The Instrument for Evaluating E-Service Quality

Zemblytė, Jurgita

doi:10.1016/j.sbspro.2015.11.478

Cited by 43 publications

(28 citation statements)

References 10 publications

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“…It could be interpreted that outcome quality could once decrease e-customer loyalty regardless of their very high significance. The findings of this study were in direct contradiction to previous research 13,14,15 . This fact, therefore, contributed to the development of science.…”

Section: Figure 1 Path Diagram Of Research Modelcontrasting

confidence: 99%

“…The problem of the study is on the allegation that e-customer satisfaction has significant roles in increasing e-customer loyalty influenced by e-service quality, an antecedent factor 13,14,15 both directly and indirectly based on digital transformation patterns of online supermarket businesses in West Kalimantan. This province, according to initial surveys, is chosen as it has wide ranges and locations of housing.…”

Section: Introductionmentioning

confidence: 99%

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Enhancing E-Customer Loyalty to Online Supermarkets during the Covid-19 Pandemic

Kosasi¹,

Vedyanto²,

Yuliani³

2021

TURCOMAT

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The emergence of the COVID-19 pandemic and a need to conduct physical distancing has led to the latest innovation in the form of operating online supermarkets to continue serving the customers digitally. This innovation is, however, inseparable from the influence of e-service quality, an antecedent factor of online sales. The research goal was on determination and ascertainment of the extent of requiring e-customer satisfaction to significantly boost e-customer loyalty. The research employed a survey method and an explanatory follow-up design. 203 respondents having implemented online sales in West Kalimantan successfully returned the questionnaires to researchers. The whole data was collected and processed through Likert Scales, the SEM-PLS analysis tool, and FGDs with 5 key informants. A finding indicates that it is uncertain that e-customer satisfaction is crucially needed for the improvement of e-customer loyalty. It, conversely, turns out that process quality and service recovery undoubtedly have direct, significant influences on e-customer loyalty. In addition to the finding, there is the insignificance of outcome quality for this loyalty.

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Section: Figure 1 Path Diagram Of Research Modelcontrasting

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Enhancing E-Customer Loyalty to Online Supermarkets during the Covid-19 Pandemic

Kosasi¹,

Vedyanto²,

Yuliani³

2021

TURCOMAT

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“…According to Zemblytė [23] argues that there are 4 dimensions in electronic service quality, where 4 dimensions are the core of electronic service quality including efficiency, fulfillment, system availability and privacy.…”

Section: E-service Qualitymentioning

confidence: 99%

The Relationship between E-Service Quality and Ease of Use on Electronic Customer Relationship Management (E-CRM) Performance Mediating by Brand Image

Wadjdi

Djamin

2021

AJEBA

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The purpose of this study was to determine the relationship of E-Service Quality and Ease of Use to Electronic Customer Relationship Management (E-CMR) which is mediated by Brand image. The research approach used is quantitative. The research sample is determined by non probability sampling which takes 100 samples of e-commerce application consumers in Indonesia. The results showed that there is a relationship between Brand Image and Electronic Customer Relationship Management (E-CRM). There is a relationship between E-Service Quality and Brand Image. There is a relationship between E-Service Quality and Electronic Customer Relationship Management (E-CRM). There is a relationship between Ease of Use and Brand Image. There is no relationship between Ease of Use and Electronic Customer Relationship Management (E-CRM). There is a relationship between E-Service Quality and Electronic Customer Relationship Management (E-CRM) which is mediated by Brand Image. There is a relationship between Ease of Use and Electronic Customer Relationship Management (E-CRM) which is mediated by Brand Image.

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“…Improving quality and efficiency of pub lic services through their transfer to the electronic format has been widely discussed in the academic literature and is proved by numerous empirical studies (see [OECD e-Government Studies, 2010;Zaidi, Qteishat, 2012;Zemblyte, 2015]). This is achieved through process simplification, multi-channel service delivery, overall speed and convenience improvement.…”

Section: The Impact Of E-government On Public Value Creationmentioning

confidence: 99%

Enhancing Public Value of Local Public Services through Electronic Interaction

Golubeva

Gilenko

Dzhedzheya³

2019

RMJ

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Benefits from introducing electronic public services have been widely discussed in the academic literature. However, in recent years, research advocates a more broad approach integrating multiple indicators of social benefits. One of these approaches is associated with the concept of public value, which describes the overall value that the government creates for the society. In this research we theoretically illustrate and empirically evaluate the possibility to enhance public value of public services through the electronic interaction of citizens and authorities on a local (municipal) level. We use an example of online claim submission system on landscaping and public amenities issues. The paper is based on a survey among 150 elderly citizens of a district of St. Petersburg (Russia). Despite the fact that elderly citizens are actually willing to adopt the electronic way of communication with local authorities and even associate it with a higher level of comfort and transparency, the online interaction itself do not make them trust the authorities more or submit their claims more often. To increase the level of trust and enhance the actual public value, the authorities need to demonstrate some practical results of their activity. This paper elaborates the linkage between public value creation and public e-services implementation on a local level. We provide a theoretical framework for a more comprehensive understanding of public value enhancement through local public services.

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The Instrument for Evaluating E-Service Quality

Cited by 43 publications

References 10 publications

Enhancing E-Customer Loyalty to Online Supermarkets during the Covid-19 Pandemic

Enhancing E-Customer Loyalty to Online Supermarkets during the Covid-19 Pandemic

The Relationship between E-Service Quality and Ease of Use on Electronic Customer Relationship Management (E-CRM) Performance Mediating by Brand Image

Enhancing Public Value of Local Public Services through Electronic Interaction

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