The impact of electronic service quality in creating customer value and loyalty

2009 ◽  
Vol 2 (3) ◽  
pp. 221
Author(s):  
M. Sadiq Sohail ◽  
Nassar M. Shaikh
Keyword(s):  
Service Quality ◽  
Customer Value ◽  
Electronic Service ◽  
The Impact

scholarly journals Impact of E-Service Quality and Customer Value on Customer Satisfaction in LocalBrand

2018 ◽  
Vol 9 (2) ◽  
pp. 125-132 ◽  
Author(s):  
Sevenpri Candra ◽  
Mita Juliani
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Significant Influence ◽  
Customer Value ◽  
Partial Least Square ◽  
Least Square ◽  
Research Model ◽  
Statistic Method ◽  
Independent Variables ◽  
The Impact

This research aimed to investigate the impact of e-service quality and customer value on customer satisfaction. This research was descriptive-associative in which researcher described not only the value of research variables but also the influence or relationship between independent variables and the dependent variable. A survey on e-marketplace of online fashion local brand in Indonesia was conducted. Using purposive sampling, the researcher distributed questionnaires to buyers or customers on the LocalBrand (LB) website, and 150 questionnaires were analyzed. Partial Least Square (PLS) was used as the statistic method for analyzing the research model. The results show that customer value has a significant influence on the customer satisfaction. However, e-service quality does not have a significant influence on customer satisfaction.

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.

scholarly journals The Impact of E-Service Quality and E-Loyalty on Online Shopping: Moderating Effect of E-Satisfaction and E-Trust

2017 ◽  
Vol 9 (2) ◽  
pp. 92 ◽  
Author(s):  
Rami Mohammad Al-dweeri ◽  
Zaid Mohammad Obeidat ◽  
Mohammad Ahmad Al-dwiry ◽  
Muhammad Turki Alshurideh ◽  
Alaa Mohammad Alhorani
Keyword(s):  
Service Quality ◽  
Customer Service ◽  
Structural Equation ◽  
Three Dimensions ◽  
Equation Modeling ◽  
Attitudinal Loyalty ◽  
Explanatory Factors ◽  
Electronic Service ◽  
The Impact ◽  
The Relationship

This paper analyzes the role of online satisfaction and e-trust as mediators in the relationship between electronic service quality (e-SQ) and online loyalty (integrating behavioral and attitudinal elements), in the context of e-shopping. In an increasingly competitive environment, e-retailers need to know the determinants of the success of their online distribution channels in terms of service quality and the influence of this on e-satisfaction, e-trust and e-loyalty. Using a sample of 302 website users of amazon.com in Jordan, confirmatory factor analysis and structural equation modeling were performed to test the relationship between these dimensions. Three dimensions were found to be the main explanatory factors of e-SQ, namely efficiency, privacy and customer service. In addition, it was confirmed that satisfaction mediates the relationship between e-SQ and behavioral and attitudinal loyalty. 

scholarly journals PENGARUH CITRA BPR, KUALITAS PELAYANAN, NILAI NASABAH, KEPERCAYAAN DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH TABUNGAN PADA BANK PERKREDITAN RAKYAT (BPR) LUGAS DANA MANDIRI CABANG SOLOK

Horizon ◽  
2021 ◽  
Vol 1 (1) ◽  
pp. 11-21
Author(s):  
Dettrita Dettrita
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Customer Loyalty ◽  
Customer Value ◽  
Quality Service ◽  
Research Results ◽  
Important Impact ◽  
Customer Trust ◽  
The Impact ◽  
Loyal Customers

This research aims to analyze: 1) the influence of BPR pictures on honest loyalists. 2) The effect of service quality on loyal customers. 3) The impact of customer value in customer loyalty. 4) The influence of customer trust on customer loyalty. 5) The result of customer satisfaction on customer loyalty. 6) The impact of quality service on customer satisfaction. 7) The influence of customer value in customer satisfaction. Research results are: (1) BPR images have a positive and significant impact on customer loyalty; (2) Service quality has a positive and significant impact on customer loyalty; (3) Customer value has a positive and significant impact on customer loyalty Significant impact, (4) trust has a positive and important impact on customer loyalty, (5) customer satisfaction has a positive and important impact on customer loyalty, (6) service quality has a positive and important impact on customer satisfaction (7) Customer value has a positive and significant impact on customer satisfaction.

scholarly journals The Impact of Customer Value, Price, Brand Image and Service Quality on Customer Satisfaction on XL Prepaid Card 4G Network in Bekasi City

2021 ◽  
Vol 2 (1) ◽  
pp. 108-121
Author(s):  
Maris Agung Triandewo ◽  
Willy Dewantoro
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Regression ◽  
Customer Value ◽  
Brand Image ◽  
Analysis Method ◽  
Purposive Sampling ◽  
Dependent Variables ◽  
The Impact

This study has intention to identify the impact of Customer Value, Price, Brand Image and Service Quality on Customer Satisfaction on the 4G XL Prepaid Card Network in Bekasi City. The design of this research is descriptive and causality. Purposive sampling was used with 115 respondents. The analysis method uses multiple regression and processed with IBM Statistic 20. From this research it can be concluded that from all dependent variables only Price that has no impact on Customer Satisfaction.

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