E-service quality dimensions and customer satisfaction among users of automated saving platforms in a typical developing economy

Ebuka Christian Ezenwafor, Adeola A. Ayodele and Blankson Governor Esiti

World Review of Entrepreneurship, Management and Sustainable Development, 2022, vol. 18, issue 5/6, 566-580

Abstract: This study assesses the nexus between e-SQ model and customer satisfaction among the users of automated saving platforms in Nigeria. In a bid to achieve this objective, survey research design and quota sampling were used as research design and sampling method, respectively. A questionnaire was used while the study population comprises of active users of automated saving platforms that reside in Anambra state. Validity and reliability of the study were carried out using content validity and Cronbach's alpha coefficient, respectively. Formulated hypotheses were tested using multiple regressions via SPSS. The finding of this study revealed that website design, reliability, personalisation, ease of use and trust have appreciable effect on customer satisfaction while responsiveness does not have a significant impact on customer satisfaction. It was recommended that automated saving platforms' service providers should modify their technology to ensure that an average customer can easily access and navigable website the site with no glitch.

Keywords: e-service quality; customer satisfaction; automated saving platform; Nigeria. (search for similar items in EconPapers)
Date: 2022
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