Competing scales for measuring perceived quality in the electronic retail industry: A comparison between E-S-Qual and E-TailQ

Lopes, Evandro Luiz; Freire, Otávio Bandeira De Lamônica; Herrero, Eliane

doi:10.1016/j.elerap.2019.100824

Cited by 27 publications

(27 citation statements)

References 66 publications

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“…Thus, ensuring the delivery of quality services at the higher end is considered by the retailers as one of the essential and vital strategic issues (Ihtiyar & Ahmad, 2015). Despite the increasing interest among the academicians and practitioners, a consensus on the conceptualization and operationalization of service quality is still scant as different scholars defined this construct with diverse characteristics clubbing into numerous dimensions (Lopes et al, 2019). It is evident from the service quality literature that the most cited information came from the work of Parasuraman et al (1985) in the name of SERVQUAL model.…”

Section: Service Qualitymentioning

confidence: 99%

The Relationship Between Service Quality, Corporate Image, and Customer Loyalty of Generation Y: An Application of S-O-R Paradigm in the Context of Superstores in Bangladesh

Alam

Noor

2020

Sage Open

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Facing immense competition, retailers across the globe are experiencing reduction in their customer loyalty. This decreasing trend is even more observable in the superstore retailing in Bangladesh; especially whose target market is young cohort (Generation Y [Gen Y]). As a result, it is vital for the superstore owners to ascertain the factors affecting the customer loyalty of Gen Y. The main purpose of this study is to investigate the influence of service quality and corporate image on customer loyalty of Gen Y in the retail superstores of Bangladesh. A total of 325 Gen Y shoppers were surveyed from four leading superstores in Bangladesh using a structured questionnaire. Smart-PLS 3.0 software was used to validate the collected data and test the statistical significance of the path relationships by following structural equation modeling. The results indicate that Gen Y customers’ loyalty toward the superstores is positively and significantly influenced by both service quality and corporate image. The outputs also reveal that service quality indirectly affects Gen Y customer loyalty toward superstores with an intervening role of corporate image. Research implications from theoretical and practical standpoints as well as the recommendations for forthcoming study are also provided.

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Section: Service Qualitymentioning

confidence: 99%

The Relationship Between Service Quality, Corporate Image, and Customer Loyalty of Generation Y: An Application of S-O-R Paradigm in the Context of Superstores in Bangladesh

Alam

Noor

2020

Sage Open

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“…This study develops both studies using different contexts, namely online transportation service customers. The relationship between perceived value and customer loyalty, namely a person's perceived value towards loyalty is proxied by the number of benefits received by a person and one's desire to reuse a product or service (Chebat et al, 2009;S.-C. Chen, 2012;C. Lovelock, Wirtz, & Mussry, 2010;C.…”

Section: Perceived Value On Loyaltymentioning

confidence: 99%

“…Customer satisfaction also builds a person's mindset and affects loyalty towards using a product (Katsikeas et al, 2016). Various studies show evidence that customer satisfaction has a positive effect on loyalty in various contexts such as banking, electronic marketing, health, the food industry, transportation, and telecommunications (Busser, Shulga, & Kang, 2019;S.-C. Chen, 2012;Diallo et al, 2018;Grott, Cambra-Fierro, Perez, & Yani-de-Soriano, 2019;Le, Hediasri, & Liaw, 2017;Lopes, de Lamônica Freire, & Lopes, 2019;Moliner-Velázquez, Fuentes-Blasco, Servera-Francés, & Gil-Saura, 2019;Orel & Kara, 2014;Solimun & Fernandes, 2018;Suchánek & Králová, 2019;Thakur, 2019;Zhang et al, 2019).…”

Section: Satisfaction On Loyaltymentioning

confidence: 99%

The Impact of Perceived Value, Satisfaction and Culture on Gojek Customer Loyalty in Yogyakarta

Sundariningsih

2021

Manajemen Dewantara

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The Covid-19 pandemic which hit across the world have brought essential changes in the marketing area, such as the one concerning customer loyalty especially in an online transportation service (Gojek) in Yogyakarta, Indonesia. Customer loyalty faced the problem of restrictions on access and activities related to transportation. Yet, practically the business process must keep going in any situation. This research investigates the factors that affect customer loyalty which are perceived value, satisfaction, and culture. This research collected data from 100 respondents and tested the hypotheses by using partial least square (PLS). The results showed that the customer loyalty of Gojek in Yogyakarta is still significant based on perceived value, satisfaction, and culture factors. Specifically, the culture variables developed in this study have a significant effect on customer loyalty. This research provides an insight that Gojek customer loyalty in Yogyakarta remains significant even though it is hit by Covid-19 pandemic based on perceived value, satisfaction, and culture factors. It implies that the management of Gojek should increase the customer loyalty during Covid-19 pandemic. In addition, the results of this study give an insight to academics in studying and developing research in the marketing field, especially under the topic of customer loyalty.

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“…The basis for determining the framework in research refers to several previous studies, including analysis with the title: (1) Competing scales for measuring perceived quality in the electronic retail industry: A comparison between E-S-Qual and E-TailQ finds a positive relationship between service quality and satisfaction and repurchase intention [14], (2) Experience, Usability, and Graphical Interfaces: A Theoretical Tracing that discusses the factors forming feelings based on the human experience [4], (3) The Effect of Aida Application (Attention, Interest, Desire, Action) on Purchasing Decisions, which finds that the AIDA variable is proven to be able to influence purchasing decisions [12], and (4) An Empirical Study on Exploring Relationship among Information Quality, Esatisfaction, E-trust and Young Generation's Commitment to Chinese Online Retailing which has a positive relationship to influence purchase commitment as measured using the SEM method [15].…”

Section: Research Framework and Hypothesismentioning

confidence: 99%

The Effect of Application Usability, Service Quality, and E-Satisfaction on Influencing Purchase Intention of GO-FOOD Customers

Chandra

Wirapraja

2020

Indonesian J. of Inf. Syst.

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Changing the habits of modern society and the influence of social media into a big opportunity for the small food and beverage industry, by marketing products through Go-Food, the seller in the sense of restaurants or micro-businesses can reach consumers more broadly, this research wants to know the factors that influence perceptions consumers in shaping buying interest by testing the purchase intention factor with the variable usability application, service quality and e-satisfaction, testing is conducted on 130 respondents with a sampling technique using purposive sampling and using the equation modelling (SEM) measurement method and the results are obtained that the purchase intention factor influenced by the ease of use, level of service and electronic satisfaction felt by consumers.

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Competing scales for measuring perceived quality in the electronic retail industry: A comparison between E-S-Qual and E-TailQ

Cited by 27 publications

References 66 publications

The Relationship Between Service Quality, Corporate Image, and Customer Loyalty of Generation Y: An Application of S-O-R Paradigm in the Context of Superstores in Bangladesh

The Relationship Between Service Quality, Corporate Image, and Customer Loyalty of Generation Y: An Application of S-O-R Paradigm in the Context of Superstores in Bangladesh

The Impact of Perceived Value, Satisfaction and Culture on Gojek Customer Loyalty in Yogyakarta

The Effect of Application Usability, Service Quality, and E-Satisfaction on Influencing Purchase Intention of GO-FOOD Customers

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