Impact of website quality, product assortment, customer reviews, and perceived service quality on online loyalty: the role of perceived value as a mediator
The primary aim of this paper was to test the impact of customer reviews, website quality, perceived service quality, and product assortment on perceived value and online loyalty. This study also sought to confirm whether perceived value mediates the relationship among the stated factors. The requir...
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| Format: | Article |
| Language: | English |
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Taylor & Francis Group
2025-12-01
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| Series: | Cogent Business & Management |
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| Online Access: | https://www.tandfonline.com/doi/10.1080/23311975.2024.2433706 |
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| author | Jalal Rajeh Hanaysha Fayez Bassam Shriedeh Osman Gulseven |
| author_facet | Jalal Rajeh Hanaysha Fayez Bassam Shriedeh Osman Gulseven |
| author_sort | Jalal Rajeh Hanaysha |
| collection | DOAJ |
| description | The primary aim of this paper was to test the impact of customer reviews, website quality, perceived service quality, and product assortment on perceived value and online loyalty. This study also sought to confirm whether perceived value mediates the relationship among the stated factors. The required data for this research were gathered from several customers of online retail stores in the United Arab Emirates using a survey method. All responses were analyzed using the software of SmartPLS 4.0 to validate the suggested hypotheses and draw conclusions. Overall, the findings depicted that perceived value positively influences online loyalty. The outcomes also showed that customer reviews, website quality, perceived service quality, and product assortment positively affect perceived value as well as online loyalty. Finally, the outcomes support the mediating effect of perceived value among the aforementioned constructs and online loyalty. This paper contributes to the prevailing research on the topic by validating the significance of the selected factors in influencing perceived value and online loyalty, considering that only limited researches were done on these constructs in the MENA region. |
| format | Article |
| id | doaj-art-c92bea30a2da454ba0e33e3ecdb30653 |
| institution | OA Journals |
| issn | 2331-1975 |
| language | English |
| publishDate | 2025-12-01 |
| publisher | Taylor & Francis Group |
| record_format | Article |
| series | Cogent Business & Management |
| spelling | doaj-art-c92bea30a2da454ba0e33e3ecdb306532025-08-20T01:56:20ZengTaylor & Francis GroupCogent Business & Management2331-19752025-12-0112110.1080/23311975.2024.2433706Impact of website quality, product assortment, customer reviews, and perceived service quality on online loyalty: the role of perceived value as a mediatorJalal Rajeh Hanaysha0Fayez Bassam Shriedeh1Osman Gulseven2School of Business, Skyline University College, Sharjah, United Arab EmiratesDepartment of Marketing, Faculty of Business, The Hashemite University, Zarqa, JordanDepartment of Natural Resource Economics, Faculty of Agricultural and Marine Sciences, Sultan Qaboos University, Muscat, OmanThe primary aim of this paper was to test the impact of customer reviews, website quality, perceived service quality, and product assortment on perceived value and online loyalty. This study also sought to confirm whether perceived value mediates the relationship among the stated factors. The required data for this research were gathered from several customers of online retail stores in the United Arab Emirates using a survey method. All responses were analyzed using the software of SmartPLS 4.0 to validate the suggested hypotheses and draw conclusions. Overall, the findings depicted that perceived value positively influences online loyalty. The outcomes also showed that customer reviews, website quality, perceived service quality, and product assortment positively affect perceived value as well as online loyalty. Finally, the outcomes support the mediating effect of perceived value among the aforementioned constructs and online loyalty. This paper contributes to the prevailing research on the topic by validating the significance of the selected factors in influencing perceived value and online loyalty, considering that only limited researches were done on these constructs in the MENA region.https://www.tandfonline.com/doi/10.1080/23311975.2024.2433706Customer reviewsonline loyaltyperceived service qualityperceived valueproduct assortmentwebsite quality |
| spellingShingle | Jalal Rajeh Hanaysha Fayez Bassam Shriedeh Osman Gulseven Impact of website quality, product assortment, customer reviews, and perceived service quality on online loyalty: the role of perceived value as a mediator Cogent Business & Management Customer reviews online loyalty perceived service quality perceived value product assortment website quality |
| title | Impact of website quality, product assortment, customer reviews, and perceived service quality on online loyalty: the role of perceived value as a mediator |
| title_full | Impact of website quality, product assortment, customer reviews, and perceived service quality on online loyalty: the role of perceived value as a mediator |
| title_fullStr | Impact of website quality, product assortment, customer reviews, and perceived service quality on online loyalty: the role of perceived value as a mediator |
| title_full_unstemmed | Impact of website quality, product assortment, customer reviews, and perceived service quality on online loyalty: the role of perceived value as a mediator |
| title_short | Impact of website quality, product assortment, customer reviews, and perceived service quality on online loyalty: the role of perceived value as a mediator |
| title_sort | impact of website quality product assortment customer reviews and perceived service quality on online loyalty the role of perceived value as a mediator |
| topic | Customer reviews online loyalty perceived service quality perceived value product assortment website quality |
| url | https://www.tandfonline.com/doi/10.1080/23311975.2024.2433706 |
| work_keys_str_mv | AT jalalrajehhanaysha impactofwebsitequalityproductassortmentcustomerreviewsandperceivedservicequalityononlineloyaltytheroleofperceivedvalueasamediator AT fayezbassamshriedeh impactofwebsitequalityproductassortmentcustomerreviewsandperceivedservicequalityononlineloyaltytheroleofperceivedvalueasamediator AT osmangulseven impactofwebsitequalityproductassortmentcustomerreviewsandperceivedservicequalityononlineloyaltytheroleofperceivedvalueasamediator |