| dc.description.abstract | The main goal of this study is to investigate the effects of e-service quality provided by e-tailors on consumer electronics on e-repurchase intention in Sri Lanka, with e-customer satisfaction acting as a mediator and e-word-of-mouth as a moderator. The E-S-Qual and E-RecS-Qual models were employed in the research study to evaluate the quality of e-services. The seven factors are efficiency, fulfilllment, system availability, privacy, compensation, responsiveness, and contact. A selfadministered questionnaire that garnered a total of 300 valid responses out of 384 was utilized to collect data for an empirical study employing purposeful sampling. The data are examined using structural equation modeling with Smart PLS 4.0 and SPSS 23.0 to look at the model and test the hypothesis. The findings show that three e-service quality factors efficiency, fulfillment, and responsiveness have statistically significant influence on e-repurchase intention.On the other hand, the results demonstrated that e-service quality is related to e-repurchase intentions both directly and through the mediator of customer satisfaction. The findings have important implications for marketers and academics. The results of this study suggest that ecustomer satisfaction plays a partly mediation function between e-service quality and e-repurchase intention. However, there is no moderating relationship between erepurchase intention and e-customer satisfaction. Etailors should put efficiency, fulfillment, and response as their top priorities. The etailer must interact with the customer, fulfill orders, and resolve problems. | en_US |
