Linkages among E-Service Quality, Satisfaction, and Usage of E-Services within Higher Educational Environments

Abstract

To date, literature on e-service quality (E-SQ) has mainly been on conceptualisation and measurement issues within the e-retail environments. Empirical research on E-SQ and its consequences in 'pure' service context has not been forthcoming. In expanding knowledge in light of this, this study examined a modified E-SQ scale within a university's e-services setting. In addition, the linkages existing among E-SQ (in this 'pure' service environment) and satisfaction and e-service usage frequency was estimated using SEM in LISREL 8.5 by relying on questionnaire data collected from three hundred and eighteen students of Kwame Nkrumah University of Science and Technology (Ghana). Results obtained provide support for a modified 7-dimension E-SQ scale employed. Further, the results indicated that E-SQ only has a significant positive indirect effect on usage frequency through satisfaction. The implication of these results is that firms that provide higher quality of e-services are more likely to satisfy their customers, which would in turn influence their commitment to purchase and re-purchase intent. In the case of the current study, the implication is that, universities with quality e-services would have students finding their e-services to be satisfactory and consequently be consistent in the use of e-services to improve learning and administrative communication. E-services quality therefore has both financial implication for universities in terms of cutting administrative costs, and a ripple effect of students' perception of quality on the image and competitiveness of the university.

Customer Engagement in Higher Education: How Important the Role of Social Media Marketing, E-Service Quality and E-Satisfaction for Generation Z Students?

“…Online services for students include enrollment, course delivery, payment, course support, and libraries (Sutarso & Suharmadi, 2011). The campus does not ignore the growing trend in student demand as customers to provide services electronically (Ataburo, Muntaka, & Quansah, 2017). Universities should be at the forefront of online activities (Kim-Soon, Rahman, & Ahmed, 2014).…”

Antecedents of Student Loyalty in Open and Distance Learning Institutions: An Empirical Analysis

“…• service interaction quality (sub-dimensions trust and empathy): transaction/information security, product delivery, personalization, and communication with website. Ataburo, Muntaka, and Quansah (2017) stated that e-services should be designed to support the interactive flow of information between the customer and service provider. They indicated that the nature of e-service is to provide the customer with great experience with respect to the interactive flow of information.…”

Peran CPV Sebagai Mediasi Pengaruh Kualitas Layanan Online Terhadap Keputusan Pembelian Zalora Di Kota Denpasar

“…Fenomena perubahan bisnis saat ini terjadi juga pada bisnis online. Masyarakat tidak lagi mengandalkan berbelanja offline yang membutuhkan waktu ekstra dan beralih berbelanja kebutuhan melalui sosial media (Ataburo et al, 2017). Berbelanja melalui sosial media secara online memberikan kemudahan dapat dilakukan di mana saja, kapan saja dengan variasi harga yang relatif bersaing (Piarna, 2014).…”

“…Sebagian menjadi penyebab dan sebagian lain menjadi akibat. Studi ini menguji hipotesis yang menjelaskan variabel kualitas layanan online (X) sebagai variabel eksogen, variabel customer perceived value (M) sebagai mediasi dan keputusan pembelian (Y) sebagai variabel endogen Populasi adalah seluruh subjek atau objek yang diteliti yang memiliki kualitas serta karakteristik yang telah ditetapkan (Ataburo et al, 2017) Populasi dalam penelitian ini adalah semua orang yang pernah melakukan pembelian pada produk tas merk PALOMINO pada Zalora di Kota Denpasar.…”