Consumer perception about the influence of online retail service quality on e-satisfaction, moderated by purchase volume and perceived value

DVR.Subrahmanya Sastry.T; B. Madhusudhana Rao

Article Details

Research Article Volume 12 Issue 1

Consumer perception about the influence of online retail service quality on e-satisfaction, moderated by purchase volume and perceived value

Dvr.subrahmanya Sastry.t • B. Madhusudhana Rao

Published: 05 Oct 2017 Issue:Volume 12 Issue 1 Oct 2017 Author details below

DVR.Subrahmanya Sastry.T

School of Management Studies, Vignanâ€™s University(Vfstr), Ap

B. Madhusudhana Rao

School of Management Studies, Vignanâ€™s University(Vfstr), Ap

Customer e-Satisfaction Online Retailing Online Customer Online Retailer Utilitarian Value Hedonic Value.

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Abstract

Research summary

The Online retailing as a worldwide medium which is rapidly acquiring emphasis as the most advanced purchasing concept. Online purchasing for various consumers is being recognized as an innovative shopping mode compared to other modes of shopping. Understanding the influence of various service quality attributes on customer e-Satisfaction is very important for online vendors to bring-in suitable service strategies. If the vendors doing business in the online environment can analyze the factors influencing customer e-Satisfaction in online retailing and the relationship between these factors, then they can formulate influential strategies to retain existing customers for a longer period. This study is conducted to identify the association between the influential attributes and customer e-Satisfaction in the online retailing environment. The association between the service quality outcome and the perceived value attributes is analyzed in order to understand their influence on customer e-Satisfaction. The outcome of this study suggests that efficient implementation of web atmosphere by giving importance to both hedonic and utilitarian value can influence customer e-Satisfaction very proficiently in online retailing context.

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Article History

Published 05 Oct 2017

How to Cite

Sastry.t, D. & Rao, B. M.. (2017). Consumer perception about the influence of online retail service quality on e-satisfaction, moderated by purchase volume and perceived value. Journal of Business and Retail Management Research, Volume 12 Issue 1.

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APA

Sastry.t, D. & Rao, B. M.. (2017). Consumer perception about the influence of online retail service quality on e-satisfaction, moderated by purchase volume and perceived value. Journal of Business and Retail Management Research, Volume 12 Issue 1.

MLA

Sastry.t, Dvr.subrahmanya, and B. Madhusudhana Rao. "Consumer perception about the influence of online retail service quality on e-satisfaction, moderated by purchase volume and perceived value." Journal of Business and Retail Management Research, Volume 12 Issue 1, 2017.

Chicago

Dvr.subrahmanya Sastry.t and B. Madhusudhana Rao. "Consumer perception about the influence of online retail service quality on e-satisfaction, moderated by purchase volume and perceived value." Journal of Business and Retail Management Research Volume 12 Issue 1 (05 Oct 2017).

Harvard

Sastry.t, D. & Rao, B. M. (2017) Consumer perception about the influence of online retail service quality on e-satisfaction, moderated by purchase volume and perceived value. Journal of Business and Retail Management Research, Volume 12 Issue 1

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