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Source publication
Purpose
The purpose of this study is to propose two additions to the existing IS success model to influence usefulness and satisfaction, and ultimately customer loyalty. This study posits that process quality and collaboration quality will significantly influence perceptions on satisfaction, since both considerations are expected to improve interac...
Context in source publication
Citations
... Therefore, in our context, there are other key factors that are considered for gaining a better understanding of consumers' loyalty toward mobile wallet services. These factors comprise service quality, privacy, and security, which are considered critical in customer loyalty issues [15,[32][33][34][35]. Scholars with a vision have acknowledged the critical role of services and acknowledged that the path to customer focus and success is through service quality [36]. ...
... The level of support provided by the service provider is referred to as service quality [60]. According to the IS success model, when online users feel like their needs have been well met, they use the website more often and are satisfied with it [32,60]. Empirically, Al-Hattami et al. [61] reported that SQ plays an important role in promoting the intention to continue using Internet banking. ...
... Banks should therefore be encouraged to address issues related to service quality in order to improve customer loyalty. Chen et al. [32], Al-Debei et al. [56], and George and Sunny [4] also referred to the role of SQ in enhancing user behaviour in the contexts of e-commerce, mobile value-added services, and mobile wallet, respectively. Likewise, in the current study context, various SQ factors such as round-the-clock service availability, quick responses, application aesthetics, and problem-solving could lead to customer loyalty toward the mobile wallet. ...
One of the highly acclaimed innovations is the mobile wallet. Mobile wallets ensure that customers can make purchases even if they forget their wallets at home. The use of these wallets has increased significantly with the spread of the COVID-19 pandemic as a preventive measure. However, with COVID-19 restrictions lifted and adaptation to the pandemic, customers are no longer forced to use mobile wallets. That is, things have returned to normal as before the pandemic, where the customer is left free to choose the method of payment. In this regard, businesses need to retain their customers and make sure that those customers will reuse their own mobile wallets even during this period (post-COVID-19). Hence, it is critical to explore customer loyalty determinants toward mobile wallet services in such a period. Therefore, using the Indian context, this paper sought to explore the determinants of customer loyalty toward mobile wallet services post-COVID-19. This study also investigated the role of trust as a moderator. Based on a sample size of 243 customers in India, the relationships in the proposed model were tested using SmartPLS statistical technology. The results revealed that service quality, privacy and security, and trust are the key determinants in gaining customer loyalty toward mobile wallets. Yet, the results did not support perceived usefulness and ease of use as determinants of customer loyalty. As for trust as a moderator, the results supported only one of the four proposed hypotheses. Specifically, the results supported that "trust has a significant moderating impact on the relationship between service quality and customer loyalty". The results offer a more precise comprehension of the relationships between customer loyalty and customer loyalty determinants in post-COVID-19 and enable managers to make better management decisions.
... In the context of e-commerce, consumer satisfaction was affected by the services customers encountered and the service process (Carlson and O'Cass, 2010). Chen et al. (2013) proved that service quality positively influenced customer satisfaction. Online consumer reviews are an effective approach to identifying product features affecting consumer satisfaction (You et al., 2012). ...
Introduction
Cross-border e-commerce (CBEC) consumers come from different countries; thus, cultural differences may affect their evaluations and perceptions of service quality. This paper follows Hofstede’s framework as a theoretical anchor to explore how to use online consumer reviews that reflect cultural differences to improve the service quality of CBEC.
Methods
First, based on a latent Dirichlet allocation model, 14 service quality issues that consumers are concerned about in CBEC were identified. Second, a generalized ordered logistic regression model was explored to analyze the cultural influences on consumer sentiment orientation. Finally, the effect of each cultural dimension on consumer service quality perception in CBEC was evaluated by employing a binary logistic regression model.
Results
The results showed that consumers paid more attention to the service quality of logistics service, customs efficiency and tariff, shopping experience, and so on. Cultural dimensions significantly impacted consumers’ emotional tendencies. Moreover, cultural dimensions had significant impacts on consumers’ service quality perception (e.g., logistics service, trust in sellers, customs disputes, and cell phone performance). Still, consumers’ quality perceptions of some services (e.g., cell phone functions, items as described, logistics package quality, and gifts) were less affected by cultural dimensions.
Discussion
Our findings not only provide new perspectives for CBEC consumer behavior studies on quality improvement but also provide practical implications for CBEC enterprises.
... They showed e-service quality has a positive effect on e-satisfaction. Wolfinbarger and Gilly (2003) and Chang et al. (2009) found e-service quality can increase customer satisfaction and Chen et al. (2013) stated that e-service quality showed a positive effect on customer e-satisfaction and e-loyalty towards online business. Scholars (Jeon & Jeong, 2017;Goutam & Gopalakrishna, 2018;Khan et al., 2019;Al-Khayyal et al., 2020) found that better service quality provided to customers will generate a high level of satisfaction among them. ...
This study analysed the mechanism to generate e-loyalty among customers through e-service quality regarding OFD (OFD) apps. It examined the indirect influence of e-service quality on e-loyalty through the mediation of e-trust and e-satisfaction of customers. The serial mediation approach was used to test the proposed model of the study. Data was obtained through a self-administered structured questionnaire filled by 261 respondents from north India. The model hypotheses were tested by applying variance-based partial least squares in software SmartPLS 3. All the results were found to be statistically significant, and all proposed hypotheses were accepted. The results revealed that e-service quality positively contributed to building e-loyalty among customers of OFD apps. Furthermore, the results of the mediation effect suggested that e-trust and e-satisfaction strengthened the relationship between e-service quality and customers’ e-loyalty and therefore, that restaurants using OFD apps should try to provide the best online services to build trust along with satisfaction among their customers to increase loyalty to their online platforms. Theoretical implications for scholars and practical implications for the marketer are discussed.
... Existing research on online commerce indicates a link between the dimensions of e-SQ and customer satisfaction (Collier and Bienstock, 2009;Chiou et al., 2009;Ding et al., 2011). Further, customer satisfaction is significantly related to e-loyalty (Oliver, 1997;Anderson and Srinivasan, 2003) and mediates the relation between e-SQ and e-loyalty (Chiou et al., 2009;Chen et al., 2013;Lin et al., 2016). Hence, it leads to the following hypotheses: ...
... This study also confirms the hypothesized relationship, H10, that overall customer satisfaction mediates the relationships between e-marketplace SQ and customer e-loyalty. These findings corroborate the empirical findings of Chiou et al. (2009), Chen et al. (2013 and Lin et al. (2016). Also, this study confirms hypothesized relationship, H13, that perceived value mediates the relationship between e-SQ and customer e-loyalty. ...
Purpose
The research aims to qualitatively explore e-marketplace service quality (EMSQ) from the perspective of an industrial buyer as a sole decision-maker. It further intends to quantitatively examine its impact on the industrial buyer's perceived value (PV), overall satisfaction (SAT), and e-loyalty (ELOY) in the context of business-to-government (B2G) e-commerce.
Design/methodology/approach
The research used an exploratory sequential mixed-method design. A qualitative exploratory study of EMSQ was conducted using a Straussian grounded theory (GT) technique, followed by an explanatory quantitative study using PLS-SEM to evaluate causal links between various research variables.
Findings
In the area of e-services, the investigation found that the hierarchical structure of EMSQ encompasses six broadly applicable dimensions and one B2G context-specific dimension of the e-governance process quality. The study also reinforced previous research findings in the B2C and B2B e-commerce domains, highlighting that e-service quality positively impacts online buyer's PV, SAT and ELOY.
Research limitations/implications
This research contributed to the area of e-service operations by developing and validating the EMSQ model in the B2G e-commerce settings. Further, it has opened up new research avenues in B2G e-commerce.
Practical implications
The findings from this research highlighted that e-service operations managers should focus on usability, technological concerns, product/vendor quality concerns, customer support reliability, along with effective e-governance, ordering and logistics processes for e-business success. It also provides policymakers with guidelines for making B2G e-marketplaces sustainable.
Originality/value
To the best of the author's knowledge, this is the first study employing the GT and PLS-SEM techniques to explore EMSQ from the viewpoint of industrial buyers in B2G e-commerce. The study contributed to prior literature by proposing and validating the hierarchical EMSQ model.
... The tide of store closures is intensifying; supermarkets, department stores, stores, and so on are not spared. Industry data disclosed that retail enterprise profits declined seriously from 2010 to 2015, with negative growth in recent years, and the overall operating situation is not optimistic [35,46,67,68]. In 2016, the Internet shopping crowd in China continued to increase, with the annual online retail transaction volume reaching RMB 515 million, up 26.2% on the previous year. ...
The question concerning how digital consumption demand has been adapted and how matching business models have been built has become an important practical problem in the digital development of the retail industry. Considering the effects of COVID-19, whether new retail enterprises can maintain adequate competitiveness and risk resilience in the post-pandemic era deserves in-depth study. In comparing the development of traditional retail and new retail enterprises, we extracted and evaluated key factors of enterprise operating efficiency. Then, we measured the transformation efficiency of 65 enterprises in China listed in 2016 and 2020 by establishing a DEA model and the Malmquist index method. Finally, based on an empirical analysis demonstrating the necessity of traditional retail transformation, we analyzed retail enterprises’ efficiency and dynamic efficiency changes. The results show that the operating efficiency of enterprises using the new retail model was higher than those using the traditional retail model. The technical efficiency and total factor productivity were significantly improved after the new retail model was applied. Both technological progress and improved technological efficiency contributed to the improvement in total factor productivity during the COVID-19 pandemic.
... A successful implementation of e-business is shaped by data quality and suppliers' global nature and organizational resources. [167][168][169][170][171] E-commerce is a specific subset of e-business. E-commerce is the business process that many companies use for selling and buying goods and/or services online. ...
The purpose of this systematic literature review is to answer the following questions: 1) Which topics show the most promise as emerging themes within the intersection of Information Systems (IS) and Operations and Supply Chain Management (OSCM)? 2) Which theories are used in IS/OSCM research? This systematic literature review is discipline-based, focusing on the overlapping research between the fields of Operations and Supply Chain Management and Information Systems. Results from this review provide interdisciplinary IS/OSCM researchers with potential research topics and corresponding theories and publication outlets within the SCM research area. The review covers 10 years, 103 theories, 29 journals, and 155 research papers, thereby providing researchers with both a holistic and detailed view of the IS/OSCM research field.
... If users are dissatisfied with ESNs, they will stop using them. Current research also shows that satisfaction is a decisive factor that can influence users' continuous behavior intention [64][65][66][67][68]. Based on the above discussions, this research makes the following hypotheses: ...
... The items and the scales for the system quality, information quality and service quality constructs were chosen from DeLone and McLeanl [12] and Lin et al. [56]. The items and scales for the collaboration quality constructs were adapted from Cidral et al. [57] and Chen et al. [68]. The items and scales for the satisfaction constructs were adapted from Kuo et al. [63] and Gu et al. [64]. ...
... In addition, collaboration quality had a significant impact on the task technology fit (β = 0.141), performance expectancy (β = 0.160) and satisfaction (β = 0.212). This finding is in line with that of Cidral et al. [57], Ku et al. [63] and Chen et al. [68]. The interaction constitutes the basis for users to use a certain piece of information and it is also decisive to the relationship quality. ...
Due to the outbreak of COVID-19, many people have to accept remote working. However, as COVID-19 has been effectively controlled in China, remote office services provided by enterprise social networks (ESNs) is no longer a necessary choice of users. There has not yet been any referential research for ESN enterprises concerning how to encourage users willing to use ESNs continuously. Therefore, the purpose of this research is to identify the critical factors of ESN continuous usage intention to make up the research gap of ESN continuous usage intention and to help enterprises address the issue of sustained growth. This research combines elements of the task technology fit (TTF) model and D&M information systems success (ISS) model, explaining the continuous usage intention of ESN users. The empirical analysis results are based on the sample data of 668 Chinese respondents with experience in ESNs use and analyzed using structural equation modeling (SEM). Results show that task technology fit, performance expectancy and the satisfaction degree have a significant influence on continuous usage intention of ESNs. The research findings can provide the theoretical basis for sustained development and follow-up research of the ESN industry.
... Contrary to previous research on the correlation of customers" engagements and loyalties ), Van Doorn et al., 2010Hollebeek et al., 2014), and the effect of e-service quality on loyalties (Ghalandari, 2012;Chen et al., 2013), this study determines that customers" loyalty has no correlation with either customers" engagements and e-service quality. Customer engagement is a construction to facilitate beneficial behavior among existing customers (Calder et al., 2009;Pham & Avnet, 2009;Brodie et al., 2011). ...
The purpose of this research is to examine the correlation of e-service quality, customers’ experience, customers’ engagement, and customers’ loyalty within B2C e-commerce. This paper describes a theoretical model for investigating the main dimension that influences on e-service context for loyalty: website design, fulfillment/reliability, customer service and security/privacy. Survey data were collected from 205 respondents who had made transactions through B2C e-commerce website in the last six months. The partial least squares technique was applied to test the research model. Based on the theoretical model, a comprehensive set of hypotheses were formulated and a methodology for testing them was outlined. These hypotheses were tested empirically to demonstrate the applicability of the theoretical model. The results indicate that customer experiences are influenced by e-service quality, customer engagement alongside with loyalties with B2C E-commerce. Meanwhile the other two factors, customer engagement and e-service quality were not influential to customer loyalty. This study offers a new understanding of customer loyalty in B2C e-commerce..
... Likewise, Chen et al. (2013) examined the influence of quality factors (system, service, and information) on perceived usefulness and user satisfaction in e-commerce. They concluded that system quality had no influence on usefulness and that information quality did not affect satisfaction. ...
... Information quality is also considered a pillar of satisfaction, as high information quality is positively associated with overall satisfaction as users were able to acquire information that meets their standards after using a system (Chou & Hong, 2013;Cidral et al., 2018;Ouiddad et al., 2020). Meanwhile, other researchers did not find a significant influence of information quality on usefulness (Cidral et al., 2018;Kulkarni et al., 2006;Landrum et al., 2010) or between information quality and satisfaction (Chen et al., 2013). Accordingly, these inconsistent findings motivated us to develop the following two hypotheses: ...
... Along with system and information quality, service quality indicates to support and service delivered by an IS department or service provider in terms of quick responsiveness, reliability, assurance, and empathy (DeLone & McLean, 2016). It has been generally accepted that service quality directly impacts usefulness and fulfils expectations for performance and effort (Chen et al., 2013(Chen et al., , 2015. Similar results were obtained for an e-tax system analyzed by Floropoulos et al. (2010), whose findings indicated service quality was an important and strong determinant of usefulness. ...
One substantial issue that is still unexplored enough in the academic literature is user satisfaction antecedents in the Enterprise System (ES) domain. To address this issue, this paper draws upon the Information System Success Model (ISSM) to explore the influence of system quality, information quality, and service quality on both perceived usefulness and user satisfaction, as well as the influence of perceived usefulness on user satisfaction. This research was done using a cross-sectional survey of ES users in Jordanian commercial banks. In total, 208 usable responses were analysed via Smart-PLS software. The empirical findings found substantial and significant support for all model propositions except for the relationship between service quality and user satisfaction, which was insignificant. This research is the first of its kind to test the factors that impact ES user satisfaction in Jordan. It is also among the first works that tested the factors that determine user satisfaction using ISSM for mandatory systems instead of voluntary systems. Finally, our findings offer policymakers and practitioners of Jordanian commercial banks insight into the factors that determine user satisfaction, thereby improving the effectiveness of these complex systems.
... Some previous research shows that e-loyalty is influenced by customer's evaluation of e-service quality as shown by Chen et al. (2013). In online transactions, e-service quality is the difference between customers' expectations for service performance priorities the service encounters and their expectations about service performance before the service offering. ...
... E-loyalty can only be ensured when there is both e-satisfaction and e-trust. Chen et al. (2013) strengthened the hypothesis that e-service quality has a significant positive influence on e-satisfaction and e-loyalty of B2B (business to business) e-commerce users. Parasuraman et al. (2005) identified seven dimensions of e-service quality, which consist of efficiency (easy and fast access of using the site), fulfillment (fulfill a promise regarding delivery and availability of products), system availability (appropriate technical function from a website), privacy (safety and protection of customer's information), responsiveness (handling situations effectively), compensation (site should provide compensation when customers have problems), and contact (assistance through telephone or an online representative). ...
... Ludin and Cheng (2014) claimed that e-service quality and e-satisfaction have a significant positive influence on e-loyalty in online transactions in Malaysia. Likewise, Chen et al. (2013) showed that e-service quality has a significant positive influence on e-satisfaction and e-loyalty on B2B (business to business) e-commerce users. Other research also shows that improvement of e-service quality will increase e-satisfaction and e-loyalty (Nasution et al., 2019). ...
This research is motivated by the concept of online banking or Internet banking where consumers aren’t required to visit a bank branch to complete most of their basic banking transactions. They can do all of this at their own convenience, wherever they want. This research aims to find out the role of e-satisfaction in mediating the influence of e-service quality on the e-loyalty of the customer of a private bank in Indonesia. The method of data collection in this research is by using probability sampling with the simple purposive sampling technique. Data that is collected from 205 respondents is the data that meet the criteria, which are the respondent needs to be a bank customer and must have an Internet banking account. The analysis method that is used is regression analysis through the SEM method with the aid of SmartPLS 3.0 software to test the significance of e-satisfaction role in mediating the relationship between e-service quality and e-loyalty. The research result shows that e-service quality has a significant positive influence on e-satisfaction; e-satisfaction has a significant positive influence on e-loyalty, e-service has a significant positive influence on e-loyalty, and e-satisfaction significantly mediate the influence of e-service quality towards e-loyalty. © 2021. The Author(s) This is an Open Access article distributed under the terms of the Creative Commons Attribution Non-Commercial License (https://creativecommons.org/licenses/by-nc/4.0/) which permits unrestricted non-commercial use, distribution, and reproduction in any medium, provided the original work is properly cited.
