The impact of e-service quality and customer satisfaction on customer behavior in online shopping

Paulo Rita, Tiago Oliveira, Almira Farisa

Research output: Contribution to journalArticlepeer-review

140 Citations (Scopus)
445 Downloads (Pure)


The purpose of this study is to develop new knowledge to better understand the most important dimensions of e-service quality that have impact on customer satisfaction, customer trust, and customer behavior, building on existing literature on e-service quality in online shopping. This study focuses on the four-dimensions of e-service quality model that better predict customer behavior. It not only tests the impact of customer satisfaction on customer behavior such as repurchase intention, word of mouth, and site revisit, but also the impact of customer trust. The result is expected to extend the knowledge about different country culture vis-á-vis different relevance of e-service quality attributes. Data from an online survey of 355 Indonesian online consumers was used to test the research model using structural equation modelling. The analytical results showed that three dimensions of e-service quality, namely website design, security/privacy and fulfilment affect overall e-service quality. Meanwhile, customer service is not significantly related to overall e-service quality. Overall e-service quality is statistically significantly related to customer behavior. Future research should consider a variety of product segments and/or other industries to make sure that the measurement works equally well. In other industry setting, the measurement may need to be adjusted. Future research could also use different methodologies such as focus group and interviews.

Original languageEnglish
Article numbere02690
Number of pages14
Issue number10
Publication statusPublished - 1 Oct 2019


  • Business
  • Consumer behavior
  • Customer satisfaction
  • Customer trust
  • e-service quality
  • Information science
  • Marketing
  • Online shopping
  • Retailing


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