Influence of e-service quality on consumers online repurchases intentions: An empirical study of Alibaba

The growth and development of the digital environment and platform has induced significant changes in which the customers take their buying decisions. E-commerce firms depend on their service quality for ensuring that they are successful in retaining the existing customers and attracting the new consumers. There has been considerable growth in online shopping which requires e-commerce companies to ensure that products and services being offered are successful in achieving the needs of the consumers. In context to that, the rapid development of e-commerce firms globally has attracted the attention of a number of scholars and researchers. Number of studies have therefore have been conducted for understanding the factors that influence the consumers repurchase intention in the online segment. The current study focuses on understanding the influence of e-service quality on the repurchase intentions of the consumers while shopping online. For the purpose of meeting such an objective, the study has focused on one e-commerce firm, Alibaba as the central character. The statistical techniques such as correlation and regression have been exercised for obtaining the information from the survey conducted. It has been found that there is a positive relation between e-service quality and consumer repurchase intention. It is also realised that provision of e-service quality leads to customer satisfaction and customer loyalty.


Influence of e-service quality on consumers online repurchases intentions: An empirical study of Alibaba

Type: Dissertation
Domain: Consumer Behaviour
Words: 16500
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