Consumer's Perception of Website Service Quality: An Empirical Study

Ahmad, Aqil; Rahman, Obaidur; Khan, Mohammed Naved

doi:10.1080/15332861.2016.1144442

Cited by 33 publications

(33 citation statements)

References 77 publications

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“…Thus, by investigating the critical role of each of the four dimensions of eTailQ to explain e-loyalty development, the current study can offer a more comprehensive and complete understanding of eTailQ in the research model. Moreover, despite the wide recognition and popularity of the eTailQ scale, it has been subjected to various criticisms [32]. For instance, various studies have questioned its dimensionality, appropriateness and consistency [33].…”

Section: Study Significance and Rationalementioning

confidence: 99%

“…In the context of e-commerce, the link between satisfaction and loyalty holds true, and is stronger in online environments due to the high levels of uncertainty and lack of physical communication [36]. Therefore, such a relationship has been frequently investigated in various studies [32,48]. Customer satisfaction is heavily dependent on customer experience while purchasing and consuming products or services.…”

Section: H1mentioning

confidence: 99%

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Boosting Customer E-Loyalty: An Extended Scale of Online Service Quality

Al-Adwan

Al-Horani

2019

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The Customer trust, satisfaction and loyalty with regard to the provision of e-commerce services is expected to be critical factors for the assessment of the success of online businesses. Service quality and high-quality product settings are closely linked to these factors. However, despite the rapid advancement of e-commerce applications, especially in the context of business to consumer (B2C), prior research has confirmed that e-retailers face difficulties when it comes to maintaining customer loyalty. Several e-service quality frameworks have been employed to boost service quality by targeting customer loyalty. Among these prominent frameworks is the scale of online etail quality (eTailQ). This scale has been under criticism as it was developed before the emergence of Web 2.0 technologies. Consequently, this paper aims to fill this gap by offering empirically-tested and conceptually-derived measurement model specifications for an extended eTailQ scale. In addition, it investigates the potential effects of the extended scale on e-trust and e-satisfaction, and subsequently e-loyalty. The practical and theoretical implications are highlighted to help businesses to design effective business strategies based on quality in order to achieve enhanced customer loyalty, and to direct future research in the field of e-commerce.

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Section: Study Significance and Rationalementioning

confidence: 99%

Section: H1mentioning

confidence: 99%

Boosting Customer E-Loyalty: An Extended Scale of Online Service Quality

Al-Adwan

Al-Horani

2019

Information

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“…Among the scientific papers of economists who studied the nature and specifics of electronic services, should be noted the papers of the following authors: Aulkemeier F., Chou Y.-C., Gefen D., Hepp M., Jøsang A., Li Y., Sun Z., Xu X. et al [12][13][14][15][16][17][18][19] The process of providing e-services and the issues of ensuring their quality are investigated in the papers of Ahmad A., Collier J.E., Cox J., Janda S., Santos J., Zhao G. et al [20][21][22][23][24][25][26] Further development of the study of electronic services is presented in the articles of Barrutia J.M., Bressolles G., Chaparro-Peláez J., Kivijärvi M., Sullivan J.R. et al who studied models of managing interactions with electronic service consumers [27][28][29][30][31].…”

Section: Related Workmentioning

confidence: 99%

Influence of E-Governance on Business and Economy

2019

GJEBA

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The development of information and communication technologies has reached a level where their use in government is becoming not only expedient but also inevitable. The Internet and ICT have created the technical and technological foundation that can significantly improve the efficiency of public administration, provide businesses and citizens with access to necessary information, simplify bureaucratic procedures and reduce the time for decision making. This article describes the new conditions in which the business is developing. The article presents the features of the interaction of e-government and business, the impact of e-government on the development of the economy as a whole. The authors analyzed the process of development of technologies for e-government. They reformulate the term "e-government" based on the definitions presented in the literature. The authors identified the tasks that are solved by means of e-government. Also, the authors set up indicators for evaluating the effectiveness of the e-government. Finally, the structure of the quality standard for e-government services was suggested. The implementation of the e-government demonstrates advantages for the further development of the economic sector and whole state in general.

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“…The prompt and versatile communication capabilities of the Internet have turned it into a medium where individuals freely exchange information as well as communicate with people worldwide (Ahmad & Khan, 2017a;Ahmad, Rahman, & Khan, 2016;Belch & Belch, 2004). Internet has transformed itself into a powerful platform that has changed the way people communicate and do business.…”

Section: Introductionmentioning

confidence: 99%

Predicting attitude of young Indian consumers toward brand pages over social media: A structural equation modeling approach

Ahmad

2020

Journal of Public Affairs

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With the growth in the number of Internet and social media users, marketers have analyzed the potential and have started using the platform to interact, reach, and target consumers all around the world. Marketers must ensure that they get a positive attitude of the social media users toward their promotional activities on social media. The researcher in the present study attempts to explore the factors that help in building a positive attitude toward brand pages over social networking sites. To gauge the attitude of the social media users toward brand pages over social media, the researcher in the present study has adapted a research instrument comprising perceived usefulness, informativeness, trust, and hedonism that together result in a positive attitude. The present study explores the understanding of the role of perceived usefulness, informativeness, trust, and hedonism in the formation of a positive attitude of the social media users toward brand pages over the platform.

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Consumer's Perception of Website Service Quality: An Empirical Study

Cited by 33 publications

References 77 publications

Boosting Customer E-Loyalty: An Extended Scale of Online Service Quality

Boosting Customer E-Loyalty: An Extended Scale of Online Service Quality

Influence of E-Governance on Business and Economy

Predicting attitude of young Indian consumers toward brand pages over social media: A structural equation modeling approach

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