KnE Social Sciences

ISSN: 2518-668X

The latest conference proceedings on humanities, arts and social sciences.

Analysis of the Effect of E-Recovery Service Quality and E-Service Quality on E-Customer Satisfaction and E-Customer Royalty

Published date: Apr 05 2024

Journal Title: KnE Social Sciences

Issue title: Brawijaya International Conference on Business Administration, Taxation, and Tourism (BICBATT 2023)

Pages: 488–496

DOI: 10.18502/kss.v9i11.15837

Authors:

Erika Putri Indrawatierikapuin@student.ub.ac.idBusiness Administration of Science, Brawijaya University, Indonesia

Edy YuliantoBusiness Administration of Science, Brawijaya University, Indonesia

Yusri AbdillahBusiness Administration of Science, Brawijaya University, Indonesia

Abstract:

The impact of today’s electronic commerce has changed people’s mindset in ordering, buying, and paying for products in an easier and more affordable form. To find a high sense of satisfaction and loyalty from customers to continue using e-commerce as a personal or profitable group service and its performance is getting faster and easier and has a loyal customer base, indirectly contributing to e-commerce companies. This study uses a literature review to later be able to provide a lot of analysis from previous studies. The first step in gathering secondary data is to conduct a literature study, which includes reading, making notes, and processing information found in the literature search results. The characteristics that are related to each other are derived from prior research on customer satisfaction and loyalty in the e-commerce industry, specifically: 1. E-Service Quality (X1), 2. E-Recovery Service Quality (X2), 3. E-Customer Satisfaction (Y1), 4. E-Customer Loyalty (Y2). With the increase in internet users, the shift in people’s purchasing culture from offline to online has increased in business opportunities in the e-commerce sector. Constant innovation by retail companies and the competition among traders is seen to be growing.

Keywords: e-service quality, e-recovery service quality, e-customer royalty, e-customer satisfaction

References:

[1] Miller JA, Parasuraman A, Zeithaml VA. Service quality delivery and its impact on customer satisfaction in the banking sector. Int J Bank Mark. 2000;18(4):161-171.

[2] Castells M. Informationalism, networks, and the network society: A theoretical blueprint. In: The network society: A cross-cultural perspective. Edward Elgar Publishing Limited; 2004. p. 3.

[3] Boote DN, Beile P. Scholars before researchers: On the Centrality of the dissertation literature review in research preparation. Educ Res. 2005;34:3-15. https://doi.org/10.3102/0013189X034006003

[4] Lee G-G, Lin H-F. Customer perceptions of E-Service quality in online shopping. Int J Retail Distrib Manag Online Inf Revision Internet Res. 2005:161–177. Doi: 10.1108/09590550510581485.

[5] Cristobal E, Flavian C, Guinaliu M. Perceived service quality (PeSQ) measurement validation and effects on customer satisfaction and website loyalty. Manag Serv Qual. 2007;17(3):317-340.

[6] Marimon F, Petnji Yaya LH, Casadesus Fa M. Impact of e-Quality and service recovery on loyalty: A study of e-banking in Spain. Total Qual Manag Bus Excell. 2012;23(7- 8):769-787.

[7] Chen S-C, Lin C-P. The impact of customer experience and perceived value on the sustainable social relationship in blogs: An empirical study. Technol Forecast Soc Change. 2015.

[8] Yoo B, Donthu N, Lee S. An examination of selected marketing mix elements and brand equity. J Acad Mark Sci. 2000;28(2):195-212.

[9] Zeithaml VA, Parasuraman A, Malhotra A. Service quality delivery through web sites: a critical review of extant knowledge. J Acad Mark Sci. 2002;30(4):362-375.

[10] Anderson N. Applicant and recruiter reactions to new technology in selection: A critical review and agenda for future research. Int J Sel Assess. 2003;11(2-3):121-136.

Download
HTML
Cite
Share
statistics

171 Abstract Views

192 PDF Downloads