Validation of Customers’ Perceived E-Service Quality Determinants: A Study of Online Shoppers

Abstract

The purpose of this study is to refine and examine the reliability and validity of e-service quality determinants in online purchase environment. The study assessed the perception of 425 online buyers from Rajasthan. The measure used for the study was the determinants of e-service quality to study customers’ perception about various key e-service quality dimensions in online purchase environment. Confirmatory Factors Analysis (CFA) was used to test the reliability and validity of the measurement model. The findings revealed the good and acceptable internal consistency among the constructs of the study. The measurement model fit was found to be good using different model fit indices like CMIN, DF, GFI, NFI, CHI, IFI, TLI, and RMSEA.