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RELATIONSHIP BETWEEN SERVICE QUALITY, SATISFACTION, AND LOYALTY OF GOOGLE USERS

International Journal of Electronic Commerce Studies

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Field Value
 
Title RELATIONSHIP BETWEEN SERVICE QUALITY, SATISFACTION, AND LOYALTY OF GOOGLE USERS
 
Creator Liong, Lee Soon
Arif, Mohd Shoki Md
Tat, Huam Hon
Rasli, Amran
Jusoh, Ahmad
 
Description The purpose of this research is to determine the relationship between perceived electronic service quality (e-SQ), electronic satisfaction (e-satisfaction) and electronic loyalty (e-loyalty) in the usage of the Google search engine. The modification of E-SERVQUAL (efficiency, fulfilment, and reliability) and two additional two dimensions (assurance and site aesthetics) were constructed to measure perceived e-SQ. The measurement of e-satisfaction was based on Schaupp and Bélanger’s study, and a cognition-affection-behaviour approach was adapted to measure e-loyalty. A total of 360 sets of questionnaires were distributed randomly to students of a Malaysian public university. The results indicated that capability, efficiency, site aesthetics, assurance, and performance were determinants of e-SQ. The high correlation and marked relationships were found between e-SQ and e-satisfaction, and between e-satisfaction and e-loyalty. Capability of the search engine had the strongest impact on e-satisfaction; in contrast, e-satisfaction was positively influenced by e-loyalty. The practical implications of the findings in terms of improving e-SQ of search engines to ensure continuous revisit/reuse of their services were discussed.
 
Publisher Academy of Taiwan Information Systems Research
 
Date 2011-06-16
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
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Format application/pdf
 
Identifier http://academic-pub.org/ojs/index.php/ijecs/article/view/944
 
Source "International Journal of Electronic Commerce Studies"; Vol 2, No 1 (2011); 35-56
2073-9729
 
Language eng
 
Relation http://academic-pub.org/ojs/index.php/ijecs/article/view/944/108
 
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