Elevating Customer Satisfaction: The Crucial Role of Electronic Service Quality in Today’s Digital Landscape

Abdallah Abusalma, Khaleel Ibrahim Al-Daoud, Suleiman Ibrahim Mohammad and Asokan Vasudevan
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Abdallah Abusalma: College of Business Administration, Philadelphia University, Amman, Jordan
Khaleel Ibrahim Al-Daoud: Department of Accounting, Business School Faculty, Al Ahilya Amman University, Amman, Jordan
Suleiman Ibrahim Mohammad: Electronic Marketing and Social Media, Economic and Administrative Sciences, Zarqa University, Zarqa, Jordan; & INTI International University, 71800 Negeri Sembilan, Malaysia
Asokan Vasudevan: Faculty of Business and Communications, INTI International University, 71800 Negeri Sembilan, Malaysia

International Review of Management and Marketing, 2024, vol. 14, issue 6, 372-377

Abstract: With digital platforms having proved to be a hub for service delivery, the drivers of customer satisfaction have become very important in ensuring improvement in service quality and retaining customers. This paper investigates the dimensions of electronic service quality that influence customer satisfaction in Jordan’s logistics and delivery service. The approach is quantitative, and data was collected through structured questionnaires from 436 logistics and delivery service users. The key measurement dimensions in the study will be reliability, ease of use, efficiency, privacy, and responsiveness. Research results show that reliability is the main influencer in affecting customer satisfaction; responsiveness and ease of use are closely followed. Efficiency and privacy too show positive influences, though relatively low. That will mean that logistics and delivery service industries that offer reliable and responsive services will result in customer satisfaction. These e-service factors indicate greater room for improvement, which service providers are encouraged to focus on to nurture better customer loyalty. The following sections provide valuable insights for industry leaders and policymakers who aim to enhance the overall customer experience in Jordan’s blossoming digital service landscape.

Keywords: Electronic Service Quality; Customer Satisfaction; Logistics and Delivery Services; Jordan (search for similar items in EconPapers)
JEL-codes: M31 (search for similar items in EconPapers)
Date: 2024
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