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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.
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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 research gap with the help of proposed research model.
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Kusumahadi, Krishna, Widya Sastika, and Fanni Husnul Hanifa. "E-ServiceQuality Model and Kano Model: An Integration Improvement on Service Quality in E-Commerce Services." International Journal of Entrepreneurship, Business and Creative Economy 2, no. 1 (2022): 67–80. http://dx.doi.org/10.31098/ijebce.v2i1.738.
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Indonesia has become the largest e-commerce market in South East Asia. According to Wearesocial and Hootsuite data, around 90% of internet users in Indonesia have experienced online shopping. In 2019, the e-commerce market's capital value in Indonesia reached USD 21 Million or about Rp 294 trillion. Based on McKinsey Report, the e-commerce industry in Indonesia is predicted to reach USD 40 million in 2022. The increase of online shopping activity reached 400% during the 2020 pandemic, causing a 23.11% increase in e-commerce service complaints. This research is conducted for improvement in e-commerce's service quality by integrating the kano model and E-ServiceQuality model. Results obtained from customers' needs will be true customer needs able to be analysed for the purpose of increasing satisfaction. Attributes of needs obtained from the voice of the customer will be grouped into E-ServiceQuality dimensions, such as Efficiency, Fulfilment, Reliability, privacy, responsiveness, compensation, and contact. Afterward, these attributes of needs will generate strong attributes and weak attributes grouped into several categories, kept, developed, and ignored. Based on the research conducted among 400 respondents, the conclusions to answer problems according to problem formulation within this research are obtained. The result of this classification is True Customer Needs, where the seven attributes are recommended to be improved, and one attribute is recommended to be developed. The eight attributes which become True Customer Needs are Interaction Channel, Customer Service Responsiveness, Website Feature, Up to Date Information, 24-hour Service, Quick Complaints Response, Cheap/Free Delivery Fee, and correct product guarantee.
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Palupi Robustin, Tri. "The role of E-Service Quality to create Consumer Trust in Shopping on the Shopee Marketplace during the COVID-19 Pandemic." 14th GCBSS Proceeding 2022 14, no. 2 (2022): 1. http://dx.doi.org/10.35609/gcbssproceeding.2022.2(46).
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The Covid-19 pandemic has caused changes in consumer behaviour. Especially when it comes to shopping for everyday necessities. The limitations of doing transactions offline make people shop more for their daily needs online. This phenomenon makes e-commerce business increase sharply. Not only that, the e-commerce business competition map is increasingly competitive. The tight competition is reflected in the number of website visits and e-commerce application users in Indonesia. The coronavirus pandemic has not shown signs of ending until the third quarter of 2020. During the period of emigrants, e-commerce players are increasingly aggressively presenting online shopping as an alternative to fulfilling daily needs without leaving the house. MarkPlus Inc. Release the results of the latest research related to e-commerce. The survey results of The Asian Parent show that almost all respondents who are mothers in Indonesia use online shopping applications. As many as 80% of them shop at Shopee the most. This shows that Shopee is a marketplace that is favored by consumers. Electronic Service Quality or also known as E-ServQual is a new version of Service Quality (ServQual). E-ServQual was developed with the aim of evaluating the services provided online or over the internet. E-Service Quality is a service from the site to facilitate shopping, purchasing, and distribution activities effectively and efficiently (Chase, Jacobs, &Aquilano, 2006). According to Tjiptono (2011) there are seven dimensions of e-service quality, namely efficiency, reliability, fulfillment, privacy, responsiveness, compensation, contact (contact). One of the disadvantages of shopping online is the doubt and lack of consumer confidence in the product to be purchased, so online marketers must provide quality services so that consumers believe. According to Mowen and Minor (2012), consumer trust is the belief that consumers have about objects, attributes, and benefits. Objects can be products, people, companies, and anything that has beliefs and attitudes. Based on these backgrounds and explanations, this study aims to determine the partial and simultaneous influence of e-service quality variables on consumer confidence in shopping at shopee. Keywords: E-Service Quality, Trust, Shopee
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Alnaim, Abdullah F., Abu Elnasr E. Sobaih, and Ibrahim A. Elshaer. "Measuring the Mediating Roles of E-Trust and E-Satisfaction in the Relationship between E-Service Quality and E-Loyalty: A Structural Modeling Approach." Mathematics 10, no. 13 (2022): 2328. http://dx.doi.org/10.3390/math10132328.
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Despite a plethora of research studies on service quality, in general, and electronic (e) service quality, in particular, studies often focus on either understating the dimensions of e-service quality or its direct relationship with other variables such as customer e-satisfaction, e-trust, and e-loyalty. This study developed a comprehensive theoretical model to examine both direct and indirect influence of e-service quality on the e-loyalty of hotel customers in their usage of online travel agencies (OTAs). The research examines the mediating effect of e-trust and e-satisfaction in the relationship between e-service quality and e-loyalty. The research adopted a quantitative approach through a questionnaire survey for data collection from hotel customers who adopt OTAs for choosing their hotel services. Data collected from the questionnaires were analyzed using structural equation modeling (SEM). The results confirmed all direct relationships among e-service quality, e-trust, e-satisfaction, and e-loyalty. However, the results did not confirm a mediating role of either e-trust or e-satisfaction in the relationship between e-service quality and e-loyalty. Nonetheless, the results interestingly showed that both variables (trust and e-satisfaction) have a mediating role in the relationship between e-service quality and e-loyalty. The results of this research have numerous implications for senior tourism marketers, as well as marketing scholars.
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Tyagi, Vikas Kumar, Sarvesh Kumar, Manish Gulyani, and Ruchi Gahlawat. "E-SERV-EX: A Multi-item Scale for Measuring Customer Expectations from the Online Retail Services." NMIMS Management Review 31, no. 2 (2023): 131–44. http://dx.doi.org/10.1177/09711023231197795.
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Purpose: The purpose of this article is the scale development, refinement, and psychometric evaluation of the multi-item scale (E-SERV-EX) for assessing the customers’ expectations from the online retail services and exploring the impact of different demographic and behavioral factors on customer’s expectation. Design/Methodology/Approach: It was conclusive research, which is quantitative and cross-sectional in nature. Data were collected through a survey method using a structured questionnaire from 518 respondents, selected through judgmental sampling from Delhi NCT. The primary statistical tools used in the study were exploratory factor analysis, confirmatory factor analysis for scale development, and partial least square-structural equation modelling for hypothesis testing. Findings: The final scale had 31 items divided into nine dimensions. Assurance/trust, efficiency, fulfillment/reliability, responsiveness, security/privacy, web-design, personalization, price aspects, and customer engagement. Scales demonstrated good psychometric properties based on the findings from various reliability and validity tests conducted in this study. Web design was the most crucial factor, and personalization was the least important factor expected. When we speak about demographic factors, males had more expectations than females in individual and overall expectations. With an increase in age and income, customers’ expectations from online retailer services decrease. With the increase in distance from the physical retail outlet, customers’ expectations from online retail service increase. Consumers with more experience in internet usage and online retail usage had higher expectations. Consumers who surf and purchase more from online retailers also expect more. Practical Implications: The e-expectation scale developed in this study will help marketers and retailers better understand e-service quality expectations. Knowing the consumers’ expectations would help the retailers in framing the e-marketing mix and strategies. The expectations scale can be used in policy formulation and web designing. This scale will also help fill GAP 1 (expected service and management’s perceptions of consumer expectations) and GAP 5 (customer expectations and customer perceptions) of the service quality gap model of Parasuraman, Zeithaml, and Berry. Originality/Value: This research paper contributes to the literature by developing, refining, and evaluating a novel multi-item scale, E-SERV-EX, with good psychometric properties for measuring customer expectations from online retail services whereas most of the papers in the past measured the perceptions. E-SERV-EX can be employed by marketers, retailers, and policymakers to develop effective e-marketing strategies, web designs, and policy formulation by understanding consumer expectations. Most importantly, this scale helps fill GAP 1 (expected service and management’s perceptions of consumer expectations) and GAP 5 (customer expectations and customer perceptions) of the service quality gap model proposed by Parasuraman, Zeithaml, and Berry.
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Sahu, Shantanu Kumar. "Investigating and Comprehending the Value of Effective E-WOM for Improving E-retailer Services in India." ADHYAYAN: A JOURNAL OF MANAGEMENT SCIENCES 13, no. 01 (2023): 23–27. http://dx.doi.org/10.21567/adhyayan.v13i1.05.
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This study aims to comprehend and explore the beneficial electronic word-of-mouth (E-WOM) for enhancing e-retailerservices in India. It looks into the elements that affect consumers' e-women and e-satisfaction with online store services.One aspect of e-wom that distinguishes it from conventional marketing communication is the mechanism for the positivefeedback. This study investigates why e-wom will be a strategic choice for Indian e-retailers by looking at current researchon the service quality construct and e-satisfaction. With the positive benefits of e-women in mind, this research will helpmarketers devise a plan to enhance the services offered by online merchants. The insights can help online retailers andother marketers grow their companies.
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Ahmad, Asad, Obaidur Rahman, and Mohammed Naved Khan. "Exploring the role of website quality and hedonism in the formation of e-satisfaction and e-loyalty." Journal of Research in Interactive Marketing 11, no. 3 (2017): 246–67. http://dx.doi.org/10.1108/jrim-04-2017-0022.
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Purpose The purpose of this study is to explore the factors that help in building e-loyalty towards online retailers. Internet has brought the world market into a single platform. Marketers have started using Internet as a new and innovative way to interact and reach people all around the world. With the increase in the number of Internet users, the number of e-marketers has also increased. In the context of online retailing, the service quality being offered is increasingly being used as a tool for competitive advantage. E-tailers are embracing superior e-services to attract, retain and convert patrons into loyal customers. Design/methodology/approach The researchers in the present study have used a research instrument that consists of constructs of the modified eTailQ scale, hedonism and e-satisfaction that together result in the formation of e-loyalty. Researcher-controlled sampling was employed to collect data from 159 student respondents. Findings Exploratory factor analysis, confirmatory factor analysis and structural equation modelling were applied for analysing the collected data. The results of the study demonstrate that major factors which help in the formation of e-loyalty are e-satisfaction, customer service, privacy and hedonism. Originality/value This study extends the understanding of the role of e-satisfaction, customer service, privacy and hedonism in the formation of loyal consumers. The researchers proposed a model to study the factors impacting the e-loyalty of the Internet shoppers in India. The findings of the study are expected to help both researchers and marketers.
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Dr. Surbhi Jain and Priyanka Rani. "A Comprehensive Study on e-WOM Determinants Influencing Consumers’ Purchase Decision." International Journal of Scientific Research in Science, Engineering and Technology 11, no. 6 (2024): 356–67. https://doi.org/10.32628/ijsrset24116190.
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In this digital age consumers share their experience about product and service with others digitally. This online sharing is known as electronic words of mouth, online word of mouth, Internet word of mouth (iWOM), Virtual words of mouth (vWOM). It may be between the consumers or may be between thee marketer and consumer in the form of blogs, discussion forum and consumer review. Consumers trust on electronic word of mouth more as it is unpaid form of advertising. After COVID 19 pandemic consumers trust on other consumer reviews increased. They read other customers reviews about product and service before making any purchase decision. There are several e-WOM factors which influence the consumers’ purchase decision. This study focus on those factors which influence consumers’ purchase decision. This research work is based on previous literature of electronic word of mouth. The review showed us e-WOM Quality(Valence), e-WOM Quantity(Volume), Source homophily, Source credibility, Website credibility, Tie strength are the factors which affect customers purchase decision.
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Ali Akbar, Mahmood, Sayed Haytham Alawi, Shabana Faizal, and Nidhi S Menon. "The Role of Communication on The Quality of E-Services and Food Quality: The Case of Online Food Delivery." International Journal of Interactive Mobile Technologies (iJIM) 17, no. 13 (2023): 148–67. http://dx.doi.org/10.3991/ijim.v17i13.39787.
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The trend of online food delivery is booming in developing and emerging countries and COVID-19 has made it further under the spot. Now, it is the time for marketers and owners of restaurants to develop effective marketing strategies. Therefore, this research aimed to investigate the effect of communication on e-service quality and food quality on customers’ loyalty. These relations were further explored by the mediating role of communication. Methodology- The data were collected from customers ordering food online. The collected data were further analyzed by using AMOS. The results highlighted that both e-service quality and food quality can enhance the loyalty of customers. Moreover, the presence of communication also, explained that e-service quality and food quality can significantly and positively affect customer loyalty. This research has highlighted the broader domains but still there are some limitations that can be addressed by future studies. The study is based on one country and future studies can compare the results of developed and developing countries. In addition, the model of study can be enhanced by introducing subjective knowledge or information credibility as potential moderators because they can also generate loyalty.
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Chen, Yu-Hsin, and Ching-Jui Keng. "Utilizing the Push-Pull-Mooring-Habit framework to explore users’ intention to switch from offline to online real-person English learning platform." Internet Research 29, no. 1 (2019): 167–93. http://dx.doi.org/10.1108/intr-09-2017-0343.
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Purpose The purpose of this paper is to develop an extended Push-Pull-Mooring-Habit (PPMH) framework in order to better understand users’ intention of switching from offline to an online real-person English learning platform service. Design/methodology/approach Based on 301 valid responses collected from an online survey questionnaire, structural equation modeling was employed to examine the research model. Findings The causal model was validated using SmartPLS 3.0, and all study hypotheses were supported. The results show that push effects (learning convenience, service quality and perceived price), pull effects (e-learning motivation, perceived usefulness), mooring effects (learning engagement, switching cost and social presences) and habit effects (relationship inertia) all significantly influence users’ switching intentions from offline to an online real-person English learning platform. Practical implications The findings should help online English learning service providers and marketers to understand the intention of offline English learning users to switch to an online real-person English learning platform, and develop related theories, services and regulations. Originality/value The present study extends the prior research of an online real-person English learning platform by providing PPMH as the general framework and demonstrating its efficacy in explaining user switching intentions.
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Baqai, Sana, Jawaid Ahmed Qureshi, and Ejindu Iwelu MacDonald Morah. "The Relationship between ES-QUAL Model and Online Purchase Intention in the Context of Rising Global Marketplace of E-Commerce." ETIKONOMI 20, no. 2 (2021): 319–38. http://dx.doi.org/10.15408/etk.v20i2.20677.
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The electronic service quality (ES-QUAL) of the e-commerce service providers plays a central role. The primary purpose of this paper is to investigate the effect of the ES-QUAL model's four dimensions (efficiency, fulfillment, privacy, and system availability) on purchase intention and examine ES-QUAL's relationship with electronic word-of-mouth (EWOM), brand image, and purchase intention. This research uses Structural Equation Modeling (SEM) for empirical analysis. Results show ES-QUAL model positively and significantly impacts purchase intention, and the effect of the ES-QUAL model relatively increases when mediated by electronic word of mouth (EWOM) and brand image. This research provides insights to E-marketers, entrepreneurs, and e-commerce players to improve online consumers' purchase intention, sales, and services. Practitioners can gain customers' attention by enhancing the quality of their websites and by assuring efficiency, privacy, system availability, and fulfilling their promise about delivering products. They also need to consider EWOM and brand image, as both positively impact online purchase intention, which can lead to the overall sustainable development of an organization.JEL Classification: M31, L81How to Cite:Baqai, S., Qureshi, J. A., & Morah, E. I. M. (2021). The Relationship Between ES-QUAL Model and Online Purchase Intention in the Context of Rising Global Marketplace of E-Commerce. Etikonomi, 20(2), xx– xx. https://doi.org/10.15408/etk.v20i2.20677.
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Muna Kameelah Sauid, Khairunnisa Ramlee, Nurul Ain Mustakim, Noorzalyla Mokhtar, and Zarina Begum Ebrahim. "Factors Associated with Customers' Satisfaction in Online Purchasing: A Study in a Malaysian Public University." Insight Journal 7 (March 3, 2021): 17–28. http://dx.doi.org/10.24191/ij.v7i0.82.
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E-commerce has transcended the traditional way of shopping into a new and more efficient way of purchasing. Through this approach, businesses are conducted through the internet in which activities such as information searching, information sharing, products and services purchasing are performed. There are many reasons why online purchasing has become one of the most preferred channels for customers to purchase goods or services. This study is conducted to examine crucial factors related to customers' satisfaction in online shopping and specifically looking at four factors: information quality, service quality, security/privacy and website design and their relationship with customers' satisfaction in online purchasing. 320 questionnaires were distributed through purposive sampling techniques to students from a public university in Malaysia. The findings revealed that website design and information quality were the most impactful factors that influence customer’s online purchasing. These findings are useful for online retailers and marketers to understand consumers' behaviour when purchasing online, thus enabling them to develop more effective marketing strategies. For future research, this study suggests that the population of the study should be expanded and other types of variables should be included such as mediating and moderating variables to obtain more accurate and precise findings. It is also suggested that the research could be conducted using random samplings so that the findings can be generalised.
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Sauid, Muna Kameelah, Khairunnisa Ramlee, Nurul Ain Mustakim, Noorzalyla Mokhtar, and Zarina Begum Ebrahim. "Factors Associated with Customers' Satisfaction in Online Purchasing: A Study in a Malaysian Public University." Insight Journal 7, no. 1 (2020): 17–28. http://dx.doi.org/10.24191/ij.v7i1.59.
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E-commerce has transcended the traditional way of shopping into a new and more efficient way of purchasing. Through this approach, businesses are conducted through the internet in which activities such as information searching, information sharing, products and services purchasing are performed. There are many reasons why online purchasing has become one of the most preferred channels for customers to purchase goods or services. This study is conducted to examine crucial factors related to customers' satisfaction in online shopping and specifically looking at four factors: information quality, service quality, security/privacy and website design and their relationship with customers' satisfaction in online purchasing. 320 questionnaires were distributed through purposive sampling techniques to students from a public university in Malaysia. The findings revealed that website design and information quality were the most impactful factors that influence customer’s online purchasing. These findings are useful for online retailers and marketers to understand consumers' behaviour when purchasing online, thus enabling them to develop more effective marketing strategies. For future research, this study suggests that the population of the study should be expanded and other types of variables should be included such as mediating and moderating variables to obtain more accurate and precise findings. It is also suggested that the research could be conducted using random samplings so that the findings can be generalised.
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Permana, Radifan Nugraha, and Ina Ratnasari. "The Influence of E-Service Quality, Convenience, and Trust on Online Purchase Decisions at Shopee Marketplace." Management Research and Behavior Journal 3, no. 1 (2023): 38. http://dx.doi.org/10.29103/mrbj.v3i1.13436.
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Digital marketing is a form of business or activity carried out by marketers, both companies and individuals, with the aim of marketing a product or brand, both goods and services, through the use of digital information technology, such as using electronic media, or using digital-based media. Internet. Currently trading is carried out using an online trading system, an easy and fast way to transact as well as a fast and easy marketing system. E-commerce is a process of buying and selling online or electronic devices that use the internet as a means of buying and selling goods. The Marketplace that is currently popular with many people is Shopee. In 2022 Shopee is the second e-commerce that has the most visitors with a total of 132.8 million visitors. This indicates that Shopee is able to compete ahead of the competition against its competitors which are the best Marketplaces. Shopee is also still popular and favored by customers because it is in the category of the most visitors and a large number of consumers intending to make buying and selling transactions. The factors that influence purchasing decisions at Shopee include e-service quality, convenience and trust. This research uses descriptive verification method. The sample obtained was 400 respondents who were Shopee users in Indonesia with a quantitative approach. The sampling technique used is purposive sampling. The analysis of this research is the analysis of the scale range, multiple linear regression analysis. Tests carried out validity test, reliability test, normality test, t-test, f-test, test the coefficient of determination. Based on the results of the research, it shows that e-service quality, convenience and trust have a partial effect on purchasing decisions at the shopee marketplace. As well as based on the results of the study it is also known that there is a fairly strong influence simultaneously on the variables e-service quality, convenience and trust in purchasing decisions at the shopee marketplace.
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Roy, Subhadip, and Varsha Jain. "Construction, validation and generalization of SERVSTRESS: a measure for service induced customer stress." European Journal of Marketing 54, no. 10 (2020): 2523–50. http://dx.doi.org/10.1108/ejm-01-2020-0002.
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Purpose The purpose of this study is to construct and validate a generalizable scale to measure service induced perceived stress for customers of personal services with a high level of intangibles having both online and offline components. Design/methodology/approach Five studies were conducted to this end. The first was qualitative and the rest were quantitative (survey) with a total sample size of 1,300. The last study was conducted in a different country than the first four. Findings The studies resulted in a five-dimensional SERVSTRESS scale to measure service induced stress for customers with the following dimensions, namely, psychological stress; information stress; complexity stress; personnel stress and outcome stress. The scale was tested in a nomological network. Research limitations/implications The present study addresses a hitherto unaddressed gap in marketing literature with the construction and validation of a scale to measure service stress of a customer (named SERVSTRESS) using data from five studies spanning two countries. Practical implications The SERVSTRESS scale is relevant for the practitioners as it adds more value beyond the traditional service quality measures and allows the marketer to understand the nature of the stressors (with a specific focus on which is going right and which is going wrong) in the service delivery and allow him/her to take remedial actions. Originality/value The originality of the study is in the creation of a new scale to measure personal service stress and uncovering its underlying dimensions.
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Abdulmalik, Aqib, and Amron Amron. "APAKAH FOOD INFLUENCER MEMPENGARUHI MINAT CALON KONSUMEN UNTUK MENGUNJUNGI TEMPAT KULINER?" Value : Jurnal Manajemen dan Akuntansi 18, no. 1 (2023): 76–87. http://dx.doi.org/10.32534/jv.v18i1.3821.
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Every marketer needs media to carry out campaigns about their products or services, one of which is a culinary business. The development of social media has led to content creators with content namely reviewing food or culinary places and known as food influencers, which are currently used by marketers or business owners to promote their culinary places with the aim that their culinary places are increasingly known and visited. This study aims to examine the effect of source credibility, content quality, and electronic word of mouth (e-WOM) on the image perceived by visitors and the effect of perceived image on visitors' interest in visiting culinary places. Purposive sampling approach was used in sampling. The self-administered method was used in the data collection process and using Google Form media in distributing online questionnaires, which in turn obtained a sample of 150 Instagram users who had seen food influencer content in the city of Semarang. The analysis used in this research is Structural Equation Modeling (SEM). The results of this study indicate that source credibility, content quality, and electronic word of mouth have a positive but not significant effect on perceived image and perceived image has a significant positive effect on visiting intentions.
 Keywords: Credibility, quality, e-WOM, image, intention
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Li, Pei, Chunmao Wu, and Charles Spence. "Multisensory perception and positive emotion: Exploratory study on mixed item set for apparel e-customization." Textile Research Journal 90, no. 17-18 (2020): 2046–57. http://dx.doi.org/10.1177/0040517520909359.
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With the rapid development of digital technology, many consumers increasingly prefer to buy their clothes online. In order to improve the quality of online services and enrich the consumer experience of apparel e-customization, this paper develops item scales that measure positive emotion, visual perception, and haptic perception. It also evaluates the relationships between the item scales, attitude, and intention. It is an exploratory study on consumers’ multisensory perception and positive emotion mixed item scale (MPPEMIS), collected by experts. Supported by factor analysis and correlation analysis, both laboratory and online studies were conducted to test the reliability and validity between item scales, attitude, and intention. Visual factors (e.g., transparency, brightness, dimness), haptic factors (e.g., comfort, coarseness, softness), and positive emotion (e.g., excitement, attractive, pleasantness) are proved in the MPPEMIS, which positively correlates with the factors of attitude and intention in apparel e-customization. As such, the MPPEMIS may help to assist brand managers, marketers, and retailers by recommending easily understood information and providing item scales for apparel e-customization that can also be adopted in online service strategies and system modularization.
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Chornopyska, Natalyia, and Lidiia Bolibrukh. "The influence of the COVID-19 crisis on the formation of logistics quality." Electronic scientifical and practical journal "Intellectualization of logistics and Supply Chain Management", no. 2 (August 4, 2020): 88–98. https://doi.org/10.46783/smart-scm/2020-2-7.
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<em>Relevance of research. COVID-19 crisis has led to an unequal consequence. Some industries collapsed, some - reached the top of their development. Thus, E-commerce passed a three-year path during the pandemic. Such rapid growth has led to logistical reconsideration of the e-commerce market, which raises the issue of logistics services. Despite the presence of many methodological and applied developments, the issue of measurability of logistics quality, a set of evaluation criteria for the quality of logistics services remains debatable, and due to recent events caused by the COVID -19 pandemic, suitability of applied evaluation criteria to variable environmental requirements. Thus, the problem of market value transformation of logistics needs further research. </em> <em>The purpose of the study is to further develop guidelines for assessing the quality of logistics in view of current post-COVID-19 challenges. For this goal achievement it was necessary to solve the following tasks: to conduct marketing research on the quality of logistics of e-commerce in quarantine and, on this basis, to make conclusions about the transformation of the value of logistics and B2C market, which will be reflected in a set of evaluation criteria for logistics quality.</em> <em>Methods: express survey of 240 e-consumers in 19 regions of Ukraine during April-May 2020 on the basis of an online-questionnaire created on Google Forms platform and shared on social networks like Facebook, Instagram, Telegram and Viber.</em> <em>Conclusions and value added. The results of the study have showed that in modern conditions the formation of the quality of logistics in the B2C market is influenced by the following criteria: flexibility, timeliness, completeness, wholeness, security and E2E-interaction. It is important for consumers to be able to independently choose additional delivery functions - place, time, delivery period, method of payment, which indicates the need to develop flexibility in the services of logistics operators. The modern consumer values his time, respectively, so the logistics service provider doesn`t have the right to make a mistake in completing the order or improper storage of goods. The transformation of the value of logistics services, in the post-COVID-19 conditions, concerns online interaction and speed of data exchange with the logistics service provider: contactless technologies, gadgets and applications that provide seamless online work, regardless of location. Online interaction, in particular online shopping, according to the study, attracts them with its simplicity, the ability to compare prices on different platforms, the availability of a wide range of goods and saving time. Thus, the value of the benefits of digitalization increases. Those logistics providers that are more technologically advanced have a significant competitive advantage. E2E determine the value.</em>
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Mansour, Ilham Hassan Fathelrahman, Abuzar M. A. Eljelly, and Abdelgardir M. A. Abdullah. "Consumers’ attitude towards e-banking services in Islamic banks: the case of Sudan." Review of International Business and Strategy 26, no. 2 (2016): 244–60. http://dx.doi.org/10.1108/ribs-02-2014-0024.
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Purpose This study aims to provide an analysis of the attitude toward three banking services technologies in Sudan, namely, automated teller machines (ATMs), mobile banking and internet (online) banking. The study started by conducting an exploratory factor analysis, on the valid responses received from a random sample of bank customers in Sudan toward the three technologies. Design/methodology/approach The study used the “technology acceptance model” as a conceptual framework to investigate the factors that influence customers’ acceptance and intention to use bank technologies. Findings The study found that the customers’ attitude toward various bank technologies is not the same and is influenced by different factors. The results revealed that bank customers who are users of ATMs are influenced by its convenience, ease of use and service quality, whereas credibility was not seen as a significant driver. Mobile users were found to be influenced more by the benefits and ease of use and service quality, whereas internet customers were influenced by the benefits and ease of use and credibility of the systems. Under the three models, attitude emerged as a fully mediating factor for customers’ behavioral intentions. Practical implications The implications of this study are obvious for both regulators and bankers in Sudan for careful designing and implementation of their technology-based banking systems and focusing on the features of concern and desirable most by bank customers and necessary for secure and safe adoption of technology-based banking. Originality/value There are no studies to date that provide evidence of customer acceptance and the use of these services, the volume of bank business or profits derived from these services. This is especially important because security concerns are always associated and attached with technology-based services. The identification of technology acceptance factors is very important for bank regulators, bank marketers and banks’ customer base.
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Tirpude, Raman. "Study of Impact of Digital marketing on Consumer Buying Behaviour for Electronic Goods." International Journal for Research in Applied Science and Engineering Technology 10, no. 2 (2022): 905–9. http://dx.doi.org/10.22214/ijraset.2022.40348.
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Abstract: The buying behavior of consumer is changing at a faster rate in the customer oriented market environment. Consumer behaviour differs when it involves the merchandise, price, features, quality, packaging, buying behaviour, status, generation, age of the customer etc. however, youth is that the most intricate group to correspond with. The changing preferences of the present day youth affects the buying pattern with trends and fashion. Therefore, Marketers spend crores of rupees and invest an excessive amount of time on marketing research per annum to spot and predict the changing youth behaviour. Now digital platforms has posed many challenges to the marketer in the retail segment. The present generation is more fascinated with the web shopping than the traditional buying. The marketers are forced to introduce the innovative way of selling due to the pressure of the younger generation’s buying behaviour. Customers use the web not only to shop for the merchandise online, but also to match prices, product features and after sale service facilities the desire receive. In addition to the tremendous potential of the E-business market, the web provides a singular opportunity for companies to more efficiently reach existing and potential customers. The popular digital retailing companies in India are Myntra, Flipkart Snap deal, Amazon.com and e-Bay etc. The five dominant factors which influence consumer perceptions for digitalshopping are information, easy to use, satisfaction, security, proper utilization of available information to compare the different products. Keywords: Customer, Digital shopping, Digital marketing, Buying Behaviour
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Hossain, Shipan, MD Yusuf Hossein Khan, and Nikola Naumov. "Service quality and online banking services." International journal of multidisciplinarity in business and science 8, no. 13 (2022): 5–16. http://dx.doi.org/10.56321/ijmbs.8.13.5.
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Online banking allows a user to conduct financial transactions via the Internet. Online banking is also known as Internet banking or web banking. Online banking offers customers almost every service traditionally available through a local branch including deposits, transfers, and online bill payments. The goal of this research was to analyze the international tourists’ satisfaction with online banking services in the contexts of Bangladesh. The paper explores tourists’ satisfaction with efficient dimensions, responsiveness dimensions, system available dimensions, privacy dimensions, fulfillment dimensions, compensation dimensions, and contact dimensions. The data were gathered from a sample of 176 international visitors to Bangladesh by utilizing a purposive sampling method and adopting a survey method comprised of a web-based structured questionnaire. The findings of the research suggest that efficient dimensions, system availability dimensions, privacy dimensions, and fulfillment dimensions are the most essential aspects which significantly affect international tourists’ satisfaction with online banking services. The study also reports that responsiveness dimensions, compensation dimensions, and contact dimensions do not play an important role in international tourists’ satisfaction. It has implications for bank service marketers regarding the effective design of service marketing strategy for international tourists’ satisfaction in the contexts of online banking service in Bangladesh.
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Bhalerao, Monika S. "Emerging Trends in E-Commerce: An In-depth Analysis with Reference to New Panvel Area." International Journal of Economics, Business, Accounting, Agriculture and Management towards Paradigm Shift in Research (IJEBAMPSR) 2, no. 1 (2025): 167–71. https://doi.org/10.5281/zenodo.15286987.
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<strong><em>Abstract</em></strong> <em>The e-commerce market for online shopping in India has witnessed phenomenal growth, as its influence has extended beyond the urban cities to the semi-urban regions such as Panvel. This research study aims to explore e-commerce trends of the future in Panvel, mapping consumer behavior, buying patterns, and digitalization. With improved internet connectivity, low-cost availability of smartphones, and the advent of safe digital payments, internet shopping is now an option of preference among local consumers. Though this growth is on the upswing, concerns regarding delays in logistics, product quality issues, and trust in online transactions persist and undermine consumer confidence. Primary data was gathered in this study through 100 respondents' questionnaires, providing vivid information about the domestic online shopping market. Findings reveal that online shopping based on mobile phones is prevalent, and websites such as Amazon and Flipkart are most sought after for online shopping. Convenience, discounts, and extensive variety are cited by customers as key drivers of online shopping, whereas delivery timing and refunds are key inhibitors. Online payments, especially UPI payments, are gaining universal popularity, but still, there exists a vast chunk of consumers who are hesitant and go for Cash on Delivery (COD) based on faith and security issues.</em> <em>The research points out the importance of enhanced logistics, quality control processes, and customer services in order to bring confidence and foster increased e-commerce usage. Through the documentation of local shopping habits and consumer problems, firms can adapt their strategy to better serve the online shopper in Panvel. The research adds to the body of literature on the development of e-commerce in semi-urban regions, presenting actionable insights for firms, policy makers, and online trading platforms to enhance service quality and customer experience.</em>
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Mitrsomwang, Phurith, and Praphan Chaikidurajai. "Causal factors of digital transformation affecting the business operations in courier service." International Journal of Innovative Research and Scientific Studies 8, no. 3 (2025): 2648–55. https://doi.org/10.53894/ijirss.v8i3.7064.
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The Thai parcel delivery market is expected to continue growing alongside the growth of e-commerce. However, the market's expansion is impacted by the continuous reduction in shipping rates due to intense price competition, delays in deliveries, lack of infrastructure, high service fees, and data management issues. The objectives of this research study were: 1) to study the causal factors affecting digital transformation and business operations in the courier service, 2) to study the influence of causal factors of digital transformation affecting business operations in the courier service, and 3) to develop a model of the causal factors of digital transformation affecting business operations in the courier service. A researcher collected data from interviews and online questionnaires with courier service operators, from January 2025 to March 2025 by collecting a sample of 540 people. The results of the analysis concluded that digital dexterity affected digital transformation, digital dexterity affected business operations through digital transformation, technology infrastructure affects digital transformation, technology infrastructure affected business operations through digital transformation, a customer-centric approach affected digital transformation, a customer-centric approach affected business operations through digital transformation, and digital transformation affected business operations. Courier services can leverage digital agility and modern infrastructure to enhance efficiency and reduce service time. The development of product innovations allows customers to receive high-quality and up-to-date goods. At the same time, improving operational efficiency helps reduce costs and increase customer satisfaction.
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Sahin, Ilker, Mustafa Gulmez, and Olgun Kitapci. "E-complaint tracking and online problem-solving strategies in hospitality management." Journal of Hospitality and Tourism Technology 8, no. 3 (2017): 372–94. http://dx.doi.org/10.1108/jhtt-02-2017-0009.
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Purpose This research aims to scrutinize the negative reviews regarding the 5-star chain hotels and the e-responses on TripAdvisor, to categorize the complaints declared in the review texts, to provide better understanding of the online problem-solving methods of hotels and their corporate approach to e-complaints and to reveal the post-vacation electronic word-of-mouth (e-WOM) behaviours of the complaining tourists. Design/methodology/approach Within the scope of this research, 404 negative reviews and 364 e-responses are subject to an extensive content analysis. A total of 1,655 tourist e-complaints which were mentioned in the negative online reviews are categorized according to their subject matters and grouped under main themes. The e-responses of hotels and statements of e-complaining tourists regarding post-vacation experience are analysed in detail based on a qualitative research approach. Findings As a result of the research, 82 sub-themes within 11 complaint categories are determined, and it is found out that the e-complaints mainly focus on “food and beverage services”, “room comfort” and “hotel staff”. The hotel management mainly implemented problem-solving strategies such as “request for future patronage, a recovery plan as a result of the detailed analysis of the problem and warning to the relevant department performing poor service” as well as giving unsatisfactory “cliché responses”. Dissatisfied tourists performed negative e-WOM behaviours by using abusing expressions in review text, recommending different hotel alternatives, failing to recommend the hotel and expressing that they would not return. Originality/value Combing through negative e-reviews which include wide range of complaints of disappointed tourists and the statements which reveal post-vacation tendencies and feelings, the e-responses of hotels that are providing insight regarding the corporate approach to negative feedbacks and formation of post-vacation relations between the hotel and customers, the paper adopts a qualitative and utilitarian approach. The originality of the paper stems from its elaborative context analysis and balanced comparison of three 5-star luxury chain resort hotels located on the shores of the Mediterranean with almost similar quality standards and guest relations/public relations (GR/PR) departments that represent corporate identity. To this respect, the research is thought to be original in quality and can fill out the gap in the tourism literature. Presenting conceptual framework and practical information, the paper is predicted to guide the future studies, tourism marketers, travel consultants, PR/GR staff and managers employed in hospitality businesses.
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Tushar, Tushar, and Upnishad Mishra. "A Study on Customer Satisfaction in E-Commerce Platforms." INTERNATIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 09, no. 06 (2025): 1–6. https://doi.org/10.55041/ijsrem50676.
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With their vast selection of products, low prices, and ease of use, e-commerce platforms have changed the game for customers and companies alike in the modern day. However, in today's day of fierce competition and rapid technological development, client pleasure has become an essential factor in determining the success and loyalty of online businesses. Examining the experience and functional components of the online purchasing journey, this study seeks to identify the critical success elements impacting consumer happiness in e-commerce platforms. In order to gather information from active e-commerce consumers of different demographics, the research uses a mixed-method approach that combines quantitative surveys with qualitative interviews. Website usability, product quality, price, shipping speed, customer service responsiveness, refund policies, security, personalisation, and overall shopping experience are key factors that are studied. In order to determine how these parameters relate to total customer satisfaction, statistical methods like regression, factor, and correlation analysis were used. The most important factors influencing satisfaction, according to the findings, are dependable delivery, user- friendly navigation, open and honest communication, and simple return procedures. Security and trust are no longer differentiating characteristics, but simply baseline expectations, and user engagement is greatly enhanced by personalisation and intuitive interfaces. Personalised advice and proactive problem resolution are becoming increasingly important post-purchase services, according to the report. The thesis further emphasises that customer satisfaction is an ever-changing concept that is influenced by shifting consumer expectations, patterns of digital behaviour, and technological standards. We offer a strategic framework for e-commerce enterprises who want to increase consumer happiness and build long-term connections based on these insights. This research has important implications for e-commerce strategists, logistics providers, marketers, and UI/UX designers who are looking to gain a competitive edge by providing an exceptional customer experience. Going beyond transactional excellence to give holistic pleasure is increasingly crucial for sustained growth in the e- commerce sector, according to the report. This requires consistent, value-driven, and emotionally aware connection with customers.
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Anisha Puri. "Strategic Insights into Consumer’s Perception Towards Affiliate Marketing." Journal of Information Systems Engineering and Management 10, no. 42s (2025): 937–48. https://doi.org/10.52783/jisem.v10i42s.8216.
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Affiliate marketing, one of the earliest and most cost-effective forms of Internet marketing, operates on a performance-based model involving three key stakeholders: advertisers, publishers (affiliates), and consumers. In this system, affiliates promote products or services and earn commissions for customer actions driven through their promotional efforts. The Indian affiliate marketing sector is projected to surpass $835 million by 2025, driven by the increasing popularity of online commerce and widespread Internet penetration. This study explores the fundamentals of affiliate marketing, its structural components, and consumer perceptions in the Indian digital ecosystem. It examines various compensation models like Cost Per Click (CPC), Cost Per Lead (CPL), Cost Per Order (CPO), and Cost Per Mille (CPM), and delves into the roles of different participants including ad servers and agencies. A key focus is on understanding the significance of consumer trust, safety, service quality, and privacy in shaping perceptions of affiliate marketing. The study adopts a descriptive research design, utilizing a sample of 105 respondents selected through simple random sampling. Data analysis through factor analysis using SPSS revealed four dominant perception factors: trust, safety, service quality, and privacy. The results suggest that these factors significantly influence consumers’ acceptance and engagement with affiliate marketing campaigns. Literature review supports these findings and highlights affiliate marketing’s role in brand exposure, customer acquisition, and loyalty building. Further, the study draws attention to affiliate fraud risks and the need for robust management structures. The findings underscore affiliate marketing's potential as a sustainable digital strategy for businesses seeking to optimize customer reach and return on investment. This research contributes to the understanding of consumer behavior in e-commerce and provides insights for marketers to refine affiliate strategies for improved effectiveness and transparency.
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Sharma, Kiran, and Saptarshi Das. "Service Quality and Customer Satisfaction - With Special focus on the Online Cab Industry in India." International Journal of Business and Management 12, no. 7 (2017): 192. http://dx.doi.org/10.5539/ijbm.v12n7p192.
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The construct of service quality as enunciated by Parasuraman, A., Zeithaml, V. A., & Berry, L. L (1985) has been widely studied across various industries. In the recent years, India has witnessed a sudden growth in travel with the advent of the radio cabs service providers. While service quality has been studied as a construct in a multitude of services very minimal research has happened yet on the radio cabs, which makes this a unique study of its kind. The study was undertaken on customers of various radio cabs in India to assess the aspects that they were looking foremost while making use of the radio cab services in India. From a pragmatic viewpoint it may be construed that by understanding influences of various variables on customer satisfaction, marketers are likely to envisage and plan the actions in leveraging the services. The objective in the present study is to identify whether the dimensions of service quality particularly influences a customers’ satisfaction.
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Ostrom, Amy L., and Dawn Iacobucci. "Retrospective: the effect of guarantees on consumers’ evaluation of services." Journal of Services Marketing 30, no. 4 (2016): 373–76. http://dx.doi.org/10.1108/jsm-04-2016-0138.
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Purpose This paper aims to examine the status of service guarantees specifically, and cues to quality more generally. Design/methodology/approach Reflection on the 1998 Journal of Services Marketing article with views both to the academic literature and the presence of guarantees in industry. Findings Service guarantees still exist, sometimes in their original form (e.g. “100 per cent satisfaction guaranteed!”) and sometimes in a morphed form (e.g. retailers’ promises of price-matching). Research has continued to focus on understanding service guarantees yet there are additional questions left to be addressed. There are also numerous other types of information, in addition to service guarantees, consumers may use as cues to quality. Practical lmplications Service guarantees remain an important and useful tool for services marketers to signal their quality to their customers and to reduce the uncertainty surrounding many services purchases. Other information such as online ratings and reviews through social media can also serve as strong informational cues. Originality/value In providing cues to customers about quality, while marketers have long considered the value of price and brand names, the usefulness of service guarantees is still under-studied.
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Patro, Chandra Sekhar. "Consumer Attitude and Loyalty in Online Shopping Environments." International Journal of Cyber Behavior, Psychology and Learning 7, no. 3 (2017): 57–72. http://dx.doi.org/10.4018/ijcbpl.2017070105.
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In the online shopping environment, loyal customers are considered extremely valuable. Loyalty is generally attributed to satisfaction with the quality of service offered by the e-marketers' to their customers. The application of technology-based service has grown rapidly in the recent years, but the current understanding of customer retention and attitude in such contexts remains limited. The present article empirically investigates the roles of e-store facets, consumer attitude and loyalty in online shopping environments. The results posit that the e-store facets such as ease of use, credibility, price benefit, security and service quality positively influence online consumer loyalty via online consumer purchase attitude, whereas functionality and innovativeness do not have much influence on consumer attitude and loyalty. The findings afford not only practical implications for e-marketers but also directions for future research on online customer attitude and loyalty.
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Fred Ojochide, Peter, Adeniyi Mojisola Mubo, Peter Adeshola Oluwaseyi, Adeoti Sarah Bunmi, and Decster Lydia Ineba. "E-service quality and customer loyalty in the e-commerce market, South West, Nigeria: Post-COVID-19." Innovative Marketing 19, no. 3 (2023): 114–22. http://dx.doi.org/10.21511/im.19(3).2023.10.
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In today’s fiercely competitive e-commerce arena, online service providers are compelled to focus on improving quality service delivery to remain competitive. The e-commerce market in Nigeria has experienced low patronage due to factors such as establishing cost, accessibility, credit card threat, information privacy, data security, and network reliability. Thus, the study explored the impact of quality service delivery on customer loyalty. A survey research design was used to seek information about the phenomenon of interest from the sampled respondents through an online platform, mobile device, and mail. The study used copies of the questionnaire as an instrument to gather data from 385 customers of Jumia and Konga who are engaged in e-business service delivery. The data were analyzed using SPSS version 25. The results indicated that the computed t values and the associated significant probabilities of responsiveness, privacy, fulfillment, compensation, insistence action by customers, switching restraint by customers, repeat purchase by customers, customer satisfaction and customers loyalty were 16.08 (P &amp;lt; 0.001), 26.33 (P &amp;lt; 0.001), 12.97 (P &amp;lt; 0.001), 6.75 (P &amp;lt; 0.001), 10.60 (P &amp;lt; 0.001), 7.35 (P &amp;lt; 0.001), 15.75 (P &amp;lt; 0.001), 13.74 (P &amp;lt; 0.001), and 11.92 (P &amp;lt; 0.001), respectively. Given the foregoing, it is evident that respondents perceive a firm’s responsiveness, privacy, and compensation to be significant at the ninety-nine percent confidence level. Furthermore, insistence action by customers, switching restraint by customers, repeat purchase by customers, customer satisfaction, and customer loyalty are perceived to be significant at the ninety-nine percent confidence level.
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Sutisna, Mochamad Saefullah, and Juwita. "Service Quality and Trust as Predictors of Online Purchasing Decisions Mediated by Perceived Risk." Journal of Consumer Sciences 8, no. 2 (2023): 187–203. http://dx.doi.org/10.29244/jcs.8.2.187-203.
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Online purchasing decision-making is currently faced with a lack of trust from consumers as a result of the inability of marketers to deliver services satisfactorily, which results in the emergence of risk perceptions in purchases. This study aimed to determine how the effect of seller service quality and consumer confidence on perceived risk and how they influence purchasing decisions. Another goal is to determine the role of perceived risk as an intervening variable. The design of this study was a cross-sectional survey of respondents in the city of Serang and its surroundings. The sampling technique used is purposive sampling. The survey used the Google form with a total of 129 respondents. The analysis method uses descriptive and inferential statistics and SMART PLS software is used for data processing. The results showed a significant negative effect of service quality on perceived risk and a significant negative effect of perceived risk on online purchasing decisions. Perceived risk is an intervening variable from consumer confidence to online purchasing decisions. Online purchasing can be enhanced by increasing trust and service and reducing perceived risk.
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Mat Daud, Nurul Izyan, Nur Athirah Syazwani Aziz, Fatihah Mohd, and Nur Ain Ayunni Sabri. "The Influence of E-service Quality On Marketplace Platform Towards Customer Loyalty." Journal of Entrepreneurship and Business 9, no. 1 (2021): 1–11. http://dx.doi.org/10.17687/jeb.v9i1.411.
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With the increasing of online marketplaces, online platform must come out with the solutions or ways in order to engage their relationship with customer. Hence, this study aims to examine the roles of e-service quality of online platform in customer loyalty. Convenience sampling technique was used, and data were collected using questionnaires. A sample of 248 respondents among final year students of Universiti Malaysia Kelantan, Pengkalan Chepa were selected. From the obtained results, study showed that there is a significant relationship between independent variables; reliability and security in Shopee platform towards the customer loyalty, respectively. With this finding, it can help and provide the marketers in terms of e-service quality to develop the customer engagement for the sake of customer loyalty. Therefore, the sustainability of the business can be maintained
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A, JAFERSADHIQ. "A STUDY ON DIFFICULTIES AND SCENARIOS OF ONLINE MARKETING AT COIMBATORE DISTRICT." South Asian Journal of Engineering and Technology 8, S 2 (2019): 1–5. http://dx.doi.org/10.26524/sajet.8.1.
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Marketers have to be careful in the determination of the customers’ expectations and perception on variousaspects related to the products and services in online marketing. They should be a aware of the factors leading totheir attitude towards online marketing. At the same time, the marketers should know their strengths and weakness in online marketing. The online marketing is subjected to some issues like credit card security, privacy, and On-time delivery and easy of navigation. The customer’s satisfaction develops through new recognition, information search, information evaluation, purchase decision and post purchase evaluation. The customers need have two dimensions namely utilitarian and hedonic. The needs of the customers have to be properly assessed and fulfilled by the marketers in online marketing. Then the service quality of the markers is as important as ever in this realm. Indeed, the technological changes in the world lead to an ever changing environment in the online marketing.
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Damar Giri Priyanto and Komang Agus Satria Pramudana. "The Role of Customer Satisfaction in Mediating the Influence of Service Quality on Repurchase Intention." International Journal of Economics, Commerce, and Management 2, no. 1 (2024): 21–43. http://dx.doi.org/10.62951/ijecm.v2i1.350.
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Tourism activities in Indonesia are activities that can make a big contribution to the country. One form of contribution to increasing tourism is the activity of Online Travel Agents. Bali Panca Hanasta Tours is one of the Online Travel Agents in Bali that prioritizes the quality of service to encourage consumer repurchase intentions. The quality of service presented is expected to be able to provide a sense of satisfaction to customers by paying attention to customer needs and desires in order to be able to increase consumer repurchase intentions for the services provided. This study aims to understand the effect of service quality on repurchase intentions and the role of customer satisfaction as a mediating variable on online travel agent customers of Bali Panca Hanasta Tours in Bali. This study involved 100 respondents of Bali Panca Hanasta Tours customers. The data collection method was carried out through an online questionnaire, and data analysis using path analysis. The results of this study indicate that service quality has a positive and significant effect on repurchase intentions, and customer satisfaction successfully partially mediates the effect of service quality on repurchase intentions. The implications of the results of this study theoretically can be a reference for other researchers who want to study service quality, customer satisfaction, and repurchase intentions. In practice, it is expected to be a consideration and input for marketers and business actors in maximizing service quality and customer satisfaction as an effective and sustainable marketing strategy to increase repurchase intentions.
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Khan, Mukaram Ali, Syed Sohaib Zubair, and Maria Malik. "An assessment of e-service quality, e-satisfaction and e-loyalty." South Asian Journal of Business Studies 8, no. 3 (2019): 283–302. http://dx.doi.org/10.1108/sajbs-01-2019-0016.
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Purpose The purpose of this paper is to examine e-service quality (E-SQ) of online shopping in Pakistan using “E-S-QUAL scale.” Moreover, in this study, the relationship of E-SQ with e-customer satisfaction (E-CS) and e-customer loyalty (E-CL) has been studied. Design/methodology/approach Following a quantitative research methodology, data were collected from 298 respondents using convenience sampling and survey research design was followed. In order to develop the model and test the hypotheses, structure equation modeling (SEM) was done through AMOS. Findings Findings indicate that all of the first latent constructs are significant where E-CS and E-CL (dependent variables) are influenced by E-SQ (independent variable). Using SEM, statistically fit structural model was developed on the basis of confirmatory factor analysis. The analysis shows that there is a strong positive relation between E-SQ and E-CS and E-SQ and E-CL. Practical implications Asian markets have been identified as the fastest growing e-commerce markets in present era. Similarly, retail sector in Pakistan is booming, at the same time an exponential increase is being observed in the number of internet users and online shopping. It is important for marketers and retailers to explore new horizons and enter the age of e-commerce for expansion of their businesses. Originality/value The increasingly wide use of the internet is influencing everything around the globe and these emerging e-commerce trends have tremendously changed the mode of shopping from brick and mortars to e-stores. The study explores the e-commerce and focuses on E-SQ and its impact on E-CS and E-CL in the context of a developing economy, i.e. Pakistan, uncovering the key dimensions and attributes.
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Manzoor, Kiran, Tayyaba Arshad, and Nadeem Uz Zaman. "The Influence Of Electronic Service Quality Dimensions On Consumer E-Trust: An E-Commerce Perspective." Global Management Sciences Review VI, no. II (2021): 17–27. http://dx.doi.org/10.31703/gmsr.2021(vi-ii).02.
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A research model has been developed to study the relationship between e-service quality domains and consumer e-trust. A survey method was used to gather data. The online consumers were the unit of analysis. For checking reliability and measurement model validity, we go through confirmatory factor analysis. The technique of structural equation modelling was also used. The result presented that e-trust has been affected by all the e-s-qual dimensions. Some recommendations for further studies are to use distinct methodologies, such as focus groups and interviews. Study the e-trust in online contexts from other perspectives too. Practical implications suggest that marketers should take emphasis on enhancing customer e-trust by providing good website service qualities. Better marketing strategies should be developed by online stores so as to address consumer e-trust. Likewise, the study result provides valuable information to marketing managers, especially dealing with online stores. This study provides interesting internet marketing knowledge to researchers as well.
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Choi, Beomjoon, and Hyun Sik Kim. "Online customer-to-customer interactions, customer–firm affection, firm-loyalty and participation intention." Asia Pacific Journal of Marketing and Logistics 32, no. 8 (2020): 1717–35. http://dx.doi.org/10.1108/apjml-07-2019-0450.
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PurposeThis study aims to investigate the impact of three types of online customer-to-customer interaction qualities on customers' participation intention through customer–firm affection in online mass service contexts to address the influence of several types of intercustomer interactions.Design/methodology/approachThe data were amassed using retrospective experience sampling. The hypothesized relationships were examined utilizing structural equation modeling.FindingsThe results demonstrate that the perceived quality of the friend-interaction (e.g. [non-]verbal online interaction with friends), neighboring customer-interaction (e.g. [non-]verbal online interaction with stranger users) and the audience-interaction (crowding) has a significant impact upon customer participation intention, mediated by customer–firm affection.Research limitations/implicationsThis research was performed in the situation of online mass services (e.g. massively multiplayer online role-playing games). Future studies could extend the findings by conducting further studies across various types of services and by comparing results across different categories of mass services (e.g. hedonic vs utilitarian).Practical implicationsOnline mass service marketers should focus on facilitating all three types of online customer-to-customer interactions (i.e. friend-, neighboring customer-, and audience-interaction). For example, online game developers may need to require users to communicate and collaborate with not only friends but also stranger users to progress and succeed in online multiplayer games.Originality/valueThe current study differs from prior research by addressing the influences of not only online intercustomer interaction qualities but also customer–firm affection on customer participation intention.
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J, Jamshi, Joshy C.G, Afsal E.M, and Raghunandanan C. "Gap Analysis of E-Service Quality in Kerala’s Online Fish Buying Platforms." International Journal of Research and Innovation in Social Science IX, no. IV (2025): 1911–15. https://doi.org/10.47772/ijriss.2025.90400144.
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To effectively adopt technology intervention in online sales of fish, the marketers need to understand the determinants of consumer behaviour in buying fish online with a special focus on the major determinants of E-service quality (e-SQ) . Through GAP analysis, the study examines the importance of attributes of e-service quality such as efficiency, fulfilment, system availability, privacy, responsiveness, communication and food quality, in determining the customer satisfaction levels on online platforms for buying fish. Data from 504 respondents were analysed to understand the perceived importance and satisfaction level of these attributes on a 5 -point scale. Factor analysis was used in the study to find the underlying dimensions of e-SQ, while gap analysis was used to compare the importance and satisfaction levels of these attributes. The result reveals that all the seven attributes were considered by the target market to be highly important. The GAP analysis results shows that fulfilment and food quality have the highest satisfaction, while efficiency and communication have the smallest gaps between perceived importance and actual satisfaction. The findings underscore the need for online fish retailers to focus on these dimensions to improve customer satisfaction and drive sales growth. The study identified the determinants of E-service quality in online fish purchasing, which remains an underexplored area. The findings are actioned satisfaction, contributing to the research in e-commerce within perishable food product markets.
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Chelvarayan, Anushia, Lim Fu Hao, Yeo Sook Fern, and Hazlaili Hashim. "Online Purchase Intention: A Study Among Gen X in Malaysia." International Journal of Entrepreneurship, Business and Creative Economy 2, no. 1 (2022): 37–47. http://dx.doi.org/10.31098/ijebce.v2i1.735.
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In recent years, changes in the commercial sector, combined with the increasing popularity of the Internet, have made Malaysian businesses increasingly conscious of the relevance of E-business in establishing a competitive edge in the worldwide market. As a result, knowing the elements that drive online purchase intention could help marketers create more effective marketing techniques for specific categories. Trust, product and service quality, customer satisfaction, and delivery speed are the four characteristics that influence online purchase intention in this study. According to 203 Generation X respondents, three characteristics had a significant impact on online purchase intention. The only exception was the product and service quality. The data and information acquired in this study will aid researchers, online platform developers, financial institutions, marketers, and the government because we will be able to examine and understand the elements that encourage Gen X in Malaysia to purchase online.
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Upadhyay, Jitendra Prasad, and Pitri Raj Adhikari. "Consumers’ Perceptions of E-Service Quality on Online Shopping in the Nepalese Metropolitan Cities." Pravaha 30, no. 1 (2024): 39–48. https://doi.org/10.3126/pravaha.v30i1.76889.
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This paper attempts to examine the consumers’ perceptions of e-service quality on online shopping in six metropolitan cities of Nepal. Descriptive and causal-comparative research design have used in this study. Data are collected from 525 respondents by using a questionnaire survey where 600 questionnaires (100 respondents from each metropolitan city) were distributed. Consumer satisfaction and purchase intention are the dependent variables. Similarly, website design, trust, reliability, responsiveness, and personalization are the independent variables. Descriptive statistics, correlation analysis and multiple regression models are used to analyse the data. It is observed that all independent variables have a positive and significant impact on consumer satisfaction and purchase intention. This study helps marketers to understand factors influencing consumer purchase intention on online shopping. The study is very relevant because it can give a clear picture of the future of online markets in Nepal and the emerging trends in this particular field. It is expected that this paper may contribute to fill an important gap in the literature and may add some values to the existing literature.
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Rai, Arjun. "Role of Perceived Customer Service, Quality, and Price Fairness on Attitude Formation: An Empirical Evidence from Nepal's Online Business Context." Journal of Management 5, no. 1 (2022): 01–10. http://dx.doi.org/10.3126/jom.v5i1.47734.
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Extensive development of information communication technology has widened the entrepreneurial opportunities and improved the multidimensional connectivity across the globe. Nepal does not stand aloof from this reality. At the same time, an abrupt outbreak of covid-19 crippled the global economy compelling many enterprises to face the unthought situation and act on issues unanticipated. Nepal's small and medium enterprises were forced to change their operation and marketing activities to reach customers. As a result, many small-sized enterprises started promoting thei products online, especially on social networking sites, accepted orders, payments online, and cash on delivery. Amid such a situation, this study aimed to identify how individuals perceive the customer services provided by online stores in Nepal. Further, this study also examined the role of perceived customer service, quality, and price fairness in shaping the attitude towards online shopping. This research applied the Ordinary Least Square to find out the effect of perceived customer service, quality, and price fairness on the attitude toward online shopping. Data was collected from 425 respondents through an online questionnaire. The collected data were processed in the Statistical Package for Social Science (25). The result of the study suggested a significant positive impact of perceived customer service, quality perception, and price fairness perception on attitude. The contribution of this study is the understanding of the relationship between the variables used in this study and the impact of the independent variable on the dependent variable in the Nepalese context. The results of this study may be helpful to the marketers in improving perceived customer service, quality perception, and price fairness and eventually increasing their sales.
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Iqbal, Asif Iqbal, Eruj Wajidi, Madeeha Khan, and Muhammad Javed Khan. "Impact of Review Quantity, Review Quality, Reviewer Expertise, Product/Service Rating on Purchase Intention: The Moderating Effect of Consumer Trust." Journal of Social & Organizational Matters 3, no. 1 (2024): 11–29. http://dx.doi.org/10.56976/jsom.v3i1.43.
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This study examines how review quantity, quality, expertise, and product/service rating affect consumer purchase intention. The research examines the moderating impact of consumer trust to better understand how internet reviews affect consumer decision-making. Online reviews significantly influence consumer perceptions and choices in the digital age. However, the literature does not examine how review quantity, quality, reviewer expertise, and product/service ratings affect purchase intention. Effective e-commerce strategies need understanding review credibility and customer trust’s moderating effects. This study uses a quantitative approach to analyze survey data from a broad sample of internet customers. Data was collected from 385 internet users in Pakistan. The study found complex correlations between review quantity, quality, reviewer competence, product/service ratings, and purchase intention. Consumer trust modifies these interactions, emphasizing its importance in review influence. The study provides a complete examination of the complex relationship between review-related criteria and purchase intention, adding to the current knowledge. The moderating impact of customer trust helps us comprehend digital consumer decision-making mechanisms. Businesses, marketers, and politicians can use the study's findings to improve online reviews and e-commerce platform trust. The moderating effects clarify consumer decision-making mechanisms and help businesses strategically manage online reviews, build credibility, and build consumer trust in e-commerce platforms. The study affects marketers, policymakers, and enterprises seeking online and consumer relations optimization.
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Fatima, Muskan, Farhana Hassan, and Abu Huraira. "IMPACT OF TRUST, SATISFACTION AND SERVICE QUALITY ON CUSTOMER LOYALTY: A STUDY OF PAKISTAN’S HOTEL SECTOR." Journal for Business Education and Management 1, no. 01 (2021): 45–75. http://dx.doi.org/10.56596/jbem.v1i01.16.
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In today’s competitive market place attaining customer loyalty has become very crucial. In order to achieve success, growth, and sustainability for any business it is very essential to meet the expectations of the customer. The improvement of quality in the context of both the services and goods results in the customers being loyal. Trust, Satisfaction and service quality are recognized to be crucial factors that encourage the customers to make repeated purchases or avail themselves of the services from a particular sector repeatedly. How the firm builds trust in the minds of customers, the service quality it provides, and how it satisfies its users has become a significant subject matter. Competitive advantage can be adequately achieved due to the vast expansion observed in hotel services. Hotel managers are training their staff to adequately deal with their visitors providing them excellent services in order to obtain customer loyalty and spread positive words about their services in the marketplace through that loyal ones. The primary objective behind conducting this study is to examine the impact of the most commonly used factors that are Trust, Satisfaction, and Service Quality on Customer Loyalty in Pakistan’s Hotel Sector. This study was further narrowed down to four renowned hotels (Pearl Continental, Awari, Movenpick, and Ramada) that are being found in the metropolitan cities of Pakistan. A theoretical framework was established to inspect the relationship between the three aforementioned factors and customer loyalty. The data for this research was catered from 384 respondents residing in the cities of Karachi, Islamabad, or Lahore via online questionnaires developed through Google docs because of the current pandemic situation. 7 points Likert scale for both independent and dependent variables were adapted from previous research to develop the questionnaires for the current research. The data collected was tested by incorporating SPSS (Statistical Package for Social Sciences) software and tests such as reliability, validity, correlation, and regression of variables were run to draw conclusions. The findings posit that Satisfaction and Service Quality has a significant impact on Customer Loyalty in context to Pakistan’s Hoteling Industry. The results disclosed has significance in both theoretical and practical means. This research will develop a better understanding of all the three factors namely Trust, Satisfaction, and Service Quality for Hotel Managers, and contribute towards extending the literature. Also, the outcomes of this study will provide better insights to the marketers about different tactics and the importance of Trust, Service Quality, and Satisfaction, which they can utilize for their business in order to obtain customer loyalty, involvement, and a competitive position in the market.
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Thongkruer, Peeraya, and Sawat Wanarat. "The Relationship between Air Travel Service Quality and Factors of Theory of Planned Behavior: Evidence from Low-Cost Airlines in Thailand." Sustainability 15, no. 11 (2023): 8839. http://dx.doi.org/10.3390/su15118839.
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Despite an increased emphasis on improvement in airline service quality concerning consumer behavior, such as passenger repurchasing as a result of their behavioral intention over the last several decades, there is still much less concern with the nature of airline service quality than should exist in the so-called “logistics service quality” and less concern with examining the specific behavioral intention preceding repurchasing behavior together with the theory of planned behavior. As such, this study aims to explore these issues, along with the psychological factors of the theory of planned behavior, that can lead to repurchasing behavior via word-of-mouth intention (WOMI). With an online survey of 383 respondents experienced with flying, the results reveal that the logistics service quality and each determinant in the theory positively influence a passenger’s repurchasing behavior through WOMI. Accordingly, service marketers can implement service design and apply integrated marketing communication by learning from repurchasing behavior that was formed by the given factors to retain their existing customers. Moreover, this study is the first to empirically and explicitly validate dimensions of airline services through the lens of logistics that are deemed fit with the nature of the airlines. It advances the understanding of theory approaching and connects what has hampered its advancement in a body of knowledge, simultaneously in a context of airline context where it should not be relegated to transportation and consumer and service orientation.
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Fatima, Muskan, Farhana Hassan, and Abu Huraira. "IMPACT OF TRUST, SATISFACTION AND SERVICE QUALITY ON CUSTOMER LOYALTY: A STUDY OF PAKISTAN’S HOTEL SECTOR." Journal for Business Education and Management 1, no. 1 (2021): 29–57. https://doi.org/10.56596/jbem.v1i1.39.
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In today's highly competitive business landscape, securing and maintaining customer loyalty has emerged as a critical imperative. The success, growth, and long-term viability of any enterprise hinge on its ability to consistently meet customer expectations. Elevating the quality of both products and services serves as a potent catalyst for customer loyalty. Trust, satisfaction, and service quality are universally recognized as pivotal factors that foster recurrent purchases and recurring engagements with a particular sector. Consequently, how a company cultivates trust, delivers service excellence, and ensures customer satisfaction has assumed paramount significance. Within the expansive realm of hotel services, there has been a notable shift towards ensuring staff members are well-equipped to provide exceptional experiences to guests. The objective is to cultivate customer loyalty and foster positive word-of-mouth in the marketplace through these loyal patrons. In this context, this study aims to assess the impact of three pivotal factors—Trust, Satisfaction, and Service Quality—on Customer Loyalty within Pakistan's Hotel Sector. The study further narrows its focus to four distinguished hotels—Pearl Continental, Awari, Movenpick, and Ramada—located in major metropolitan cities of Pakistan. To conduct this research, a theoretical framework was established to scrutinize the relationships between the factors above and customer loyalty. Data was collected through online questionnaires developed on Google Docs, given the constraints imposed by the ongoing pandemic. A 7-point Likert scale was employed for both independent and dependent variables, drawing from established research methodologies. The data underwent rigorous analysis using SPSS (Statistical Package for Social Sciences), encompassing reliability, validity, correlation, and regression tests. The findings underscore the significant influence of Satisfaction and Service Quality on Customer Loyalty within Pakistan's hotel industry. These results hold relevance on both theoretical and practical fronts. They contribute to a deeper comprehension of Trust, Satisfaction, and Service Quality for hotel managers and add to the existing body of literature. Additionally, marketers can leverage these insights to devise strategies that emphasize Trust, Service Quality, and Satisfaction, thereby fortifying customer loyalty, engagement, and competitive positioning within the market.
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Arcand, Manon, Sandrine PromTep, Isabelle Brun, and Lova Rajaobelina. "Mobile banking service quality and customer relationships." International Journal of Bank Marketing 35, no. 7 (2017): 1068–89. http://dx.doi.org/10.1108/ijbm-10-2015-0150.
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Purpose The purpose of this paper is to investigate the multidimensional concept of mobile banking service quality (security/privacy, practicity, design/aesthetics, enjoyment and sociality) and the impact of the latter on the quality of the relationship (commitment, trust and satisfaction) between consumers and their primary financial institution. Design/methodology/approach An online survey was conducted using a sample of 375 respondents, all owners of a mobile device and all accustomed to conducting banking activities on mobile platforms. Results were analyzed using structural modeling techniques (EQS 6.1). Findings Findings confirm that trust significantly and positively impacts commitment/satisfaction. Mobile banking service quality dimensions also influence trust and commitment/satisfaction. Trust is associated with security/privacy and practicity (regarded as utilitarian factors), while commitment/satisfaction is driven by enjoyment and sociality (dimensions more hedonic by nature). No link is found between interface design and either trust or commitment/satisfaction. Originality/value This study contributes to bank marketing theory since it is the first to demonstrate how key mobile banking service quality dimensions drive customer perceptions of relationship quality. In doing so, this research extends beyond mobile adoption (short term) by addressing customer engagement with financial institutions and issues relating to relationship quality (long term). Regarding managerial implications, findings signal to marketers in the financial services industry the importance of not underestimating the power of hedonic factors (sociality and enjoyment) when developing mobile platforms. These dimensions are often overlooked in the banking industry, a sector in which consumers are believed to be mostly driven by utilitarian motives.
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KUMARI, SONALI. "SERVICE QUALITY MEASUREMENT IN INDIAN HEALTHCARE INDUSTRY." INTERANTIONAL JOURNAL OF SCIENTIFIC RESEARCH IN ENGINEERING AND MANAGEMENT 08, no. 04 (2024): 1–5. http://dx.doi.org/10.55041/ijsrem32700.
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This study investigates the growing impact that internet marketing is having on the healthcare industry in India over the past few years. It examines the various dimensions of internet marketing strategies utilized by healthcare organizations and their impact on key performance indicators such as patient engagement, brand visibility, and revenue generation. This is accomplished by conducting a comprehensive analysis of the existing literature as well as empirical research. Additionally, the study explores the problems and opportunities given by digital marketing in the context of India's diversified healthcare sector. The study takes into consideration a variety of aspects, including regulatory compliance, patient privacy, and technological infrastructure. In order to improve healthcare delivery and accessibility in India, the findings offer useful insights that may be utilized by healthcare practitioners, legislators, and marketers who are interested in utilizing the potential of online marketing. Keywords: Service Quality Measurement, Healthcare Industry, Indian Healthcare, Patient Satisfaction, SERVQUAL, SERVPERF, Patient-Centered Care, Technology Adoption, Regulatory Frameworks, Quality Assurance.
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Akkucuk, Ulas, and Behcet Teuman. "Assessing service quality in online banking services." Problems and Perspectives in Management 14, no. 2 (2016): 183–91. http://dx.doi.org/10.21511/ppm.14(2-1).2016.07.
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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
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Nanda, Prof Shashi, Dr Romita Popli, and Dr Reema Dehal. "Digital Marketing: Acomprehensive Performance Strategy." International Journal of Advances in Engineering and Management 7, no. 2 (2025): 523–29. https://doi.org/10.35629/5252-0702523529.
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This is an era of digitalization where information technology has become a medium for every activity executed, the marketing field is no exception. Customers' increased usage of digital platforms has created newer opportunities for marketers to reach them. An understanding of what motivates a customer to make a decision is crucially important as it offers a deeper deliberation on the part of the marketer. This paper attempts to clearly understand the concept of digital marketing in the light of a young and techno-savvy target audience. The researcher attempts to gain deeper insights into the online customer’s perceptions of performance, quality, value and standards of goods and services they order using the online platforms. An effort has been made to understand the contemporary trends of attracting and retaining customers throughdigital marketing activities. The research paper explores the transformative influence of digital marketing in the lives of today’s well-versed digital customers.
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Kah, Junghye Angela, Seong-Hoon Lee, and Jinok Susanna Kim. "The Effects of Travelers’ Price Sensitivity on Information Search Behaviors." Sustainability 14, no. 7 (2022): 3818. http://dx.doi.org/10.3390/su14073818.
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In a remarkably heterogeneous tourism market, marketers apply a wide range of strategies which help them ward off competitors and attract customers. The openness of travel information such as product and service quality and price is essential but still a challenge for marketers since traveler characteristics are often multi-dimensional. This study devotes special attention to travelers’ price sensitivity, and aims to investigate whether price sensitivity can segment travelers and the effects on information search behavior. For this purpose, the research study conducted Analysis of Variance (ANOVA) and regression analysis using survey data of 310 respondents. The results confirm the existence of heterogeneity in price sensitivity and there is a clear difference in the use of information by travelers resulting from this variable. Marketers should therefore utilize different communication strategies for travelers with different price sensitivities. For example, to obtain price-sensitive travelers it is more efficient to provide travel information with a clear difference in price between products and services that will reduce their search efforts. On the other hand, to target price-insensitive travelers, marketers should provide sufficient information about product attributes through online personal information sources including organizations such as Trip Advisor, Twitter, Facebook, and Instagram.