Change search
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf
E-Service Quality and Consumer Loyalty: A study on Consumer Electronic Retail Industry
Umeå University, Faculty of Social Sciences, Umeå School of Business and Economics (USBE).
Umeå University, Faculty of Social Sciences, Umeå School of Business and Economics (USBE).
2011 (English)Independent thesis Advanced level (degree of Master (Two Years)), 10 credits / 15 HE creditsStudent thesis
Abstract [en]

This paper investigated the relationship between e-service quality and consumer loyalty in the context of consumer electronic retail industry in Sweden. E-service quality is found to be a prime determinant of consumer loyalty which is very important for the growth of any business regardless of the industry. On this study, we have selected four most important dimensions of e-service quality which are: Reliability, Responsiveness, Ease of use, and Security.

We adopted a quantitative approach for this study and our survey took place in the area of Umea University. We reached a total of 200 respondents who are used to with purchasing electronic products online. After collecting the data we analyzed it with the help of statistical tools and then interpreted the results in connection to our theoretical framework. We found that all the four dimensions of e-service quality have strong relationship with consumer loyalty which means that they have considerable impact on building and maintaining the loyalty of consumers in electronics retail industry. We found out that the consumers give the highest priority to the organization of website contents and security of transaction. If the company present the e-retailing website convincingly and ensure safety of transaction, the consumers are more likely to show loyalty towards that company. We also found that reliability is less important than the three other factors according to multiple regressions analysis result; though all the four factors found to be significant according to simple regression.

This study fulfills the lack of industry-specific study on the relationship between e-service quality and loyalty for consumer electronic goods industry. However, the study suggests a number of future research possibilities including reassessment of the e-service quality dimensions, measurement of the impact of social media on the relationship between e-service quality and consumer loyalty and so on.

Place, publisher, year, edition, pages
2011. , 72 p.
Keyword [en]
Internet, consumer electronics retail market, service quality, e-service quality, satisfaction, consumer loyalty.
National Category
Business Administration
Identifiers
URN: urn:nbn:se:umu:diva-54656OAI: oai:DiVA.org:umu-54656DiVA: diva2:524922
Presentation
(English)
Uppsok
Social and Behavioural Science, Law
Supervisors
Examiners
Available from: 2012-05-04 Created: 2012-05-04 Last updated: 2012-05-04Bibliographically approved

Open Access in DiVA

fulltext(1353 kB)1484 downloads
File information
File name FULLTEXT02.pdfFile size 1353 kBChecksum SHA-512
57b0d43af91ff478675428f1eedd05dec6babcc1fa2540c8123f50e7958b4aad185d9a21634956307a48d210908d418f1cf43e8d81ca36bdfac0eacd704fc550
Type fulltextMimetype application/pdf

Search in DiVA

By author/editor
Hossain, Mohammad YounusHossain, Mahadi
By organisation
Umeå School of Business and Economics (USBE)
Business Administration

Search outside of DiVA

GoogleGoogle Scholar
Total: 1484 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

urn-nbn

Altmetric score

urn-nbn
Total: 684 hits
CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf