Re-visiting the E-SERVQUAL and Expectancy Disconfirmation Theory in the Context of the Service Industry in Malaysia
Abstract
The SERVQUAL model has been used for several years to illustrate the relationships between tangible, assurance, reliability, responsiveness, empathy, and customer satisfaction. This paper posits that the SERVQUAL model requires an extension to better explain the relationships between the factors that influence customer satisfaction. The main difference is that the revised SERVQUAL includes the dimensions that apply to the online service industry or e-commerce, thus the proposed e-SERVQUAL comprises fulfillment, efficiency, privacy, and system availability. In this paper, e-SERVQUAL pinpointed two underpinning theories which are e-SERVQUAL and Expectancy Disconfirmation Theory (EDT). This study delves into the foundation, expansion, and evolvement of both theories particularly in the online food delivery service industry in Malaysia. The main objective of this paper is to present the reviews of the literature on e-SERVQUAL and Expectancy Disconfirmation Theory on the relationship between the elements that influence e-customer satisfaction. The study contributes to developing and improving the model that defines service quality in a digital service context. Correspondingly, it emphasizes the robustness of the theories and further enriches the academic literature.
Downloads
References
Akin, M. (2017). A Research on Measuring E-Service Quality in E-Retailing R M B R A Research on Measuring E-Service Quality in E-Retailing. International Review of Management and Business Research, 6(1). https://www.researchgate.net/publication/322643743
Anderson, R. E., & Srinivasan, S. S. (2003). E-Satisfaction and E-Loyalty: A Contingency Framework. Psychology and Marketing, 20(2), 123–138. https://doi.org/10.1002/mar.10063 DOI: https://doi.org/10.1002/mar.10063
Andrew, J. V., Nabila, S., Ambad, A., & Tan, K. E. (2019). A Model of Factors Influencing Consumers’ Intention to Use e-Wallet System in Malaysia: A Systematic Review. In MJBE, 6(2). DOI: https://doi.org/10.51200/mjbe.v0i0.2172
Apuke, O. D. (2017). Quantitative Research Methods: A Synopsis Approach. Kuwait Chapter of Arabian Journal of Business and Management Review, 6(11), 40–47. https://doi.org/10.12816/0040336 DOI: https://doi.org/10.12816/0040336
Arslan, S., Atal?k, Ö. (2016). E-loyalty on Social Media Sites and Research on the Airlines in Turkey, Academic Review of Economics & Administrative Sciences, 9(2). DOI: https://doi.org/10.17261/Pressacademia.2015312955
Ashiq, R., & Hussain, A. (2023). Exploring the effects of e-service quality and e-trust on consumers’ e-satisfaction and e-loyalty: insights from online shoppers in Pakistan. Journal of Electronic Business & Digital Economics. https://doi.org/10.1108/jebde-09-2023-0019 DOI: https://doi.org/10.1108/JEBDE-09-2023-0019
Ataburo, H., Muntaka, A. S., & Quansah, E. K. (2017). Linkages among E-Service Quality, Satisfaction, and Usage of E-Services within Higher Educational Environments. International Journal of Business and Social Research, 7(3). https://doi.org/10.18533/ijbsr.v7i3.1040 DOI: https://doi.org/10.18533/ijbsr.v7i3.1040
Badran, O. N., Al-Haddad, S. I., Badran, O., & Al-Haddad, S. (2018). The impact of software user experience on customer satisfaction. In Journal of Management Information and Decision Sciences, 21(1). https://www.researchgate.net/publication/329018487
Bargas-Avila, J. A., & Hornbæk, K. (2011). Old wine in new bottles or novel challenges? A critical analysis of empirical studies of User Experience. Conference on Human Factors in Computing Systems - Proceedings, 2689–2698. https://doi.org/10.1145/1978942.1979336 DOI: https://doi.org/10.1145/1978942.1979336
Barnes, S. J., Barnes, S., & Vidgen, R. (2000). WebQual: An Exploration of Web-Site Quality. WebQual: An Exploration of Web-site Quality. https://www.researchgate.net/publication/221408366
Bauer, H. H., Falk, T., & Hammerschmidt, M. (2006). eTransQual: A transaction process-based approach for capturing service quality in online shopping. Journal of Business Research, 59(7), 866–875. https://doi.org/10.1016/j.jbusres.2006.01.021 DOI: https://doi.org/10.1016/j.jbusres.2006.01.021
Blut, M. (2016). E-Service Quality: Development of a Hierarchical Model. Journal of Retailing, 92(4), 500–517. https://doi.org/10.1016/j.jretai.2016.09.002 DOI: https://doi.org/10.1016/j.jretai.2016.09.002
Bozbay, Z., Yaman, Y., & Özkan, E. (2016). The Role of Service Quality on Customer Satisfaction in Internet Retailing: A Comparative Study of Apparel and Book Industries. Journal of Transportation and Logistics, 1(1), 19–19. https://doi.org/10.22532/jtl.237885 DOI: https://doi.org/10.22532/jtl.237885
Camilleri, M. A. (2022). E-commerce websites, consumer order fulfillment, and after-sales service satisfaction: the customer is always right, even after the shopping cart check-out. Journal of Strategy and Management, 15(3), 377–396. https://doi.org/10.1108/jsma-02-2021-0045 DOI: https://doi.org/10.1108/JSMA-02-2021-0045
Cao, Y., Ajjan, H., & Hong, P. (2018). Post-purchase shipping and customer service experiences in online shopping and their impact on customer satisfaction: An empirical study with comparison. Asia Pacific Journal of Marketing and Logistics, 30(2), 400–416. https://doi.org/10.1108/APJML-04-2017-0071 DOI: https://doi.org/10.1108/APJML-04-2017-0071
Çelik, K. (2021). The effect of e-service quality and after-sales e-service quality on e-satisfaction. Business & Management Studies: An International Journal, 9(3), 1137–1155. https://doi.org/10.15295/bmij.v9i3.1898 DOI: https://doi.org/10.15295/bmij.v9i3.1898
Chang, M. K., Cheung, W., & Lai, V. S. (2005). Literature-derived reference models for the adoption of online shopping. Information & Management, 42(4), 543–559. https://doi.org/10.1016/j.im.2004.02.006 DOI: https://doi.org/10.1016/S0378-7206(04)00051-5
Cheng, C. C., Chang, Y. Y., & Chen, C. T. (2021). Construction of a service quality scale for the online food delivery industry. International Journal of Hospitality Management, 95. https://doi.org/10.1016/j.ijhm.2021.102938 DOI: https://doi.org/10.1016/j.ijhm.2021.102938
Chen, Y. H., Hsu, I. C., & Lin, C. C. (2010). Website attributes that increase consumer purchase intention: A conjoint analysis. Journal of Business Research, 63(9–10), 1007–1014. https://doi.org/10.1016/j.jbusres.2009.01.023 DOI: https://doi.org/10.1016/j.jbusres.2009.01.023
Chepukaka, Z.K. and Kirugi, F.K. (2019). Service quality and customer satisfaction at Kenya national archives and documentation service, Nairobi county: servqual model revisited, International Journal on Customer Relations, 7(1).
Chopdar, P. K., Korfiatis, N., Sivakumar, V. J., & Lytras, M. D. (2018). Mobile shopping apps adoption and perceived risks: A cross-country perspective utilizing the Unified Theory of Acceptance and Use of Technology. Computers in Human Behavior, 86, 109–128. https://doi.org/10.1016/j.chb.2018.04.017 DOI: https://doi.org/10.1016/j.chb.2018.04.017
Cook, C., & Thompson, B. (2000). Reliability and Validity of SERVQUAL Scores Used to Evaluate Perceptions of Library Service Quality. http://acs.tamu.edu/bbt6147. DOI: https://doi.org/10.1016/S0099-1333(00)00114-2
Cristobal, E., Flavian, C. and Guinaliu, M. (2007). Perceived e-service quality (PeSQ), Managing Service Quality: International Journal, 17(3), 317-340. DOI: https://doi.org/10.1108/09604520710744326
Cronbach, L. J. (1951). Coefficient alpha and the internal structure of tests. In Psychometrika, 16(3). DOI: https://doi.org/10.1007/BF02310555
Dalbehera, S. (2020). Measuring service quality in digital library services by the research scholars of SOA University of Odisha using ES-QUAL model, in International Perspectives on Improving Student Engagement: Advances in Library Practices in Higher Education, Emerald Publishing. DOI: https://doi.org/10.1108/S2055-364120200000026007
De Vos, J. M., Joppa, L. N., Gittleman, J. L., Stephens, P. R., & Pimm, S. L. (2015). Estimating the normal background rate of species extinction. Conservation Biology, 29(2), 452–462. https://doi.org/10.1111/cobi.12380 DOI: https://doi.org/10.1111/cobi.12380
Della Prisanti, M. (2017). Pengaruh E-Service Quality Dan E-Trus Terhadap E-Customer Satisfaction Serta Implikasinya Terhadap Ecustomer Loyalty. Journal of Business Studies, 2(1), 19-38.
Ding, D. X., Hu, P. J. H., & Sheng, O. R. L. (2011). E-SELFQUAL: A scale for measuring online self-service quality. Journal of Business Research, 64(5), 508–515. https://doi.org/10.1016/j.jbusres.2010.04.007 DOI: https://doi.org/10.1016/j.jbusres.2010.04.007
Do?an, H., Burucuo?lu, M. (2018). Consumers’ Perceived Service Quality of and Intention to Re-Use Mobile Banking: An Empirical Study, Journal of Management Economics and Business, 14(4), 1183- 1198.
Dominique Winter and Jörg Thomaschewski. (2015). Faktoren der User Experience. Systematische Übersicht über produktrelevante UX-Qualitätsaspekte. In Mensch und Computer 2015 – Usability Professionals (pp. 33–41). De Gruyter. https://doi.org/10.1515/9783110443882-005 DOI: https://doi.org/10.1515/9783110443882-005
Durmu?, B., Erdem, Y. C., Özçam, D. S., Akgün, S. (2015). A New E-Trade Model in Turkish Clothing Sector: Elektronic Retailing Offer, Journal of Marmara University, 11(44), 17-32. DOI: https://doi.org/10.14783/od.v11i44.5000080002
Durukal, E., Okursoy, A., Arma?an, E. (2019). An Analysis of The Effect of Electronic Customer Management Applied in Airline Companies on e-Loyalty by Structural Equation Modelling, Journal of Current Researches on Business and Economics, 9 (1), 61-84.
EC insider. (2018, February 1). The food delivery battle has just begun in Malaysia. ecInsider.https://www.ecinsider.my/2018/02/food-delivery-companies-malaysia.html
Elsharnouby, T. H., & Mahrous, A. A. (2015). Customer participation in online co-creation experience: the role of e-service quality. Journal of Research in Interactive Marketing, 9(4), 313–336. DOI: https://doi.org/10.1108/JRIM-06-2014-0038
Erçeti?n, C., Ar?kan, E. (2020). E-Service Quality, E-Satisfaction, E-Stickiness, and E-Loyalty Behaviors: A Study on E-Retail Shopping Sites, Dokuz Eylul University Faculty of Business Journal, 21 (1), 67- 93. DOI: https://doi.org/10.24889/ifede.563879
Faiz, E. (2018). The Effect of Service Quality of Online Travel Shopping on the E-Satisfaction and E-Loyalty, Electronic Journal of Social Sciences, 17(68).
Farooq, M. S., Salam, M., Fayolle, A., Jaafar, N., & Ayupp, K. (2018). Impact of service quality on customer satisfaction in Malaysia Airlines: A PLS-SEM approach. Journal of Air Transport Management, 67, 169–180. https://doi.org/10.1016/j.jairtraman.2017.12.008 DOI: https://doi.org/10.1016/j.jairtraman.2017.12.008
Fasihah, W. N., Jasni, W., Raziff, M., Mohd, J., & Hanafiah, H. (2020). Online travel agencies (OTAs) e-service quality, brand image, customer satisfaction, and loyalty. In Journal of Tourism, Hospitality & Culinary Arts (JTHCA), 12(2).
Fuentes-Blasco, M., Moliner-Velázquez, B., Servera-Francés, D., & Gil-Saura, I. (2017). Role of marketing and technological innovation on store equity, satisfaction and word-of-mouth in retailing. Journal of Product and Brand Management, 26(6), 650–666. https://doi.org/10.1108/JPBM-07-2016-1279 DOI: https://doi.org/10.1108/JPBM-07-2016-1279
Giannakos, M. N., & Vlamos, P. (2013). Educational webcasts’ acceptance: Empirical examination and the role of experience. British Journal of Educational Technology, 44(1), 125–143. https://doi.org/10.1111/j.1467-8535.2011.01279.x DOI: https://doi.org/10.1111/j.1467-8535.2011.01279.x
Giovanis, A. N., & Athanasopoulou, P. (2014). Gaining customer loyalty in the e-tailing marketplace: the role of e-service quality, e-satisfaction and e-trust. In Journal for International Business and Entrepreneurship Development and Journal of Modelling in Management, 9(3). DOI: https://doi.org/10.1504/IJTMKT.2014.063857
Gounaris, S., Dimitriadis, S., & Stathakopoulos, V. (2010). An examination of the effects of service quality and satisfaction on customers’ behavioral intentions in e-shopping. Journal of Services Marketing, 24(2), 142–156. https://doi.org/10.1108/08876041011031118 DOI: https://doi.org/10.1108/08876041011031118
Güllülü, U., Uçan, Ö., F., Karabulut, T. (2016). The Measurement of The Service Quality of The Web Sites Selling Book, and The Service Quality’s Effect on Perceived Value and Loyalty Intention Thereby Using Esqual; A Research on The Academicians of Erzincan University, Journal of Economics and Administrative Sciences, 30(1), 121-141.
Guo, X., Ling, K. C., & Liu, M. (2012). Evaluating factors influencing consumer satisfaction towards online shopping in China. Asian Social Science, 8(13), 40–49. https://doi.org/10.5539/ass.v8n13p40 DOI: https://doi.org/10.5539/ass.v8n13p40
Hamid, A. B. A., Uzir, M. U. H., & LATIFF, A. S. A. (2019). Does customer satisfaction exist in purchasing and usage of Electronic Home Appliances in Bangladesh through the interaction effects of Social Media? International Journal of Business Excellence, 1(1), 1. https://doi.org/10.1504/ijbex.2019.10024965 DOI: https://doi.org/10.1504/IJBEX.2019.10024965
Hansemark, O. C., & Albinsson, M. (2004). Customer satisfaction and retention: The experiences of individual employees. Managing Service Quality: An International Journal, 14(1), 40–57. https://doi.org/10.1108/09604520410513668 DOI: https://doi.org/10.1108/09604520410513668
Hassenzahl, M. (2008). User experience (UX): Towards an experiential perspective on product quality. ACM International Conference Proceeding Series, 11–15. https://doi.org/10.1145/1512714.1512717 DOI: https://doi.org/10.1145/1512714.1512717
Horn, D., & Salvendy, G. (2006). Consumer-based assessment of product creativity: A review and reappraisal. In Human Factors and Ergonomics in Manufacturing, 16(2), 155–175. https://doi.org/10.1002/hfm.20047 DOI: https://doi.org/10.1002/hfm.20047
Hossain, M.J. (2019). Redefining expectancy disconfirmation theory using LIS SERVQUAL: an integrated framework for evaluating library service quality and user satisfaction, International Information and Library Review, 51(3), 203-216 DOI: https://doi.org/10.1080/10572317.2018.1496316
Jain, R., Aagja, J., & Bagdare, S. (2017). Customer experience – a review and research agenda. In Journal of Service Theory and Practice, 27(3), 642–662). https://doi.org/10.1108/JSTP-03-2015-0064 DOI: https://doi.org/10.1108/JSTP-03-2015-0064
Jaiswal, A., K., Niraj, R., Venugopal, P., (2010). Context-General and Context-Specific Determinants of Online Satisfaction and Loyalty for Commerce and Content Sites, Journal of Interactive Marketing, 24, 222-238. DOI: https://doi.org/10.1016/j.intmar.2010.04.003
Jasin, M., & Firmansyah, A. (2023). The Role of Service Quality and Marketing Mix on Customer Satisfaction and Repurchase Intention of SME Products. Uncertain Supply Chain Management, 11(1) 383-390. DOI: https://doi.org/10.5267/j.uscm.2022.9.004
Joyce, A. S., Ogrodniczuk, J. S., Piper, W. E., & McCallum, M. (2003). The alliance as a mediator of expectancy effects in short-term individual therapy. Journal of Consulting and Clinical Psychology, 71(4), 672–679. https://doi.org/10.1037/0022-006X.71.4.672 DOI: https://doi.org/10.1037/0022-006X.71.4.672
Juwaini, A., Chidir, G., Novitasari, D., Iskandar, J., Hutagalung, D., Pramono, T., Maulana, A., Safitri, K., Fahlevi, M., Sulistyo, A. B., & Purwanto, A. (2022). The role of customer e-trust, customer e-service quality, and customer e-satisfaction on customer e-loyalty. International Journal of Data and Network Science, 6(2), 477–486. https://doi.org/10.5267/j.ijdns.2021.12.006 DOI: https://doi.org/10.5267/j.ijdns.2021.12.006
Kandulapati, S., & Shekhar Bellamkonda, R. (2014). E-service quality: a study of online shoppers in India. American Journal of Business, 29(2), 178–188. https://doi.org/10.1108/ajb-05-2013-0030 DOI: https://doi.org/10.1108/AJB-05-2013-0030
Kang, J. W., & Namkung, Y. (2019). The information quality and source credibility matter in customers’ evaluation of food O2O commerce. International Journal of Hospitality Management, 78, 189–198. https://doi.org/10.1016/j.ijhm.2018.10.011 DOI: https://doi.org/10.1016/j.ijhm.2018.10.011
Kansra, P., & Jha, A. K. (2016). Measuring service quality in Indian hospitals: an analysis of SERVQUAL model. In Int. J. Services and Operations Management, 24(1). DOI: https://doi.org/10.1504/IJSOM.2016.075761
Kaya, B., Behravesh, E., Abubakar, A. M., Kaya, O. S., & Orús, C. (2019). The Moderating Role of Website Familiarity in the Relationships Between e-Service Quality, e-Satisfaction and e-Loyalty. Journal of Internet Commerce, 18(4), 369–394. https://doi.org/10.1080/15332861.2019.1668658 DOI: https://doi.org/10.1080/15332861.2019.1668658
Kesharwani, A., Mani, V., Gaur, J., Wamba, S. F., & Kamble, S. S. (2021). Service Quality Measurement in Information Systems: An Expectation and Desire Disconfirmation Approach. Journal of Global Information Management, 29(6). https://doi.org/10.4018/JGIM.20211101.oa30 DOI: https://doi.org/10.4018/JGIM.20211101.oa30
Kettinger, W. J., & Lee, C. C. (2005). Zones of Tolerance: Alternative Scales for Measuring Information Systems Service Quality V JllCil KXZl ly Research Note Zones of Tolerance: Alternative Scales for measuring information systems Service Quality1. In Source: MIS Quarterly, 29(4). DOI: https://doi.org/10.2307/25148702
Khalifa, M., & Liu, V. (2007). Online consumer retention: Contingent effects of online shopping habit and online shopping experience. European Journal of Information Systems, 16(6), 780–792. https://doi.org/10.1057/palgrave.ejis.3000711 DOI: https://doi.org/10.1057/palgrave.ejis.3000711
Khan, M. A., Zubair, S. S., & Malik, M. (2019). An assessment of e-service quality, e-satisfaction, and e-loyalty: Case of online shopping in Pakistan. South Asian Journal of Business Studies, 8(3), 283–302. https://doi.org/10.1108/SAJBS-01-2019-0016 DOI: https://doi.org/10.1108/SAJBS-01-2019-0016
Khan, S. A., Liang, Y., & Shahzad, S. (2015). An Empirical Study of Perceived Factors Affecting Customer Satisfaction to Re-Purchase Intention in Online Stores in China. Journal of Service Science and Management, 08(03), 291–305. https://doi.org/10.4236/jssm.2015.83032 DOI: https://doi.org/10.4236/jssm.2015.83032
Kim, J. H., & Kim, C. (2010). E-service quality perceptions: A cross-cultural comparison of American and Korean consumers. Journal of Research in Interactive Marketing, 4(3), 257–275. DOI: https://doi.org/10.1108/17505931011070604
Kim, M., Kim, J. H., & Lennon, S. J. (2006). Online service attributes available on apparel retail websites: An E-S-QUAL approach. Managing Service Quality, 16(1), 51–77. https://doi.org/10.1108/09604520610639964 DOI: https://doi.org/10.1108/09604520610639964
Kitapci, O., Akdogan, C., & Dortyol, ?. T. (2014). The Impact of Service Quality Dimensions on Patient Satisfaction, Repurchase Intentions, and Word-of-Mouth Communication in the Public Healthcare Industry. Procedia-Social and Behavioral Sciences, 148, 161–169. https://doi.org/10.1016/j.sbspro.2014.07.030 DOI: https://doi.org/10.1016/j.sbspro.2014.07.030
Komara, A., & Ariningrum, H. (2013). Analisis faktor-faktor yang mempengaruhi kinerja sistem informasi akuntansi. Jurnal Riset Akuntansi Dan Manjemen, 2(1), 2
Kopalle, P.K., Lehmann, D.R., 2001. Strategic management of expectations: the role of disconfirmation sensitivity and perfectionism. J. Market. Res, 38 (3), 386–394. DOI: https://doi.org/10.1509/jmkr.38.3.386.18862
Kotler, P. (2000). Marketing Management, Millenium Edition. www.pearsoncustom.com
Krejcie, R. V, & Morgan, D. W. (1970). Determining sample size for research activities. Educational and Psychological Measurement, 30. DOI: https://doi.org/10.1177/001316447003000308
Kumar, M., Ramaswamy, V., Mathan Kumar, V. & Velmurugan, R. (2017). Customer Satisfaction Towards Online Shopping in Coimbatore District. International Journal of Pure and Applied Mathematics, 117(15), 41–49.
Leonnard. (2019). Exploring the relationship among e-service quality, e-trust, e-satisfaction, and loyalty at higher education institutions. Journal on Efficiency and Responsibility in Education and Science, 12(4), 103–110. https://doi.org/10.7160/eriesj.2019.120401 DOI: https://doi.org/10.7160/eriesj.2019.120401
Libaque-Sáenz, C. F., Wong, S. F., Chang, Y., & Bravo, E. R. (2021). The effect of Fair information practices and data collection methods on privacy-related behaviors: A study of Mobile apps. Information and Management, 58(1). https://doi.org/10.1016/j.im.2020.103284 DOI: https://doi.org/10.1016/j.im.2020.103284
Liu, V., & Khalifa, M. (2003). Determinants of Satisfaction at Different Adoption Stages of Internet-Based Services. Journal of the Association for Information Systems, 4(1), 206–233. https://doi.org/10.17705/1jais.00039 DOI: https://doi.org/10.17705/1jais.00039
Loiacono, E. T., & Watson, R. T. (2002). Webqual: a measure of website quality 1.
Luther, L., Tiberius, V., & Brem, A. (2020). User experience (UX) in business, management, and psychology: A bibliometric mapping of the current state of research. Multimodal Technologies and Interaction, 4(2). https://doi.org/10.3390/mti4020018 DOI: https://doi.org/10.3390/mti4020018
Madrigal, R. (1995). Cognitive and Affective Determinants of Fan Satisfaction with Sporting Event Attendance. Journal of Leisure Research, 27(3), 205–227. https://doi.org/10.1080/00222216.1995.11949745 DOI: https://doi.org/10.1080/00222216.1995.11949745
Mahadevan, A., Monther, W., & Mahadevan, A, (2019). The impact of Service Quality on Customer Satisfaction: A Study of Arab restaurants in Malaysia.
Mamakou, X. J., Zaharias, P., & Milesi, M. (2023). Measuring customer satisfaction in electronic commerce: the impact of e-service quality and user experience. International Journal of Quality and Reliability Management. https://doi.org/10.1108/IJQRM-07-2021-0215 DOI: https://doi.org/10.1108/IJQRM-07-2021-0215
Malaysia Market Research. (2023). The rise of online food delivery services in Malaysia. Current Trends in Online Food Delivery Services in Malaysia. https://www.malaysiamarketresearch.com/insight/the-rise-of-online-food-delivery-services-in-malaysia
Matolo, R.J. and Salia, P.J. (2021). International tourists’satisfaction with service quality at Serengeti National Park in Tanzania, Journal of Co-operative and Business Studies (JCBS), 6(2).
Mohd Yusrizal, R. (2022, July 29). Department of Statistics Malaysia. https://www.dosm.gov.my/portal-main/release-content/current-population-estimates-malaysia-2022
Mongdong, V. G. & Tumewu, F. J. (2015) Analyzing the Effect of Marketing Mix, Service Quality and Brand Equity on Consumer Buying Decision. Journal EMBA, 3(2).
Muhammad Maladi, N. N. A. F. (2019). The Impact of Service Quality, Company Image and Switching Barrier on Customer Retention: Mediating Role of Customer Satisfaction. International Journal of Applied Business & International Management, 4(3), 58–64. www.ejournal.aibpm.or/IJABIM DOI: https://doi.org/10.32535/ijabim.v4i2.567
Mustafa. (2011). Determinants of E-Commerce Customer Satisfaction, Trust, and Loyalty in Saudi Arabia Eid: Determinants of E-Commerce Customer Satisfaction, Trust, and Loyalty in Saudi Arabia determinants of e-commerce customer satisfaction, trust, and loyalty in Saudi Arabia. https://www.researchgate.net/publication/228867201
Nguyen, D.H., de Leeuw, S. and Dullaert, W.E. (2018). Consumer behavior and order fulfillment in online retailing: a systematic review”, International Journal of Management Reviews, 20(2), 255-276. DOI: https://doi.org/10.1111/ijmr.12129
Nugroho, R. A., & Suprapti, N. W. S. (2022). The Role of Customer Engagement in Mediating the Influence of Brand Experience and Customer Satisfaction on the Customer Loyalty of Full-Service Airlines in Indonesia. Journal of Business and Management Review, 3(2), 138–157. https://doi.org/10.47153/jbmr32.3132022 DOI: https://doi.org/10.47153/jbmr32.3132022
Nunnally, J.C. (1978). Psychometric Theory, 2nd ed., Mcgraw Hill Book Company, New York.
Nursiva, R.T. (2021). The effect of service quality on member satisfaction mediated by cooperative image: Indonesia”, Jurnal Pendidikan Ekonomi, Perkantoran, Dan Akuntansi-JPEPA, 2(2), 199-217.
Oliver, R. L., & Desarbo, W. S. (1988). Response Determinants in Satisfaction Judgments. Journal of Consumer Research, 14(4). http://www.jstor.orgURL:http://www.jstor.org/stable/2489156Accessed:20-03-201522:48UTChttp://www.jstor.org/page/info/about/policies/terms.jsp DOI: https://doi.org/10.1086/209131
Oliver, R. (2014). Satisfaction: A Behavioral Perspective on The Consumer. New York: Routledge. DOI: https://doi.org/10.4324/9781315700892
Ou, W. M., Shih, C. M., Chen, C. Y., & Wang, K. C. (2011). Relationships among customer loyalty programs, service quality, relationship quality, and loyalty: An empirical study. Chinese Management Studies, 5(2), 194–206. https://doi.org/10.1108/17506141111142825 DOI: https://doi.org/10.1108/17506141111142825
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41. https://doi.org/10.2307/1251430 DOI: https://doi.org/10.2307/1251430
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL is a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233. https://doi.org/10.1177/1094670504271156 DOI: https://doi.org/10.1177/1094670504271156
Park, E. (2019). Motivations for customer revisit behavior in online review comments: Analyzing the role of user experience using big data approaches. Journal of Retailing and Consumer Services, 51, 14–18. https://doi.org/10.1016/j.jretconser.2019.05.019 DOI: https://doi.org/10.1016/j.jretconser.2019.05.019
Petnji Yaya, L. H., Marimon, F., & Casadesús, M. (2017). The expert experience in adopting the E-S-QUAL scale. Total Quality Management and Business Excellence, 28(11–12),1307–1321. DOI: https://doi.org/10.1080/14783363.2015.1135728
Phillips, D.M., Baumgartner, H., (2002). The role of consumption emotions in the satisfaction response. J. Consum. Psychol. 12(3), 243–252. DOI: https://doi.org/10.1207/S15327663JCP1203_06
Pigatto, G., Machado, J. G. de C. F., Negreti, A. dos S., & Machado, L. M. (2017). Have you chosen your request? Analysis of online food delivery companies in Brazil. British Food Journal, 119(3), 639–657. https://doi.org/10.1108/BFJ-05-2016-0207 DOI: https://doi.org/10.1108/BFJ-05-2016-0207
Poushneh, A., & Vasquez-Parraga, A. Z. (2017). Discernible impact of augmented reality on retail customer’s experience, satisfaction, and willingness to buy. Journal of Retailing and Consumer Services, 34, 229–234. https://doi.org/10.1016/j.jretconser.2016.10.005 DOI: https://doi.org/10.1016/j.jretconser.2016.10.005
Pushparaja, V., Yusoff, R.C.M., Maarop, N., Shariff, S.A. and Zainuddin, N.M. (2021). User experience factors that influence users’ satisfaction of using the digital library, Open International Journal of Informatics, 9(1), 28-36.
Puspasari, A., Nurhayaty, E., Riftiasari, D., YUniarti, P. Suhayardi, D., & Martiwi, R. (2022). The Effect of Service Quality Perception and Company Image On Customer Satisfaction and Their Impact on Customer Loyalty. International Journal of Social and Management Studies.
Radziszewska, A. (2018). Quality Assessment of E-Commerce Service in the Context of Customer Experiences. Multidisciplinary Aspects of Production Engineering, 1(1), 635–640. https://doi.org/10.2478/mape-2018-0080 DOI: https://doi.org/10.2478/mape-2018-0080
Rafiq, M., Lu, X., & Fulford, H. (2012). Measuring Internet retail service quality using E-S-QUAL. Journal of Marketing Management, 28(9–10), 1159–1173. https://doi.org/10.1080/0267257X.2011.621441 DOI: https://doi.org/10.1080/0267257X.2011.621441
Ranganathan, C., & Ganapathy, S. (2001). Key dimensions of business-to-consumer websites. www.priceline.com
Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020). Internet banking service quality, e-customer satisfaction, and loyalty: the modified e-SERVQUAL model. TQM Journal, 32(6), 1443–1466. https://doi.org/10.1108/TQM-02-2020-0019 DOI: https://doi.org/10.1108/TQM-02-2020-0019
Riaz, A., Hanif, M., & Hafeez, S. (2010). Factors Affecting Customer Satisfaction. In International Research Journal of Finance and Economics. http://www.eurojournals.com/finance.htm
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10). https://doi.org/10.1016/j.heliyon.2019.e02690 DOI: https://doi.org/10.1016/j.heliyon.2019.e02690
Ritonummi, S., & Niininen, O. (2021). User experience of an e-commerce website: A case study. In Contemporary Issues in Digital Marketing (61–71). https://doi.org/10.4324/9781003093909-8 DOI: https://doi.org/10.4324/9781003093909-8
Rodgers, W., Negash, S., & Suk, K. (2005). The moderating effect of online experience on the antecedents and consequences of online satisfaction. Psychology and Marketing, 22(4), 313–331. DOI: https://doi.org/10.1002/mar.20061
Roto, V., Law, E., Vermeeren, A., & Hoonhout, J. (2011). User Experience White Paper Bringing clarity to the concept of user experience. www.allaboutux.org/ux-definitions.
Sahadev, S., & Purani, K. (2008). Modelling the consequences of e-service quality. Marketing Intelligence and Planning, 26(6), 605–620. https://doi.org/10.1108/02634500810902857 DOI: https://doi.org/10.1108/02634500810902857
San, W. H., Von, W. Y., & Muhammad Imran Qureshi. (2020). The Impact of E-Service Quality on Customer Satisfaction in Malaysia. Journal of Marketing and Information Systems, 3(1), 46–62. DOI: https://doi.org/10.31580/jmis.v3i1.1452
Santika, I. W., & Pramudana, K. A. S. (2018). Peran Mediasi E-Satisfaction pada Pengaruh E-Service Quality terhadap ELoyalty Situs Online Travel di Bali. INOBIS: Jurnal Inovasi Bisnis dan Manajemen Indonesia, 1(3), 278-289.
Santos, J. (2003). E-service quality: a model of virtual service quality dimensions”, Managing Service Quality: International Journal, 13(3), 233-246, doi: 10.1108/09604520310476490. DOI: https://doi.org/10.1108/09604520310476490
?enel, B., ?enel, M., Gümü?tekin, G. E. (2012). According to E-Service Quality, Evaluated Virtual Shopping Sites, Dumlup?nar University Journal of Social Sciences, (33).
Shao, Z., Zhang, L., Chen, K., & Zhang, C. (2020). Examining user satisfaction and stickiness in social networking sites from a technology affordance lens: uncovering the moderating effect of user experience. Industrial Management and Data Systems, 120(7), 1331–1360. https://doi.org/10.1108/IMDS-11-2019-0614 DOI: https://doi.org/10.1108/IMDS-11-2019-0614
Sarwar, H. (2016). Importance of Service Quality in Customer Satisfaction (A Study on Fast Food) Restaurants. Entrepreneurship and Innovation Management Journal. 4(4).
Shujaa Alotaibi, R. (2021). Understanding Customer Loyalty of M-Commerce Applications in Saudi Arabia. International Transaction Journal of Engineering, 12(6), 1–12.
Shukla, S. (2014). Teaching Competency, Professional Commitment and Job Satisfaction Study of Primary School Teachers, 4(3). www.iosrjournals.orgwww.iosrjournals.org DOI: https://doi.org/10.9790/7388-04324464
Singh Shergill, G., Shergill, G. S., & Chen, Z. (2005). Web-based shopping: consumers’ attitudes towards online shopping in New Zealand. In Journal of Electronic Commerce Research, 6(2). https://www.researchgate.net/publication/228620838
Statista. (2023). Online food delivery-Malaysia: Statista market forecast. https://www.statista.com/outlook/dmo/online-food-delivery/malaysia
Su, D. N., Nguyen-Phuoc, D. Q., Duong, T. H., Dinh, M. T. T., Luu, T. T., & Johnson, L. (2022). How does the quality of mobile food delivery services influence customer loyalty? Gronroos’s service quality perspective. International Journal of Contemporary Hospitality Management, 34(11), 4178–4205. DOI: https://doi.org/10.1108/IJCHM-08-2021-1039
Suhartanto, D., Helmi Ali, M., Tan, K. H., Sjahroeddin, F., & Kusdibyo, L. (2019). Loyalty toward online food delivery service: the role of e-service quality and food quality. Journal of Foodservice Business Research, 22(1), 81–97. https://doi.org/10.1080/15378020.2018.1546076 DOI: https://doi.org/10.1080/15378020.2018.1546076
Tobagus, A. (2018). Pengaruh E-Service Quality Terhadap E-Satisfaction Pada Pengguna Di Situs Tokopedia. AGORA, 1-10.
Udo, G. J., Bagchi, K. K., & Kirs, P. J. (2010). An assessment of customers’ e-service quality perception, satisfaction, and intention. International Journal of Information Management, 30(6), 481–492. DOI: https://doi.org/10.1016/j.ijinfomgt.2010.03.005
Uma Sekaran. (2013). Research Methods for Business A Skill-Building Approach. www.wileypluslearningspace.com
Uzir, M. U. H., Jerin, I., Al Halbusi, H., Hamid, A. B. A., & Latiff, A. S. A. (2020). Does quality stimulate customer satisfaction where perceived value mediates and the usage of social media moderates? Heliyon, 6(12). https://doi.org/10.1016/j.heliyon.2020.e05710 DOI: https://doi.org/10.1016/j.heliyon.2020.e05710
Valdez-Juárez, L. E., Gallardo-Vázquez, D., & Ramos-Escobar, E. A. (2021). Online buyers and open innovation: Security, experience, and satisfaction. Journal of Open Innovation: Technology, Market, and Complexity, 7(1), 1–24. https://doi.org/10.3390/joitmc7010037 DOI: https://doi.org/10.3390/joitmc7010037
Van Der Wal, R.W.E., Pampallis, A., & Bond, C. (2002). Service quality in a cellular telecommunications company: A South African experience. Managing Service Quality: An International Journal, 12(5), 323–335. DOI: https://doi.org/10.1108/09604520210442119
Venkatesh, V., Thong, J. Y. L., & Xu, X. (2012). Consumer acceptance and use of information technology: Extending the unified theory of acceptance and use of technology. MIS Quarterly: Management Information Systems, 36(1), 157–178. https://doi.org/10.2307/41410412 DOI: https://doi.org/10.2307/41410412
Vesel, P., & Zabkar, V. (2009). Managing customer loyalty through the mediating role of satisfaction in the DIY retail loyalty program. Journal of Retailing and Consumer Services, 16(5), 396–406. DOI: https://doi.org/10.1016/j.jretconser.2009.05.002
Wang, Y. S., Tseng, T. H., Wang, W. T., Shih, Y. W., & Chan, P. Y. (2019). Developing and validating a mobile catering app success model. International Journal of Hospitality Management, 77, 19–30. DOI: https://doi.org/10.1016/j.ijhm.2018.06.002
Wang, Y. S., Wang, Y. M., Lin, H. H., & Tang, T. I. (2003). Determinants of user acceptance of Internet banking: An empirical study. International Journal of Service Industry Management, 14(5), 501–519. DOI: https://doi.org/10.1108/09564230310500192
Wen, H. Pookulangara,S. & Josiam, B, M. (2022). A Comprehensive Examination on Consumers Intentions to use Food Delivery Apps. British Food Journal, 124(5), 1737-1754. DOI: https://doi.org/10.1108/BFJ-06-2021-0655
Wayan, S. (2018). Peran Mediasi E-Satisfaction Pada Pengaruh E-Service Quality Terhadap E-Loyalty Situs Online Travel di Bali. Jurnal Inovasi Bisnis Dan Manajemen Indonesia, 1(3). DOI: https://doi.org/10.31842/jurnal-inobis.v1i3.35
Widiaputri, Y. S., Suharyono, S., & Bafadhal, A. S. (2018). Pengaruh E-Service Quality Terhadap Perceived Value Dan ECustomer Satisfaction (Survei Pada Pelanggan Go-Ride Yang Menggunakan Mobile Application Go-Jek Di Kota Malang). Jurnal Administrasi Bisnis, 61(1), 1-10.
Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: Dimensionalizing, measuring, and predicting retail quality. Journal of Retailing, 79(3), 183–198. https://doi.org/10.1016/S0022-4359(03)00034-4 DOI: https://doi.org/10.1016/S0022-4359(03)00034-4
Xu, X., Zeng, S., & He, Y. (2017). The influence of e-services on customer online purchasing behavior toward remanufactured products. International Journal of Production Economics, 187, 113–125. DOI: https://doi.org/10.1016/j.ijpe.2017.02.019
Ya?in, B., Özkan, E., Balo?lu, S. (2017). The Role of Consumers’ Satisfaction, Trust and Perceived Quality on Loyalty to Online Retail Sites, ?stanbul Management Journal, 28(83), 24-47.
YellowBees. (2021). Top 12 food delivery platforms for F&B merchants in Malaysia. Yellow Bees. https://www.yellowbees.com.my/top-food-delivery-platforms-malaysia/
Yi, H. T., Yeo, C. K., Amenuvor, F. E., & Boateng, H. (2021). Examining the relationship between customer bonding, customer participation, and customer satisfaction. Journal of Retailing and Consumer Services, 62. https://doi.org/10.1016/j.jretconser.2021.102598 DOI: https://doi.org/10.1016/j.jretconser.2021.102598
Yi, Y., Nataraajan, R., (2018). Customer satisfaction in Asia. Psychol. Market. 35 (6), 387–391. DOI: https://doi.org/10.1002/mar.21093
Y?ld?z, B. (2020). The Effect of E-Commerce Logistics Service Quality on Trust, Satisfaction and Loyalty, Giresun University Journal of Economic and Administrative Sciences, 6(1), 38-61.
Yin, A. C. P. (2021, October 25). KPDNHEP sets up a dedicated channel for complaints on food delivery services. RinggitPlus. https://ringgitplus.com/en/blog/personal-finance-news/kpdnhep-sets-up-dedicated-channel-for-food-delivery-complaints.html
Yoo, B., & Donthu, N. (2001). Developing and validating a multidimensional consumer-based brand equity scale. Journal of Business Research, 52(1), 1–14. https://doi.org/10.1016/S0148-2963(99)00098-3 DOI: https://doi.org/10.1016/S0148-2963(99)00098-3
Yoo, B., & Donthu, N. (2001). Developing a Scale to Measure the Perceived Quality of an Internet Shopping Site (PQISS). In Developments in Marketing Science: Proceedings of the Academy of Marketing Science (p. 471). Springer Nature. https://doi.org/10.1007/978-3-319-11885-7_129 DOI: https://doi.org/10.1007/978-3-319-11885-7_129
Zeithaml, V. A. (1988). Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence. Journal of Marketing, 52(3), 2–22. https://doi.org/10.1177/002224298805200302 DOI: https://doi.org/10.1177/002224298805200302
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through websites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362–375. DOI: https://doi.org/10.1177/009207002236911
Zeithaml, Valarie A., Bitner, Mary Jo and Dwayne D. Gremler. (2013). Services Marketing. Integrating Customer Focus across the Firm, 6th Edition, New York: McGraw-Hill Irwin.
Zhang, K. Z. K., Zhao, S. J., Cheung, C. M. K., & Lee, M. K. O. (2014). Examining the influence of online reviews on consumers’ decision-making: A heuristic-systematic model. Decision Support Systems, 67, 78–89. https://doi.org/10.1016/j.dss.2014.08.005 DOI: https://doi.org/10.1016/j.dss.2014.08.005
Zhou, R., Wang, X., Shi, Y., Zhang, R., Zhang, L., & Guo, H. (2019). Measuring e-service quality and its importance to customer satisfaction and loyalty: an empirical study in a telecom setting. Electronic Commerce Research, 19(3), 477–499. https://doi.org/10.1007/s10660-018-9301-3 DOI: https://doi.org/10.1007/s10660-018-9301-3
Zhuang, W., & Babin, B. J. (2015). The influence of e-service-quality on customer value perception and satisfaction: the case of third-party web sites. DOI: https://doi.org/10.1007/978-3-319-10912-1_32
Copyright (c) 2024 Zuhairah Hasan, Muhammad Farhan Mohammad Asri, Siti Norashikin Bashirun, Nurul Ain Mustakim
This work is licensed under a Creative Commons Attribution 4.0 International License.
Author (s) should affirm that the material has not been published previously. It has not been submitted and it is not under consideration by any other journal. At the same time author (s) need to execute a publication permission agreement to assume the responsibility of the submitted content and any omissions and errors therein. After submission of revised paper in the light of suggestions of the reviewers, the editorial team edits and formats manuscripts to bring uniformity and standardization in published material.
This work will be licensed under Creative Commons Attribution 4.0 International (CC BY 4.0) and under condition of the license, users are free to read, copy, remix, transform, redistribute, download, print, search or link to the full texts of articles and even build upon their work as long as they credit the author for the original work. Moreover, as per journal policy author (s) hold and retain copyrights without any restrictions.
