E-SERVICE QUALITY A KEY DETERMINANT OF ONLINE PURCHASE BEHAVIOR

Abstract

This study will be conducted to determine the impact of E-Service Quality on the online purchase behavior of the customers. As, the competition is increasing at a tremendous rate, On one hand, there is a need to tap new segment of customers and increasing the customer base, on the other hand, there is a need to retain the existing set of customers. Therefore the companies need to look forward to the factors which might affect the customer experience. A questionnaire will be prepared with questions related to online purchase experience and questions related to service quality.The samples in this research will contain consumers who have had transactions at e-shops. But, due to the inability to be certain of the population number, there was no way to be certain of the number of people who practice e-shopping. As a result, this research will employ convenience sampling and e-questionnaires, and prepared questionnaires on Google forms and released them there from.