Impact Of E-service Quality Research Articles

Enhancing E-Loyalty in Tokocrypto: The Impact of E-Service Quality and E-Trust Mediated by E-Satisfaction

Enhancing E-Loyalty in Tokocrypto: The Impact of E-Service Quality and E-Trust Mediated by E-Satisfaction

Impact of E-Service Quality in Customer E-Loyalty of Marketplace with the Role of E-Satisfaction as Mediation

Impact of E-Service Quality in Customer E-Loyalty of Marketplace with the Role of E-Satisfaction as Mediation

Impact of E-Service Quality on Satisfaction with E-Learning Usage at PT LSP XYZ

PT LSP XYZ is a company that operates in the field of professional certification, where currently professional certification participants are experiencing an increase and decrease in participants, especially in the aspect of e-learning development which has an impact on customer satisfaction. If this is not repaired immediately, the damage will impact the level of customer satisfaction. This research aims to combine expectations and reality regarding the services provided by the company to customers using the Servqual method and analyze the factors that influence customer satisfaction with LSP XYZ which can then be used as a basis for formulating recommendations to increase the level of customer satisfaction of LSP XYZ. and Structural Equation Modeling (SEM) analysis tools.

The Impact of E-Service Quality on E-Satisfaction and Loyalty in Btn Mobile: in The Evidence of BTN Mobile Banking Users in Jabodetabek

This research study the relationship and the impact of e-Service Quality on e-Satisfaction and loyalty in the BTN Mobile Banking users. This study uses modified dimensions of the E-SERVQUAL instrument to determine the e-SQ of BTN Mobile Banking service in JABODETABEK which are Personal Needs, Site Organization, User-friendliness and Efficiency. 103 respondents were involved in this study and the results showed E-SQ have significant impact to E-Satisfaction and Loyalty. Data analysis was performed using SEM-PLS. The limitations of this study are that the scope of the population is only in the special province of Jakarta, and the variables related to e-satisfaction are only emphasized from the perspective of user experience and interface while the research scope on e-satisfaction is very wide. The findings of this study show that in Internet banking, in addition to the technical and functional aspects of -SQ reflects the importance of contribution to e-satisfaction and e-loyalty.

Drivers of citizens E- loyalty in E-government services: E-service quality mediated by E-trust based on moderation role by system anxiety

PurposeThis study aims to identify the impact of drivers of citizens’ e-loyalty on e-government services. This study focused on the impact of e-service quality (e-SQ) on e-loyalty, mediated by e-trust. In addition, the study examined the moderating role of system anxiety.Design/methodology/approachTo accomplish the study’s objectives, a self-administered questionnaire was created to collect data, and the sample size was chosen to align with the requirements of the structural equation modeling (SEM) approach. Out of the distributed questionnaires, 532 were deemed valid and suitable for analysis in this research. Data screening was performed, and no questionnaires were excluded from the analysis.FindingsThe study findings underscore the significance of enhancing e-SQ for improved trust, satisfaction and engagement in e-government initiatives. Decision-makers should prioritize streamlined processes, user-friendly interfaces and responsive support. Crucial elements for fostering trust include transparency, accountability and data security. Personalized services, citizen engagement and continuous feedback evaluation contribute to citizen satisfaction and loyalty. Addressing system anxiety is vital through clear instructions and accessible support. Implementation of these recommendations is expected to lead to successful e-government initiatives and increased e-service adoption. The study highlights the importance of maintaining high e-SQ standards, trust-building measures and adopting a holistic approach for sustained positive user experiences in government e-services.Research limitations/implicationsThis study found a significant positive influence of e-SQ on e-loyalty showing a strong positive correlation between e-SQ, e-loyalty and e-service. Statistical analysis reported a significant positive mediating role of e-trust in the relationship between e-SQ and e-loyalty. Moreover, system anxiety exhibited a strong significant negative moderating role on the relationship between e-SQ and e-trust.Practical implicationsPractical implications of the study emphasize the importance of improving e-SQ, enhancing transparency, strengthening security measures, adopting user-centric design principles and continuously evaluating and improving e-services. By implementing these recommendations, decision-makers can foster trust, satisfaction and improve engagement and adoption of e-government initiatives in the Jordanian context as a developing country.Originality/valueThe study explores the factors influencing citizens’ loyalty to e-government services in Jordan, acknowledging the unique challenges faced by the country as a developing nation. It focuses on understanding these factors within the Jordanian context, where e-government initiatives are increasingly implemented to enhance public services and governance. The research investigates the mediating role of e-trust and the moderating effect of system anxiety, providing valuable insights into the drivers of citizens’ loyalty.

The Impact of E-Service Quality on E-Loyalty Through Customer Satisfaction of Private Bank Mobile Banking Users in Indonesia

The Impact of E-Service Quality on E-Loyalty Through Customer Satisfaction of Private Bank Mobile Banking Users in Indonesia

The impact of e-service quality on public trust and public satisfaction in e-government public services

Responsive, timely, and friendly service quality plays a central role in shaping trust between the government and citizens. With the improvement of service quality, the public feels valued and heard, reinforcing the mutual trust relationship between the government and citizens. In this regard, technology-enabled service processes can streamline time and cost, while automation reduces the risk of human errors. Through web platforms or applications, the government can provide easier access for citizens to various services without the need to physically visit government offices. Good and quality public services are not only aimed at meeting the practical needs of the public but also play a role in shaping the mutual trust relationship between the government and citizens. Therefore, the concept of e-service quality, which encompasses the quality of services provided through electronic platforms, becomes crucial. The objective of this research is to explore the extent to which e-service quality can influence the level of public satisfaction. The research method employs a quantitative approach using primary data sources, where random sampling is applied as the sampling technique. The research respondents are citizens using digital public service platforms organized by the local government of Jakarta. The sample size used in this study is 262. The variables tested in this research involve e-service quality, public trust, and public satisfaction. In analyzing the data, this research utilizes SmartPLS 4 software. The analysis results show that e-service quality has a significant influence on the formation of public trust. Furthermore, findings indicate that e-service quality also significantly affects public satisfaction. However, the analysis results do not support the idea that public trust mediates the relationship between e-service quality and public satisfaction. This signifies that while public trust directly contributes to public satisfaction with public services, other unmeasured factors also play a role in shaping public perceptions and satisfaction.

Measuring customer satisfaction in electronic commerce: the impact of e-service quality and user experience

PurposeThe purpose of this study is to explore the interplay between electronic service quality, user experience (UX) and overall customer satisfaction. Additionally, it aims to assess the suitability of E-S-QUAL and UX metrics within the cultural context of Greece.Design/methodology/approachData were collected from 310 Internet users based on their last online purchase from an e-retail website. To evaluate the conceptual model, the authors used partial least squares structural equation modeling (PLS-SEM).FindingsThe findings of this study validate the scales' reliability and validity in the realm of electronic commerce (e-commerce) in Greece. The findings also emphasize the favorable association between e-service quality and UX with overall satisfaction, while indicating that e-service quality plays a partial mediating role in the relationship between UX and customer satisfaction.Originality/valueThe authors' study enhances the existing theory by introducing a new multi-dimensional conceptual framework that illuminates the relative importance of the dimensions within the scales. Additionally, it offers valuable insights into the impacts of e-service quality and UX on overall satisfaction, providing managers and practitioners with a tool to evaluate the quality of their electronic services and make necessary adjustments to meet the needs of their customers.

Impact of E-service Quality on Customer Satisfaction: An Empirical Assessment

Ensuring a service quality is a top concern for all e-commerce platforms since it is vital in ensuring customer pleasure, which is the ultimate goal of all e-commerce operations. This study aims to investigate the influence of e-service quality on customer satisfaction in an online buying environment using its seven aspects. A well-structured questionnaire was created to elicit respondents' opinions on the quality of e-services and their degree of satisfaction. Data from 610 respondents revealed that the quality of e-services has a favorable and significant influence on customer satisfaction. According to the survey, contact and privacy influence customer satisfaction the most, followed by system availability and efficiency. According to the report, e-retailers should focus on crucial e-service quality characteristics to guarantee that their offerings fit client wants and preferences. The study also recommended improvement areas to increase consumer happiness and assure long-term success.

Impact of e-service quality on e-loyalty of online banking customers in Pakistan during the Covid-19 pandemic: mediating role of e-satisfaction

This study explores the mediating role of e-satisfaction during the pandemic on the relationship between e-service quality and e-loyalty of banking customers in Pakistan. The data were collected from 442 customers of online banking services in Pakistan during the Covid-19 pandemic, following a survey-based study. Baron and Kenny (J Personal Soc Psychol, 51(6):1173, 1986) and Preacher and Hayes (Behav Res Methods, 40(3):879-891, 2008) mediation technique which utilizes the bootstrapping method has been used to explore mediation. The findings show that e-service quality has a significant positive effect on the e-loyalty of the customers of online banking services. Relationships between e-service quality and e-loyalty of online banking customers in Pakistan are significantly and fully mediated by their online satisfaction in unusual situations. This study would help the bankers to implement more effective marketing strategies to retain their customers and attract potential customers, particularly during non-normal situations like the Covid-19 pandemic. It will help them identify the areas of e-services that need improvement to enhance the satisfaction and loyalty of the customers. The bootstrap method for mediation along with Baron and Kenny (J Personal Soc Psychol, 51(6):1173, 1986) leads to using a more sophisticated methodological technique to explore the mediation. The Oliver Expectancy-Disconfirmation Paradigm (EDP) in electronic banking setup during non-normal situations like the Covid-19 pandemic also served as a unique contribution to this study. Application of Baron and Kenny (J Personal Soc Psychol, 51(6):1173, 1986) mediation along with Preacher and Hayes (Behav Res Methods, 40(3):879-891, 2008) leads to more robust findings for the study in non-normal situations like the Covid-19 pandemic. The study findings add scientific value as they are applicable to the banking sector in particular in non-normal situations like the Covid-19 pandemic and the overall service sector in general. Further, as two different methods of mediation have been employed and this makes the study more rigorous and scientific.

Customer Satisfaction and Trust Have a Mediating Role Between the Impact of E-Service Quality and Reciprocity on Repurchase Intention (Study On Fore Coffee Customers in Denpasar City)

People's shopping habits have evolved away from more conventional retail patterns and toward those that are based on technology found on the internet as a direct result of the proliferation of internet-based technologies. The increasing prevalence of internet technology is both an opportunity and a difficulty for business owners who have goals of growing their client base and boosting the number of repeat transactions made by existing customers. This study was carried out with the purpose of determining the role that trust plays in mediating the impact that reciprocity has on repurchase intention, as well as the role that customer satisfaction plays in mediating the effect that the quality of the e-service has on repurchase intention. The patrons of Fore Coffee in Denpasar, Bali, were the primary subjects of this inquiry. The method of sampling that was used was known as intentional sampling, and the number of respondents in the sample was 120. As the research instrument, this inquiry makes use of a Google form that is communicated to respondents in a direct manner. Throughout the study, SEM PLS will be applied. According to the results of the research, 1) the quality of the e-service has no bearing on the likelihood of future purchases. 2) There is a significant favorable impact that reciprocity has on the intention to repurchase. 3) The efficiency and quality of e-services have a significant and beneficial impact on the level of satisfaction experienced by customers. 4) The practice of reciprocity has been shown to have a large and favorable effect on trust. 5) The degree to which a customer is satisfied has a favorable and significant bearing on the chance that they will plan to make a subsequent purchase. 6) The presence of trust has a significant and favorable impact on the decision to repurchase an asset. 7) The happiness of the customer can help to reduce the influence that the quality of the e-service has on the intention to repurchase. 8) Trust may act as a go-between when there is an intention to repurchase something and there is an expectation of reciprocity. According to the findings of the study, it is considered that Fore Coffee may build a successful marketing strategy by boosting customer satisfaction with their usage of mobile apps to commence repurchase intention activities. This could be accomplished by expanding Fore Coffee's repurchase intention activities on mobile devices.

The Impact of E-Service Quality on Institutional Excellence Within abu Dhabi Municipality in UAE

Purpose: The study aims to empirically examine the influence of different organisational practices on institutional excellence in municipality of Abu Dhabi. E-service quality is examined as mediator and quality of polices is examined as a moderator. Theoretical Framework: Activity theory support the assumption that the excellence is a result of the integrated system that encompass the people through their activities and interaction. The proposed conceptual framework includes three dependent variables; employee motivation, internal knowledge sharing, and collaborative e-culture. The three variables hypothesised to influence E-service quality as a mediator and institutional excellence as the dependent variable. Besides, quality of polices is hypothesized to moderate the relationship between the mediator and the dependent variable. Design/Methodology/Approach: The quantitative research methodology was considered from the positivist philosophical perspective. With the help of the survey questionnaire, data was collected from 335 employees in Abu Dhabi municipality who represent the population of 2500. The data analysis used the PLS-SEM techniques by using the software package SmartPLS ver. 3.0, Findings: The results show that employee motivation, internal knowledge sharing, and collaborative culture are significant antecedents of e-service quality even though e-service quality fails to significantly predict institutional excellence. Also, company quality policy enforcement does not moderate the effect of e-service quality on excellence. Research Practical and Social Implications: The results are useful for the decision makers in Abu Dhabi municipal and other organisations in the UAE because it shows that the proposed practices have essential impact on the organisational excellence. Originality/Value: The study is the first study to be conducted in Abu Dhabi municipality. Besides, the examination of E-services quality as a mediator towards institutional excellence is unique add on to the academic knowledge.

Impact of E-service quality on E-loyalty with the moderating effect of E-satisfaction of youngsters using E-commerce platforms, an empirical evidence from Shopee in Vietnam

This study measures the influence of e-service quality on e-satisfaction, thereby affecting the e-loyalty of young people when shopping online on Shopee Vietnam. The purpose of this study is to provide knowledge to better understand the most important aspects of e-service quality that affect youth satisfaction, thereby affecting loyalty. This study uses qualitative research method combined with quantitative research method. The study conducted a survey on 250 users of Shopee e-commerce site. The results show that e-service quality has a significant impact on e-satisfaction in using the Shopee e-commerce platform, and satisfaction has an impact on loyalty. In which, the factor that has the greatest impact on e-satisfaction is Fulfillment.

The impact of e-service quality and e-satisfaction on users’ loyalty to TikTok in Russia and China

ABSTRACT The modern academic world can hardly boast of substantial research on how people become loyal to businesses thanks to TikTok. The current research seeks to add some knowledge to the field by exploring the impact that TikTok services’ quality and satisfaction from using it have on Russian and Chinese users’ loyalty to opinion leaders in this social network. The analysis of research data collected from the survey of 400 TikTok users was done by means of the partial least squares structural equation modeling method. This allowed obtaining results that confirmed that e-service quality significantly and positively affects users’ e-satisfaction and loyalty to opinion leaders. E-satisfaction was found to affect loyalty and mediate the relationship between loyalty and e-service quality significantly and positively. This study provides a number of practical recommendations for brands and businesses interested in promoting their products or services through TikTok.

The Impact of E-Service Quality and Brand Trust on Repurchase Intention with Customer Satisfaction as Intervening for Telemedicine Application Users

As an intervention for Halodoc application users, this study aims to determine the impact of telemedicine application product e-service quality and brand trust on customer satisfaction repurchase intent. We surveyed 245 users of Halodoc applications who performed transactions using Halodoc applications at least once in the past year. The data analysis method used SPSS version 23 and the SEM analysis used LISREL 8.8 to process and analyze the survey data. Hypothesis test results show that quality of e-service has a positive and significant impact on repurchase intention, brand trust has a positive and significant impact on repurchase intention, and quality of e-service has a positive impact on customer satisfaction. It shows that it has a significant impact. Trust has a significant positive impact on customer satisfaction, and customer satisfaction has a significant positive impact on repurchase intention. In addition, the results of this study show a positive and significant indirect relationship between quality of e-service and brand confidence in repurchase intent mediated by customer satisfaction and repurchase intent mediated by customer satisfaction.

Impact of E-service quality on E-customer loyalty: The Role of E-customer satisfaction as Mediator

Purpose – This paper seeks to examine the mediator effect of e-customer satisfaction on the relationship between e-service quality and e-customer loyalty. Methodology/approach – The population in this study was all OVO e-money customers in Padang city. The sampling technique used a non-probability approach, namely the purposive sampling. In the data analysis, 151 samples were used as a sample size. In order to test hypotheses, the software of SEM-PLS was performed. Findings – It was found that e-service quality has positive effect on e-customer satisfaction and e-customer loyalty. The variable of e-customer satisfaction is also found to have positive effect on e-customer loyalty. Furthermore, the e-customer satisfaction is proven to mediate the relationship between e-service quality and e-customer loyalty. Novelty/value – e-customer loyalty has been an important factor in the e-marketing. However, the determinants of e-customer loyalty are still far from conclusive.

Impact of E-service quality on customer satisfaction: a study of internet banking for general and maritime services in Nigeria

Impact of E-service quality on customer satisfaction: a study of internet banking for general and maritime services in Nigeria

Impact of E-service Quality on Customer Adoption of Virtual Banking Services in Sri Lanka

The Sri Lanka Journal of Management (SLJMS) is an international, peer-reviewed journal which is published by the Faculty of Management Studies, The Open University of Sri Lanka with high quality, and original research contributions to management knowledge.

Impact of E-Service Quality, Brand Awareness, Advertising and Brand Image for Repurchase Intention on the Specialty Store

This study aims to examine the effect of e-service quality, brand awareness, advertising in influencing the brand image of the specialty store on the behavior of consumers' decisions to repurchase specialty store products.The sample of this study was taken from the consumer population in the Greater Jakarta area. This study uses a questionnaire to measure the effect of the relationship between independent variables (e-service quality, brand awareness, advertising), mediating variable (brand image) on the dependent variable (repurchase intention). The research results were analyzed using Partial Least Square (PLS) tools.Based on the results of the study, it was found that e-service quality and brand awareness had a significant effect on brand image, while advertising did not have a significant effect on brand image. For the brand image itself has a significant influence on repurchase intention. The results show that the level of e-service quality and brand awareness plays an important role in improving the brand image in specialty stores. Therefore, to increase the achievement of sales targets, a specialty store needs to improve its brand image because it has an impact on consumer repurchase decision behavior.In this study, the variable e-service quality is used which is a digital-based service through the internet network where previous studies have tested service quality on brand image, but have not focused on digital-based services.

호텔 모바일 웹사이트의 e-서비스품질이 브랜드이미지, 고객만족 및 이용의도에 미치는 영향

In this work, we derive the components of e-service quality of hotel mobile websites through a prior study to establish the concept of variables and provide a rationale. The components of e-service quality are service quality, information quality, and system quality. The empirical study consisted of two things. First, the impact of e-service quality, which customers consider important, on Customer satisfaction and visit intention was demonstrated and presented with implications. Second, through the analysis of the regulation effects of the brand image, we tried to derive differentiable implications that enhance customer satisfaction and visit intention. The data were collected from 201 consumers who visited the hotels in Seoul. Exploratory and confirmatory factor analysis and Regression Analysis with SPSS were used to analyse this data. Service quality, information quality, and system quality have been shown to affect customer satisfaction and brand image. In the case of visit intentions, there is an impact on service quality and information quality.