International Journal of

ADVANCED AND APPLIED SCIENCES

EISSN: 2313-3724, Print ISSN: 2313-626X

Frequency: 12
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 Volume 7, Issue 5 (May 2020), Pages: 111-117

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 Original Research Paper

 Title: Perceived e-service quality and e-store loyalty: The moderated mediating effect of webpage aesthetics and e-customer satisfaction

 Author(s): Tey Lian Seng 1, *, Mohamed Attia Sayed Mahmoud 2

 Affiliation(s):

 1Department of Business Strategy and Policy, Faculty of Business and Accountancy, University of Malaya, Kuala Lumpur, Malaysia
 2Graduate School of Business, Faculty of Business and Accountancy, University of Malaya, Kuala Lumpur, Malaysia

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 * Corresponding Author. 

  Corresponding author's ORCID profile: https://orcid.org/0000-0001-6092-190X

 Digital Object Identifier: 

 https://doi.org/10.21833/ijaas.2020.05.014

 Abstract:

As more firms switch their competition from brick and mortar model to an online model, it makes the e-services provided by firms highly competitive. Thus, making customers loyal to the e-store is much more challenging than ever. There are studies that examined the relationship between service quality, customer satisfaction, and firm loyalty. However, little attention has been paid to the e-store context. Based on data collected from Malaysian online buyers, this study examines the relationships among webpage aesthetics, perceived e-service quality, e-customer satisfaction, and e-store royalty. In addition, this study also addresses the moderating effect of webpage aesthetics on the relationship between service quality and customer satisfaction, which needs further exploration. The findings show that perceived e-service quality has an impact on e-customer satisfaction, which in turn, affects the e-store royalty. The findings also reveal that webpage aesthetic enhances the relationship between perceived e-service quality and e-customer satisfaction. 

 © 2020 The Authors. Published by IASE.

 This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/).

 Keywords: E-service quality, E-store loyalty, Webpage aesthetics

 Article History: Received 20 November 2019, Received in revised form 22 February 2020, Accepted 22 February 2020

 Acknowledgment:

No Acknowledgment.

 Compliance with ethical standards

 Conflict of interest: The authors declare that they have no conflict of interest.

 Citation:

 Tey LS and Mahmoud MAS (2020). Perceived e-service quality and e-store loyalty: The moderated mediating effect of webpage aesthetics and e-customer satisfaction. International Journal of Advanced and Applied Sciences, 7(5): 111-117

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 Figures

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 Tables

 Table 1 Table 2 Table 3 Table 4 Table 5 Table 6

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