E-service Quality Impact on Online Customer’s Perceived Value and Loyalty

Chen, Mei-Hui; Nan, Chia; Tsai, Kune-Muh; Hsu, Ying-Chiech; Lee, Kuan-Yin

doi:10.17265/1537-1514/2013.05.004

Cited by 15 publications

(7 citation statements)

References 64 publications

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“…Anderson and Srinivasan (2003) also argued that e-service quality positively affects customers' e-loyalty. Chen et al (2013) also stated that those customers who were having good perception for service offered using websites are more likely to show higher loyalty. Based on these arguments, we hypothesized that:…”

Section: E-service Quality and E-loyaltymentioning

confidence: 99%

Toward the e-loyalty of digital library users: investigating the role of e-service quality and e-trust in digital economy

Anser

Tabash

Nassani

et al. 2021

LHT

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PurposeThis study aims to investigate the role of e-service quality and e-trust for achieving e-loyalty among digital library users in the digital economy. The current study examined the mediation effect of e-trust in the connection between e-service quality and e-loyalty.Design/methodology/approachCross-sectional design was applied for the purpose of data collection and empirical findings of the study. Survey method was used for the purpose of data collection from 783 online digital libraries users.FindingsResults reveal that e-service quality positively predicts e-trust in digital economy. Moreover, in digital economy e-trust predicts the e-loyalty. The findings also reveal that e-trust mediates the relationship between e-service quality and e-loyalty links.Originality/valueThe finding of study suggested that individual level e-trust have a strong effect on e-loyalty in digital economy. Individual level aspects in term of e-service quality have a direct effect on e-trust to improve their e-loyalty. The finding indicated that digital libraries users in future will be more loyal toward e-service quality providers. The results are useful for the management of digital libraries and academia for future. This is the first study that includes e-service quality, e-trust and e-loyalty in the context of digital economy.

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Section: E-service Quality and E-loyaltymentioning

confidence: 99%

Toward the e-loyalty of digital library users: investigating the role of e-service quality and e-trust in digital economy

Anser

Tabash

Nassani

et al. 2021

LHT

View full text Add to dashboard Cite

show abstract

“…The results of research conducted by previous researchers found that electronic service quality has a significant influence on customer value Chinomona et al (2014), customer satisfaction (Raza et al, 2020), and customer loyalty (Asgari et al, 2014). However, there are also other research results which find that electronic service quality does not have a significant influence on customer value (Chen et al, 2013), customer satisfaction Candra & Juliani (2018), and customer loyalty (Chang & Wang, 2011).…”

Section: Introductionmentioning

confidence: 91%

The Effect of Electronic Service Quality on Customer Loyalty with Customer Value and Customer Satisfaction As Serial Mediation

Meitria,

Harmen,

2024

IJARBSS

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This research aimed to analyze the role of customer value and customer satisfaction as a serial mediation between the effects of electronic service quality on customer loyalty. The sampling technique used was quota sampling with a total sample of 243 respondents, while the data analysis technique used was the Structural Equation Model. The results showed that customer value and customer satisfaction have a significant effect on increasing customer loyalty; and electronic service quality does not have a significant effect on increasing customer loyalty directly, but indirectly electronic service quality has a significant effect on increasing customer loyalty through customer value and customer satisfaction. Then, customer value and customer satisfaction also act as perfect mediation between the effect of electronic service quality on customer loyalty. Thus, it can be concluded that the variables of customer value and customer satisfaction in this research act as a serial mediation between the effect of electronic service quality on customer loyalty.

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“…With the rise of online shopping, previous literature has emphasized the critical role of information quality in influencing consumers' online purchasing behavior. For example, Chen et al [43] discovered that information quality had a positive impact on the utilitarian value of online shoppers. Apart from information quality, quick and efficient service also enhances the perceived utilitarian value for buyers.…”

Section: Perceived Utilitarian Valuementioning

confidence: 99%

Exploring Determinants of Second-Hand Apparel Purchase Intention and Word of Mouth: A Stimulus–Organism–Response Approach

Tymoshchuk,

Lou,

Chi

2024

Sustainability

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The U.S. second-hand clothing industry is experiencing rapid growth, driven by increasing environmental awareness among consumers. However, there is a gap in understanding the driving forces behind this trend. This study aims to investigate the impact of external factors, including product quality, information quality, and service quality, on consumers’ internal emotions and examines how these emotional states, encompassing hedonic value, utilitarian value, environmental value, functional risk, aesthetic risk, and sanitary risk, influence their purchase intentions and word-of-mouth recommendations. Data were collected from 448 consumers who have shopped for second-hand clothing through an online survey conducted on Qualtrics. Multiple regression was applied to test the hypotheses. The findings indicate that product quality, information quality, and service quality enhance consumers’ perceived hedonic, utilitarian, and environmental values. Furthermore, service quality significantly reduces consumers’ perceived risks in terms of functionality, aesthetics, and sanitation. Additionally, consumers’ purchase intentions and word of mouth regarding second-hand clothing are positively influenced by their perceived hedonic, utilitarian, and environmental values. This research enriches the understanding of consumer behavior in the second-hand marketplace and offers insightful implications for retailers and marketers in the second-hand clothing industry.

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E-service Quality Impact on Online Customer’s Perceived Value and Loyalty

Cited by 15 publications

References 64 publications

Toward the e-loyalty of digital library users: investigating the role of e-service quality and e-trust in digital economy

Toward the e-loyalty of digital library users: investigating the role of e-service quality and e-trust in digital economy

The Effect of Electronic Service Quality on Customer Loyalty with Customer Value and Customer Satisfaction As Serial Mediation

Exploring Determinants of Second-Hand Apparel Purchase Intention and Word of Mouth: A Stimulus–Organism–Response Approach

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