Dimensions Of Electronic Service Quality Research Articles

Analysis Of E-Servqual Dimensions Influencing E-Customer Satisfaction Of My First Media Application Users

The internet's growth in Indonesia has reshaped lifestyles and opened new avenues for businesses. This study examines the impact of e-service quality dimensions on e-customer satisfaction among users of the myFirstMedia application—an innovative digital service ensuring 24/7 customer connectivity. However, there is a noticeable gap between service quality and user expectations. The research, utilizing a quantitative method, combines primary data from Google Forms surveys with secondary data from news articles and previous research. Employing non-probability purposive sampling, the study involves 385 respondents and applies Structural Equation Modeling (SEM) using SmartPLS 4.0 software. Statistical tests reveal that (1) the reliability dimension significantly influences e-customer satisfaction, (2) the responsiveness dimension positively impacts e-customer satisfaction, (3) the security/privacy dimension has a significant positive effect on e-customer satisfaction, (4) the fulfillment dimension significantly contributes to e-customer satisfaction, and (5) the efficiency dimension positively affects e-customer satisfaction. The R-Square coefficient of determination indicates a 52.6% influence of electronic service quality dimensions on e-customer satisfaction. Statistical analysis results confirm the impact of the reliability dimension on e-customer satisfaction. Descriptive analysis highlights that the fulfillment dimension exhibits the lowest percentage value, particularly concerning information on package prices, promotions, and other content within the My First Media application.

Factors Forming the Quality of Electronic Services of Payment System Service Providers (PJSP) QRIS on Micro Businesses (Merchants) in Bandung City with E-Service Quality and IS Success approaches

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.

Post COVID-19 online shopping in South Africa: A mediation analysis of customer satisfaction on e-service quality and purchase intention

The study investigated the dynamics of online shopping focusing on mediation analysis of customer satisfaction on e-service quality and purchase intention. The study used a cross-sectional quantitative method where 324 responses were collected through a self-administered online survey questionnaire from South African consumers. The findings revealed that system availability, efficiency, responsiveness, fulfilment, privacy and compensation can be collectively used to measure electronic service dimensions in online shopping. These dimensions have a statistically significant relationship with purchase intention, while customer satisfaction has a mediation effect on the relationship. Customer satisfaction has a full mediation effect on the relationship between electronic service quality dimensions, compensation and privacy and trust with purchase intention and partial mediation between electronic service quality dimensions, responsiveness, efficiency and system availability with purchase intention. These findings inform businesses that are using online shopping platforms and assist them in prioritizing their resources. The contribution of the research is the use of the value-percept paradigm that is enhanced by importance-analysis within customer satisfaction as a mediator on e-service quality and purchase intention. This underpins the importance of customers’ values and, more importantly, a ‘customized’ customer, where ‘one size fit all’ is diminishing during the time of technological advances.

What Should Companies Do to Improve Brand Awareness Through Instagram? The Lens of Signalling Theory

Manuscript type: Research paper Research aims: This study investigates potential factors of electronic service quality dimensions on the improvement of brand awareness among customers through the social media platform Instagram. Design/Methodology/Approach: The study involves 398 respondents across Java Island, Indonesia, and employed a PLS-SEM approach to analyse the data. Research findings: The findings indicate that the electronic service quality dimensions of Instagram, in terms of content relevance, content quality, information quality and contact availability, significantly improve brand awareness. Theoretical contribution/Originality: This study contributes to the electronic service quality and brand awareness literature by validating four potential service quality dimensions of Instagram that are effective instruments for improving brand awareness. Practitioner/Policy implication: This study offers managerial recommendations for companies that see Instagram as a prospective social media tool for enhancing brand awareness. Companies should focus on managing their Instagram accounts by providing relevant content, qualified content, qualified information, and ensuring the availability of their contact details. Research limitation/Implications: To enhance generalisability, we suggest future studies examine how brand awareness improvement could be made across social media accounts with broader customer segments, either SMEs or big corporations.

Increasing Tokopedia Customer Loyalty Through Electronic Service Quality Dimensions with Customer Trust as Intervening

Tokopedia is one of the e-commerce sites in Indonesia that is used by the public and business owners to manage their online store business easily and cheaply. This study aims to analyze the effect of electronic service quality on customer loyalty at Tokopedia with customer trust as an intervening variable. The data used in this study are primary data and secondary data. Primary data was obtained by distributing questionnaires to respondents. The number of respondents used is 230 respondents. Meanwhile, secondary data was obtained by conducting a desk study on books, journals, and articles related to the research variables. The analytical method used is a structural equation model with the help of AMOS software version 22. Based on the results of the study, it can be concluded that there is no significant effect between compensation as a dimension of electronic service quality on Tokopedia customer trust in Semarang; there is a significant influence between responsiveness as a dimension of electronic service quality on the trust of Tokopedia customers in Semarang; there is a significant influence between site operations as a dimension of electronic service quality on the trust of Tokopedia customers in Semarang; there is no significant effect between reliability as a dimension of electronic service quality on the trust of Tokopedia customers in Semarang. There is no significant effect between compensation as a dimension of electronic service quality on Tokopedia customer loyalty in Semarang; there is a significant influence between responsiveness as a dimension of electronic service quality on Tokopedia customer loyalty in Semarang; there is a significant influence between site operations as a dimension of electronic service quality on Tokopedia customer loyalty in Semarang; There is a significant influence between reliability as a dimension of electronic service quality on Tokopedia customer loyalty in Semarang. Customer trust does not meet the criteria to be said to be an intervening variable. The managerial implication of this research is that Tokopedia can pay more attention to responsiveness by providing procedures related to sellers in responding to orders from customers. Furthermore, Tokopedia can provide a time limit for a seller to respond to customer requests. Tokopedia can also improve site operations to increase customer trust and loyalty. This attention can be in the form of developing the features available on Tokopedia application and website

Variables that Affect Customer Satisfaction of Online Food Delivery Service Users

Improving the quality of service is the most important thing for service companies, as is the case with PT. Gojek Indonesia as one of the online-based service provider companies, customer satisfaction is very important to know the level of satisfaction and quality of service to customers. The development of electronic service quality in online-based service providers was carried out by distributing questionnaires to 385 respondents to determine the effect of electronic service quality on the satisfaction of consumers who use it, as well as finding proposals for improvements in electronic services based on the right dimensions of e-servqual. In improving the quality of online-based food delivery services, the development of an E-Service Quality (E-Servqual) model was carried out which was built using the Structural Equation Modeling-Partial Least Square (SEM-PLS) method in the form of 10 dimensions of electronic service quality, namely ease of use, website design, customization, responsiveness, assurance assurance, reliability, tangible, emphaty, price, and customer value. The results of the study found that the dimensions that accommodate the quality of electronic services for online food delivery services are variables of customer value, reliability, assurance, emphaty, website design, tangible, responsiveness, and price, but there is 1 variable that does not have a significant effect on satisfaction consumers i.e. variable prices. While the results of simultaneous testing, all variables formed in the final model have a significant effect on consumer satisfaction, so that the development of the e-servqual model in services online-based food delivery services are declared optimal.

Analyzing e-Service Quality and e-Satisfaction Effects on Customer Loyalty at An Indonesian Digital Marketplace

Indonesia is listed as one of the countries with the most population in the world as well as one of the countries with the most internet users. With this fact, Indonesia is one of the largest potential markets in the digital trade sector. Many Indonesian people use the internet and marketplace platforms to shop and fulfill their daily needs. Indonesia is also the base of operations for several marketplace platforms with significant transaction values, one of which is Tokopedia. Tokopedia is one of the Indonesian marketplace platforms that consistently ranks in the top 3 for the category of online buying and selling sites that people are interested in. Some studies have stated that the quality of business services affects customer satisfaction and loyalty. This quality is one of the indicators that determine customer satisfaction with the company's products and services. This study analyzes the influence of the dimensions of electronic service quality and the aspects of customer satisfaction on customer loyalty in the Tokopedia marketplace. It analyzes the effect of the dimensions in the ES-Qual model on overall ES-Qual, e-satisfaction, and e-loyalty on consumers. The data obtained were analyzed using the variant-based Partial Least Square Structural Equation Model (PLS-SEM) equation model which can simultaneously test the measurement model, as well as the structural model. The results also show that online service quality and overall service quality affect online user satisfaction and online user loyalty.

Transition of E-Service Quality Dimensions from Diverse Business Settings to E-Learning : A Review from Learners’ Perspective

The purpose of this article was to review the existing literature on dimensions of electronic service quality (E-SQ) with a focus on the e-learning context. The study aimed to establish the dimensions of e-learning service quality applicable to e-learning in developing countries from the learners’ perspective. The study compared and contrasted E-SQ dimensions in diverse business settings and provided a comprehensive view of important studies. An extensive literature review was conducted to find relevant papers on E-SQ and e-learning from various databases, including Scopus, Web of Science, and Google Scholar, with a time horizon ranging from 2005 – 2022. The study revealed immense variations in the nature and number of factors affecting E-SQ. However, ease of use, privacy & security, responsiveness, website design, and reliability are amongst the most cited ones. Additionally, a unique set of dimensions were discovered in this research to assess the online service quality of e-learning activities, namely quality course content, interactive interface, innovative technology features, and customer service support. The research implication is that it will help to evaluate online service quality in the virtual learning environment. This study will benefit academic researchers, application developers, educators, and policymakers.

The Effect of e-Service Quality Dimensions on Behavioral Intensions of Accountants: The moderating roles of Ease of use and Emotional benefits

Purpose: The purpose of this paper is to examine the relationships between two dimensions of electronic service quality influencing ease of use and emotional benefit in internet banking service quality, together with the subsequent effects on behavioral intention in Turkey. Methodology: Accountants who use internet the banking services of banks in Turkey completed a self-administered questionnaire. Data obtained from 206 accountants were analyzed using diverse data analysis approaches, including univariate analysis with descriptive statistics as well as multivariate analysis with correlation, regression, moderation analyses. Also, the initial results were tested using Partial Least Square (PLS) based Structural Equation Modeling (SEM) approach. Findings: The results revealed that Graphic Quality and Layout Clarity have a significant positive association with Behavioral Intentions, Ease of Use and Control and Emotional Benefit. Moreover, Ease of Use and Control is a significant moderator upon the relationship of Graphic Quality and Layout Clarity with Behavioral Intentions. Originality/value: This research uniquely investigates the subdimensions of the electronic service environment that influence the behavioral perceptions of accountants using internet banking services in Turkey, with outcome quality dimensions.

Testing the generalisation of dimensions of electronic service quality in retail internet banking services in India: an empirical study

Testing the generalisation of dimensions of electronic service quality in retail internet banking services in India: an empirical study

Study the Effect of the Quality of Electronic Marketing and its Relationship to Purchasing an Individual

This research deals with the role of shopping patterns in increasing customer loyalty. An application study and customer satisfaction in the service provided to him through electronic shopping and the aim of this research is to identify the dimensions of electronic service quality and confidence in selling via Internet sites, and the researcher used the method of descriptive analysis, which was based on a component sample From 50 items from Members of a community who are interested in electronic marketing and use simple regression to analyze the data, the study showed the indirect relationship between shopping patterns and customer loyalty. The study found a significant effect of shopping patterns and their dimensions. The study recommended identifying the shopping patterns of customers in order to provide products that suit their needs and desires. The study also recommended the necessity of working to raise the perceived value of the customer by providing products of appropriate quality, as well as raising the level of customer loyalty. In addition, 5 sites were chosen through social networking (Facebook), namely, the girl of Alakaber for clothes - the elegant veil - the cave complex - Handa costumes - Shark costumes to see the quality of the service provided.

The Influence of Electronic Service Quality and Electronic Word of Mouth (eWOM) toward Repurchase Intention (Study on E-Commerce in Indonesia)

Customer satisfaction is a vital component of service organisations that are significantly related to service quality. One of the electronic service quality that has to be prioritised, is website quality. Therefore, this study will determine the influence of electronic service quality and electronic word of mouth (eWOM) toward repurchase intention on e-commerce in Indonesia. Data were obtained from Google Form Online Questionnaires which were distributed through a short-link in WhatsApp, LINE, and Twitter applications during April 2019. This study applied the purposive sampling method where 458 qualified samples were matched to the specific criteria. Structural Equation Model (SEM) supported by LISREL software was used to analyse the data. The findings show that there are positive and significant influences of electronic service quality of pleasant and utilitarian dimensions to eWOM construction and repurchase intention. This research suggests managerial implication to e-commerce industry practitioners to reduce Tokopedia and also Instagram as the benchmark of electronic-based service quality. The managerial implication covers observing and adopting mobile application service quality aspects, service online review, and virtual communities. Besides, it is significantly suggested for future studies to explore more specific contexts of pleasant and utilitarian electronic service quality dimensions as in the B2B e-commerce, B2C e-commerce, and G2C e-commerce. Keywords: Electronic service quality, eWOM, repurchase intention, e-commerce, tokopedia.

Cotton.Go’s Electronic Service Quality Improvement Using Importance Performance Competitor Analysis Approach

The number of competitors that have sprung up in the field of fashion especially in men's clothing, has caused Cotton.Go need to evaluate its e-commerce services to compete with them. Therefore, this research was conducted to evaluate the attributes of Cotton.Go’s e-commerce services by integrating the dimensions of Electronic Service Quality and Importance Performance Competitor Analysis (IPCA) method. According to research result, seven attributes of services in Cotton.Go’s e-commerce is needed for further research, which are web design, reliability, efficiency, responsiveness, security, flexibility, and fulfillment. This research produced that all of the attributes need urgent action to improve by looking at the negative performance differences value with its competitor. All attributes that need to be improved indicated that the performances are considered to be lower compared to the competitor and need immediate action to improve.

Testing the generalisation of dimensions of electronic service quality in retail internet banking services in India: an empirical study

Testing the generalisation of dimensions of electronic service quality in retail internet banking services in India: an empirical study

The Effect of Electronic Service Quality on Customers Satisfaction and Loyalty in Online Shopping

The purpose of this study is to measure the influence of electronic service quality on customers satisfaction and loyalty in online shopping setting. This study used quantitative method. The questionnaires were distributed online. Of the 305 returned questionnaires, 282 were valid for further data analysis. SEM PLS was used to test the hypothetical analysis. The results reveal that electronic service quality has a positive and significant influence on satisfaction. Also, consumer satisfaction influences positively and significantly on loyalty. The indirect effect of electronic service quality on loyalty is higher compared to its direct effect. This means that satisfaction is an important variable in shaping customers loyalty. In addition, the dimensionality of electronic service quality needs to be further tested. Theoretically, this study provides a better understanding of the relationship between electronic service quality, satisfaction, and loyalty in an online shopping context. Practically this study contributes to the online shop businesses by providing evidence on the importance of electronic services quality dimensions and the need to satisfy customers to get their loyalty. It can be concluded that Online shop businesses need to determine and focus on relevant electronic service quality dimensions to build their online shop competitiveness and to set their online shop apart from the crowd.

Pengaruh e-s-qual terhadap loyalitas menggunakan aplikasi gojek pada masyarakat kota Padang

The main need of this research is to see the effect of the quality of electronic services (E-S-Qual) on customer loyalty using the online transportation application (Gojek) in the city of Padang. This type of research is causally comparative. This research was conducted in the city of Padang. While the research time was conducted in 2018. The population focused in this study were people who lived in the city of Padang and used the Gojek application with a sample of 160 people taken by purposive sampling. Data is processed using multiple linear regression method and data obtained from questionnaire results. From the results obtained from this study indicate that all dimensions of electronic service quality (E-S-Qual) have a direct relationship with customer loyalty at α = 0.05Keywords: E-S-qual; efficiency; system availability; fulfillment; privacy; customer loyalty

CUSTOMER PREFERENCES FOR DIFFERENT SERVICE QUALITY DIMENSIONS IN SELECTED E-COMMERCE WEBSITES IN INDIA

Introduction: Customer satisfaction is vital to ward off brief and long-time prices related to poor customer support. The short-term dissatisfaction that the customer experiences from the service of a business can act as an instigator to a walkout, while a protracted-time period dissatisfaction may cause them to abscond. The key to ensuring the likelihood that customers visit and transact with a website is to provide them a service that meets their expectations and satisfies them. The e-tailers should thus develop such high-end services that create a beautiful customer experience and gain their trust, commitment, and loyalty. Objective: The focus of the research paper is to analyze various electronic service quality dimensions namely perceived ease of use, perceived privacy, perceived website design, perceived personalization, perceived assurance, perceived responsiveness, perceived reliability and perceived information quality of online services provided by the selected e-commerce companies to the Indian consumers. The paper looks into the relevance of each dimension, impacting the online shoppers’ decision to shop from a specific platform. Methodology: One-way ANOVA was used to test the summated average scores of all the service quality dimensions and different selected online websites offering online shopping services. Findings: The study revealed that the website service quality dimensions have a dominant effect on customer perceived service quality, leading to repeat client patronage, which may later develop into customer loyalty. Originality/Value: Instrumental dimensions of e‐service quality were developed by modifying the SERVQUAL model in the online shopping context. The result of this study provides valuable orientation for managers of online stores, as well as for researchers interested in internet marketing.

ELECTRONIC SERVICE QUALITY ON MOBILE APPLICATION OF ONLINE TRANSPORTATION SERVICES

Penelitian ini memiliki dua tujuan utama. Tujuan pertama adalah untuk menguraikan dimensi kualitas layanan elektronik pada aplikasi mobile layanan transportasi online yaitu Go-Jek, Grab, dan Uber di Indonesia. Tujuan kedua adalah untuk menguji hubungan kualitas layanan elektronik dengan kepuasan konsumen dan niat membeli kembali. Pengumpulan data dari kuesioner online sebanyak 149 responden digunakan untuk meneliti model penelitian. Data responden tersebut kemudian dianalisis menggunakan (PLS-SEM). Hasil penelitian menunjukkan bahwa semua dimensi kualitas layanan elektronik yaitu kualitas informasi, desain aplikasi, metode pembayaran, dan keamanan dan privasi secara positif mempengaruhi kepuasan pelanggan. Sementara itu, kepuasan pelanggan secara signifikan berpengaruh langsung pada niat beli kembali. Selanjutnya, bagian terakhir akan mendiskusikan implikasi praktis dari hasil penelitian.

Measuring e-Commerce service quality from online customer review using sentiment analysis

The biggest e-Commerce challenge to understand their market is to chart their level of service quality according to customer perception. The opportunities to collect user perception through online user review is considered faster methodology than conducting direct sampling methodology. To understand the service quality level, sentiment analysis methodology is used to classify the reviews into positive and negative sentiment for five dimensions of electronic service quality (e-Servqual). As case study in this research, we use Tokopedia, one of the biggest e-Commerce service in Indonesia. We obtain the online review comments about Tokopedia service quality during several month observations. The Naïve Bayes classification methodology is applied for the reason of its high-level accuracy and support large data processing. The result revealed that personalization and reliability dimension required more attention because have high negative sentiment. Meanwhile, trust and web design dimension have high positive sentiments that means it has very good services. The responsiveness dimension have balance sentiment positive and negative.

Electronic Services Co-Creation Experience: Telecommunications Sector in Tunisia as an Example

ABSTRACTDespite the intensive use of the Internet in service delivery, little attention has been paid so far to assessing the impact of the quality of electronic services on the willingness of customers to participate in the co-creation experience online. In order to determine how the consumer reacts to the adoption of new information and communication technologies and, in particular, online telecommunication services, we empirically test the influence of electronic service quality dimensions on the co-creation experience online, integrating the attitude, satisfaction, and intention of the customer. The data were collected from a sample of 263 Tunisian telecommunications customers and analyzed using the structural equation modeling technique. The results show that, even if five dimensions of the quality of the online service positively influence the attitude towards the website, all of the dimensions of the quality of e-services positively influence the e-satisfaction. The results also confirm that customers' attitude towards the website and e-satisfaction positively affect the intention to use the website, which in turn affects the willingness of clients to participate in the experience co-creation online.