E-service Quality Research Articles

Integrating Brand Religiosity Image, E-Service Quality, and Muslim Customer Perceived Value: A Study on Muslim Student Loyalty Mediated by Satisfaction

This study aims to analyze the effect of Brand Religiosity Image, E-Service Quality, and Muslim Customer Perceived Value on student loyalty, with student satisfaction as a mediating variable. This study was conducted at UIN Syarif Hidayatullah Jakarta using explanatory quantitative method. Data was collected through Google Form with a sample of 403 respondents from a population of 35,069 students. Data analysis was conducted using SmartPLS version 4.0.9.6. The results showed that Brand Religiosity Image, E-Service Quality, and Muslim Customer Perceived Value have a positive and significant influence on student loyalty. E-Service Quality and Muslim Customer Perceived Value also have a positive and significant effect on student satisfaction, but Brand Religiosity Image has no significant effect on student satisfaction. Student satisfaction has a positive and significant effect on student loyalty, but does not mediate the effect of Brand Religiosity Image on loyalty. Conversely, student satisfaction mediates the effect of E-Service Quality and Muslim Customer Perceived Value on student loyalty. These findings offer a new paradigm, namely the Islamic Higher Education Brand Religiosity Image (i-HEBRI), which emphasizes that Islamic universities need to internalize Islamic values and science in their brand and operations, and provide capable digital services to build student loyalty. This paradigm shows that to achieve student loyalty, it is not enough for institutions to have a strong brand image, but they also need to provide significant added value through quality services.

Sustaining Economic Growth: E-Service Quality’s Role in Fostering Customer Loyalty in Nigeria SMEs

The aim of this study is to investigate the impact of e-service quality on customer loyalty with customer satisfaction as a mediator in the small and medium-sized business sector in Nigeria. The dimensions investigated in this study are reliability, web design, trust, empathy, convenience, and cultural inclusion. To the best of the researchers’ knowledge, there has not been any research done on this subject investigating the above dimensions among Nigerian SMEs across various cultural groups. Therefore, this study fills this gap by investigating the impact of culture, web design, trust, empathy, convenience, and reliability on SMEs. A questionnaire was used for the purpose of the study to collect primary data. Four hundred and ninety-two responses were obtained from the respondents, who were age 20 and above. The survey was carried out online across the four major poles of Nigeria (east, west, north, and south) because of their varying and distinct cultural background. The data collected were analyzed using SPSS 28, Smart PLS 4 and AMOS 29 for descriptive analysis and structural equation modeling to test the research model. The results showed that the service quality dimensions have a positive significant impact on customer satisfaction and also show that customer loyalty is positively impacted by customer satisfaction.

Operational excellence in online food delivery service: the role of food biosafety measures

PurposeThis study explores how food biosafety measures (FBM), electronic service quality and product quality influence consumer satisfaction and loyalty in the online food delivery service (OFDS) sector. It also integrates the technology acceptance model (TAM) and the theory of planned behaviour (TPB) to form a robust framework for assessing consumer behaviours and providing insights for this sector.Design/methodology/approachData from 877 Colombian urban consumers were collected. The proposed theoretical model was tested using structural equation modelling (SEM) in the SEMinR package of the R program (an open-source programming language).FindingsThe results reveal that food biosafety measures and product quality are the most essential factors for OFDS consumers. Besides, food biosafety measures strongly affect product and e-service quality, which in turn significantly and directly impact consumer satisfaction and loyalty. This means that it is necessary to consider both visible actions strongly related to product quality and invisible actions that highlight the role of e-service quality in ensuring operational excellence.Practical implicationsTo maintain customer satisfaction and loyalty, OFDS managers should consider first working with restaurants that practice high food biosafety measures so that the order leaves the restaurant in good condition. However, OFDS should maintain these measures to ensure operational excellence from the order on the platform until delivery to the end consumer.Originality/valueThis innovative study demonstrates how FBMs directly affect perceptions of service, product quality, satisfaction and loyalty. This goes beyond traditional findings suggesting that food biosafety measures' influence is only indirect and mediated by satisfaction.

Perception of Indian customers towards e-service quality and its effect on consumer happiness, retention, and loyalty

Perception of Indian customers towards e-service quality and its effect on consumer happiness, retention, and loyalty

The Measurement of Consumers’ Purchase Intention in E-commerce by Electronic Service Quality: Mediation Test of E-satisfaction and E-trust

As a result of the constantly changing digital environment, people change in terms of running a business or purchasing products. Customers can grab what they want easily because online transactions reduce or remove the distance barrier, making them more comfortable purchasing the products online. This study investigates several factors that affect customers’ intention to purchase: E-service quality as the main factor, e-satisfaction and e-trust. This research employs a quantitative descriptive approach by surveying 150 respondents across Indonesia who have connected to the internet and regularly make online purchases through Indonesian e-commerce named Shopee, Lazada and Tokopedia. The result of this study affirmed that e-service quality has a direct and significant influence on e-satisfaction, e-trust and purchase intention, respectively. E-trust was also found to directly and significantly influence purchase intention and mediate the relationship between e-service quality and purchase intention. However, e-satisfaction does not directly and significantly influence purchase intention or mediate the relationship between e-service quality and purchase intention.

Factors influencing Customers’ Decisions to Use Online Food Delivery Services in Muscat, Oman

Purpose: This study examines the factors that influence customers’ choice of online food delivery services and assesses customer experience with the quality of e-services, personal characteristics of delivery staff, and perceived food quality. Design/methodology/approach: This study employed a quantitative approach and adopted an explorative research design employing a snowball sampling technique and collected the data using a questionnaire. The sample size in this study was 163. The Gretel program was used to extract questionnaire data with greater accuracy and statistical analyses like percentage analysis, mean, standard deviation, ranking, and Correlation measures were used to analyze the data. Findings: Talabat was the most popular online food delivery service in Muscat. The results of the study revealed that the three primary factors that drive customers to place online food orders are affordability, variety, and excellent cuisine. Every respondent places at least one online food order every month, and the majority place three or more orders, primarily using a mobile device. Furthermore, the professional behaviour of the delivery staff, food quality, and website design affect consumer satisfaction. However, there is a weak positive correlation between timely delivery and customer satisfaction. Most of the respondents responded that they would order food again because of their pleasant experiences. Research limitations/implications: To attract more clients, food delivery services can boost social media presence and work with influencers. Most respondents utilize food delivery services between once and three times each month. Thus, firms should implement loyalty programs to retain clients. Improving mobile app functioning should be the primary goal, given that most customers prefer to order food using their phones. Businesses should evaluate food order accuracy and prioritize effective food delivery to clients. Despite the lack of a link between customer satisfaction and delivery timing, timely delivery is critical for customer satisfaction. Social Implications: Online food delivery services serve persons with hectic schedules and mobility challenges. Many individuals who own restaurants and small entrepreneurs working from home may now access a large consumer base and greater visibility can boost their sales. These enterprises allow individuals to try the cuisine of other nations, which was previously impossible, thus broadening the culinary experiences. Originality / Value: Online food delivery companies expanded rapidly during and after the pandemic in response to rising demand. While expanding in popularity, no study of online food delivery services has been conducted in Oman. Therefore, the results of this study will immensely benefit online food delivery companies, and the people engaged in this industry. Keywords: Online Food Services, Customer Experience, Customer Satisfaction, Food Delivery Factors, Delivery Staff, Food Delivery Applications.

The Effect Of E-Service Quality And E-Trust On Buying Interest In Shopee Pay Users In The Millennial Generation

The use of e-wallet is increasing as online transactions increase in Indonesia. This research is an explanatory study that aims to find out the influence of E-service quality and E-trust on the interest of using ShopeePay when shopping online among Millennials in DKI Jakarta. The population of this study is the entire Generation of Millennials in DKI Jakarta who have used ShopeePay at least three times when making online transactions and the number is unknown. Sampling technique used is purposive sampling techniques on condition samples are Millennial Generation, live in the territory of DKI Jakarta and have used ShoppePay at least 3 times. Data collected through the spread of the google form questionnaire to the Millennial Generation. Data analysis using SmartPLS 3.0 Partial Least Squares Structural Equation Modeling (PLS-SEM). Research results show that E-Service Quality and E-Trust have a positive and significant influence on purchasing interest using ShopeePay on the millennial generation in DKI Jakarta. According to research results, 92.9% of Millennial Generation interest in using ShoppePay is influenced by E-Service Quality and E-Trust. The findings confirm that it is important for e-wallet service providers to focus on improving the quality of electronic services and building user confidence to boost purchasing interest.

Pengaruh E-Service Quality, Online Promotion dan Persepsi Harga terhadap Loyalitas Pelanggan pada Pengguna Aplikasi Indrive di Surabaya

This research aims to determine the influence of e-service quality, online promotion and price perception on customer loyalty among InDrive application users in Surabaya. Type of quantitative research with multiple linear regression. The population in this research is the people of Surabaya who have used the InDrive service and in the sampling process used a purposive sampling technique with a total of 100 respondents who had been determined from the Solvin formula calculation. The results of this research are that it is proven that there is an influence of the three independent variables on customer loyalty simultaneously (F test) as seen from the tcount value which is greater than ttable or 15.044 > 2.70 with a significance level of 0.000 < 0.05. There is a partial or individual influence on e-service quality, online promotions and price perceptions on customer loyalty. This is proven by the calculated tcount value of each independent variable, namely e-service quality (X1) of 3.032; online promotion (X2) 2,252; and price perception (X3) 2.084 is greater than the ttable value, namely 1.985. And the significance value is smaller than 0.05, namely 0.003; 0.027; and 0.040.

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).

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.

Mediation of customer satisfaction: E-service quality, brand trust, and reuse intention

The purpose of this study is to explain the role of customer satisfaction in mediating e-service quality and brand trust on reuse intention in the Traveloka application. The theories used are the Techlonogy Acceptance Model (TAM) and Expectancy Disconfirmation Theory (EDT). This research is a type of quantitative research that is associative in nature. The population in this study are all Traveloka application users who have transacted at least three (3) times in one year. The sampling technique used purposive sampling with a total sample member of 205 respondents. Respondent data collection was carried out by distributing questionnaires. The data analysis technique in this study used PLS-based SEM. The results showed that all variables had a positive and significant effect. Customer satisfaction acts as a partial mediation in mediating the effect of e-service quality and brand trust on reuse intention on the Traveloka application. The results of this study can provide an empirical contribution about the relationship between the variables of e-service quality, brand trust, customer satisfaction, and reuse intention for the development of the Technology Acceptance Model (TAM) and Expectancy Disconfirmation Theory (EDT). Traveloka management can implement a marketing strategy that emphasizes service quality and information accuracy to increase customer intention to reuse the Traveloka application.

The Effect of E-Service Quality on Customer Satisfaction of the Welma Application at PT Bank Central Asia, TBK

The Effect of E-Service Quality on Customer Satisfaction of the Welma Application at PT Bank Central Asia, TBK

Customer Satisfaction Analysis On Tokopedia Marketplace Services In Jakarta Area

This research aims to determine the satisfaction factors of Tokopedia marketplace users in Jakarta. This research uses a quantitative approach with descriptive analysis methods. The population in this study includes individuals who currently or have used the Tokopedia marketplace. In this study, samples were taken using no-probability purposive sampling and distributing questionnaires online via Google From. The sample used in this research was 240 respondents. The sample criteria in this research consist of individuals who live in the Jakarta area, aged 17-45 years and users of the Tokopedia marketplace. This research uses validity and reliability tests as research instrument tests. This research only uses two analytical techniques, namely descriptive analysis with the aim of describing or illustrating Tokopedia marketplace user data and then classifying it so that later it can be formulated to get a clear picture of the problems that cause customers to feel satisfied. Then there is the factor analysis technique or Expolatory Factor Analysis which aims to form new factors to support customer satisfaction. This research uses the e-service quality dimension as a measurement of customer satisfaction. There are seven indicators in this research, namely, Efficiency, Fulfillment, Reliability, Privacy, Responsiveness, Compensation, Contact. The results of this research say that by using the EFA analysis technique, three factors have been formed to support customer satisfaction, the names of these three factors are: service reliability and security, customer service quality, customer comfort and efficiency.

Driving Word of Mouth in E-commerce: The Impact of Service Quality, Customer Experience, and Repurchase Intention on TikTok Shop

The rapid growth of e-commerce and social commerce platforms demands a thorough understanding of customer behavior, which is vital for business success. This study examines the impact of e-service quality, customer satisfaction, customer trust, and repurchase intention on word of mouth among TikTok Shop customers. A quantitative approach was employed, with data collected through online questionnaires distributed to 220 respondents via Google Forms, using non-probability convenience sampling. Data were analyzed using Structural Equation Modeling (SEM) with the PLS program. The findings reveal that e-service quality positively and significantly influences customer trust, customer satisfaction, repurchase intention, and word of mouth. Furthermore, customer trust has a positive and significant effect on repurchase intention and word of mouth (β = 0.724, P = .001). Additionally, customer satisfaction significantly enhances customer trust, repurchase intention, and word of mouth. Finally, repurchase intention has a positive and significant impact on word of mouth. These results highlight the importance of e-service quality in driving customer satisfaction and positive word of mouth in social commerce platforms. The study focuses solely on TikTok Shop, which may limit generalizability to other e-commerce platforms.

PENGARUH SOSIAL MEDIA MARKETING, E-SERVICE QUALITY, DAN REVIEW CONTENT TERHADAP MINAT BELI KONSUMEN BOX OUTLET SINGARAJA

This study aims to examine the influence of Social Media Marketing, E-Service Quality, and Review Content on consumer buying interest in Singaraja Box Outlet Stores. The population in this study includes all Singaraja Box Outlet Store consumers from various walks of life, both men and women. The sample used in this study was 85 consumers selected through a questionnaire technique distributed using Google Form. This study used a quantitative approach and the data was analyzed by multiple linear regression method using IBM SPSS Statistics 25 application. The results showed that Social Media Marketing, E-Service Quality and Review Content proved to have a positive and significant influence on consumer buying interest in Singaraja Box Outlet Stores

The Influence Of User Experience, E-Service Quality, And E-Trust Mediated By E-Satisfaction On E-Loyalty: Customers Subscription Video On Demand (Svod)

Currently in the digital era, the internet plays a very important role in supporting and making it easier for people to carry out their daily activities through various technologies. One of the benefits of the internet in the entertainment sector is being able to watch movies or online shows and streaming subscription videos, besides that this activity is one of the most popular activities in the community that is carried out during and after the pandemic. This study aims to analyze the influence of User Experience, (E-Service Quality), E-Trust, mediated by E-Satisfaction, on E-Loyalty on Subscription Video on Demand (SVOD) customers during the Covid-19 pandemic to after the Covid-19 pandemic in the Greater Jakarta area. This study is a quantitative study by collecting 278 samples. Data collection was carried out by distributing questionnaires online and the scale used was the Likert scale. The data analysis technique used is Structural Equation Modelling (SEM) with Smartpls 3.0 software. The results of this study show that User Experience has a significant influence on E-Satisfaction and E-Loyalty, E-Service Quality has a significant influence on E-Satisfaction directly but does not have a significant influence on E-Loyalty directly, E-Trust has a significant influence on E-Satisfaction directly but does not have a significant influence on E-Loyalty directly, and E-Satisfaction has a significant influence on E-Satisfaction directly, and E-Satisfaction has a significant influence on E-Satisfaction and E-Loyalty. significant influence on E-Loyalty. E-Satisfaction has succeeded in mediating between User Experience, E-Service Quality, and E-Trust with E-Loyalty.

Comparative Study of Attitude towards Customer Intention to Implement Online Banking Services among the Collegiate Students

The massive advances in technology and aggressive implement of information technologycontributed as a paradigm shift in banking activities. It is explained to be twofold shift where banksusing technology have been systematically achieving efficiency, control, profitability and theircustomers are leveraging the benefits of convenience of „anywhere, anytime, anyway‟ banking. Whencustomers when experience such possibilities offered by internet banking services experienced bycustomers, they are not likely to have unpleasant e-service quality and since, most of the banks havejoined the bandwagon of internet banking, the competing service providers are often just one click awayfrom each other. This competitive situation of service industry encourages image building and brandingfor banks to differentiate one from others.

The impact of e-commerce platforms' quality on customer satisfaction and repurchase intention in post COVID-19 settings

PurposeE-commerce expands product and service reach, emphasizing the need for strategic market approaches to enhance e-service quality and drive sales growth. This paper aims to assess the relationship between the perceived quality of e-commerce platforms (characterized by measures of order and return convenience), customer satisfaction with online shopping and repurchase intention from online stores as well as examine whether demographic variables such as age, gender and area of residency (urban/rural) influence the ratings of each of these variables.Design/methodology/approachAn online, self-administered survey gathered 108 valid responses from e-commerce customers. Data were analyzed in Statistical Package for the Social Sciences (SPSS) and Analysis of Moment Structures (AMOS) through principal component analysis, confirmatory factor analysis and structural equation modeling (SEM) as well as correlation, descriptive statistics, difference of means tests and nonlinear regression.FindingsOnline shopping on e-commerce platforms is seen as convenient for both placing orders and managing returns. Additionally, consumers express satisfaction with their online shopping experiences and exhibit a strong intention to repurchase. The analysis revealed linear relationships between order convenience and customer satisfaction, between order convenience and repurchase intention and nonlinear relationships between return convenience, customer satisfaction and repurchase intention. No significant difference was found between the way the demographic variables rated the convenience, satisfaction and repurchase intention constructs.Originality/valueThis study contributes to the empirical literature on service quality in e-commerce by providing a streamlined model of the interactions among the factors as well as by isolating the nonlinear relationships and comparing results across three demographic variables. From a managerial standpoint, the findings suggest that strategies aimed at providing complete qualitative information and enhancing order and return convenience improve customer satisfaction and foster repurchase intention.

Mengukur Peran Mediasi E-Satisfaction dalam hubungan antara E-Trust dan E-Service Quality terhadap E-Loyalty (Studi Kasus pada Nasabah Pengguna E-Banking Perbankan Syariah di DKI Jakarta

This research aims to analyze the variables e-trust, e-service quality in influencing the e-loyalty variable either directly or through the mediating role of the e-satisfaction variable. on sharia banking e-banking users. This research developed 20 question items and distributed them via Google form to customers using sharia banking e-banking in DKI Jakarta. A total of 104 data were collected and then analyzed using the Structural Equation Modeling (SEM) analysis tool. The research results show that the variables e-trust, e-service quality have an influence on e-satisfaction. Likewise, e-loyalty can be influenced by e-loyalty and e-satisfaction, while e-service quality fails to influence e-loyalty. In this research, it was also found that the e-satisfaction variable can play its role as an intervening variable between e-trust and e-service quality on e-loyalty.

The Influence of e-Satisfaction, e-Service Quality, e-Trust on Shopee Marketplace Customer e-Loyalty

This research aims to test the Influence of e-satisfaction, e-service quality, and e-trust on the e-loyalty customer marketplace Shopee. The approach used in this research is quantitative, with a casual associative research type. The sampling method used nonprobability sampling with a purposive sampling method for 384 users of the Shopee marketplace application. Data collection uses a Google Form questionnaire distributed on WhatsApp, Instagram, and Facebook—data analysis using SmartPLS 4.0 software. The result found that e-service quality, e-trust, and e-satisfaction are essential to developing e-loyalty toward customers in Shopee's marketplace. This study also found that e-satisfaction has a role in building e-trust.