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Electronic Commerce Research

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03-04-2018

Measuring e-service quality and its importance to customer satisfaction and loyalty: an empirical study in a telecom setting

Authors: Ronggang Zhou, Xiaorui Wang, Yuhan Shi, Renqian Zhang, Leyuan Zhang, Haiyan Guo

Published in: Electronic Commerce Research | Issue 3/2019

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Abstract

The important influence of e-service quality (e-SQ) on customer satisfaction and loyalty has been demonstrated in many contexts, but has not been examined in telecom settings yet. The current study aimed to construct a measurement scale for e-SQ in telecom settings, as well as to investigate the relationship between e-SQ, customer satisfaction, and customer loyalty. In this study, we analyzed self-reports from 9249 respondents (74.55% were male) between the ages of 19 and 45. A scale consisting of five user experinece dimensions (functional completeness, performance, interface and interaction quality, content and information, support or service) was developed to measure e-SQ in the telecom industry. The scale was proven reliable and valid. The analysis confirmed a positive relationship between e-SQ, customer satisfaction and loyalty. In addition, e-SQ was found to be a core predictor of customer satisfaction and customer loyalty. Moreover, customer satisfaction emerged as the strongest predictor of customer loyalty.

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Title: Measuring e-service quality and its importance to customer satisfaction and loyalty: an empirical study in a telecom setting
Authors: Ronggang Zhou
Xiaorui Wang
Yuhan Shi
Renqian Zhang
Leyuan Zhang
Haiyan Guo
Publication date: 03-04-2018
Publisher: Springer US
Published in: Electronic Commerce Research / Issue 3/2019
Print ISSN: 1389-5753
Electronic ISSN: 1572-9362
DOI: https://doi.org/10.1007/s10660-018-9301-3

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