E-Service Quality & E-Loyalty. Measuring role of E-Satisfaction and E-Trust on the relationship between E-Service Quality and E-Loyalty.

      Аннотация: Customers continuously show higher demand for online shopping which drives the apparent growth of global internet commerce. As Internet shopping gradually moves from innovation to a standard way of shopping, the quality of the websites will play an essential role in the differentiation of the sites. High-quality sites are capable of attracting more customers than the competing sites of poor quality since the quality built a sustainable competitive advantage. Internet shopping sites are virtual stores where all operations and its relevant activities take place in online cyberspace. The literature on the quality of traditional retail stores confirmed that consumers use the quality of the store as an indication of the quality of products from stores. Also, when consumers are satisfied with a high-quality website, they inspire powerful and positive word-of-mouth for the site. Various measuring instruments have been developed with the objective of evaluating the quality of websites. This study used the NetQual measurement scale (Bresslloes, 2006) as an instrument for measuring the quality of the websites and as a result, affect the user's electronic loyalty.

Ключевые слова: E-Service Quality, E-Satisfaction, E-Trust, e-Loyalty