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.

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 Service Quality Pada Koperasi PT. PLN (Persero) Wilayah Sumatera Barat (Factor Analysis)

2019 ◽  
Vol 9 (2) ◽  
pp. 162
Author(s):  
Dessi Susanti
Keyword(s):  
Service Quality ◽  
Exploratory Study ◽  
Dominant Factor ◽  
Personal Factor ◽  
Reliability Factor ◽  
A Value ◽  
Analysis Technique ◽  
West Sumatra ◽  
Study Population ◽  
Assurance Factor

The purpose of this study were 1) to determine the factors that influence service quality on cooperative PT. PLN (Persero) Region West Sumatra, (2) to determine dominant factor influencing service quality on cooperative PT. PLN. This research is an exploratory study. The study population was cooperative members which amounted to 393 people. and technique sampling which numbered 80 people. The data analysis technique used is the analysis of factors. The results showed, namely (1) the assurance factor with a value of eigenvalues of 7324, (2) the reliability factor with a value of eigenvalues of 4855, (3) The responsiveness factor with the value of eigenvalues of 1,727, (4) personal factor with eigenvalues value amounted to 1,294, (5) the empathy factor with eigenvalues value of 1,081, and, 6) the tangibles factor with eigenvalues value of 1,039. In generally the service quality can be categorized as good, because the value of eigenvalues formed above 1. The author suggests to further improve assurance factor for the most dominant factor influencing service quality on cooperative PT. PLN. reliability factor, responsiveness factor, tangibles factor, personal factor and empathy factor also need to be considered, because these factors also affect the service quality on cooperative PT. PLN (Persero) Region West Sumatra.

Measuring Service Quality in The Context of Higher Education in Vietnam

2013 ◽  
pp. 77-90
Author(s):  
Yen Nguyen Thi Hoang
Keyword(s):  
Higher Education ◽  
Service Quality ◽  
Exploratory Study ◽  
Measurement Scale ◽  
Education Service ◽  
The Subject

This paper focuses on the understanding of service quality in the context of Vietnamese universities. It proposes an approach for measuring the quality of the higher education service provided by universities in Vietnam. Firstly, an exploratory study was conducted. Then, the set of items which were generated became the subject of a questionnaire that was then administered to 675 students of a Vietnamese university to determine the dimensions of higher education service quality in this context. The obtained results permit us to appropriate a measurement scale which is slightly different from the SERVQUAL scale widely known as the standard for measuring service quality. The results also show that tangible elements, responsiveness and assurance seem to be three specific dimensions of the higher education service of Vietnamese universities.

Online Retail Service Quality: Scale Development and Validation

2021 ◽  
pp. 097226292110112
Author(s):  
Biranchi Narayan Swar ◽  
Rajesh Panda
Keyword(s):  
Service Quality ◽  
Technology Acceptance ◽  
Ease Of Use ◽  
Measurement Scale ◽  
Future Research ◽  
Market Place ◽  
Online Retail ◽  
Online Retailers ◽  
Retail Service ◽  
Retail Service Quality

The growth of online retailing has created an opportunity to create a scale specifically for online retail services. At the same time, the increasing rate of internet penetration in India coupled with electronic banking and wallets has formed new market place for many online retailers. In this context, to gain competitive advantage, the online retailers should provide better service quality. Thus, the present research tries to know the various constructs of retail service quality (RSQ) in online format and develop a measurement scale. The study has borrowed the constructs from ‘Retail Service Quality’ (RSQ) and ‘Technology Acceptance Model’ (TAM). For this purpose, we collected data from 600 respondents. The scale has been confirmed and validated by using CFA. The study confirmed that online RSQ (ORSQ) scale consists of four constructs: ‘Ease of Use’, ‘Problem Solving’, ‘Policy’ and ‘Reliability’ with 18 variables. The article has concluded and validated a scale for ORSQ which can help the online retailers to design their service offering. The implications of the ORSQ scale for practitioners, as well as for future research, are discussed in this article.

scholarly journals An Exploratory Study of Length and Frequency of Internet Banking Usage

2007 ◽  
Vol 2 (1) ◽  
pp. 76-85
Author(s):  
Booi Hon Kam ◽  
Hernan Riquelme
Keyword(s):  
Customer Satisfaction ◽  
Foreign Exchange ◽  
Exploratory Study ◽  
Internet Banking ◽  
Ease Of Use ◽  
Market Segments ◽  
Customer Base ◽  
Banking Service ◽  
The Impact ◽  
Exchange Transactions

The advent of Internet has provided banks an opportunity to reduce costs, increase customer base, and mass customize by delivering their products and services through this medium. A flurry of studies on Internet banking (IB) has since emerged. The majority of these studies, however, have been directed to either IB adoption or IB service quality delivery. With few exceptions, the impact that customer satisfaction with e-banking service qualities has on IB usage remains unexplored. This study examines a sample of Australian IB users based on their frequency and length of usage. The results show that as customers become more acclimatized to IB, they use these services more often. Further, daily and frequent IB users are more pleased with “ease of use” and “aesthetics” and tend to use IB more for electronic fund transfer and foreign exchange transactions than the less frequent users. The findings suggest that banks need to develop more customized services since there are distinct market segments with different banking requirements.

Factors Influencing Citizens' Intention to Use E-Government Services

2017 ◽  
Vol 13 (1) ◽  
pp. 14-32 ◽  
Author(s):  
Isaac Kofi Mensah ◽  
Mi Jianing ◽  
Dilawar Khan Durrani
Keyword(s):  
Service Quality ◽  
Technology Acceptance ◽  
Ease Of Use ◽  
Perceived Usefulness ◽  
Intention To Use ◽  
Perceived Ease Of Use ◽  
Korean Students ◽  
Moderation Effect ◽  
Perceived Service Quality ◽  
Government Services

The purpose of this research paper is to investigate the determinates of Korean students in China to use e-government services. A total of 400 structured research questionnaire instruments was designed and administered to potential respondents of which 93.75% responded. The Technology Acceptance Mode (TAM) was used as a theoretical framework for this study. The data gathered was analyzed with SPSS version 20. The results show that all the predictors (Perceived Usefulness, Perceived Ease of Use, Perceived Service Quality, and Citizen Trust) investigated are significant positive determiners of Korean students' intention to adopt and use e-government services. The results further indicated that Citizen Trust positively and significantly moderated the positive relationship between perceived ease of use, perceived service quality and intention to use e-government services but failed to show any positive moderation effect on perceived usefulness and intention to use e-government services. The implications of these findings are further discussed.

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