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A PLS-SEM approach to understanding E-SQ, E-Satisfaction and E-Loyalty for fashion E-Retailers in Spain

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  • Rodríguez, Pablo Gutiérrez
  • Villarreal, Ricardo
  • Valiño, Pedro Cuesta
  • Blozis, Shelley

Abstract

Brand related goals in the online environment are consistent with those of the retail environment: providing products and services that ultimately convert customers into brand loyal customers. Investigating the components of e-loyalty may be a way to improve it. Using a Spanish sample, this study investigates a nine-dimension, latent variable model to understand the relationship between electronic service quality (e-SQ) and e-satisfaction, as well as that between e-satisfaction and e-loyalty within Spanish fashion brand e-retailers. Results suggest that for fashion e-retailers in Spain, e-service quality is positively related to e-satisfaction and e-satisfaction is positively related to e-loyalty. This work supports the use of this framework in future research to better understand these relationships in other countries.

Suggested Citation

  • Rodríguez, Pablo Gutiérrez & Villarreal, Ricardo & Valiño, Pedro Cuesta & Blozis, Shelley, 2020. "A PLS-SEM approach to understanding E-SQ, E-Satisfaction and E-Loyalty for fashion E-Retailers in Spain," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
    • Handle: RePEc:eee:joreco:v:57:y:2020:i:c:s0969698919315619
    DOI: 10.1016/j.jretconser.2020.102201
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    Cited by:

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    2. Cuesta-Valiño, Pedro & Gutiérrez-Rodríguez, Pablo & García-Henche, Blanca, 2022. "Word of mouth and digitalization in small retailers: Tradition, authenticity, and change," Technological Forecasting and Social Change, Elsevier, vol. 175(C).
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    4. Rahman, Muhammad Sabbir & Bag, Surajit & Hossain, Md Afnan & Abdel Fattah, Fadi Abdel Muniem & Gani, Mohammad Osman & Rana, Nripendra P., 2023. "The new wave of AI-powered luxury brands online shopping experience: The role of digital multisensory cues and customers’ engagement," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    5. Alnawas, Ibrahim & Al Khateeb, Amr, 2022. "Developing and validating a multidisciplinary scale of E-retailing website elements," Journal of Retailing and Consumer Services, Elsevier, vol. 66(C).
    6. Pedro Cuesta-Valiño & Sergey Kazakov & Pablo Gutiérrez-Rodríguez & Orlando Lima Rua, 2023. "The effects of the aesthetics and composition of hotels’ digital photo images on online booking decisions," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-11, December.
    7. Pedro, Yael & Friedmann, Enav & Loureiro, Sandra Maria Correia, 2024. "High-end fashion as a social phenomenon: Exploring the perceptions of designers and consumers," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
    8. Hsu, Chin-Lung & Lin, Judy Chuan-Chuan, 2023. "Understanding the user satisfaction and loyalty of customer service chatbots," Journal of Retailing and Consumer Services, Elsevier, vol. 71(C).
    9. Tsuen-Ho Hsu & Sen-Tien Her & Jia-Jeng Hou, 2021. "Developing Universally Applicable Service Quality Assessment Model Based on the Theory of Consumption Values, and Using Fuzzy Linguistic Preference Relations to Empirically Test Three Industries," Mathematics, MDPI, vol. 9(20), pages 1-32, October.
    10. Agarwal, Reeti & Mehrotra, Ankit & Misra, Dheeraj, 2022. "Customer happiness as a function of perceived loyalty program benefits - A quantile regression approach," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    11. Hauff, Sven & Richter, Nicole Franziska & Sarstedt, Marko & Ringle, Christian M., 2024. "Importance and performance in PLS-SEM and NCA: Introducing the combined importance-performance map analysis (cIPMA)," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    12. Molinillo, Sebastian & Aguilar-Illescas, Rocío & Anaya-Sánchez, Rafael & Carvajal-Trujillo, Elena, 2022. "The customer retail app experience: Implications for customer loyalty," Journal of Retailing and Consumer Services, Elsevier, vol. 65(C).
    13. Serravalle, Francesca & Vanheems, Régine & Viassone, Milena, 2023. "Does product involvement drive consumer flow state in the AR environment? A study on behavioural responses," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
    14. Lusiana Pratiwi & Sunaryo Sunaryo, 2021. "The effect of e-service quality on e-loyalty mediated by e-trust and brand image variables," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 10(6), pages 56-62, September.
    15. Rayburn, Steven W. & Anderson, Sidney T. & Zank, Gail M. & McDonald, Imani, 2022. "M-atmospherics: From the physical to the digital," Journal of Retailing and Consumer Services, Elsevier, vol. 64(C).
    16. Higueras-Castillo, Elena & Liébana-Cabanillas, Francisco J. & Villarejo-Ramos, Ángel F., 2023. "Intention to use e-commerce vs physical shopping. Difference between consumers in the post-COVID era," Journal of Business Research, Elsevier, vol. 157(C).
    17. Polenzani, Bianca & Marchini, Andrea, 2022. "Does the Covid-19 affect food consumption patterns? A Transaction Cost Perspective," Economia agro-alimentare / Food Economy, Italian Society of Agri-food Economics/Società Italiana di Economia Agro-Alimentare (SIEA), vol. 24(2), September.

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