@article{ART003231021},
author={Ji-sang Lee and Hyeon-Suk Park},
title={Integrated Model Analysis of Customer Loyalty of E-Service Quality in E-Commerce Platforms},
journal={Industry Promotion Research},
issn={2466-1139},
year={2025},
volume={10},
number={3},
pages={61-77},
doi={10.21186/IPR.2025.10.3.061}
TY - JOUR
AU - Ji-sang Lee
AU - Hyeon-Suk Park
TI - Integrated Model Analysis of Customer Loyalty of E-Service Quality in E-Commerce Platforms
JO - Industry Promotion Research
PY - 2025
VL - 10
IS - 3
PB - Industrial Promotion Institute
SP - 61
EP - 77
SN - 2466-1139
AB - This study comprehensively analyzed the effect of e-service quality of e-commerce platforms on customer loyalty. For this purpose, a survey was conducted on 300 e-commerce platform users from May 20th to 26th, 2025, and the data was analyzed using a structural equation model. The results of the study are as follows: First, e-service quality had a significant positive (+) effect on customer satisfaction and consumer trust, and these two variables significantly mediated the relationship between e-service quality and customer loyalty. In particular, the dual mediating effect, where customer satisfaction leads to customer loyalty through consumer trust, was also found to be significant. Second, perceived value showed a significant moderating effect on the relationship between consumer trust and customer loyalty, but it did not show a significant moderating effect on the relationship between customer satisfaction and customer loyalty. Third, the consumer's income level significantly moderated the relationship between e-service quality and consumer trust, but no significant moderating effect was found in the relationship between e-service quality and customer satisfaction. This study empirically confirms the mediating effects of consumer trust and customer satisfaction and the moderating effects of perceived value and income on the impact of e-service quality on customer loyalty, which has theoretical and practical implications for platform companies' loyalty strategies based on customer characteristics.
KW - E-commerce Platform;E-Service Quality;Customer Loyalty;Consumer Trust;Customer Satisfaction;Perceived Value;Income
DO - 10.21186/IPR.2025.10.3.061
ER -
Ji-sang Lee and Hyeon-Suk Park. (2025). Integrated Model Analysis of Customer Loyalty of E-Service Quality in E-Commerce Platforms. Industry Promotion Research, 10(3), 61-77.
Ji-sang Lee and Hyeon-Suk Park. 2025, "Integrated Model Analysis of Customer Loyalty of E-Service Quality in E-Commerce Platforms", Industry Promotion Research, vol.10, no.3 pp.61-77. Available from: doi:10.21186/IPR.2025.10.3.061
Ji-sang Lee, Hyeon-Suk Park "Integrated Model Analysis of Customer Loyalty of E-Service Quality in E-Commerce Platforms" Industry Promotion Research 10.3 pp.61-77 (2025) : 61.
Ji-sang Lee, Hyeon-Suk Park. Integrated Model Analysis of Customer Loyalty of E-Service Quality in E-Commerce Platforms. 2025; 10(3), 61-77. Available from: doi:10.21186/IPR.2025.10.3.061
Ji-sang Lee and Hyeon-Suk Park. "Integrated Model Analysis of Customer Loyalty of E-Service Quality in E-Commerce Platforms" Industry Promotion Research 10, no.3 (2025) : 61-77.doi: 10.21186/IPR.2025.10.3.061
Ji-sang Lee; Hyeon-Suk Park. Integrated Model Analysis of Customer Loyalty of E-Service Quality in E-Commerce Platforms. Industry Promotion Research, 10(3), 61-77. doi: 10.21186/IPR.2025.10.3.061
Ji-sang Lee; Hyeon-Suk Park. Integrated Model Analysis of Customer Loyalty of E-Service Quality in E-Commerce Platforms. Industry Promotion Research. 2025; 10(3) 61-77. doi: 10.21186/IPR.2025.10.3.061
Ji-sang Lee, Hyeon-Suk Park. Integrated Model Analysis of Customer Loyalty of E-Service Quality in E-Commerce Platforms. 2025; 10(3), 61-77. Available from: doi:10.21186/IPR.2025.10.3.061
Ji-sang Lee and Hyeon-Suk Park. "Integrated Model Analysis of Customer Loyalty of E-Service Quality in E-Commerce Platforms" Industry Promotion Research 10, no.3 (2025) : 61-77.doi: 10.21186/IPR.2025.10.3.061
