Measurement Equivalency of Web Service Quality Instruments: A Test on Chinese and African American Consumers

Meng, Juan; Mummalaneni, Venkatapparao

doi:10.1080/08961531003751165

Cited by 29 publications

(23 citation statements)

References 12 publications

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“…It was used in the sectors such as online shopping (Rafiq et al, 2012;Ingle and Connoly, 2006;Meng and Mummalaneni, 2010;Türk et al, 2012), and online banking (Marimon et al, 2012;Akinci et al, 2010). Besides this, there were many researches in the literature about measuring e-service quality in different industries such as internet banking service quality (Jun and Cai, 2001;Yang et al, 2004;Ho and Lin, 2010;Jayawardhena, 2004;Siu and Mou, 2005;Zhu et al, 2002;Wu et al, 2012;Kayabasi et al, 2013); mobile service quality (Ozer et al, 2013;Kuo et al, 2009;Lu et al, 2009); online shopping (Ilter, 2009;Celik and Basaran, 2008;Li et al, 2012;Seethamraju, 2006).…”

Section: Service Quality (Sq) Measurementsmentioning

confidence: 99%

A Review of Service and E-Service Quality Measurements: Previous Literature and Extension

Yarımoğlu

2015

JECOSS

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Section: Service Quality (Sq) Measurementsmentioning

confidence: 99%

A Review of Service and E-Service Quality Measurements: Previous Literature and Extension

Yarımoğlu

2015

JECOSS

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“…An array of authors have adapted it to specific cases (e.g., Boshoff, 2007;Fuentes-Blasco et al, 2010;M. Kim, Kim, & Lennon, 2006;Marimon et al, 2010;Meng & Mummalaneni, 2010;Yen & Lu, 2008). The second section of the questionnaire, designed to assess perceived value, was adapted from Parasuraman et al (2005), although we have included some items adapted from other authors (e.g., Bauer et al, 2006;Cronin, Brady, & Hult, 2000;Gallarza & Gil, 2006;Marimon et al, 2010;Zeithaml, 1988).…”

Section: Methodsmentioning

confidence: 99%

“…Both models have also been used in recent studies, such as in Meng and Mummalaneni (), who applied the two scales to the African American and Chinese cultural settings, finding differences between customers of these two ethnic origins. Fuentes‐Blasco et al () measured e‐service quality dimensions by adapting items from both scales and confirmed the consequence chain: electronic service quality impacts on perceived value and perceived value son e‐loyalty.…”

Section: Literature Reviewmentioning

confidence: 99%

Is It Possible to Retain Customer Loyalty When a Service Has Failed?

et al. 2014

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This article aims to analyze the impact of recovery on loyalty in the context of a service chain characterized by the e-quality-perceived value-loyalty relationship. A sample of 91 out of 1,201 respondents claimed to have had service problems with an online travel agency website. A causal model to test relationships was performed using structural equations modeling, and it was found that data fit with the proposed model. The really important point to retaining customers is quality. It is not so clear that the recovery effort might affect loyalty. Our findings underpin some previous stream of literature confirming that recovery does not always affect loyalty. Although the literature has not reached a consensus in this topic, we add new elements in this debateThis article was written as part of a research project entitled “Customer Satisfaction Improvement in Spanish Organizations through Standardization” (ECO2009-12754-CO2-01), financed by the Ministry of Science and Innovation within the aid program for research and development project

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“…Furthermore, they constitute a greater proportion of the youth market of the telecommunication companies (www.mtn.com.gh). Again, students are active and well-informed customers (Meng and Mummalaneni, 2010). Since, the target respondents were young people, the outliers were not used in the final analysis.…”

Section: Methodsmentioning

confidence: 99%

Self Esteem, Customer Identification and Willingness to Pay Price Premium: Evidence from Young Consumers Market

Okoe¹,

Boateng²,

Quansah³

et al. 2014

Asian J. of Marketing

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This study examines the effect of self-esteem, customer perceived value and customer identification on willingness to pay price premium. Additionally, it ascertains the impact of customer loyalty on customer perceived value. This study employed a survey research design. The respondents were undergraduate students. The convenience sampling technique was used to select the sample. Questionnaire was used as the data collection instrument. Confirmatory factor analysis was used to ascertain the validity and reliability of the constructs. Multiple linear regression was used to analyze the data. The results indicate that self-esteem, customer perceived value and customer identification significantly influence consumers' willingness to pay price premium. Again, the study found a significant effect of customer loyalty on customer perceived value. The findings indicate that enhancing consumers perceived value will demand that service firms build customer loyalty. Again, marketers must build strong brands and enhance their reputation among their customers. This can influence customers to identify themselves with the brand. The study provides evidence for the relationship between customer loyalty and perceived value. Again, it establishes the effect of self-esteem on consumers' willingness to pay price premium.

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Measurement Equivalency of Web Service Quality Instruments: A Test on Chinese and African American Consumers

Cited by 29 publications

References 12 publications

A Review of Service and E-Service Quality Measurements: Previous Literature and Extension

A Review of Service and E-Service Quality Measurements: Previous Literature and Extension

Is It Possible to Retain Customer Loyalty When a Service Has Failed?

Self Esteem, Customer Identification and Willingness to Pay Price Premium: Evidence from Young Consumers Market

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