A PLS-SEM approach to understanding E-SQ,E-Satisfaction and E-Loyalty for fashion E-Retailers in Spain |
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| Institution: | 1. Department of Management Science and E-business, School of Management and Economics, University of Electronic Science and Technology of China, No.2006, Xiyuan Ave, West Hi-Tech Zone, Chengdu, Sichuan 611731, China;2. School of Business, Eastern Illinois University, 600 Lincoln Avenue, Charleston, IL 61920, USA;1. Faculty of Business Administration, Ton Duc Thang University, Ho Chi Minh City, Vietnam;2. University of Economics and Law of VNU-HCM, Ho Chi Minh City, Viet Nam;1. Southampton Business School University of Southampton Highfield, Southampton SO17 1BJ, UK;2. Faculty of Business & Law, UWE, Bristol BS16 1QY, UK |
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| Abstract: | Brand related goals in the online environment are consistent with those of the retail environment: providing products and services that ultimately convert customers into brand loyal customers. Investigating the components of e-loyalty may be a way to improve it. Using a Spanish sample, this study investigates a nine-dimension, latent variable model to understand the relationship between electronic service quality (e-SQ) and e-satisfaction, as well as that between e-satisfaction and e-loyalty within Spanish fashion brand e-retailers. Results suggest that for fashion e-retailers in Spain, e-service quality is positively related to e-satisfaction and e-satisfaction is positively related to e-loyalty. This work supports the use of this framework in future research to better understand these relationships in other countries. |
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| Keywords: | Formative measurement model e-SQ e-satisfaction |
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