The Impact of E-service Quality on E-loyalty and Revisit Intention through the Mediating Role of E-satisfaction and E-trust

Abstract

Business providers are always concerned about maintaining and increasing customer satisfaction and trust because they are crucial for positive word of mouth, revisit intentions, and loyalty, which are necessary for long-term success in today's customer-focused industry. This study investigates the dimensions tourists use to evaluate e-service quality and their relationship to E-Loyalty and revisits intention among international tourists visiting Kashmir. The study utilized structural equation modeling (SEM) analysis to investigate whether E-Satisfaction and E-Trust mediate in the understudy relationships. The data was collected from 194 international tourists. The study findings have important implications and guidelines for developing E-Service Quality are discussed.

Keywords

• e-service quality
• e- loyalty
• e-satisfaction
• revisit intention
• international tourism