Elevating Customer Satisfaction: The Crucial Role of Electronic Service Quality in Today’s Digital Landscape
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...
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| Format: | Article |
| Language: | English |
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EconJournals
2024-10-01
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| Series: | International Review of Management and Marketing |
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| Online Access: | https://mail.econjournals.com/index.php/irmm/article/view/17601 |
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| author | Abdallah Abusalma Khaleel Ibrahim Al-Daoud Suleiman Ibrahim Mohammad Asokan Vasudevan |
| author_facet | Abdallah Abusalma Khaleel Ibrahim Al-Daoud Suleiman Ibrahim Mohammad Asokan Vasudevan |
| author_sort | Abdallah Abusalma |
| collection | DOAJ |
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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.
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| format | Article |
| id | doaj-art-3fbe9c6da009467a8e6ed083f0d97f88 |
| institution | Kabale University |
| issn | 2146-4405 |
| language | English |
| publishDate | 2024-10-01 |
| publisher | EconJournals |
| record_format | Article |
| series | International Review of Management and Marketing |
| spelling | doaj-art-3fbe9c6da009467a8e6ed083f0d97f882025-02-06T01:06:02ZengEconJournalsInternational Review of Management and Marketing2146-44052024-10-0114610.32479/irmm.17601Elevating Customer Satisfaction: The Crucial Role of Electronic Service Quality in Today’s Digital LandscapeAbdallah Abusalma0Khaleel Ibrahim Al-Daoud1Suleiman Ibrahim Mohammad2Asokan Vasudevan3College of Business Administration, Philadelphia University, Amman, JordanDepartment of Accounting, Business School Faculty, Al Ahilya Amman University, Amman, JordanElectronic Marketing and Social Media, Economic and Administrative Sciences, Zarqa University, Zarqa, Jordan; & INTI International University, 71800 Negeri Sembilan, MalaysiaFaculty of Business and Communications, INTI International University, 71800 Negeri Sembilan, Malaysia 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. https://mail.econjournals.com/index.php/irmm/article/view/17601Electronic Service Quality, Customer Satisfaction, Logistics and Delivery Services, Jordan |
| spellingShingle | Abdallah Abusalma Khaleel Ibrahim Al-Daoud Suleiman Ibrahim Mohammad Asokan Vasudevan Elevating Customer Satisfaction: The Crucial Role of Electronic Service Quality in Today’s Digital Landscape International Review of Management and Marketing Electronic Service Quality, Customer Satisfaction, Logistics and Delivery Services, Jordan |
| title | Elevating Customer Satisfaction: The Crucial Role of Electronic Service Quality in Today’s Digital Landscape |
| title_full | Elevating Customer Satisfaction: The Crucial Role of Electronic Service Quality in Today’s Digital Landscape |
| title_fullStr | Elevating Customer Satisfaction: The Crucial Role of Electronic Service Quality in Today’s Digital Landscape |
| title_full_unstemmed | Elevating Customer Satisfaction: The Crucial Role of Electronic Service Quality in Today’s Digital Landscape |
| title_short | Elevating Customer Satisfaction: The Crucial Role of Electronic Service Quality in Today’s Digital Landscape |
| title_sort | elevating customer satisfaction the crucial role of electronic service quality in today s digital landscape |
| topic | Electronic Service Quality, Customer Satisfaction, Logistics and Delivery Services, Jordan |
| url | https://mail.econjournals.com/index.php/irmm/article/view/17601 |
| work_keys_str_mv | AT abdallahabusalma elevatingcustomersatisfactionthecrucialroleofelectronicservicequalityintodaysdigitallandscape AT khaleelibrahimaldaoud elevatingcustomersatisfactionthecrucialroleofelectronicservicequalityintodaysdigitallandscape AT suleimanibrahimmohammad elevatingcustomersatisfactionthecrucialroleofelectronicservicequalityintodaysdigitallandscape AT asokanvasudevan elevatingcustomersatisfactionthecrucialroleofelectronicservicequalityintodaysdigitallandscape |