Impact of E-service quality on customer satisfaction: a study of internet banking for general and maritime services in Nigeria

Ighomereho, Salome O.; Afolabi, Taofeek Sola; Oluwakoya, Adeniyi Olufemi

doi:10.1057/s41264-022-00164-x

Cited by 16 publications

(11 citation statements)

References 20 publications

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“…According to Li and Suomi (2009), the critical attributes of responsiveness include providing adequate contact information, as well as prompt and timely responses to customers to ensure quick resolutions of problems. Previous studies on e-service quality confirmed that responsiveness is the critical factor in influencing customers' perceptions of the quality of e-service and leads to increased customer satisfaction (Ighomereho, Afolabi, & Oluwakoya, 2022;Zemblyt_ e, 2015). Iqbal et al (2020), assessing the e-service quality of e-commerce websites in Pakistan, found that website providers ensured they promptly responded to consumers' concerns and questions to improve the e-service quality.…”

Section: Insights From Online Shoppers In Pakistanmentioning

confidence: 98%

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Exploring the effects of e-service quality and e-trust on consumers' e-satisfaction and e-loyalty: insights from online shoppers in Pakistan

Ashiq,

Hussain

2023

JEBDE

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PurposeThe purpose of this study is to investigate the impact of e-service quality and e-trust on customer e-satisfaction and, subsequently, on customer e-loyalty towards a website in the online shopping environment of Pakistan.Design/methodology/approachThe research employed a quantitative approach and utilised structural equation modelling to investigate the relationship between e-service quality and e-trust on consumers’ e-satisfaction and e-loyalty. The data were collected from 250 individuals who actively use online shopping websites to purchase products in Pakistan.FindingsThe findings revealed that e-service quality and e-trust offered on e-commerce websites significantly impacted customer e-loyalty. However, it was found that both e-service quality and e-trust do not have a significant impact on customer e-satisfaction. In addition, the findings showed that customer e-satisfaction positively impacts e-loyalty.Research limitations/implicationsOverall, these findings emphasise the importance of e-service quality, e-trust and customer e-satisfaction and their role in cultivating customer loyalty within the context of the online shopping environment in Pakistan.Originality/valueThis study contributes to the existing literature on online shopping in Pakistan by exploring the factors influencing consumer behaviour in this context. The findings add to the academic understanding of consumer behaviour and provide valuable insights for e-commerce businesses in Pakistan.

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Section: Insights From Online Shoppers In Pakistanmentioning

confidence: 98%

“…To deliver excellent e-service quality in an e-commerce setting, it is important to ensure customer satisfaction (Ighomereho et al, 2022). Previous research (Rita et al, 2019) has confirmed that the provision of e-service quality by an online store significantly impacts customer e-satisfaction.…”

Section: Relationship Between E-service Quality and E-satisfactionmentioning

confidence: 99%

Exploring the effects of e-service quality and e-trust on consumers' e-satisfaction and e-loyalty: insights from online shoppers in Pakistan

Ashiq,

Hussain

2023

JEBDE

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“…Many studies show the relationship between web/app quality and user acceptance. This is because web/app quality has a positive impact on beliefs about the perceived usability and ease of use of websites/apps (Ahn et al, 2007;Ali et al, 2022;Ighomereho et al, 2022;Palos-Sanchez et al, 2021). Moreover, Teng and Khong (2021) and Awad et al (2022) state that the system's quality can affect not only the adoption of a system but also its continued use, being a trigger for other essential issues such as security and privacy.…”

Section: Web/app Qualitymentioning

confidence: 99%

Crypto-wallets revolution! Key factors driving behavioral intention to adopt the Coinbase Wallet using mixed PLS-SEM/fsQCA methodology in the Spanish environment

Gil-Cordero,

Ledesma-Chaves,

Arteaga Sánchez

et al. 2024

IJBM

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PurposeThe aim of this study is to examine the behavioral intention (BI) to adopt the Coinbase Wallet by Spanish users.Design/methodology/approachA survey was administered to individuals residing in Spain between March and April 2021. There were 301 questionnaires analyzed. This research applies a new predictive model based on technology acceptance model (TAM) 2, the unified theory of acceptance and use of technology (UTAUT) model, the theory of perceived risk and the commitment trust theory. A mixed partial least squares structural equation modeling (PLS-SEM)/fuzzy-set qualitative comparative analysis (fsQCA) methodology was employed for the modeling and data analysis.FindingsThe results showed that all the variables proposed have a direct and positive influence on the intention to use a Coinbase Wallet. The findings present clear directions for traders, investors and academics focused on improving their understanding of the characteristics of these markets.Originality/valueFirst, this study addresses important concerns relating to the adoption of crypto-wallets during the global pandemic. Second, this research contributes to the existing literature by adding electronic word of mouth (e-WOM), trust, web quality and perceived risk as new drivers of the intention to use the Coinbase Wallet, providing unique and innovative insights. Finally, the study offers a solid methodological contribution by integrating linear (PLS) and nonlinear (fsQCA) techniques, showing that both methodologies provide a better understanding of the problem and a more detailed awareness of the patterns of antecedent factors.

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“…Factors such as web architecture, user friendliness, efficiency of the website, reliability, responsiveness, security and personalization play an important role in the e-banking service quality and customer satisfaction (Mir et al , 2022). Some recent studies (Jose et al , 2021; Chauhan et al , 2022; Hanafizadeh and Amin, 2022; Ighomereho et al , 2022; Simmers et al , 2022) have explored the relationship of Internet banking service quality. This domain has been explored to an extent, and still, there is scope for further exploration.…”

Section: Review Of the Research Streams In The Bsq Literaturementioning

confidence: 99%

Banking service quality literature: a bibliometric review and future research agenda

Patel

Siddiqui

2023

QRFM

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Purpose The purpose of this paper is to perform a meta-bibliometric analysis of the banking service quality and to provide various research streams. Another goal is to provide future research questions to explore these areas in more detail. Design/methodology/approach The authors used three major academic databases (Scopus, ProQuest and EBSCO) from 1980–2021 and found 226 papers, where they performed the meta-bibliometric analysis by performing co-citation analysis, co-authorship analysis, cartographic analysis and content analysis. Findings The SERVQUAL model is the most used conceptual framework and model to study banking service quality. Structural equation modeling (SEM), followed by partial least squares SEM, is a majorly used method. There are three research streams in the literature: retail banking service quality, internet banking service quality and mobile banking service quality. Retail banking is the most studied stream, whereas mobile banking is the least studied stream. The study on banking service quality was initially conducted in developed markets, and later in emerging markets. All three streams have scope for further exploration, and hence, 44 future research questions have also been proposed. Research limitations/implications This study has implications for bank managers, academicians and future researchers. Originality/value This study is unique in that it examines the meta-bibliometric dimensions of banking service quality and provides directions for future research for academicians and researchers.

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Impact of E-service quality on customer satisfaction: a study of internet banking for general and maritime services in Nigeria

Cited by 16 publications

References 20 publications

Exploring the effects of e-service quality and e-trust on consumers' e-satisfaction and e-loyalty: insights from online shoppers in Pakistan

Exploring the effects of e-service quality and e-trust on consumers' e-satisfaction and e-loyalty: insights from online shoppers in Pakistan

Crypto-wallets revolution! Key factors driving behavioral intention to adopt the Coinbase Wallet using mixed PLS-SEM/fsQCA methodology in the Spanish environment

Banking service quality literature: a bibliometric review and future research agenda

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