Application of the Servqual Model in the E-cosmetics Sector

Abstract

This study utilizes the SERVQUAL model to conduct a comprehensive analysis of the impact of service quality on customer satisfaction and loyalty within Türkiye’s rapidly expanding e-cosmetics sector. As the industry experiences substantial growth due to digital transformation and changing consumer behaviors, the importance of high service quality in maintaining customer loyalty has never been more critical. This research collected data from 95 participants through meticulously designed online surveys conducted between May and June 2024, employing an adapted SERVQUAL survey to assess service quality across five key dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. Utilizing advanced statistical methods with SmartPLS 4.0, the study explores both the direct and indirect effects of these dimensions on customer satisfaction (CS) and customer loyalty (CL). The findings reveal that while tangibles, reliability, and assurance have strong positive impacts on customer satisfaction, other factors such as product quality, brand image, and user interface design also significantly affect customer satisfaction and loyalty. This study provides actionable insights into how e-cosmetics companies can enhance their service quality to better meet consumer expectations, thereby fostering sustained customer satisfaction and loyalty.