Picture of boy being examining by doctor at a tuberculosis sanatorium

Understanding our future through Open Access research about our past...

Strathprints makes available scholarly Open Access content by researchers in the Centre for the Social History of Health & Healthcare (CSHHH), based within the School of Humanities, and considered Scotland's leading centre for the history of health and medicine.

Research at CSHHH explores the modern world since 1800 in locations as diverse as the UK, Asia, Africa, North America, and Europe. Areas of specialism include contraception and sexuality; family health and medical services; occupational health and medicine; disability; the history of psychiatry; conflict and warfare; and, drugs, pharmaceuticals and intoxicants.

Explore the Open Access research of the Centre for the Social History of Health and Healthcare. Or explore all of Strathclyde's Open Access research...

Image: Heart of England NHS Foundation Trust. Wellcome Collection - CC-BY.

An examination of the effects of service quality and satisfaction on customers’ behavioral intentions in e-shopping

Gounaris, Spiros and Dimitriadis, Sergios and Stathakopoulos, Vlasis (2010) An examination of the effects of service quality and satisfaction on customers’ behavioral intentions in e-shopping. Journal of Services Marketing, 24 (2/3). pp. 142-156. ISSN 0887-6045

Full text not available in this repository. Request a copy from the Strathclyde author

Abstract

The purpose of this paper is to examine the effects of service quality and satisfaction on three consumer behavioral intentions, namely word-of-mouth, site revisit, and purchase intentions in the context of internet shopping. To achieve this objective 240 online interviews were carried out (response rate 24 percent) from a randomly generated sample of 1,052 online shoppers using the database of a leading Internet provider in Greece as the sample frame. Data analysis involved the comparison of three rival models using structural equations modeling. The prevailed model reveals that e-service quality has a positive effect on e-satisfaction, while it also influences, both directly and indirectly through e-satisfaction, the consumer's behavioral intentions, namely site revisit, word-of-mouth communication and repeat purchase. The results confirm that cognitive evaluations precede emotional responses and that quality is a strong antecedent of satisfaction. However, the findings highlight the importance of the interaction experience with the e-shop on perceived quality. Moreover, the study underlines the crucial impact of the four key e-service quality drivers on the entire cycle of buying, including post-purchase behavior, confirming existing evidence in both off- and on-line context. Practitioners should carefully consider their web site's attributes. They should make their sites easy-to-use and easy-to-navigate and place extra emphasis on providing fast, accurate, and uncluttered information through their web sites. Also they should direct marketing activities with the aim to enhance satisfaction from e-shopping, particularly regarding the service encounter incidents. The paper makes a scholar contribution by examining the notion of e-service quality and how it relates with e-satisfaction while exploring unexamined consumers' behavioral intentions and both their direct and indirect antecedents.