Log in

Relevant bibliographies by topics / E-service quality / Journal articles

To see the other types of publications on this topic, follow the link: E-service quality.

Journal articles on the topic 'E-service quality'

Author: Grafiati

Published: 4 June 2021

Last updated: 26 July 2025

Create a spot-on reference in APA, MLA, Chicago, Harvard, and other styles

Select a source type:

Consult the top 50 journal articles for your research on the topic 'E-service quality.'

Next to every source in the list of references, there is an 'Add to bibliography' button. Press on it, and we will generate automatically the bibliographic reference to the chosen work in the citation style you need: APA, MLA, Harvard, Chicago, Vancouver, etc.

You can also download the full text of the academic publication as pdf and read online its abstract whenever available in the metadata.

Browse journal articles on a wide variety of disciplines and organise your bibliography correctly.

1

Hidayah, Riski Taufik, and Eristy Minda Utami. "E-SERVICE QUALITY AND E–RECOVERY SERVICE QUALITY ON E–SATISFACTION LAZADA.COM." JRMSI - Jurnal Riset Manajemen Sains Indonesia 8, no. 2 (2017): 258. http://dx.doi.org/10.21009/jrmsi.008.2.05.

Full text

Abstract:

The purpose of thus research is to find the impact of e-service quality and e – recovery service quality toward e-satisfaction of consumer at online marketplace Lazada. This research is triggered by the decreasing percentage of Top Brand Award on every category Lazada is in. Even though Lazada as an online service provider has done several effort to improve their service quality and respon to each complain in a well manner. The methods used in this research is descriptive and verificative. The population in this research are Lazada consumer whom conducted a complaint after they buy a product f

APA, Harvard, Vancouver, ISO, and other styles

2

El-Gamal, Sarah, Rasha Abd El Aziz, and Mohamed Farouk Abouelseoud. "E-Government Service Quality." International Journal of Electronic Government Research 18, no. 1 (2022): 1–21. http://dx.doi.org/10.4018/ijegr.288072.

Full text

Abstract:

This study investigates the key e-government service quality dimensions affecting customer satisfaction in e-government services. The 'consistency' mediation role between customer satisfaction and e-service quality is explored besides the moderation role of 'awareness' between customer satisfaction and e-service quality. A quantitative approach is adopted, where a semi-structured web-based questionnaire is developed and sent to 800 users of e-government services. A total of 350 responses were considered valid records. Data collected is analyzed using the structural equation modeling, where SPS

APA, Harvard, Vancouver, ISO, and other styles

3

Hidayah, Riski Taufik, Muhammad Dzil Fadhli Tauwli, and Nugraha Saefudin. "The Effects of Mobile Service Quality and E-Recovery Service Quality on E-Satisfaction in Bukalapak Application Users." International Journal of Psychosocial Rehabilitation 24, no. 02 (2020): 3087–92. http://dx.doi.org/10.37200/ijpr/v24i2/pr200613.

Full text

APA, Harvard, Vancouver, ISO, and other styles

4

Ali, Javed, Ahmad Jusoh, NorHalima Idris, Alhamzah F. Abbas, and Ahmed H. Alsharif. "Everything is Going Electronic, so do Services and Service Quality: Bibliometric Analysis of E-Services and E-Service Quality." International Journal of Interactive Mobile Technologies (iJIM) 15, no. 18 (2021): 148. http://dx.doi.org/10.3991/ijim.v15i18.24519.

Full text

Abstract:

The purpose of the study was to explore the developments in ‘e-services and e-service quality’ from 2000 to 2020. Data Source: Scopus database was used to conduct the bibliometric analysis of 404 documents. Method: VOSviewer soft-ware was used to analyse the research articles associated with ‘e-services and e-service quality’ research. Search was limited to keywords of ‘e-services OR e-service and e-service quality’. Findings: Results revealed that the field of ‘Busi-ness, Management and Accounting’ had the highest number of publications. To-tal Quality Management and Business Excellence was f

APA, Harvard, Vancouver, ISO, and other styles

5

Wael, Jabbar Abed Al-nidawi, kamil Jaafar al-wassiti Saba, Athab Maan Mahdi, and Othman Marini. "A Review In E-Government Service Quality Measurement." Indonesian Journal of Electrical Engineering and Computer Science 10, no. 3 (2018): 1257–65. https://doi.org/10.11591/ijeecs.v10.i3.pp1257-1265.

Full text

Abstract:

Governments are responsible for providing services to the public easily, efficiently, therefore they introduced electronic government as a way to minimize costs, enhance services, save time and augment performance and efficacy in the public sector. E-service Quality is one of the critical issues in the failure or success of e-government projects. It promotes the efficiency and effectiveness of governments and the relationships with users and enhances their satisfactions. Measurement of e-service quality is a complex process because it depends on citizens" perception that is difficult to be rea

APA, Harvard, Vancouver, ISO, and other styles

6

Benaroch, Michel, and Ajit Appari. "Pricing e-service quality risk in financial services." Electronic Commerce Research and Applications 10, no. 5 (2011): 534–44. http://dx.doi.org/10.1016/j.elerap.2010.11.007.

Full text

APA, Harvard, Vancouver, ISO, and other styles

7

Yovian, Yovian, and Novandra Rhezza Pratama. "Examining The Impact of E-Service Quality and E-Recovery Service Quality in Digital Public Services in Indonesia." Journal of World Science 4, no. 6 (2025): 754–68. https://doi.org/10.58344/jws.v4i6.1426.

Full text

Abstract:

Digital government services are increasingly delivered through applications that interact directly with users and offer the potential to enhance public service efficiency. This study investigates the impact of e-service quality and e-recovery service quality on customer experience, satisfaction, and loyalty within the context of digital public services. Constructs such as efficiency, fulfilment, security, and availability represent e-service quality, while compensation, responsiveness, and contact reflect e-recovery service quality. The relationships between these constructs and the dimensions

APA, Harvard, Vancouver, ISO, and other styles

8

Situmorang, Benson Marnata, Yolanda Masnita, and Kurniawati Kurniawati. "Customer Perceptions of E-Service Quality and E-Recovery On E-Commerce." Global Research Review in Business and Economics 9, no. 4 (2023): 46–60. http://dx.doi.org/10.56805/grrbe.23.9.4.20.

Full text

APA, Harvard, Vancouver, ISO, and other styles

9

Çelik, Kamil. "The effect of e-service quality and after-sales e-service quality on e-satisfaction." Business & Management Studies: An International Journal 9, no. 3 (2021): 1137–55. http://dx.doi.org/10.15295/bmij.v9i3.1898.

Full text

Abstract:

This study investigates the effects of e-service quality and after-sales e-service dimensions of e-commerce sites on customers' e-satisfaction. E-commerce site hepsiburada.com operating in Turkey, was selected as an example for their e-commerce website. The survey method collected the data, and 417 hepsiburada.com customers reached by random sampling method were included in the study. E-S-QUAL and E-RecS-QUAL scales were used to measure the concepts of e-service quality and after-sales e-service quality. The data were analyzed by confirmatory factor analysis and structural equation model. Acco

APA, Harvard, Vancouver, ISO, and other styles

10

Rizka Khairuna Tambusai, Suci. "PENGARUH E-SERVICE QUALITY DAN E-RECOVERY SERVICE QUALITY TERHADAP E-CUSTOMER SATISFACTION DAN E-CUSTOMER LOYALTY." Profit 13, no. 02 (2019): 72–79. http://dx.doi.org/10.21776/ub.profit.2019.013.02.8.

Full text

APA, Harvard, Vancouver, ISO, and other styles

11

Santos, Jessica. "E‐service quality: a model of virtual service quality dimensions." Managing Service Quality: An International Journal 13, no. 3 (2003): 233–46. http://dx.doi.org/10.1108/09604520310476490.

Full text

APA, Harvard, Vancouver, ISO, and other styles

12

Ingaldi, Manuela. "E-Service Quality Assessment According to Hierarchical Service Quality Models." Management Systems in Production Engineering 30, no. 4 (2022): 311–18. http://dx.doi.org/10.2478/mspe-2022-0040.

Full text

Abstract:

Abstract E-commerce is becoming more and more popular. The COVID-19 pandemic made its development even faster. Currently, an enterprise that does not provide its services via the Internet is suffering heavy losses. Online shopping is largely different from traditional purchases, so their assessment should be made on the basis of different criteria. The aim of the paper was to assess the quality of services provided by the selected e-shop, in terms of its commercial services. The first stage of the research was the analysis of the literature in terms of hierarchical models of e-service quality,

APA, Harvard, Vancouver, ISO, and other styles

13

Pradnyana, I. Putu Gede Dipta. "The Effect of Service Quality and E-Service Quality on Customer Satisfaction in Bukit Vista Hospitality Customers." International Journal of Review Management Business and Entrepreneurship (RMBE) 3, no. 1 (2023): 64–75. http://dx.doi.org/10.37715/rmbe.v3i1.3932.

Full text

Abstract:

In the current digital era, service quality has developed into e-service quality (E-SERVQUAL) which contributes passively and actively to services through electronic media to facilitate service delivery to consumers. Bukit Vista Hospitality is a hospitality villa management company that utilizes conventional and online services to support its services to consumers to be able to provide a competitive advantage in the market. The study used quantitative methods by collecting data for 208 respondents using purposive sampling technique which was analyzed using multiple linear regression analysis u

APA, Harvard, Vancouver, ISO, and other styles

14

Dr., V. Ramanujam, and P. Parthiban Mr. "A STUDY ON EXPECTED SERVICE QUALITY FACTORS BY THE MARKETER IN E-MARKETING IN INDIA." International Journal of Engineering Technologies and Management Research 6, no. 11 (2019): 71–78. https://doi.org/10.5281/zenodo.3568281.

Full text

Abstract:

In the present study, the descriptive research design has been administered. Since this research describes the characteristics of the marketers in e-marketing, it is concerned with descriptive in nature. Meanwhile, this study analyze the e-marketing behavior and its antecedents, e-services quality, service failure in e-marketing, its relationship with the profile of the marketers, it seems to be diagnostic in nature. In total, 535 marketers were identified by popular web service providers namely Pronet, Satyam, Airtel and BSNL. Hence the present study has made an attempt to fill up the researc

APA, Harvard, Vancouver, ISO, and other styles

15

Oktafeza, Arinda, Huriyatul Akmal, and Wushi Adilla Arsyi. "Enhancing Consumer Satisfaction: E-Service Quality, E-Trust, E-Wom, and Linkaja Sharia Services." Al Urwah : Sharia Economics Journal 2, no. 01 (2024): 10–22. http://dx.doi.org/10.61536/alurwah.v2i01.41.

Full text

Abstract:

This study investigates what influences consumer satisfaction with LinkAja Sharia Services, focusing on how user decisions play a role. It looks at factors like E-service quality, E-trust, and E-wom (electronic word-of-mouth) and how they affect user decisions and satisfaction. Utilizing Probability Sampling with a sample size of 165 respondents using the Simple Random Sampling method, the findings show that while E-service quality and E-trust have minor effects on user decisions, E-wom has a significant positive influence. E-service quality and E-trust positively impact consumer satisfaction,

APA, Harvard, Vancouver, ISO, and other styles

16

Adenigbo, Adedotun, Joash Mageto, Hemisha Makan, and Rose Luke. "Service quality of e-hailing taxi services in Johannesburg." Acta logistica 10, no. 04 (2023): 537–48. http://dx.doi.org/10.22306/al.v10i4.429.

Full text

Abstract:

The study examines the service quality dimensions of e-hailing taxi services for passenger flow in Johannesburg. The objective is to determine the major service quality characteristics that affect customer satisfaction for using e-hailing taxis in Johannesburg. Questionnaires were randomly distributed to 499 e-hailing taxi users in Johannesburg. This study identified and tested service quality dimensions relevant to passengers’ desire for a transport service. The study added safety and affordability to the traditional five service quality factors for analysis. The data collected were subjected

APA, Harvard, Vancouver, ISO, and other styles

17

Stamenkov, Gjoko, and Zamir Dika. "A sustainable e-service quality model." Journal of Service Theory and Practice 25, no. 4 (2015): 414–42. http://dx.doi.org/10.1108/jstp-09-2012-0103.

Full text

Abstract:

Purpose – Providing high service quality is a necessary but insufficient criterion for success. Service quality must be sustained longitudinally. The purpose of this paper is to propose a sustainable e-service quality model by presenting results from a mixed-method study conducted in the Republic of Macedonia’s banking industry. Sustainable e-service quality is the ability to deliver services continually with sustainable high quality, and the ability to manage and maintain customer satisfaction and loyalty. The authors scrutinized sustainable quality from an e-services perspective. Design/meth

APA, Harvard, Vancouver, ISO, and other styles

18

Akıl, Siber, and Mustafa Cahit Ungan. "E-Commerce Logistics Service Quality." Journal of Electronic Commerce in Organizations 20, no. 1 (2022): 1–19. http://dx.doi.org/10.4018/jeco.292473.

Full text

Abstract:

With the recent developments in technology, globalization, and COVID 19 pandemic, the volume of e-commerce logistics activity has been growing rapidly. However, a literature review for this study indicated that there is a lack of research on commerce logistics service quality. This study intends to fill this gap in the literature. It aims to identify the e-commerce logistics service quality factors that affect customer satisfaction. It is also interested in identifying if there is any relationship between the satisfaction of e-commerce customers and their loyalty. Data from 1562 e-commerce cus

APA, Harvard, Vancouver, ISO, and other styles

19

Cristobal, Eduard, Carlos Flavián, and Miguel Guinalíu. "Perceived e‐service quality (PeSQ)." Managing Service Quality: An International Journal 17, no. 3 (2007): 317–40. http://dx.doi.org/10.1108/09604520710744326.

Full text

APA, Harvard, Vancouver, ISO, and other styles

20

Lin, Yong, Jing Luo, Shuqin Cai, Shihua Ma, and Ke Rong. "Exploring the service quality in the e-commerce context: a triadic view." Industrial Management & Data Systems 116, no. 3 (2016): 388–415. http://dx.doi.org/10.1108/imds-04-2015-0116.

Full text

Abstract:

Purpose – The purpose of this paper is to explore the quality factors influencing customer satisfaction in the electronic commerce (e-commerce) context using a triadic view of customer-e-retailer-third-party logistics provider, and to investigate the impacts of service quality on customer satisfaction and loyalty in the e-retailing supply chain. Design/methodology/approach – A literature review is used to determine the conceptual model and develop the measurement scales. Data are collected through a web survey mainly conducted in China. Structural equation modeling is used to analyze the colle

APA, Harvard, Vancouver, ISO, and other styles

21

Alanezi, Mohammed Ateeq, and Ali Sellami. "An Unified Framework for Measuring E-Service Quality." Engineering, Technology & Applied Science Research 9, no. 3 (2019): 4249–54. https://doi.org/10.5281/zenodo.3249162.

Full text

Abstract:

Companies continually seek efficiency by utilizing the rapid advances in technology to improve their electronic services (e-services). A perusal of the literature shows varying approaches for measuring e-service quality; these approaches have found little consent among reviewers. Therefore, this study attempts to provide a new framework, a roadmap, as a useful model for researchers to measure user perception of e-service quality. For this model, an extensive study is carried and these study findings indicate that system functionality, procedure, content, user support, and manageability should

APA, Harvard, Vancouver, ISO, and other styles

22

Theresiawati, Theresiawati, Henki Bayu Seta, and Artika Arista. "Implementing quality function deployment using service quality and Kano model to the quality of e-learning." International Journal of Evaluation and Research in Education (IJERE) 12, no. 3 (2023): 1560. http://dx.doi.org/10.11591/ijere.v12i3.25511.

Full text

Abstract:

<span lang="EN-US">E-learning has become an important aspect of university education. System evaluation must be carried out by higher education management to identify the number of e-learning successes and future improvement efforts. Three research methodologies were used in this study to measure, classify, and translate service quality into an improvement process, namely SERVQUAL, Kano model, and quality functional deployment (QFD). A survey involving 219 UPN “Veteran” Jakarta students as e-learning users were done to examine the developed methodology. The partial least square (PLS) met

APA, Harvard, Vancouver, ISO, and other styles

23

Theresiawati, Henki Bayu Seta, and Artika Arista. "Implementing quality function deployment using service quality and Kano model to the quality of e-learning." International Journal of Evaluation and Research in Education (IJERE) 12, no. 3 (2023): 1560–71. https://doi.org/10.11591/ijere.v12i3.25511.

Full text

Abstract:

E-learning has become an important aspect of university education. System evaluation must be carried out by higher education management to identify the number of e-learning successes and future improvement efforts. Three research methodologies were used in this study to measure, classify, and translate service quality into an improvement process, namely SERVQUAL, Kano model, and quality functional deployment (QFD). A survey involving 219 UPN “Veteran” Jakarta students as e-learning users were done to examine the developed methodology. The partial least square (PLS) method was used

APA, Harvard, Vancouver, ISO, and other styles

24

Prabhavathy, R., S. Senthilkumar Dr., K. Subathra Dr., Thomas Jinu Rohan, and Arun Kumar Paul. "Impact of service quality on service loyalty in e-commerce firms." Journal of Scientific Research and Technology (JSRT) 1, no. 5 (2023): 12–16. https://doi.org/10.5281/zenodo.8227305.

Full text

Abstract:

E - Commerce offers consumers a more convenient way to shop for the products or services they need without having to visit a retailer's physical location to make a purchase. Service Quality is a customer's comparison of service expectations as it relates to a company's performance. This study will be an extensive inquiry related to servicse quality on service loyalty in e-commerce firms. The research design adopt for the study is descriptive research. Descriptive research will be done to describe data and characteristics about the population or phenomenon being study. The associati

APA, Harvard, Vancouver, ISO, and other styles

25

B. Muthukrishnan, B. Muthukrishnan, D. Ramadevi D.Ramadevi, and Dr S. A. Senthil kumar Dr.S.A.Senthil kumar. "E-BANKING SERVICE QUALITY: LOOK AHEAD TOWARDS CUSTOMERS PERCEPTION." International Journal of Scientific Research 3, no. 2 (2012): 251–53. http://dx.doi.org/10.15373/22778179/feb2014/80.

Full text

APA, Harvard, Vancouver, ISO, and other styles

26

Singh, Balbinder. "Internet Anxiety, Internet Self-Efficacy and E-Service Quality." International Journal of Science and Research (IJSR) 12, no. 11 (2023): 815–19. http://dx.doi.org/10.21275/sr231110002413.

Full text

APA, Harvard, Vancouver, ISO, and other styles

27

Aba, Kristine, Jimmy Jr. Nalilin, Rikki Jian Gamot, Princess Ann Inovejas, Austin Baylon, and John Paul G. Buenaventura. "CUSTOMER SATISFACTION ON THE E- SERVICE QUALITY AND FOOD QUALITY OF SELECTED ONLINE DELIVERIES." Ignatian International Journal for Multidisciplinary Research 2, no. 5 (2024): 962–83. https://doi.org/10.5281/zenodo.11180058.

Full text

Abstract:

This research study focuses on the satisfaction of consumers regarding the quality of e-services and food provided by two distinct online delivery applications, namely food delivery service and .Assessing millennial satisfaction in regards to the Dwi Suhartanto-introduced online food delivery service framework in 2019 is critical to figuring out the features and customer satisfaction levels pertaining to the quality of the food and e-services offered by the selected online delivery platforms.. Employing a comparative quantitative approach, this research utilized a questionnaire-based survey an

APA, Harvard, Vancouver, ISO, and other styles

28

Pham, Long, Stan Williamson, and Ronald Berry. "Student Perceptions of E-Learning Service Quality, E-Satisfaction, and E-Loyalty." International Journal of Enterprise Information Systems 14, no. 3 (2018): 19–40. http://dx.doi.org/10.4018/ijeis.2018070102.

Full text

Abstract:

With the growing ubiquity of the Internet and the continued evolution of the Internet of Things, universities are focusing more on web-based strategies to deliver higher education (i.e., e-learning). In spite of this, few studies on e-learning service quality have been conducted to examine the effectiveness of these efforts. This study seeks to identify primary e-learning service quality dimensions and to examine the relationships among e-learning service quality dimensions, overall e-learning service quality, e-learning satisfaction and e-learning loyalty as perceived by e-students in the col

APA, Harvard, Vancouver, ISO, and other styles

29

Dian, Artanti Arubusman, Jasfar Farida, Hady Hamdy, Kristaung Robert, and Arafah Willy. "Building E-Loyalty Formed by E-Recovery Service Quality Mediated by E-Service Recovery Satisfaction and E-commitment on Online Travel Agent Customers in Indonesia." JOURNAL OF ECONOMICS, FINANCE AND MANAGEMENT STUDIES 5, no. 12 (2022): 3970–80. https://doi.org/10.5281/zenodo.7496273.

Full text

Abstract:

On current situation, competition to get the highest number of visitors among online travel agents in Indonesia is getting tighter. Online travel agents have tried to create long-term relationships with customers, but for online travel agents, there is a situation can be happened about the service failure that can’t be avoided. Online travel agents need to adjust e-service quality, especially when a service failure occurs where quality service recovery through websites or applications needs to be provided. The level of e-service recovery satisfaction and e-commitment is felt to be very n

APA, Harvard, Vancouver, ISO, and other styles

30

N, Sathiyavany,, and Shivany, S. "E-Banking Service Qualities, E-Customer Satisfaction, and e-Loyalty: A conceptual Model." International Journal of Social Sciences and Humanities Invention 5, no. 6 (2018): 4808–19. http://dx.doi.org/10.18535/ijsshi/v5i6.08.

Full text

Abstract:

Today, the increasing digitalization makes the service industry like banks provide e-banking services or online banking in order to access the competitive advantage and dedicate much market share for themselves as it has crucial role in increasing the organizational profitability and customers’ satisfaction and loyalty, the quality of e-banking services is of great importance in e-banking studies. Little attentions were given to review of literature to formulate model as a guide for empirical test. This is a research paper in progress paper discussing the interaction among the E-Banking Servic

APA, Harvard, Vancouver, ISO, and other styles

31

Al-Nidawi, Wael Jabbar Abed, Saba Kamil Jaafar Al-Wassiti, Mahdi Athab Maan, and Marini Othman. "A Review in E-Government Service Quality Measurement." Indonesian Journal of Electrical Engineering and Computer Science 10, no. 3 (2018): 1257. http://dx.doi.org/10.11591/ijeecs.v10.i3.pp1257-1265.

Full text

Abstract:

<span lang="EN-US">Governments are responsible for providing services to the public easily, efficiently, therefore they introduced electronic government as a way to minimize costs, enhance services, save time and augment performance and efficacy in the public sector. E-service Quality is one of the critical issues in the failure or success of e-government projects. It promotes the efficiency and effectiveness of governments and the relationships with users and enhances their satisfactions. Measurement of e-service quality is a complex process because it depends on citizens’ perception th

APA, Harvard, Vancouver, ISO, and other styles

32

Fotiadis, Thomas. "Customer Participation, e-Service Quality, Satisfaction: (e)Service Dominant Logic Trinity." Journal of Promotion Management 25, no. 3 (2019): 394–418. http://dx.doi.org/10.1080/10496491.2019.1557818.

Full text

APA, Harvard, Vancouver, ISO, and other styles

33

Nemati, Babak, Hossein Gazor, Seyed Norollah MirAshrafi, and Kianoush Nazari Ameleh. "Analyzing e-service quality in service-based website by E-SERVQUAL." Management Science Letters 2, no. 2 (2012): 727–34. http://dx.doi.org/10.5267/j.msl.2011.12.001.

Full text

APA, Harvard, Vancouver, ISO, and other styles

34

Chmeis, Suzanne, and Rushdi Zaiter. "The impact of e-service quality on e-loyalty through the mediating effects of e-satisfaction and e-trust in Lebanon." Technium Social Sciences Journal 60 (August 9, 2024): 188–99. http://dx.doi.org/10.47577/tssj.v60i1.10453.

Full text

Abstract:

businesses to reach customers. E-service quality is an online company's customer service. It includes website design, navigation, responsiveness, security, dependability, and customer support. E-commerce has grown due to its convenience, speed, and accessibility. Online businesses' success depends on e-service quality. When e-services are good, customers return. Poor e-service quality can occur. Poor e-service quality can turn customers away. Online businesses must offer high-quality e-services to satisfy customers and stay competitive. E-service quality affected e-loyalty. Website efficiency—

APA, Harvard, Vancouver, ISO, and other styles

35

Zehir, Cemal, and Elif Narcıkara. "E-Service Quality and E-Recovery Service Quality: Effects on Value Perceptions and Loyalty Intentions." Procedia - Social and Behavioral Sciences 229 (August 2016): 427–43. http://dx.doi.org/10.1016/j.sbspro.2016.07.153.

Full text

APA, Harvard, Vancouver, ISO, and other styles

36

Cobelli, Nicola, Angelo Bonfanti, Serena Cubico, and Giuseppe Favretto. "Quality and perceived value in career guidance e-services." International Journal of Quality and Service Sciences 11, no. 1 (2019): 53–68. http://dx.doi.org/10.1108/ijqss-12-2017-0114.

Full text

Abstract:

Purpose This paper aims to empirically examine career guidance services in terms of e-service quality, information quality and perceived value. It specifically examines students’ perceptions of quality to explore the effects of e-service quality and information quality on perceived value. Design/methodology/approach Students from the University of Verona participated in a quantitative survey, and 119 questionnaires were collected to assess the perceptions of respondents on e-service quality, information quality and perceived value about the career guidance e-service. Findings The results indic

APA, Harvard, Vancouver, ISO, and other styles

37

Ayo, Charles k., Aderonke Atinuke Oni, Oyerinde J. Adewoye, and Ibukun O. Eweoya. "E-banking users’ behaviour: e-service quality, attitude, and customer satisfaction." International Journal of Bank Marketing 34, no. 3 (2016): 347–67. http://dx.doi.org/10.1108/ijbm-12-2014-0175.

Full text

Abstract:

Purpose – The purpose of this paper is to investigate factors affecting e-banking usage based on electronic service (e-service) quality, attitude and customer satisfaction. Design/methodology/approach – A conceptual model to investigate factors that influence e-banking usage was developed based on review of existing literature. The model employed e-services quality variable, diffusion of innovation construct and self-efficacy to better reflect the users’ views of e-banking usage. Data collected from 254 e-banking users were used to test the model. The data were analysed based on PLS-SEM using

APA, Harvard, Vancouver, ISO, and other styles

38

Radwan Alnsour, Ibrahim, and Mohammad Yousef Alghadi. "Impact of Cloud Services and Services Quality on Competitive Service Quality of Islamic Banks: Moderating role of consumer e-learning." Data and Metadata 4 (April 11, 2025): 898. https://doi.org/10.56294/dm2025898.

Full text

Abstract:

Introduction: The main aim of the current study is to explore the moderating impact of consumer e-learning on the relationship between cloud services, service quality, and competitive service quality in Islamic banks. With the growing reliance on digital banking and cloud technologies, understanding how e-learning can enhance the effectiveness of these services and improve consumer perception is crucial. The research focuses on examining these variables in the context of Islamic banking, where service quality is often directly linked to customer satisfaction and competitive advantage.Methods:

APA, Harvard, Vancouver, ISO, and other styles

39

Fadhil, Muhammad, and Sri Rahayu Hijrah Hati. "Multigroup Analysis of E-Service Quality, Satisfaction, and Loyalty in E-Grocery Services." Jurnal Akuntansi, Keuangan, dan Manajemen 6, no. 3 (2025): 797–814. https://doi.org/10.35912/jakman.v6i3.4456.

Full text

Abstract:

Purpose: E-Grocery is a business-to-consumer (B2C) e-Commerce with the main objective of selling groceries online. The characteristics of this service include using a digital system (application/website) and sending goods immediately (door-step delivery). Amid the widespread use of e-Grocery, this study explores the relationship between e-Service Quality, e-Satisfaction, and e-Loyalty for e-Grocery products in Indonesia. Methodology: The data collected in this study were obtained from 330 respondents who were e-grocery users in Indonesia. Results: The model was estimated using partial least sq

APA, Harvard, Vancouver, ISO, and other styles

40

Sembiring, Rizki Lauta, and Dorothy R. H. Pandjaitan. "The influence of website design, e-service quality, and e-recovery service quality of Lampung ecotourism on visitor satisfaction." Asian Journal of Economics and Business Management 1, no. 3 (2022): 279–85. http://dx.doi.org/10.53402/ajebm.v1i3.251.

Full text

Abstract:

The most crucial factor is that tourism managers must be able to adapt to technological advances, which must make it easier for tourists or visitors to access or make transactions if tourists are going to travel to tourist areas. Given how strategic the tourism sector is, it can become a new model and strategy in national economic development, accompanied by digitalizing services to make it easier for consumers or tourists. This study intends to show the Effect of Website Design, E-Service Quality, and E-Recovery Service Quality Ecotourism Lampung on Visitor Satisfaction in Kiluan Bay and Paha

APA, Harvard, Vancouver, ISO, and other styles

41

Lova, Anggil Nopra, and Indra Budaya. "Behavioral of Customer Loyalty on E-Commerce: The Mediating Effect of E-Satisfaction in Tiktok Shop." Journal of Scientific Research, Education, and Technology (JSRET) 2, no. 1 (2023): 61–73. http://dx.doi.org/10.58526/jsret.v2i1.43.

Full text

Abstract:

This study aims to find out and explain how the effect of e-service quality and e-recovery service quality on e-customer loyalty when online shopping is mediated by e-customer satisfaction at Tiktok shop, both directly and indirectly. this research is quantitative. The sampling method used was purposive sampling with a research instrument in the form of a questionnaire which was distributed to 280 respondents who had used the Tiktok shop service. The results showed that the e-services qaulity and recovery services quality had a direct effect on e-customer satisfaction and e-customer loyalty. E

APA, Harvard, Vancouver, ISO, and other styles

42

Gnaneswaran, V., P. S. Pujari, and R. R. Bishu. "Evaluating Website Quality Using E-Service Quality Dimensions." Proceedings of the Human Factors and Ergonomics Society Annual Meeting 52, no. 16 (2008): 1117–21. http://dx.doi.org/10.1177/154193120805201604.

Full text

APA, Harvard, Vancouver, ISO, and other styles

43

Asakdiyah, Salamatun, Jason Keith Bonaga, and Indro Prastowo. "Model of Student E-Loyalty Formation Through E-Service Quality and E-Satisfaction." Journal of Economic, Bussines and Accounting (COSTING) 7, no. 4 (2024): 6074–79. http://dx.doi.org/10.31539/costing.v7i3.9688.

Full text

Abstract:

The increasingly intense competition in higher education services is a major concern for universities to survive. One of the strategies universities can do to survive is the formation of student E-Loyalty through increasing student E-Service Quality and E-Satisfaction. This study aims to examine the effect of E-Service Quality on student E-Satisfaction, the effect of E-Satisfaction on student loyalty and the effect of E-Service Quality on student E-Loyalty mediated by student E-Satisfaction. In addition, the results showed that E-Service Quality affects student E-Loyalty which is mediated by s

APA, Harvard, Vancouver, ISO, and other styles

44

Thi Bich Thu, PHAM. "The Impact of E-Accounting Service Quality on Customer’s Repurchase Intention: The Role of Customer Satisfaction as A Mediator - A Case Study in Vietnam." International Journal of Business & Management Studies 04, no. 06 (2023): 21–30. http://dx.doi.org/10.56734/ijbms.v4n6a4.

Full text

Abstract:

E-accounting service is a term that pertains to electronic accounting, which encompasses accounting systems that use computer technology for the recording and handling of financial data within organizations (Noronha & Kulkarni, 2012). The market for e-accounting services in Vietnam is becoming increasingly vibrant and fiercely competitive among service providers (Vu, 2021). This study aims to evaluate the factors influencing the quality of e-accounting services and subsequently determine the impact of e-accounting service quality on customer’s repurchase intention through the mediating fac

APA, Harvard, Vancouver, ISO, and other styles

45

Ramdani, Rizal, and Shatina Saad. "E-SERVICE QUALITY AND CUSTOMER SATISFACTION ON E-COMMERCE PLATFORM TOWARDS APPAREL PRODUCTS IN INDONESIA." Journal of Information System and Technology Management 8, no. 31 (2023): 20–34. http://dx.doi.org/10.35631/jistm.831002.

Full text

Abstract:

Increasing online business on apparel product sales compelled it to provide the highest e-services quality to ensure customer satisfaction. Evaluating e-services quality and customer satisfaction was essential to increase customer interest in online purchasing. The purpose of this study was to investigate the relationship between e-service quality and customer satisfaction on e-commerce platform in Indonesia toward apparel products in Tokopedia. This research incorporated the SERVQUAL theory in modifying the variables that determine customer satisfaction. The sample comprises 353 students from

APA, Harvard, Vancouver, ISO, and other styles

46

Mulyana, Yaya, and Maun Jamaludin. "Effects of government electronic service quality on citizen satisfaction with integrated service delivery in urban areas." International Journal of Public Policy and Administration Research 10, no. 1 (2023): 24–33. http://dx.doi.org/10.18488/74.v10i1.3293.

Full text

Abstract:

In the effort to achieve good and effective public services to gain public satisfaction and trust, the use of public electronic services (e-services) is expected to improve service quality. Public e-services offer better options for processing digital data. With increasing internet access, the use of e-services as a vehicle for delivering various public services is a promising development in the public sector. By maintaining and improving service quality, especially in the public sector, the use of internet/online services or public e-services will make users feel more satisfied and increase p

APA, Harvard, Vancouver, ISO, and other styles

47

Ma̳ Sabiote, Carmen, Dolores Ma̳ Frías, and J. Alberto Castañeda. "E‐service quality as antecedent to e‐satisfaction." Online Information Review 36, no. 2 (2012): 157–74. http://dx.doi.org/10.1108/14684521211229011.

Full text

APA, Harvard, Vancouver, ISO, and other styles

48

Alanezi, M. A., and A. Sellami. "An Unified Framework for Measuring E-Service Quality." Engineering, Technology & Applied Science Research 9, no. 3 (2019): 4249–54. http://dx.doi.org/10.48084/etasr.2694.

Full text

Abstract:

Companies continually seek efficiency by utilizing the rapid advances in technology to improve their electronic services (e-services). A perusal of the literature shows varying approaches for measuring e-service quality; these approaches have found little consent among reviewers. Therefore, this study attempts to provide a new framework, a roadmap, as a useful model for researchers to measure user perception of e-service quality. For this model, an extensive study is carried and these study findings indicate that system functionality, procedure, content, user support, and manageability should

APA, Harvard, Vancouver, ISO, and other styles

49

Muhammad Farrukh, Adnan Akhter, Mutahher Ahmed, and Ahmad Abdul Rahman. "Unravelling E-Service Quality in E-Banking: Pathways to E-Satisfaction and E-Loyalty." Journal for Social Science Archives 3, no. 2 (2025): 222–39. https://doi.org/10.59075/jssa.v3i2.231.

Full text

Abstract:

This research aims to investigate the quality of electronic banking (e-banking) services and their impact on electronic satisfaction (e-satisfaction) and electronic loyalty (e-loyalty). A complete examination of the literature on service quality, e-banking, and customer satisfaction was conducted to develop a conceptual framework for the study. The study employed a survey method to collect data from 400 e-banking customers, and structural equation modeling was employed to analyze the data. The results disclose that e-service quality positively influences e-satisfaction and e-loyalty. Moreover,

APA, Harvard, Vancouver, ISO, and other styles

50

Florence, Jessica, and Ariesya Aprillia. "E-Satisfaction as a Mediator Between E-Service Quality, E-Trust, and E-Loyalty." APTISI Transactions on Management (ATM) 9, no. 2 (2025): 115–28. https://doi.org/10.33050/atm.v9i2.2434.

Full text

Abstract:

The rapid growth of online commerce has dramatically altered consumer be- havior, highlighting the crucial role of high-quality digital services and customer trust in establishing lasting customer loyalty. Nevertheless, the mediating effect of e-satisfaction on the relationship between e-service quality, e-trust, and e- loyalty still requires deeper exploration. The current research aims to analyze the mediating role of e-satisfaction in the relationship between e-service quality and e-trust toward e-loyalty among consumers engaging in online shopping activities in the Greater Bandung region.

APA, Harvard, Vancouver, ISO, and other styles

We offer discounts on all premium plans for authors whose works are included in thematic literature selections. Contact us to get a unique promo code!