The Role of E-Service Quality and Information Quality in Creating Perceived Value: Antecedents to Web Site Loyalty

Abstract

This theory-testing study is an examination of the influences of perceived information quality and perceived e-service quality in determining perceived value, and the influence of these three constructs in determining web site loyalty intentions. The results indicate that (1) perceived e-service quality and perceived information quality similarly influence loyalty intentions, (2) perceived e-service quality more strongly influences perceived value than does perceived information quality, and (3) perceived information quality partially mediates the relationship between perceived e-service quality and perceived value. The model was significant in explaining loyalty intentions.

Keywords:

• information quality
• e-service quality
• perceived value
• loyalty intentions

Acknowledgments

This project has been partially funded by the Pontikes Center, Southern Illinois University.

A previous version of this article was presented at the 2008 Decision Sciences Institute National Conference.

Chris Griffin has passed away since the publication of the original article.

Notes