A factor analysis study on relationship across electronic-service quality & behavioral intent with structural equation modeling: Across algo-driven shopping apps & fintech platforms

Abstract

The service quality identifies as the core element of marketing practices. The e-marketing practices and their probable mediation in shaping the marketing environment in Indian algorithmic driven online and e-channel derived platforms; is a novel construct and needs extensive dimensional and theoretical exploration. The study explores the impact of e-service quality and algorithm-guided programs on customer satisfaction and behavioral intent in Indian algorithmic-driven online platforms. Likert scaling instruments were used to gather data from app users, and the reliability and validity of the data were ascertained. The research identified the determinants shaping service quality in Indian algo-driven platforms and their possible consequences for business development, and economic development.