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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
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    References listed on IDEAS

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    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.
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    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.

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