E-quality services: A paradigm shift for consumer satisfaction and e-loyalty; Evidence from postgraduate students in Nigeria

Olaleye, Banji Rildwan; Adeyeye, Olufemi Patrick; Efuntade, Alani Olusegun; Arije, Bamidele Samuel; Anifowose, Oluwaseun Niyi

doi:10.5267/j.msl.2020.10.015

Cited by 13 publications

(23 citation statements)

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“…In the measurement model, there is a convergent item-construct structure. According to the earlier study, the construct's convergence validity is still adequate, as evidenced by the values of AVE being greater than 0.5 [46,52,90,91]. The findings are summarized in Table 3.…”

Section: Reliability Testmentioning

confidence: 80%

Total Quality Management and Small and Medium-Sized Enterprises’ (SMEs) Performance: Mediating Role of Innovation Speed

2022

Self Cite

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This study focuses on investigating the role of innovation speed in mediating the relationship between total quality management and small and medium-sized enterprise performance. Cross-sectional data from 484 Nigerian small and medium-sized manufacturing enterprises were collected using judgmental sampling, which was targeted at the owners and managers of small-scale manufacturing enterprises within Nigeria. The obtained data were evaluated using both descriptive and inferential statistical techniques. Hence, the heuristic model for the relationship was subjected to a string of tests using the partial least squares structural equation modeling technique. The results show that total quality management is positively related to operational performance as well as innovation speed, which has a substantial influence on the nexus between total quality management (TQM) and small and medium-sized enterprises’ (SME) performance. The study expands the understanding of innovation, regarding speed and its measures within total quality management, where the five basic dimensions of total quality management are top management quality practices, employee quality management, customer orientation, process management, and employee knowledge and training. Furthermore, the model contributes to the scarce literature on the mediating factors needed to boost the operational performance of small-scale manufacturing firms.

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Section: Reliability Testmentioning

confidence: 80%

Total Quality Management and Small and Medium-Sized Enterprises’ (SMEs) Performance: Mediating Role of Innovation Speed

2022

Self Cite

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“…Online service quality merupakan faktor penting yang harus diperhatikan dengan baik kualitasnya bagi pedagang elektronik karena mereka hanya bisa mengandalkan online service quality untuk memberikan online satisfaction kepada pelanggan yang mana berbeda dengan pedagang tradisional yang produknya bisa disentuh langsung, persepsi kenyamanan hingga kenikmatan berbelanja secara langsung bisa dirasakan ditempat tersebut. Online service quality yang mempunyai kualitas tinggi dapat menimbulkan e-satisfaction yang mana pada akhirnya sebagai kekuatan pendorong terciptanya online loyalty (Olaleye et al, 2021). Penelitian ini menggunakan dimensi online service quality yang terdiri dari privacy/security, reliability, responsiveness, efficiency dan web design.…”

Section: Pendahuluanunclassified

Pengaruh Dimensi Online Service Quality Terhadap Online Loyalty Melalui Mediasi Online Satisfaction Pada Pengguna E-Commerce C2C di Kota Batam

Rosalinda

Sinambela

2023

AT-Tadbir j. ilm. manaj.

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The total of the sample that have been obtained are 354 questionnaires using non-probability sampling. Hypothesis testing in this research using SEM-PLS (Partial Least Square). Research results showed that there is a significant influence on online service quality dimensions, which are reliability, efficiency, and web design toward online satisfaction. Whereas, there is also an insignificant influence from online service quality dimension that are privacy/security and responsiveness on online satisfaction. The results of the indirect effect indicate that the dimensions of online service quality, which consist of reliability, efficiency, and web design, significantly influence online loyalty through online satisfaction mediation. On the other hand, the dimensions of online service quality are privacy/security and responsiveness do not have an insignificant effect on online loyalty through online satisfaction mediation.

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“…The ECT can relate which customers always have expectation on the quick response with the inquiries which not many customers have a high level of patience when it comes in waiting issues (Lee and Lin, 2005). Highly communication for responsiveness dimensions was require where the greatest level of availability in replying any questions and complaints from customers as well as offering the most excellent conceivable help no matter in the time by giving right answer (Olaleye et al, 2021).…”

Section: J Responsivenessmentioning

confidence: 99%

Online Retail Service Quality, Who Satisfy? - Customer Satisfaction

Ming

2022

DREAM

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For the past few years, e-commerce has grown rapidly. Many companies or entrepreneurs choose this platform to sell their product through websites or applications. However, although e-commerce has grown and many customers enjoy using it, still profit gained from online platforms depend on quality of service as if the quality of service was bad it might affect the dissatisfaction of customers, and it might as well affect the business to fail. The purpose of this study to examine the connection between the e-quality service (e-SQ) of online service and customer satisfaction. The variables such as website design, reliability, responsiveness, and trust used to be measured to determine the level of dissatisfaction. There were about 162 respondents who participated in this study by answering the questionnaire that has been distributed via online platforms around China. Both primary and secondary data has been used for the data collection and this research was conducted as a quantitative method. SPSS and Smart PLS software were used for this study to analyze the data.

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E-quality services: A paradigm shift for consumer satisfaction and e-loyalty; Evidence from postgraduate students in Nigeria

Cited by 13 publications

References 1 publication

Total Quality Management and Small and Medium-Sized Enterprises’ (SMEs) Performance: Mediating Role of Innovation Speed

Total Quality Management and Small and Medium-Sized Enterprises’ (SMEs) Performance: Mediating Role of Innovation Speed

Pengaruh Dimensi Online Service Quality Terhadap Online Loyalty Melalui Mediasi Online Satisfaction Pada Pengguna E-Commerce C2C di Kota Batam

Online Retail Service Quality, Who Satisfy? - Customer Satisfaction

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