The Impact of E-Services Quality on Customers E-Loyalty

Abstract

Nowadays, by introduction of computer to human lives along with development of internet, all governments  have paid specific attention to services according to the latest teaching and technical methods and scientific advances in the world; so that, the impact of these changes is more visible in everyday life of people. Regarding the importance of internet in presentation of services and products, governments have also turned toward widespread use of internet to offer better services. For this reason, the role of e-services and its quality is very important. This study aims to consider the effects of quality of e-services on e-loyalty of customers. To do this, a statistical random sample was selected including 170 customers of Digikala website, and data was gathered by means of questionnaire. SPSS18 and AMOS20 software were also used to analyze data and to test hypotheses. Results show that the quality of e-services has a positive and significant effect on e-loyalty of customers of Digikala.