The impact of service quality and e-Word of Mouth on the consumer purchase intention: The mediating role of e-trust: An empirical study on the Egyptian online transportation services sector

المؤلف

Faculty of Commerce, Alexandria University

المستخلص

The aim of this research is to analyze the effect of service quality, e-Word of Mouth and e-trust on purchase intention in Egyptian online transportation services sector. Moreover, the current research examines the mediating role for e-trust between service quality, e-word of mouth and purchase intention. Judgmental sampling technique is used, while the study survey results in 392 valid responses. Simple and multiple regression analysis are used for hypotheses testing. The research revealed that service quality had a significant impact on both purchase intention and e-word of mouth, while it has no significant impact on e-Trust. Also, e-word of mouth significantly affected both e-trust and purchase intention. Furthermore, e-Trust didn’t mediate neither the relationship between service quality and purchase intention nor the relationship between e-Word of mouth and purchase intention. The current research offers a particular utility for online transportation management companies and for stakeholders. Knowing that online transportation is considered as an emerging industry, in which there are limited number of researches that explain consumer behavior toward this service. This research is considered as a step ahead toward understanding consumer behavior in online transportation business sector.

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