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The Effect of E-CRM Implementation and E-Service Quality on Corporate Image and Customer Satisfaction and Its Impact on Customer Loyalty
Publication Type: Academic Journal
Source(s): Profit: Jurnal Administrasi Bisnis, Vol 17, Iss 2, Pp 167-179 (2023)
Abstract: The purpose of this study is to explain and analyze the effect of e-CRM and e-service quality on corporate image and customer satisfaction and their impact on customer loyalty. Competition in the business world to get maximum profit every company is al...
Impact of e-service quality on e-loyalty of online banking customers in Pakistan during the Covid-19 pandemic: mediating role of e-satisfaction
Publication Type: Academic Journal
Source(s): Future Business Journal, Vol 9, Iss 1, Pp 1-12 (2023)
Abstract: Abstract This study explores the mediating role of e-satisfaction during the pandemic on the relationship between e-service quality and e-loyalty of banking customers in Pakistan. The data were collected from 442 customers of online banking services in...
The Impact of E-service Quality on E-loyalty and Revisit Intention through the Mediating Role of E-satisfaction and E-trust
Publication Type: Academic Journal
Source(s): African Journal of Hospitality, Tourism and Leisure, Vol 12, Iss 2, Pp 555-573 (2023)
Abstract: Business providers are always concerned about maintaining and increasing customer satisfaction and trust because they are crucial for positive word of mouth, revisit intentions, and loyalty, which are necessary for long-term success in today's customer...
Gaining User Satisfaction of KAI-Access: E‐Service Quality Dimensions as Antecedent Through E‐Trust
Publication Type: Academic Journal
Source(s): APMBA (Asia Pacific Management and Business Application), Vol 11, Iss 3, Pp 363-378 (2023)
Abstract: BUMN (Indonesian State Owned Company) companies participating in the development of the digital industry are PT. KAI (Indonesian Railways Companies). In 2014, PT. KAI launched an official mobile application to make it easier for users to find informati...
Implementation of e-service quality by front office department in increasing guest satisfaction at Movenpick Resort & Spa Jimbaran Bali
Publication Type: Academic Journal
Source(s): Journal of Applied Sciences in Travel and Hospitality, Vol 5, Iss 2, Pp 88-97 (2022)
Abstract: This study was conducted to determine the implementation of e-service quality by the front office department to guest satisfaction and to determine the percentage of guest satisfaction with e-service quality by the front office department at Mevenpick ...
The Effect of E-Service Quality and E-Trust on Customer Loyalty and Mediating Customer Satisfaction of Internet Banking Users
Publication Type: Academic Journal
Source(s): Jurnal Manajemen Dan Kewirausahaan, Vol 10, Iss 1, Pp 24-34 (2022)
Abstract: These points of research to analyze the effect of e-service quality and e-trust on customer satisfaction and loyalty of internet banking users. The population in this research was Bank of Kaltimtara customers who had used internet banking services. The...
Enhancing Patronage Intention on Online Fashion Industry in Indonesia: The Role of Value Co-Creation, Brand Image, and E-Service Quality
Publication Type: Academic Journal
Source(s): Cogent Business & Management, Vol 9, Iss 1 (2022)
Abstract: Value co-creation has become an essential strategy in business that encourages customer involvement in creating products that meet customer demands and have superior value. Brand image and e-service quality are still important factors that influence cu...
Do E-Service Quality and Customer Satisfaction Affect Loyalty in E-Retailing? Evidence from Ghanaian Online Consumers
Publication Type: Academic Journal
Source(s): TIJAB (The International Journal of Applied Business), Vol 6, Iss 1, Pp 17-34 (2022)
Abstract: This present research investigates the role of e-service quality and customer satisfaction in loyalty creation among Ghanaian online consumers. 403 sample data were collected from Ghanaian consumers who shop on an online shopping platform. The findings...
PENGARUH E-SERVICE QUALITY, KESADARAN MEREK, KEPERCAYAAN, WORD OF MOUTH, DAN KEPUASAN TERHADAP LOYALITAS PELANGGAN
Publication Type: Academic Journal
Source(s): Jurnal Ilmiah Bisnis dan Ekonomi Asia, Vol 16, Iss 2 (2022)
Abstract: This study aims to analyze e-service quality, brand awareness, trust, word of mouth, and satisfaction with customer loyalty at TikTok shops (study on TikTok shop customers). Data were collected through a survey with 151 respondents. The study used prim...
Improving Satisfaction and Loyalty of Online Shop Customer Based on E-Commerce Innovation and E-Service Quality
Publication Type: Academic Journal
Source(s): Gadjah Mada International Journal of Business, Vol 24, Iss 1, Pp 56-81 (2022)
Abstract: The purpose of this study is to develop new knowledge related to innovation in e-commerce, which we call e-commerce innovation, and how its impact on customer satisfaction and loyalty, together with e-service quality, in the context of an online shop i...