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

Al-dweeri, Rami Mohammad; Obeidat, Zaid Mohammad; Al-Dwiry, Mohammad; Alshurideh, Muhammad Turki; Alhorani, Alaa

doi:10.5539/ijms.v9n2p92

Cited by 152 publications

(126 citation statements)

References 65 publications

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“…In Indonesia, a test of the mediation pattern of eSat on eSQ effect to eLoy is still lacking. But overseas research with this relationship model has been widely practiced, both with pure mediation (Yang and Tsai, 2007) (2016) and with the addition of other variables (Al-dweeri et al, 2017), (Zhang and Prybutok, 2005), (Lin and Sun, 2009;Eid, 2011) and additionally, the addition of the direct influence of eSQ to eLoy Quan (2010) and the use of Expectancy Disconfirmation Theory theory on eSat variables (Chiou et al, 2009). There are even researchers who have examined the effect of eSQ on eLoy on eSat (Zavareh et al, 2012).…”

Section: Mediation Of E-satisfactionmentioning

confidence: 99%

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Untitled

2019

Humanities and Social Sciences Letters

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Article HistoryKeywords E-service quality E-satisfaction E-customer loyalty Mediation Human-computer interaction.This study examines the role of electronic satisfaction mediation on the effect of electronic service quality dimensions on electronic customer loyalty. Bukalapak.com was ranked ninth of the most popular sites accessed from Indonesia. Bukalapak.com is aggressively promoting and improving the quality of its services. However, the dimensions of electronic services quality that affect the behavior of its customers are still unclear. Research focusing on the effects of the dimensions of electronic service quality mediated by electronic satisfaction is still scarce. Therefore, we offer new insights on how the latest types of interactions must be maintained. We applied Structural Equation Modelling for hypothesis testing. This study found evidence that three dimensions of electronic service quality (privacy, web design, and compensation) have been shown to influence electronic loyalty which is mediated by electronic satisfaction. This influence is positive and pure mediation. The theoretical implication of this research is the need to prioritize a human aspect to an e-marketplace context. Even though these implications need to be tested in a broader context of population, the practical implications of this research are important incentives for e-marketplace sites such as bukalapak.com, tokopedia.com, lazada.com, etc., to pay attention to human aspects of their services to gain customer satisfaction and loyalty. Contribution/Originality:The main contribution of this paper is finding that the human aspects of users were the most important part of e-service quality to gain customer satisfaction and loyalty in the e-marketplace industry.

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Section: Mediation Of E-satisfactionmentioning

confidence: 99%

“…also tested the effect of eSQ dimensions of Efficiency, Fulfilment, Privacy & Trust, Responsiveness, Contact, Website Design to eSat in mediation test. Website user interface design is strongly related to customer satisfaction(Alam and Yasin, 2010) Al-dweeri et al (2017). only tested the effect of efficiency, privacy, and customer service, i.e.…”

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confidence: 99%

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2019

Humanities and Social Sciences Letters

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“…The toy market has been influenced by the increased intention to buy online and the use electronic products, distribution channel changes as the majority of organizations rely on Internet use, rapid product turnover, short life-time cycle and seasonal demand (Johnson, 2001;Bae & Lee, 2011;Al-dweeri et al, 2017). Such factors influence the process of toys buying and toys buying behaviour.…”

Section: Study Importancementioning

confidence: 99%

Investigating the Factors Influencing Parent Toy Purchase Decisions: Reasoning and Consequences

Kurdi¹

2017

IBR

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The purpose of this study is to explore and verify the main determinants of parent toy-choice decision-making by using a theoretical model for toy-selection decisions and exploring toy-purchasing behaviour empirically. After reviewing a large number of previous studies, this study's model was developed and designed. A variety of determinants were identified and then categorized into six main broad categories, namely, purpose-of-using related factors, emotional-related factors, educational-related factors, cost-related factors as well as child and parent demographic-related factors. A quantitative methodology was adopted to test the study's model by drawing on six hypotheses, which were then tested statistically. A self-administrative survey was developed to collect the preliminary data from customers (mainly parents) who had been involved in toy purchasing by applying the convenience sampling method. The study hypotheses were tested and the findings were also discussed in-depth.The study found that parent toy purchase decision id derived by a set of factors which are purposes of using-related factors, emotional-related factors, informational-related factors, cost-related factors, children demographical-related factors and parental demographical-related factors.

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“…Capgemini (2012) mentioned that despite their high satisfaction, 40% of customers are not sure whether they will stay with the primary bank. Chu et al (2012), Kassim andAbdullah (2010), andAl-dweeri et al (2017) mentioned that trust and customer satisfaction have a positive impact on e-loyalty. They also provided insight into the role of trust in internet banking.…”

Section:  Integritymentioning

confidence: 99%

A Cross-Cultural Comparison of E-Banks Based on Multiple Mediations of Trust

Hediasri

Liaw

2017

CMR

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This study tests the importance of the dimensions of trust. Benevolence, ability and integrity mediate the relationship between customer satisfaction and loyalty. This study compared users' behavior between Indonesia and Taiwan with data from 300 internet banking users from the four biggest banks of each country. Six hundred samples were analyzed using SPSS and SmartPLS 2.0 software for Partial Least Square (PLS) analysis. The major findings are as follows. Customer satisfaction has a positive direct effect on customer loyalty. Benevolence is the most important element of trust. In Indonesia, benevolence and ability mediate the relationship between customer satisfaction and customer loyalty. Integrity does not, because users of internet banking are aware of honesty and fulfillment of promises. In Taiwan, benevolence and integrity have mediate the relationship between customer satisfaction and customer loyalty but ability does not. The findings of this survey provide researchers and managers with valuable information on the importance of trust in the relationship between customer satisfaction and customer loyalty.

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

Cited by 152 publications

References 65 publications

Untitled

Untitled

Investigating the Factors Influencing Parent Toy Purchase Decisions: Reasoning and Consequences

A Cross-Cultural Comparison of E-Banks Based on Multiple Mediations of Trust

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