Abstract:
The purpose of this research was to identify the dimensions of overall service quality,
customer satisfaction and purchase intentions.
Data collected from 448 online consumers were used to test factors influencing customer
purchase intentions in online shopping.
To test the factors influencing the overall service quality, customer satisfaction and
purchase intention PLS (partial least square), multiple regression and simple linear
regression is being used. The result of our analysis shows that the dimensions of reliability,
personalization, responsiveness, trust affect overall service quality and customer
satisfaction. However, the website design dimension is not significantly related to overall
service quality and customer satisfaction.
