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INTERNATIONAL JOURNAL OF NOVEL RESEARCH AND DEVELOPMENT International Peer Reviewed & Refereed Journals, Open Access Journal ISSN Approved Journal No: 2456-4184 | Impact factor: 8.76 | ESTD Year: 2016 Scholarly open access journals, Peer-reviewed, and Refereed Journals, Impact factor 8.76 (Calculate by google scholar and Semantic Scholar | AI-Powered Research Tool) , Multidisciplinary, Monthly, Indexing in all major database & Metadata, Citation Generator, Digital Object Identifier(DOI) |
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| Paper Title: | IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION AND LOYALTY IN E-TAILING. |
| Authors Name: | Dr. Sukanya Metta , K Satish Chandra |
| Download E-Certificate: | Download |
| Author Reg. ID: |
IJNRD_213315
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| Published Paper Id: | IJNRD2402024 |
| Published In: | Volume 9 Issue 2, February-2024 |
| DOI: | http://doi.one/10.1729/Journal.37804 |
| Abstract: | The impact of the service quality dimensions—reliability, assurance, tangibility, empathy, and responsiveness—on customer satisfaction and loyalty is thoroughly reviewed in this study paper. The data constantly shows that customer satisfaction, loyalty, and service quality are positively correlated. Customer satisfaction and loyalty are positively impacted by reliability, which is a crucial aspect. Customer satisfaction and loyalty are found to be significantly influenced by assurance, particularly in the e-commerce sector. Customer satisfaction and loyalty are strongly impacted by tangibility, which emphasizes responsiveness, reliability, and empathy.Finally, responsiveness is emphasized for its positive correlation with both customer satisfaction and loyalty. Overall, the study establishes a robust foundation for proposed hypotheses, shedding light on the complex relationships between service quality dimensions and customer satisfaction and loyalty across diverse sectors. These findings offer valuable insights for businesses looking to optimize customer-centric strategies for long-term competitive advantage and improved outcomes. Empathy is explored in relation to emotional satisfaction and customer contentment, with evidence supporting a mediating role of customer satisfaction. |
| Keywords: | Reliability, Assurance, Tangibility, Empathy, Responsiveness, Customer Satisfaction, Customer Loyalty |
| Cite Article: | "IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION AND LOYALTY IN E-TAILING.", International Journal of Novel Research and Development (www.ijnrd.org), ISSN:2456-4184, Vol.9, Issue 2, page no.a172-a179, February-2024, Available :http://www.ijnrd.org/papers/IJNRD2402024.pdf |
| Downloads: | 000118759 |
| ISSN: |
2456-4184 | IMPACT FACTOR: 8.76 Calculated By Google Scholar| ESTD YEAR: 2016 An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 8.76 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator |
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Published Paper ID:IJNRD2402024 Registration ID: 213315 Published In: Volume 9 Issue 2, February-2024 DOI (Digital Object Identifier): http://doi.one/10.1729/Journal.37804 Page No: a172-a179 Country: Rangareddy, Telangana, India Research Area: Management Publisher : IJ Publication Published Paper URL : https://www.ijnrd.org/viewpaperforall?paper=IJNRD2402024 Published Paper PDF: https://www.ijnrd.org/papers/IJNRD2402024 |
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ISSN: 2456-4184
Impact Factor: 8.76 and ISSN APPROVED
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