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The purpose of this study is to investigate the impact of e-service quality and e-trust on customer e-satisfaction and, subsequently, on customer e-loyalty towards a website in the online shopping environment of Pakistan.

The research employed a quantitative approach and utilised structural equation modelling to investigate the relationship between e-service quality and e-trust on consumers’ e-satisfaction and e-loyalty. The data were collected from 250 individuals who actively use online shopping websites to purchase products in Pakistan.

The findings revealed that e-service quality and e-trust offered on e-commerce websites significantly impacted customer e-loyalty. However, it was found that both e-service quality and e-trust do not have a significant impact on customer e-satisfaction. In addition, the findings showed that customer e-satisfaction positively impacts e-loyalty.

Overall, these findings emphasise the importance of e-service quality, e-trust and customer e-satisfaction and their role in cultivating customer loyalty within the context of the online shopping environment in Pakistan.

This study contributes to the existing literature on online shopping in Pakistan by exploring the factors influencing consumer behaviour in this context. The findings add to the academic understanding of consumer behaviour and provide valuable insights for e-commerce businesses in Pakistan.

This study aims to examine the effect of e-customer relationship management (e-CRM) on customer e-loyalty through e-service quality and e-satisfaction. This study also examines how customers’ e-loyalty affects their willingness to recommend a banking service.

A total of 372 private bank customers from Chattogram, the second largest and only port city of Bangladesh, were chosen using a convenience sampling technique. Structured equation modelling was used to analyse the data.

E-CRM positively impacts e-service quality, customer e-satisfaction and customer e-loyalty. The association between e-CRM and customer e-loyalty is sequentially mediated by e-service quality and e-satisfaction. E-loyalty has a significant influence on willingness to recommend a banking service.

The findings will help Bangladeshi banks boost the number of prospective customers implementing e-CRM. In addition, mediators between e-CRM and e-loyalty provides managers a new insight on willingness to recommend a banking service.

The sequential mediation effect of e-service quality and customer e-satisfaction on the connection between e-CRM and e-loyalty represents the unique contribution and enriches the present e-CRM literature, particularly in the Bangladeshi private banking sector.

Based on stimulus-organism-response theory, this study aims to explore how digital service communication strategies affected customers’ e-service agent use intentions through perceived warmth and competence.

A 2 × 2 scenario-based experiment was conducted to test the proposed relationships.

Findings indicated when a high-authority conversation party was engaged in digital service communications, customers showed higher e-service agent use intentions through perceived warmth and competence in an emoji-presence conversation style.

To the best of the authors’ knowledge, this study is the first to explore the effects of digital service communication strategies on customers’ internal and behavioral responses.

基于刺激-有机体-反应理论, 本研究探讨了数字服务沟通策略如何通过感知亲切和感知能力的方式影响了顾客对电子服务代理的使用意愿。

本研究进行了一项基于2x2情境的实验, 以测试所提出的关系。

研究结果表明, 当高权威的对话方参与数字服务沟通时, 顾客在表情存在的对话风格中通过亲切和能力的认知表现出更高的电子服务代理使用意愿。

本研究调查了对话方和对话方式作为数字服务沟通策略在顾客-数字服务互动中的影响。

本研究是第一个探讨数字服务沟通策略对顾客内部和行为反应影响的研究。

This research paper aims to present a framework of open government data (OGD) relating to e-service quality dimensions. In addition, it provides a research agenda for the e-service delivery of OGD.

A literature review pertaining to e-service quality with special reference to e-government was delivered to deduce the key dimensions of e-service quality for OGD.

Five e-service quality dimensions of OGD are identified in the study; website design, fulfilment, service provision to the user while interfacing with the OGD Web portal, service provision to the user during and after the value-creation and innovation period and security/privacy. To further OGD re-use for value creation and innovation, it is important that the e-service quality dimensions are built into all OGD programmes by public authorities.

Hitherto, extant research has focused on the data quality dimensions of OGD, but the dimensions linked with e-service have not been explored. This study seeks to fill this gap and, in addition, suggests further research requirements in this field.

This research aims to investigate the effects of e-service quality on customer satisfaction and customer loyalty. The moderating effects of web design and trust in the relationship between e-service quality and customer satisfaction are also explored.

A conceptual model involving various dimensions of e-service quality, customer satisfaction, loyalty, price perception and web design is developed, and hypothesized relationships are tested using Hayes’s PROCESS macros. A survey instrument and data from 650 respondents who are regular e-buyers from the southern part of India are used.

The results indicate that e-service quality positively relates to customer satisfaction and loyalty. The findings also suggest that price perception and trust are vital in enhancing customer satisfaction. Further, the indirect effect of e-service quality on customer loyalty through customer satisfaction is supported. Finally, web design (first moderator) and trust (second moderator) significantly influence the relationship between e-service quality and customer satisfaction.

This research underscores the importance of e-service quality, web design, and trust in influencing customer satisfaction. Based on the findings from this study, e-retailers are suggested to discover the methods of building and improving customer trust and create a web design that is appealing to the customer to enhance satisfaction and loyalty. Some of the limitations of this study include common method bias and social desirability bias. However, the authors have taken adequate care to minimize these biases.

This paper used the e-service quality model and investigated the consequences of e-service quality during the post-pandemic new normal period in a developing country (India). The double moderation of web design and trust is a novel idea that previous researchers have not explored to the best of the authors' knowledge and makes a significant contribution to service marketing. In addition to providing resounding evidence of direct relationships, the three-way interaction investigated in this study makes this study unique and pivotal.

This study aims to investigate the role of e-service quality and e-trust for achieving e-loyalty among digital library users in the digital economy. The current study examined the mediation effect of e-trust in the connection between e-service quality and e-loyalty.

Cross-sectional design was applied for the purpose of data collection and empirical findings of the study. Survey method was used for the purpose of data collection from 783 online digital libraries users.

Results reveal that e-service quality positively predicts e-trust in digital economy. Moreover, in digital economy e-trust predicts the e-loyalty. The findings also reveal that e-trust mediates the relationship between e-service quality and e-loyalty links.

The finding of study suggested that individual level e-trust have a strong effect on e-loyalty in digital economy. Individual level aspects in term of e-service quality have a direct effect on e-trust to improve their e-loyalty. The finding indicated that digital libraries users in future will be more loyal toward e-service quality providers. The results are useful for the management of digital libraries and academia for future. This is the first study that includes e-service quality, e-trust and e-loyalty in the context of digital economy.

The purpose of this study is to explore the interplay between electronic service quality, user experience (UX) and overall customer satisfaction. Additionally, it aims to assess the suitability of E-S-QUAL and UX metrics within the cultural context of Greece.

Data were collected from 310 Internet users based on their last online purchase from an e-retail website. To evaluate the conceptual model, the authors used partial least squares structural equation modeling (PLS-SEM).

The findings of this study validate the scales' reliability and validity in the realm of electronic commerce (e-commerce) in Greece. The findings also emphasize the favorable association between e-service quality and UX with overall satisfaction, while indicating that e-service quality plays a partial mediating role in the relationship between UX and customer satisfaction.

The authors' study enhances the existing theory by introducing a new multi-dimensional conceptual framework that illuminates the relative importance of the dimensions within the scales. Additionally, it offers valuable insights into the impacts of e-service quality and UX on overall satisfaction, providing managers and practitioners with a tool to evaluate the quality of their electronic services and make necessary adjustments to meet the needs of their customers.

The aim of this study is to examine the relationship between the determinants of student loyalty, i.e. service quality, e-service quality and university image in open and distance learning (ODL) based on the theory of reasoned action, in more systematic approach. This study also examines university's image role as a mediator on the relationship between service quality and e-service quality towards student loyalty.

This paper develops an integrative conceptual framework along with propositions by integrating comprehensive literature, in the field of service quality, e-service quality, university image and student loyalty. Through the review of detail literature and based theory of reasoned action (TRA), it is proposed that service quality, e-service quality and university image would be meaningful attributes towards student loyalty. In addition, it is also contended that university image would mediate the relationship between service quality and e-service quality towards students’ loyalty.

This paper provides an integrative conceptual framework on service quality, e-service quality, university image and students loyalty in open and distance learning (ODL) context.

None of the models presented in the literature explore the mediation of university image on the relationship between service quality and e-service quality towards student loyalty as the most recent research on the subject envisages.

This study aims to identify the impact of drivers of citizens’ e-loyalty on e-government services. This study focused on the impact of e-service quality (e-SQ) on e-loyalty, mediated by e-trust. In addition, the study examined the moderating role of system anxiety.

To accomplish the study’s objectives, a self-administered questionnaire was created to collect data, and the sample size was chosen to align with the requirements of the structural equation modeling (SEM) approach. Out of the distributed questionnaires, 532 were deemed valid and suitable for analysis in this research. Data screening was performed, and no questionnaires were excluded from the analysis.

The study findings underscore the significance of enhancing e-SQ for improved trust, satisfaction and engagement in e-government initiatives. Decision-makers should prioritize streamlined processes, user-friendly interfaces and responsive support. Crucial elements for fostering trust include transparency, accountability and data security. Personalized services, citizen engagement and continuous feedback evaluation contribute to citizen satisfaction and loyalty. Addressing system anxiety is vital through clear instructions and accessible support. Implementation of these recommendations is expected to lead to successful e-government initiatives and increased e-service adoption. The study highlights the importance of maintaining high e-SQ standards, trust-building measures and adopting a holistic approach for sustained positive user experiences in government e-services.

This study found a significant positive influence of e-SQ on e-loyalty showing a strong positive correlation between e-SQ, e-loyalty and e-service. Statistical analysis reported a significant positive mediating role of e-trust in the relationship between e-SQ and e-loyalty. Moreover, system anxiety exhibited a strong significant negative moderating role on the relationship between e-SQ and e-trust.

Practical implications of the study emphasize the importance of improving e-SQ, enhancing transparency, strengthening security measures, adopting user-centric design principles and continuously evaluating and improving e-services. By implementing these recommendations, decision-makers can foster trust, satisfaction and improve engagement and adoption of e-government initiatives in the Jordanian context as a developing country.

The study explores the factors influencing citizens’ loyalty to e-government services in Jordan, acknowledging the unique challenges faced by the country as a developing nation. It focuses on understanding these factors within the Jordanian context, where e-government initiatives are increasingly implemented to enhance public services and governance. The research investigates the mediating role of e-trust and the moderating effect of system anxiety, providing valuable insights into the drivers of citizens’ loyalty.

The purpose of this study was to empirically investigate the role of e-service quality factors in predicting e-satisfaction. The study context was spirituality and well-being over-the-top services. The e-service quality factors consisted of perceived functional completeness, perceived performance, perceived quality of interface and interaction, perceived quality of content and information and perceived quality of customer support. The study goal was to ascertain over-the-top services customers’ behavioral intention toward upgrading to premium subscription and the spread of electronic word of mouth.

This study was based upon the integrated stimulus-organism-response framework where e-service quality represented the stimulus, e-satisfaction the organism, behavioral intention and electronic word of mouth as the response. The study used a moderated-mediation approach with e-satisfaction as the mediator and the price value of a premium subscription as the moderator. To empirically test the model, the authors collected data from 312 spirituality and well-being over-the-top services users in India. Partial least squares-structured equation modeling was used to analyze the collected data.

The findings of the study supported the association between e-service quality factors and e-satisfaction while using spirituality and well-being over-the-top service. The results furthermore indicated that satisfied spirituality and well-being over-the-top customers were willing to upgrade to the premium subscription and spread favorable electronic word of mouth. The moderated-mediation study results revealed that the price value of premium subscriptions moderated the relationship between e-service quality and e-satisfaction but did not moderate the relationship between e-satisfaction and behavioral intention, and e-satisfaction and electronic word of mouth.

This study offered a comprehensive stimulus-organism-response theoretical model by using the five e-service quality measurement factors as “stimuli” for motivating the internal state of spirituality and well-being over-the-top subscribers. This was toward sustained usage in over-the-top services subsequent to the end of the freemium period. Furthermore, in this study, both e-service quality theory and user satisfaction theory were integrated into the stimulus-organism-response model. This helped to better comprehend the impact of e-service quality factors in driving e-satisfaction among spirituality and well-being over-the-top service users.

This study revealed the significance of differentiating premium over-the-top subscriptions based on price value. To ensure a high level of e-satisfaction from a premium subscription, a greater emphasis on the e-service quality dimensions was required. This study provided insights to managers regarding the role of favorable electronic word of mouth in fostering effective customer acquisition.

This was one of the first studies which concurrently integrated perceived value of the premium subscription and e-satisfaction with customers’ behavioral intention and electronic word of mouth through the theoretical lens of stimulus-organism-response.