Effect Of E- Service Quality On Customer Satisfaction Among Online Shoppers In Abia State

ABSTRACT 

This study investigates the factors that influence the e-service quality through online shopping. E-service quality is the difference between customers’ expectations for service performance priorities the service encounters and their expectations about service performance prior to the service offering. Due to the recent growth in e-service quality in the field of e-commerce, the importance of monitoring and measuring e-service quality has provided value to the virtual world. Perceived risk has been studied in marketing for over 40 years and appears to be an appropriate construct to understand consumer adoption of e-commerce payment systems. The internet’s impact upon the Malaysian market is significant and this has made it convenient for consumers to purchase products/services from the reader and to go through the product information over the internet. The findings indicate the analysis of e-service quality through online shopping.

TABLE OF CONTENTS

Title page ﾿ i

Declaration ﾿ ii

Certification ﾿ iii

Dedication ﾿ iv

Acknowledgement ﾿ v

Table of Contents ﾿ vi

List of Tables ﾿ viii

Abstract ﾿ x

CHAPTER ONE

1.1 ﾿ INTRODUCTION ﾿ 1

1.2 ﾿ Statement of the Problem ﾿ 2

1.3 ﾿ Objective of the Study ﾿ 3

1.4 ﾿ Research Questions ﾿ 3

1.5 ﾿ Research Hypothesis ﾿ 4

1.6 ﾿ Significance of the Study ﾿ 5

1.7 ﾿ Scope of the Study ﾿ 5

1.8 ﾿ Organization of the Study ﾿ 5

1.9 ﾿ Operational Measure of Variables ﾿ 5

CHAPTER TWO

REVIEW OF RELEVANT LITERATURE

2.1 ﾿ Service Quality ﾿ 5

2.2 ﾿ E-Service Quality ﾿ 8

2.3 ﾿ Customer Satisfaction and Service Quality ﾿ 10

2.4 ﾿ Theoretical Framework ﾿ 11

2.5 ﾿ Empirical Review ﾿ 12

2.6 ﾿ Theoretical Review ﾿ 15

CHAPTER THREE

RESEARCH METHODOLOGY 

3.1 ﾿ Research Design ﾿ 19

3.2 ﾿ Area of Study ﾿ 19

3.3 ﾿ Design and Administration of the Questionnaire ﾿ 19

3.4 ﾿ Sampling Techniques ﾿ 19

3.5 ﾿ Research Population/Determination of Sample Size ﾿ 19

3.6 ﾿ Selection of Data/Collection of Data ﾿ 20

3.7 ﾿ Validity and Reliability ﾿ 21

3.8 ﾿ Data Analysis ﾿ 21

3.9 ﾿ Operational Measures of Variables ﾿ 21

CHAPTER FOUR

RESULTS ﾿

4.1 ﾿ Presentation of Data

4.2 ﾿ Summary Statistics ﾿ 26

4.3 ﾿ Model Estimation ﾿ 26

4.4 ﾿ Test of Hypotheses ﾿ 28

CHAPTER FIVE 

SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATIONS 

5.1 ﾿ Summary of Findings ﾿ 30

5.2 ﾿ Conclusion ﾿ 31

5.3 ﾿ Recommendations ﾿ 32

﾿ References ﾿ 33

Appendix