ABSTRACT
Purpose>The main purpose of this study is to compare e-customer satisfaction in Saudi banks before and during coronavirus disease 2019 (COVID-19) pandemic by assessing the e-service quality dimension before and during the pandemic.Design/methodology/approach>To examine e-customer satisfaction among Saudi bank e-customers, data were collected using convenience sampling methods utilizing two questionnaires before and during COVID-19, distributed to Saudi bank e-customers. The sample size of collecting data of 588 bank e-customers was analyzed through a well-known statistical technique, multiple regression and paired sample t-test, using Statistical Product and Service Solutions (SPSS) software and Excel.Findings>It is found that efficiency is the major determinant of e-customers' satisfaction with banks in Saudi Arabia. The Saudi context is different from other countries. There are differences between the impact of Internet banking e-service quality on e-customer service before and during the COVID-19.Practical implications>This research has a crucial inference for the managerial level practically. This study has important implications for the banks to satisfy their e-customers by increasing customer service level and enhancing the interaction in the site to solve the e-customers problem immediately by creating an effective support team to encourage the effect of responsiveness. In particular, website managers should review their website framework and create an easily organized site for e-customers.Originality/value>The research improves past studies' methodology by testing the impacts between the constructs before and during COVID-19. This research is a significant addition to the current literature collection.
ABSTRACT
Purpose: The purpose of this study is to investigate the influence between online purchase e-CRM activities and e-customer satisfaction on e-loyalty. In particular, it focuses on the mediating effect of e-customer satisfaction in the relationship between online purchase e-CRM activities and e-loyalty. Design/methodology/approach: The data was collected from customers who have purchased online products in South Korea for a week. The study used 1307 questionnaires in the quantitative analysis and the proposed research model and a set of hypotheses were tested using a structural equation model (SEM). Findings: The findings of this study indicate that online purchase e-CRM activities (including e-Marketing, e-Sales, e-Support and e-System) have a significant positive impact on e-customer satisfaction. E-Marketing and e-Sales were found to have a statistically significant positive influence on e-loyalty, but e-Support and e-System did not have a statistically significant effect on e-loyalty. This study also found that e-customer satisfaction significantly mediated the link between online purchase e-CRM activities (including e-Marketing, e-Sales, e-Support and e-System) and e-loyalty. Research limitations/implications: The limitation of this study is that since the data only targets customers in their 20s and 40s, it is difficult to say that it represents customers of all ages. Therefore, it is necessary to carry out research on e-CRM activities for customers of different ages who have experience in online purchasing in the future. Moreover, as the e-commerce market using digital technology grows, companies need to preemptively re-spond to the expansion of "untact" (non-face-to-face) services in the post-COVID-19 era. Therefore, the results of this study presented theoretical and practical implications for improving online purchase e-CRM activities, e-custom-er satisfaction, and e-loyalty to e-commerce companies. Originality/value: The recent COVID-19 pandemic has caused great losses and considerable difficulties in various industries around the world, but to overcome this, the e-commerce market has expanded and has led to the advance-ment of the digital transformation era. Therefore, the originality of this study suggested the importance of e-CRM activities reflecting the purchasing trend of the online market in line with the trend of the Fourth Industrial Revolution and IT era, and it is significant in that it provides theoretical and managerial marketing and strategic implications for better recognition and utilization of these e-CRM activities from corporate and customer perspectives. © 2022 People and Global Business Association.
ABSTRACT
Successive developments in information technologies have brought important developments in the business world, one of which is e-commerce. Undoubtedly, consumers’ continuous adoption of online shopping, which has been specially accelerated as the result of the pandemic, is not likely to end or reduce after the Covid-19 passes, increasing volume and transaction in e-retailing make e-business more challenging. Under these circumstances, the most important requirement of sustainable development and profitability in e-business management is to retain loyal customers rather than one-time buyers. Hence, in an e-commerce setup, understanding the repurchase intention of consumers is essential in sustaining growth. Most previous studies have focused on one or two factors, ignoring the whole picture, depicting the most effective factors both e-satisfaction and e-repurchase intention. The main purpose of this study is to investigate the relationships between e-service quality, information quality, e-satisfaction, and e-repurchase intention by involving customer decision-making styles in the context. An online retailer, belonging to a large brick-and-mortar Turkish company was chosen to conduct the survey. Consequently, the data collected from the conveniently selected sample among the members of that e-retailer was used to test the research model using structural equation modeling. The results revealed efficiency, fulfillment, privacy, and information quality to influence both e-satisfaction and e-repurchase intention whereas after-sales e-services influencing e-satisfaction. Meanwhile, e-satisfaction mediates the relationship between the service quality of a website and e-repurchase intention. Furthermore, novelty and recreational shopping style attitude moderates the relationship between e-satisfaction and e-repurchase intention. © 2022, The Author(s), under exclusive license to Springer Nature Switzerland AG.
ABSTRACT
Coronavirus pandemic has opened new business models for the banking, sector to come up with new products or services that would support the growth of the economy. Nowadays, electronic business enables business firms to use new business models including e-personalization and e-customization. The purpose of this study is to investigate the role of e-personalization and e-customization in achieving e-customer satisfaction. Descriptive-analytical approach was used to answer the study questions and test its hypotheses using PLS "V. 3" and SPSS v23. A total of (887) questionnaires were valid for analysis out of (920) questionnaires distributed randomly in (13) banks in Amman-Jordan from the customer perspective. The findings revealed that there was a significant positive impact of e-personalization and e-customization on e-customer satisfaction. Thus, the study concluded that the Jordanian banking sector should invest heavily in innovative business models during Covid-19 which are enabled by electronic business platforms to enhance e-customer satisfaction. © 2022 DAR Publishers/The University of Jordan. All Rights Reserved.
ABSTRACT
Purpose: The main purpose of this study is to compare e-customer satisfaction in Saudi banks before and during coronavirus disease 2019 (COVID-19) pandemic by assessing the e-service quality dimension before and during the pandemic. Design/methodology/approach: To examine e-customer satisfaction among Saudi bank e-customers, data were collected using convenience sampling methods utilizing two questionnaires before and during COVID-19, distributed to Saudi bank e-customers. The sample size of collecting data of 588 bank e-customers was analyzed through a well-known statistical technique, multiple regression and paired sample t-test, using Statistical Product and Service Solutions (SPSS) software and Excel. Findings: It is found that efficiency is the major determinant of e-customers’ satisfaction with banks in Saudi Arabia. The Saudi context is different from other countries. There are differences between the impact of Internet banking e-service quality on e-customer service before and during the COVID-19. Practical implications: This research has a crucial inference for the managerial level practically. This study has important implications for the banks to satisfy their e-customers by increasing customer service level and enhancing the interaction in the site to solve the e-customers problem immediately by creating an effective support team to encourage the effect of responsiveness. In particular, website managers should review their website framework and create an easily organized site for e-customers. Originality/value: The research improves past studies' methodology by testing the impacts between the constructs before and during COVID-19. This research is a significant addition to the current literature collection. © 2021, Emerald Publishing Limited.