Boosting the Intention to Purchase Online: An analysis of e-service quality among customers
DOI:
https://doi.org/10.21834/ebpj.v8i24.4676Keywords:
E-Service Quality, Purchase Intention, Online Retailers, PLS-SEMAbstract
This study intends to investigate the impact of e-service quality on Malaysian customers' propensity to make online purchase. Data collection was performed by distributing questionnaires to online shoppers in Klang Valley, Malaysia by employing purposive sampling technique. A total of 212 questionnaires were usable for data analysis by using PLS-SEM method. According to the findings, the likelihood to purchase online was positively impacted by all the e-service quality dimensions namely trust, shopping enjoyment, website design, and privacy. This study also discusses the practical implications and put forward several recommendations to be considered by future researchers.
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Copyright (c) 2023 Muhammad Hafiz Abd Rashid, Nurhazirah Suhaimi, Norshima Humaidi, Gita Gayatri
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