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This study intends to investigate the impact of e-service quality on Malaysian customers' propensity to make online purchase. Data collection was performed by distributing questionnaires to online shoppers in Klang Valley, Malaysia by employing purposive sampling technique. A total of 212 questionnaires were usable for data analysis by using PLS-SEM method. According to the findings, the likelihood to purchase online was positively impacted by all the e-service quality dimensions namely trust, shopping enjoyment, website design, and privacy. This study also discusses the practical implications and put forward several recommendations to be considered by future researchers. Keywords: E-Service Quality; Purchase Intention; Online Retailers; PLS-SEM eISSN: 2398-4287 © 2023. The Authors. Published for AMER & cE-Bs by e-International Publishing House, Ltd., UK. This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer–review under responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers), and cE-Bs (Centre for Environment-Behaviour Studies), College of Built Environment, Universiti Teknologi MARA, Malaysia. DOI: https://doi.org/10.21834/ebpj.v8i24.4676 |
