E-SATISFACTION AS A MEDIATOR BETWEEN INFORMATION QUALITY, SYSTEM QUALITY AND SERVICE QUALITY ON E-LOYALTY IN SAUDI ARABIA
The aim of the study is to explore the impact of website qualities measures (information quality, System quality and Service quality) on the E-satisfaction, and E-loyalty. Both quantitative and deductive approach are applied in this study based on a modified framework of Technology Acceptance Model (TAM). Data were collected from 384 participants using Quota sampling with a self-directed survey, and results were derived based on the application of Partial Least Square - Structural Equation Modelling (PLS-SEM) approach. Based on previous studies there is seems a problem in the system, information as well as the service quality in Saudi Arabia in regards of internal navigation within a webpage; such as inconsistency in language interfaces, website layout, icon labelling, missing contact information, website updates, speed of the Website, clarity of Website, the effectiveness of the Website, easy navigation, and ease of use which can affect the service quality presented through the website, navigating in the website. Which determined serious problem with customers E-loyalty toward online shopping websites in Saudi Arabia. The results show all other hypotheses are accepted and showing a positive significant relationship. One hypothesis is rejected which is “There is a positive relationship between website service quality and consumer e-loyalty”.
E-commerce, Management, E-satisfaction, E-consumers, Technology