The Influence of E-Service-Quality on Customer Value Perception and Satisfaction: The Case of Third-Party Web Sites

Zhuang, Weiling; Babin, Barry J.

doi:10.1007/978-3-319-10912-1_32

Cited by 9 publications

(12 citation statements)

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“…In this study, the customer's appraisal of e-service quality is at the initial stage of the selfregulation process, namely, the appraisal process. Traditional service quality is generally defined as the difference between expected service and perceived service (Gronroos, 1982;Parasuraman et al, 1988Parasuraman et al, , 1991Zhuang and Babin, 2015). Therefore, the e-service quality of online retail can be defined as the perception of the degree to which the service meets the customer's expectations.…”

Section: E-service Qualitymentioning

confidence: 99%

Lady first? The gender difference in the influence of service quality on online consumer behavior

Wei-hua

Kim

2019

NBRI

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Purpose This paper aims to articulate the gender differences in the influence of service quality on online consumer behavior. Design/methodology/approach Through data collected via a Web-based questionnaire survey from 330 consumers in China, this study builds and analyzes a structural equation model, using five dimensions of E-service quality, customer satisfaction and customer loyalty, and focuses on the moderation test of gender. Findings This study finds that first, efficiency dimension of e-service quality is of same importance for male and female customers; second, there are significant gender differences in the responsiveness and reliability dimensions of E-service quality, which affect customer satisfaction; third, the impact of female customer satisfaction on customer loyalty is stronger than for male customers. Practical implications Online retailers with limited service resources should preferentially respond to service requests from male customers and provide more reliable services for female consumers under the same condition. Originality/value The research validated the applicability of self-regulation theory in online consumer behavior, explored the occurrence stage and characteristics of gender differences in online consumer behavior under influence of SRT and first found some apparent gender differences in the influence of different dimensions of e-service quality on online consumer behavior.

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Section: E-service Qualitymentioning

confidence: 99%

Lady first? The gender difference in the influence of service quality on online consumer behavior

Wei-hua

Kim

2019

NBRI

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“…Satisfaction is widely accepted as well as extensively researched topics in the field of marketing (Matute, Polo-Redondo and Utrillas, 2016;Ziggers and Henseler, 2016;Zhuang and Babin, 2015). A variety of autonomous and dependent concepts and actions have been acknowledged and used to find the drivers of e-satisfaction.…”

Section: E-satisfactionmentioning

confidence: 99%

Driving loyalty through satisfaction and Trust in e-environment: A case of developing Country

Zeeshan

Bashir

2019

NRJSS

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Purpose – The objective of this study is to determine the factors that contribute to online shopping loyalty in Malaysian’s e-retailing environment. Design/methodology/approach–The research aim of this study focuses on Malaysian consumers. The study undertakes an empirical approach and therefore, data were collected through a self-administered online questionnaire and 291 responses were found to be usable. The structural equation modelling technique was used for the analysis of the data with the help of AMOS 22. Findings–The empirical results show that website perceived usefulness, ease of use, privacy/security and e-scape are significant predictors of web site e-satisfaction and e-trust. Furthermore, to establish an online loyalty, companies need to focus their attention on e-satisfaction and e-trust. Practical Implications – Although previous studies have investigated the pertinent issues about online retailing. However, very few studies have been conducted in developing counties like Malaysia. Furthermore, this study proposes a research framework which could be helpful for e-retailers to enhance consumes value by strategically focusing on online shopping loyalty. Originality/Value – The empirical results of this study address a serious gap in the existing literature especially in the context of an emerging country in the context of e-retailing.

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“…Privacy Privacy refers to the security of information that is not freely accessible to unauthorized parties [3], [11]. This policy should be done by all companies that do marketing online [16], [17]. With this policy, customers can conveniently conduct transactions online.…”

Section: Figure 1 Dimension Of Authormentioning

confidence: 99%

“…Designing a website that is easier to use and understood by a customer will affect the behavior of these customers to interact on the web [20]. The quality of websites plays an important role in facilitating transactions between buyers and sellers, and thus, in increasing the satisfaction and retention of buyers and sellers against websites [17].…”

Section: Web Designmentioning

confidence: 99%

Critical Success Factor Online Service Quality In Online Marketing: A Systematic Literature Review

Murad

Wandanaya³

et al. 2018

2018 10th International Conference on Information Technology and Electrical Engineering (ICITEE)

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Quality of service has a very strong influence on customer satisfaction and on company performance. Improving the quality of service to satisfy and retain customers is one of the most challenging and important issues in recent decades, this is due to its strong effect on business performance in various aspects. One of the factors to meet the quality of service we need to improve the quality of online services. This study aims to determine the determinants of success (CSFs) in improving the quality of online services using a systematic literature review approach to papers published in 2013-2016. According to the findings of 21 relevant papers, there are 8 factors successfully applied: privacy, web design, accuracy of information/quality, ease of use, reliability, security, responsiveness, usability. These proven factors can be used to improve the quality of online services for online marketing and sales.

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The Influence of E-Service-Quality on Customer Value Perception and Satisfaction: The Case of Third-Party Web Sites

Cited by 9 publications

References 0 publications

Lady first? The gender difference in the influence of service quality on online consumer behavior

Lady first? The gender difference in the influence of service quality on online consumer behavior

Driving loyalty through satisfaction and Trust in e-environment: A case of developing Country

Critical Success Factor Online Service Quality In Online Marketing: A Systematic Literature Review

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