Purchasing behaviour in an online supermarket: the applicability of E-S-QUAL

The purpose of this paper is twofold: first, to assess the applicability of the four dimensions of online service quality, as proposed in the E-S-QUAL scale, to the setting of an online supermarket; and, second, to propose and test a model that links these e-quality dimensions with loyalty and purchasing behaviour in the setting of an online supermarket.

Purchasing behaviour in an online supermarket: The applicability of E-S-QUAL

Frederic Marimon

International University of Catalonia

Richard Vidgen

University of New South Wales

Stuart Barnes

University of East Anglia

Eduard Cristóbal


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