Purpose – The purpose of this paper is to explore the quality factors influencing customer satisfaction in the electronic commerce (e-commerce) context using a triadic view of customer-e-retailer-third-party logistics provider, and to investigate the impacts of service quality on customer satisfaction and loyalty in the e-retailing supply chain. Design/methodology/approach – A literature review is used to determine the conceptual model and develop the measurement scales. Data are collected through a web survey mainly conducted in China. Structural equation modeling is used to analyze the collected data and test the research hypotheses. Findings – The results verify the proposed service quality framework, consisting of two dimensions (electronic service (e-service) quality and logistics service quality), in the e-commerce context. The results indicate that e-service quality and logistics service quality are strongly linked to customer satisfaction; that is, with e-service and logistics service, respectively. e-Service quality positively impacts customer satisfaction with logistics services, but logistics service quality negatively impacts customer satisfaction with e-services. Moreover, customer satisfaction with e-services is positively associated with customer loyalty for both e-services and logistics services. However, customer satisfaction with logistics services has no direct impact on related customer loyalty, and negatively impacts customer loyalty with e-services. Research limitations/implications – The survey focusses only on China; future data should verify whether different cultural backgrounds will impact the research results. Practical implications – The results show that e-retailers should not only focus on e-service quality, but also logistics service quality, which is critical to the success of e-commerce. Originality/value – A two-dimensional (e-service and logistics) service quality framework is proposed and empirically assessed in the context of the e-retailing supply chain. These impacts of the path of service quality on customer satisfaction and loyalty are highlighted.

Citizen satisfaction is a critical and decisive factor for persistent use of e-Government services as it can substantially impact on failure or success of e-Government projects. Main hurdle for e-government planners and practitioners in Pakistan is to find out the key determinants of e-satisfaction of their citizens. This article actually tries to identify the major factors that drive Pakistani citizen's e-Satisfaction while using Punjab Province Portal (http://www.punjab.gov.pk/) in Pakistan. After extensive relevant literature review we formulated 7 hypotheses and distinguished 7 different determinants namely trust, accessibility, awareness of e-services, quality of e-services, computer anxiety, customer expectations and security/privacy. A sample of survey data from 200 employees in 8 universities in different cities of Punjab Province of Pakistan was gathered to perform data analysis. Several key outcomes based on multiple linear regression and factor analysis were exhibited. These final results would help to understand the degree of satisfaction of Pakistani citizens. E-governmental policy-makers and practitioners both would be benefitted by this analysis and results of these determinants of e-satisfaction. Some recommendations and implications of our findings were also addressed at the end.

No abstract

It is a common problem for companies to sustain high levels of customer satisfaction in social media where customer opinions and attitudes propagate through a large population quickly. The value of customer participation has been emphasized in order to improve the information exchanging between customers and companies. Value co-creation is one of the most important ways to achieve that goal; and resources are the key issues towards value co-creation processes. To enhance competition power and improve the customer satisfaction, companies must have a deep insight of value co-creation, especially from the perspective of resources. In this paper, a resource mapping framework in social media has been given based on the value co-creation theory. The value co-creation processes have been split into three sub-processes: company resource-mapping processes, customer resource-mapping processes and encounter resource-mapping processes. At last, an instance has been analyzed to prove the proposed framework applicability.

Objective of this article is to investigate the success (by determining citizen’s intention to use and satisfaction) of Land Record Information Systems (LRMIS) from perspective of Pakistan. The success of this egovernment information system is investigated using an incorporated IS success model. Model formulated here features constructs such as System Quality, Service Quality, and Information Quality, Perceived Risk, Perceived Ease of Use, Perceived Satisfaction, Perceived Usefulness, Awareness, Trust, Information Security and Behavioral Intention. The suggested incorporated research model of IS was validated using feedbacks taken from 250 citizens across different cities of Pakistan. Verifiable findings showed the positive and substantial linkage between all 17 hypothesized associations of 10 different constructs. Validated data-based outcomes and argumentations provided in this research can help government to enrich upon and to completely avail the potentiality of LRMIS as serviceable and an effective computer system toward a digital, secure, lucid and uncorrupted society.