TITLE:
E-Service Quality of E-Tailors on E-Repurchase Intention: A Comprehensive Literature Review
AUTHORS:
Ratiyalage Kaushalya Kasunthika, Kanahala Gamage Monali Harshani Wickramarathna
KEYWORDS:
E-Service Quality, E-Repurchase Intention, E-S-QUAL, E-RecS-QUAL
JOURNAL NAME:
Open Journal of Social Sciences,
Vol.14 No.3,
March
10,
2026
ABSTRACT: The rapid growth of electronic commerce has transformed the nature of service delivery, shifting customer interactions from traditional face-to-face encounters to technology-mediated environments. As competition intensifies and switching costs remain low in online markets, understanding the determinants of e-repurchase intention has become a strategic priority for e-retailers. This study examines the development of the concept of e-service quality and its influence on e-repurchase intention by synthesizing prior theoretical and empirical literature. Drawing on the E-S-QUAL and E-RecS-QUAL frameworks, e-service quality is conceptualized as a multidimensional construct comprising efficiency, fulfillment, system availability, privacy, responsiveness, compensation, and contact. The review highlights that superior e-service quality enhances customer confidence, reduces perceived risk, and fosters trust and satisfaction, which collectively strengthens customers’ intentions to repurchase from the same e-retailer. Furthermore, the literature suggests that service recovery dimensions play a critical role in mitigating dissatisfaction and sustaining long-term customer relationships following service failures. By consolidating key service quality dimensions and their behavioral outcomes, this review provides a strong theoretical foundation for examining e-repurchase intention in online contexts. The study justifies the adoption of the E-S-QUAL model as an appropriate and comprehensive measurement framework for investigating customer retention in e-commerce settings.