E-Service Quality and Continuance Intention in B2B E-Marketplace. An Empirical Exploration Through Sellers’ Perspectives

Trust is considered as a crucial objective in e-commerce. However the antecedents of e-trust are still not very clearly understood. Several authors have considered e-service quality as an antecedent of e-trust. While the empirical relationship between e-service quality and e-trust has been established in may studies, we still don’t know much about the possible moderators with regard to this relationship. Our paper looks at the moderating role of Technology Readiness in the relationship between the different dimensions of e-service quality and e-trust. Technology readiness is an important construct as this reflects the individual’s ability and readiness to interact with technology. Since the internet is shown to induce some level of technology anxiety among its users, it is possible that people with high level of technology readiness will use the internet more and become more familiar with the technology. Since familiarity is often considered as a pre-condition to generate trust, it is therefore natural to assume that users with high levels of technology readiness will also have a stronger relationship between service quality and e-trust. Similarly users with low levels of technology readiness will be less familiar with the technology and consequently may have a less stronger relationship between the perceived level of e-service quality and e-trust. We focus on four different dimensions of e-service quality – efficiency, fulfillment, systems availabiligy and privacy. The propositions are tested through an empirical study conducted among users of job-sites in India. About 350 responses were collected to test the hypotheses. In general the moderating effect of TRI was quite evident except in the case of the relationship between privacy and e-trust. Results show that technology readiness index does have a positive moderating role as proposed across all the four dimensions of e-service quality. The moderating role is not very significant in the case of the relationship between privacy and e-trust.

businesses to reach customers. E-service quality is an online company's customer service. It includes website design, navigation, responsiveness, security, dependability, and customer support. E-commerce has grown due to its convenience, speed, and accessibility. Online businesses' success depends on e-service quality. When e-services are good, customers return. Poor e-service quality can occur. Poor e-service quality can turn customers away. Online businesses must offer high-quality e-services to satisfy customers and stay competitive. E-service quality affected e-loyalty. Website efficiency—ease of use, organization, and quick access—and website information quality—accuracy, frequency, clarity, and relevance—measure e-service quality. E-service quality dimensions affect e-satisfaction and e-trust, which are necessary for e-loyalty. The research model's variables' influencing factors were also examined. The quantitative study surveyed Lebanon's online shoppers using a validated questionnaire. 2378 Lebanese from various backgrounds participated in the study. T-test, ANOVA, and SEM were used to analyse SPSS data. This study is important because the pandemic and lockdowns have changed consumer purchasing behaviour. Customers are more critical of e-commerce platforms and more comfortable using multiple devices to access online stores and apps as they shop more online. This study is timely and relevant for businesses trying to stay competitive in the changing e-commerce landscape due to consumer behaviour changes. Both e-service quality dimensions are positively correlated with e-loyalty determinants e-trust and e-satisfaction. E-trust and e-satisfaction both have positive and significant relationships with e-loyalty, but e-satisfaction had a stronger effect. Through e-satisfaction and e-trust, e-service quality dimensions indirectly affect e-loyalty.

This study investigates the key e-government service quality dimensions affecting customer satisfaction in e-government services. The 'consistency' mediation role between customer satisfaction and e-service quality is explored besides the moderation role of 'awareness' between customer satisfaction and e-service quality. A quantitative approach is adopted, where a semi-structured web-based questionnaire is developed and sent to 800 users of e-government services. A total of 350 responses were considered valid records. Data collected is analyzed using the structural equation modeling, where SPSS and AMOS are employed. Significant results revealed that awareness is not proven to moderate the relationship between E-Service Quality dimensions and Customer Satisfaction. Finally, Consistency partially mediates the relationship between E-Service Quality dimensions and Customer Satisfaction.

Acceleration in various fields that occur today also affects the payment system that can be used by consumers. Consumers are currently presented with various cashless payment systems that are considered more convenient than previous payment methods. One of the cashless payment systems that are widely used today is QRIS or Quick Response Code Indonesian Standard. However, until now there has been no instrument that specifically measures the e-service quality provided by PJSP QRIS to its merchants. This research aims to provide alternative e-service quality with more specific indicators at PJSP QRIS for micro business merchants in Bandung City, with the E-Service Quality and IS Success approaches. In this study, the subjects observed were micro business merchants in Bandung City who used QRIS for their payment system. Respondents were determined based on non-probability sampling with a judgmental sampling technique of 190 respondents. This research uses quantitative methods with an exploratory factor analysis (EFA) approach to categorize and determine what factors make up the dimensions of electronic service quality. The research instrument used a questionnaire with 38 items that referred to the five dimensions of E-Service Quality and two dimensions of IS Success. Based on the research conducted, all the items studied formed three main factors that became measurements of QRIS e-service quality. The first is the responsiveness factor with 14 measurement items. The second is the assurance factor with five measurement items and the third factor is the reliability factor with 17 measurement items.

With rapid growth of the Internet and the globalization of the market, companies accepted and adopted the new information and communication technology in the performance of their activities, not only to support traditional activities, but also to support those arising from new opportunities, mainly from the Internet. This paper addresses the e-service quality issue in the electronic marketplace. The purpose of the paper is to investigate e-service quality dimensions from both e-service providerpsilas and customerpsilas perspectives. The paper explores e-service quality dimensions based on a review of the development of e-service quality dimension. It proposes a 10-dimension scale for measuring e-service quality: Website design, reliability, fulfillment, security, responsiveness, personalization, information and empathy from the e-service providerpsilas perspective, and trust and experience from the customerpsilas perspective. This paper concludes by discussing the limitation of this study and highlighting areas for the future research in the realm of e-service quality.

This study aimed to assess the impact of the e-service quality dimensions on customer satisfaction and loyalty in the online apparel market in India. The study examined the direct effect of e-service quality dimensions on customer satisfaction and the effect of customer satisfaction as a mediator in the relationship between the e-service quality dimensions of fulfillment, privacy, efficiency, system availability, and customer loyalty. The study used a descriptive design and collected data from 239 respondents in 2020. Data were analyzed using statistical tools such as Statistical Package for Social Sciences (SPSS) and analysis of moment structures (AMOS). A confirmatory factor analysis was carried out to assess model fit, and path analysis using AMOS was used to test the direct relationships. The mediation effect of customer satisfaction between the dimensions of e-service quality with customer loyalty was tested through the PROCESS Macro package. While the e-service quality dimensions of fulfillment and privacy positively influenced customer satisfaction, efficiency and system availability did not lead to customer satisfaction. However, customer satisfaction partially mediated all four dimensions of e-service quality and customer loyalty. This study contributed to the academic literature by testing the E-SERVQUAL model in Indias online apparel shopping context. The study was relevant to online apparel retailers by identifying fulfillment and privacy as key dimensions influencing customer satisfaction amongst online apparel customers in India.

PurposeThis research paper aims to present a framework of open government data (OGD) relating to e-service quality dimensions. In addition, it provides a research agenda for the e-service delivery of OGD.Design/methodology/approachA literature review pertaining to e-service quality with special reference to e-government was delivered to deduce the key dimensions of e-service quality for OGD.FindingsFive e-service quality dimensions of OGD are identified in the study; website design, fulfilment, service provision to the user while interfacing with the OGD Web portal, service provision to the user during and after the value-creation and innovation period and security/privacy. To further OGD re-use for value creation and innovation, it is important that the e-service quality dimensions are built into all OGD programmes by public authorities.Originality/valueHitherto, extant research has focused on the data quality dimensions of OGD, but the dimensions linked with e-service have not been explored. This study seeks to fill this gap and, in addition, suggests further research requirements in this field.

The impact of e-service quality and customer satisfaction on customer behavior in online shopping

PurposeThis research aims to investigate the effects of e-service quality on customer satisfaction and customer loyalty. The moderating effects of web design and trust in the relationship between e-service quality and customer satisfaction are also explored.Design/methodology/approachA conceptual model involving various dimensions of e-service quality, customer satisfaction, loyalty, price perception and web design is developed, and hypothesized relationships are tested using Hayes’s PROCESS macros. A survey instrument and data from 650 respondents who are regular e-buyers from the southern part of India are used.FindingsThe results indicate that e-service quality positively relates to customer satisfaction and loyalty. The findings also suggest that price perception and trust are vital in enhancing customer satisfaction. Further, the indirect effect of e-service quality on customer loyalty through customer satisfaction is supported. Finally, web design (first moderator) and trust (second moderator) significantly influence the relationship between e-service quality and customer satisfaction.Research limitations/implicationsThis research underscores the importance of e-service quality, web design, and trust in influencing customer satisfaction. Based on the findings from this study, e-retailers are suggested to discover the methods of building and improving customer trust and create a web design that is appealing to the customer to enhance satisfaction and loyalty. Some of the limitations of this study include common method bias and social desirability bias. However, the authors have taken adequate care to minimize these biases.Originality/valueThis paper used the e-service quality model and investigated the consequences of e-service quality during the post-pandemic new normal period in a developing country (India). The double moderation of web design and trust is a novel idea that previous researchers have not explored to the best of the authors' knowledge and makes a significant contribution to service marketing. In addition to providing resounding evidence of direct relationships, the three-way interaction investigated in this study makes this study unique and pivotal.

PurposeThe purpose of this study was to empirically investigate the role of e-service quality factors in predicting e-satisfaction. The study context was spirituality and well-being over-the-top services. The e-service quality factors consisted of perceived functional completeness, perceived performance, perceived quality of interface and interaction, perceived quality of content and information and perceived quality of customer support. The study goal was to ascertain over-the-top services customers’ behavioral intention toward upgrading to premium subscription and the spread of electronic word of mouth.Design/methodology/approachThis study was based upon the integrated stimulus-organism-response framework where e-service quality represented the stimulus, e-satisfaction the organism, behavioral intention and electronic word of mouth as the response. The study used a moderated-mediation approach with e-satisfaction as the mediator and the price value of a premium subscription as the moderator. To empirically test the model, the authors collected data from 312 spirituality and well-being over-the-top services users in India. Partial least squares-structured equation modeling was used to analyze the collected data.FindingsThe findings of the study supported the association between e-service quality factors and e-satisfaction while using spirituality and well-being over-the-top service. The results furthermore indicated that satisfied spirituality and well-being over-the-top customers were willing to upgrade to the premium subscription and spread favorable electronic word of mouth. The moderated-mediation study results revealed that the price value of premium subscriptions moderated the relationship between e-service quality and e-satisfaction but did not moderate the relationship between e-satisfaction and behavioral intention, and e-satisfaction and electronic word of mouth.Research limitations/implicationsThis study offered a comprehensive stimulus-organism-response theoretical model by using the five e-service quality measurement factors as “stimuli” for motivating the internal state of spirituality and well-being over-the-top subscribers. This was toward sustained usage in over-the-top services subsequent to the end of the freemium period. Furthermore, in this study, both e-service quality theory and user satisfaction theory were integrated into the stimulus-organism-response model. This helped to better comprehend the impact of e-service quality factors in driving e-satisfaction among spirituality and well-being over-the-top service users.Practical implicationsThis study revealed the significance of differentiating premium over-the-top subscriptions based on price value. To ensure a high level of e-satisfaction from a premium subscription, a greater emphasis on the e-service quality dimensions was required. This study provided insights to managers regarding the role of favorable electronic word of mouth in fostering effective customer acquisition.Originality/valueThis was one of the first studies which concurrently integrated perceived value of the premium subscription and e-satisfaction with customers’ behavioral intention and electronic word of mouth through the theoretical lens of stimulus-organism-response.

The objective of this study is to measure the e-service quality of internet banking and the relationship with customer satisfaction in India. This study aims to explore the critical factors of e-service quality of internet banking in India and to measure the customers’ satisfaction of internet banking on the identified e-service quality dimensions. A survey method was carried out to acquire data from 650 respondents from India. Exploratory and confirmatory factor analysis was used to identify the dimensions of internet banking. Multiple Regression Analysis was used to test the relationship with e-service quality dimensions and customer satisfaction of internet banking. The study uncovered three factors of e-service quality, namely, “Responsiveness,” “Efficiency,” and “Perceived Credibility”. “Responsiveness” found to be the most significant predictor of the e-service quality of internet banking. The study also found that there is a positive relationship exists between e-service quality dimensions and customer satisfaction of internet banking. These findings can be used by banks to improve the service quality of their internet banking service and thereby to satisfy their customers. The findings open up many business opportunities to India as well as other Asian countries. The digital payments industry can concentrate on improving the security of the payment systems, gateways, and payment networks. Advanced technologies can be developed to improve the digital payment systems which offer many business opportunities for creating computers, smartphones, and innovation in internet and security software. The study findings can be used by banks to improve the service quality of internet banking and attract more customers towards using this service. The improvement in service quality comprising of responsiveness, efficiency, and perceived credibility automatically leads to the customer satisfaction of internet banking services, which gives competitive advantages to the banks. This study is an attempt to cover both urban and rural population of India to understand the digital mindset by studying the quality perception of internet banking channel.

This research identifies several factors influencing Indonesian fashion retailers’ intention to buy through e-commerce websites or applications, specifically, e-service quality and customer satisfaction. This study uses a quantitative descriptive method by disseminating questionnaires to 300 respondents across Indonesia with the specification of having mobile phones, having connected to the internet, and having purchased products online at least once from Indonesian fashion retailers such as H&M, Uniqlo, Zara, Pull&Bear, etc. This study confirmed that out of the five dimensions of e-service quality, only reliability, personalization, and trust positively influence overall e-service quality. Additionally, overall e-service quality positively influenced customer satisfaction and purchase intention. Moreover, customer satisfaction positively and significantly influences purchase intention because it has the highest R². Lastly, customer satisfaction was found to mediate the relationship between overall e-service quality and purchase intention through the Sobel test. Future scholars are suggested to explore alternative variables and delve into other sectors within the digital realm beyond the fashion industry to strengthen the validity of this study. They also may consider sampling from broader scopes, such as the ASEAN region or even at the Asian level, to improve the comprehensiveness of their research.

This study aims to determine the e-service quality in the online food business. The population of this study is GoFood application users in Indonesia who have visited, purchased, or used the services provided by the GoFood online food application at least once in six months aged over 17 years, totaling 354 respondents. The sampling method used is non-probability sampling. This research uses SEM-PLS. The results of this study are three dimensions of e-service quality, namely GoFood application design, customer security or privacy and fulfillment affect overall e-service quality. However, customer service is not significantly related to e-service quality as a whole. e-service quality as a whole is statistically significantly related to customer behavior. Future research should consider different methodologies for similar products, namely GrabFood and ShopeeFood.

This paper develops a research model to examine the effect of e-service quality dimensions on customer-perceived value and customer loyalty. Based on a survey of 235 online customers, we identify five key e-service quality dimensions: care, reliability, products portfolio, ease of use, and security. Our empirical results show that all the five dimensions have significant and positive impacts on customer-perceived value which, in turn, increases customer loyalty. We further examine the mediating role of customer-perceived value in the relationship between each e-service quality and customer loyalty. The results suggest that customer-perceived value plays a partially mediating role in the effect of ease of use, care, product portfolio, and reliability on customer loyalty, and a fully mediating role in the relationship between security and customer loyalty. Managers may be in a position to benefit by employing the model presented in this study in an effort to improve service performance and, hence, retain customers.

Customers become more aware of a company's performance when the service provider adopts technology. In such situations, customers demand more reliable services and greater security in financial transactions. Thus, banks need to improve the quality of e-services provided by them. The present paper seeks to identify e-service quality dimensions relevant to the banking industry. It attempts to critically analyse the relationship amongst them so that policy makers can focus on relevant parameters to improve the e-service quality in banking. Interpretive structural modelling (ISM) approach has been applied in this study for modelling the e-service quality dimension. The major findings of this study are to prioritise the strategic dimension in reducing the risks associated with e-service quality. The hierarchical presentation of dimensions and their classification into driver and dependent categories is a unique attempt that has been made in context of e-service quality in the Indian banking industry.