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Service Convenience and Post-Purchase Behaviour of Online Buyers: An Empirical Study

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Journal of Service Science Research

Abstract

The purpose of this study is to test the proposed research model for measuring the effects of service convenience on the post-purchase behaviour of the Indian consumers in e-retailing. The constructs were taken from the previous literature and were validated through confirmatory factor analysis. The structural equation modelling using AMOS 20.0 was employed to test the causation of service convenience with post-purchase behaviour such as customer satisfaction, loyalty intention, Trust etc. This study contributes the literature of service marketing by incorporating the effect of service convenience on post-purchase behaviour of the customers in e-retailing, especially in Indian context.

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Authors and Affiliations

  1. Department of Business Administration, Frank & Debbie Islam Management Complex, Aligarh Muslim University, Aligarh, India

    Mohd Afaq Khan & Sablu Khan

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  1. Mohd Afaq Khan
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  2. Sablu Khan
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Correspondence to Sablu Khan.

Additional information

Mohd Afaq Khan is an assistant professor of Management at Aligarh Muslim University an India. He holds a Doctoral degree from Aligarh Muslim University. His research interests include areas such as e-retailing services, e-business, and BPO/KPO services. He published more than a 20 research papers in reputed/refereed journals and guided PhD Scholars, eight of whom have been awarded degrees.

Sablu Khan is a Senior Research Fellow at Aligarh Muslim University in India. He holds Master degree in business administration from Aligarh Muslim University. His current research interests involve areas such as service management, e-service quality, e-business, and e-retailing. He published several research papers in reputed/refereed journals including Int. J. Business Forecasting and Marketing Intelligence.

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Khan, M.A., Khan, S. Service Convenience and Post-Purchase Behaviour of Online Buyers: An Empirical Study. J Serv Sci Res 10, 167–188 (2018). https://doi.org/10.1007/s12927-018-0006-x

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  • DOI: https://doi.org/10.1007/s12927-018-0006-x

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