Electronic Service Quality Research Articles

Pengaruh Kualitas Layanan Elektronik, Kualitas Makanan, Persepsi Manfaat Dan Kemudahan Terhadap Kepuasan Konsumen Dan Niat Pembelian Ulang Pada Pizza Hut Delivery Di Surabaya

Background – How to satisfy and attract customer intention is very crucial for supporting business performance. Now days, not only the quality of foods and product benefits but also the technology online supporting are very important. Pizza Hut one of a big restaurant have implemented online applications for improve it’s services. So, it’s very important to examine the impact of their online service attributes on Consumer Satisfaction and Repurchase Intentions.
 Aim – This study aims to examine the effect of Electronic Service Quality, Food Quality, Perceived Benefits, Perceived of Easiness on Customer Satisfaction and Intention to Repurchase Pizza Hut product in Surabaya.
 Design / Methodology / Approach –Type of this research is quantitative with survey method by distributed questionnaires. 150 respondents involved in this research which selected by purposive sampling with criteria such as consumer often buy product by using online services and lives in Surabaya. Structural Equation Modelling Smart-PLS program was used for analyzing data.
 Findings – Electronic Service Quality, Food Quality, Perceived Benefits and Perceived Ease of Use effect significantly toward Customer Satisfaction. Electronic Service Quality and Customer Satisfaction effect significantly on Repurchase Intention. Food Quality, Perceived Benefits and Perceived Ease to Use have no significant effect on Repurchase Intention. 
 Conclusion - 9 hypotheses were proposed to see the relationship between variables 3 of which were rejected, namely Food Quality, Perceived Benefits, Perceived Convenience had no significant effect on Repurchase Intentions
 Research implication – Customer satisfaction is paramount and it can be driven through keeping Electronic Service Quality, Food Quality, Perceived Benefits and Perceived Ease of Use
 Limitations – this research was not analyzed further this effect of attributes of online application implementation the consumers based on digital literacy

Interaction of Customer Satisfaction and Retention of Digital Services: PLS Evidence From Indonesian Sharia Banking

The Indonesian Islamic banking sector has been transformed by integrating technology in banking services to satisfy customers for retention and market share post-COVID-19. This study investigates the impact of Islamic banking digital service quality in post-COVID-19 Indonesia on customer satisfaction and retention. This study applies the construction of an electronic service quality model (E-S-Qual) and a banking service quality model (BSQ) focusing on digital services in Islamic Commercial Banks in Indonesia after the COVID-19 Pandemic. This study uses an explanatory method by collecting survey data from customers of Islamic banks in Indonesia. PLS-SEM analysis tool with SmartPLS tool version 4 to search for hypothetical evidence. This study found the effect of ease of use, efficiency, interoperability, privacy security, responsiveness, reliability, service cost, and service portfolio on ISBC Customer Satisfaction. In addition, among the significance of ISBC Customer Satisfaction on customer retention intention, there is a mediating effect of Islamic financial literacy. Islamic banks need to maintain a digital service system to meet customers' financial needs through quality control of system infrastructure and continuous network maintenance. In addition, the demand for strategies to strengthen new digital services through adding features and promoting the advantages of digital financial services is needed to gain market share in the Indonesian financial market.

Functionality and usability features of ubiquitous mobile technologies: the acceptance of interactive travel apps

研究目的客户越来越多地使用移动应用程序 (apps) 来比较旅行和酒店服务的价格, 并购买他们的行程、旅游和住宿。 本研究探讨了影响个人对旅行应用程序有用性看法的关键因素, 并阐明了预测个人使用这些应用程序的倾向的因果路径。研究设计/方法/途径本研究从 1,320 名流行社交媒体团体的成员作为研究参与者收集了定量数据。 通过基于复合材料的偏最小二乘法 (PLS) 方法对它们进行了分析。研究发现结果证实, 信息质量、来源可信度和旅游应用程序的功能显着影响个人对其有用性的看法以及他们未来继续使用它们的意图。 它们还表明, 信息技术采用模型 (ITAM) 中存在非常显着的间接影响。实际意义这项研究表明, 旅游服务提供商可以提高其移动应用程序的质量和功能, 以提高消费者对这些无处不在的技术的实用价值的看法。理论意义本研究将来自信息采用模型 (IAM) 的信息质量和来源可信度因素与从电子服务质量 (eSERVQUAL) 中提取的功能结构相结合。 本研究检查了它们对技术接受模型 (TAM) 的感知有用性和行为意图的影响。研究原创性这一贡献提高了人们对在 IAM 和/或 TAM“可用性”因素之外加入功能结构的重要性的认识, 以更好地了解个人利用在线内容和/或采用交互式创新的倾向。 在这种情况下, 这意味着旅游应用程序的某些功能特性（包括响应能力和技术能力）可以触发用户习惯性地增加对这些移动技术的参与。

Effect of E-Service Quality on E-Repurchase Intention in Indonesia Online Shopping: E-Satisfaction and E-Trust as Mediation Variables

The purpose of this study is to develop new knowledge in understanding the effect of electronic service quality on customer satisfaction, customer trust and customer purchase intention and to understand the mediating role of customer satisfaction and customer trust in the relationship between service quality and purchase intention in online shopping in Indonesia. The result is expected to be a better strategy in developing service quality electronically which has an impact on customer behavior. This study uses a sample of 264 online consumers in Indonesia. Analysis data using SmartPLS 4 software shows that the quality of e-service has a positive and significant effect on e-satisfaction, e-trust and e-repurchase intention. E-satisfaction and e-trust are also able to mediate the relationship between e-service quality and e-repurchase intention. In addition, the study also found that e-satisfaction has a significant and positive effect on e-trust. Overall the quality of electronic services is statistically significant and positive relationship with customer behavior. Future research is expected to be able to consider various product segments and other types of industries to ensure that the measurement works well.

Pengaruh E-Service Quality Terhadap Self-Efficacy (Studi Kasus Pengguna Mandiri Online Di Jember, Situbondo, Probolinggo, Bondowoso, Lumajang Dan Banyuwangi)

In keeping the business alive in the midst of intense competition, companies need to pay special attention to service quality. Especially in the era of technology, companies are required to be able to adapt and provide services electronically or electronic service quality. E-service Quality is a measuring tool to determine the level of customer satisfaction with a network-based service such as online shopping or product/service delivery. Banking is also affected by the development of information technology, including one of the largest banks in Indonesia, namely Bank Mandiri. Efforts made by Bank Mandiri to innovate in the field of technology are by creating Mandiri Online in 2017. Self-efficacy is a person's ability to complete a lever. The purpose of this study is to find out how the influence of e-service quality on self-efficacy in the use of Mandiri Online in the cities of Jember, Situbondo, Probolinggo, Bondowoso, Lumajang and Banyuwangi. Based on the research conducted, the e-service quality of the Mandiri Online system has a positive influence on the satisfaction of its users. So that this can have an effect on increasing one's self-efficacy or confidence to participate in using Mandiri Online services.
 
 Keywords: E-service quality, self-efficacy, Mandiri Online

Mobile payment service quality: a new approach for continuance intention

PurposeThis paper assesses the continuance intention (CI) for mobile-based payment (M-payment) services following the COVID-19 pandemic by combining the self-efficacy construct with the electronic service quality model.Design/methodology/approachThis exploratory, cross-sectional research employs qualitative and quantitative research methods; specifically, a questionnaire and interviews. A total of 403 Jordanian participants completed valid questionnaires. Mediation and moderation evaluations assessed the M-payment service quality (MPSQ), self-efficacy and health concerns (HC) to determine CI.FindingsThe results verify the significance of MPSQ and self-efficacy in developing CI and show the mediating influence of self-efficacy between MPSQ and CI. Moreover, HC negatively impact the self-efficacy/CI link.Practical implicationsThis research benefits M-payment service providers seeking to secure customer loyalty via improved M-payment services. The behavioral intention investigation will provide rich information about potential customers' CI and illuminate areas for development.Originality/valueThis research makes an original contribution to the existing M-payment literature by investigating the impact of customers' perception of service quality on their CI to utilize M-payment services, balanced with self-efficacy and HC.

Post COVID-19 online shopping in South Africa: A mediation analysis of customer satisfaction on e-service quality and purchase intention

The study investigated the dynamics of online shopping focusing on mediation analysis of customer satisfaction on e-service quality and purchase intention. The study used a cross-sectional quantitative method where 324 responses were collected through a self-administered online survey questionnaire from South African consumers. The findings revealed that system availability, efficiency, responsiveness, fulfilment, privacy and compensation can be collectively used to measure electronic service dimensions in online shopping. These dimensions have a statistically significant relationship with purchase intention, while customer satisfaction has a mediation effect on the relationship. Customer satisfaction has a full mediation effect on the relationship between electronic service quality dimensions, compensation and privacy and trust with purchase intention and partial mediation between electronic service quality dimensions, responsiveness, efficiency and system availability with purchase intention. These findings inform businesses that are using online shopping platforms and assist them in prioritizing their resources. The contribution of the research is the use of the value-percept paradigm that is enhanced by importance-analysis within customer satisfaction as a mediator on e-service quality and purchase intention. This underpins the importance of customers’ values and, more importantly, a ‘customized’ customer, where ‘one size fit all’ is diminishing during the time of technological advances.

The Reality of Psychological Capital in the Light of E-Learning: An exploratory study of the opinions of a sample of academic staff at the College of Administration and Economics, Tikrit University

The research aimed to identify the reality of psychological capital in the light of e-learning, by doing an exploratory study of the opinions of professors at the College of Administration and Economics, University of Tikrit. SPSS V 25) and its hypothesis-testing techniques. The results indicated the availability of dimensions of psychological capital in the college under study at a high level, as well as a strong and moral correlation with the main variable, and the variation of these dimensions in terms of importance in achieving the main variable in the light of e-learning, and the research made several recommendations, the most important of which are: the need to increase attention to the dimensions of Psychological capital because of its importance in improving the quality of electronic educational service.

The Effect of Electronic Service Quality, Customer Shopping Experience, And Trust on Repurchase with Customer Involvement as Mediation on Shopee Customers in Banda Aceh

This research aims to examine the electronic service quality, customer shopping experience, and trust role in repurchase with customer involvement as mediation on Shopee customers in Banda Aceh City. In this study, the population was all the people of Banda Aceh City who have made purchases at the Shopee Marketplace. This study used non-probability sampling - Quota Sampling as a method of sampling the respondents who have made purchases on Shopee ecommerce. The number of samples is 150. Data were collected by distributing questionnaires and were tested using SPPS, AMOS, and Sobel calculator as statistical tools. The results prove that according to the perspective of Shopee customers in Banda Aceh, Electronic Service Quality, Customer Experience, Trust, Customer Involvement, and Repurchase have been Good; Electronic Service Quality significantly affects Customer Involvement; Customer Shopping Experience significantly affects Customer Involvement; Trust significantly affects Customer Involvement; Electronic Service Quality significantly affects Repurchase; Customer Shopping Experience does not significantly affect Repurchase, Trust does not significantly affect Repurchase, Customer Involvement significantly affects Repurchase, Electronic Service Quality significantly affects Repurchase Through Customer Involvement, Customer Shopping Experience does not significantly affect Repurchase through Customer Involvement, and Trust significantly affects Repurchase through Customer Involvement. The findings also prove that customer involvement serves as a partial mediator for the Electronic Service Quality role in Repurchase and as a full mediator for the Trust role in Repurchase. So it is evident that the model of increasing Repurchases for Shopee customers in Banda Aceh is a function of improving its Shopee Electronic Service Quality, increasing customer Trust, and increasing customer involvement.

Pengaruh Kualitas Layanan Elektronik terhadap Kepuasan Masyarakat yang Menggunakan Aplikasi Napigo 2.2 di Rutan Kelas I Labuhan Deli

This study aims to determine the effect of the quality of electronic services on the satisfaction of the people who use the NapiGO 2.2 application at the Rutan Class I in Labuhan Deli. The method used in this research is quantitative which uses two types of data, namely primary data and secondary data. Primary data is obtained from the distribution of questionnaires and secondary data, namely journals, books and previous studies which are linear with research. The object used in this study is the community or family of prisoners who use the NapiGo 2.2 application at the Rutan Class I in Labuhan Deli. This study was conducted on 96 respondents with a total of 35 questionnaires used which were divided into 21 statements for the X variable and 14 statements for the Y variable. This study used data quality test methods, namely validity test, reliability test, normality test, simple linear regression test. , determination test, and significance test using SPSS 22 software. Based on the analysis carried out, the results showed that the quality of electronic services had an effect on the satisfaction of the people who used the NapiGo 2.2 application at the Rutan Class I in Labuhan Deli, as evidenced by the results of the t test calculation ( significance) it was found that the value of t arithmetic > t table obtained was 8.031 > 1.985 which means that the value of Ho was rejected and Ha was accepted. Determination test obtained R Square of 40.7% or 0.407 which shows the large influence of the variable quality of electronic service as an independent variable on the variable of community satisfaction as the dependent variable while the remaining 59.3% is influenced by other factors not in this study.

Presenting the Recognition and Evaluation Model of Factors Affecting the Acceptance of Fintechs

The purpose of this research is to provide a model of recognition and evaluation of factors affecting the acceptance of fintechs. The statistical population included experts and experts in the banking industry, who were selected as participants in the research using a targeted sampling approach. The data was collected by interview method with general guidance method and in a semi-structured way. In order to obtain the reliability and validity of the data, two methods of reviewing the participants and also the review of non-participating experts were used in the research. The reliability of the model was evaluated using the Kappa index. The value of Kappa index equal to 0.748 was calculated and it was placed at the level of valid agreement. Interviews and coding were analyzed using Maxqda software. Finally, based on the identified final criteria, the model derived from the foundation''s data analysis method is presented. Based on the results of open coding of qualitative data collected using the interview tool, it can be seen that 60 open codes have been identified among 434 parts of the interviews. All the created codes are reviewed again and compared with the texts so that nothing is missed. In the results of core coding, it can be seen that 60 primary codes are in the form of 15 categories of evaluation and monitoring, public trust and security, interaction and communication, human and social development, satisfaction, infrastructure, administrative and organizational health, transparency and accountability, and core justice. , financial factors, information technology, efficiency and effectiveness, quality of laws and regulations, quality of electronic services and participation are categorized.

A factor analysis study on relationship across electronic-service quality & behavioral intent with structural equation modeling: Across algo-driven shopping apps & fintech platforms

The service quality identifies as the core element of marketing practices. The e-marketing practices and their probable mediation in shaping the marketing environment in Indian algorithmic driven online and e-channel derived platforms; is a novel construct and needs extensive dimensional and theoretical exploration. The study explores the impact of e-service quality and algorithm-guided programs on customer satisfaction and behavioral intent in Indian algorithmic-driven online platforms. Likert scaling instruments were used to gather data from app users, and the reliability and validity of the data were ascertained. The research identified the determinants shaping service quality in Indian algo-driven platforms and their possible consequences for business development, and economic development.

КАЧЕСТВО ЭЛЕКТРОННЫХ ГОСУДАРСТВЕННЫХ УСЛУГ: ПРОБЛЕМА, ПОДХОДЫ К ОЦЕНКЕ И ИЗМЕРИТЕЛИ

Assessing the quality of public services in electronic form in Russia is carried out by the state represented by the Federal State Statistics Service, the Ministry of Digital Development, Communications and Mass Communications and state development institutions, as well as a wide expert community represented by university research teams and rating agencies. All the many methods used indicate that the quality of electronic government services (EGS) can be assessed using various approaches and criteria, which do not always confirm each other’s results. The study, the results of which are presented in these materials, compared conclusions drawn from the interpretation of open data on the e-Government Development Index (EGDI), as well as those obtained on the basis of European statistics, Russian state statistics, VСIOM data and data from independent web analytical services. The study showed that international experts from a special UN department rank the Russian Federation in the seventh ten countries in terms of EGS quality (above average rank), while national government agencies, while monitoring the use of EGS over the past years, have recorded a consistently high and growing level. Awareness and satisfaction with the quality of EGS among the Russian population is confirmed by independent web analytics data on traffic and its quality characteristics (depth and time) of the main state online service.

Electronic mobile service quality and customer loyalty: the conditional indirect effect of relationship quality and customer satisfaction

Electronic mobile service quality and customer loyalty: the conditional indirect effect of relationship quality and customer satisfaction

Electronic mobile service quality and customer loyalty: the conditional indirect effect of relationship quality and customer satisfaction.

Electronic mobile service quality and customer loyalty: the conditional indirect effect of relationship quality and customer satisfaction.

A proposal for a set of attributes relevant for Web portal data quality: The Brazilian Rare Disease Network case

Despite widespread growth in the use and complexity of web portals, insufficient attention is paid to their quality. Thus, this paper aims to describe the validation process of the Brazilian Network of Rare Diseases Portal and identify a set of data quality attributes required for psychometric evaluations that will support the portal implementation. This protocol describes a cross- sectional study of mixed nature divided into three steps: A usability evaluation, a Delphi consensus, and an electronic service quality assessment. Also, the RE-AIM model will be applied at various stages of evaluative research. We hope the improvement carried out during the validation of RARAS can contribute to the dissemination of knowledge in the area and include, based on scientific knowledge and clinical experts, offering clear, attractive, and accessible information for the population. A research gap exists in determining components of integrated e-service quality, usability, and user experience evaluation model in general, and for rare disease web portals, in particular. Users of the RARAS Portal need to get validated content and the required reliable online services without doing exhaustive searches or visiting multiple sources, with the main focus on e-service quality.

EVALUATING THE INFLUENCE FACTORS OF THE ELECTRONIC SERVICE QUALITY IN THE BANKING INDUSTRY WITH THE ANP AND FUZZY TOPSIS METHODS

The purpose of this study is to evaluate the influence factors of electronic service quality (E-SQ) in the banking industry. A combination of Analytic network process (ANP) and Fuzzy-TOSIS methods was used in this study. ANP method was used to obtain the weight of criteria and sub-criteria and the Fuzzy TOPSIS method was used to prioritize four state banks of Rasht city. The data collection tool is ANP and TOPSIS questionnaire. Data collection is from October 2022 to January 2023. In the present study, 19 E-SQ sub-criteria were evaluated in the banking industry, and the Customers' trust sub-criteria was ranked first. Also, among the four studied public banks, Bank A1 was ranked first. Investigating the influence factors of E-SQ in the banking industry will make bank managers more familiar with the influence factors, and managers and policymakers in this area can provide better quality electronic services to bank customers.

What Should Companies Do to Improve Brand Awareness Through Instagram? The Lens of Signalling Theory

Manuscript type: Research paper Research aims: This study investigates potential factors of electronic service quality dimensions on the improvement of brand awareness among customers through the social media platform Instagram. Design/Methodology/Approach: The study involves 398 respondents across Java Island, Indonesia, and employed a PLS-SEM approach to analyse the data. Research findings: The findings indicate that the electronic service quality dimensions of Instagram, in terms of content relevance, content quality, information quality and contact availability, significantly improve brand awareness. Theoretical contribution/Originality: This study contributes to the electronic service quality and brand awareness literature by validating four potential service quality dimensions of Instagram that are effective instruments for improving brand awareness. Practitioner/Policy implication: This study offers managerial recommendations for companies that see Instagram as a prospective social media tool for enhancing brand awareness. Companies should focus on managing their Instagram accounts by providing relevant content, qualified content, qualified information, and ensuring the availability of their contact details. Research limitation/Implications: To enhance generalisability, we suggest future studies examine how brand awareness improvement could be made across social media accounts with broader customer segments, either SMEs or big corporations.

The role of E-Service Quality to create Consumer Trust in Shopping on the Shopee Marketplace during the COVID-19 Pandemic

The Covid-19 pandemic has caused changes in consumer behaviour. Especially when it comes to shopping for everyday necessities. The limitations of doing transactions offline make people shop more for their daily needs online. This phenomenon makes e-commerce business increase sharply. Not only that, the e-commerce business competition map is increasingly competitive. The tight competition is reflected in the number of website visits and e-commerce application users in Indonesia. The coronavirus pandemic has not shown signs of ending until the third quarter of 2020. During the period of emigrants, e-commerce players are increasingly aggressively presenting online shopping as an alternative to fulfilling daily needs without leaving the house. MarkPlus Inc. Release the results of the latest research related to e-commerce. The survey results of The Asian Parent show that almost all respondents who are mothers in Indonesia use online shopping applications. As many as 80% of them shop at Shopee the most. This shows that Shopee is a marketplace that is favored by consumers. Electronic Service Quality or also known as E-ServQual is a new version of Service Quality (ServQual). E-ServQual was developed with the aim of evaluating the services provided online or over the internet. E-Service Quality is a service from the site to facilitate shopping, purchasing, and distribution activities effectively and efficiently (Chase, Jacobs, &Aquilano, 2006). According to Tjiptono (2011) there are seven dimensions of e-service quality, namely efficiency, reliability, fulfillment, privacy, responsiveness, compensation, contact (contact). One of the disadvantages of shopping online is the doubt and lack of consumer confidence in the product to be purchased, so online marketers must provide quality services so that consumers believe. According to Mowen and Minor (2012), consumer trust is the belief that consumers have about objects, attributes, and benefits. Objects can be products, people, companies, and anything that has beliefs and attitudes. Based on these backgrounds and explanations, this study aims to determine the partial and simultaneous influence of e-service quality variables on consumer confidence in shopping at shopee. Keywords: E-Service Quality, Trust, Shopee

The Influence of Electronic Learning Service Quality on Student Satisfaction. Evidence From Zimbabwean Public Universities

The Influence of Electronic Learning Service Quality on Student Satisfaction. Evidence From Zimbabwean Public Universities