scholarly journals Systematic Mapping of Methodologies Used for the Validation of Models and Scales Derived From e-SQ

2021 ◽  
Vol 04 (03) ◽  
Author(s):  
Diana Faviola Olea-Flores ◽  

Electronic Service Quality (e-SQ) is a topic that has been reviewed by several authors and, given the situation we live in, has become more relevant in the world; therefore, it is of vital importance to generate an effective measurement of the service being provided, which will allow companies to know the needs and expectations of their customers and how they evaluate the service received. This article considers an exploratory-descriptive research, which through a systematic literature mapping (MSL) reviews the methods and techniques that have been applied for the validity of the scales derived from e-SQ, thus generating a focused view of the methods applied in scientific research in the last five years. With the results obtained, a theoretical model for validating a scale is generated and proposed, which could be useful for researchers seeking to confirm and validate their scales or who are in the process of developing a research project.

Informatics ◽  
2021 ◽  
Vol 8 (1) ◽  
pp. 15
Author(s):  
Augusto S. C. Modesto ◽  
Rejane M. da C. Figueiredo ◽  
Cristiane S. Ramos ◽  
Letícia de S. Santos ◽  
Elaine Venson ◽  
...  

In the last few years, several organizations have been looking for strategies to meet the needs of users of Information Technology (IT). The decentralization of IT and the empowerment of nonprofessional users have been a viable option among these strategies. This study aimed to identify the End-User Development (EUD) strategies adopted by organizations. A systematic mapping was performed in order to provide for a structured body of knowledge and find potential research gaps. The results show that EUD methods and techniques are the most common strategies addressed in the literature. Also, most of the EUD strategies identified a focus either on EUD managerial issues, such as risk management, or on more technical elements, such as the implementation of components for EUD applications. The benefits and barriers to the adoption of EUD by organizations are also presented in this study. In general, defining EUD processes is a common gap in EUD surveys. We reinforce the need to carry out more research on the adoption of EUD in organizations, with a high level of evidence to validate the results.


2014 ◽  
Vol 1044-1045 ◽  
pp. 1816-1819
Author(s):  
Shun Zhi Xu

This paper builds a theoretical model and hypothesis of service quality and customer loyalty based on the C2C platform. The study combined with the questionnaire of C2C electronic service quality and customer loyalty to surveyed data on a rigorous mathematical analysis to verify the hypothesis and modify the theoretical model. Finally come to the conclusion of the study, there is a direct positive relationship between service quality and customer loyalty of C2C e-commerce platform. The conclusion can be used by future researchers. At the same time, according to the analysis result of the multidimensional study on the relationship between C2C electronic service quality and the customer loyalty, we can find out the significant role of path between electronic service quality and customer loyalty and put forward corresponding strategic suggestions for electronic business. The above content makes the article has theoretical significance and practical value.


2016 ◽  
Vol 14 (2) ◽  
pp. 183-191 ◽  
Author(s):  
Ulas Akkucuk ◽  
Behcet Teuman

Service quality and the effective measurement of service quality on the Internet have been drawing much attention lately with the increasing use of the World Wide Web. Researchers and managers focus on the construction of scales to measure electronic service quality, which assess customer satisfaction and loyalty as an ultimate goal. E-S-Qual is the most recently developed and popular e-service quality measurement technique on which there are quite a number of research studies. In this study, existing literature on service quality scales and the E-S-Qual scale is reviewed. A modified scale is also proposed suitable for the online banking sector


Author(s):  
ALEXANDRA A. TROITSKAYA

The two main approaches to the use of the comparative method in legal research, functional and cultural, have some "predetermined" considerations regarding the results that will (or should) be discovered by comparing various legal phenomena — should the emphasis be on similarities or differences between these phenomena. These considerations are based on the vision of, respectively, the universal or pluralistic nature of law of various societies, and in fact they are able to correct substantially the process of cognition of legal phenomena using the comparative method, adjusting it to the desired result. In the case of similarities, we can talk about artificially narrowing the circle of countries under investigation. In the case of differences, the isolation of systems and the uniqueness of their cultural characteristics are unreasonably exaggerated. The alternative assumptions presented in the theory of comparative law regarding the existence of universal principles of law or the fundamental uniqueness of each legal system require a critical rethinking of constitutional provisions and practice in comparative studies. The use of the comparative method in constitutional law is not reducible to the implementation of the ideas of political philosophy, and objective conclusions should not be replaced by predetermined normative guidelines. The similarities and differences revealed by the researcher of constitutional ideas, norms and practices can be considered as a result of comparison of independent value.Constitutional law is associated with a variety of substantial constructs existing in the world, not excluding, however, their intercommunication. Understanding these constructions requires attention to both the similarities and the differences in specific legal orders (as well as the reasons for their functioning in this, and not another form). The use of the comparative method in the absence of striving for predetermined results is simultaneously aimed at understanding the laws of development of constitutional institutions and maintaining the horizon of their diversity as an important component of this development. Each time, the researcher should distance himself from his prejudices regarding the similarities or differences between the institutes under study, rechecking whether the obtained results are really the results of applying the comparative method, and not the initial constructions.The logic of a comparative study corresponds to the construction of theories of "middle level", aimed at forming the theoretical model of a particular legal in-stitution, taking into account the practice of implementing this institution in specific states. The focus on middle-level theories within the framework of the comparative method allows one to go beyond the description of single systems, formulate conclusions at the level of generalization that ensure the comparability of the studied objects, and at the same time maintain an understanding of the diversity of constitutional models.


2019 ◽  
Vol 2 (2) ◽  
pp. 246
Author(s):  
Ade Sarmini

<em><span lang="EN-SG">Along with increasing population mobility and increasing road users the need to have a SIM is increasing every day. Where the administration of traffic and services, such as SIM, STNKB and BPKB are oriented to the principle of quick and easy without ignoring the identification and extension of the letter. This research uses descriptive research method. Descriptive research is intended to explore and clarify phenomena or social realities. From the results of the study showed that the implementation of public service quality in making SIMs at the Karimun Regional Police Traffic Unit Office was seen from the aspect of physical facilities (tangible), reliability (responsiveness), responsiveness, assurance and empathy were running pretty good. Especially relating to the ability and reliability to provide trusted services, the ability to help and provide services quickly and appropriately, as well as being responsive to consumer desires, abilities and friendliness and employee courtesy in assuring consumer trust and firm but attentive attitudes of employees towards consumers . Although it is indeed an inhibiting factor for SIM services such as human resources, the level of awareness and facilities and infrastructure are still found in the service of making SIMs at the Karimun Regional Traffic Unit Office</span></em>


2019 ◽  
Vol 13 (03) ◽  
pp. 15-30
Author(s):  
Dwi Agus Kristianto ◽  
Amin Kiswantoro

In the past the function of the hotel was only as a place to stay for consumers who travel on business or tourism and do not have a relationship or family at their destination. Sharia concept hotels continue to grow along with the needs of Muslim consumers around the world. The concept of sharia hotels also continues to grow in Indonesia, especially in the Yogyakarta region as one of the tourist destinations in Indonesia. This study aims to determine the effect of price, service quality and brand image on customer loyalty of sharia hotels in Yogyakarta Special Region both partially and simultaneously.This type of research is causally comparative. The variables in this study are price, service quality, brand image and customer loyalty. The population in this study are customers who have visited sharia hotels in Yogyakarta. Sampling was done by nonrandom sampling, specifically using purposive sampling where the sample was taken from the population, with the following criteria: 1) Customers who had stayed in sharia hotels in Yogyakarta more than twice, and 2) Respondents aged 18 years. The sample in this study was taken as many as 100 respondents. Data collection techniques using questionnaires. Data analysis used is multiple linear regression analysis.Based on the results of the study, the following conclusions are obtained: (1) Prices have a positive and significant effect on customer loyalty; (2) Service quality has a positive and significant effect on customer loyalty; (3) Brand image has a positive and significant effect on customer loyalty; and (4) Price, service quality, and brand image have a positive and significant effect on customer loyalty. Keywords: hotel, sharia, price, service quality, brand image, customer loyalty.


2020 ◽  
Vol 29 (2) ◽  
pp. 134-142
Author(s):  
Anggita Rachmanantya ◽  
Sari Wahyuni ◽  
Andi Nurrohman ◽  
Anansya Ralia ◽  
Aniek Martono

Leaders are very important for organizations and businesses. The various characters of leaders can determine the success of an organization due to their role and responsibility for planning, organizing, and decision-making of organizational strategies to achieve their goals. One of the leaders whose characteristic is quite interesting and possibly become our role models is Larry Page, a co-founder of Google Inc. The researchers used qualitative research methods by descriptive research in explaining Larry Page style of leadership in leading Google Inc. Result of this study shows that Larry Page has a very open and equal way of leading, making him a democratic and transformational leader for an instance Larry believe in crazy ideas of their employees since he believes that insane ideas could change the world whereas not all the leaders can trust their subordinate. To hear the ideas, Larry always encourages his subordinate to speak up at every opportunity and instantly give them constructive feedback.


2016 ◽  
Vol 12 (1) ◽  
pp. 43-57 ◽  
Author(s):  
Javad Khazaei Pool ◽  
Ali Dehghan ◽  
Hadi Balouei Jamkhaneh ◽  
Akbar Jaberi ◽  
Maryam Sharifkhani

The purpose of the current study was to examine the effect of electronic service quality on fan satisfaction and fan loyalty in the online environment. Selection of three hundred and fifty-six fans of a famous sports club was through random sampling using the club's website. AMOS used structural equation modeling for data analysis. Results provided strong support on the effect of electronic service quality (E-S-QUAL) on fan satisfaction and fan loyalty toward the website of their favorable football teams. Business enterprises have well researched e-service quality and loyalty. However, limited research exists in the sports context. This paper provides valuable insight into the measurement of e-service quality and fan loyalty in the sport and offers a foundation for future marketing research.


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