IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION AND LOYALTY IN E-TAILING.

IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION AND LOYALTY IN E-TAILING.

Registration ID: IJNRD_213315

Published ID: IJNRD2402024

DOI: http://doi.one/10.1729/Journal.37804

Dr. Sukanya Metta , K Satish Chandra

Reliability, Assurance, Tangibility, Empathy, Responsiveness, Customer Satisfaction, Customer Loyalty

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.

Published Paper   E-Certificate

"IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION AND LOYALTY IN E-TAILING.", IJNRD - INTERNATIONAL JOURNAL OF NOVEL RESEARCH AND DEVELOPMENT (www.IJNRD.org), ISSN:2456-4184, Vol.9, Issue 2, page no.a172-a179, February-2024, Available :https://ijnrd.org/papers/IJNRD2402024.pdf

Volume 9 Issue 2, February-2024

Pages : a172-a179

Paper Reg. ID: IJNRD_213315

Published Paper Id: IJNRD2402024

Downloads: 000121232

Research Area: Management

Country: Rangareddy, Telangana, India

Published Paper PDF: https://ijnrd.org/papers/IJNRD2402024.pdf

Published Paper URL: https://ijnrd.org/viewpaperforall?paper=IJNRD2402024

DOI: http://doi.one/10.1729/Journal.37804

Journal Name: INTERNATIONAL JOURNAL OF NOVEL RESEARCH AND DEVELOPMENT(IJNRD)

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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This work is licensed under a Creative Commons Attribution 4.0 International License and The Open Definition

Call For Paper - Volume 10 | Issue 8 | August 2025

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INTERNATIONAL JOURNAL OF NOVEL RESEARCH AND DEVELOPMENT (IJNRD) aims to explore advances in research pertaining to applied, theoretical and experimental Technological studies. The goal is to promote scientific information interchange between researchers, developers, engineers, students, and practitioners working in and around the world. IJNRD will provide an opportunity for practitioners and educators of engineering field to exchange research evidence, models of best practice and innovative ideas.

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