{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,2,10]],"date-time":"2026-02-10T18:14:05Z","timestamp":1770747245669,"version":"3.49.0"},"reference-count":152,"publisher":"Institute of Electrical and Electronics Engineers (IEEE)","license":[{"start":{"date-parts":[[2022,1,1]],"date-time":"2022-01-01T00:00:00Z","timestamp":1640995200000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by-nc-nd\/4.0\/"}],"content-domain":{"domain":[],"crossmark-restriction":false},"short-container-title":["IEEE Access"],"published-print":{"date-parts":[[2022]]},"DOI":"10.1109\/access.2022.3190637","type":"journal-article","created":{"date-parts":[[2022,7,13]],"date-time":"2022-07-13T19:30:57Z","timestamp":1657740657000},"page":"77337-77350","source":"Crossref","is-referenced-by-count":9,"title":["Role of E-Service Quality (E-SQ) on Customers\u2019 Online Buying Intention: An Extended Theory of Planned Behavior"],"prefix":"10.1109","volume":"10","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-6705-6725","authenticated-orcid":false,"given":"Narender Singh","family":"Bhati","sequence":"first","affiliation":[{"name":"Department of Business Administration, Manipal University Jaipur, Jaipur, India"}]},{"ORCID":"https:\/\/orcid.org\/0000-0002-7032-4962","authenticated-orcid":false,"given":"Lokesh","family":"Vijayvargy","sequence":"additional","affiliation":[{"name":"Jaipuria Institute of Management, Jaipur, India"}]},{"given":"Amit","family":"Pandey","sequence":"additional","affiliation":[{"name":"College of Informatics, Bule Hora University, Oromia, Ethiopia"}]}],"member":"263","reference":[{"key":"ref1","article-title":"The examination of attitudes toward buying food online in Ho Chi Minh City","author":"Giang","year":"2021"},{"key":"ref2","volume-title":"E-Commerce Ind. India","year":"2022"},{"key":"ref3","volume-title":"e-Commerce, Trade and the COVID-19 Pandemic","year":"2022"},{"key":"ref4","doi-asserted-by":"publisher","DOI":"10.3390\/economies9020057"},{"key":"ref5","doi-asserted-by":"publisher","DOI":"10.11648\/j.jim.20200903.11"},{"key":"ref6","doi-asserted-by":"publisher","DOI":"10.1002\/j.1681-4835.2003.tb00073.x"},{"key":"ref7","first-page":"4","article-title":"Customer perceptions of service quality in internet based electronic commerce","volume-title":"Proc. EMAC Conf.","volume":"81","author":"Yang"},{"key":"ref8","doi-asserted-by":"publisher","DOI":"10.1108\/01443570410563278"},{"key":"ref9","doi-asserted-by":"publisher","DOI":"10.1108\/09604520310506513"},{"key":"ref10","doi-asserted-by":"publisher","DOI":"10.1108\/09564230210447913"},{"key":"ref11","doi-asserted-by":"publisher","DOI":"10.1080\/14765280802028302"},{"key":"ref12","doi-asserted-by":"publisher","DOI":"10.14706\/JECOSS115110"},{"issue":"6","key":"ref13","first-page":"541","article-title":"Investigating effect of services quality dimensions on insurant satisfaction; studying domain: Customers of social security insurance","volume":"4","author":"Zahedifard","year":"2014","journal-title":"J. Life Sci. Biomed."},{"key":"ref14","doi-asserted-by":"publisher","DOI":"10.4018\/IJSSMET.2017010102"},{"key":"ref15","doi-asserted-by":"publisher","DOI":"10.1016\/j.jbusres.2008.01.036"},{"key":"ref16","doi-asserted-by":"publisher","DOI":"10.1016\/j.jbusres.2008.01.018"},{"key":"ref17","doi-asserted-by":"publisher","DOI":"10.2307\/1251929"},{"key":"ref18","doi-asserted-by":"publisher","DOI":"10.1111\/jems.12192"},{"key":"ref19","doi-asserted-by":"publisher","DOI":"10.1016\/j.elerap.2017.11.002"},{"issue":"1","key":"ref20","first-page":"20","article-title":"Adopting technology for customer relationship management in higher educational institutions","volume":"1","author":"Badwan","year":"2017","journal-title":"Int. J. Eng. Inf. Syst."},{"key":"ref21","doi-asserted-by":"publisher","DOI":"10.1016\/j.promfg.2018.02.155"},{"key":"ref22","doi-asserted-by":"publisher","DOI":"10.1080\/08874417.2017.1300514"},{"key":"ref23","doi-asserted-by":"publisher","DOI":"10.3390\/su10010156"},{"key":"ref24","doi-asserted-by":"publisher","DOI":"10.1016\/j.jretconser.2017.12.006"},{"key":"ref25","doi-asserted-by":"publisher","DOI":"10.1007\/s10257-016-0319-6"},{"key":"ref26","doi-asserted-by":"publisher","DOI":"10.4018\/IJTD.2018070105"},{"key":"ref27","article-title":"Factors affecting consumer buying behavior in e-commerce business during outbreak of COVID-19: A case study on top e-commerce websites","author":"Jawaid","year":"2021"},{"key":"ref28","doi-asserted-by":"publisher","DOI":"10.1016\/j.eswa.2013.07.012"},{"key":"ref29","doi-asserted-by":"publisher","DOI":"10.1016\/j.elerap.2005.01.001"},{"key":"ref30","doi-asserted-by":"publisher","DOI":"10.1108\/09685220110366713"},{"key":"ref31","doi-asserted-by":"publisher","DOI":"10.1108\/10662240510590333"},{"key":"ref32","volume-title":"Delivering Quality Service","author":"Zeithaml","year":"1990"},{"issue":"1","key":"ref33","first-page":"12","article-title":"SERVQUAL: A multiple-item scale for measuring consumer perc","volume":"64","author":"Parasuraman","year":"1988","journal-title":"J. Retailing"},{"key":"ref34","volume-title":"Essentials Service Marketing","author":"Hoffman","year":"1997"},{"key":"ref35","volume-title":"A Conceptual Framework For Understanding E-SQ: Implications for Future Research and Managerial Practice, Marketing Science Institute","author":"Zeithaml","year":"2000"},{"key":"ref36","doi-asserted-by":"publisher","DOI":"10.1108\/IMDS-12-2017-0598"},{"key":"ref37","doi-asserted-by":"publisher","DOI":"10.1016\/j.elerap.2018.01.006"},{"key":"ref38","doi-asserted-by":"publisher","DOI":"10.4067\/S0718-18762018000100103"},{"key":"ref39","doi-asserted-by":"publisher","DOI":"10.4018\/978-1-5225-7766-9.ch017"},{"key":"ref40","doi-asserted-by":"publisher","DOI":"10.1016\/j.jbusres.2012.09.007"},{"key":"ref41","doi-asserted-by":"publisher","DOI":"10.1080\/02642069.2010.529434"},{"issue":"1","key":"ref42","first-page":"13","article-title":"The impact of online shopping experience on risk perceptions and online PIs: Does the product category matter?","volume":"15","author":"Dai","year":"2014","journal-title":"J. Electron. Commerce Res."},{"key":"ref43","doi-asserted-by":"publisher","DOI":"10.1108\/10662241111123766"},{"key":"ref44","volume-title":"A Conceptual Framework for Understanding E-SQ: Implications for Future Research and Managerial Practice","author":"Zeithaml","year":"2000"},{"key":"ref45","article-title":"Measuring e-service quality and its linkage to customer loyalty","author":"Yang","year":"2001"},{"key":"ref46","doi-asserted-by":"publisher","DOI":"10.1108\/14684520810914025"},{"key":"ref47","doi-asserted-by":"publisher","DOI":"10.1080\/10864415.2003.11044275"},{"key":"ref48","doi-asserted-by":"publisher","DOI":"10.3846\/btp.2020.11346"},{"key":"ref49","doi-asserted-by":"publisher","DOI":"10.1080\/23311975.2021.1978370"},{"key":"ref50","volume-title":"Belief, Attitude, Intention and Behavior","author":"Fishbein","year":"1975"},{"key":"ref51","doi-asserted-by":"publisher","DOI":"10.1016\/0749-5978(91)90020-T"},{"key":"ref52","doi-asserted-by":"publisher","DOI":"10.17705\/1CAIS.01250"},{"key":"ref53","doi-asserted-by":"publisher","DOI":"10.1016\/j.compedu.2013.02.014"},{"issue":"4","key":"ref54","first-page":"265","article-title":"A cross-cultural examination of the intention to use technology between Singaporean and Malaysian pre-service teachers: An application of the technology acceptance model (TAM)","volume":"11","author":"Teo","year":"2008","journal-title":"Educ. Technol. Soc."},{"key":"ref55","doi-asserted-by":"publisher","DOI":"10.1080\/10494821003714632"},{"key":"ref56","doi-asserted-by":"publisher","DOI":"10.1016\/j.compedu.2011.03.002"},{"key":"ref57","doi-asserted-by":"publisher","DOI":"10.1016\/j.chb.2016.05.043"},{"key":"ref58","doi-asserted-by":"publisher","DOI":"10.1016\/j.jbusres.2003.08.002"},{"key":"ref59","doi-asserted-by":"publisher","DOI":"10.2307\/25148660"},{"key":"ref60","doi-asserted-by":"publisher","DOI":"10.1086\/209170"},{"key":"ref61","doi-asserted-by":"publisher","DOI":"10.1016\/j.compedu.2012.04.015"},{"key":"ref62","doi-asserted-by":"publisher","DOI":"10.1016\/j.compedu.2010.06.006"},{"key":"ref63","doi-asserted-by":"publisher","DOI":"10.1108\/10662240410542643"},{"key":"ref64","doi-asserted-by":"publisher","DOI":"10.1348\/014466601164939"},{"key":"ref65","doi-asserted-by":"publisher","DOI":"10.1108\/10662240210422521"},{"key":"ref66","doi-asserted-by":"publisher","DOI":"10.1108\/02652320810894406"},{"key":"ref67","doi-asserted-by":"publisher","DOI":"10.1016\/S0963-8687(02)00017-3"},{"key":"ref68","doi-asserted-by":"publisher","DOI":"10.1145\/953460.953505"},{"key":"ref69","doi-asserted-by":"publisher","DOI":"10.1109\/3468.852436"},{"key":"ref70","first-page":"24","article-title":"Web design in e-commerce: A theory and empirical analysis","volume-title":"Proc. Int. Conf. Inf. Syst. (ICIS)","author":"Song"},{"key":"ref71","doi-asserted-by":"publisher","DOI":"10.17705\/1jais.00005"},{"key":"ref72","doi-asserted-by":"publisher","DOI":"10.1080\/10864415.2003.11044270"},{"key":"ref73","doi-asserted-by":"publisher","DOI":"10.1108\/10662240410542634"},{"key":"ref74","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijinfomgt.2004.08.004"},{"key":"ref75","volume-title":"The Science of Real-Time Data Capture: Self-Reports in Health Research","year":"2003"},{"key":"ref76","doi-asserted-by":"publisher","DOI":"10.1037\/h0035872"},{"key":"ref77","first-page":"96","article-title":"Technologies movies applicate an education superior","volume-title":"Proc. 17th Congr. Argentina de Ciancia\u2019s de la Comput.","author":"Herrera"},{"key":"ref78","doi-asserted-by":"publisher","DOI":"10.1007\/s11423-018-9598-6"},{"key":"ref79","doi-asserted-by":"publisher","DOI":"10.1016\/j.compedu.2015.09.013"},{"key":"ref80","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijhm.2014.11.004"},{"key":"ref81","doi-asserted-by":"publisher","DOI":"10.1108\/APJML-04-2019-0245"},{"key":"ref82","doi-asserted-by":"publisher","DOI":"10.1177\/109467050134001"},{"key":"ref83","doi-asserted-by":"publisher","DOI":"10.1016\/S0022-4359(01)00051-3"},{"key":"ref84","doi-asserted-by":"publisher","DOI":"10.1002\/(SICI)1520-6793(200006)17:6<515::AID-MAR5>3.0.CO;2-B"},{"key":"ref85","doi-asserted-by":"publisher","DOI":"10.1016\/j.chb.2009.10.012"},{"key":"ref86","doi-asserted-by":"publisher","DOI":"10.1177\/1077727X960251004"},{"key":"ref87","doi-asserted-by":"publisher","DOI":"10.1002\/mar.10110"},{"key":"ref88","doi-asserted-by":"publisher","DOI":"10.1016\/S0305-0483(00)00021-9"},{"key":"ref89","doi-asserted-by":"publisher","DOI":"10.2979\/esj.2003.2.2.7"},{"key":"ref90","doi-asserted-by":"publisher","DOI":"10.1177\/0092070303254408"},{"key":"ref91","doi-asserted-by":"publisher","DOI":"10.1016\/0378-7206(90)90026-E"},{"key":"ref92","volume-title":"Trust and Power","author":"Luhmann","year":"1979"},{"key":"ref93","doi-asserted-by":"publisher","DOI":"10.1145\/569905.569910"},{"key":"ref94","doi-asserted-by":"publisher","DOI":"10.1287\/isre.13.2.151.88"},{"key":"ref95","doi-asserted-by":"publisher","DOI":"10.1145\/278476.278491"},{"key":"ref96","doi-asserted-by":"publisher","DOI":"10.1109\/3468.852435"},{"key":"ref97","doi-asserted-by":"publisher","DOI":"10.1080\/01449290410001669969"},{"key":"ref98","doi-asserted-by":"publisher","DOI":"10.1016\/j.joep.2003.08.006"},{"key":"ref99","doi-asserted-by":"publisher","DOI":"10.1108\/10662240510602726"},{"key":"ref100","doi-asserted-by":"publisher","DOI":"10.1016\/S0378-7206(98)00096-2"},{"key":"ref101","doi-asserted-by":"publisher","DOI":"10.2307\/249008"},{"key":"ref102","volume-title":"Understanding Attitudes and Predicting Social Behavior","author":"Ajzen","year":"1980"},{"key":"ref103","doi-asserted-by":"publisher","DOI":"10.1016\/0167-8116(94)00019-K"},{"key":"ref104","doi-asserted-by":"publisher","DOI":"10.1287\/isre.2.3.173"},{"key":"ref105","doi-asserted-by":"publisher","DOI":"10.1504\/ijsem.2020.10029929"},{"key":"ref106","doi-asserted-by":"publisher","DOI":"10.1108\/14678040410546064"},{"key":"ref107","doi-asserted-by":"publisher","DOI":"10.1108\/09590550510581485"},{"key":"ref108","doi-asserted-by":"publisher","DOI":"10.1177\/1094670504271156"},{"issue":"1","key":"ref109","first-page":"101","article-title":"A psychometric assessment of ES-QUAL: A scale to measure electronic service quality","volume":"8","author":"Boshoff","year":"2007","journal-title":"J. Electron. Commerce Res."},{"key":"ref110","doi-asserted-by":"publisher","DOI":"10.54155\/jbs.25.2.59-84"},{"key":"ref111","doi-asserted-by":"publisher","DOI":"10.1016\/S0022-4359(03)00034-4"},{"key":"ref112","doi-asserted-by":"publisher","DOI":"10.1016\/j.sbspro.2012.03.213"},{"key":"ref113","doi-asserted-by":"publisher","DOI":"10.1177\/0165551506068174"},{"key":"ref114","volume-title":"Psychometric Theory","author":"Nunnally","year":"1967"},{"key":"ref115","volume-title":"Principles and Practice Of Structural Equation Medelling","author":"Kline","year":"2005"},{"key":"ref116","doi-asserted-by":"publisher","DOI":"10.1177\/0011000006286345"},{"key":"ref117","volume-title":"Multivariate Data Analysis: A Global Perspective","author":"Hair","year":"2010"},{"key":"ref118","doi-asserted-by":"publisher","DOI":"10.1201\/9781420011111"},{"key":"ref119","doi-asserted-by":"publisher","DOI":"10.1037\/0033-2909.103.3.411"},{"issue":"2","key":"ref120","first-page":"i-208","article-title":"Validity","volume-title":"ETS Research Report","volume":"1987","author":"Messick","year":"1987"},{"key":"ref121","volume-title":"Psychometric Theory","author":"Nunnally","year":"1994"},{"key":"ref122","doi-asserted-by":"publisher","DOI":"10.1177\/002224378101800313"},{"key":"ref123","doi-asserted-by":"publisher","DOI":"10.1037\/0033-2909.87.2.245"},{"issue":"2","key":"ref124","first-page":"78","article-title":"Web-based shopping: Consumers\u2019 attitudes toward online shopping in New Zealand","volume":"6","author":"Shergill","year":"2005","journal-title":"J. Electron. Commerce Res."},{"issue":"5","key":"ref125","first-page":"81","article-title":"Young consumers online shopping: An empirical study","volume":"1","author":"Alam","year":"2008","journal-title":"J. Internet Bus."},{"key":"ref126","doi-asserted-by":"publisher","DOI":"10.1108\/13555851111120498"},{"key":"ref127","doi-asserted-by":"publisher","DOI":"10.1177\/1094670502004004003"},{"key":"ref128","doi-asserted-by":"publisher","DOI":"10.1177\/002224298705100207"},{"key":"ref129","doi-asserted-by":"publisher","DOI":"10.1177\/002224299405800408"},{"key":"ref130","doi-asserted-by":"publisher","DOI":"10.1108\/09564239610113442"},{"key":"ref131","doi-asserted-by":"publisher","DOI":"10.1016\/S0022-4359(96)90007-X"},{"key":"ref132","doi-asserted-by":"publisher","DOI":"10.1016\/j.jbusres.2006.05.012"},{"key":"ref133","doi-asserted-by":"publisher","DOI":"10.1287\/isre.1050.0058"},{"key":"ref134","doi-asserted-by":"publisher","DOI":"10.1108\/07363769610115393"},{"key":"ref135","doi-asserted-by":"publisher","DOI":"10.1016\/S0148-2963(97)00062-3"},{"key":"ref136","doi-asserted-by":"publisher","DOI":"10.1111\/j.1083-6101.1999.tb00335.x"},{"issue":"13","key":"ref137","first-page":"190","article-title":"Antecedents of consumers\u2019 intention to shop online","volume":"7","author":"Shadkam","year":"2013","journal-title":"Austral. J. Basic Appl. Sci."},{"key":"ref138","doi-asserted-by":"publisher","DOI":"10.1108\/01409170710832250"},{"key":"ref139","doi-asserted-by":"publisher","DOI":"10.1016\/0167-8116(95)00027-5"},{"key":"ref140","doi-asserted-by":"publisher","DOI":"10.1111\/1540-5885.1720143"},{"key":"ref141","first-page":"115","article-title":"Afraid of the worldwide web? An initial investigation into the relative impact of two salient beliefs on web shopping intent","volume-title":"AMCIS Proc.","author":"Salisbury","year":"1988"},{"issue":"3","key":"ref142","first-page":"87","article-title":"An exploratory sexamination of factors affecting online sales","volume":"42","author":"Ranganathan","year":"2002","journal-title":"J. Comput. Inf. Syst."},{"key":"ref143","doi-asserted-by":"publisher","DOI":"10.1108\/13612020310464368"},{"key":"ref144","doi-asserted-by":"publisher","DOI":"10.2307\/258851"},{"issue":"1","key":"ref145","first-page":"39","article-title":"Placing trust at the center of your internet strategy","volume":"42","author":"Urban","year":"2000","journal-title":"Sloan Manage. Rev."},{"key":"ref146","doi-asserted-by":"publisher","DOI":"10.1002\/(SICI)1520-6653(199924)13:1<5::AID-DIR2>3.0.CO;2-9"},{"key":"ref147","doi-asserted-by":"publisher","DOI":"10.2307\/25148720"},{"key":"ref148","doi-asserted-by":"publisher","DOI":"10.1145\/299157.299175"},{"issue":"3","key":"ref149","first-page":"26","article-title":"Exploding the self-service myth","volume":"78","author":"Moon","year":"2000","journal-title":"Harvard Bus. Rev."},{"key":"ref150","doi-asserted-by":"publisher","DOI":"10.1504\/IJLIC.2013.057434"},{"key":"ref151","doi-asserted-by":"publisher","DOI":"10.1504\/IJEIM.2015.068439"},{"key":"ref152","doi-asserted-by":"publisher","DOI":"10.1504\/IJIE.2014.066677"}],"container-title":["IEEE Access"],"original-title":[],"link":[{"URL":"http:\/\/xplorestaging.ieee.org\/ielx7\/6287639\/9668973\/09828022.pdf?arnumber=9828022","content-type":"unspecified","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2024,2,1]],"date-time":"2024-02-01T05:06:37Z","timestamp":1706763997000},"score":1,"resource":{"primary":{"URL":"https:\/\/ieeexplore.ieee.org\/document\/9828022\/"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2022]]},"references-count":152,"URL":"https:\/\/doi.org\/10.1109\/access.2022.3190637","relation":{},"ISSN":["2169-3536"],"issn-type":[{"value":"2169-3536","type":"electronic"}],"subject":[],"published":{"date-parts":[[2022]]}}}