Is there really an Asian connection? Professional service quality perceptions and customer satisfaction

Ueltschy, Linda C.; Laroche, Michel; Zhang, Man; Cho, Hyuksoo; Ren, Yongsheng

doi:10.1016/j.jbusres.2008.03.003

Cited by 52 publications

(47 citation statements)

References 53 publications

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“…Nowadays, Chinese customers expect core values, personalized care with improved products or service value rather than price to buy products through e-retailers. This finding is along the lines of previous study conducted by Ueltschy et al (2009) to focus more on both e-service and service quality factors such as purchasing experience, reliability and responsiveness which ultimately lead to improved customer satisfaction.…”

Section: Customer Satisfactionsupporting

confidence: 86%

Customer satisfaction and competitiveness in the Chinese E-retailing: Structural equation modeling (SEM) approach to identify the role of quality factors

Subramanian

Gunasekaran

et al. 2014

Expert Systems with Applications

127

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The version presented here may differ from the published version or from the version of record. If you wish to cite this item you are advised to consult the publisher's version. Please see the repository url above for details on accessing the published version and note that access may require a subscription. service quality and purchasing experience in e-service quality as dominant customer satisfaction factors. Furthermore, this study suggests that Chinese e-retailers to be competitive have to focus more on logistics and delivery of products compared to other intangible service quality factors. The outcome of the study would be highly beneficial to the Chinese electronic retailers to fine tune their strategy to satisfy the growing demand. This study would also guide third party logistics to be more competitive in future. Furthermore, this study can supplement government policy makers to regulate the growing volatile market.

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Section: Customer Satisfactionsupporting

confidence: 86%

Customer satisfaction and competitiveness in the Chinese E-retailing: Structural equation modeling (SEM) approach to identify the role of quality factors

Subramanian

Gunasekaran

et al. 2014

Expert Systems with Applications

127

View full text Add to dashboard Cite

show abstract

“…Past empirical studies have evidenced a direct link between perceived quality and satisfaction (e.g., Anderson et al, 1994;Cronin et al, 2000;Ueltschy et al, 2009) and between perceived quality and behavioral intentions (e.g., Bell et al, 2005;Bolton and Drew, 1991;Fullerton, 2005;Mohr and Bitner, 1995).…”

Section: Relationships Between Perceived Quality and Satisfaction/loymentioning

confidence: 99%

Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment

Jang

2010

International Journal of Hospitality Management

467

377

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“…Among the first to investigate the effect of culture on service quality are research works by Donthu and Yoo (1998) and Furrer et al (2000). In recent years, studies began to elaborate more on the relationship between culture and service quality (Ueltschy et al, 2009).…”

Section: Relationship Between E-service Quality and Culturementioning

confidence: 99%

Relationship Among E-Service Quality, Culture, Attitude, Trust, Risk of Online Shopping

Al-Nasser¹,

Yusoff²,

Islam³

et al. 2014

Journal of Social Sciences

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Purchasing is considered a risky business specifically in the online purchasing environment. The research was designed to fill the gap in the existing body of knowledge regarding attitudes and differences in electronic service quality perception between two different geographical and cultural countries-Malaysia and Saudi Arabia-regarding online shopping. Specifically, this research extended previous effort done in an online shopping context by providing evidence that high service quality increase consumers' trust perception, which in turn results in favorable attitude toward online shopping, with risk perception on consumer's trust. Findings indicated differences between Saudis and Malaysians in e-service quality perception. Also attitude toward online shopping was affected by e-service quality perception, but it had mediated effects through trust. Finally, researcher found that perceived risk moderated the relationship between e-service quality and trust. The findings provide practical suggestions for managers on how to develop consumer trust online and enhance purchase attitude even when customers have high risk perception. E-service quality should strongly influence trust for individuals with a higher perceived risk associated with online purchase in comparison to those with a lower perceived risk.

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Is there really an Asian connection? Professional service quality perceptions and customer satisfaction

Cited by 52 publications

References 53 publications

Customer satisfaction and competitiveness in the Chinese E-retailing: Structural equation modeling (SEM) approach to identify the role of quality factors

Customer satisfaction and competitiveness in the Chinese E-retailing: Structural equation modeling (SEM) approach to identify the role of quality factors

Effects of service quality and food quality: The moderating role of atmospherics in an ethnic restaurant segment

Relationship Among E-Service Quality, Culture, Attitude, Trust, Risk of Online Shopping

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