Title: Service quality dimensions and repurchase intentions in online shopper: an Indian experience

Authors: Sunil Atulkar

Addresses: Department of MBA, Lakshmi Narain College of Technology, Bhopal, India

Abstract: Online retailing is the next generation format, has high potential for growth. Therefore, the main aim of this study is to identify the role of service quality dimensions in creating repurchase intentions via customer satisfaction and trust. Based on literature reviews study identifies 22 research items for four service quality dimensions and three behavioural outcomes (satisfaction, trust and repurchase intentions). SmartPLS 2.0 and IBM SPSS 20 software has been used to evaluate 404 customer responses. Study observes that online shopping is the most convenient things that modern technology afforded to the customer in which network quality, customer services and information quality dimensions demonstrate significant positive relationship with satisfaction and trust. Similarly, satisfaction and trust also shows positive influence on repurchase intentions. While the privacy and security having relationship shows insignificant negative influence, as most the customers today are highly concern about confidentiality and safety of financial transactions with online retailers.

Keywords: service quality; satisfaction; trust; repurchase intentions.

DOI: 10.1504/IJPQM.2021.115710

International Journal of Productivity and Quality Management, 2021 Vol.33 No.2, pp.180 - 197

Received: 29 Aug 2019
Accepted: 23 Dec 2019
Published online: 17 Jun 2021 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article