E-customer Satisfaction Research Articles

Exploring E-Customer Satisfaction Using e-SERVQUAL Among Online Shoppers

When interacting with a company's products and services, customer satisfaction is an overall feeling of contentment that a client is experiencing. Previous studies have shown an increase in revenue when a company prioritizes customer satisfaction with its products or services. Around 70 percent of Malaysians are dynamic online consumers, with most of them shopping via websites. e-SERVQUAL assesses the efficacy and efficiency of a website in facilitating shopping, purchase, and delivery processes. It encompasses the pre-purchase and post-purchase phases. The e-SERVQUAL dimensions (privacy, website design, responsiveness, reliability, usability, and information quality) are elements that impact e-customer satisfaction. A total of 100 respondents at Bandar Utama City Centre who shop online participated in the survey. According to the data, males outnumber females among the respondents. The survey comprised three sections: A, B, and C. Section A comprised the demographic information of the respondents, Section B concentrated on the e-SERVQUAL aspects, and Section C addressed e-customer satisfaction. The data was examined utilizing the Statistical Package for the Social Sciences (SPSS). The results indicated that the majority of respondents expressed satisfaction with the quality. However, website design improvements should be made to encourage more online shopping. The recommendation in this study is beneficial to online service providers and future studies on e-SERVQUAL should be extended to another dimension to explore more aspects of determining quality service in an online setting.

The Role of E-Satisfaction in Mediating Relationship Marketing (RM) on Banking E-Customer Loyalty

The research objective is to analyze the relationship between relationship marketing (RM) and e-customer loyalty, which is mediated by e-customer satisfaction in the banking industry in Banjarmasin. The increasingly rapid challenges of the banking world require organizations to improve their efforts to provide world-class services in order to attract and retain loyal customers. RM is the key answer to retaining loyal customers. The research was conducted in Banjarmasin with a population of 200 conventional government bank customers using a simple random sampling technique. Data were obtained from interviews with customers using a questionnaire distributed via Google Forms, and data analysis techniques using SEM AMOS 24. The research results prove that RM which consists of trust, commitment, communication, and conflict handling has a positive and significant effect on e-customer loyalty through e-customer satisfaction. This means that to further increase customer satisfaction for them to be loyal, the repair company must be able to maintain good relationships by providing a good level of trust, commitment, communication, and resolve conflicts that occur. Keywords: banking industry, commitment, communication, conflict handling, relationship marketing (RM), trust

Re-visiting the E-SERVQUAL and Expectancy Disconfirmation Theory in the Context of the Service Industry in Malaysia

The SERVQUAL model has been used for several years to illustrate the relationships between tangible, assurance, reliability, responsiveness, empathy, and customer satisfaction. This paper posits that the SERVQUAL model requires an extension to better explain the relationships between the factors that influence customer satisfaction. The main difference is that the revised SERVQUAL includes the dimensions that apply to the online service industry or e-commerce, thus the proposed e-SERVQUAL comprises fulfillment, efficiency, privacy, and system availability. In this paper, e-SERVQUAL pinpointed two underpinning theories which are e-SERVQUAL and Expectancy Disconfirmation Theory (EDT). This study delves into the foundation, expansion, and evolvement of both theories particularly in the online food delivery service industry in Malaysia. The main objective of this paper is to present the reviews of the literature on e-SERVQUAL and Expectancy Disconfirmation Theory on the relationship between the elements that influence e-customer satisfaction. The study contributes to developing and improving the model that defines service quality in a digital service context. Correspondingly, it emphasizes the robustness of the theories and further enriches the academic literature.

Boosting repurchase rates in B2C e-commerce: the role of customer satisfaction and relationship factors

This study examines the impact of critical factors on customer behavior in the B2C e-commerce sector, particularly focusing on e-customer satisfaction, electronic word-of-mouth (e-WOM), e-service quality, electronic trust (e-trust), perceived value, and the intention to repurchase. Using a structured questionnaire, data were collected from 418 respondents in Jakarta Province, Indonesia, and analyzed via Partial Least Squares-Structural Equation Modeling (PLS-SEM) 4.0. The research confirms the significant influence of all 13 hypothesized relationships on the tested variables, both directly and through mediating effects. Key findings reveal that e-customer satisfaction, e-WOM, e-service quality, e-trust, and perceived value serve as critical mediating factors that significantly shape repurchase intentions. Specifically, e-customer satisfaction has been identified as a crucial moderating variable, enhancing the direct effects of other factors on repurchase intentions. Furthermore, the study underscores the paramount importance of e-service quality and e-trust in fostering a positive perceived value among customers, which in turn enhances e-customer satisfaction and encourages repeat purchases. These insights provide valuable strategic perspectives for online retailers aiming to enhance customer loyalty and facilitate repeated purchases. The study advances the understanding of the interplay between these key factors and their collective impact on customer loyalty in e-commerce. It underscores the necessity for e-commerce platforms to maintain high levels of customer satisfaction and trust, ensuring consistent service quality and leveraging positive e-WOM to build enduring customer relationships. Additionally, the implications of these findings are relevant for cross-cultural studies and can be applied across diverse product categories, suggesting broad applicability for future research and practical implementations in e-commerce. This comprehensive analysis not only contributes to the academic discourse on e-commerce but also offers practical recommendations for online retailers to optimize their strategies in a competitive market.

The Effect of E-Service Quality, Security, and Promotion on Customer Satisfaction of E-Commerce Shopee

The rapid advancement of information technology has led to the convergence of telecommunications and computer technologies. This shift has also influenced consumer behavior, with a growing number of individuals becoming more accustomed to online shopping, resulting in an increasing number of e-commerce users. Shopee, the leading e-commerce platform in Indonesia, has the highest number of website visits, positioning it as the top e-commerce site in the country. The purpose of this study is to analyze how e-service quality, security, and promotions influence e-customer satisfaction with Shopee among Generation Z in Denpasar. The study employs a descriptive quantitative research method with a sample size of 100 respondents. The t-test results for e-service quality reveal a t-value of 5.930, which is greater than the critical value of 1.984, indicating a significant positive effect of e-service quality on customer satisfaction. Conversely, the security variable demonstrates a negative impact on customer satisfaction, with a t-value of -2.842, which is less than the critical value of 1.984. The promotion variable exhibits a positive effect on customer satisfaction, with a t-value of 4.916, exceeding the critical value of 1.984. Furthermore, the overall hypothesis is supported as the calculated F-value of 62.474 exceeds the F-table value of 2.70, indicating that e-service quality (X1), security (X2), and promotions (X3) collectively influence customer satisfaction (Y).

Mobile Service Quality’s Impact on Customer Repurchase Intention in Food and Beverage Mobile Applications

This study aims to assess the impact of mobile service quality on customer repurchase intention in Indonesia’s food and beverage mobile applications. The research identifies key dimensions such as application design, ease of use, privacy, and customer support and evaluates their influence on customer e-satisfaction and repurchase behavior. A quantitative approach was employed, utilizing purposive sampling to gather data from 401 active users of these applications. The analysis, conducted using Structural Equation Modeling-Partial Least Squares (SEM-PLS), revealed that these dimensions significantly enhance overall mobile service quality, which in turn positively affects customer e-satisfaction and repurchase intention. The findings underscore the importance of a minimalist and user-friendly design, robust privacy measures, and responsive customer support—particularly for Gen-Z users in Indonesia, where privacy concerns are increasingly prominent. This study contributes to the existing literature by providing insights specific to the Indonesian market and offering practical recommendations for the food and beverage industry to improve mobile service quality, thereby fostering stronger customer loyalty and increasing repurchase rates. The novelty of this research lies in its focus on the rapidly growing mobile app market in Indonesia, addressing unique regional challenges and opportunities. Doi: 10.28991/HIJ-2024-05-03-011 Full Text: PDF

A Proposed Framework of E-Customer Satisfaction in China: E-Service Quality, Trust, Repurchase Intention

China's decision-making and deployment on accelerating the development of the digital economy in 2023 will promote e-commerce to play an important role in restoring and expanding consumption and promoting the integration of digital and real, and high-quality development will achieve positive results. Online retail sales for the whole year were 15.42 trillion yuan, an increase of 11%. The rivalry in China's e-commerce sector has increased along with the growth of the sector and the notable rise in merchant numbers. This research theoretically explores the characteristics of e-commerce on customer satisfaction, given that it is impacted in this context. The evaluated literature identifies crucial elements and problems to establish a research framework for this article's upcoming empirical studies.

MEASURING TH INFLUENCE OF E-SERVICE QUALITY TOWARD E-CUSTOMER SATISFACTION AND E-CUSTOMER LOYALTY ON ONLINE STORE BUYING BEHAVIOUR

This research is aimed to analyze the effect of e-service quality on e- customer satisfaction and e-customer loyalty. item questionnaire used as many as 20 items. Data collection is done by distributing questionnaires to customers who at least routinely shop once in a month in one or more online store in Indonesia with the number of samples of 275 respondents determined by nonprobability sampling method. Data analysis technique used is Partial Least Square-Path Modeling Reflective Multidimensional Construct (Second Order Construct) with SmartPLS 3.0 software and 5% significance level. The results obtained in this study are e-service quality has direct effect to e- customer satisfaction, e-satisfaction has a direct effect on e-customer loyalty, e- service quality has direct effect on e-customer loyalty, and e-service quality has indirect effect to e-customer loyalty through e-customer satisfaction. The advice for the company is to improve online-based services online both in terms of management and infrastructure. Suggestions for future researchers are able to refine with better theories and data and research not only on the e-commerce sector but also in other technology-based business areas.

Exploring the Interplay: Attitude towards Electronic Word of Mouth, E-Customer Satisfaction, E-Trust, Product Type, and Electronic Word of Mouth

The goal of the current research was to identify the connection among Attitude towards Electronic Word of Mouth (AWEWOM), Electronic Customer Satisfaction (ECS), Electronic Trust (ET), and Electronic Word of Mouth (E-WOM), with the moderating effect of Product Type (PT) in Bahawalpur, Pakistan. For this study, primary data sources were employed, and quantitative research methodology was utilized. The research methodology is correlational, focusing on evaluating the relationship between variables. The target demographic consisted of the general public in Bahawalpur who engage in online shopping. The study was conducted in South Punjab. Data was collected using a questionnaire with a five-point Likert scale, distributed to 384 customers. SPSS v26 was used for data analysis. The results of this research indicate that ECS and ET have a significant positive influence on E-WOM, while AWEWOM has a negative effect on E-WOM. Additionally, the moderating influence of PT on the relationship between ECS, AWEWOM, ET, and E-WOM is significant and positive. Future research suggestions include conducting further examinations on E-WOM with other variables and elements, as well as conducting studies in different geographical locations to enhance generalizability.

Impact of Electronic Customer Relationship Management on Purchase Intention with mediation role of Customer E-Satisfaction: evidence from Egyptian SMEs

Impact of Electronic Customer Relationship Management on Purchase Intention with mediation role of Customer E-Satisfaction: evidence from Egyptian SMEs

E-Customer Satisfaction And Consumer Attitudes Toward Mobile Augmented Reality Advertisements In The Indonesian Cosmetics Market

E-Customer Satisfaction And Consumer Attitudes Toward Mobile Augmented Reality Advertisements In The Indonesian Cosmetics Market

Relationship Between Internet Banking Service Quality, e-Customer Satisfaction, and Loyalty: A Comparative Study of India and Pakistan

Abstract The objective of this study is to examine the structural relationship between e-service quality, e-satisfaction, and e-loyalty for both Pakistani and Indian Banks. The study was conducted on 800 respondents who were users of internet banking services. The independent variables were 1) reliability, 2) responsiveness, 3) accessibility, 4) ease of use, and 5) security. The e-customer satisfaction and e-customer loyalty are independent variables. The study was conducted on 400 Indians and 400 Pakistani who had been availed internet banking services. The theoretical model was assessed using the PLS-SEM technique. The study found overall significant positive relationship between e-service quality, e-satisfaction, and e-loyalty for both Pakistani and Indian banks. The study has managerial implications that the managers of the banks should focus more on the internet banking services for customer loyalty. The study found overall significant relationship in both India and Pakistan, as both are emerging economies. This study intends to fill the void and adds to the literature on internet banking and provides pathways for the researchers working in the domain of banking services. The study provides recommendations for the top level of management and bank branch managers as well.

Analysis of the Effect of E-Recovery Service Quality and E-Service Quality on E-Customer Satisfaction and E-Customer Royalty

The impact of today’s electronic commerce has changed people’s mindset in ordering, buying, and paying for products in an easier and more affordable form. To find a high sense of satisfaction and loyalty from customers to continue using e-commerce as a personal or profitable group service and its performance is getting faster and easier and has a loyal customer base, indirectly contributing to e-commerce companies. This study uses a literature review to later be able to provide a lot of analysis from previous studies. The first step in gathering secondary data is to conduct a literature study, which includes reading, making notes, and processing information found in the literature search results. The characteristics that are related to each other are derived from prior research on customer satisfaction and loyalty in the e-commerce industry, specifically: 1. E-Service Quality (X1), 2. E-Recovery Service Quality (X2), 3. E-Customer Satisfaction (Y1), 4. E-Customer Loyalty (Y2). With the increase in internet users, the shift in people’s purchasing culture from offline to online has increased in business opportunities in the e-commerce sector. Constant innovation by retail companies and the competition among traders is seen to be growing.
 Keywords: e-service quality, e-recovery service quality, e-customer royalty, e-customer satisfaction

Understanding consumers’ continuous-use intention of crowdsourcing logistics services: Empirical evidence from China

Crowdsourcing logistics-based O2O (online to offline) has been increasingly implemented to help individuals or merchants tackle down the problem of intra city instant delivery in China. However, since insufficient control is imposed on free couriers, consumers are subjected to certain risks generated by the uneven service quality provided by free couriers, such that the continuous-use intention to adopt crowdsourcing logistics may be affected in an unexpected manner. A sampling survey was carried out in China's first- and second-tier cities, with 292 valid questionnaires collected. On that basis, the corresponding hypotheses were tested using the partial least squares (PLS) method. The findings of this study revealed that trust, perceived value, and satisfaction positively contributed to continuous-use intention, where trust contributed the most. Perceived risk exerted a significant negative effect on continuous use intention. Trust is capable of notably reducing perceived risk. Crowdsourcing logistics service quality is the critical driving variable of perceived value and satisfaction. Perceived risk has a negative moderating effect on satisfaction-continuous-use intention relationship, showing that the higher the perceived risk, the weaker the effect of satisfaction on continuous-use intention. Given perceived risk, a conceptual model was built by integrating e-CSI model (e-Customer Satisfaction Index Model) and PAM-ISC model (Post-acceptance Model of IS Continuance Model). From the integration, the findings of this study are expected to provide decision-making basis for crowdsourcing logistics platforms to help solve the “last mile” delivery problem.

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.

Purchase intentions for cultural heritage products in E-commerce live streaming: An ABC attitude theory analysis

With the increasing popularity of e-commerce live streaming, understanding purchase intentions for cultural heritage products in this context is crucial, prompting the analysis based on the ABC attitude theory. This study investigates how creative products of intangible cultural heritage influence consumers' purchase intentions within the framework of e-commerce live streaming. It further explores the mediating influence of consumer satisfaction in this association, utilizing the ABC attitude theory. The research design encompasses dimensions related to creative products of intangible cultural heritage, e-customer satisfaction, and purchase intention. Confirmatory factor analysis and Structural Equation Modeling (SEM) are utilized to examine the research hypotheses. The study reveals that perceived product quality, perceived interactivity, and professionalism among streamer factors, as well as perceived entertainment among scene factors, positively influence consumer satisfaction. Additionally, intangible cultural heritage has a positive effect on consumers' purchase intention toward creative products of intangible cultural heritage. Furthermore, consumer satisfaction serves as a mediating factor in the relationship between perceived product quality, perceived professionalism and interactivity, perceived entertainment, and consumers' purchase intention. This study is limited to creative products of intangible cultural heritage and involved a relatively small sample size. Moreover, certain perceptual dimensions of e-commerce live streaming were excluded from the analysis. Originality/value – This study contributes to the existing literature on the ABC theory by developing a model that examines consumer satisfaction and purchase intention. The model employed in this study integrates perceptual dimensions pertaining to creative products of intangible cultural heritage within the framework of e-commerce live streaming, utilizing the ABC theory. Additionally, this research contributes to addressing a gap in the existing literature by specifically focusing on the category of creative products of intangible cultural heritage within the broader discourse on dimensions in e-commerce live streaming. Thus, this study presents numerous diverse perspectives that can serve as a basis for further research into the integration of e-commerce live streaming and cultural and creative products associated with intangible cultural heritage.

Pengaruh E-Service Quality, E-Trust, E-Customer Satisfaction Terhadap E-Customer Loyalty Pada Marketplace Shopee

This study tested the direct impact of variables such as E-trust, E-service quality, and E-customer satisfaction on E-Customer loyalty. The research approach used this study uses quantitative approximations. Data collection techniques through surveys using questionnaires and compiled as many as 100 respondents. Sampling using non-probability techniques is purposeful sampling. The sample selection criteria for this study are (1) Shopee customers who make purchases through Shopee marketplace, (2) use Shopee regularly for the last 1 year (3) are 17 years of age or older, (4) customers have traded at least 2-3x at Shopee and (5) are dominated in the province of Dki Jakarta. The research uses a data analysis technique called Structural Equation Modeling (SEM), with SmartPLS software. E-service quality has a positive impact on E-customer satisfaction, E-trust has a negative impact on e-client satisfaction but E-services quality has no positive influence on the E-Customer loyalty. These results are expected to benefit Shopee's E-commerce to know what can increase customer satisfaction and loyalty.

Analysis of The Influence of E-Customer Satisfaction, E-Service Quality and Digital Sales Promotion on Customers Repurchase Intention Through Digital Wallet Shopeepay

The purpose of this study is to determine whether e-service quality and sales promotion have an impact on e-customer satisfaction and repurchase intention. The precise sample size for this study is not available. However, it is comprised of residents of Indonesia's five biggest cities who have used the e-wallet app. Users of e-wallet applications who met the requirements of never using one and not utilizing the application for less than three months made up the study's sample. Purposeful sampling, a nonprobability sampling technique, was applied in this study. The study sample consisted of one hundred respondents in total. Papers, questionnaires, and a literature review gathered data for this study. This inquiry employed the path analysis method. Several inferences can be made in light of the study's findings and the following discussion, including the following: Sales promotions and online customer happiness are correlated. The caliber of e-services has some bearing on e-customer happiness. E-customer satisfaction is simultaneously influenced by sales marketing and the quality of service. Sales promotions have an impact on consumers' propensity to make further purchases. The caliber of the e-service partially influences repurchase intentions. E-customer satisfaction has some bearing on repurchase intentions. Repurchase intentions equally impact sales promotion, e-service quality, and e-customer satisfaction.

Enhancing Customer E-Loyalty and E-WOM: The Role of Electronic and Non-Electronic Service Quality and Customer Satisfaction (PLN Mobile Application)

This study examines the relationships between six constructs: e-service quality, customer e-satisfaction service quality, customer satisfaction, customer e-loyalty, and electronic word-of-mouth (EWOM). The study collected data from 452 respondents who are customers of PLN and have used the PLN Mobile application. The study found that customer e-loyalty can be directly and indirectly influenced by service and e-service quality. Both customer satisfaction and e-satisfaction can mediate the influence of service quality and e-service quality on customer e-loyalty. Therefore, PLN needs to ensure service quality (both through the application and field personnel) and customer satisfaction with the services provided to enhance customer satisfaction and foster electronic loyalty, encouraging customers to continue using the PLN Mobile application. The study also reveals that customer e-loyalty positively and significantly influences EWOM.

Analisis Kualitas Pelayanan Terhadap Kepuasan E-Customer Start-Up Kaos Nyenyes

The purpose of this study is to analyze the quality of service when shopping and the impact on e-customer satisfaction at Kaos Nyenyes start-up which is a start-up that focuses on selling t-shirts with unique and innovative models online and offline. This research uses qualitative and quantitative analysis methods to gain a comprehensive understanding of how service quality can affect online customer perception and satisfaction. The data collection method involves an online survey of Kaos Nyenyes' e-customers and the collected data is then analyzed using statistical techniques and content analysis to identify the most influential service quality factors. The results of this study are expected to provide deep insights into the aspects and factors of service quality that are important in a business context, especially in the fashion industry such as the Kaos Nyenyes start-up. By understanding the factors that influence customer satisfaction, companies can improve service strategies, strengthen relationships, and increase competitive advantage in the market.