Impact of E-Service Quality on Customer Satisfaction and Loyalty Empirical Study in India Online Business

Sundaram, Vijayanand; Ramkumar, D; Shankar, Poorna

doi:10.24002/kinerja.v21i1.1034

Cited by 38 publications

(41 citation statements)

References 15 publications

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“…E-service quality is important to build customer loyalty because now onlinebased businesses have started to develop a lot; thus, e-service quality can determine customer loyalty. Based on the theory and supported by the research results of Asgari ( 2014), Cristobal et al (2007), and Sundaram et al (2017), it can be stated that e-service quality has a positive and significant influence on customer loyalty. H4: E-service quality has a positive and significant influence on customer loyalty.…”

Section: Loyaltymentioning

confidence: 86%

“…The existing literature on internet consumer behavior has not fully analyzed the benefits generated by higher perceived quality in terms of user satisfaction and loyalty. A research conducted by Sundaram et al (2017) stated that e-service quality significantly and positively influences customer loyalty. This research was conducted on e-commerce, aiming to test e-service quality with customer satisfaction and customer loyalty.…”

Section: Loyaltymentioning

confidence: 99%

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The influence of e-service quality, trust, brand image on Shopee customer satisfaction and loyalty

Handayani

Nuryakin

2021

JSB

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Purpose: This research's main objective is to determine the relationship among e-service quality, trust, and brand image to customer loyalty. Customer satisfaction was a mediator which focused on Shopee customers in Yogyakarta. Design/methodology/approach: The research respondents consisted of 245 customers. The reliability and validity tests were conducted. The collected data were analyzed using the SEM AMOS method. Findings: The research results showed that: 1) e-service quality had a positive and significant influence on customer loyalty; 2) trust had a positive and significant influence on customer loyalty; 3) brand image had a positive and significant influence on customer satisfaction; 4) e-service quality had a positive and significant influence on customer loyalty; 5) customer trust had a positive and significant influence on customer loyalty; 6) brand image had a positive and significant influence on customer loyalty; 7) customer satisfaction had a positive and significant influence on customer loyalty; 8) e-service quality had a direct influence on customer loyalty without customer satisfaction as a mediator; 9) trust had a direct influence on customer loyalty without customer satisfaction as a mediator; 10) brand image had a direct influence on customer loyalty without customer satisfaction as a mediator. Research limitation/implications: The research sample was Shopee customers in the Special Region of Yogyakarta. There had not been an analysis of other factors that influence customer satisfaction and loyalty, such as social risk and time risk. Practical implications: Future research should expand the research sample to Shopee customers outside of Yogyakarta Special Region. For further research, it is recommended to modify the proposed model so that the goodness of fit criteria obtained will be fulfilled by the good criteria. Originality/value: In the context of customer satisfaction and loyalty, this research had offered an empirical research model on the relationship among e-service quality, trust, brand image, customer satisfaction and customer loyalty on Shopee customers outside of Yogyakarta Special Region. The use of satisfaction had mediating influence of e-service quality, trust, brand image on customer loyalty.

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Section: Loyaltymentioning

confidence: 86%

Section: Loyaltymentioning

confidence: 99%

The influence of e-service quality, trust, brand image on Shopee customer satisfaction and loyalty

Handayani

Nuryakin

2021

JSB

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“…Hal ini sejalan dengan penelitian dari Sundaram (2017) yang menunjukkan bahwa faktor kualitas layanan seperti responsiveness dan trust berpengaruh secara positif terhadap loyalitas secara langsung. Oleh karena itu, kualitas pelayanan online yang diberikan oleh perusahaan melalui website sangat penting untuk diperhatikan dan dijaga kualitasnya karena merupakan komponen utama bagi penyedia jasa online yang dapat mempengaruhi kepuasan dan loyalitas pelanggan.…”

Section: Pengaruh Positif E-service Quality Terhadap Loyalitas Pelangganunclassified

Peran Mediasi Kepuasan Pelanggan Pada Pengaruh E-Service Quality, Persepsi Harga, Dan Promosi Penjualan Terhadap Loyalitas Pelanggan

Septiani

Nurhadi

2020

J. Fokus Manaj. Bisnis.

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This study aim was to determine the effect of e-service quality, price perception, and sales promotion on customer loyalty through customer satisfaction on Gojek customers in Yogyakarta. This research is a quantitative study with survey method. The population in this study were Gojek customers in Yogyakarta. The sampling technique used was purposive sampling, with a total sample of 235 respondents. The technique of collecting data used an online questionnaire that has been tested for validity and reliability. The data analysis technique used to test the hypothesis was bootstrapping method using macro PROCESS by Andrew F. Hayes. The results of this study show that there is a positive effect of e-service quality on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of price perception on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of sales promotion on the satisfaction of Gojek Yogyakarta customers, there is a positive effect of customer satisfaction on the loyalty of Gojek Yogyakarta customers, there is a positive effect of e-service quality on the loyalty of Gojek Yogyakarta customers, there is a positive effect of price perception on the loyalty of Gojek Yogyakarta customers, there is a positive effect of sales promotion on the loyalty of Gojek Yogyakarta customers, and there is the effect of e service quality, price perception, and sales promotion on customer loyalty through Gojek Yogyakarta customer satisfaction, as evidenced by the e-service quality variable mediation coefficient of 0,0442; the mediation coefficient of price perception variable is 0,0404; and the mediation coefficient of sales promotion variable is 0.0676.

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“…Sundaram et al in their study tested the conceptual framework of customer perception on service quality online business and its impact on satisfaction and loyalty through e-commerce business (Sundaram, Ramkumar, and Shankar 2017). Khan et al indicated that all the first latent constructs are significant where electronic customer satisfaction and e-customer loyalty are influenced by e-service quality.…”

Section: Role Of Service Quality In Customer Satisfactionmentioning

confidence: 99%

Customer Satisfaction Assessment of E-Supply Chain Quality in Online Shopping: A Case Study

Abdirad¹,

Krishnan²

2020

Preprint

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The purpose of this study is to examine the influence of Services Quality (SQ) of E-Supply Chain (E-SC) on customer satisfaction (CS) in online shopping. After a comprehensive review of the literature, the key factors of E-SC, CS, and SQ identification were selected. Then, the proposed conceptual model was presented. To validate this model, the data was collected through a survey of 150 respondents to diagnose customers’ satisfaction including online customers of “Digikala” online websites in Iran. The model was examined based on the partial least square-structural (PLS). Sample data was analyzed using SPSS21 and PLS. The proposed model was validated using factor analysis and structural equation modeling techniques. The results indicated that E-supply chain management(E-SCM) has a direct impact on CS. The effect of SQ is also confirmed. There is a positive and significant relationship between E-SCM and CS, E-SCM and SQ, and also, SQ and CS (P> 0.05).

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Impact of E-Service Quality on Customer Satisfaction and Loyalty Empirical Study in India Online Business

Abstract: Due to Globalization and advancement

Cited by 38 publications

References 15 publications

The influence of e-service quality, trust, brand image on Shopee customer satisfaction and loyalty

The influence of e-service quality, trust, brand image on Shopee customer satisfaction and loyalty

Peran Mediasi Kepuasan Pelanggan Pada Pengaruh E-Service Quality, Persepsi Harga, Dan Promosi Penjualan Terhadap Loyalitas Pelanggan

Customer Satisfaction Assessment of E-Supply Chain Quality in Online Shopping: A Case Study

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