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Exploring The Relationship among E-Service Quality, E-Trust, E-Satisfaction and Loyalty at Higher Education Institutions

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Czech University of Life Sciences Prague, 2019.
2019
We examine the effect of e-service quality through E-S-QUAL dimensions of efficiency, fulfilment, system availability, and privacy on e-trust, e-satisfaction and loyalty of students from public and private universities in Jakarta, Indonesia. A total of 304 undergraduates was employed as respondents, and the hypotheses were tested using Structural Equation Modelling (SEM). The findings revealed that efficiency and fulfilment significantly affect e-satisfaction, while fulfilment and privacy significantly affect e-trust. Fulfilment has the most substantial effect on e-satisfaction and e-trust that supports prior studies. Moreover, the relationships between e-trust, e-satisfaction, and loyalty are confirmed. Theoretical and managerial implications are presented.
electronic resource
2336-2375
1803-1617
https://doaj.org/toc/2336-2375; https://doaj.org/toc/1803-1617
10.7160/eriesj.2019.120401
edsdoj.689f949e5a4683840238dc1a4599b6

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