E-service Quality Research Articles

Assessing the Impact of Open Banking Initiatives on E-Service Quality in Saudi Arabia: A Quantitative Study

This study investigates the impact of open banking initiatives on e-service quality in Saudi Arabian banks. Using a quantitative approach, we surveyed 513 bank customers to assess changes in perceived e-service quality following the implementation of open banking. The study employs an extended E-S-QUAL model, incorporating dimensions specific to open banking. Results indicate that open banking initiatives significantly enhance e-service quality, particularly in the areas of efficiency, system availability, and innovation. However, challenges remain in privacy and security perceptions. This research contributes to the understanding of technology-driven banking innovations in emerging markets and provides practical implications for banks and regulators in Saudi Arabia and similar contexts. Keywords: open banking, e-service quality, Saudi Arabia, financial technology, E-S-QUAL

Introduction to the APPQUAL scale for measuring perceived e-service quality of stock trading applications

PurposeDespite a significant rise in the adoption of online stock trading applications, the research on measuring and enhancing the service experience of customers is scarce. This paper aims to put forth a credible service performance measurement tool, APPQUAL, customized for stock trading applications.Design/methodology/approachThe paper is based on a multi-method research using qualitative and quantitative research. Further, structural equation modeling is used to establish constructs for measuring service performance.FindingsAPPQUAL is conceived and built to measure the service performance of stock trading applications. The APPQUAL measures service performance based on five unique dimensions – Safety Accuracy, Performance, Support and Usability associated with the perceived e-service quality of stock trading applications.Research limitations/implicationsThis study extends measurement scales for service quality measurement for a relatively new service of online stock trading applications. The scales are adapted as well as built with the help of an iterative process. The methodology is in line with the previous academic research, and the new scales developed can lead to further extensions to scale for different services.Practical implicationsThe APPQUAL tool developed as part of this study can be applied to assess service performance and perceived service quality of stock trading applications, which have leap frogged in terms of adoption but have also been met with criticism on poor customer experience. This study shall add to the body of knowledge of stock trading platforms to enhance service experience by targeting the right factors and underlying items. The efficacy and application of the tool have been demonstrated in this paper by applying it to Zerodha and Upstox, the two of the biggest online stock trading applications in India.Originality/valueThere is no research or tool available currently which focuses on the service quality of the new-age platform application of stock trading apps. This is especially glaring due to the large-scale adoption of these applications by Indian customers.

The Effect of E-Service Quality on Brand Love: E-Satisfaction as a Mediator

Love for higher education institutions is a crucial aspect in strengthening the sustainability and existence of higher education institutions in the future. This research aims to examine the influence of e-service quality on e-satisfaction and brand love in the context of higher education. The novelty of this study lies in the development of a conceptual model that links e-service quality, e-satisfaction, and brand love, specifically adapted for the context of higher education services. The study population consists of students in Yogyakarta, with a sample of 500 respondents selected using the purposive sampling method. Data collection was conducted through a closed-ended questionnaire distributed online. The data obtained were analyzed using the WarpPLS approach. The research findings indicate that e-service quality significantly influences e-satisfaction. However, the direct effect of e-service quality on brand love is not significant. On the other hand, e-satisfaction has a significant influence on brand love. Additionally, the study finds that e-service quality indirectly affects brand love through the mediation of e-satisfaction. These findings provide theoretical and practical implications for higher education managers, particularly in improving the quality of electronic services to foster a stronger emotional connection between students and institutions. This contributes to the development of more effective service strategies to cultivate students’ loyalty and affection toward higher education institutions.

Leveraging Digital Twin Technology to Gain E-Service Quality for EdTech in India

This study explores the influence of key factors on E-Service Quality in educational systems, with a focus on Digital Twin Technology. Using regression analysis, it identifies that Staff Training, Financial Investment in Technology, and Stakeholder Involvement significantly enhance E-Service Quality. However, the Degree of Digital Twin Adoption and Digital Twin Features show no significant impact. These results highlight that the mere adoption of Digital Twin Technology or its features is insufficient for improving service quality. Instead, the effective implementation and integration of the technology are crucial. The study suggests that educational institutions should prioritize staff training, increase investments in technology, and engage stakeholders in decision-making. By addressing these areas, organizations can enhance their e-service offerings, leading to better service delivery, higher patron satisfaction, and improved overall performance. The findings emphasize the importance of a comprehensive and practical approach to leveraging Digital Twin Technology in education systems.

Assessing the Impact of Credibility and Security on Customers E-Trust in the Context of Indian Banks

E-banking requires a high level of trust because it involves disclosure of vital and confidential information which customers are often reluctant to share because of the risks involved. With the growth of technology, there has been an increase in cyber threats. While transacting online customers fear the security of their personal information to safeguard against financial losses and unwanted disturbance. Thus, customers’ perceived security and credibility have a critical role in influencing their trust in E-banking. Whereas the identified literature has not paid much attention to studying the impact of identified E-service quality dimensions (credibility and security) on E-trust, particularly in the developing nations context. Therefore, to fill the existing gap, the study seeks to measure the impact of credibility and security dimensions of E-service quality on customers’ E-trust in the context of Indian banks. The sample for the study is taken from customers of public and private sector banks of Delhi/NCR. A total of 420 complete and suitable responses were received for final analysis. During data collection, it was ensured that the respondent is over the age of 18, has an active bank account, and has been using banking E-services for at least six months. Data for the study is analyzed using FEA, CFA, and SEM via using SPSS 24 and AMOS 21 software. The findings of the study reveal that both the credibility and security dimensions of E-service quality have a strong impact in influencing customer trust in E-banking. Banks’ focus on enhancing credibility and security measures creates value in customers’ eyes that as a result enhances their faith in the service provider.

The Role of E-Service Quality and Brand Image on Purchase Intention of Smartphone Products

The Role of E-Service Quality and Brand Image on Purchase Intention of Smartphone Products

Exploring the Nexus Between E-Banking, E-Service Quality, and Satisfaction

Exploring the Nexus Between E-Banking, E-Service Quality, and Satisfaction

The Emergence of Service Robots at Selected Quick Service Restaurants: Impact on Customer Experience and Satisfaction

This study investigates the impact of e-service quality, such as reliability, responsiveness, assurance, perceived risk, enjoyment, and speed of service, on customer experience and satisfaction at selected quick-service restaurants that use service robots. Respondents of the study were 181 patrons/diners at selected quick-service food establishments using automation and robots in their operations. Spearman rho, weighted mean, and frequency and percentage data analysis were employed. The study's findings revealed that customers find the usage of service robots and automation reliable, with a 4.56 mean score and the speed of service (4.45) as the two highest E-SERVQUAL dimensions. The study reveals that the six ESERVQUAL dimensions strongly correlate with customer experience and satisfaction. The same conclusion was revealed regarding a strong positive relationship between customer experience and satisfaction. Thus, the association has a unidirectional relationship. Customers reported higher satisfaction levels when services were prompt, responsive, accurate, and risk-free, and the overall experience was enjoyable. The study adds to the theoretical enrichment of the literature about the impact of e-service quality on customer experience and satisfaction in the context of restaurants in the Philippines. Future research directions may use AI and service robots in people management strategies in the hospitality sector.

Evaluating the Impact of E-Service Quality Attributes on Customer Satisfaction and Purchase Intentions for Electronic Gadgets and Home Appliances, India

Evaluating the Impact of E-Service Quality Attributes on Customer Satisfaction and Purchase Intentions for Electronic Gadgets and Home Appliances, India

Does Negative Publicity Change Tourists’ Advocacy Intention on Online Hotel Websites? Searching for Answers from an Online Travel Agency Study

Travel virtual communities have reshaped trip planning and experience-sharing amid COVID-19. Postpandemic, information technology in tourism must adjust to changes in traveler behavior, including online booking trends and risk perceptions. Based on the online platform Trivago, the research objectives of this study seek to explore the relationships among electronic service quality, perceived severity of negative publicity, perceived risk, and consumers’ advocacy intention to embrace after the impact of Trivago’s negative publicity. Further, this study aims to explore the moderating effects of electronic service quality and mediating effects of perceived risk. This research collected a total of 468 valid responses and verified the hypothesis by regression analysis and Sobel test. The research results are summarized as follows: the perceived severity of negative publicity negatively affects advocacy intention and positively affects perceived risk, which also negatively affects advocacy intention. These effects are all moderated by e-service quality, which negatively affects perceived risk; perceived risk is the mediator between perceived severity of negative publicity and advocacy intention. The results enrich literature on online hotel websites, offering valuable insights into how managers can effectively use online travel agencies to enhance their online presence and increase revenue. Funding: This study was supported by a grant from the National Science and Technology Council, Taiwan [Grant 111-2410-H-227-009].

The Influence of E-Service Quality, Brand Image, Price Competitiveness, Product Quality, and Subscription Plan on Repurchase Intention (Case Study of Generation Y and Z Mobile Operator Users)

The Influence of E-Service Quality, Brand Image, Price Competitiveness, Product Quality, and Subscription Plan on Repurchase Intention (Case Study of Generation Y and Z Mobile Operator Users)

Analysis Of XXX Service Quality Using The E-Service Quality And Importance Performance Analysis

The trend of digital banking is growing with easy access through mobile banking such as XXX marked by performance that increases every year and is included in the most frequently used mobile banking. However, some users complain about XXX application problems related to the services provided, namely not being able to log in easily, requests cannot be processed, the application is very slow, and other problems. To solve this problem, XXX needs to improve the performance of the services provided. This study aims to determine the current service quality of XXX as well as the gap between customer perceptions and expectations and find out the attributes that are prioritized to improve service quality. The research method used is E-Service Quality with 6 variables, namely site organization, reliability, responsiveness, user friendliness, personal needs, and efficiency followed by the Importance Performance Analysis method through a quantitative approach. From the research results, it is found that the quality of XXX service provided is not yet qualified based on the level of conformity with an average value of 98% and the level of gap with an average value of -0.08 which explains that the current service quality is not in accordance with the quality expected by users. Then, the factors that need to be prioritized are statement items in quadrant concentrate here, namely Pages in the XXX app do not stop working suddenly, XXX app can be used immediately and runs smoothly, I can complete transactions quickly in the XXX app, XXX app provides services exactly at the time specified, and XXX app is easy to use.

The Financial Implications of E-Payment, E-Commerce, and E-Service Quality on Revenue Growth

The rapid growth of financial technology (fintech) has transformed various sectors, including micro, small, and medium enterprises (MSMEs) in the culinary industry, particularly in the campus area of Jember City. This study explores whether fintech adoption—through e-payment, e-commerce, and e-service quality—impacts the income levels of culinary MSMEs. Using a quantitative descriptive approach and non-probability sampling, the research surveyed 80 culinary MSMEs in the region. The findings reveal that not all aspects of fintech yield the same results. While the adoption of e-payment showed no significant effect on income, as indicated by t-statistics (-1.920 < 1.66515), both e-commerce and e-service quality demonstrated a significant positive impact, with t-statistics of 7.205 and 9.620, respectively (both > 1.66515). These results underscore the importance of focusing on e-commerce strategies and improving service quality as key drivers for enhancing the financial performance of MSMEs in the culinary sector.

Assessing the Impact of E-Commerce of a Footwear Vendor in Malaysia Through a Structural Equation Modeling Approach

Businesses are leveraging digital technology through e-commerce platforms as a strategy to continue operating following the movement control order (MCO). Online shopping, a subset of e-commerce platforms, allows consumers to browse, select, and purchase products using digital interfaces. Unfortunately, there is a lack of understanding of how this platform can impact customer behavior. Therefore, this study aims to develop new knowledge of customer behavior and assess the relationship between consumer behavior and e-service quality in online shopping to better understand the e-service quality provided by the vendor in Malaysia. A novel model of e-service quality and consumer behavior has been developed and investigated. Survey questionnaires were distributed and tested using structural equation modeling (SEM) to 200 customers who had experienced online shopping during COVID-19. The finding revealed that website design, security/privacy, and fulfillment are statistically correlated with e-service quality. However, customer service is not significantly correlated with e-service quality. Meanwhile, the quality of e-services is statistically significantly related to customer behavior. This study shows that e-service quality can provide good customer behavior post-COVID-19. Online shopping is therefore predicted to boost the economy of the country, but consumers also want high-quality e-services to continue. Retailers can improve their storefronts, engage customers, and promote responsible consumption.

The Mediating Roles of Customer Trust and Satisfaction in E-Service Quality and the Repurchase Intention Relationship

The rapid growth of information technology and the internet has changed how the company runs its business. In an increasingly competitive business environment, gaining and increasing market share is a priority for companies in the E-Commerce industry. The study aims to determine the impact of E-Service Quality on Repurchase Intention, mediated by Customer Trust and Customer Satisfaction on E-Commerce users. The data is processed using a quantitative approach using the SEM-PLS method. The validity and reliability tests are first performed to determine the validity of the data, followed by the analysis of Structural Equation Modelling to determine the direct and indirect effect between research variables. Research results show that E-Service Quality significantly affects Customer Trust and Customer Satisfaction. In addition, Customer Trust and Customer Satisfaction significantly affect Repurchase Intention. Furthermore, E-Service Quality does not directly have a significant effect on Repurchase Intention. However, E-Service Quality indirectly affects Repurchase Intention through Customer Trust and Customer Satisfaction. Based on the research results, E-Commerce users make online repurchases not only based on the quality of the service received but also on the consumer's trust and satisfaction generated by the product or brand offered, which can significantly increase consumer repurchasing.

Analysis of User Satisfaction in Banten with Shopeepay Mobile Payment Based on E-Service Quality

The rapid development of technology has led to innovations in various areas, including mobile payments. Mobile payments are one of the innovations in financial technology designed to facilitate online transactions. In Indonesia, there are numerous mobile payment service providers, making competition increasingly fierce. One of the popular e-wallets in Indonesia is ShopeePay, a service created by Shopee. This study aims to analyze the importance and performance levels of various electronic service quality factors and assess user satisfaction with ShopeePay. This research is a survey-based study with a sample of 100 respondents. The analysis was conducted using Importance Performance Analysis (IPA) and Customer Satisfaction Index (CSI) to measure the importance and performance of each ShopeePay service quality factor and the satisfaction of its users. The results show that out of 24 ShopeePay service quality factors, 13 were considered important by respondents. The average importance rating was 4.07, while the average performance rating was 3.94. This results in a harmony between importance and performance of 97%. The Customer Satisfaction Index (CSI) for ShopeePay services in the Banten area was 78.77%, placing it in the "satisfying" category. This study has several limitations, including its focus on the Banten area, a limited and homogeneous respondent group, potential bias from online surveys, and not accounting for external factors or long-term changes in user perceptions of ShopeePay.

Penggunaan Chatbot dan E-Service Quality Terhadap Kepuasan dan Loyalitas Konsumen pada UMKM Digital di Kabupaten Pasuruan

This study aims to identify the effect of using chatbots and e-service quality on consumer satisfaction and loyalty in Digital MSME in Pasuruan Regency, This type of research is explanatory research with a quantitative approach. the data collection technique used is a questionnaire distributed offline. The sample used in the study was 116 respondents with a purposive sampling method, and the analysis results used a variant-based structural equation model Partial Least Square (PLS). Based on the results of this study, it can be seen that the use of chatbots has a positive and significant effect on satisfaction, the use of chatbots has a positive and significant effect on consumer loyalty, e-service quality has a positive and significant effect on satisfaction, e-service quality has a positive and significant effect on consumer loyalty, satisfaction has a positive and significant effect on consumer loyalty.

Optimization of E-Service Quality and Market Orientation on Customer Satisfaction of Fashion Products in E-Commerce

This study aims to explore the optimization of e-service quality and market orientation in fashion products within e-commerce, focusing on their impact on customer satisfaction. The research contributes to understanding the interplay between these variables in enhancing consumer experiences, particularly in the competitive digital marketplace. A quantitative approach was adopted, involving the distribution of structured questionnaires to 100 respondents, all students of the Faculty of Economics and Business, Trunojoyo University. The independent variables, e-service quality (X1) and market orientation (X2), were analyzed against the dependent variable, customer satisfaction (Y), using linear regression. Findings reveal that both e-service quality and market orientation significantly and positively influence customer satisfaction. Improved e-service quality fosters trust and loyalty by addressing consumer expectations, while market orientation ensures businesses remain attuned to customer needs and market trends. Together, these factors account for 65.9% of variations in customer satisfaction, underscoring their critical role in the success of e-commerce strategies. The study highlights the need for ongoing innovation in service quality and a customer-centric approach in market orientation to maintain a competitive edge. Future research could expand on this work by exploring additional variables or focusing on different e-commerce sectors. These insights provide valuable implications for businesses seeking to enhance customer satisfaction and sustain growth in the rapidly evolving e-commerce landscape.

The Influence of E-Service Quality and Brand Ambassador on Consumer Trust and Purchase Intention: A Case Study of Somethinc Products on Shopee

The Influence of E-Service Quality and Brand Ambassador on Consumer Trust and Purchase Intention: A Case Study of Somethinc Products on Shopee

Evaluating the Impact of E-Service Quality Attributes on Customer Satisfaction and Purchase Intentions for Electronic Gadgets and Home Appliances, India

The objective of the study is to analyse the impact of e-service quality attributes on customer satisfaction and on purchase intention and purchase frequency of electronic gadgets and home appliances in Bangalore, India using the service quality (SERVQUAL) model. The e-service quality attributes chosen for the study are empathy, information, security, reliability, user interface, responsiveness, fulfillment, and personalization. This paper extends existing research by quantifying the impact of chosen attributes of e-service quality on customer satisfaction and purchase intentions, and on purchase frequency. 120 responses were collected for the analysis through an online questionnaire using convenience sampling. A diverse mix of respondents who are proficient in digital platform navigation and online purchases were chosen for the study. SPSS and R studio was applied to analyze the data. The techniques used for the study to test the hypothesis and to understand the relationship between the e-service quality attributes on customer satisfaction and purchase intention are descriptive statistics, chi-square, correlation, logistic regression, decision tree, SEM, and k-fold cross-validation. The results indicate that personalization, and fulfillment have a significant impact on customer purchase intention, the attributes fulfillment and information are key attributes for purchase frequency. From SEM analysis it is evident that all the chosen e-service quality attributes have a positive impact on customer satisfaction and it is significant, which in turn enhances purchase intention and purchase frequency. From decision tree analysis it is evident that customers aged 20-40 prefer buying products after verifying seller information on shopping websites. The results of the study provide valuable insights into the e-commerce sector to make better policies and strategies to enhance customer satisfaction and purchase intention.