Impact of E-Commerce Service and Experience Factors on Customer Loyalty

Author(s)	Ms. Tamanna Takshak, Ms. Akanksha Sahu, Ms. Aditi Jadon, Ms. Vanshika Kariwal
Country	India
Abstract	This study examines how online customer experience factors like informativeness, entertainment, and e-service quality influence consumer loyalty in B2C e-commerce. It finds that overall customer experience strongly drives loyalty, though some factors like e-service quality and engagement may not have a direct impact. The research offers a strategic framework for businesses to enhance digital experiences and boost repeat purchases.
Keywords	E-service Quality, Consumer Loyalty, B2C E- Commerce, Repeat Purchase Behavior.
Field	Sociology > Administration / Law / Management
Published In	Volume 8, Issue 2, March-April 2026
Published On	2026-04-16

About IJFMR Fees & Payment Current Issue Publication Archive	Submit Research Paper Track Submission Status Publication Guidelines Publication Ethics Peer Review & Plagiarism	Join as a Reviewer Editors & Reviewers Reviewer Referral Program Get Reviewer Membership Certi.	Website/Journal Policies Usage Policy Content Policies Privacy Policy

Contact Us		+91-9687-828-838	editor@ijfmr.com

International Journal For Multidisciplinary Research