Online service quality dimensions and their relationships with satisfaction

Abstract

Emerald Article: Online service quality dimensions and their relationships with satisfaction: A content analysis of customer reviews of securities brokerage services Zhilin Yang, Xiang Fang Article information:To cite this document: Zhilin Yang, Xiang Fang, (2004),"Online service quality dimensions and their relationships with satisfaction: A content analysis of customer reviews of securities brokerage services"Access to this document was granted through an Emerald subscription provided by NORTH CAROLINA STATE UNIVERSITY For Authors:If you would like to write for this, or any other Emerald publication, then please use our Emerald for Authors service. Information about how to choose which publication to write for and submission guidelines are available for all. Please visit www.emeraldinsight.com/authors for more information. About Emerald www.emeraldinsight.comWith over forty years' experience, Emerald Group Publishing is a leading independent publisher of global research with impact in business, society, public policy and education. In total, Emerald publishes over 275 journals and more than 130 book series, as well as an extensive range of online products and services. Emerald is both COUNTER 3 and TRANSFER compliant. The organization is a partner of the Committee on Publication Ethics (COPE) and also works with Portico and the LOCKSS initiative for digital archive preservation.Abstract This exploratory research intends to extend our understanding of service quality and customer satisfaction within the setting of online securities brokerage services. Based upon conceptual frameworks from the areas of services marketing and information systems management, the authors uncovered 52 items across 16 major service quality dimensions by content analysis of 740 customer reviews. The results indicate that primary service quality dimensions leading to online customer satisfaction, with the exception of ease of use, are closely related to traditional services while key factors leading to dissatisfaction are tied to information systems quality. In addition, major drivers of satisfaction and dissatisfaction are identified at the sub-dimensional level. Theoretical contribution and managerial implications of the findings are further discussed.

The Effect of Service Quality Dimensions on Customers’ Loyalty through Customer Satisfaction in Jordanian Islamic Bank

“…Reliability can be formed of right order completion, precise records; precise quote, accurate bills, precise outcomes and credibility in the services. Yang and Fang (2004) indicated that reliability is the most important factor in banking services. A study done by Parasuraman et al (1985) stated that service quality was performed in four different companies, those companies include banks, maintenance service, companies credit card, and companies and telecommunication companies.…”

The Impact of E-Service Quality and E-Loyalty on Online Shopping: Moderating Effect of E-Satisfaction and E-Trust

“…Moreover, the way in which electronic service quality (e-SQ) positively influences online businesses success has been established in the literature (Yang & Fang, 2004;Zeithaml, Parasuraman, & Malhotra, 2002). This relationship often leads to customer purchase intentions (Aladwani, 2006), customer satisfaction (Kim & Stoel, 2004), website brand equity (Tsao & Tseng, 2011) and online loyalty (Flavián, Guinalíu, & Gurrea, 2006;Gounaris, Dimitriadis, & Stathakopoulos, 2010;Marimon, Petnji, & Casadesus, 2012).…”

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