An empirical test of the linkages of e-service quality with e-satisfaction and perceived value with e-loyalty-related behavioural intentions in India Online publication date: Sat, 21-Feb-2015
by Rajat Gera; S.R. Singhvi
International Journal of Services Sciences (IJSSCI), Vol. 4, No. 2, 2011
Abstract: The linkages of e-service quality perceptions of general website users in India are empirically tested with their e-satisfaction, value perceptions and e-loyalty related behavioural intentions. Initially, the e-SQ scale was developed and validated through exploratory and confirmatory factor analysis. The extracted e-SQ scale consisted of website attributes of ease of access, flexibility and reliability. The linkages of e-SQ with e-satisfaction, perceived value, and e-loyalty related behavioural intentions of repurchase and recommendation were empirically tested with the help of AMOS ver 4.0. The results provide support for the direct antecedent affect of e-SQ on perceived value which in turn was significant antecedent of e-loyalty related consumer intentions of repurchase and positive word of mouth. E-satisfaction was found to be direct antecedent of positive word of mouth intentions. However, e-SQ was not found to have direct significant linkage with e-satisfaction or e-loyalty related behavioural intentions.
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Services Sciences (IJSSCI):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.
If you still need assistance, please email subs@inderscience.com
Our Blog 
Follow us on Twitter 
Visit us on Facebook