Modelling consumers' perceptions of internet service quality by structured equation analysis

Rahman, Abdul; San, Lee Har; Dong, Jing; Yan, Qu; Nellikunnel, Syriac

doi:10.1504/ijsem.2017.10012741

Cited by 1 publication

(5 citation statements)

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“…Extant research documented that each e-service quality dimension is positively associated with customer loyalty. When e-retailers respond to consumers' complaints promptly (responsiveness dimension), researchers found that customers are loyal (Tan et al, 2018). Previous studies reported a positive relationship between accessibility and customer loyalty (Nihayah et al, 2021;Alsudairi, 2012).…”

Section: Tqm 358mentioning

confidence: 99%

“…Responsiveness concerns how quickly e-retailers handle the problems/complaints of customers and address their issues (Tan et al ., 2018). For example, when e-retailers respond to the customers and help them with what they need (after-sales service) or complaints about the delivery of the wrong or defective product, it is more likely that the customers will be satisfied and become loyal (Ighomereho et al ., 2022).…”

Section: Literature Review Theoretical Background and Hypotheses Deve...mentioning

confidence: 99%

“…In addition, the seminal works of Parasuraman et al (1985) on service quality (SERVQUAL) dimensions have laid out a convenient platform for other researchers to advance further on the topic resulting in various service quality measures. Subsequently, the research investigating e-service quality has exploded and covered several areas, including e-shopping (Tan et al, 2018;O'Cass and Carlson, 2012;Bauer et al, 2006;Zeithaml et al, 2000), online travel service (Hongxiu et al, 2009), hotels and hospitality (Clemes et al, 2011), after-sales service (Murali et al, 2016), e-banking (Nihayah et al, 2021;Raza et al, 2020;Shankar and Jebarajakirthy, 2019;Rahi and Ghani, 2019;Hammoud et al, 2018;Alsudairi, 2012), cyber-book shops (Barnes and Vidgen, 2001), healthcare (Ansari, 2022), project-based industries such as shipbuilding, construction, oil and gas (Emblemsvag, 2020). While traditional service quality measure was applied in the on-site retail environment, the SERVQUAL might not be applied to the e-retail environment (Tan et al, 2018;Phan and Nham, 2015;Hongxiu et al, 2009;Barrutia and Gilsanz, 2009).…”

Section: Introductionmentioning

confidence: 99%

“…Subsequently, the research investigating e-service quality has exploded and covered several areas, including e-shopping (Tan et al, 2018;O'Cass and Carlson, 2012;Bauer et al, 2006;Zeithaml et al, 2000), online travel service (Hongxiu et al, 2009), hotels and hospitality (Clemes et al, 2011), after-sales service (Murali et al, 2016), e-banking (Nihayah et al, 2021;Raza et al, 2020;Shankar and Jebarajakirthy, 2019;Rahi and Ghani, 2019;Hammoud et al, 2018;Alsudairi, 2012), cyber-book shops (Barnes and Vidgen, 2001), healthcare (Ansari, 2022), project-based industries such as shipbuilding, construction, oil and gas (Emblemsvag, 2020). While traditional service quality measure was applied in the on-site retail environment, the SERVQUAL might not be applied to the e-retail environment (Tan et al, 2018;Phan and Nham, 2015;Hongxiu et al, 2009;Barrutia and Gilsanz, 2009). Despite three decades of research, there is no consensus among the researchers on the exact dimensions of service quality because of the great diversity in the conceptualization and dimensionalization of service quality, including the e-service quality (e.g.…”

Section: Introductionmentioning

confidence: 99%

“…While traditional service quality measure was applied in the on-site retail environment, the SERVQUAL might not be applied to the e-retail environment (Tan et al ., 2018; Phan and Nham, 2015; Hongxiu et al ., 2009; Barrutia and Gilsanz, 2009). Despite three decades of research, there is no consensus among the researchers on the exact dimensions of service quality because of the great diversity in the conceptualization and dimensionalization of service quality, including the e-service quality (e.g.…”

Section: Introductionmentioning

confidence: 99%

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Web design and trust as moderators in the relationship between e-service quality, customer satisfaction and customer loyalty

Venkatakrishnan

Alagiriswamy

Parayitam

2023

TQM

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PurposeThis research aims to investigate the effects of e-service quality on customer satisfaction and customer loyalty. The moderating effects of web design and trust in the relationship between e-service quality and customer satisfaction are also explored.Design/methodology/approachA conceptual model involving various dimensions of e-service quality, customer satisfaction, loyalty, price perception and web design is developed, and hypothesized relationships are tested using Hayes’s PROCESS macros. A survey instrument and data from 650 respondents who are regular e-buyers from the southern part of India are used.FindingsThe results indicate that e-service quality positively relates to customer satisfaction and loyalty. The findings also suggest that price perception and trust are vital in enhancing customer satisfaction. Further, the indirect effect of e-service quality on customer loyalty through customer satisfaction is supported. Finally, web design (first moderator) and trust (second moderator) significantly influence the relationship between e-service quality and customer satisfaction.Research limitations/implicationsThis research underscores the importance of e-service quality, web design, and trust in influencing customer satisfaction. Based on the findings from this study, e-retailers are suggested to discover the methods of building and improving customer trust and create a web design that is appealing to the customer to enhance satisfaction and loyalty. Some of the limitations of this study include common method bias and social desirability bias. However, the authors have taken adequate care to minimize these biases.Originality/valueThis paper used the e-service quality model and investigated the consequences of e-service quality during the post-pandemic new normal period in a developing country (India). The double moderation of web design and trust is a novel idea that previous researchers have not explored to the best of the authors' knowledge and makes a significant contribution to service marketing. In addition to providing resounding evidence of direct relationships, the three-way interaction investigated in this study makes this study unique and pivotal.

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Section: Tqm 358mentioning

confidence: 99%

Section: Literature Review Theoretical Background and Hypotheses Deve...mentioning

confidence: 99%