AN EMPIRICAL INVESTIGATION ON E-RETAILER AGILITY, CUSTOMER SATISFACTION, COMMITMENT AND LOYALTY

. Internet has changed the way retailers do their business. They have gone electronic and are now termed as e­retailers. These e retailers face huge competition in securing their loyal customer base. In our study, we suggest that if e­retailers provide good information and system quality to their consumers and in turn show agility to resolve their issues, e­retailers may develop loyal customers. In our study, we propose a model to provide understanding of this process by studying the antecedents and consequences of e­retailers’ agility. Partial least squares were used for testing the proposed relationships. The empirical findings based on 222 completed responses suggest that information quality and system quality of e­retailer website can be a factor in consumers perceiving e­retailers to be agile. Also, this results in customer loyalty.


Introduction
Agility has long been a competitive weapon for manufactu rers and subsequently been investigated in multiple pers pectives in supply chains. It is a competitive weapon in that it imparts a firm with the capability to satisfy the sudden requirements of its customers in a speedy manner Holcomb 2012, Tse et al. 2016). In other words, agility is, therefore, the capability of a firm to satisfy the dynamic requirements of its customers in a fast pace (Brusset 2016). Recently with the advent of the internet; eretailers have started marketing products using the internet. Because of this growing internet operations, an eretailer must also be in a position to quickly satisfy its customer dynamic requirements i.e. an eretailer must be agile as the same will determine its competitive edge in the market.
An eretailer website can be considered as an informa tion system. Information systems quality is an important measure of information systems success (IS) success. Several factors have been studied in the literature to investigate in formation system success. Specifically, information quality and system quality have been given much importance in the literature.
Online consumers are increasingly becoming selec tive and involved in the information they acquire about various products and brands on the internet (Burton and Khammash 2010, Zahay et al. 2015). Information is an es sential part of any website and the quality of information is considered as an important tool in the hands of the marketer, in the context of online shopping (Xu and Koronios 2004, Lukyanenko and Parsons 2015, Heang and Khan 2015, San Vivian and Yazdanifard 2014. Quality is an attribute of a product or a service, which refers to the degree to which it meets customer needs and requirements (Nagel andCilliers 1990, Dabholkar 2015). Perceived quality is similar to attitude as it indicates the judgment and evaluation that consumers make about product/service quality based on their needs (Zeithaml 1988, Dabholkar 2015. In this study we specifically investigate system quality. System quality is an engineering oriented performance characteristics (rating interface design, functionality, response time, etc.) (Ahn et al. 2007) and has been shown to have a positive impact on perceived ease of use and usefulness of a website (Liao andCheung 2001, Chung et al. 2015). However, extant literature has not explored the importance of rretailer's agility in enhancing customer loyalty through satisfaction and commitment. Hence this study aims to contribute in the following ways: 1. What are the influences of information and system quality on eretailer's agility? 2. What are the influences of eretailer's agility in en hancing customer satisfaction and commitment? 3. What are the contributions of customer satisfaction, commitment and eretailer's agility in enhancing customer loyalty?

Agility in supply chains and e-retailer's agility
Agility has been investigated in multiple ways and pers pectives in supply chain arena. Agility in supply chain context has been gained in importance as a critical and dominant supply chain capability (Gligor and Holcomb 2012). Initially, supply chain agility was explored mostly from a manufacturing standpoint using different perspecti ves (Goldman 1995, Gligor and Holcomb 2012, Oloruntoba and Kovaics 2015, Brusset 2016. Later, agility was extended to supply chains and targeted to increase speed and response in the supply chain with respect to the demands of the customers (Swafford et al. 2006) and hence related to the effectiveness of strategic sup ply chain management (Hult et al. 2007).
Extending the notion of manufacturing agility, Swafford et al. (2008) defined supply chain agility as the ability of supply chains to respond to customer needs in a speedy manner (Tse et al. 2016, Brusset 2016. Studies have investigated supply chain agility from multiple aspects. Swafford et al. (2008) argued that achiev ing supply chain agility is an integration of other abilities residing in the firm, specifically supply chain flexibility and information technology. With support from empirical data, their study indicated IT integration enables a firm to tap its supply chain flexibility which in turn results in higher supply chain agility and ultimately higher competi tive business performance. In an identical context, Li et al. (2008) reviewed agility literature between (1990)(1991)(1992)(1993)(1994)(1995)(1996)(1997)(1998)(1999)(2000)(2001)(2002)(2003)(2004)(2005)(2006)(2007) and developed a theoretical model of SC agility linking the same with firm competitiveness. Their conceptual review argued SC agility to have three levels in terms of design: (a) strategic design agility (b) operational design agility and (c) episodic design agility. They concluded that it's the accumulated effect of these threedesign agility that affects the agile performance and hence determines the competitiveness of the firm. Li et al. (2009) based on supply chain agility literature, experience surveys, and expert judges' opinion developed a measurement instrument for SC agility comprising six dimensions with twelve items. The six dimensions were strategic alertness, strategic response capability, opera tional alertness, operational response capability, episodic alertness and episodic response capability. Finally, using foundations of social and life science theory Gligor et al. (2013) developed a comprehensive measurement instru ment for SC agility. This showed SC agility is composed of five distinct dimensions including alertness, accessibility, decisiveness, swiftness, and flexibility.
Several studies have investigated agility in supply chains from a firm perspective too. Yusuf et al. (2014) found a positive linkage between a firm's agile objectives, its com petitive objectives, and business performance. Blome et al. (2013) using dynamic capabilities theory, found a positive impact of supply side competence and demand side com petence on a firm's SC agility and in turn on its operational performance. Their study utilized process compliance as a moderator on the relationship between the proposed com petencies (i.e. demand and supply) and SC agility. Finally, Gligor and Holcomb (2012) using an extensive literature review from 1991-2010 of agility and logistics capabilities formulated a conceptual model of SC agility. Their study suggested that firms within a supply chain must integrate their individual logistics capabilities with their focal firm for developing supply chain agility. Oloruntoba and Kovaics (2015) argued that agility is a critical characteristic for ar ranging relief during various environmental calamities for humanitarian operations. Tse et al. (2016) argued that the electronics industry must focus on building agile capabili ties for maintaining their competitive edge in the market. Vinodh and Aravindraj (2015) using a case study analysis showed that agility is an important attribute for improv ing overall performance and gaining customer satisfaction. Brusset (2016) found on their empirical survey of French manages that visibility through web reporting does not nec essarily improve agility; however, interorganizational span ning processes do enhance agility. Accordingly, the current study extends the notion of agility to the context of eretailer and contributes to the extant literature by exploring its influ ence on important customer dimensions e.g. commitment, loyalty, and satisfaction (Caruana et al. 2015).
However, supply chains in recent years are facing a lot of market dynamics and hence the importance of such dy namic capabilities like agility has increased manifold. Firms are focusing on developing such supply chainwide dynamic capabilities that can help the firm and its supply chains to respond to customer demands in a speedy manner. A sig nificant development in recent supply chain operations is the marketing of goods through the internet. This has led to the growth of retailing through the internet and the ad vent of a popular term called eretailer. Considering the importance of agility (Gligor and Holcomb 2012) in supply chain operations, we now focus on such a capability of an eretailer. This is because an eretailer has to ensure that its internet infrastructure is able to attract and deliver sales. Also, it has to ensure that such an infrastructure along with its operations is flexible and capable enough to accommo date sudden demand fluctuation from the market and satisfy the same in a speedy manner. As this is the core essence of agility and hence will determine the competitive position of the eretailer in the market.
An eretailer is defined as an eretailer selling goods via electronic transactions on the Internet (Mitra and Fay 2010). With the growth of eretailer businesses, we argue that an eretailer's agility is an important dynamic capability that enables an eretailer to respond and fulfill its customer dynamic requirements in a speedy manner. Thus, extending the essence of supply chain agility (Gligor and Holcomb 2012) to an eretailer context, we define an eretailer's agil ity is the adaptive capability of the eretailer to respond and satisfy the demands of its customers in the shortest pos sible time. The faster an eretailer can fulfill any upcoming demand from the market is an importance determinant of the competitive advantage considering it to as a dominant dynamic capability of an eretailer (Teece 2007).
With the growth of eretailers' or online shopping sites several authors have studied various aspects in the context of emarketplaces like the impact of customer traffic and service and service process outsourcing eretailer opera tional performance was studied by Perdikaki et al. (2015). Research has also studied how the perceptions towards eretailers' image affect econsumer behavior (San and Yazdanifard 2014). Yoo et al. (2015) studied the impact of interactivity of electronic word of mouth systems and equality on decision support in the context of the emarket place. Hu and Chuang (2012) studied the value perception and loyalty intention toward an eretailer website. DeLone and McLean (1992) identified six different components to information systems success; Information quality, system quality, user satisfaction, individual impact and organizational impact. Since then several authors have studied the role of information quality and system quality on perceived enjoyment and usage intention of information services (Kim et al. 2013), on website satisfaction (Schaupp et al. 2009), system quality was studied in the context of online satisfaction (McKinney et al. 2002). In our study, we propose two components; perceived information qual ity and perceived system quality as important enablers of eretailer's agility.

Perceived information quality and e-retailer's agility
As DeLone and McLean (2003) suggested, net benefits "cannot be analyzed and understood without 'system qua lity ' and 'information quality' measurements" (pp. 25). In this line, we posit that perceived information quality and perceived system quality as dominant enablers for percei ved eretailer's agility.
Information quality refers to the persuasive strength of arguments embedded in a message (Bhattacherjee andSanford 2006, Lukyanenko andParsons 2015). In the con text of end user computing information quality is assessed literature in information Systems has investigated infor mation quality in terms of objectivity, credibility, timeli ness, sufficiency and understandability (Bailey and Pearson 1983, Mahmood and Medewitz 1985, Negash et al. 2003. Research in marketing focuses effective persuasion while measuring information quality. Wixom and Todd (2005) used completeness, accuracy, format and currency as the dimensions to study information quality. In ecommerce studies, information quality is measured through accuracy, completeness, relevance, currency understandability, per sonalization, variety and dynamism (DeLone and McLean 2003). The most commonly used dimensions of information quality, i.e. relevance, timeliness, accuracy, comprehensive ness in studying the electronic word of mouth (Cheung et al. 2008, Filieri andMcLeay 2013).
The relevance of information refers to the extent to which a message is applicable and helpful for a task at hand (Wang, Strong 1996). In the context of online reviews, the information may be relevant when it provides the kind of information that consumers or website visitors are looking for (Filieri and McLeay 2013). Timeliness of the informa tion refers to whether the messages are current, timely, and uptodate (Nelson et al. 2005). In the context of online reviews, consumers would prefer to read more up to date reviews rather than outdated reviews that have been there on the website for a long time. The accuracy of messages concerns the reliability of the message and represents the user's perception that the information is correct . Comprehensiveness of messages refers to their completeness (Cheung et al. 2008). Information completeness refers to the extent to which information is of sufficient breadth, depth, and scope of the task at hand (Wang andStrong 1996, Chung et al. 2015). In the context of online reviews, the information provided through the review should be perceived as complete.
A customer's perception regarding how quickly an e retailer is able to satisfy its demands is dependent upon the information about that eretailer and its agile capabilities as exhibited in multiple incidents, recorded and is made available on several online sites and portals. So adopting a customer perspective in this investigation, the current study attempts to view if perceived information quality is a critical determinant of the eretailer's agility. We argue on the importance of perceived (by customer) informa tion quality and propose that to be a positive determinant of an eretailer's agility. Without appropriate and relevant information being exchanged in a timely manner among the eretailer and its web partners (helping to execute its web operations and electronic transactions); an eretailer will not be able to respond and fulfill the dynamic require ments of its customers. Hence, we argue that higher is the perceived quality of information available in eretailer's website; higher is the eretailer's agility as perceived by the customers (Gharib and Giorgini 2015). Hence, we posit our first hypothesis: H1: Perceived information quality has a positive influence on perceived eretailer's agility.

Perceived system quality and w-retailer's agility
As mentioned earlier, perceived system quality is another factor that has been given much importance in studying information systems. System quality in end user compu ting literature has been expressed by the ease of use (Rai et al. 2002), which is the degree to which a system is "user friendly" (Doll andTorkzadeh 1988, Walther et al. 2015). McKinney et al. (2002) empirically verified that access, usability, and navigation are the three dimensions of sys tem quality.
Access is referred to as the speed of access and avail ability of the web site at all times (McKinney et al. 2002). Gehrke and Turban (1999) showed that the loading speed of a page is the most important determinant of successful website design, which was rated by consumers (Gehrke and Turban 1999). Usability refers to the degree to which the web site is visually appealing, consistent, fun and easy to use (McKinney et al. 2002, Bharati andChaudhury 2006). Navigation captures the evaluation of the links to needed information (McKinney et al. 2002). Navigation was em phasized by Nah and Davis (2002) as an important design element in a usable website (Nah and Davis 2002). Now eretailer's agility being the capability of the ere tailer and its web partners (e.g. software and hardware ven dors providing the overall platform for executing electronic transactions) in being able to deliver and fulfill customer dynamic requirements in a speedy manner; we argue that such a capability is strongly dependent on the quality of hardware and software or the overall platform being pro vided for enabling electronic transactions. Further, better the customer perceives the quality of the system based on his experiences during the electronic transactions executed; higher will be the perceived eretailer's agility. Accordingly, we frame our next hypothesis: H2: Perceived system quality has a positive influence on perceived eretailer's agility.

Perceived w-retailer's agility and customer satisfaction
Customer satisfaction is a strong determinant of the conti nuity of a customer's relationship or association with a brand. Customer satisfaction is a measure of how products and services supplied by a company meet or surpass custo mer expectation (Bell et al. 2005). Our study contends that perceived eretailer's agility will increase customer satis faction. Eretailer's agility aims to satisfy customer dynamic requirements in a speedy manner (Brusset 2016, Tse et al. 2016. Such a dynamic capability is required in recent years as firms are strategizing on achieving customer satisfaction in the best possible manner. Hence, more the customers perceive eretailer's agility in a positive manner; higher are the chances of their sat isfaction because they know that the eretailer will be able to meet its delivery schedule in spite of posing dynamic ity at the last moment. Positive perception regarding an e retailer's service capabilities can have positive implications for influencing customer satisfaction (Spreng and Mackoy 1996). Further; Xu et al. (2007) empirically observed per ceived service quality to have a positive influence on cus tomer satisfaction. We contend in this line that perceived eretailer's agility will have a positive influence on customer satisfaction (Agnihotri et al. 2016). Accordingly, we posit our next hypothesis: H3: Perceived eretailer's agility has a positive influence on customer satisfaction.

Perceived e-retailer's agility and customer commitment
Eretailer's agility being the adaptive capability of the eretailer and the eretailer's web partners (e.g. software and hardware vendors providing the overall platform for executing electronic transactions) in being able to respond and fulfill the dynamic needs of the customers in a prompt manner; such a dynamic capability will have a definite inf luence in ensuring a longterm association with the custo mers. Commitment indicates the willingness to sustain an ongoing relationship for a long time (Morgan andHunt 1994, Keiningham et al. 2015). Therefore; we argue that if a customer has a positive perception regarding an eretai ler's agility; they will be easily able to commit themselves for a longterm association with the brand. Harrison and Walker (2001) found a positive association of perceived service quality with customer commitment in the context of word of mouth communication. More recently, Park et al. (2012) observed perceived service quality has a positive influence on relationship commitment along with trust in the context of IT services. We extend this and argue that perceived eretailer's agility will have positive influence on customer commitment . Accordingly, we posit our next hypothesis: H4: Perceived eretailer's agility has a positive influence on customer brand engagement.

Customer satisfaction and customer commitment
Past literature has shown that satisfaction tends to be con sistently and strongly related to subjective reports of organi zational commitment (Lee and Mowday 1987, Williams and Hazer 1986. Locke and Latham (l990) also reported a positive correlation between satisfaction and commitment thus forming the basis on our next hypothesis. Du Preez and Bendixen (2015) found job satisfaction to have a dominant influence on brand commitment in the context of financial services sector. Further, Yi et al. (2011) found a positive association of customer satisfaction with customer commitment using an electronic firm as the pre ferred sample. In similar lines, Lumley et al. (2011) explored and empirically established job satisfaction to have a posi tive influence on organizational commitment of IT sector employees. We extend this to the current context and posit that if customers are satisfied with an eretailer's agile capa bilities, they will definitely plan for long term association with the eretailer (Agnihotri et al. 2016). Accordingly, we posit our next hypothesis: H5: Enhanced customer satisfaction owing to eretailer's agility will positively influence customer commitment for that particular eretailer.

Customer satisfaction and customer loyalty
Increasing recognition, a definitive goal of consumer satis faction estimation ought to be customer loyalty (Sivadas and Prewitt 2000). Fornell (1992) contends that high con sumer satisfaction will bring about expanded loyalty for the firm and that clients will be less inclined to suggestions from rivalry. On the other hand, the capacity of consumer satisfaction scores to anticipate such loyalty has not been satisfactorily illustrated (Higgins 1997). Taylor and Baker (1994) express the trepidation that if firms are not ready to show a connection between consumer satisfaction and monetary execution, then firms may forsake the emphasis on consumer satisfaction estimation. There is some con firmation to bolster the discord that consumer satisfaction deciphers into higher than ordinary piece of the market development (Garbarino and Johnson 1999;Hollebeek et al. 2014). Fornell et al. (1996) offered proof of the linka ge between consumer satisfaction and loyalty. Anderson et al. (1994) additionally called attention to that customer loyalty is resolved to a substantial degree by consumer sa tisfaction. More recently, Chang et al. (2013) observed that patients' satisfaction exerts a positive influence on gaining patients loyalty for concerned hospitals. Further, in the hospitality industry, Kim et al. (2015) empirically found customer satisfaction and loyalty to be strongly associated. We extend this continuum in this context and posit our next hypothesis: H6: Enhanced customer satisfaction owing to eretailer's agility will positively influence customer loyalty for that par ticular eretailer.

Customer commitment and customer loyalty
It is for the most part acknowledged that commitment is not quite the same as loyalty in that commitment prompts loyalty, in spite of proceeding with perplexity between the two (Morgan and Hunt 1994). Jacoby et al. (1978) contras ted the part of commitment and that of loyalty, contending that commitment emerges when looking through brands before settling on decisions, while loyalty emerges later. In like manner, the researchers saw commitment as the esta blishment for the improvement of brand loyalty (Harrison Walker 2001) More recently, Ruben et al. (2015) suggested a strong association between customer commitment and loyalty in a business to business services context. Further, Lariviere et al. (2014) observed a strong relationship betwe en customer commitment and loyalty using longitudinal panel survey data. Extending this conjecture to our current context, we argue that customer commitment is positively associated with customer loyalty. Accordingly, we formulate our next hypothesis: H7: Enhanced customer commitment owing to eretailer's agility will positively influence Customer loyalty for that par ticular eretailer. Figure 1 below summarizes the proposed hypotheses.

Data collection and sample demographics
The data was collected through face to face interview through a survey instrument. The survey instrument was pretested by administering it to a small sample of customers. Fig. 1. Theoretical model Some of the measurement items were adapted to suit the context based on the feedback received during pretesting. The surveyed respondents were asked to respond based on their experience with different eretailer. Table 1 shows the sample profile. We interviewed 650 customers and asked them to re spond to different questions related to the research objec tives framed in the study. The interview process ended with 257 partially completed responses giving a response rate of 39.53% (257/650). However, we considered only completed responses for testing our hypotheses through partial least squares. Hence for final analysis the study has 222 com pleted responses.

Nonresponse bias
We tested for the nonresponse bias by comparing the ear ly and late respondents (Armstrong andOverton 1977, Nishimura et al. 2015). There were no significant mean differences between these two groups on key measures such as firm size and industry affiliation.

Common method bias
Since we collected several responses from a single res pondent using a single questionnaire, an assessment of common method bias was deemed necessary. Analysis of Harman's singlefactor test of common method bias (Podsakoff et al. 2003) showed six factors with Eigen va lues above one, explaining 76.8 % of the total variance. The first factor explained 29.4 % of the variance, which is not the majority of the total variance. We performed a second test of common method bias by applying a confirmatory factor analysis to Harman's singlefactor model (Flynn et al. 2010). The model's fit indices of chisq/df=8.9; NFI= 0.67; CFI=0.62 and RMSEA=0.16 were predominantly worse than those of the measurement model.
Suggesting that single factor model is not acceptable; thus, the common method bias is not a threat (Jakobsen, Jensen 2015).

Survey Instrument
All the constructs used in the model have established scales for measurement and hypothesis testing. The measures were suitably adapted (wherever needed) to suit the context. A total of 24 survey items (refer. Appendix1) was used to measure independent and dependent variables in the study. An important contribution of this study is the development of a measurement scale for perceived eretailer's agility. The study is the first to operationalize perceived eretailer's agility. For this we have followed the steps as suggested by Churchill (1979). This is including indepth literature search, generating items through interviewing practitioners and eretailers. As expected, the items loaded appropriate ly on a single factor and the reliability and validity tested adequate as demonstrated in Table 2 and 3.

Scale Validation
The current study employed Partial Least Squares for sca le validation and hypothesis testing. PLS is a structural equation modeling based methodology that deploys a component based approach for estimating the parame ters. The benefit of using PLS extends from allowing the researcher to model formative constructs to estimating the required parameters with a minimal sample size. For PLS, the required sample size is ten times the no of indicators of the largest construct present in a theoretical model. As PLS does not provide a significance test or interval estimation, a bootstrapping analysis was conducted with 1000 subsam ples for calculating the path coefficient, statistical signifi cance and allied parameters. The procedure was executed in two steps. First, reliability and convergent validity was assessed. The second step assessed the discriminant validity.
The study first assessed reliability using the criterion, Cronbach's alpha larger than 0.7 (Chin 1998). Convergent validity was next assessed using multiple criteria: (1) item loading larger than 0.70 and statistical significance, (2) composite construct reliability larger than 0.80 and (3) av erage variance extracted (AVE) larger than 0.50 (Fornell and Larcker 1981). Further, discriminant validity was as sessed using the criterion: the square root of AVE for each construct greater than its correlations with all other con structs (Fornell and Larcker 1981). As indicated in Table  3, standardized item loadings range from 0.734 to 0.943, composite reliabilities range from 0.905 to 0.947, and aver age variance extracted (AVEs) range from 0.637 to 0.857. In Table 4, the square root of AVE for each construct is larger than its correlations with all other constructs. Hence, these results show a highly acceptable level of reliability, conver gent and discriminant validity.

Hypotheses testing
PLS was used to estimate the path coefficients in the structural model. The estimation was executed in two steps (Chin 1998). First, it was required to estimate the path coefficients and statistical significance for the dominant paths. Second, coefficient of determination (Rsquare) for endogenous variables was computed to assess their pre dictive power. Table 4 below gives a summary of hypotheses testing results.
As shown, most of the hypotheses have found empirical support. Based on our analysis above, the model established perceived information quality and perceived system qual ity as dominant antecedents of perceived eretailer's agility.
The validated empirical model explained 59.6 percent of the variance in perceived eretailer's agility which ac counted for 23.1 percent of the variance in customer sat isfaction. Further, customer satisfaction and perceived e retailer's agility accounted for 16.1 percent of the variance in customer commitment. Lastly, customer commitment and customer satisfaction accounted for 18.7 percent of the variance in customer loyalty. Figure 2 shows the path values model and the significance values (tvalues).

Contributions
Our study has several contributions. First it suggests that perceived information quality and perceived system quality effects perceived eretailer's agility, this provides us clari ty and helps fulfill the primary objective of the paper by providing evidence of the relationship among these three variables. The results further provide support the agility may also influence customer satisfaction and commitment; this supports the second objective of the study. Further, both customer satisfaction and commitment act as do minant enablers of customer loyalty, which is the third contribution of our study

Conclusions
The study has several implications. First, website admi nistrators should give importance and careful considera tion regarding the quality of information they are making available on their website. Information related to products, (i.e. product features, price, availability, reviews etc.) tran saction details, vendor details are crucial factors in con sumer decision making and hence the quality aspect has to be given much importance. Second, the system quality is also of much importance as consumers would like to shop on such eretailer website that provides high system quality. As the findings suggest that information quality and source credibility play an important role in perceived eretailer agility and agility in turn affect loyalty, eretailers could focus on aspects of the website which might give the consumers a signal of being more agile. The paper suggests that there can be benefits of making a website such that the online shoppers perceive that the website is agile i.e. the website can handle consumer needs, adapt to immediate situations etc. This would in turn help the website as more loyal customers could be generated.

Limitations
The study suffers from several limitations. The direct re lationship which may exist between eretailers' agility and customer loyalty has not been studied. It could be possible that consumers arrive at a state of loyalty with the eretailer just by looking at their agility and this progression to lo yalty may not always go through the stages of satisfaction or commitment. Further the interrelationship between information quality and system quality needs to be inves tigated. Factors apart from information and system quality like service quality may affect consumers' perceived agility of the eretailer and this should be given due attention in future investigations.