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• W4313441768 abstract "Purpose This research aims to investigate the effects of e-service quality on customer satisfaction and customer loyalty. The moderating effects of web design and trust in the relationship between e-service quality and customer satisfaction are also explored. Design/methodology/approach A conceptual model involving various dimensions of e-service quality, customer satisfaction, loyalty, price perception and web design is developed, and hypothesized relationships are tested using Hayes’s PROCESS macros. A survey instrument and data from 650 respondents who are regular e-buyers from the southern part of India are used. Findings The results indicate that e-service quality positively relates to customer satisfaction and loyalty. The findings also suggest that price perception and trust are vital in enhancing customer satisfaction. Further, the indirect effect of e-service quality on customer loyalty through customer satisfaction is supported. Finally, web design (first moderator) and trust (second moderator) significantly influence the relationship between e-service quality and customer satisfaction. Research limitations/implications This research underscores the importance of e-service quality, web design, and trust in influencing customer satisfaction. Based on the findings from this study, e-retailers are suggested to discover the methods of building and improving customer trust and create a web design that is appealing to the customer to enhance satisfaction and loyalty. Some of the limitations of this study include common method bias and social desirability bias. However, the authors have taken adequate care to minimize these biases. Originality/value This paper used the e-service quality model and investigated the consequences of e-service quality during the post-pandemic new normal period in a developing country (India). The double moderation of web design and trust is a novel idea that previous researchers have not explored to the best of the authors' knowledge and makes a significant contribution to service marketing. In addition to providing resounding evidence of direct relationships, the three-way interaction investigated in this study makes this study unique and pivotal." @default.
• W4313441768 created "2023-01-06" @default.
• W4313441768 creator A5001484878 @default.
• W4313441768 creator A5053723564 @default.
• W4313441768 creator A5091864609 @default.
• W4313441768 date "2023-01-03" @default.
• W4313441768 modified "2023-10-18" @default.
• W4313441768 title "Web design and trust as moderators in the relationship between e-service quality, customer satisfaction and customer loyalty" @default.
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• W4313441768 doi "https://doi.org/10.1108/tqm-10-2022-0298" @default.
• W4313441768 hasPublicationYear "2023" @default.
• W4313441768 type Work @default.
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• W4313441768 hasAuthorship W4313441768A5053723564 @default.

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