E-service Quality Research Articles

Online quality assurance system in vocational schools using the website: A user satisfaction perspective

Introduction. This study was conducted to identify the factors that influence user satisfaction to determine the quality of the website (online system) for quality assurance in vocational education from the user’s point of view and to provide the best recommendations for improving the quality of the vocational school quality assurance online system.Aim. This study aims to analyse the quality of the vocational school quality assurance website that affects user satisfaction using the WebQual model.Methodology and research methods. This research used structural equation modelling – partial least square (PLS-SEM) analysis. The purposive sampling technique was chosen to determine the sample of respondents from operators or users of the quality assurance website from 36 vocational schools in Yogyakarta Province, Indonesia.Results. Based on the analysis results, it was found that the service interaction quality factor significantly influenced the e-service quality of the vocational school website for quality assurance, which then directly affected website user satisfaction.Practical significance. This research has implications for developing vocational school website for quality assurance to optimise the website function. This research also has implications for schools to facilitate performance reporting through quality assurance website.

Analisis E-Service Quality Terhadap Kepuasan Konsumen Pada I Am Geprek Bensu

This study aims to analyze the effect of e-service quality in customer satisfaction at I Am Geprek Bensu Palembang through the ShopeeFood channel at least 1 time in the last 4 months (January-April 2023) partially and simultaneously, and to determine the e-service quality variable that has a dominant influence on customer satisfaction at I Am Geprek Bensu Palembang. The sampling technique used in this research Is non-probability sampling with purposive sampling method and using multiple linear regression analysis with the help of SPSS 23 software. The method used for data collection, namely questionnaires with a Likert scale totaling 140 respondents. The results of this study indicate that the partial test (t test) of e-service quality variables in the dimensions of efficiency (X1), fulfillment (X2), privacy (X4), responsiveness (X5), compensation (X6) has a positive and significant effect on customer satisfaction. The simultaneous test (F test) proves that the dimensions of efficiency (X1), fulfillment (X2), system availability (X3), privacy (X4), responsiveness (X5), compensation (X6), and contact (X7) have an effect on the dependent variable, namely customer satisfaction (Y).
 Keywords: E-Service Quality, Customer Satisfaction, Efficiency, Fulfillment, System Availability, Privacy, Responsiveness, Compensation, Contact

E-service quality and customer loyalty in the e-commerce market, South West, Nigeria: Post-COVID-19

In today’s fiercely competitive e-commerce arena, online service providers are compelled to focus on improving quality service delivery to remain competitive. The e-commerce market in Nigeria has experienced low patronage due to factors such as establishing cost, accessibility, credit card threat, information privacy, data security, and network reliability. Thus, the study explored the impact of quality service delivery on customer loyalty. A survey research design was used to seek information about the phenomenon of interest from the sampled respondents through an online platform, mobile device, and mail. The study used copies of the questionnaire as an instrument to gather data from 385 customers of Jumia and Konga who are engaged in e-business service delivery. The data were analyzed using SPSS version 25. The results indicated that the computed t values and the associated significant probabilities of responsiveness, privacy, fulfillment, compensation, insistence action by customers, switching restraint by customers, repeat purchase by customers, customer satisfaction and customers loyalty were 16.08 (P < 0.001), 26.33 (P < 0.001), 12.97 (P < 0.001), 6.75 (P < 0.001), 10.60 (P < 0.001), 7.35 (P < 0.001), 15.75 (P < 0.001), 13.74 (P < 0.001), and 11.92 (P < 0.001), respectively. Given the foregoing, it is evident that respondents perceive a firm’s responsiveness, privacy, and compensation to be significant at the ninety-nine percent confidence level. Furthermore, insistence action by customers, switching restraint by customers, repeat purchase by customers, customer satisfaction, and customer loyalty are perceived to be significant at the ninety-nine percent confidence level.

E-Service Quality, E-Trust dan E-Customer Satisfaction Pada E-Customer Loyalty dari Penggunaan E-Wallet OVO

This research is a quantitative study with a causal relationship to determine the direct effect of e-service quality, e-trust on e-customer satisfaction, the direct effect of e-service quality, e-trust, e-customer satisfaction on e-customer loyalty and the indirect effect between e-service quality and e-trust on e-customer loyalty through e-customer satisfaction on users of the OVO e-wallet application. The benefits of this research are carried out to increase our understanding, provide information and knowledge needed to solve problems and make decisions. Data collection was carried out through a survey with a questionnaire in the form of a google form. The population in this study are those who have used the OVO e-wallet, regularly make payment transactions using OVO in the last 1 month, live in Jakarta, Bogor, Depok, Tangerang and Bekasi (Jabodetabek) and are at least 17 years old. The questionnaire collected 150 respondents using the formula (Hair et al., 2019). The sampling method used is non-probability sampling with purpose sampling technique, to test validity and reliability using SmartPLS software. Based on the results of the study, of the 7 accepted hypotheses, namely e-service quality has no positive effect on e-customer satisfaction, e-trust has an effect on e-customer satisfaction, e-service quality and e-trust have no effect on e-customer loyalty, e-customer satisfaction has no positive effect on e-customer loyalty.
 
 Keywords: E-Service Quality, E-Trust, E-Customer Satisfaction, E-Customer Loyalty

The Impact of E-Service Quality and Sales Promotion on Purchase Decisions in the Zalora Online Shopping Application (Case Study on Zalora Consumers in Surabaya)

This study aimed to examine the impact of e-service quality and sales promotion on Surabaya consumers' purchasing decisions on the online shopping application Zalora. This study's population comprises Surabaya residents who have utilized the Zalora online shopping application. This method employs quantitative research. Non-probability sampling with a purposive sampling technique yielded 99 respondents, and the Partial Least Square (PLS) method was utilized for data analysis. The findings of this study indicate that 1) e-service quality has a positive and statistically significant impact on purchasing decisions. 2) sales promotion has a significant and positive impact on purchasing decisions.

THE INTERVENING ROLE OF E-SATISFACTION IN RELATIONSHIPS BETWEEN E-SERVICE QUALITY AND E-LOYALTY: CASE OF BNI MOBILE BANKING IN INDONESIA

Banking as a financial intermediary institution can play a role in encouraging domestic economic growth which can help develop the economy in various regions. Almost all aspects of life today require various kinds of technological assistance which enables the mobility of capital or investment to be easier, faster and more useful for everyday life due to the rapid development of technology and information. The purpose of this study is to determine the response and influence of E-Service Quality on E-loyalty through E-Satisfaction of BNI Mobile Banking user, either directly or indirectly. The research method used is descriptive and quantitative involving 225 respondents using BNI Mobile Banking in Indonesia. The sampling technique used is non-probability sampling with the type of convenience. Data processing and analysis techniques use PLS-SEM through SmartPLS 3.0 software. Quality of electronic services (in terms of effectiveness, compliance, system availability, privacy, contact, and responsiveness) has a direct impact on e-loyalty and e-satisfaction. E-satisfaction has been shown to aid in the creation of client loyalty as a connection between service quality and consumer satisfaction.

The Influence of Service Quality and Customer Relationship Marketing on Customer Loyalty Using Trust as a Mediation Variable in the Village Credit Institution (LPD) of Customary Village

This study aims to determine the effect of service quality and customer relationship marketing on customer loyalty with trust as a mediating variable. This research was conducted at the Kerobokan Customary Village LPD. The population in this study were all customers of the Kerobokan Customary Village LPD with a total of 26,768 people. The sample is determined using the slovin formula with a total sample of 100 samples. Collecting data in this study using questionnaires with data analysis techniques is SEM-PLS. The results of this study indicate that 1. E-service quality has a positive effect on customer loyalty. 2. Customer relationship marketing has a positive and significant effect on customer loyalty. 3. Trust has a positive and significant effect on customer loyalty. 4. Service quality has a positive and significant effect on trust. 5. Customer relationship marketing has a positive and significant effect on trust. 6. Trust is able to mediate the effect of service quality on customer loyalty. 7.Trust is able to mediate the influence of customer relationship marketing on customer loyalty.

Pengaruh Promosi Penjualan dan E-Service Quality terhadap Minat Beli Ulang Produk Skincare Perawatan Wajah

This study aims to explain and prove the hypothesis about whether there is an effect of sales promotion and e-service quality on repurchasing interest in facial care skincare products (a case study on e-commerce shopee users at Uniska students, Faculty of Economics). This research uses descriptive research with quantitative methods with sampling techniques, namely non-probability sampling with accidental sampling methods with a population of 536 students and a sample of 84 students. The analysis technique used is the validity test, reliability test, classical assumption test, multiple linear regression test, t test (partial), F test (simultaneous) and the determinant coefficient (R2) which is processed using the SPSS version 25 program. The results of the study obtained conclusions that sales promotion has a partial and significant effect on repurchase intention, as evidenced by the t test results obtained by the value of Sig. 0.006 <0.05. E-service quality has a partial and significant effect on repurchase intention, as evidenced by the t test results obtained by the Sig value. 0.000 < 0.05. Sales promotion and e-service quality have a simultaneous and significant effect on repurchase intention, as evidenced by the results of the F test, the value of Sig. 0.000 < 0.05.

The Effect of E-Service Quality and E-Wom on Purchase Decisions Through the Tiktok Shop Application among College Students in Surabaya

The purpose of this script is to explore how E-Service Quality and Electronic Word of Mouth (E-WOM) influence purchasing decisions through the TikTok Shop app. TikTok Shop experienced a decline of 12.4% in the first quarter of 2022, demonstrating that this does not guarantee that TikTok Shop will always be at the top. Kotler & Armstrong (2016:177) found that buying decisions focus on how individuals and groups choose, acquire, and use experiences, services, ideas, and products to meet desires and needs that are part of consumer behavior. Quantitative analysis is the method used in this study. Non-probability sampling and Purposive Sampling techniques are used for sample collection. The survey used a Likert scale questionnaire with a sample of 100 respondents and the population of students in the city of Surabaya. Partial Least squares (PLS) are used to check research findings. It has been found that E-Service Quality and E-WOM have been shown to influence purchasing decisions through TikTok Shop positively.

Study of spirituality and well-being over-the-top services through the lens of stimulus-organism-response framework: a moderated-mediation analysis

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.

Analysis of Factors Influencing The Loyalty of Online Transportation Users in Indonesia

The main objective of the research is to analyze the effect of e-service quality, price and consumer trust on the loyalty of online transportation users. The research method uses quantitative research. Based on the results of data analysis, e-service quality, price and consumer trust have a positive and significant effect on the loyalty of online transportation users. The implications of this research confirms that efforts to provide satisfactory user experience, fast and efficient service, good communication, qualified drivers, effective problem solving, and create a good reputation, online transportation platforms can strengthen user loyalty.

Determinant Factors E-Satisfaction and Repurchase Intention of Investment Platform Users In Indonesia

Together With The Level Of Financial Literacy Of The Indonesian Population, Which Has Increased Significantly, And Financial Digital Technology, Which Has Shown Positive Developments, The Development Of Retail Investors In The Capital Market In Indonesia Is A Very Good And Potential Moment For The Investment And Financial Industry In Indonesia. Regarding The Percentage Of Investors In The Capital Market, Indonesia Still Has Issues And Lags Behind Other Nations. The Economy Of A Nation Benefits From Having More Investors In The Capital Market. This Study Intends To Examine How E-Service Quality, E-Trust, E-Satisfaction, And E-Repurchase Intention Relate To One Another. The Route Analysis Approach Was Utilized To Analyse The Data And Provide The Research Findings For This 150-Respondent Study. The Findings Demonstrated That E-Service Quality Has A Direct Impact On Users' E-Satisfaction With Investment Platforms, E-Service Quality Has A Direct Impact On Users' Intention To Repurchase On One Investment Platform, And E-Service Quality And E-Satisfaction Have No Indirect Influence On Users' Intention To Repurchase Through Their E-Satisfaction.

A Comprehensive Review of E-service Quality and Comparative Study Between Online Pharmacies in India: 1mg and PharmEasy

E-pharmacies have become the latest trend all over the world, especially since the COVID-19 pandemic started in 2019. While buying online, along with the products/medicines in case of e-pharmacies, people also expect a user-friendly website, prompt and safe delivery, data and payment security, and convenient customer services. Hence, e-pharmacy organizations should satisfy all these factors to be the best in the market, enhance customer experience, and increase customer’s repurchasing intentions. The objective of this research is to compare the e-service quality between two of the top e-pharmacies in India—Tata 1mg and API Holdings Private Limited’s PharmEasy—using the e-service quality hierarchical model developed by Blut (2016). E-service quality is evaluated and compared using the following dimensions: website/application design, customer service, security/privacy, fulfillment, and overall e-service quality from the consumer’s perspective. Findings of the study reveal that there was no significant difference in the quality of dimensions—website design and customer service between 1mg and PharmEasy—while there is a significant difference in the quality of fulfillment, security/privacy, and overall e-service quality between 1mg and PharmEasy.

From brick and mortar to click and order: consumers' online food delivery service perceptions post-pandemic

PurposeThis study explores consumers' intentions to utilize online food delivery services (OFDS) in a shared economy beyond the COVID-19 pandemic, employing the protection motivation theory (PMT) as the underlying framework.Design/methodology/approachUtilizing a random sampling technique, a quantitative approach was employed to gather responses from 347 Australian consumers. The proposed model was tested through covariance-based structural equation modelling.FindingsThe findings of this study demonstrate significant positive relationships between restaurant credibility, food quality, e-service quality, price, online food delivery applications, consumer e-satisfaction and e-loyalty. It reveals that consumers satisfied with OFDS may continue exhibiting e-loyalty intentions in a shared economy beyond COVID-19. The relationship between consumer e-satisfaction and e-loyalty intention is moderated by consumer-perceived COVID-19 risk.Practical implicationsThis study offers practical implications for online food delivery providers, restaurants, regulators, application developers and policymakers. These implications aim to enhance the e-service quality, price value, usefulness and security of OFDS, along with strategies to improve the online food delivery application.Originality/valueThis study contributes to the existing body of knowledge by examining a unique selection of antecedents, including the OFDS app, to determine consumer e-satisfaction and e-loyalty in the context of a shared economy beyond COVID-19. The utilization of the OFDS app as a second-order construct adds a meaningful contribution to the OFDS literature. Furthermore, this study investigates and contributes to the limited understanding of the moderation effect of consumer-perceived COVID-19 risk on consumer e-satisfaction and their intended continued use of OFDS.

EFFECT OF E-SERVICE QUALITY AND TRUST ON E-SATISFACTION AND ITS IMPLICATIONS ON ONLINE PURCHASE DECISIONS (STUDY OF SHOPEE CUSTOMERS STIE GICI DEPOK-INDONESIA)

This study aims to see the effect of e-service quality, trust on online buying decisions at Shopee through e-satisfaction. This study was conducted at STIE GICI Depok in the 2022/2023 academic year. This research used a quantitative approach by applying a purposive sampling technique in selecting a sample of Shopee users among STIE GICI Depok students. A total of 284 questionnaires were distributed with 176 samples needed in this study. The analytical method used in this study is by using path analysis (path analysis) and assisted by a smart PLS analysis tool. The research findings show that there is no effect of e-service quality on online purchasing decisions, besides that e-service quality also has no effect on e-satisfaction, then trust has a positive and significant effect on online purchasing decisions, then trust has a significant positive effect on e- satisfaction, there is a positive and significant effect of e-satisfaction on online purchasing decisions, for the indirect effect it shows that e-satisfaction cannot mediate between e-service quality on online purchasing decisions while trust has a positive but not significant effect on online purchasing decisions via e -satisfaction.

The effect of Covid 19 pandemic on e-service quality and repurchase intention in various contexts

The effect of Covid 19 pandemic on e-service quality and repurchase intention in various contexts

Pengaruh Brand Experience Dan E-Service Quality Terhadap Brand Loyalty (Survei Pada Konsumen Toko Ansthelabel Tasikmalaya)

This study aims to determine the simultaneous and partial effect of Brand Experience and E-Service Quality on Brand Loyalty in Anthelabel Tasikmalaya Shop Consumers. Descriptive research method with a survey approach. The population in this research is Ansthelabel consumers as many as 100 consumers. The type of data used in this study is primary data obtained through questionnaires. The data testing technique used in this study uses the validity test, reliability test and classic assumption test. Data analysis in this study used multiple regression analysis using SPSS software version 25. The results of the study show that Brand Experience and E-Service Quality simultaneously have a significant effect on Brand Loyalty for Ansthelabel Tasikmalaya Store consumers. Partially, Brand Experience has a significant effect on Brand Loyalty for consumers at Ansthelabel Tasikmalaya Store. Partially, E-Service Quality has a significant effect on Brand Loyalty for consumers at Ansthelabel Tasikmalaya Store.

Analysis of The Influence of Customer Loyalty to GoFood Products in Indonesia

Loyalty is an effort to establish long-term relationships with customers. This study examines the effects of e-service quality and sales promotion on customer loyalty and satisfaction, considering satisfaction as a mediating variable in the context of GoFood products. The main objective of this research is to analyze the causal relationship between the independent variables and the dependent variable with the presence of intervening variables. The primary data source for this study is GoFood application users. Data was collected from a total of 327 customers across Indonesia who are GoFood users. The majority of GoFood customers in the sample are women (61%), have undergraduate education (56%), are students (50%), and have an income ranging from five hundred thousand rupiahs to one million one hundred thousand rupiahs (25%). The results obtained from this study are as follows: First, e-service quality contributes to customer satisfaction. Second, sales promotion contributes to customer satisfaction. Third, customer satisfaction contributes to customer loyalty. Fourth, e-service quality contributes to customer loyalty. Fifth, sales promotion contributes to customer loyalty. Sixth, sales promotion influences customer loyalty through the intermediary variable of satisfaction. Seventh, e-service quality influences customer loyalty through the intermediary variable of satisfaction.

How E-Service Quality, Customer Rating, and Customer Engagement Affect Buying Decisions for Local Brand Flickabags

The current researcher discusses that the influence of e-service quality, customer ratings, and customer engagement in purchasing decisions affects the local retail production of Flickabags. And the researcher's question is whether e-service quality, customer ratings, and engagement influence e-commerce purchasing decisions. This researcher aims to identify marketing strategies to help deal with similar product competition from this local retail business, which focuses on service quality and information spread through its e-service quality as well as feedback from seller and buyer relationships. This research method uses a quantitative research model. The population obtained in this study is retail business e-commerce customers in the Sidoarjo district. The sampling technique in this study used a random sampling technique. The data collection technique in this study was a Google form questionnaire to the community in the Sidoarjo Regency area. The number of samples is determined based on calculations using the Cochran formula. Based on the output of SPSS, it is known that the significance value is 0.000 0.05, which simultaneously affects Y. And the F value calculated using table F is 130.108 F table 2.70 so that the results obtained are accepted, which means that each variable simultaneously affects Y. It is known that the R Square value is 0.799, so it can be concluded that the influence of each variable on the purchase decision is 79.9%. E-service quality, customer rating, and engagement impact in decision-making is 79.9%. This study shows a relationship between each variable and the purchasing decisions made by customers.

Pengaruh Brand Image dan E-Service Quality Terhadap Keputusan Pembelian Melalui Kepuasan Konsumen Online Travel Agent Tiket.com

Online travel agents are increasingly in demand in line with the needs of society in the digital era who tend to want everything to be done practically. Purchasing decisions taken by consumers is an important factor in maintaining the existence of the company. This study aims to discuss how brand image and e-service quality influence consumer purchasing decisions through consumer satisfaction as an intervening variable at the online travel agent tiket.com using the Partial Least Square (PLS) research method with a total of 210 respondents. Based on the results of data processing, it can be concluded that brand image has a positive and significant influence on consumer satisfaction. E-service quality has a positive and significant influence on customer satisfaction, the better the quality of online services provided by the company, the higher the level of customer satisfaction and previous consumer transactions have an effect on subsequent consumer purchasing decisions, on the brand image variable, namely ticket reputation ticket.com among the public, in the e-service quality variable, namely the products offered by tiket.com are incomplete when compared to online travel agents.