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The Impact of E-Service Quality on Customer Satisfaction in Malaysia
15 references·2 citing·52 second hop
The Impact of E-Service Quality on Customer Satisfaction in Malaysia (2020)The Impact of E-Service Quality on Custom…Post-purchase shipping and customer service experiences in online shopping and their impact on customer satisfaction (2018)Post-purchase shipping and cu…Assessing customer satisfaction and loyalty in the retail sector (2017)Assessing customer satisfacti…Design: Selection of Data Collection Methods (2016)Design: Selection of Data Col…Service Quality Measurements: A Review (2015)Service Quality Measurements:…Examining the Key Factors Affecting e-Service Quality of Small Online Apparel Businesses in Malaysia (2015)Examining the Key Factors Aff…General E-S-QUAL Scales Applied To Websites Satisfaction and Loyalty Model (2014)General E-S-QUAL Scales Appli…Using E‐S‐QUAL to measure internet service quality of e‐commerce web sites in Greece (2012)Using E‐S‐QUAL to measure int…Measuring Internet retail service quality using E-S-QUAL (2011)Measuring Internet retail ser…Effects of online store attributes on customer satisfaction and repurchase intentions (2010)Effects of online store attri…Value‐driven Internet shopping: The mental accounting theory perspective (2009)Value‐driven Internet shoppin…Managing customer loyalty through the mediating role of satisfaction in the DIY retail loyalty program (2009)Managing customer loyalty thr…A Psychometric Assessment of E-S-Qual: A Scale to Measure Electronic Service Quality (2007)A Psychometric Assessment of …eTailQ: dimensionalizing, measuring and predicting etail quality (2003)eTailQ: dimensionalizing, mea…Key dimensions of business-to-consumer web sites (2002)Key dimensions of business-to…WebQual: An Exploration of Web-Site Quality. (2000)WebQual: An Exploration of We…Understanding user behaviors toward food delivery app services: the moderating effects of generation and usage frequency (2025)Understanding user behaviors …Post COVID-19 online shopping in South Africa: A mediation analysis of customer satisfaction on e-service quality and purchase intention (2023)Post COVID-19 online shopping…Prospect Theory: An Analysis of Decision under Risk (1979)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Factors influencing Internet shopping value and customer repurchase intention (2012)What Motivates People to Purchase Digital Items on Virtual Community Websites? The Desire for Online Self-Presentation (2012)The impact of “e-atmospherics” on physical stores (2014)The House of Quality (1988)Delivering quality service: balancing customer perceptions and expectations (1990)Information Systems Success: The Quest for the Dependent Variable (1992)An Evaluation of Cyber-Bookshops: The WebQual Method (2001)Online service attributes available on apparel retail web sites: an E‐S‐QUAL approach (2006)An examination of the effects of service quality and satisfaction on customers' behavioral intentions in e‐shopping (2010)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Measuring Service Quality: A Reexamination and Extension (1992)Customer satisfaction and its measurement in Islamic banking sector: a revisit and update (2018)A scale to measure sustainable campus services in higher education: “Sustainable Service Quality” (2019)What drives experiential loyalty towards the banks? The case of Islamic banks in Indonesia (2019)On the Evaluation of Structural Equation Models (1988)Customer perceptions of e‐service quality in online shopping (2005)Consumer e-shopping acceptance: Antecedents in a technology acceptance model (2008)From e-commerce to social commerce: A close look at design features (2012)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Customer loyalty in e-commerce: an exploration of its antecedents and consequences (2002)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Emergence of online shopping in India: shopping orientation segments (2012)The role of social media in enhancing guanxi and perceived effectiveness of E-commerce institutional mechanisms in online marketplace (2018)A model of online food delivery service quality, customer satisfaction and customer loyalty: a combination of PLS-SEM and NCA approaches (2022)Consumer Reactions to Electronic Shopping on the World Wide Web (1996)Interactive Home Shopping: Consumer, Retailer, and Manufacturer Incentives to Participate in Electronic Marketplaces (1997)Consumer Decision Making in Online Shopping Environments: The Effects of Interactive Decision Aids (2000)The development of initial trust in an online company by new customers (2003)Trust and Satisfaction, Two Stepping Stones for Successful E-Commerce Relationships: A Longitudinal Exploration (2008)Information Privacy Research: an Interdisciplinary Review1 (2011)Using focus groups in medical education research: AMEE Guide No. 91 (2014)Choosing a Qualitative Research Approach (2015)Qualitative Research Methods in Medical Education (2019)The influence of Internet banking services quality on e-customers’ satisfaction of Saudi banks: comparison study before and during COVID-19 (2021)Discovering Success Factors in the Pioneering Stage of a Digital Startup (2023)Structural Equation Modeling and Regression: Guidelines for Research Practice (2000)A Practical Guide To Factorial Validity Using PLS-Graph: Tutorial And Annotated Example (2005)E-commerce brand (2019)Electronic logistics service quality and repurchase intention in e-tailing: Catalytic role of shopping satisfaction, payment options, gender and returning experience (2020)Service Quality and Customer Satisfaction in the Post Pandemic World: A Study of Saudi Auto Care Industry (2022)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Satisfaction: a behavioral perspective on the consumer (2010)Determinants of online booking loyalties for the purchasing of airline tickets (2012)E-Service Quality and E-Recovery Service Quality: Effects on Value Perceptions and Loyalty Intentions (2016)Customer satisfaction, loyalty and financial performance (2013)Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty – A case study of home appliances business (2016)Factors influencing word of mouth behaviour in the restaurant industry (2017)
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References

  • 2003eTailQ: dimensionalizing, measuring and predicting etail quality2,295 cited
  • 2002Key dimensions of business-to-consumer web sites1,118 cited
  • 2009Value‐driven Internet shopping: The mental accounting theory perspective278 cited
  • 2000WebQual: An Exploration of Web-Site Quality.269 cited
  • 2009Managing customer loyalty through the mediating role of satisfaction in the DIY retail loyalty program215 cited
  • 2018Post-purchase shipping and customer service experiences in online shopping and their impact on customer satisfaction215 cited
  • 2010Effects of online store attributes on customer satisfaction and repurchase intentions173 cited
  • 2016Design: Selection of Data Collection Methods139 cited
  • 2015Service Quality Measurements: A Review134 cited
  • 2007A Psychometric Assessment of E-S-Qual: A Scale to Measure Electronic Service Quality131 cited
  • 2012Using E‐S‐QUAL to measure internet service quality of e‐commerce web sites in Greece107 cited
  • 2011Measuring Internet retail service quality using E-S-QUAL74 cited
  • 2017Assessing customer satisfaction and loyalty in the retail sector51 cited
  • 2014General E-S-QUAL Scales Applied To Websites Satisfaction and Loyalty Model46 cited
  • 2015

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Examining the Key Factors Affecting e-Service Quality of Small Online Apparel Businesses in Malaysia
37 cited

Cited by

  • 2025Understanding user behaviors toward food delivery app services: the moderating effects of generation and usage frequency19 cited
  • 2023Post COVID-19 online shopping in South Africa: A mediation analysis of customer satisfaction on e-service quality and purchase intention18 cited