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Article
Publication date: 2 February 2021

Dharmendra Trivedi, Atul Bhatt, Mayank Trivedi and Pankajray Vinodchandra Patel

This empirical study aims to measure the performance of electronic service quality and related infrastructure in a state university library and suggests the strategies for…

Abstract

Purpose

This empirical study aims to measure the performance of electronic service quality and related infrastructure in a state university library and suggests the strategies for further improvement based on this study.

Design/methodology/approach

The data collection was done through a survey questionnaire based on the 22 attributes of four e-Service quality dimensions rated on five-point Likert scale. The sample population consisted of 239 respondents comprising of different categories of users of university library.

Findings

The results of this study indicated that all four dimensions rated by the users fell between mean score 3 to 4 (good), the highest score was received in dimension online public access catalogue (OPAC) and internet service with followed by Library website, Library electronic equipment’s and e-User education. Out of total 22 e-Service quality attributes, none of the attributes received score above 4 (excellent), which indicates that still university library need to improve the current performance of e-Service quality and to take remedial steps to enhance the existing e-services and infrastructure.

Practical implications

Findings from this study could assist university library authority to sustain and enhance performance of e-Services that could achieve the core journey of the modern university libraries.

Originality/value

This study was the first endeavour for measurement of the performance of e-Service quality and related infrastructure of federal university libraries in India.

Details

Digital Library Perspectives, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2059-5816

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Article
Publication date: 10 November 2020

Ahmet Demir, Lubna Maroof, Noor Us Sabbah Khan and Bayad Jamal Ali

In this study, we have collected the response from 200 private university lecturers in Kurdistan Region of Iraq. In order to test the hypotheses, we have proposed…

Abstract

Purpose

In this study, we have collected the response from 200 private university lecturers in Kurdistan Region of Iraq. In order to test the hypotheses, we have proposed structural equations modeling (SEM).

Design/methodology/approach

The purpose of this paper is to elaborate the direct and indirect effects of e-service quality on perceived value, satisfaction and willingness to pay for online meeting platforms in the education sector. This study also explores the effect of e-service quality on users' perception and satisfaction.

Findings

The results reveal that e-service quality directly affects the perceived value and satisfaction but has no direct effect on the willingness to pay. Secondly, perceived value and satisfaction mediated the relationships between service quality and willingness to pay. However, it is observed that perceived value has a more significant impact on the willingness to pay compared to satisfaction. It is further reported that perceived value is one of the antecedents of satisfaction. The study also explores the direct relationship between perceived value and willingness to pay, and introduces satisfaction as a mediating variable between perceived value and willingness to pay.

Research limitations/implications

The sample is geographically limited as only online faculty and staff working at private universities participated in the study. This study has implications for administrators of higher educational institutions and companies providing IT solutions for online meetings. From a managerial standpoint, this study provides and IT companies a broad theoretical basis that designing a successful online meeting platform should specifically emphasize e-service quality, perceived value and customer satisfaction.

Originality/value

There is no study that evaluated the links among e-service quality, value, satisfaction, and willingness to pay for the online meeting platform services. Therefore, this study is useful for the private university administration and online meeting platform developers and investors.

Details

Journal of Applied Research in Higher Education, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2050-7003

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Article
Publication date: 2 December 2020

Immanuel Ovemeso Umukoro and Mutawakilu Adisa Tiamiyu

This paper sought to validate a proposed e-service use model that takes into account system's environment and user factors as plausible determinants of an information…

Abstract

Purpose

This paper sought to validate a proposed e-service use model that takes into account system's environment and user factors as plausible determinants of an information system's (IS) use that are not accounted for by previous IS use models. The aim is to establish the applicability of the model for e-services and IS design, implementation and use.

Design/methodology/approach

This study adopts a quantitative approach to data collection and analysis. Using a systematic multi-stage random sampling, data were collected from 400 university e-library users and analysed using regression analysis to test the hypothesised relationships.

Findings

Internal system factors (particularly service quality), user satisfaction, e-service environment factors and user factors (gender, programme of study, level of study and computer/IT self-efficacy) predicted the use of e-services. These findings are partly similar to and partly different from those of the earlier studies, suggesting that more studies are needed to test the comprehensive model of e-services’ use.

Research limitations/implications

This is a replicated study and as such made use of a similar population. These findings, therefore, cannot be generalised to other organisations with users of different demographic profiles.

Practical implications

First, the use of the services provided through an IS is predicted by factors other than user satisfaction, system, service and information qualities. Second, system administrators, designers, library administrators and managers must ensure that these factors are considered during the design, implementation and use of ISs.

Social implications

The paper argues for the need to design e-services and ISs with consideration for user attributes that may lead to social exclusion if not considered. This is because the environment where an IS is hosted can be a driver of e-services use, especially if management provides the enabling environment in terms of optimal staffing, training, user support and periodic e-service evaluation.

Originality/value

This paper extends research effort in understanding the predictors of use of ISs beyond the traditional system's attributes (information, service and system qualities) to include system environment and user factors.

Details

Library Hi Tech, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0737-8831

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Article
Publication date: 11 April 2016

Yong Lin, Jing Luo, Shuqin Cai, Shihua Ma and Ke Rong

The purpose of this paper is to explore the quality factors influencing customer satisfaction in the electronic commerce (e-commerce) context using a triadic view of…

Abstract

Purpose

The purpose of this paper is to explore the quality factors influencing customer satisfaction in the electronic commerce (e-commerce) context using a triadic view of customer-e-retailer-third-party logistics provider, and to investigate the impacts of service quality on customer satisfaction and loyalty in the e-retailing supply chain.

Design/methodology/approach

A literature review is used to determine the conceptual model and develop the measurement scales. Data are collected through a web survey mainly conducted in China. Structural equation modeling is used to analyze the collected data and test the research hypotheses.

Findings

The results verify the proposed service quality framework, consisting of two dimensions (electronic service (e-service) quality and logistics service quality), in the e-commerce context. The results indicate that e-service quality and logistics service quality are strongly linked to customer satisfaction; that is, with e-service and logistics service, respectively. e-Service quality positively impacts customer satisfaction with logistics services, but logistics service quality negatively impacts customer satisfaction with e-services. Moreover, customer satisfaction with e-services is positively associated with customer loyalty for both e-services and logistics services. However, customer satisfaction with logistics services has no direct impact on related customer loyalty, and negatively impacts customer loyalty with e-services.

Research limitations/implications

The survey focusses only on China; future data should verify whether different cultural backgrounds will impact the research results.

Practical implications

The results show that e-retailers should not only focus on e-service quality, but also logistics service quality, which is critical to the success of e-commerce.

Originality/value

A two-dimensional (e-service and logistics) service quality framework is proposed and empirically assessed in the context of the e-retailing supply chain. These impacts of the path of service quality on customer satisfaction and loyalty are highlighted.

Details

Industrial Management & Data Systems, vol. 116 no. 3
Type: Research Article
ISSN: 0263-5577

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Article
Publication date: 13 March 2017

Yen-Chun Chen, Yung-Cheng Shen, Crystal Tzu-Ying Lee and Fu-Kai Yu

The purpose of this paper is to develop and validate a multidimensional hierarchical scale for measuring “e-service quality variation.”

Abstract

Purpose

The purpose of this paper is to develop and validate a multidimensional hierarchical scale for measuring “e-service quality variation.”

Design/methodology/approach

Based on the psychometric scale-development approach, qualitative and quantitative methods were employed to develop the e-SERVAR scale. A multidimensional hierarchical factor structure of e-SERVAR is proposed, along with a set of preliminary items derived from literature and the qualitative study. Furthermore, the Yahoo website in Taiwan was chosen to be the target e-service website for data collection to develop the e-SERVAR scale. A series of statistical methods (i.e. item-to-total correlations, exploratory factor analyses, CFAs and structural equation modeling) were adopted to verify construct reliability and validity as well as nomological validity of the scale.

Findings

A 41-item e-SERVAR scale based on the structure of a hierarchical factor model was developed that contains three primary dimensions (i.e. information, system and fulfillment) and nine subdimensions (information accuracy, information quantity, information timeliness, information usefulness, system reliability, system security, merchandise quality, merchandise delivery timeliness and merchandise security).

Practical implications

The results of this study help managers identify sources of quality variability and design efficacious strategies to reduce such variability in order to improve the overall e-service quality.

Originality/value

Prior research of e-service quality has paid less attention to the role of e-service quality variability. Discussion of e-service quality variability was mainly conceptual in nature. This research presents the e-SERVAR scale as a measurement tool that provides a new avenue for researchers to study how to improve e-service quality by measuring service variability.

Details

Journal of Service Theory and Practice, vol. 27 no. 2
Type: Research Article
ISSN: 2055-6225

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Article
Publication date: 6 June 2016

Liziane Silva Menezes, Miguel Afonso Sellitto, Tatiane Pereira Librelato, Miriam Borchardt and Giancarlo Medeiros Pereira

– The purpose of this paper is to develop a multiple item scale for measuring perceived quality in e-service provided by a university.

Abstract

Purpose

The purpose of this paper is to develop a multiple item scale for measuring perceived quality in e-service provided by a university.

Design/methodology/approach

The authors used a two-step methodology: a qualitative part to identify relevant dimensions and indicators in e-service and a numerical survey to assess preferences and evaluations of 252 users, regarding indicators of e-service quality, as well as a global degree of satisfaction with the overall e-service. Multivariate and structural techniques helped extracting guidelines for improving perceived quality.

Findings

The authors refined a scale by factor analysis, remaining five dimensions and 15 items. The five dimensions are: trust, convenience, responsivity, empathy and personalization. The authors found out that trust, responsivity and empathy, at a 0.01 level, are directly related with the overall satisfaction with e-service.

Research limitations/implications

Specific results are not generalizable to others universities, but the method can be replicated in others e-service providers. For continuity, the authors recommend multicriterial methods for prioritizing indicators. For confirmatory analysis, the authors suggest a new survey with a larger sample, aggregating new indicators by more qualitative research.

Practical implications

The method can help universities to evaluate and eventually reformulate their strategies in dealing with e-services users.

Originality/value

The paper helps clarify how to structure and organize indicators related to e-service perceived quality and how to identify those activities that can help managers to improve it.

Details

Business Process Management Journal, vol. 22 no. 3
Type: Research Article
ISSN: 1463-7154

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Article
Publication date: 1 February 2005

Alessandro Ancarani

To define and test an approach for the evaluation of the quality of e‐service provided in the LPS sector.

Abstract

Purpose

To define and test an approach for the evaluation of the quality of e‐service provided in the LPS sector.

Design/methodology/approach

The study hypothesises a correlation among e‐service content quality, technological complexity of web sites, and the application of criteria for assessing efficiency, effectiveness, and transparency through organisational re‐engineering induced by e‐service. A model for describing the e‐service quality in the local public service sector is then defined.

Findings

Provides a methodology for measuring the quality of e‐service in terms of functional quality. It is based on the relationship between benefits for customers and web site technological complexity, assumed to be represented by the level of organisational changes adopted by firms.

Research limitations/implications

It is necessary to analyse organisational changes actually applied. It would be important to discuss in detail the relevant dimensions of e‐service quality in the public sector.

Practical implications

The proposed approach should allow managers operating in public‐service organisations to develop useful operational frameworks for e‐service quality‐control systems – based on an analysis of the interactions and transactions made available to their stakeholders.

Originality/value

This paper addresses the increasing demand for transparency, efficiency, and effectiveness in e‐service provision in the local public service sector. It provides a framework for understanding how the e‐service is provided, how it can be evaluated, and how to assess e‐service quality in terms of the content of the developed web sites.

Details

Managing Service Quality: An International Journal, vol. 15 no. 1
Type: Research Article
ISSN: 0960-4529

Keywords

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Article
Publication date: 20 August 2010

Jung‐Hwan Kim and Chungho Kim

The purpose of this paper is to compare the e‐service quality perceptions of US and South Korean consumers in relation to overall e‐service quality, e‐satisfaction, and…

Abstract

Purpose

The purpose of this paper is to compare the e‐service quality perceptions of US and South Korean consumers in relation to overall e‐service quality, e‐satisfaction, and e‐loyalty to understand geographic and cultural differences in relation to the international expansion of e‐business.

Design/methodology/approach

The data for the study were collected from college‐age internet users in the USA and Korea. A total of 361 questionnaires were deemed as usable for data analysis. Regression analyses were used to test the conceptual model.

Findings

Privacy and efficiency significantly affected overall e‐service quality and e‐satisfaction for respondents in both Korea and the USA. As for Korean respondents, system availability and fulfillment were significant factors that affected overall e‐satisfaction. The relationships among overall e‐service quality, e‐satisfaction, and e‐loyalty were positively significant between the two countries.

Practical implications

Using two sets of data from the USA and Korea, the paper examined important e‐service quality dimensions in producing overall e‐service quality and e‐satisfaction which in turn influence e‐loyalty based on respondents' actual shopping experience. The dimensions identified in the study are based on a full assessment of an e‐service experience. Global e‐retailers can use the dimensions identified by the paper to better assess their service performance on an international level.

Originality/value

The paper is unique in that it is one of the first cross‐cultural examinations of how consumers in two different countries perceived e‐service quality using e‐SQ scale developed by Parasuraman et al.

Details

Journal of Research in Interactive Marketing, vol. 4 no. 3
Type: Research Article
ISSN: 2040-7122

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Article
Publication date: 27 April 2010

Jamie Carlson and Aron O'Cass

The objective of this paper is to develop a conceptual model to examine the relationships among e‐service quality, consumer satisfaction, attitudes towards the web site…

Abstract

Purpose

The objective of this paper is to develop a conceptual model to examine the relationships among e‐service quality, consumer satisfaction, attitudes towards the web site and behavioural intentions in the context of content‐driven web sites.

Design/methodology/approach

Data from an online survey of 518 consumers were collected with the partial least squares (PLS) structural equation modelling technique used to empirically test the model.

Findings

Findings suggest that positive evaluations of e‐service quality influences positive levels of consumer satisfaction, consumer attitudes towards the web site and behavioural intentions within the specific service context of content‐driven professional sports web sites.

Research limitations/implications

The study specifically focuses on content‐centric web sites within a single service domain being professional sport. Future research can apply the framework to other service sectors on the internet, as well as to other cultural settings.

Practical implications

The study suggests that practitioners can use the model developed in this study to assist in allocating resources to the essential, or under‐performing, e‐service quality attributes needed to drive positive consumer satisfaction, attitudes and behavioural intentions.

Originality/value

The paper proposes and empirically supports the idea that e‐service quality influences consumer attitudes as well as consumer satisfaction and behavioural intentions in the context of content‐driven (professional sports) web sites. Moreover, the results of this study provide managers with a useful framework to manage content driven e‐services, as well as for researchers interested in the issue of managing e‐service quality.

Details

Journal of Services Marketing, vol. 24 no. 2
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 19 June 2008

Rui Sousa, Andy C.L. Yeung and T.C.E. Cheng

This study aims to empirically examine whether heterogeneity in personal customer profiles translates to heterogeneity in the valued operational e‐service design…

Abstract

Purpose

This study aims to empirically examine whether heterogeneity in personal customer profiles translates to heterogeneity in the valued operational e‐service design attributes. It focuses on a key operational e‐service design attribute – service quality – by investigating whether customers with different profiles (demographics, pattern of use of the service, and pattern of channel use) attach different levels of importance to different dimensions of web site quality.

Design/methodology/approach

The study is based on path analysis of data collected from multiple sources in a commercial e‐service setting (e‐banking): data from an online survey of the customers of the e‐service; data stored in the transaction and log files generated by the operation of the e‐service over time; and data from the e‐service provider's customer database and back office IT systems.

Findings

The results suggest that: customer demographics, pattern of service use, and pattern of channel use have no influence on the importance attached by customers to web site quality dimensions; and customer demographics affect the pattern of use of an e‐service.

Research limitations/implications

Future research should examine this question in other types of e‐services and should examine other types of profile variables.

Practical implications

Service providers may not need to employ customization at the level of web site quality dimensions. The findings support the existence of the concept of an “optimal” web site design for quality.

Originality/value

The paper answers calls for an increased understanding of the design of high quality e‐services and for multidisciplinary research in the field of services management, in particular, incorporating operations management perspectives.

Details

International Journal of Operations & Production Management, vol. 28 no. 7
Type: Research Article
ISSN: 0144-3577

Keywords

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