scholarly journals Consumer Perception of E-Service Quality: From Internet Purchaser and Non-Purchaser Perspectives

1970 ◽  
Vol 19 (1) ◽  
pp. 19-42
Author(s):  
Zhilin Yang ◽  
Minjoon Jun
Keyword(s):  
Service Quality ◽  
Quality Assessment ◽  
Exploratory Study ◽  
Ease Of Use ◽  
Consumer Perception ◽  
Relative Importance ◽  
Internet Commerce ◽  
Reliability Factor ◽  
Quality Dimensions

This exploratory study expands the knowledge concerning service qualitydimensions in the context of Internet commerce, from the differing perspectivesof two groups: Internet purchasers and Internet non-purchasers. Six primaryservice quality dimensions perceived by Internet purchasers were uncovered:reliability, access, ease of use, personalization, security, and credibility whileseven dimensions were discovered for Internet non-purchasers: security, responsiveness,ease of use, reliability, availability, personalization, and access.When examining the relative importance of each dimension affecting overallservice quality assessment, the "reliability" factor was found to be the mostimportant dimension for Internet purchasers while Internet non-purchasersconsider "security" as their most critical concern.

scholarly journals Consumer Perception of E-Service Quality: From Internet Purchaser and Non-Purchaser Perspectives

1970 ◽  
Vol 25 (2) ◽  
pp. 59-84
Author(s):  
Zhilin Yang ◽  
Minjoon Jun
Keyword(s):  
Service Quality ◽  
Quality Assessment ◽  
Exploratory Study ◽  
Ease Of Use ◽  
Consumer Perception ◽  
Internet Commerce ◽  
Reliability Factor

This exploratory study expands the knowledge concerning service qualitydimensions in the context of Internet commerce, from the differing perspectives oftwo groups: Internet purchasers and Internet non-purchasers. Six primary servicequality dimensions perceived by Internet purchasers were uncovered: reliability, access,ease of use, personalization, security, and credibility while seven dimensionswere discovered for Internet non-purchasers: security, responsiveness, ease of use,reliability, availability, personalization, and access. When examining the relative importanceof each dimension affecting overal1 service quality assessment, the "reliability"factor was found to be the most important dimension for Internet purchaserswhile Internet non-purchasers consider "security" as their most critical concern.

M-shopping service quality dimensions and their effects on customer trust and loyalty: an empirical study

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ruoqing Zhang ◽  
Minjoon Jun ◽  
Sergio Palacios
Keyword(s):  
Service Quality ◽  
Customer Loyalty ◽  
Perceived Risk ◽  
Ease Of Use ◽  
Equation Modeling ◽  
Content Type ◽  
Mediating Role ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Customer Trust

PurposeThe present study seeks to identify the salient mobile shopping (m-shopping) service quality dimensions as perceived by mobile shoppers (m-shoppers) and examines the linkages between the derived m-shopping service quality dimensions, customer trust and customer loyalty.Design/methodology/approachThe research instrument is developed based upon the mostly validated measures of prior studies. A pretest of the questionnaire is conducted to assess the content validity of the measurement scales. An online survey is used to collect the required data. We employ structural equation modeling (SEM) to analyze data collected from 286 m-shoppers.FindingsWe identify five key m-shopping service quality dimensions: responsiveness, personalization, ease of use, aesthetics and perceived risk based on an extensive review of relevant literature. The SEM results show that all the five m-shopping service quality dimensions significantly impact, directly and/or indirectly, customer loyalty. Moreover, the results show that trust plays a partial mediating role in the effects of responsiveness and personalization on loyalty; a full mediating role in the effects of aesthetics and perceived risk on loyalty and no mediating role in the effect of ease of use on loyalty.Practical implicationsMobile retailers (m-retailers) can use the quality measurement tool developed in this study to detect service quality weaknesses and strengths. Based on their quality assessment, m-retailers can effectively allocate corporate resources to the important service quality attributes uncovered by this study, thereby improving their overall service quality performance and in turn expanding their loyal customer base.Originality/valuePrior studies have demonstrated that service quality and customer trust play a pivotal role in enhancing customer loyalty in both offline and online settings. Unfortunately, no research has empirically examined the relationships between service quality dimensions, trust and loyalty in the context of m-shopping. Therefore, a major contribution of this study is to address this research gap and add knowledge to the limited body of post-adoption m-shopping research.

How Does Transparency Complement Customer Satisfaction and Loyalty in the Restaurant Business?

2019 ◽  
Vol 20 (6) ◽  
pp. 1423-1444
Author(s):  
Shiv Ratan Agrawal ◽  
Divya Mittal
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Madhya Pradesh ◽  
Relative Importance ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Improve Service Quality ◽  
Customer Satisfaction And Loyalty

The study is an attempt to identify the preferred transparency components from customers’ viewpoint which complements customer satisfaction and loyalty through assurance and reliability in the Indian restaurant business. The study focused on the traditional restaurant settings in Madhya Pradesh (MP), India. A total of 477 usable responses were gathered from customers who dine out frequently in the traditional restaurants. The study disclosed the relative importance of transparency dimensions to improve service-quality dimensions (assurance and reliability) that in turn complement customer satisfaction and loyalty towards the restaurant business.

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.

An examination of the online service-profit chain

2015 ◽  
Vol 43 (8) ◽  
pp. 727-751 ◽  
Author(s):  
Grégory Bressolles ◽  
Francois Durrieu ◽  
Kenneth R Deans
Keyword(s):  
Service Quality ◽  
Web Sites ◽  
Ease Of Use ◽  
Future Research ◽  
Content Type ◽  
Online Retailers ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Information Aesthetics ◽  
Service Profit Chain

Purpose – The purpose of this paper is to study the service-profit chain (SPC) on e-service quality dimensions, online customer value (CV) dimensions, e-satisfaction, and e-loyalty in an e-commerce context. Design/methodology/approach – A total of 2,813 internet customers filled in an online questionnaire after completing a specified task on one of 28 wine web sites from seven countries. Findings – The results highlight the impact of the dimensions of e-service quality (information, aesthetics, ease of use, security/privacy, and reliability) on the dimensions of online CV (functional, economic, and social value) as they affect e-satisfaction, which in turn influences e-loyalty. The results validate the SPC in an e-commerce context and also stress the partial mediating role of the dimensions of online CV between the dimensions of e-service quality and e-satisfaction. Research limitations/implications – The sample may not exactly match the customer profile of the web sites analyzed. In order to generalize the results, future research should replicate this study with a customer sample from each web site. Future research could also take into account other variables that may have an influence on the relationships identified. Additionally it would be interesting to replicate the study in other industries and undertake longitudinal studies in one or more industries. Practical implications – From a managerial point of view, online retailers, especially in the wine sector, can positively affect CV, satisfaction, and loyalty by focussing on information, aesthetics, ease of use, security/privacy, and reliability. Originality/value – This paper is the first to study the SPC by examining service quality dimensions, CV dimensions, satisfaction, and loyalty in an online context. It extends the knowledge of online retailing by validating the SPC on the dimensions of traditional service concepts, such as service quality and CV. The findings can assist online retailers to better understand the dynamics of online customer relationships and the implications for customer satisfaction and ultimately loyalty.

scholarly journals E-Service Quality from Attributes to Outcomes: The Similarity and Difference between Digital and Hybrid Services

2020 ◽  
Vol 6 (4) ◽  
pp. 143
Author(s):  
Natalia Vatolkina ◽  
Elena Gorbashko ◽  
Nadezhda Kamynina ◽  
Olga Fedotkina
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Online Survey ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Outcome Variable ◽  
Quality Model ◽  
Repurchase Intentions ◽  
Quality Dimensions ◽  
Model Components

Our research goal is to offer an e-service quality model based on experience and multidimensional quality and compare its applicability for e-services to find differences and similarities in consumer perceptions and behavioral intentions. Additionally, we seek to compare attributes that compose quality dimensions for hybrid and digital e-services. The study was based on an online survey conducted in July–September 2019 among citizens and foreign residents in the Russian Federation. Respondents had to answer questions concerning a specific e-service brand to capture real consumer behavior. The data of 365 questionnaires were analyzed using the Spearman correlation to determine the relationship between the model components. Customer experience is a valid outcome variable in the e-service model that strongly influences customer satisfaction and repurchase intentions. The model proved to be equally valid for hybrid and digital e-services. The key differences between digital and hybrid e-services lie within the distribution of e-service attributes between quality dimensions. Ease of use and perceived usefulness are the most essential attributes that have a direct influence on customer satisfaction. The findings show the necessity of best practices diffused between different types of e-services and present an opportunity to widely spread research findings between different e-service sectors.

Perceived service quality and satisfaction of self-service technology

2015 ◽  
Vol 32 (4) ◽  
pp. 361-380 ◽  
Author(s):  
Bedman Narteh
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Banking Sector ◽  
Retail Banking ◽  
Ease Of Use ◽  
Security And Privacy ◽  
Privacy And Security ◽  
Content Type ◽  
Bank Managers ◽  
Quality Dimensions

Purpose – The purpose of this paper is to propose and investigate the dimensions of automated teller machine (ATM) service quality and their relationship with customer satisfaction in the retail banking sector. Design/methodology/approach – A structured questionnaire gleaned from the literature was used to collect data from 530 ATM customers of 15 banks in Ghana. Descriptive statistics, confirmatory factor analysis were used to identify the dimensions of ATM service quality and their relationship with customer satisfaction. Findings – The study found convenience, reliability, ease of use, privacy and security, responsiveness and fulfillment to be the major dimensions of ATM service quality. Apart from security and privacy, these dimensions are significantly related to customer satisfaction. Practical implications – The ATM quality dimensions found in this study provide practical guidelines for bank managers to improve customer experience with ATMs. The relative importance of the factors identified in the study also provide managers with a sense of what issues to focus on in order to improve service delivery through the ATMs. Originality/value – The ATM service quality dimensions found in this study have enriched knowledge in electronic banking usage in developing countries such as Ghana. In addition, the study also provides bank managers with insights into how to improve customer satisfaction in retail banking through the usage of ATMs.

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