E-Satisfaction and E-Loyalty

2016 ◽  
Vol 6 (4) ◽  
pp. 36-53 ◽  
Author(s):  
Gyaneshwar Singh Kushwaha ◽  
Mukesh Kaushal
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Conceptual Model ◽  
Online Shopping ◽  
Quality Aspects ◽  
Excellent Service ◽  
Indian Consumers ◽  
The Impact

The aim of this study is to examine the effect of most important factors of online shopping such as brand, price, and service quality on consumer's e-satisfaction and e-loyalty comparatively. It is for understanding the better online shopping in the Indian e-commerce context. The paper uses thorough literature review of closely related articles to analyze and confirm the conceptual model proposed in the research. The results indicate that Indian consumers are still price sensitive and influenced by branded products and excellent service quality while online shopping. However, service quality directly as well as positively affects both e-satisfaction and e-loyalty. The paper is different of its kind to discuss comparatively to the impact of brand, price and service quality on Indian customer e-satisfaction and e-loyalty. The study shows that the service quality aspects of online shopping websites need to be strengthened to motivate consumers to buy online.

E-Satisfaction and E-Loyalty

2020 ◽  
pp. 107-127
Author(s):  
Gyaneshwar Singh Kushwaha ◽  
Mukesh Kaushal
Keyword(s):  
Literature Review ◽  
Service Quality ◽  
Conceptual Model ◽  
Online Shopping ◽  
Quality Aspects ◽  
Excellent Service ◽  
Indian Consumers ◽  
The Impact

The aim of this study is to examine the effect of most important factors of online shopping such as brand, price, and service quality on consumer's e-satisfaction and e-loyalty comparatively. It is for understanding the better online shopping in the Indian e-commerce context. The paper uses thorough literature review of closely related articles to analyze and confirm the conceptual model proposed in the research. The results indicate that Indian consumers are still price sensitive and influenced by branded products and excellent service quality while online shopping. However, service quality directly as well as positively affects both e-satisfaction and e-loyalty. The paper is different of its kind to discuss comparatively to the impact of brand, price and service quality on Indian customer e-satisfaction and e-loyalty. The study shows that the service quality aspects of online shopping websites need to be strengthened to motivate consumers to buy online.

scholarly journals Evaluating the Impact and Value of Competitive Intelligence From The users Perspective - The Case of the National Research Council’s Technical Intelligence Unit

2015 ◽  
Vol 4 (3) ◽  
Author(s):  
Jonathan Calof
Keyword(s):  
Customer Satisfaction ◽  
Literature Review ◽  
Service Quality ◽  
Current Literature ◽  
Client Satisfaction ◽  
Competitive Intelligence ◽  
Evaluation Instrument ◽  
Technical Intelligence ◽  
Satisfaction Measures ◽  
The Impact

Understanding and being able to measure and prove the impact and value of intelligence is of significant importance. The objective of this study was to develop an evaluation instrument that the users of intelligence could fill in that could be used to assess both the impact and value of the intelligence they received. Starting with an evaluation instrument based on lists of benefits identified in the competitive intelligence literature, measures of these benefits and client satisfaction/service quality metrics, the study researchers interviewed clients of one large government competitive technical intelligence organization asking them to articulate the benefits they obtained from the intelligence they received and methods for evaluating these benefits. All users of intelligence identified benefits they had received from the intelligence received. Additional benefits beyond those that are in the current literature were identified by those interviewed. In terms of measurement of these benefits, intelligence users (the clients) understood why hard financial type measures for example ROI or dollar impact on performance was important (especially in their organization) they felt that assessing these for the intelligence they received would be difficult but that softer, more subjective measurement such as extent to which the user agrees that the intelligence provided the intended benefit could be used. Additional perceptual based indicators of service quality and customer satisfaction measures were also suggested by intelligence clients. Based onthe results of the literature review and interviews, an intelligence evaluation instrument was developed that asks the clients to assess the extent to which they have realized one or more of 27 impacts identified in this study as well as assessing 10 elements of service quality.

scholarly journals A Conceptual Model Proposal: Universities as Culture Change Agents for Sustainable Development

2020 ◽  
Vol 12 (11) ◽  
pp. 4635 ◽  
Author(s):  
Małgorzata Dzimińska ◽  
Justyna Fijałkowska ◽  
Łukasz Sułkowski
Keyword(s):  
Sustainable Development ◽  
Literature Review ◽  
Conceptual Model ◽  
Culture Change ◽  
Change Agents ◽  
The Body ◽  
Quality Culture ◽  
The University ◽  
The Impact

This paper aims to propose a conceptual model that synthesizes the existing findings concerning universities as culture change agents for sustainable development. The model could serve as a guidance on how universities might get involved in the pro-SD activities. It also underlines the prerequisite of the quality culture that should be introduced within all the activities of universities to successfully act as culture change agents for SD. This paper builds upon the holistic and inter-disciplinary approach to demonstrate that SD does not happen in isolation and that the role of universities in its creation is significant. This study includes a literature review to contextualize the impact of universities on culture and their potential role in SD. The conclusions stemming from the literature review materialize in the proposal of the conceptual model of the university as the culture change agent for SD. The elaborated framework responds to the need for greater clarity, ordering and systematization of the role of universities in the processes of initiating, promoting and modelling the SD-oriented changes while appreciating the role of culture as an enabler, means of social change and a result of SD-focused interventions. The paper contributes to the body of knowledge by offering a novel perspective on the assumed interrelations between university, its quality culture, university main operations such as education, research and engagement with the society as well as the culture and the agency of stakeholders in the context of meeting the world’s current demands without compromising the needs of future generations.

scholarly journals Customer reactions to a webshop’s service quality

Empirica ◽  
2019 ◽  
Vol 47 (4) ◽  
pp. 699-731
Author(s):  
Franz Hackl ◽  
Rudolf Winter-Ebmer
Keyword(s):  
Service Quality ◽  
Negative Binomial ◽  
Negative Binomial Regression ◽  
Data Set ◽  
Product Categories ◽  
Service Characteristics ◽  
Binomial Regression ◽  
Quality Aspects ◽  
Quality Dimensions ◽  
The Impact

Abstract E-commerce has become an integral part of the world’s economy. In this study we investigate the impact of service quality in e-tailing on site visits and consumer demand. Such an analysis is important given the almost Bertrand-like competitive structure. Our analysis is based on a large representative data set obtained from a price comparison site covering essentially the complete Austrian e-tailing market. Customer evaluations for a broad range of 15 different service characteristics are condensed using factor analysis. Negative binomial regression analysis is used to measure the impact of service quality dimensions on referral requests to online shops for different product categories. Our results show that the most important service quality aspects are those related to the ordering process and the firm’s website performance.

scholarly journals E-Service Quality, E-Loyalty, and E-Satisfaction Muslim Travellers

2021 ◽  
Vol 1 ◽  
pp. 219-226
Author(s):  
Malikhatul Marati ◽  
Muhammad Ali Faisal ◽  
Ikhsan Dwi Anggoro ◽  
Saiful Anwar
Keyword(s):  
Service Quality ◽  
Path Analysis ◽  
Multiple Regression ◽  
Random Sampling ◽  
Analytical Tool ◽  
Quality Of Services ◽  
Quality Aspects ◽  
The Impact ◽  
Practical Implications

This study aims to determine the effect of e-service quality on e- loyalty with e-satisfaction as an intervening variable for muslim travellers. The population are Traveloka users in Java. Purposive random sampling are used. The sample was obtained from 170 respondents by online collecting data questionnaire. SPSS 21.0 program are used to data analyze. The analytical tool were Multiple Regression and Path Analysis. The results showed that: e-service quality aspects of reliability, tangible, and empathy had a positive and significant effect on e-satisfaction. E- satisfaction and E-Service have a positive and significant impact on e- loyalty. E-satisfaction can mediate the impact of reliability, tangible, and empathy on e-loyalty, while responsiveness and assurance do not mediate the effect of e-satisfaction on e-loyalty The results of this study can theoretically strengthen the existing theory that e-satisfaction can mediate the effect of reliability, tangible and empathy on e-loyalty, while responsiveness and assurance do not mediate the impact of e-satisfaction on e-loyalty. The practical implications in this study are used as input for platform provider to improve the quality of services provided by platform provider to muslim travelers.

scholarly journals An empirical look at the effect of service quality on online shopping customer satisfaction in Indonesia

2021 ◽  
Vol 9 (4) ◽  
pp. 321-330
Author(s):  
Risanty Risanty ◽  
Sambas Ade Kesuma ◽  
Juwita Agustrisna ◽  
May Hana Bilqis
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Online Shopping ◽  
Cross Sectional Study ◽  
Survey Method ◽  
Sectional Study ◽  
Cross Sectional ◽  
Postgraduate Students ◽  
Excellent Service ◽  
The Relationship

The main purpose of this study is to examine the relationship between service quality and online shopping customer satisfaction in Indonesia. This study is a quantitative and cross-sectional study with a survey method. This study's online shopping customers consist of undergraduate and postgraduate students in the Accounting Department of Universitas Sumatera Utara. The study used Likert scale questionnaires distributed to 400 respondents, and 295 questionnaires were obtained for data analysis. The study found that service quality has a positive and significant relationship with customer satisfaction. The study reveals that the elevation of excellent service quality on online shopping is the best solution for online shopping vendors to obtain customer satisfaction.

scholarly journals Retrospective Experiential Learning Theory and its Impact on Countering Social Exclusion in Ecotourism

2020 ◽  
pp. 18-23
Author(s):  
Mathew C.D. ◽  
P. S. Aithal
Keyword(s):  
Experiential Learning ◽  
Service Quality ◽  
Social Exclusion ◽  
Experiential Learning Theory ◽  
Excellent Service ◽  
New Ideas ◽  
Learning Test ◽  
Tourism Services ◽  
The Impact ◽  
Tourist Guides

Retrospective Experiential Learning (REL) is an instrument for regularising and normalising the guiding experience of the guides. Ultimately it results in routinising the very rare excellent service that happened earlier. In this paper, the Retrospective Experiential Learning test is carried out at Thenmala and PTR concerning Client Associations Management. Guides have been asked to reminisce their good experiences in connection with tourism services. REL has contributed towards enhanced service quality. The empirical study shows that REL can produce results. It has been found that concentrated REL strategy is not applicable to the two destinations. Here, the tourists who are assessed in connection with implementing new ideas told that they would prefer intuitive, imaginative, creative, participative, and idea generating environment to enjoy ecotourism with local tourist guides rather than a rigid bureaucratic environment. The paper focuses on the impact of REL on service quality in ecotourism sector. The discussions are directed towards improving service quality and its impact on social exclusion.

Why are strangers trusted more during trade fairs? A literature review on the conceptual model of general trust formation

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Minjiang Jia ◽  
Chunlin Wan
Keyword(s):  
Literature Review ◽  
Conceptual Model ◽  
Trade Fair ◽  
Small Scale ◽  
Content Type ◽  
General Trust ◽  
Trust Formation ◽  
Trust Propensity ◽  
The Impact ◽  
Business To Business

Purpose Considering that low-level general trust may hinder communication, this study aims to detect the factors that can influence general trust between exhibitors and visitors during business-to-business trade fairs. Design/methodology/approach Based on a literature review and stakeholders’ behavior analysis, a conceptual model of general trust formation between exhibitors and visitors is proposed. Findings The preconditions of strangers’ general trust patterns mainly include their early experience regarding trust, institutional trust in the environment and trust propensity. Stakeholders’ treatment, trust transfer, on-site restraints, reward and punishment expansion and on-site personnel arrangement may facilitate the formation of general trust between exhibitors and visitors. Research limitations/implications This paper is a conceptual article that requires further investigation to verify the main factors that influence general trust and the impact of general trust on other trust components between exhibitors and visitors. Practical implications Organizers, exhibitors and visitors should pay attention to participants’ selection, supervision, self-discipline and personnel management before and during trade fairs. International and small-scale, especially new trade fairs in developed and developing countries, must consider additional measures to improve general trust. Originality/value The existing literature has not focused on general trust in the trade fair context. In this paper, research on network and relationship marketing is further deepened in terms of a specific trust type. The interactions between stakeholders before and during fair may promote general trust among participants than in other settings, which partially explains why trade fair (even other two-sided markets) can increase social capital.

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