IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION AND LOYALTY IN E-TAILING.

Registration ID: IJNRD_213315

Published ID: IJNRD2402024

DOI: http://doi.one/10.1729/Journal.37804

Dr. Sukanya Metta , K Satish Chandra

Reliability, Assurance, Tangibility, Empathy, Responsiveness, Customer Satisfaction, Customer Loyalty

The impact of the service quality dimensions—reliability, assurance, tangibility, empathy, and responsiveness—on customer satisfaction and loyalty is thoroughly reviewed in this study paper. The data constantly shows that customer satisfaction, loyalty, and service quality are positively correlated. Customer satisfaction and loyalty are positively impacted by reliability, which is a crucial aspect. Customer satisfaction and loyalty are found to be significantly influenced by assurance, particularly in the e-commerce sector. Customer satisfaction and loyalty are strongly impacted by tangibility, which emphasizes responsiveness, reliability, and empathy.Finally, responsiveness is emphasized for its positive correlation with both customer satisfaction and loyalty. Overall, the study establishes a robust foundation for proposed hypotheses, shedding light on the complex relationships between service quality dimensions and customer satisfaction and loyalty across diverse sectors. These findings offer valuable insights for businesses looking to optimize customer-centric strategies for long-term competitive advantage and improved outcomes. Empathy is explored in relation to emotional satisfaction and customer contentment, with evidence supporting a mediating role of customer satisfaction.

Published Paper   E-Certificate

Dr. Sukanya Metta & K Satish Chandra (February-2024). IMPACT OF SERVICE QUALITY ON CUSTOMER SATISFACTION AND LOYALTY IN E-TAILING.. INTERNATIONAL JOURNAL OF NOVEL RESEARCH AND DEVELOPMENT, 9(2), a172-a179. http://doi.one/10.1729/Journal.37804

Volume 9 Issue 2, February-2024

Pages : a172-a179

Paper Reg. ID: IJNRD_213315

Published Paper Id: IJNRD2402024

Downloads: 000121995

Research Area: Management

Country: Rangareddy, Telangana, India

Published Paper PDF: https://ijnrd.org/papers/IJNRD2402024.pdf

Published Paper URL: https://ijnrd.org/viewpaperforall?paper=IJNRD2402024

Crossref DOI: http://doi.one/10.1729/Journal.37804

Journal Name: INTERNATIONAL JOURNAL OF NOVEL RESEARCH AND DEVELOPMENT(IJNRD)

ISSN: 2456-4184 | IMPACT FACTOR: 8.76 Calculated By Google Scholar | ESTD YEAR: 2016

An International Scholarly Open Access Journal, Peer-Reviewed, Refereed Journal Impact Factor 8.76 Calculate by Google Scholar and Semantic Scholar | AI-Powered Research Tool, Multidisciplinary, Monthly, Multilanguage Journal Indexing in All Major Database & Metadata, Citation Generator

Publisher: IJNRD (IJ Publication) Janvi Wave | IJNRD.ORG | IJNRD.COM | IJPUB.ORG

This work is licensed under a Creative Commons Attribution 4.0 International License and The Open Definition

Call For Paper - Volume 10 | Issue 10 | October 2025

IJNRD is a Scholarly Open Access, Peer-reviewed, and Refereed Journal with a High Impact Factor of 8.76 (calculated by Google Scholar & Semantic Scholar | AI-Powered Research Tool). It is a Multidisciplinary, Monthly, Low-Cost Journal that follows UGC CARE 2025 Peer-Reviewed Journal Policy norms, Scopus journal standards, and Transparent Peer Review practices to ensure quality and credibility. IJNRD provides indexing in all major databases & metadata repositories, a citation generator, and Digital Object Identifier (DOI) for every published article with full open-access visibility.

The INTERNATIONAL JOURNAL OF NOVEL RESEARCH AND DEVELOPMENT (IJNRD) aims to advance applied, theoretical, and experimental research across diverse fields. Its goal is to promote global scientific information exchange among researchers, developers, engineers, academicians, and practitioners. IJNRD serves as a platform where educators and professionals can share research evidence, models of best practice, and innovative ideas, contributing to academic growth and industry relevance.

Indexing Coverage includes Google Scholar, SSRN, ResearcherID-Publons, Semantic Scholar (AI-Powered Research Tool), Microsoft Academic, Academia.edu, arXiv.org, ResearchGate, CiteSeerX, ResearcherID (Thomson Reuters), Mendeley, DocStoc, ISSUU, Scribd, and many more recognized academic repositories.

How to submit the paper?

Important Dates for Current issue

Paper Submission Open For: October 2025

Current Issue: Volume 10 | Issue 10 | October 2025

Impact Factor: 8.76

Last Date for Paper Submission: Till 31-Oct-2025

Notification of Review Result: Within 1-2 Days after Submitting paper.

Publication of Paper: Within 01-02 Days after Submititng documents.

Frequency: Monthly (12 issue Annually).

Journal Type: IJNRD is an International Peer-reviewed, Refereed, and Open Access Journal with Transparent Peer Review as per the new UGC CARE 2025 guidelines, offering low-cost multidisciplinary publication with Crossref DOI and global indexing.

Subject Category: Research Area

Call for Paper: More Details