An investigation of relationship among E-tailingservice quality, E-satisfaction, E-trust and customers commitment

The purpose of this study is to propose and demonstrate an integrative model of e-tailing service quality, e-satisfaction, e-trust and commitment. Customer's commitment is fundamental to the survival and profitability of e-tailing. Perhaps, study variables have considerable importance on e-tailers performance. The data were collected from a sample of 383 students at universities in China during the first quarter of 2014. We used confirmatory factor analysis (CFA) and structural equation modeling (SEM) to evaluate the hypotheses about the relationship among model constructs. Thus all the hypotheses developed in the study were positively confirmed except one, reinforcing the theory and previous research in this field. This study reveals interesting implications in the e-tailing service quality, esatisfaction, e-trust and customers commitment that are useful to both academicians and practitioners.