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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...

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...

Relationship between e-service quality dimensions and online banking customer satisfaction

Publication Type: Academic Journal

Source(s): Banks and Bank Systems, Vol 18, Iss 1, Pp 174-183 (2023)

Abstract: Recently, the demand for internet banking has been gradually increasing the number of online banking customers, where the banking clients or customers do not need to visit a bank branch for their transactions. The principal focus of this inquiry is to ...

Pengaruh E-Service Quality dan E-Trust Terhadap E-Customer Loyalty Pada Pengguna Dompet Digital DANA Melalui E-Satisfaction Sebagai Variabel Intervening

Publication Type: Academic Journal

Source(s): Jurnal Sisfokom, Vol 12, Iss 1, Pp 36-44 (2023)

Abstract: Penelitian ini bertujuan untuk menganalisis dan membuktikan pengaruh e-service quality dan e-trust terhadap e-customer loyalty melalui e-satisfaction sebagai variabel intervening pada pengguna dompet digital DANA. Penelitian ini berfokus pada DANA seba...

Decision-making model for the effective e-services adoption in the Indian educational organizations

Publication Type: Academic Journal

Source(s): Decision Science Letters, Vol 12, Iss 2, Pp 211-224 (2023)

Abstract: Due to the advances in wireless network environments, consumers/end-user behaviors continue to expand in cyberspace. Similarly, university students (i.e. universities’ consumers) can easily shift from one university to another. In recent years, decisio...

Repurchase intention of e-commerce customers in Indonesia: An overview of the effect of e-service quality, e-word of mouth, customer trust, and customer satisfaction mediation

Publication Type: Academic Journal

Source(s): International Journal of Data and Network Science, Vol 7, Iss 1, Pp 329-340 (2023)

Abstract: The rapid development of e-commerce in Indonesia makes the competition in this business increasingly fierce. This study aims to determine and analyze the effect of e-service quality, e-word of mouth (e-WOM), customer trust on customer satisfaction on e...


Publication Type: Academic Journal

Source(s): Journal of Public Administration, Finance and Law, Vol 11, Iss 26, Pp 279-297 (2022)


Abstract: This study sought to investigate educational e-services and student satisfaction in Nigerian universities using the University of Abuja as case study. The study’s objectives were to identify the implementation of educational e-services; impact of e-ser...


Publication Type: Academic Journal

Source(s): Russian Journal of Agricultural and Socio-Economic Sciences, Vol 132, Iss 12, Pp 73-80 (2022)

Abstract: This study is to examine and analyze empirically the effect of E-Service Quality, Word Of Mouth and Corporate Image on Customer Decisions in Using Mobile Banking at Bank Syariah Indonesia Kendari Branch. This research is an explanatory research that ai...

E-Service Quality Assessment According to Hierarchical Service Quality Models

Publication Type: Academic Journal

Source(s): Management Systems in Production Engineering, Vol 30, Iss 4, Pp 311-318 (2022)


Abstract: E-commerce is becoming more and more popular. The COVID-19 pandemic made its development even faster. Currently, an enterprise that does not provide its services via the Internet is suffering heavy losses. Online shopping is largely different from trad...

E-services in municipal offices during the Covid-19 pandemic

Publication Type: Academic Journal

Source(s): Journal of Modern Science, Vol 49, Iss 2, Pp 621-637 (2022)

Abstract: Objectives The Covid-19 pandemic and the social and economic crisis it caused made it necessary for local government units to quickly adapt to functioning in the new reality. Local governments were forced to take steps to reorganize their operations, a...