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

Ronggang Zhou (), Xiaorui Wang, Yuhan Shi, Renqian Zhang, Leyuan Zhang and Haiyan Guo
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Ronggang Zhou: Beihang University
Xiaorui Wang: Beihang University
Yuhan Shi: Beihang University
Renqian Zhang: Beihang University
Leyuan Zhang: China Mobile Research Institute
Haiyan Guo: China Mobile Research Institute

Electronic Commerce Research, 2019, vol. 19, issue 3, No 2, 477-499

Abstract: 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.

Keywords: E-service quality (e-SQ); Customer satisfaction; Customer loyalty; User experience; Telecom setting (search for similar items in EconPapers)
Date: 2019
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Citations: View citations in EconPapers (16)

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DOI: 10.1007/s10660-018-9301-3

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