|dc.description||International Journal of Entrepreneurship and Innovative Competitiveness – IJEIC||
|dc.description.abstract||Purpose: Customers’ Perceptions and Attitudes are significant aspects of consumer behavior
for Marketing. Such perceptions and attitudes are measured as advantages, carrying special
weight for the company. Furthermore they shape beliefs strongly relating to the Service
Quality, while maximizing the magnitude of customer satisfaction.
This paper will explore customer behavior in the light of customers’ intentions towards EService
Quality, Perceived Value, Purchase and Loyalty Intentions, with the view to provide
information and feedback to enterprises.
Methodology: To test the research hypotheses, a survey was carried out on 302 Greek
customers of 85 Greek e-shops. The data of the survey were analysed using the Implicative
Statistical Analysis technique. The Similarity Diagram and the Implicative Diagram were
utilized to interpret the data. The instrument used to measure customers’ Loyalty in relation to
E-Service Quality, is E-S-QUAL, while that measuring their perception vis-a-vis the Web
Site’s Performance is E-RecS-QUAL. Their attitudes with regard to Perceived Value and
Loyalty Intentions were measured utilizing four 4- and five 5-point likert scale questions. And
Overall Perceived Quality is measured by one 5-point likert scale question. In addition,
Customer Satisfaction is measured by one 5-point likert scale question.
Findings: The results of the study demonstrate that all four dimensions of customers’ EService
Quality, namely Efficiency, Fulfillment, System Availability and Privacy do not affect
Perceived Value as well as Purchase and Loyalty Intentions.
In addition dimensions relating to the Web Site’s Performance, namely Responsiveness,
Compensation and Contact do not have a direct effect on Overall E-Service Quality.
Research Limitations/Implication: The paper calls for more research on how customers
influence e-service quality and satisfaction for a Web Site’s Performance and Web based
Originality/value: The paper expands existing literature, focusing on e-shopping, while using
a multi-dimensional construct to measure customers’ perceptions.||en_UK
|dc.publisher||Research Institute for Entrepreneurship Development (RIED): Neapolis University, Pafos||en_UK
|dc.relation.ispartofseries||International Journal of Entrepreneurship and Innovative Competitiveness – IJEIC;Volume 1, Issue 1, February 2019||
|dc.subject||Research Subject Categories::SOCIAL SCIENCES::Business and economics||en_UK
|dc.title||Consumer's perceptions toward E-Service Quality, Perceived Value, Purchase and Loyalty Intentions||en_UK