The Impact of E-Service Quality on E-Trust and Repurchase Intention
摘要
The purpose of the research is to understand the impact of e-service quality on e-trust and repurchase intention, as well as its importance in the online shopping environment. The research seeks to examine how e-service quality impacts e-trust and repurchase intention through specific dimensions, such as navigation, reliability, ease of use, security and privacy, and information usefulness. The research contributes to the existing literature on online shopping by exploring the factors influencing consumers in terms of repurchase intention and customer trust. The findings add to the academic understanding of consumer intentions and provide valuable insights for e-commerce businesses. The research employed a quantitative approach and structural equation modeling to investigate the relationship between e-service quality and e-trust on repurchase intentions. The research employs a quantitative methodology, utilizing an online questionnaire administered to a sample of 180 Moroccan participants. By employing this approach, the research aims to provide empirical insights into the factors influencing e-trust and repurchase intention in the Moroccan online market. The results of the hypothesis tests in the research demonstrate that e-service quality dimensions have a significant impact on e-trust and repurchase intention, except for ease of use, which has no impact on e-trust and repurchase intention. Also, e-trust has a positive impact on repurchase intention. Furthermore, e-trust mediates the relationship between e-service quality and repurchase intention.