The Impact of E-Service Quality On Customer Engagement, Customer Experience and Customer Loyalty in B2c E-Commerce

The purpose of this research is to examine the correlation e-service quality, customers’ experience, engagement, and loyalty within B2C e-commerce. This paper describes a theoretical model for investigating main dimension that influences on context loyalty: website design, fulfillment/reliability, customer service security/privacy. Survey data were collected from 205 respondents who had made transactions through e-commerce in last six months. partial least squares technique was applied test model. Based model, comprehensive set hypotheses formulated methodology testing them outlined. These tested empirically demonstrate applicability results indicate experiences are influenced by engagement alongside with loyalties E-commerce. Meanwhile other two factors, quality not influential loyalty. study offers new understanding e-commerce..