| dc.description.abstract | E-retailing in Vietnam has experienced rapid expansion in recent years due
to the increase in online shopping habits of customers. E-retailers have faced fierce
competition from competitors and high expectations from customers. Measuring e
service quality, especially in the Vietnam cultural context, becomes both a challenge
and an opportunity for e-retailers to optimize their customer satisfaction, leading to
higher customer intention to repurchase. This research aims to investigate the effect of
four constructs of e-service quality in the E-S-Qual model on the customer satisfaction,
and thus, evaluating the influence on the repurchase intention towards e-retailers in Ho
Chi Minh City. A survey of 324 online respondents, who experience the purchasing
process from e-retailers, on measuring six constructs in the conceptual model. Data
were examined in two-step approach: first, using CFA to investigate reliability and
validity, and then, using SEM to verify the structural model. The result indicates that
efficiency, system availability, fulfillment, and privacy/security have effects on the e
service quality, which positively impacts on the customer satisfaction, leading to higher
repurchase intention. | en_US |
