IDEAS home Printed from https://ideas.repec.org/a/abk/jajeba/ajebasp.2013.47.55.html
   My bibliography  Save this article

E-Service Quality and its Effect on Consumers’ Perceptions Trust

Author

Listed:
  • Mohammad Al-Nasser
  • Rushami Zien Yusoff
  • Rabiul Islam
  • Abdullah ALNasser

Abstract

E-service quality measurement in online shopping has been receiving increasing attention currently and as a result, many studies have tried to highlight major dimensions of e-service quality linked with online environment. Excellent e-service quality is an important matter for online vendor. It is the factor that will enable them to attract more online customers. The aim of the study is to determine e-service quality and its effect on consumers’ perceptions of trust. A quantitative research design was adopted to collect data. Multiple regression analysis method was used to conduct this study. The findings of the study will contribute to both theory and practice. The results of this study have important contributions and implications for practitioners and policy-makers. This study contributed to the field of service quality expectations relationship with online shopping in the context of developing countries The findings also revealed that service quality was relatively significant in its impact on consumer trust in online shopping, proving the proposed positive direct impact of perceived service quality upon customer trust.

Suggested Citation

  • Mohammad Al-Nasser & Rushami Zien Yusoff & Rabiul Islam & Abdullah ALNasser, 2013. "E-Service Quality and its Effect on Consumers’ Perceptions Trust," American Journal of Economics and Business Administration, Science Publications, vol. 5(2), pages 47-55, December.
    • Handle: RePEc:abk:jajeba:ajebasp.2013.47.55
    DOI: 10.3844/ajebasp.2013.47.55
    as

    Download full text from publisher

    File URL: https://thescipub.com/pdf/ajebasp.2013.47.55.pdf
    Download Restriction: no
    File URL: https://thescipub.com/abstract/ajebasp.2013.47.55
    Download Restriction: no
    File URL: https://libkey.io/10.3844/ajebasp.2013.47.55?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Alsajjan, Bander & Dennis, Charles, 2010. "Internet banking acceptance model: Cross-market examination," Journal of Business Research, Elsevier, vol. 63(9-10), pages 957-963, September.
    2. Olu Ojo, 2010. "The Relationship Between Service Quality and Customer Satisfaction in the Telecommunication Industry: Evidence From Nigeria," BRAND. Broad Research in Accounting, Negotiation, and Distribution, EduSoft Publishing, vol. 1(1), pages 88-100, September.
    3. Lee Cronbach, 1951. "Coefficient alpha and the internal structure of tests," Psychometrika, Springer;The Psychometric Society, vol. 16(3), pages 297-334, September.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Baljit Kaur & Jasveen Kaur & Shivendra Kumar Pandey & S. Joshi, 2023. "E-service Quality: Development and Validation of the Scale," Global Business Review, International Management Institute, vol. 24(5), pages 953-971, October.
    2. Rabiul Islam & Ahmad Bashawir Abdul Ghani & Emil Mahyudin & Narmatha Manickam, 2017. "Determinants of Factors that Affecting Inflation in Malaysia," International Journal of Economics and Financial Issues, Econjournals, vol. 7(2), pages 355-364.
    3. Shalini Srivastava & Sushama Vishnani, 2021. "Determinants of mobile bank usage among the bank users in North India," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 26(1), pages 34-51, March.
    4. Lova Rajaobelina & Isabelle Brun & Nour Kilani & Line Ricard, 2022. "Examining emotions linked to live chat services: The role of e-service quality and impact on word of mouth," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(3), pages 232-249, September.
    5. Dia Zeglat & Fayiz Shrafat & Ziad Al-Smadi, 2016. "The Impact of the E-Service Quality of Online Databases on Users’ Behavioral Intentions: A Perspective of Postgraduate Students," International Review of Management and Marketing, Econjournals, vol. 6(1), pages 1-10.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Shoon Kathleen Murray & Jason Meyers, 1999. "Do People Need Foreign Enemies?," Journal of Conflict Resolution, Peace Science Society (International), vol. 43(5), pages 555-569, October.
    2. Gentiana Kraja, 2015. "Toward European Integration in Public Administration and Public Services," European Journal of Interdisciplinary Studies Articles, Revistia Research and Publishing, vol. 1, May - Aug.
    3. Francisco Liébana-Cabanillas & Nidhi Singh & Zoran Kalinic & Elena Carvajal-Trujillo, 2021. "Examining the determinants of continuance intention to use and the moderating effect of the gender and age of users of NFC mobile payments: a multi-analytical approach," Information Technology and Management, Springer, vol. 22(2), pages 133-161, June.
    4. Jean-François Hamel & Jean-Benoit Hardouin & Tanguy Le Neel & Gildas Kubis & Yves Roquelaure & Véronique Sébille, 2012. "Biases and Power for Groups Comparison on Subjective Health Measurements," PLOS ONE, Public Library of Science, vol. 7(10), pages 1-14, October.
    5. Yoon, Junghyun & Lee, Hee Yong & Dinwoodie, John, 2015. "Competitiveness of container terminal operating companies in South Korea and the industry–university–government network," Transportation Research Part A: Policy and Practice, Elsevier, vol. 80(C), pages 1-14.
    6. Md. Mominur Rahman & Bilkis Akhter, 2021. "The impact of investment in human capital on bank performance: evidence from Bangladesh," Future Business Journal, Springer, vol. 7(1), pages 1-13, December.
    7. Prami Sengupta & Randall Cantrell, 2021. "Context Matters: The effects of budgetary and knowledge constraints on residential energy conservation," Journal of Environmental Studies and Sciences, Springer;Association of Environmental Studies and Sciences, vol. 11(4), pages 561-573, December.
    8. Usunier, Jean-Claude, 1998. "Oral pleasure and expatriate satisfaction: an empirical approach," International Business Review, Elsevier, vol. 7(1), pages 89-110, February.
    9. Abdul Kadar Muhammad Masum & Md Abul Kalam Azad & Loo-See Beh, 2015. "Determinants of Academics' Job Satisfaction: Empirical Evidence from Private Universities in Bangladesh," PLOS ONE, Public Library of Science, vol. 10(2), pages 1-15, February.
    10. Sharma, Vivek & Bhat, Dada Ab Rouf, 2020. "An empirical study exploring the relationship among human capital innovation, service innovation, competitive advantage and employee productivity in hospitality services," EconStor Open Access Articles and Book Chapters, ZBW - Leibniz Information Centre for Economics, vol. 9(2), pages 1-14..
    11. Chumbler, Neale R. & Beverly, Claudia J. & Beck, Cornelia K., 1997. "Rural older adults' likelihood of receiving a personal response system: The Arkansas medicaid waiver program," Evaluation and Program Planning, Elsevier, vol. 20(2), pages 117-127, May.
    12. Rosane Maria Seibert & Clea Beatriz Macagnan & Robert Dixon & Davi Souza Simon, 2019. "Social responsibility indicators: perspective of stakeholders in Brazil and in the UK," International Journal of Disclosure and Governance, Palgrave Macmillan, vol. 16(2), pages 128-144, July.
    13. Deepak, 2016. "Antecedent Value of Professional Commitment and Job Involvement in Determining Job Satisfaction," Management and Labour Studies, XLRI Jamshedpur, School of Business Management & Human Resources, vol. 41(2), pages 154-164, May.
    14. Oberrauch, Luis & Kaiser, Tim, 2020. "Economic competence in early secondary school: Evidence from a large-scale assessment in Germany," International Review of Economics Education, Elsevier, vol. 35(C).
    15. Vicente Morales-Baños & Francisco José Borrego-Balsalobre & Arturo Díaz-Suárez & José María López-Gullón, 2023. "Levels of Sustainability Awareness in Spanish University Students of Nautical Activities as Future Managers of Sports and Active Tourism Programmes," Sustainability, MDPI, vol. 15(3), pages 1-22, February.
    16. Abernethy, Margaret A. & Vagnoni, Emidia, 2004. "Power, organization design and managerial behaviour," Accounting, Organizations and Society, Elsevier, vol. 29(3-4), pages 207-225.
    17. Marianela Denegri & María Baeza & Natalia Salinas-Oñate & Verónica Peñaloza & Horacio Miranda & Ligia Orellana, 2014. "Materialism in Pedagogy Students in Chile," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 117(2), pages 505-521, June.
    18. Terason Sid, 2021. "Predicting Sports Facility Revisit Intentions Based on Experience and Mediating Effects of Perceived Value," Polish Journal of Sport and Tourism, Sciendo, vol. 28(3), pages 35-41, September.
    19. Amy Roberts & Gregory S. Ching, 2021. "The Ebb and Flow of Study Abroad: A Comparative Analysis of PRC and International Students in Taiwan," Sustainability, MDPI, vol. 13(11), pages 1-18, May.
    20. Tomislav Letnik & Katja Hanžič & Giuseppe Luppino & Matej Mencinger, 2022. "Impact of Logistics Trends on Freight Transport Development in Urban Areas," Sustainability, MDPI, vol. 14(24), pages 1-18, December.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:abk:jajeba:ajebasp.2013.47.55. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Jeffery Daniels (email available below). General contact details of provider: https://thescipub.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.