Measuring e-service quality and its importance to customer satisfaction and loyalty: an empirical study in a telecom setting

Zhou, Ronggang; Wang, Xiaorui; Shi, Yuhan; Zhang, Renqian; Zhang, Shun; Guo, Haiyan

doi:10.1007/s10660-018-9301-3

Cited by 96 publications

(93 citation statements)

References 53 publications

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“…However, previous empirical studies have overlooked the distinctive complementary roles of offline fulfillment and website performance in investigating the development process of e-loyalty. For instance, previous studies have mainly focused on website quality [25], interactivity with the website [26], service quality [27], website design [28], or website [29]. While these studies offer a framework for evaluating the eTailQ scale, they fail to recognize the fact that eTailQ is not solely about consumer interaction with a website [30].…”

Section: Study Significance and Rationalementioning

confidence: 99%

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%

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

Al-Adwan

Al-Horani

2019

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“…Researchers suggest that customers not only assess the products or services offered online but also evaluate their need for service support (i.e., post-sale services) ( Wolfinbarger and Gilly, 2003 ). The customers’ service quality experience through the online service process leads them to form a judgment about online service satisfaction ( Zhou et al, 2019 ). In view of that, Al-Adwan and Al-Horani (2019) commented that customers are satisfied if the perceived performance matches their expectations.…”

Section: Theoretical Foundation and Hypotheses Developmentmentioning

confidence: 99%

“…These results indicate that post-sale services from online retailers are important determinants in cumulative satisfaction among online shoppers. Zhou et al (2019) highlighted how customers’ experiences of service quality through the online service process leads them to form judgments about online service, and customers are satisfied if the perceived performance matches their expectations ( Wilson et al, 2012 ). Giving importance to online retailers’ post-sale services, Rajendran et al (2018) said that online retailers should focus on the post-purchase consumer experience at a maximum level to convert them into satisfied customers.…”

Section: Managerial Implicationsmentioning

confidence: 99%

Role of Online Retailers’ Post-sale Services in Building Relationships and Developing Repurchases: A Comparison-Based Analysis Among Male and Female Customers

Javed

Qadeer

et al. 2020

Front. Psychol.

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Customers are skeptical about shopping online because e-commerce environments are typically considered impersonal. To assure product quality and to enhance customer proclivity in such environments, post-sale services (i.e., product returns, exchange, and maintenance) may be considered to alleviate customers’ skepticism. Therefore, this study’s objective is to investigate the role of an online retailer’s post-sale services (i.e., product return, exchange, and maintenance) on customers’ attitudinal (building relationships) and behavioral aspects (developing customers’ repurchase intentions). Structural equation modeling is applied to data collected through an online survey answered by 409 online customers of jd.com (after missing data were removed). Research findings show that product return, exchange, and maintenance services are strongly predictive of online customer satisfaction, and satisfaction significantly impacts customer trust. Both customer satisfaction and trust, as indicators of relationship quality, further mediate the links between product return, exchange, and maintenance services and online customer repurchase intention. In addition, differences between male and female customers were found in various aspects of online retailers’ product return, exchange, and maintenance services. This is the first empirical study that not only examines the influence of all three dimensions of online retailers’ post-sale services on customers’ online shopping perceptions and decisions, but also considers differences between male and female customers. Finally, this research provides theoretical and managerial implications based on conceptual and empirical evidence.

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“…According to Onat, when the customer shows his/her satisfaction, it is a plus for the call center (Onat, 2014) that ends up with positive feedback for the organization and the representatives. Concerning the study of Zhou et al (2018), when the service quality is high, the customers are more satisfied and become more loyal than before. Once the representatives gain the confidence of customers and make them believe that the organization is reliable, and will cover for them when they are in need, the customers will be ready to pay the organization in exchange for future service (De la Croix de Castries, 2017).…”

Section: Customer Representativesmentioning

confidence: 99%

Customer Representatives’ Competence of Call Center Employees: An Exploratory Study

Nazlı

2020

Journal of Multidisciplinary Academic Tourism

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The fundamental purpose of this exploratory study is to understand and analyze the leadership styles of customer representatives in call centers of online travel agencies (OTAs) through content analysis. The sample consists of 895 customer responses about the services of these online agencies. The theoretical background of the study focuses on the servant leadership styles of customer representatives to see how they can handle tough situations with the customers and how the customers respond to the level of services. The findings reveal valuable hints and important perspectives of customers for the leadership styles of customer representatives. The emphasized points are the reservation problems, lack of problemsolving, delivery of wrong information to the customers, focus on sales rather than customer satisfaction, low level of institutionalism perspective of customer representatives, and lack of interest after the sales. The study enlightens the leadership styles of customer representatives in call centers of online agencies for the use of researchers and practitioners.

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Measuring e-service quality and its importance to customer satisfaction and loyalty: an empirical study in a telecom setting

Cited by 96 publications

References 53 publications

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

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

Role of Online Retailers’ Post-sale Services in Building Relationships and Developing Repurchases: A Comparison-Based Analysis Among Male and Female Customers

Customer Representatives’ Competence of Call Center Employees: An Exploratory Study

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