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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 paper aims to analyze the spillover effects between online food delivery providers’ (OFDs) performance and restaurant brands. It proposed a model of three determinants for e-satisfaction with OFDs and related these variables to restaurants’ brand satisfaction, image and loyalty.

A survey was designed, and 332 responses from delivery apps users in Ecuador were collected. A partial least squares structural equations model was applied.

The three proposed determinants of OFD satisfaction were significant: e-service quality, personal aspects of delivery workers and perceived food quality. Regarding the spillover effects, e-service quality and personal aspects had an influence on perceived food quality, mediating a chain of effects on restaurants’ brand satisfaction, image and loyalty.

Data were collected before COVID-19. Further studies will need to be undertaken in the context of the COVID-19 pandemic because minimal contact between delivery workers and customers is expected. In addition, food quality perceptions may include new concerns about biosafety norms.

Practices aiming to improve the service experience with OFDs are suggested, including proper training, supervision and improvement of delivery workers’ conditions. On the other hand, because restaurants do not control OFD’s performance, their contractual agreements should focus on avoiding service failures that erode restaurants’ brand equity.

This paper fulfills the need to study the spillover effects in the context of the collaborative economy, where delivery companies, delivery workers and restaurants work together to provide a service, and the performance of one of the parties impacts the consumers’ perceptions of the other party.

本调查旨在分析在线食品配送提供商 (OFD) 绩效与餐厅品牌之间的溢出效应。 它提出了 OFD 电子满意度的三个决定因素模型, 并将这些变量与餐厅的品牌满意度、形象和忠诚度相关联。

本研究设计了一项调查, 并收集了来自厄瓜多尔交付应用程序用户的 332 份回复。 应用PLS结构方程模型。

OFD 满意度的三个拟议决定因素非常重要：电子服务质量、送货员的个人方面和感知的食品质量。 关于溢出效应, 电子服务质量和个人方面对感知食品质量有影响, 调节对餐厅品牌满意度、形象和忠诚度的连锁影响。

本研究数据是在 COVID-19 之前收集。 由于预计送货员和顾客之间的接触最少, 因此需要在 COVID-19 大流行的背景下进行进一步研究。 此外, 食品质量认知可能包括生物安全规范的新担忧。

本研究建议采取旨在改善 OFD 服务体验的做法, 包括适当的培训、监督和改善送货工人的条件。 另一方面, 由于餐厅不控制 OFD 的绩效, 因此他们的合同协议应着重于避免服务失败而损害餐厅的品牌资产。

本文满足了研究协作经济背景下溢出效应的需要, 在这种情况下, 送货公司、送货工人和餐馆共同提供服务, 其中一方的表现会影响消费者的 对方的看法。

Scholarly research on e-procurement has been limited and, like e-government, e-procurement has been researched primarily from the perspective of adoption/non-adoption. This paper aims to focus on public administration employees’ perceptions of the quality of národní elektronický nástroj (NEN) – the Czech national e-procurement tool they are required to use.

The paper is based primarily on statistical analysis of data obtained through two questionnaire surveys addressed to contacts from of all Czech central state administration bodies using NEN; 175 completed questionnaires were gathered in 2020 and 128 in 2022 and subjected to statistical analysis in SPSS.

NEN was launched as fully operational in August 2015. The research indicates that in 2022 there were still important gaps in the quality of NEN as perceived by public employees.

The paper has important practical implications for e-procurement policymakers. It shows that making the e-procurement system compulsory is not sufficient. The government needs to guarantee that it would be competitive with tools that would otherwise be preferred. Otherwise, the application of the digital-by-default principle may lead to institutionalisation of services that are not user-friendly. This has important implications for e-government/e-procurement management and change management.

Little is known about public employees’ perceptions of the quality of e-government and e-procurement. Although e-procurement is an area where the digital-by-default principle was implemented rather early, the quality of e-procurement has still received limited attention in research.

The purpose of this paper is to improve the understanding of cloud service users’ privacy concerns, which are anticipated to considerably hinder cloud service market growth. The researchers have explored privacy concerns from dimensions that were identified as relevant in the cloud context.

Content analysis was used to identify privacy problems that were most often raised in previous cloud research. Multidimensional developmental theory (MDT) was used to build a conceptual model of cloud privacy concerns. Literature review was made to identify the privacy-related constructs used to measure privacy concerns in previous cloud research.

The paper provides systematization of recent cloud privacy research, proposal of a conceptual model of cloud privacy concerns, identification of measuring instruments that were used to measure privacy concerns in previous cloud research and identification of categories of problems that need to be addressed in future cloud research.

This paper has identified the categories of privacy problems and dimensions that have not yet been measured in the cloud context, to the best of the authors’ knowledge. Their simultaneous examination could clarify the effects of different dimensions on the privacy concerns of cloud users. The conceptual model of cloud privacy concerns will allow cloud service providers to focus on key cloud problems affecting users’ privacy concerns and use the most appropriate privacy protection communication and preservation approaches.

This study aims to explain why online reviews in Airbnb are skewed toward positive ratings. The authors examine customer perceptions of the service quality of an Airbnb stay as a relevant antecedent of whether customers leave an online review of that Airbnb stay. To this end, the authors test the hypothesis that the relationship between service quality and leaving an online review is linear and positive.

To test the hypothesis, the authors rely on primary survey data from 177 Airbnb customers combined with secondary data coming from their personal online Airbnb accounts. The authors conducted a binary logistic regression analysis to test the hypothesis.

The results show that customers’ service quality perceptions are positively and linearly related to leaving an online review of an Airbnb stay. In other words, satisfied customers are more likely to leave a review after an Airbnb stay than those who are dissatisfied.

The study is original in two respects. First, it reconsiders the role of customer experiences in explaining online customer reviews. In doing so, it empirically shows that the conventional wisdom of a U-shaped relationship between customer experiences and online reviewing does not hold in the context of the sharing economy. Second, by relying on primary survey data, the authors reveal the risk of dissatisfied customers creating an underreporting bias in online reviews, which ultimately make online reviews of Airbnb skewed toward positive ratings.

Despite the wide availability of internet banking, levels of intention to use such facilities remain variable between countries. The purpose of this paper is to focus on e-banking in a country with low intention to use e-banking – Jordan – and to explain the slow uptake.

A quantitative method employing a cross-sectional survey was used as an appropriate way of meeting the research objectives. The survey was distributed to bank customers in Amman, Jordan, collecting a total of 328 completed questionnaires. SPSS and AMOS software were used, and multiple regression and artificial neural networks were applied to determine the relative impact and importance of e-banking predictors.

The statistical techniques revealed that several major factors, including perceived ease of use, perceived usefulness, security and reasonable price, stand out as the barriers to intention to use e-banking services in Jordan.

This study theorizes a series of implications on intention to use e-banking. It draws the attention of Jordanian banks to the full functionality of their e-banking systems, emphasizing positive safety features, which could contribute to changing negative customer perceptions. It also contributes to eliciting the theory of customer value among banks by focusing on how they should properly enhance their use of shared value. Moreover, it will present to managers how e-banking predictors can send meaningful and timely information to customers.

This study evaluates a multidimensional hierarchical scale of smart policing service quality.

Qualitative and quantitative analysis tools were used to develop a smart policing service quality scale based on the integrative psychometric scale development methodology. A multidimensional hierarchical structure was proposed for smart policing service quality; a group of preliminary items selected from literature was used for the qualitative analysis. For data collection, users of smart policing services were selected through the United Arab Emirates (UAE) research centre. Several statistical methods were employed to verify reliability and validity of the construct and nomological validity of the proposed scale.

A smart policing service quality scale of 23 items was developed based on a hierarchical factor model structure. Nomological testing indicated that overall smart policing service quality is positive and significant, thus contributing to user satisfaction, intention to continue using the system and enhanced quality of life.

This study enables managers to evaluate types of policing quality and effectively implement strategies to address security and sustainability issues that exist currently in smart services.

Previous studies on policing service quality have not sufficiently addressed the role of smart policing service quality; the nature of discussion in this area is primarily based around concepts. The development of the smart policing service quality scale provides a measurement tool for researchers to use to enhance the understanding of smart policing service quality.

This study aims to analyse how consumers' perceptions of justice in a service recovery scenario vary, not only due to the company's actions but also due to the comparisons they make with the experiences of other consumers.

Based on justice theory, social comparison theory and referent cognitions theory, this study describes an eight-scenario experiment with better or worse interactional, procedural and distributive justice (better/worse interactional justice given to other consumers) × 2 (better/worse procedural justice given to other consumers) × 2 (better/worse distributive justice given to other consumers).

First, consumers' perceptions of interactional, procedural and distributive justice vary based on the comparisons they draw with other consumers' experiences. Second, the results confirmed that interactional justice has a moderating effect on procedural justice, whereas procedural justice does not significantly moderate distributive justice.

First, based on justice theory, social comparison theory and referent cognitions theory, we focus on the influence of the treatment received by other consumers on the consumer's perceived justice in the same service recovery situation. Second, it is proposed that the three justice dimensions follow a defined sequence through the service recovery phases. Third, to the best of the authors' knowledge, this study is the first to propose a multistage model in which some justice dimensions influence other justice dimensions.

: 本研究擬探討在服務補救的處境裡, 消費者對公平的看法不但會受公司的行動所影響, 同時也會因他們與其他消費者的經驗作比較而有所改變。

: 本研究根據正義理論、社會比較理論和參照認知理論, 描述一個涵蓋八個處境的實驗, 實驗包含更好的或更差的互動的、程序上的和分配性的公平 (給予其他消費者更好的/更差的互動公平) × 2(給予其他消費者更好的/更差的程序上的公平) × 2 (給予其他消費者更好的/更差的分配性的公平)。

: 研究結果顯示, 消費者對互動的、程序上的和分配性公平的看法, 是會根據他們與其他消費者的體驗所作的比較而有所改變; 研究結果亦確認了互動的公平對程序上的公平會有調節作用, 而程序上的公平對分配性的公平則沒有顯著的調節作用。

: 首先, 我們根據正義理論、社會比較理論和參照認知理論, 把研究焦點放在於相同的服務補救情景中, 其他消費者受到的待遇, 如何影響消費者自身的認知公平; 另外, 我們建議, 這三個公平維度, 在各個服務補救階段裡, 均會跟隨一個清晰的次序。最後, 就研究人員所知, 本研究為首個提出一個公平維度互為影響的多階段模型的研究。

This paper aims at exploring the relations amongst the concepts of customer relationship management (CRM), convenience, trust, perceived service quality, satisfaction, perceived value, loyalty, image and purchase intention in the hotel sector.

The research was conducted using interviews with hospitality managers and guests who had a direct connection with the hotel industry. According to the qualitative study results and literature review, the authors designed a model that was examined via structural equation modelling and fuzzy set qualitative comparative analysis.

This paper presents a conceptual framework that enhances existing research in the field of study, as it was implemented to measure the antecedent and consequences of perceived service quality. Based on the results from New York and London, the authors found that CRM and convenience have significant impact on perceived service quality. Interestingly, the aggregated data illustrate the negative relationship between image, loyalty and purchase intention.

The approach used by this study is partially in line with previous theoretical analyses and shows appealing patterns in international service quality perception. Besides, the paper adds insights into the realm, linking together different dimensions in order to reach an in-depth understanding and complex analysis of each item that affects and is affected by perceived service quality in the hotel industry.

Online shoppers make product purchase decisions based on product information shown on a retailer's website and potentially in comparison to that seen on competitors' websites. Insufficient, poor quality or missing information about a product can lead to reduced retailer sales. Measuring online product information quality (PIQ) is therefore an essential element in helping retailers maximize their potential success. This paper aims (1) to identify directly quantifiable PIQ criteria, (2) to assess the effects of PIQ and (3) to evaluate the moderating effect of product involvement.

The authors conducted a scenario-based experiment within 3,544 do-it-yourself (DIY) online shoppers from the United Kingdom (UK). Within an 8 × 2 × 2 between-subjects design, the authors manipulated the factors PIQ criteria (8), PIQ level (2) and product type (2).

The findings support that poor PIQ has a negative impact on consumers online shopping outcomes. The authors also found that the effects of PIQ differ between the various criteria, the product category and the level of consumer involvement in the selling process. In the context of product depiction, title readability and product attribute comparability with other retailers' websites a high level of PIQ is required. Moreover, high involvement products need a higher level of PIQ than low involvement products.

This research expands website quality and service failure literature by introducing PIQ criteria and its effects in the context of online retailing. The authors also establish actionable managerial recommendations to assist retailers to embrace and utilize PIQ to better understand their own potential website and thus business improvements.