The impact of E-service quality, Facebook usage and Artificial Intelligence on E-learning systems: The mediating role of student satisfaction

The adoption of e-learning systems has been increasing and reports indicate that Asia has the highest percentage of the growth towards e-learning systems. Following this backdrop, the main purpose of the present study was to evaluate the role of the E-service quality, Facebook usage, artificial intelligence, and student satisfaction on the usage of the E-learning systems. Sample data was collected from students enrolled in any institute offering e-learning in Malaysia. A total of 500 questionnaires were disseminated to the participants identified via online polling and a total of 412 usable questionnaires were evaluated for SEM. The findings of the study show that the usage of Facebook, Artificial intelligence, the satisfaction of students, and E-service quality affected the use of the E-learning systems. Students' satisfaction was also found to positively mediate with AI, FBU, ESQ, and ELS. E-learning adoption is increasing in Malaysia and the recent outbreak of COVID-19 has also invigorated the need for the development of effective e-learning programs so that the education of students doesn't get interruptions. The present study has important theoretical and practical implications in this regard;the findings can be applied to the development of e-learning systems of the country

Value co-creation in e-services: The case of websites

The objective of the research was to propose a conceptual model with the integration of the Technology Acceptance Model (TAM), Dynamic Capabilities Theory, and the Contingency Theory, and with the review and analysis of the topics e-Service Quality (e-SQ), e-Relationship Quality, e-Trust, e-Satisfaction, Disruptive Factors, Technology Platform, Customer Involvement and Interaction, Value Co-Creation and Continuous e-Loyalty. E-service is strategically used to create brand value. E-commerce will strongly depend on trust. Therefore, online companies must make and maintain a loyal customer base. The face-to-face pre-purchase research, post-purchase feedback, website, and social media technologies have changed e-commerce into more social commerce. The imposition of accelerated technology, consumer interaction, and the fierce COVID-19 pandemic are the factors that most influence value co-creation. The current crisis and new challenges affect the quality of relationships, consumer loyalty, and value co-creation. © International Association for Computer Information Systems. All Rights Reserved.

Effect of COVID-19 health threat on consumer's perceived value towards mobile payments in India: a means-end model

Shifting to mobile payments from offline payments can be considered as a social distancing measure in times of a pandemic. The COVID-19 outbreak is currently entering its 'endemic' stage;continued usage of mobile-based payment services is thereby warranted as a social distancing mechanism. This could be true in case of any other pandemic/endemic outbreaks like SARS/Nipah virus outbreaks. The current study examines how the 'perceived' health threat posed by COVID-19 and mobile payment service quality (MPSQ) influence consumers' perceived value toward continuous usage of mobile payment services (MPS) in India. In addition, the investigation considers other factors that prompt consumers to continue using the service. Customers, who used mobile payment applications for making cashless transactions during the pandemic, formed the subjects of the study. Data were collected from 720 mobile payment users. The research model integrates the concept of health threat in health belief model to means-end chain model to explain why a customer opts to choose m-payment at times of a pandemic, and what prompts him/her to continue with its usage. The model was empirically tested with structural equation modeling, along with mediation and moderation analysis. It was found that MPSQ, perceived susceptibility, and perceived severity of COVID-19 significantly enhanced consumers' value perceptions regarding MPS, which leads to satisfaction and continuance intention of using the same. In addition, the study also found a significant positive moderating role of consumer involvement on the relationship between perceived health threat, perceived value, and MPSQ. The threat of COVID-19, being an endemic, or occurrence of similar pandemics persists, and adopting contactless transactions via MPS to comply with social distancing norms may improve customer value perceptions that could aid in the persistence of MPS usage. Also, derivation of value perceptions out of the service quality acts as a driver to continuous usage.

Impact of e-service quality on e-loyalty of online banking customers in Pakistan during the Covid-19 pandemic: mediating role of e-satisfaction

This study explores the mediating role of e-satisfaction during the pandemic on the relationship between e-service quality and e-loyalty of banking customers in Pakistan. The data were collected from 442 customers of online banking services in Pakistan during the Covid-19 pandemic, following a survey-based study. Baron and Kenny (J Personal Soc Psychol, 51(6):1173, 1986) and Preacher and Hayes (Behav Res Methods, 40(3):879-891, 2008) mediation technique which utilizes the bootstrapping method has been used to explore mediation. The findings show that e-service quality has a significant positive effect on the e-loyalty of the customers of online banking services. Relationships between e-service quality and e-loyalty of online banking customers in Pakistan are significantly and fully mediated by their online satisfaction in unusual situations. This study would help the bankers to implement more effective marketing strategies to retain their customers and attract potential customers, particularly during non-normal situations like the Covid-19 pandemic. It will help them identify the areas of e-services that need improvement to enhance the satisfaction and loyalty of the customers. The bootstrap method for mediation along with Baron and Kenny (J Personal Soc Psychol, 51(6):1173, 1986) leads to using a more sophisticated methodological technique to explore the mediation. The Oliver Expectancy-Disconfirmation Paradigm (EDP) in electronic banking setup during non-normal situations like the Covid-19 pandemic also served as a unique contribution to this study. Application of Baron and Kenny (J Personal Soc Psychol, 51(6):1173, 1986) mediation along with Preacher and Hayes (Behav Res Methods, 40(3):879-891, 2008) leads to more robust findings for the study in non-normal situations like the Covid-19 pandemic. The study findings add scientific value as they are applicable to the banking sector in particular in non-normal situations like the Covid-19 pandemic and the overall service sector in general. Further, as two different methods of mediation have been employed and this makes the study more rigorous and scientific.

Online Shopping During COVID-19: A Comparison of USA and Canada

During the COVID-19 pandemic, many governments restricted economic activity by imposing lockdowns or requiring capacity constraints, thereby impacting brick-and-mortar businesses. Consumers responded by staying at home and turning to online shopping. Some consumers were already familiar with online shopping, whereas for others it was a new experience. As restrictions are removed or reduced, consumers may permanently change their shopping habits and continue to buy online with greater frequency than prior to the pandemic. With empirical data from a cross section of Canadian and American consumers, this study investigates the factors that influence the continuation of online shopping. The results show that there is little difference between Canadians and Americans, with perceptions of convenience significantly influencing perceived usefulness, and efficiency being a significant factor as well but only for Americans. Perceived usefulness is important for continuance intentions, with hedonic motivation having a moderating effect. Our results provide guidance to practitioners who are interested in consumers' online shopping intentions after the pandemic and factors that can foster such activities.

The influence of Internet banking services quality on e-customers' satisfaction of Saudi banks: comparison study before and during COVID-19

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.

Analyzing the mediating effect of consumer online purchase intention in online shopping of domestic appliances

The advancement of technology along with the unprecedented situation like Covid-19 has brought a big revolution in the e-commerce industry. The consumer finds ease in shopping domestic appliances online as compared to traditional shopping. The present study is being conducted to investigate the factors that influence customers' online purchasing intentions (COPI) whereby trust (TT), perceived use and usefulness (PEUU), e-service quality (ESQL), perceived behavior control (PBC), subjective norms (SNM) and consumer online shopping behavior (COSB) were analyzed. A questionnaire was utilised as a survey tool to collect data from 383 respondents using a quantitative methodology. The data were examined using structural equation modelling (SEM) to test the hypothesis, fit the model, and determine the relationship between the variables evaluated. The analysis concluded that consumer online purchase intention (COPI) acts as a mediator between the independent variables (TT, PEUU, ESQL, PBC, SNM) and the dependent variable consumer online shopping behavior (COSB). According to the findings, perceived use and usefulness (PEUU) had a negative influence on purchase intention and behaviour, but consumer online purchase intention had a substantial effect on consumer online purchasing behaviour. The study provides scope and new avenues for future research. In addition to this, it also provides the platform for other researchers to target a specific age, gender, education, or marital status to design a new pattern of online shopping.

Being "green” to trust and continue in a global pandemic

PurposeGiven the severe impact of coronavirus disease 2019 (COVID-19) on bank business activities, this study aims to examine how green brand image and online trust affect customers' continuance intention (CI) under the boundary condition of perceived effectiveness of e-services (PEES).Design/methodology/approachAn extensive review of the green marketing perspective was conducted to identify the incremental contributions of the current study (e.g. extensions of online trust and PEES). The authors used the common questionnaire survey strategy for the data collection while applying the partial least squares technique for further analyses.FindingsUsing data from 460 bank customers, the findings indicated that online trust positively mediates the relationship between green brand image and CI under the moderating effect of PEES. At high levels of PEES, online trust exerts strongest effect on customers' CI.Research limitations/implicationsThis study responds to the emerging call for understanding the PEES role, under which online trust leads to CI in the context of the global pandemic.Practical implicationsThe authors provide bank managers with a helpful extension of green marketing with PEES to manage online trust and customer intention, thereby increasing the managers' strategic effectiveness.Originality/valueThe current study explores the moderating role of PEES that plays in the green brand image, online trust and CI relationships, in responding to the pandemic situation.

Examining the effects of electronic service quality on online banking customer satisfaction: Evidence from Zambia

While several studies examine the influence of service quality on customer satisfaction in physical retail banking offices, there is a shortage of studies on service quality in the digital space of banking. Further, many developing country contexts such as Zambia are under-researched, limiting the generalisability of prior research conclusions. Hence, the purpose of this research is to examine electronic service quality in online retail banking and its influence on customer satisfaction during COVID-19 pandemic restrictions in the under-researched context of Zambia. Based on a quantitative correlational design, primary sample data were collected using a structured questionnaire from 314 bank customers from two of Zambia’s largest cities, Lusaka and Kitwe. The data were analysed using correlation and multiple regression models. The findings indicate that the E-SERVQUAL model is applicable in the Zambian context and that security, website attribute, privacy, responsiveness, efficiency, fulfilment and reliability are indeed relevant to electronic service quality and they affect customer satisfaction;the multiple coefficients of determination (51.1%) and correlation (71.5%) indicate a large effect size. This extends the E-SERVQUAL model into the under-researched developing country context of online banking in Zambia during the COVID-19 restrictions. The implications to policy and practice are that improving security, website attributes, privacy, efficiency, responsiveness, fulfilment and reliability would result in higher customer satisfaction and usage of the online facilities. Since the study was limited to two, albeit the biggest, cities of Zambia, increasing the number of cities and countries sampled would improve generalisability. © 2022 The Author(s). This open access article is distributed under a Creative Commons Attribution (CC-BY) 4.0 license.

E-Service Quality Assessment According to Hierarchical Service Quality Models

E-commerce is becoming more and more popular. The COVID-19 pandemic made its development even faster. Currently, an enterprise that does not provide its services via the Internet is suffering heavy losses. Online shopping is largely different from traditional purchases, so their assessment should be made on the basis of different criteria. The aim of the paper was to assess the quality of services provided by the selected e-shop, in terms of its commercial services. The first stage of the research was the analysis of the literature in terms of hierarchical models of e-service quality, which in their structure indicate the areas of assessment. This allowed for the construction of the author's hierarchical model of e-services and for making a list of attributes that were used in further research. On the example of the clothing e-shop, an analysis of the provided services was made, taking into account the opinions of its customers. The Importance Performance Analysis (IPA) was selected as the basis for conducting the survey research and analyzing its results, which facilitates the commenting of the obtained results. The research allowed to indicate the strengths and weaknesses of the examined e-shop, but also to identify areas requiring improvement in order to increase the quality of the offered services, as well as the customers satisfaction.

Exploring the influence of e-Service Quality toward Customer Engagement Behavior via PLS-SEM: Findings from a hotel's customer perspective

Covid-19 has a significant impact on the hotel's operations. The reopening process has begun, especially on the hotel website. Therefore, the hotel industry must understand the need to influence customers' choices through advanced I.T. This study is intended to explore the effect of t e-service quality on customer engagement behaviors via the SEM method with the PLS estimation technique with 247 respondents. The findings indicate that system availability is the most significant influence influencing customer engagement behaviors, followed by system efficiency, system privacy/security, and system fulfillment. This finding will help the hotel's manager boost customer engagement.

Satisfactions of Customers by Using Online Food Application Services During Covid-19 Pandemic

Food businesses benefit from an online food ordering and delivery framework. The purpose of this study is to identify the factors that influence overall consumer satisfaction with online food delivery providers. The demographic information of the respondents was discussed in this study. Furthermore, this study also revealed a significant difference between respondents' perceptions of e-services and the variables listed in the study's objectives. The researchers used a quantitative approach to identify the factors that influence consumers' overall satisfaction with online food delivery services. To collect information from the respondents, the researchers used a convenience and snowball sampling technique. Descriptive statistics were used to depict the respondent profile. The Mann-Whitney U and Wilcoxon tests were used to determine the difference in e-satisfaction between female and male respondents, while the Kruskal-Wallis test was used to determine the difference in e-satisfaction of respondents when grouped by age. The Spearman rho was used to see if there was a link between personal aspect, E-Service Quality, and Perceived Food Quality and esatisfaction. The study found a significant relationship between personal aspect, E-Service Quality, and Perceived Food Quality and e-satisfaction. In terms of gender, most of the respondents are male, with 51.3%, and for the age of respondents, 29 to 40 years old. In terms of employment status, employed with a total of 162 and 61.60% has participated in the study. income salary, 50,000 and above are the highest, with a frequency of 64 and a percentage of 27.71%. [ FROM AUTHOR] Copyright of International Journal of Multidisciplinary: Applied Business & Education Research is the property of Future Science and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full . (Copyright applies to all s.)

ANALYSIS OF INTEREST IN USING E-COMMERCE SHOPEE DURING THE COVID-19 PANDEMIC

The increasing number of people using the internet encourages a bigger online market. Some marketplaces dominate the Indonesian market, one of which is Shopee. In the current pandemic situation, almost everything the community needs, both primary and secondary needs, can be met from online services. Therefore, there is a demand for shopee companies to know and understand the needs or preferences of consumers. If the company can know and understand the needs or preferences of consumers, the company can win people's hearts to buy on the shopee application. This study aims to find out what factors influence the interest in using e-commerce by customers during the covid 19 pandemic. The method used is SEMPLS analysis, tests carried out by the inner and outer models, which help test the TAM Factor variables, Social Factors, and E-Service Quality. The results obtained Factors that influence attitudes towards the use of e-commerce by customers during the pandemic are factors;Perceived usefulness, Perceived ease of use, Peer Influence Customer Service on attitude toward using in the use of mobile e-commerce applications during the covid 19 pandemic. © 2022 Little Lion Scientific.

From E-Satisfaction to E-Repurchase Intention: How Is E-Repurchase Intention Mediated by E-Satisfaction and Moderated by Traditional Shopping Attitudes?

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.

The Effect of e-Service Quality, e-Satisfaction, and e-Loyalty on Consumers’ Online Repurchase Intentions during Pandemic in Turkey

The internet is an essential medium for business. Recently, e-commerce uptake in Turkey has increased rapidly worldwide, primarily due to the Pandemic caused by the SARS-CoV2 virus (COVID-19). As a result, the service quality of online shopping platforms has become a distinct competitive advantage tool for online companies. The main questions to be addressed in this article are: “How e-service quality affects consumers’ buying behavior?" and “which dimensions of e-service quality are more important drivers of their choices?" Accordingly, this research examines the effects of the dimensions of eservice quality, e-satisfaction, and e-loyalty on consumers’ online repurchase intentions. This study also aims to determine the difference between the behaviors of customers before and during the Pandemic. One of the crucial outcomes of the analysis is the increase of online shopping during the pandemic cycle compared to previous years. Secondly, the study has shown that the most critical dimension of e-service quality is reliability. As the reliability level increases, repurchase intentions increase as well. When the e-satisfaction variable was added to the model with the hierarchical regression analysis, both reliability and e-satisfaction levels had a statistically significant effect on online repurchase intention. When e-loyalty was added to the model as a third variable, both e-satisfaction and e-loyalty significantly dominated the model. The third outcome shows that before the Pandemic, consumers mainly used online shopping platforms for the clothing product category, but online shoppers mostly preferred the food product category during the pandemic cycle. The last findings indicate that the most used online shopping platform before the Pandemic was Yemeksepeti.com, but this title switched to Trendyol. © Peter Lang GmbH. Internationaler Verlag der Wissenschaften. Berlin 2021. All rights reserved.

Evaluating the Electronic Service Quality of E-Shops Using AHP-TOPSIS: The Case of Greek Coffee Chains During the COVID-19 Lockdown

The purpose of this study is to evaluate and rank the e-shops of the top Greek coffee-chains, based on their electronic service quality. Data were collected from experts during the first COVID-19 lockdown. Based on the E-S-QUAL model, we applied a 12-step multi-criteria decision-making methodology utilizing analytic hierarchy process (AHP), and technique for order performance by similarity to ideal solution (TOPSIS). The results indicate that system availability and fulfillment are the two most crucial dimensions of the model. Protection of credit card information, webpages that do not freeze during the ordering process, delivery of the ordered items, and truthfulness about products and services offered by the e-shop are considered the most important sub-dimensions. Our findings can aid managers and practitioners focus on the most important service quality elements when developing e-commerce websites. Furthermore, our study’s results highlight the positive and negative areas of performance of the e-shops under evaluation.

The influence of Internet banking services quality on e-customers’ satisfaction of Saudi banks: comparison study before and during COVID-19

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.

The role of E-service quality in shaping online meeting platforms: a case study from higher education sector

PurposeIn this study, we have collected the response from 200 private university lecturers in Kurdistan Region of Iraq. In order to test the hypotheses, we have proposed structural equations modeling (SEM).Design/methodology/approachThe purpose of this paper is to elaborate the direct and indirect effects of e-service quality on perceived value, satisfaction and willingness to pay for online meeting platforms in the education sector. This study also explores the effect of e-service quality on users' perception and satisfaction.FindingsThe results reveal that e-service quality directly affects the perceived value and satisfaction but has no direct effect on the willingness to pay. Secondly, perceived value and satisfaction mediated the relationships between service quality and willingness to pay. However, it is observed that perceived value has a more significant impact on the willingness to pay compared to satisfaction. It is further reported that perceived value is one of the antecedents of satisfaction. The study also explores the direct relationship between perceived value and willingness to pay, and introduces satisfaction as a mediating variable between perceived value and willingness to pay.Research limitations/implicationsThe sample is geographically limited as only online faculty and staff working at private universities participated in the study. This study has implications for administrators of higher educational institutions and companies providing IT solutions for online meetings. From a managerial standpoint, this study provides and IT companies a broad theoretical basis that designing a successful online meeting platform should specifically emphasize e-service quality, perceived value and customer satisfaction.Originality/valueThere is no study that evaluated the links among e-service quality, value, satisfaction, and willingness to pay for the online meeting platform services. Therefore, this study is useful for the private university administration and online meeting platform developers and investors.