An assessment of e-service quality, e-satisfaction and e-loyalty

Purpose The purpose of this paper is to examine e-service quality (E-SQ) of online shopping in Pakistan using “E-S-QUAL scale.” Moreover, in this study, the relationship of E-SQ with e-customer satisfaction (E-CS) and e-customer loyalty (E-CL) has been studied. Design/methodology/approach Following a quantitative research methodology, data were collected from 298 respondents using convenience sampling and survey research design was followed. In...