Journal 5 : The Impact of E-Service Quality and E-Loyalty on Online Shopping: Moderating Effect of E-Satisfaction and E-Trust

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Rami Mohammad Al-dweeri , Zaid Mohammad Obeidat , Mohammad Ahmad Al-dwiry , Muhammad Turki Alshurideh & Alaa Mohammad Alhorani  (February 2017)



FRAMEWORK JOURNAL 5
IV, DV and MEDIATING



VARIABLES & ITEMS



THEORY/CONCEPT

  1. Scales to measure e-SQ in a number of different contexts and dimensions.
  2. Influence of E-SQ on a number of variables, and positive and significant links have been found between E-SQ and these variables.
SUMMARY

  1. The journal discussed about the role of online satisfaction and e-trust as mediators in the relationship between electronic service quality and online loyalty  of e-shopping customer. 
  2. In a situation of high competition environment, e-retailers need to identify the determinants of the success of their online distribution channels in terms of service quality and the influence of this on e-satisfaction, e-trust and e-loyalty.  
  3. Three dimensions were found to be the main explanatory factors of e-SQ, namely efficiency, privacy and customer service. 

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