Antecedents of Overall E-service Quality and Brand Attachment in the Banking Industry

Lakhi, Gul e Rana; Mohamadali, Noor Azizah

doi:10.33215/sjom.v3i6.451

Cited by 2 publications

(1 citation statement)

References 33 publications

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“…Another study has highlighted that businesses can anticipate long-term success by investing in the development of high-quality e-SQ [25]; therefore, E-SQ has the potential to make a significant contribution to the growth of businesses that provide online services [26]. Furthermore, it has been argued that customers will be more inclined to make repeat purchases if the quality of online services is enhanced, and it is advocated to study the variables that aid customers in forming relationships with firms ( [27,28]).…”

Section: Introductionmentioning

confidence: 99%

Sustainable E-Service Quality in Tourism: Drivers Evaluation Using AHP-TOPSIS Technique

et al. 2023

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The Internet’s meteoric rise in popularity has led to the growing importance of the quality of online services in numerous industries, including the rapidly expanding tourism industry. Accordingly, this study aims to ascertain the leading attributes of selected travel websites based on sustainable e-service quality. This study was conducted in four phases. In phase I, the key drivers of sustainable e-service quality (SESQ) were identified from a literature review and expert opinions and then categorized and validated using the EFA technique based on the responses of 100 respondents in phase II. Phase III was performed to determine the priority weightage of the identified and validated SESQ drivers using AHP, whereas in phase IV, the five most popular travel websites in India were ranked based on the SESQ drivers using the TOPSIS method. A case study is presented in this paper to demonstrate the applicability of the proposed framework. Finally, a sensitivity analysis was conducted to determine the robustness of the results. The findings of the study revealed that security, hedonic value, and efficiency were the most important drivers of SESQ that influenced customers’ selection of travel websites, and makemytrip.com was the most preferred travel website by customers.

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Section: Introductionmentioning

confidence: 99%

Sustainable E-Service Quality in Tourism: Drivers Evaluation Using AHP-TOPSIS Technique

et al. 2023

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Identifying How E-Service Quality Affects Perceived Usefulness of Online Reviews in Post-COVID-19 Context: A Sustainable Food Consumption Behavior Paradigm

et al. 2023

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In this study, the concept of online food purchasing is explored where consumers are not required to visit markets to purchase their foods, especially during the COVID-19 pandemic. Thus, the purpose of this study is to investigate the relationship between perceived e-service quality and related customer service outcomes in online shopping context. The influence of sustainable marketing practices in terms of perceived e-service quality (ESQ), perceived usefulness of online reviews (PUO), brand self-connection (BSC), personal innovativeness (PRI), and willingness to pay for online food services (WPO) has largely been neglected in the previous studies. The present study proposes a conceptual model to fill this gap and empirically examines how ESQ affects PUO, BSC, WPO, and e-word-of-mouth (e-WOM) of food delivery service brands. An online questionnaire survey was conducted with 423 customers utilizing the PLS-SEM-based approach to determine product indicators. Empirical results reveal that ESQ significantly influence BSC and PUO. In the same vein, PUO significantly influence BSC, while BSC significantly influence e-WOM and WPO. The results further indicate that PRI moderates the relationship between ESQ and BSC. In a post-pandemic context, our analysis indicates enormous implications for food service delivery brands in emerging economies. Online food service providers should consider reviewers’ opinions about the products and services they offer and encourage their customers to write positive reviews of the products and services they offer.

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Antecedents of Overall E-service Quality and Brand Attachment in the Banking Industry

Cited by 2 publications

References 33 publications

Sustainable E-Service Quality in Tourism: Drivers Evaluation Using AHP-TOPSIS Technique

Sustainable E-Service Quality in Tourism: Drivers Evaluation Using AHP-TOPSIS Technique

Identifying How E-Service Quality Affects Perceived Usefulness of Online Reviews in Post-COVID-19 Context: A Sustainable Food Consumption Behavior Paradigm

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