A PLS-SEM approach to understanding E-SQ, E-Satisfaction and E-Loyalty for fashion E-Retailers in Spain. (November 2020)

• Record Type: Journal Article
• Authors: Rodríguez, Pablo Gutiérrez; Villarreal, Ricardo; Valiño, Pedro Cuesta; Blozis, Shelley
• Is Part Of: Journal of retailing and consumer services. Volume 57(2020)
• Publication Date: 2020-11
• Subjects: Formative measurement model -- e-SQ -- e-satisfaction; Retail trade -- Periodicals; Service industries -- Periodicals; Customer services -- Periodicals; Commerce de détail -- Périodiques; Service à la clientèle -- Périodiques; Customer services; Retail trade; Periodicals; 658.87
• DOI: 10.1016/j.jretconser.2020.102201
• Languages: English
• ISSNs: 0969-6989

Abstract

Abstract: Brand related goals in the online environment are consistent with those of the retail environment: providing products and services that ultimately convert customers into brand loyal customers. Investigating the components of e-loyalty may be a way to improve it. Using a Spanish sample, this study investigates a nine-dimension, latent variable model to understand the relationship between electronic service quality (e-SQ) and e-satisfaction, as well as that between e-satisfaction and e-loyalty within Spanish fashion brand e-retailers. Results suggest that for fashion e-retailers in Spain, e-service quality is positively related to e-satisfaction and e-satisfaction is positively related to e-loyalty. This work supports the use of this framework in future research to better understand these relationships in other countries.