文章基本信息

标题：The Influence of Website Service Quality on Customer Satisfaction Towards Online Shopping: The Mediating Role of Confirmation of Expectation
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作者：Karl Markos Biswas ; Mohammed Nusari ; Abhijit Ghosh 等
期刊名称：International Journal of Management Science and Business Administration
电子版ISSN：1849-5664
出版年度：2019
卷号：5
期号：6
页码：7-14
DOI：10.18775/ijmsba.1849-5664-5419.2014.56.1001
出版社：Inovatus Usluge Ltd.
摘要：Researching on customer satisfaction is important because satisfied customers become loyal customers. Therefore, it is crucial to measure customer satisfaction towards online shopping because satisfied customers make repetitive purchasing and recommendations to others that will make profits of that particular e-commerce company. Customer satisfaction with online shopping can significantly be influenced by website service quality. Hence, earlier, many studies have been shown the relationship between website service quality and customer satisfaction. But still, limited literature has been focused on the mediating effects of the confirmation of customer expectation on the relationship between website service quality and customer satisfaction. Hence, this study aims to measure customer satisfaction based on the website service quality with confirmation of customer expectation. A total of 500 questionnaires were distributed to online customers who are working in the private banks in Bangladesh. Totally 342 questionnaires were used for further analysis out of 500, representing a response rate of 68.40%. Hypothesis for direct effect was tested by regression analysis using Statistical Package for the Social Sciences (SPSS). The result of the study revealed that website service quality has a significant and positive relationship with confirmation of customers’ expectations and in turn, their satisfaction level towards online shopping. Implications and directions for future research are also highlighted in this present study.
关键词：Customer satisfaction; Online shopping; an E;commerce company; Website service quality; Bangladesh