A proposed scale for measuring the quality of social media services: An E‐S‐QUAL approach

Kim, Hae Min; Nitecki, Danuta A.

doi:10.1002/meet.2014.14505101104

Cited by 7 publications

(9 citation statements)

References 16 publications

(13 reference statements)

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“…Falk & Hammerschmidt, 2006;Li & Suomi, 2007;Akinci et al, 2010;Sandhu & Bala, 2011;Janita & Miranda, 2013;Kim & Nitecki, 2014). Parasuraman et al (2005) e-service quality model is rooted from mean-end framework, and they develop E-S-QUAL (e-service quality) with four dimensions: efficiency, system availability, fulfillment and privacy, and E-RecS-QUAL (quality of recovery service provided by firm's web sites) with three dimensions: responsiveness, compensation and contact for measuring the service quality delivered by Web sites on which customers shop electronically (See Figure 1).…”

Section: Service Quality In E-bankingmentioning

confidence: 99%

Service Quality and Customer Satisfaction in the Electronic Banking

Tharanikaran¹,

Sritharan²,

Thusyanthy³

2017

IJBM

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The present study aims to assess the degree of service quality and customer satisfaction in the electronic banking context in Battticaloa district. To achieve these objectives a questionnaire was developed with item measures that capture the service quality and customer satisfaction constructs. In a study of 231 respondents (51 percent of response rate), unidimensionality, reliability and validity assessments were conducted to validate the key constructs and one sample t-test was performed to test the hypotheses. The results indicated that service quality and customer satisfaction were at high degree in the electronic banking in Battticaloa district. The findings of this study assist the bank managers, academics and practitioners to develop and implement service quality and customer satisfaction related strategies in the electronic banking. Further, this study makes a contribution to the existing literature by comprehensively examining the notions of service quality and customer satisfaction in the electronic banking.

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Section: Service Quality In E-bankingmentioning

confidence: 99%

Service Quality and Customer Satisfaction in the Electronic Banking

Tharanikaran¹,

Sritharan²,

Thusyanthy³

2017

IJBM

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“…Metode E-S-Qual merupakan sejauh mana layanan (website) memfasilitasi efisien dan efektif dalam hal belanja, pembelian, pengiriman produk dan jasa (Zeithaml, et al, 2002). Metode ini juga telah dikembangkan dari penelitian yang dilakukan oleh (Kim, et al, 2014) menghasilkan modifikasi variabel (itemitem) yang ada, agar tepat dan sesuai digunakan untuk menilai dan memastikan bahwa layanan elektronik pada media sosial terutama dalam hal pengiriman informasi online dapat terus berjalan dengan baik. Berdasarkan latar belakang di atas, maka dibutuhkan sebuah pengukuran kualitas layanan informasi sejauh mana penerepan teknologi informasi, khususnya media sosial yang digunakan oleh pihak sekolah dalam hal penyebaran informasi.…”

Section: Jurnal Sistem and Teknologi Informasi Komunikasiunclassified

Pengukuran Kualitas Layanan Informasi Pada Media Social Terhadap Kepuasan Pengguna Dengan Menggunakan Metode E-S-Qual

Pratama¹,

Wijaya²

2019

Jalan Bangau No.60 Palembang 30113

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Penelitian ini bertujuan untuk memberikan gambaran mengenai kualitas layanan informasi pada media sosial terhadap kepuasan pengguna dengan metode E-S-Qual yang mengacu kepada empat variabel yaitu Efficiency (Efisiensi), System Availability (Ketersediaan Sistem), Fulfillment (Pemenuhan) dan variabel Privacy (Pribadi). Responden yang dilibatkan dalam penelitian adalah Siswa/siswi SMA Xaverius 3 Palembang, dengan jumlah responden 100 siswa/siswi. Teknik pengambilan sampel menggunakan simple random sampling. Kuesioner dalam penelitian ini diuji dengan menggunakan uji validitas dan uji reliabilitas, kemudian dilakukan pengujian asumsi klasik yaitu uji normalitas, uji multikolonieritas, uji autokorelasi dan uji heteroskedastisitas. Dalam menganalisis seberapa besar pengaruh variabel dependen terhadap variabel independen dalam penelitian ini menggunalakn uji regresi linier berganda. Uji hipotesis dilakukan dengan uji t, uji F dan koefisien determinasi (R 2). Hasil penelitian ini menunjukkan variabel Efficiency (X1), System Availability (X2), Fulfillment (X3) dan variabel Privacy (X4) berpengaruh signifikan/positif terhadap variabel User Satisfaction (Y) secara simultan (bersama-sama) maupun secara parsial (terpisah).

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“…Service Quality is an ability measurement of providing services that fit with customer demand (Kim & Nitecki, 2014;Lewis & Booms, 1983;Sorooshian, Salimi, Salehi, Nia & Asfaranjan, 2013).…”

Section: Service Qualitymentioning

confidence: 99%

“…Service Quality (Kim & Nitecki, 2014) Efficiency The speed and ease in accessing and using provided service System Availability The correct technical function from the platform Fulfillment Service operational to customers, such as accurate scheduling, respond to customer, value information is delivered on time, etc.…”

Section: Usefulnessmentioning

confidence: 99%

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Evaluation of social media channel preference for student engagement improvement in universities using entropy and TOPSIS method

Meyliana

Hidayanto

Budiardjo

2015

JIEM

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Abstract:Purpose: To analyze students' social media preference in order to improve student engagement with university by examining social media implementation quality in terms of information and service quality.Design/methodology/approach: Research methodology is started with the hierarchy creation of student engagement with university which then translated into questionnaire. This questionnaire was distributed to 58 universities in Jakarta (Indonesia's capital). The questionnaire result was analyzed with entropy and TOPSIS method. Findings:In social media implementation quality, information quality is more important than service quality because in social media, a good information quality is really relevant with the usefulness and comprehensiveness of the information. On the other hand regarding service quality, the system availability will help students in their interaction process with university, on top of the service's efficiency and fulfillment. This directly impacts the cooperation between students, active learning process, and students' expectation. The social medias students preferred to improve student engagement with universities respectively are LINE, Facebook, Twitter, Wiki, Blog, Instagram, YouTube, Path, LinkedIn, and Podcast.-1676-Journal of Industrial Engineering and Management -http://dx.doi.org/10.3926/jiem.1652Research limitations/implications: Social media's role is not only to create student engagement in the learning process, but also other aspects included by Chickering & Gamson (1987). Practical implications:The Social CRM channel shift from electronic into social media shows that social media holds an important role for university since it eases up the communication between university and the students. The good social media management has been an issue that needs to be solved by university by creating a unit or delegate a person that can manage the social media correctly and quickly so the students feel that they get the good service they want.Originality/value: The other researches focus on observing social media influence to improve student engagement, but only in the context of learning process. This research observes social media roles in student engagement thoroughly according to the existing good practice. This research can also shows the order of social media that are seen important to create student engagement.

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A proposed scale for measuring the quality of social media services: An E‐S‐QUAL approach

Cited by 7 publications

References 16 publications

Service Quality and Customer Satisfaction in the Electronic Banking

Service Quality and Customer Satisfaction in the Electronic Banking

Pengukuran Kualitas Layanan Informasi Pada Media Social Terhadap Kepuasan Pengguna Dengan Menggunakan Metode E-S-Qual

Evaluation of social media channel preference for student engagement improvement in universities using entropy and TOPSIS method

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