Service Quality's Influence on Loyalty in E-Commerce

  • Authors

    • Dr J. Elanchezhian Assistant Professor, PG and Research Department of Commerce, Annai Vailankanni Arts and Science College, Thanjavur. (Affiliated to Bharathidasan University, Tiruchirappalli -24
    • Dr. A. Johnsi Gloria Assistant Professor, Department of Business Administration, St. Joseph's College of Arts and Science (Autonomous), Cuddalore
    • Dr. N. Rajesh Assistant Professor, PG and Research Department of Commerce, Annai Vailankanni Arts and Science College, Thanjavur -7. (Affiliated to Bharathidasan University, Tiruchirappalli-24
    • Dr. P. Kumarasamy Associate professor, department of commerce, Dhanalakshmi Srinivasan university, Tiruchirappalli
    https://doi.org/10.14419/pzear869

    Received date: May 29, 2025

    Accepted date: August 18, 2025

    Published date: August 29, 2025

  • E-Commerce, Customer Satisfaction, Intention, Service Quality

  • Abstract

    This study investigated the influence of the overall service quality of e-commerce portals on customer satisfaction and the intention to revisit the website. The study was conducted with 183 respondents from Thanjavur District, India. The data were collected using the convenience sampling technique, and the collected data were analyzed using multiple regression. The study found that overall service quality has a significant positive impact on customer satisfaction, which in turn has a significant positive influence on the intention to revisit the website. The findings of this study have implications for e-commerce businesses, which should focus on improving the overall service quality of their portals to increase customer satisfaction and intention to revisit. The regression analysis demonstrates a moderately strong positive linear relationship, explaining about 52.5% of the variance in the e-commerce service quality. overall service quality that significantly influences customer satisfaction in e-commerce is validated. The regression model exhibits a strong correlation, with CS explaining approximately 51.3% of the variability in customer satisfaction. Lastly, customer satisfaction positively impacts the intention to revisit e-commerce platforms. The regression model reveals a strong correlation between service quality (CS) and customer satisfaction (RI), explaining 51.9% of customer satisfaction variability, emphasizing their significance in e-commerce

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  • How to Cite

    Elanchezhian , D. J. ., Gloria , D. A. J. ., Rajesh , D. N. ., & Kumarasamy , D. P. . (2025). Service Quality’s Influence on Loyalty in E-Commerce. International Journal of Accounting and Economics Studies, 12(4), 775-780. https://doi.org/10.14419/pzear869