Impact of service quality on service loyalty in e-commerce firms

Abstract

E - Commerce offers consumers a more convenient way to shop for the products or services they need without having to visit a retailer's physical location to make a purchase. Service Quality is a customer's comparison of service expectations as it relates to a company's performance. This study will be an extensive inquiry related to servicse quality on service loyalty in e-commerce firms. The research design adopt for the study is descriptive research. Descriptive research will be done to describe data and characteristics about the population or phenomenon being study. The association or relationship between variables will be demonstrated under the descriptive studies. Convenience Sampling technique is adopted for the study. This method draws representative data by selecting people based on the respondents’ availability or ease of access. This study helps 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 service quality in e-commerce firms.