The impact of electronic-service quality on online shopping behaviour

2011 ◽  
Vol 22 (9) ◽  
pp. 1007-1024 ◽  
Author(s):  
Wen-Chin Tsao ◽  
Ya-Ling Tseng
Keyword(s):  
Service Quality ◽  
Online Shopping ◽  
Electronic Service ◽  
Shopping Behaviour ◽  
The Impact

The Impact Of E-Service Quality To Wards Customre Satisfaction On The User Of Internet Banking In PT. Bank Rakyat Indonesia Tbk (Persero)

2021 ◽  
Vol 2 (4) ◽  
pp. 1415-1422
Author(s):  
Deni Ardiansyah ◽  
Lies Handrijaningsih
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Internet Banking ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Banking Service ◽  
Electronic Service ◽  
The Impact

This research aims to analyze the impact of electronic service quality which consists of efficiency, fulfillment, reliability, privacy, responsiveness, contact, and compensation towards the customer satisfaction on the user of internet banking in PT Bank Rakyat Indonesia, Persero. Customer satisfaction is an urgent matter in banking and is one of the company duty to create that satisfaction out of every single service provided. The sample used in this research are respondents which are customers who use internet banking service from BRI. The data used in this research is primary data collected by conducting online questionnaires to 150 respondents. Analyzing technique used is validity, reliability, classical assumption, multiple linear regression, t, F, and the coefficient of determination test. The result shows that simultaneously, electronic service quality which consists of efficiency, fulfillment, reliability, privacy, responsiveness, contact, and compensation do have an impact towards customer satisfaction on the user of internet banking service of BRI. The finding on partial test shows that efficiency, fulfillment, contact and compensation has an impact towards customer satisfaction whereas reliability, privacy, and responsiveness do not.  

scholarly journals SEQUENCE OF ELECTRONIC SERVICE QUALITY ON CUSTOMER SATISFACTION

2014 ◽  
Vol 2 (3) ◽  
pp. 10-24
Author(s):  
Fahd AL-Farsi ◽  
Abdullah Basahel
Keyword(s):  
Service Quality ◽  
Qualitative Inquiry ◽  
Ease Of Use ◽  
Customer Relationship ◽  
Three Dimensions ◽  
Quality Factors ◽  
Electronic Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
The Impact

This study investigates the impact of electronic service quality dimensions on customers’ satisfaction. Finding indicates that customers are satisfied in three dimensions: information, ease of use and security/privacy while they answer with “Neutral” for the other dimensions: design, reliability and interactivity/personalization which in turns did affect the overall satisfaction. Furthermore, the recommendations of this research were as follows: Organization should give more attention to its e-service quality especially in the three dimensions which did not meet its customer’s expectation which are: interactivity/personalization, design and reliability. However, as the users become more mature, they know exactly what they expect to be e-service quality factors. Therefore, It will be valuable to find out the solutions to reduce failures in firm electronic service quality and fill the gap between what is perceived by the customers view through in depth qualitative inquiry. The solution will include the integration of internal functional departments and external integrations of channel. Nowadays, called customer relationship management (CRM) and supply chain management have become the main factors.

The Measurement of Electronic Service Quality

2010 ◽  
pp. 344-363
Author(s):  
Grégory Bressolles ◽  
Jacques Nantel
Keyword(s):  
Service Quality ◽  
Laboratory Experiment ◽  
Explanatory Power ◽  
Evaluation Process ◽  
Measurement Scales ◽  
Electronic Service ◽  
The Impact

Several measurement scales have been designed by both practitioners and researchers to evaluate perceptions of electronic service Quality. This chapter tests three of the main academically developed scales: Sitequal (Yoo & Donthu, 2001), Webqual 4 (Barnes & Vidgen, 2003) and EtailQ (Wolfinbarger & Gilly, 2003) and compares them against the scale ensuing from our research: NetQual (Bressolles, 2006). Based on 204 evaluations of consumers that participated in a laboratory experiment involving two Canadian Websites in travel and online insurance, NetQual best fits the data and offers the highest explanatory power. Then the impact of nature of task and success or failure to complete the task on the evaluation process of electronic service quality and attitude toward the site is examined and discussed on over 700 respondents that navigated on six different Websites.

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