THE IMPACT OF E-SERVICE QUALITY ON CUSTOMER ENGAGEMENT AND CUSTOMER LOYALTY IN B2C E-COMMERCE WEBSITE

DR. G. BALA MURUGAN; G. THAMILARASAN

THE IMPACT OF E-SERVICE QUALITY ON CUSTOMER ENGAGEMENT AND CUSTOMER LOYALTY IN B2C E-COMMERCE WEBSITE

March 2023

Vol-9, Issue-2

Paper ID: 19497

ISSN: 2395-4396

Downloads: 0

Abstract & Details

Research Area

management

Keywords

E-Service Quality Customer Engagement Customer Loyalty E-commerce Shopping cart E-Business Product Quality Customer Expectations.

Abstract

This study investigates how consumer engagement and loyalty in B2C e-commerce are impacted by the quality of e-services. A thorough analysis of the literature revealed that e-service quality significantly improves both customer engagement and customer loyalty. It was discovered that e-service quality was a key element in creating and sustaining excellent customer experiences in e-commerce. According to the report, e-commerce companies should concentrate on enhancing e-service quality to increase consumer engagement and loyalty, which can result in long-term commercial success. Future studies should look into the precise aspects of e-service quality that have the greatest impact on customer engagement and loyalty in B2C e-commerce website.

License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Author Information

#	Name	Institute / Affiliation
1	DR. G. BALA MURUGAN	ANNA UNIVERSITY, TIRUCHIRAPPALLI
2	G. THAMILARASAN	ANNA UNIVERSITY, TIRUCHIRAPPALLI

How to Cite

Use the following formats to cite this article in your research.

APA Style

MURUGAN, DR. G. BALA & THAMILARASAN, G. (2023). THE IMPACT OF E-SERVICE QUALITY ON CUSTOMER ENGAGEMENT AND CUSTOMER LOYALTY IN B2C E-COMMERCE WEBSITE. International Journal of Advance Research and Innovative Ideas In Education, 9(2), 918-923.

MLA Style

MURUGAN, DR. G. BALA, and G. THAMILARASAN. "THE IMPACT OF E-SERVICE QUALITY ON CUSTOMER ENGAGEMENT AND CUSTOMER LOYALTY IN B2C E-COMMERCE WEBSITE." International Journal of Advance Research and Innovative Ideas In Education, vol. 9, no. 2, 2023, pp. 918-923.

IEEE Style

DR. G. BALA MURUGAN and G. THAMILARASAN, "THE IMPACT OF E-SERVICE QUALITY ON CUSTOMER ENGAGEMENT AND CUSTOMER LOYALTY IN B2C E-COMMERCE WEBSITE," International Journal of Advance Research and Innovative Ideas In Education, vol. 9, no. 2, pp. 918-923, 2023.

Vancouver Style

MURUGAN DR. G. BALA, THAMILARASAN G.. THE IMPACT OF E-SERVICE QUALITY ON CUSTOMER ENGAGEMENT AND CUSTOMER LOYALTY IN B2C E-COMMERCE WEBSITE. International Journal of Advance Research and Innovative Ideas In Education. 2023;9(2):918-923.

Harvard Style

MURUGAN, DR. G. BALA & THAMILARASAN, G. (2023) 'THE IMPACT OF E-SERVICE QUALITY ON CUSTOMER ENGAGEMENT AND CUSTOMER LOYALTY IN B2C E-COMMERCE WEBSITE', International Journal of Advance Research and Innovative Ideas In Education, 9(2), pp. 918-923.

Chicago Style

MURUGAN, DR. G. BALA and G. THAMILARASAN. "THE IMPACT OF E-SERVICE QUALITY ON CUSTOMER ENGAGEMENT AND CUSTOMER LOYALTY IN B2C E-COMMERCE WEBSITE." International Journal of Advance Research and Innovative Ideas In Education 9, no. 2 (2023): 918-923.

Turabian Style

MURUGAN, DR. G. BALA and G. THAMILARASAN. "THE IMPACT OF E-SERVICE QUALITY ON CUSTOMER ENGAGEMENT AND CUSTOMER LOYALTY IN B2C E-COMMERCE WEBSITE." International Journal of Advance Research and Innovative Ideas In Education 9, no. 2 (2023): 918-923.