The increasing number of online retail platforms has aroused the need for differentiation among them. With the absence of physical contact between the transacting parties, offering quality service at competitive prices has become a key differentiator and influencing factor of customer satisfaction and repurchases intention. Therefore, the present study aimed at understanding the influence of e-service quality on customer satisfaction and repurchase intentions. For this purpose, a thorough review of past studies was undertaken to build a primary understanding of variables and measurement scale. The data was collected from a sample of 422 respondents through administering the questionnaires. The regression analysis revealed the influence of e-service quality and price perception on customer satisfaction and repurchases intention. The study also found that e-service quality and price perception influenced customer repurchase intention when mediated by customer satisfaction.
Impact Factor
2022: 6.012
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