E- service quality evaluation and the mediating role of perceived value and customer satisfaction in shaping customer loyalty
context of online shopping in Saudi Arabia
DOI:
https://doi.org/10.23925/2179-3565.2025v16i3p201-222Keywords:
E-service quality, Customer loyalty, Perceived value, Customer satisfaction, Online shoppingAbstract
This paper explores the effects between ESQ and CL of online shopping in Saudi Arabia. As the model structures, the PV and CS become a mediator between ESQ and CL. The diagrammatic picture of the structure is as below: It used quantitative research method, and the study was deductive. The questionnaire data were in a structured online questionnaire circulated via Google Forms. The survey was conducted among 209 valid responses of adult users of the Western Region of Saudi Arabia who had made online purchases of products. The data was analyzed by means of SPSS version 23 and SmartPLS version 4 PLS-SEM. In the study, E-SQ displays a robust positive correlation with both PV and CS that significantly influence CL. Both PV and CS interrupted the entire bond between E-SQ and CL. These results highlight the importance of creating high-quality service experiences that enhance value perceptions and satisfaction to enhance long-term loyalty. In this study, researchers considered only individuals engaged in online shopping in Saudi Arabia, might reduce the extent to which the results are able to be generalized to other locations or countries. The research contributes to the knowledge of digital service quality by integrating e-SERVQUAL dimensions within a loyalty framework. Practical implications include guiding e-commerce platforms and digital marketers in enhancing customer retention by focusing on ESQ, PV, and CS. The insights are particularly relevant to the evolving digital economy in Saudi Arabia.
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