Assessing the mediating role of e-customer satisfaction on the relationship between e-service quality and e-customer loyalty: Evidence from Uzbekistan Hotel Industry.
DOI:
https://doi.org/10.31150/ajebm.v3i4.201Keywords:
assesing, mediating role, e-customer, satisfaction, relationship, e-service, loyalty, Uzbekistan, Hotel industryAbstract
The aim of the present study is to examine the influence of e-service quality on consumer’s e-loyalty, noting the mediating role e-customer satisfaction. The research was conducted on customers in Samarkand. Data were collected from a sample of 100 respondents. The PLS-SEM analysis applied to measure the relationship of the constructs. The results of this study found positive effect of e-service quality on e-loyalty, which was mediated partially through consumer e-satisfaction. The main findings of this research provide some empirical implications for internet marketers and online retailers in Uzbekistan. E-vendors should understand the customers’ expectations and e-loyalty regarding lodging industry in order to attract new customers as well as to retain their existing clients.
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