The effect of e-service quality on Jordanian student’s e-loyalty: an empirical study in online retailing

Abstract

Purpose The purpose of this paper is to examine the dimensions of e-service quality, its effects on e-satisfaction and e-trust and its impact on behavioural and attitudinal loyalty in Jordanian youth users of online retailing. Design/methodology/approach The scale proposed in this study has been specifically constructed using the four models most recognised for measuring e-service quality: E-S-QUAL, WebQual, eTransQual and eTailQ. The dimensions used in this study are efficiency, privacy, reliability, emotional benefit and customer service. The research model was statistically tested by students in Jordan, using Amazon.com. Findings It is found that privacy, reliability, emotional benefit and customer service are important elements to measure the e-service quality, but efficiency is not. E-trust was found to be an antecedent of e-satisfaction, and behavioural loyalty an antecedent of attitudinal loyalty. Originality/value The contribution of this study is thus the investigation of the causal relationship between the e-service quality dimensions, e-satisfaction, e-trust, behavioural loyalty and attitudinal loyalty, where it is necessary to consider the subject in more depth and to examine e-service quality dimensions based on a proposed model constructed from the four most common models.

Electronic Loyalty In Social Commerce: Scale Development and Validation

“…Rather and Hollebeek (2019) stated there were three dimensions of loyalty: attitude, behavior, and a combination of attitude and behavior. Moreover, loyalty has been described as cognitive, affective, conative, and active (Al-dweeri et al, 2019;Oliver, 1997). The diversity of the traditional loyalty scales leads to diversity in e-loyalty.…”

“…Besides, some studies have measured e-loyalty based on psychological dimensions (Chu and Yuan, 2013) or behavior/action (Khoa, 2020a) or a combination of them (Valvi and West, 2013). Al-dweeri et al, (2019) measured customer loyalty with Oliver (1999); however, action loyalty is no different to purchase intent loyalty and behavioral loyalty. The heterogeneity of the e-loyalty scale and the lack of research about e-loyalty in the context of s-commerce has created the opportunity for further research; therefore, this research focused on a multidimensional e-loyalty scale to achieve a deeper understanding of how the customers demonstrate their loyalty in s-commerce.…”

Avances de los investigadores españoles de Dirección de Operaciones en el año 2019: el caso de los miembros de ACEDEDOT

“…Respecto al ámbito geográfico de los estudios, una mayoría de los mismos se centran en España (González-Zapatero et al, 2019;Marimon, Gil-Doménech, et al, 2019;Roldán Bravo et al, 2019;Sanchez-Ruiz, Blanco, & Diaz, 2019;Sanchez-Ruiz, Gomez-Lopez, & Blanco Rojo, 2019). No obstante, también hay estudios en los que se analizan situaciones de otros países tales como Jordania (Al-dweeri et al, 2019), Estados Unidos (Braojos et al, 2019), Pakistán (Iqbal et al, 2019) o Croacia (Malbasic & Marimon, 2019); y otros que trabajan con muestras internacionales (varios países de un mismo o de diferentes continentes) (Arana-Solares et al, 2019;Arredondo & Alfaro-Tanco, 2019;Castello et al, 2019;Melão et al, 2019;Rincon-Ballesteros et al, 2019;Tamayo-Torres et al, 2019).…”

The Effect of E-Retail on Customer Satisfaction: Case Study from Jordan

“…E-retail trade as an important part of electronic commerce is receiving great attention to its many benefits including facilitating the purchase process for customers who do not have time for traditional shopping or a way to go to the market and providing products and services at any time as it expands the customer base and thus the possibility of increasing profits in addition to that, E-retail saves the cost a merchant faces in traditional commerce, e-retail in Jordan advanced [26]. The research aims to show consumer satisfaction in Jordan, especially on e-retail sites, after customs facilities, and highlight the real problems on the ground to try to improve them later [27].…”