Date Log
Submitted
21 August 2021
Accepted
13 September 2021
Published
21 September 2021
E-Service Quality, Customer Trust and Satisfaction: Market Place Consumer Loyalty Analysis
Corresponding Author(s) : Hari Muharam
Jurnal Minds: Manajemen Ide dan Inspirasi,
Vol. 8 No. 2 (2021): December
Abstract
Why do online customers become loyal in their purchases on e-commerce sites? We examine how e-service quality, trust, and customer satisfaction affect customer loyalty towards purchasing goods and services. The proposed model also investigates the relationships among e-service quality, trust to loyalty, and satisfaction as a mediator that remains underexplored. The sample of this study is 350 millennial respondents as online buyers in Bogor city. PLS-SEM modeling procedure was used to test the proposed research model. We find that the quality of e-service and trust has a significant favorable influence on customer loyalty, and this effect is mediated by customer satisfaction. This study highlights the role of e-commerce producers in gaining loyalty through efficient service offerings and shape positive psychological in online marketing practices.
Keywords
E-Service Quality
Trust
Customer Satisfaction
Loyalty
Muharam, H., Chaniago, H., Endraria, E., & Harun, A. B. (2021). E-Service Quality, Customer Trust and Satisfaction: Market Place Consumer Loyalty Analysis. Jurnal Minds: Manajemen Ide Dan Inspirasi, 8(2), 237–254. https://doi.org/10.24252/minds.v8i2.23224
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References
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Ball, D., Coelho, P. S., & Machás, A. (2004). The role of communication and trust in explaining customer loyalty: An extension to the ECSI model. European Journal of Marketing.
Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical service encounters: The employee’s viewpoint. Journal of Marketing, 58(4), 95–106.
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: diagnosing favorable and unfavorable incidents. Journal of Marketing, 54(1), 71–84.
Bloemer, J., De Ruyter, K. O., & Wetzels, M. (1999). Linking perceived service quality and service loyalty: a multi‐dimensional perspective. European Journal of Marketing.
Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A dynamic process model of service quality: from expectations to behavioral intentions. Journal of Marketing Research, 30(1), 7–27.
Chen, H., Liu, J. Y., Sheu, T. S., & Yang, M. (2012). The impact of financial services quality and fairness on customer satisfaction. Managing Service Quality: An International Journal.
Chin, W. W., Peterson, R. A., & Brown, S. P. (2008). Structural equation modeling in marketing: Some practical reminders. Journal of Marketing Theory and Practice, 16(4), 287–298.
Choi, E. K., Wilson, A., & Fowler, D. (2013). Exploring customer experiential components and the conceptual framework of customer experience, customer satisfaction, and actual behavior. Journal of Foodservice Business Research, 16(4), 347–358.
Coyle, J. J., Bardi, E. J., & Langley, C. J. (1992). The Managament of Business Logistics, West Publlishingn Company. St. Paul.
Devita, F. (2019). Pelayanan Mengecewakan dari Shopee - Media Konsumen.
Dewantara, C. F. C. (2015). Analisis Dampak Penggunaan Situs Bukalapak. com Terhadap Perilaku Pembelian Pada Komunitas Samarinda Photographer. Tersedia Di Http://Ejournal. Ilkom. Fisip-Unmul. Ac. Id/Site/Wpcontent/Uploads/2015/06/Jurnal% 20cesar% 20done% 20untuk% 20dprint% 20selesai% 20j Umat, 20, 6–26.
Fang, Y., Chiu, C., & Wang, E. T. G. (2011). Understanding customers’ satisfaction and repurchase intentions: An integration of IS success model, trust, and justice. Internet Research.
Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experifence. Journal of Marketing, 56(1), 6–21.
Franedya, R. (2019). Ini Toko Online yang Paling Sering Dikunjungi Orang RI.
Ganguli, S., & Roy, S. K. (2011). Generic technology‐based service quality dimensions in banking: Impact on customer satisfaction and loyalty. International Journal of Bank Marketing.
George, A., & Kumar, G. S. G. (2014). Impact of Service Quality Dimensions in Internet Banking on Customer Satisfaction. Decision, 41(1), 73–85.
Ghozali, I. (2014). Structural Equation Modelling (SEM) metode alternative dengan Partial Least Square. Penerbit Universitas Diponegoro.
Goff, B. G., Boles, J. S., Bellenger, D. N., & Stojack, C. (1997). The influence of salesperson selling behaviors on customer satisfaction with products. Journal of Retailing, 73(2), 171–183.
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing.
Grönroos, C. (2001). The perceived service quality concept–a mistake? Managing Service Quality: An International Journal.
Gustafsson, A., Johnson, M. D., & Roos, I. (2005). The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. Journal of Marketing, 69(4), 210–218.
Hair Jr, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2016). A primer on partial least squares structural equation modeling (PLS-SEM). Sage publications.
Hair, J. F., Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the Academy of Marketing Science, 40(3), 414–433. https://doi.org/10.1007/s11747-011-0261-6
Han, H., & Hyun, S. S. (2017). Impact of hotel-restaurant image and quality of physical-environment, service, and food on satisfaction and intention. International Journal of Hospitality Management, 63, 82–92.
Hashmi, A. R., & Zia, A. (2020). customer relationship towards boundary spanner in-store (bakhala): a Saudi perspective. Academy of Marketing Studies Journal, 24(2), 1–8.
Henseler, J., Ringle, C. M., & Sinkovics, R. R. (2009). The use of partial least squares path modeling in international marketing. In New challenges to international marketing. Emerald Group Publishing Limited.
Hossain, S. F. A., Shan, X., Musa, M., & Rahman, P. (2020). Social media and increased venture creation tendency with innovative ideas: the case of female students in Asia. In Handbook of research on managerial practices and disruptive innovation in Asia (pp. 194–209). IGI Global.
Izogo, E. E. (2015). Customers’ service quality perception in automotive repair. African Journal of Economic and Management Studies.
Kundu, S., & Datta, S. K. (2015). Impact of trust on the relationship of e-service quality and customer satisfaction. EuroMed Journal of Business, 10(1), 21–46. https://doi.org/10.1108/EMJB-10-2013-0053
Lau, G. T., & Lee, S. H. (1999). Consumers’ trust in a brand and the link to brand loyalty. Journal of Market-Focused Management, 4(4), 341–370.
Lee, J.-H., Kim, H.-D., Ko, Y. J., & Sagas, M. (2011). The influence of service quality on satisfaction and intention: A gender segmentation strategy. Sport Management Review, 14(1), 54–63.
Liang, C.-J., & Wang, W.-H. (2004). Attributes, Benefits, Customer Satisfaction and Behavioral Loyalty--An Integrative Research of Financial Services Industry In Taiwan. Journal of Services Research, 4(1).
Madiawati, P. N., Pradana, M., & Miranda, S. (2021). Effects of Service Quality, Value Perception and Loyalty on Customer Satisfaction: Case of a Local Restaurant In South Bandung, Indonesia. Jurnal Bisnis Dan Manajemen, 22(1), 19–29.
Martínez, P., & Del Bosque, I. R. (2013). CSR and customer loyalty: The roles of trust, customer identification with the company and satisfaction. International Journal of Hospitality Management, 35, 89–99.
Mascarenhas, O. A., Kesavan, R., & Bernacchi, M. (2006). Lasting customer loyalty: a total customer experience approach. Journal of Consumer Marketing.
Mohsin Butt, M., & Aftab, M. (2013). Incorporating attitude towards Halal banking in an integrated service quality, satisfaction, trust and loyalty model in online Islamic banking context. International Journal of Bank Marketing, 31(1), 6–23. https://doi.org/10.1108/02652321311292029
Namkung, Y., & Jang, S. C. S. (2010). Effects of perceived service fairness on emotions, and behavioral intentions in restaurants. European Journal of Marketing.
Nyadzayo, M. W., & Khajehzadeh, S. (2016). The antecedents of customer loyalty: A moderated mediation model of customer relationship management quality and brand image. Journal of Retailing and Consumer Services, 30, 262–270.
Olorunniwo, F., Hsu, M. K., & Udo, G. J. (2006). Service quality, customer satisfaction, and behavioral intentions in the service factory. Journal of Services Marketing.
Palmatier, R. W., Scheer, L. K., Houston, M. B., Evans, K. R., & Gopalakrishna, S. (2007). Use of relationship marketing programs in building customer–salesperson and customer–firm relationships: Differential influences on financial outcomes. International Journal of Research in Marketing, 24(3), 210–223.
Papadopoulou, P., Andreou, A., Kanellis, P., & Martakos, D. (2001). Trust and relationship building in electronic commerce. Internet Research.
Parasuraman, A, Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988, 64(1), 12–40.
Parasuraman, Ananthanarayanan, Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233.
Parasuraman, Anantharanthan, Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50.
Pavlou, P. A. (2003). Consumer acceptance of electronic commerce: Integrating trust and risk with the technology acceptance model. International Journal of Electronic Commerce, 7(3), 101–134.
Pérez, A., & Del Bosque, I. R. (2015). An integrative framework to understand how CSR affects customer loyalty through identification, emotions and satisfaction. Journal of Business Ethics, 129(3), 571–584.
Pham, T. S. H., & Ahammad, M. F. (2017). Antecedents and consequences of online customer satisfaction: A holistic process perspective. Technological Forecasting and Social Change, 124, 332–342.
Preacher, K. J., & Hayes, A. F. (2004). SPSS and SAS procedures for estimating indirect effects in simple mediation models. Behavior Research Methods, Instruments, & Computers, 36(4), 717–731.
Rasheed, F. A., & Abadi, M. F. (2014). Impact of service quality, trust and perceived value on customer loyalty in Malaysia services industries. Procedia-Social and Behavioral Sciences, 164, 298–304.
Reichheld, F. F., & Schefter, P. (2000). E-loyalty: your secret weapon on the web. Harvard Business Review, 78(4), 105–113.
Ribbink, D., van Riel, A. C. R., Liljander, V., & Streukens, S. (2004). Comfort your online customer: quality, trust and loyalty on the internet. Managing Service Quality: An International Journal, 14(6), 446–456. https://doi.org/10.1108/09604520410569784
Roberts, K., Varki, S., & Brodie, R. (2003). Measuring the quality of relationships in consumer services: an empirical study. European Journal of Marketing.
Royvan Ghani, 11311506. (2018). Peran Perantara E-Kepuasan dan E-Kepercayaan Pada Pengembangan E-Loyalitas Dalam Konteks Bisnis Online pada Pembelanja Online Wanita. Universitas Islam Indonesia.
Rychalski, A., & Hudson, S. (2017). Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service context. Journal of Business Research, 71, 84–91.
Sarstedt, M., Hair, J. F., Nitzl, C., Ringle, C. M., & Howard, M. C. (2020). Beyond a tandem analysis of SEM and PROCESS: Use of PLS-SEM for mediation analyses! International Journal of Market Research, 62(3), 288–299. https://doi.org/10.1177/1470785320915686
Sharma, G., & Lijuan, W. (2015). The effects of online service quality of e-commerce Websites on user satisfaction. The Electronic Library.
Silva, K. A., & Yapa, S. (2013). Customer retention: with special reference to telecommunication industry in Sri Lanka.
Singh, J., & Sirdeshmukh, D. (2000). Agency and trust mechanisms in consumer satisfaction and loyalty judgments. Journal of the Academy of Marketing Science, 28(1), 150–167.
Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer trust, value, and loyalty in relational exchanges. Journal of Marketing, 66(1), 15–37.
Swan, J. E., Bowers, M. R., & Richardson, L. D. (1999). Customer trust in the salesperson: An integrative review and meta-analysis of the empirical literature. Journal of Business Research, 44(2), 93–107.
Taylor, S. A., & Baker, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers’ purchase intentions. Journal of Retailing, 70(2), 163–178.
Walker, R. H., Johnson, L. W., & Leonard, S. (2006). Re‐thinking the conceptualization of customer value and service quality within the service‐profit chain. Managing Service Quality: An International Journal.
Wong, A., Dean, A., & White, C. (1999). The impact of service quality on customer loyalty in the hospitality industry. International Journal of Customer Relationship Management, 81–89.
Wu, L. (2013). The antecedents of customer satisfaction and its link to complaint intentions in online shopping: An integration of justice, technology, and trust. International Journal of Information Management, 33(1), 166–176.
Yeo, V. C. S., Goh, S. K., & Rezaei, S. (2017). Consumer experiences, attitude and behavioral intention toward online food delivery (OFD) services. Journal of Retailing and Consumer Services, 35(July 2016), 150–162. https://doi.org/10.1016/j.jretconser.2016.12.013
Zeithaml, V A, Wilson, A., & Bitner,blo M. J. (2008). Services marketing.. New Delhi. The McGraw-Hill Companies.
Zeithaml, Valarie A. (2000). Service quality, profitability, and the economic worth of customers: what we know and what we need to learn. Journal of the Academy of Marketing Science, 28(1), 67–85.
Zeithaml, Valarie A, Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: a critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362–375.
Zia, A. (2015). Transformational leadership a study of banking sector in Saudi Arabia. Global Journal of Management And Business Research.
References
Ball, D., Coelho, P. S., & Machás, A. (2004). The role of communication and trust in explaining customer loyalty: An extension to the ECSI model. European Journal of Marketing.
Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical service encounters: The employee’s viewpoint. Journal of Marketing, 58(4), 95–106.
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: diagnosing favorable and unfavorable incidents. Journal of Marketing, 54(1), 71–84.
Bloemer, J., De Ruyter, K. O., & Wetzels, M. (1999). Linking perceived service quality and service loyalty: a multi‐dimensional perspective. European Journal of Marketing.
Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A dynamic process model of service quality: from expectations to behavioral intentions. Journal of Marketing Research, 30(1), 7–27.
Chen, H., Liu, J. Y., Sheu, T. S., & Yang, M. (2012). The impact of financial services quality and fairness on customer satisfaction. Managing Service Quality: An International Journal.
Chin, W. W., Peterson, R. A., & Brown, S. P. (2008). Structural equation modeling in marketing: Some practical reminders. Journal of Marketing Theory and Practice, 16(4), 287–298.
Choi, E. K., Wilson, A., & Fowler, D. (2013). Exploring customer experiential components and the conceptual framework of customer experience, customer satisfaction, and actual behavior. Journal of Foodservice Business Research, 16(4), 347–358.
Coyle, J. J., Bardi, E. J., & Langley, C. J. (1992). The Managament of Business Logistics, West Publlishingn Company. St. Paul.
Devita, F. (2019). Pelayanan Mengecewakan dari Shopee - Media Konsumen.
Dewantara, C. F. C. (2015). Analisis Dampak Penggunaan Situs Bukalapak. com Terhadap Perilaku Pembelian Pada Komunitas Samarinda Photographer. Tersedia Di Http://Ejournal. Ilkom. Fisip-Unmul. Ac. Id/Site/Wpcontent/Uploads/2015/06/Jurnal% 20cesar% 20done% 20untuk% 20dprint% 20selesai% 20j Umat, 20, 6–26.
Fang, Y., Chiu, C., & Wang, E. T. G. (2011). Understanding customers’ satisfaction and repurchase intentions: An integration of IS success model, trust, and justice. Internet Research.
Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experifence. Journal of Marketing, 56(1), 6–21.
Franedya, R. (2019). Ini Toko Online yang Paling Sering Dikunjungi Orang RI.
Ganguli, S., & Roy, S. K. (2011). Generic technology‐based service quality dimensions in banking: Impact on customer satisfaction and loyalty. International Journal of Bank Marketing.
George, A., & Kumar, G. S. G. (2014). Impact of Service Quality Dimensions in Internet Banking on Customer Satisfaction. Decision, 41(1), 73–85.
Ghozali, I. (2014). Structural Equation Modelling (SEM) metode alternative dengan Partial Least Square. Penerbit Universitas Diponegoro.
Goff, B. G., Boles, J. S., Bellenger, D. N., & Stojack, C. (1997). The influence of salesperson selling behaviors on customer satisfaction with products. Journal of Retailing, 73(2), 171–183.
Grönroos, C. (1984). A service quality model and its marketing implications. European Journal of Marketing.
Grönroos, C. (2001). The perceived service quality concept–a mistake? Managing Service Quality: An International Journal.
Gustafsson, A., Johnson, M. D., & Roos, I. (2005). The effects of customer satisfaction, relationship commitment dimensions, and triggers on customer retention. Journal of Marketing, 69(4), 210–218.
Hair Jr, J. F., Hult, G. T. M., Ringle, C., & Sarstedt, M. (2016). A primer on partial least squares structural equation modeling (PLS-SEM). Sage publications.
Hair, J. F., Sarstedt, M., Ringle, C. M., & Mena, J. A. (2012). An assessment of the use of partial least squares structural equation modeling in marketing research. Journal of the Academy of Marketing Science, 40(3), 414–433. https://doi.org/10.1007/s11747-011-0261-6
Han, H., & Hyun, S. S. (2017). Impact of hotel-restaurant image and quality of physical-environment, service, and food on satisfaction and intention. International Journal of Hospitality Management, 63, 82–92.
Hashmi, A. R., & Zia, A. (2020). customer relationship towards boundary spanner in-store (bakhala): a Saudi perspective. Academy of Marketing Studies Journal, 24(2), 1–8.
Henseler, J., Ringle, C. M., & Sinkovics, R. R. (2009). The use of partial least squares path modeling in international marketing. In New challenges to international marketing. Emerald Group Publishing Limited.
Hossain, S. F. A., Shan, X., Musa, M., & Rahman, P. (2020). Social media and increased venture creation tendency with innovative ideas: the case of female students in Asia. In Handbook of research on managerial practices and disruptive innovation in Asia (pp. 194–209). IGI Global.
Izogo, E. E. (2015). Customers’ service quality perception in automotive repair. African Journal of Economic and Management Studies.
Kundu, S., & Datta, S. K. (2015). Impact of trust on the relationship of e-service quality and customer satisfaction. EuroMed Journal of Business, 10(1), 21–46. https://doi.org/10.1108/EMJB-10-2013-0053
Lau, G. T., & Lee, S. H. (1999). Consumers’ trust in a brand and the link to brand loyalty. Journal of Market-Focused Management, 4(4), 341–370.
Lee, J.-H., Kim, H.-D., Ko, Y. J., & Sagas, M. (2011). The influence of service quality on satisfaction and intention: A gender segmentation strategy. Sport Management Review, 14(1), 54–63.
Liang, C.-J., & Wang, W.-H. (2004). Attributes, Benefits, Customer Satisfaction and Behavioral Loyalty--An Integrative Research of Financial Services Industry In Taiwan. Journal of Services Research, 4(1).
Madiawati, P. N., Pradana, M., & Miranda, S. (2021). Effects of Service Quality, Value Perception and Loyalty on Customer Satisfaction: Case of a Local Restaurant In South Bandung, Indonesia. Jurnal Bisnis Dan Manajemen, 22(1), 19–29.
Martínez, P., & Del Bosque, I. R. (2013). CSR and customer loyalty: The roles of trust, customer identification with the company and satisfaction. International Journal of Hospitality Management, 35, 89–99.
Mascarenhas, O. A., Kesavan, R., & Bernacchi, M. (2006). Lasting customer loyalty: a total customer experience approach. Journal of Consumer Marketing.
Mohsin Butt, M., & Aftab, M. (2013). Incorporating attitude towards Halal banking in an integrated service quality, satisfaction, trust and loyalty model in online Islamic banking context. International Journal of Bank Marketing, 31(1), 6–23. https://doi.org/10.1108/02652321311292029
Namkung, Y., & Jang, S. C. S. (2010). Effects of perceived service fairness on emotions, and behavioral intentions in restaurants. European Journal of Marketing.
Nyadzayo, M. W., & Khajehzadeh, S. (2016). The antecedents of customer loyalty: A moderated mediation model of customer relationship management quality and brand image. Journal of Retailing and Consumer Services, 30, 262–270.
Olorunniwo, F., Hsu, M. K., & Udo, G. J. (2006). Service quality, customer satisfaction, and behavioral intentions in the service factory. Journal of Services Marketing.
Palmatier, R. W., Scheer, L. K., Houston, M. B., Evans, K. R., & Gopalakrishna, S. (2007). Use of relationship marketing programs in building customer–salesperson and customer–firm relationships: Differential influences on financial outcomes. International Journal of Research in Marketing, 24(3), 210–223.
Papadopoulou, P., Andreou, A., Kanellis, P., & Martakos, D. (2001). Trust and relationship building in electronic commerce. Internet Research.
Parasuraman, A, Zeithaml, V. A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. 1988, 64(1), 12–40.
Parasuraman, Ananthanarayanan, Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233.
Parasuraman, Anantharanthan, Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41–50.
Pavlou, P. A. (2003). Consumer acceptance of electronic commerce: Integrating trust and risk with the technology acceptance model. International Journal of Electronic Commerce, 7(3), 101–134.
Pérez, A., & Del Bosque, I. R. (2015). An integrative framework to understand how CSR affects customer loyalty through identification, emotions and satisfaction. Journal of Business Ethics, 129(3), 571–584.
Pham, T. S. H., & Ahammad, M. F. (2017). Antecedents and consequences of online customer satisfaction: A holistic process perspective. Technological Forecasting and Social Change, 124, 332–342.
Preacher, K. J., & Hayes, A. F. (2004). SPSS and SAS procedures for estimating indirect effects in simple mediation models. Behavior Research Methods, Instruments, & Computers, 36(4), 717–731.
Rasheed, F. A., & Abadi, M. F. (2014). Impact of service quality, trust and perceived value on customer loyalty in Malaysia services industries. Procedia-Social and Behavioral Sciences, 164, 298–304.
Reichheld, F. F., & Schefter, P. (2000). E-loyalty: your secret weapon on the web. Harvard Business Review, 78(4), 105–113.
Ribbink, D., van Riel, A. C. R., Liljander, V., & Streukens, S. (2004). Comfort your online customer: quality, trust and loyalty on the internet. Managing Service Quality: An International Journal, 14(6), 446–456. https://doi.org/10.1108/09604520410569784
Roberts, K., Varki, S., & Brodie, R. (2003). Measuring the quality of relationships in consumer services: an empirical study. European Journal of Marketing.
Royvan Ghani, 11311506. (2018). Peran Perantara E-Kepuasan dan E-Kepercayaan Pada Pengembangan E-Loyalitas Dalam Konteks Bisnis Online pada Pembelanja Online Wanita. Universitas Islam Indonesia.
Rychalski, A., & Hudson, S. (2017). Asymmetric effects of customer emotions on satisfaction and loyalty in a utilitarian service context. Journal of Business Research, 71, 84–91.
Sarstedt, M., Hair, J. F., Nitzl, C., Ringle, C. M., & Howard, M. C. (2020). Beyond a tandem analysis of SEM and PROCESS: Use of PLS-SEM for mediation analyses! International Journal of Market Research, 62(3), 288–299. https://doi.org/10.1177/1470785320915686
Sharma, G., & Lijuan, W. (2015). The effects of online service quality of e-commerce Websites on user satisfaction. The Electronic Library.
Silva, K. A., & Yapa, S. (2013). Customer retention: with special reference to telecommunication industry in Sri Lanka.
Singh, J., & Sirdeshmukh, D. (2000). Agency and trust mechanisms in consumer satisfaction and loyalty judgments. Journal of the Academy of Marketing Science, 28(1), 150–167.
Sirdeshmukh, D., Singh, J., & Sabol, B. (2002). Consumer trust, value, and loyalty in relational exchanges. Journal of Marketing, 66(1), 15–37.
Swan, J. E., Bowers, M. R., & Richardson, L. D. (1999). Customer trust in the salesperson: An integrative review and meta-analysis of the empirical literature. Journal of Business Research, 44(2), 93–107.
Taylor, S. A., & Baker, T. L. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of consumers’ purchase intentions. Journal of Retailing, 70(2), 163–178.
Walker, R. H., Johnson, L. W., & Leonard, S. (2006). Re‐thinking the conceptualization of customer value and service quality within the service‐profit chain. Managing Service Quality: An International Journal.
Wong, A., Dean, A., & White, C. (1999). The impact of service quality on customer loyalty in the hospitality industry. International Journal of Customer Relationship Management, 81–89.
Wu, L. (2013). The antecedents of customer satisfaction and its link to complaint intentions in online shopping: An integration of justice, technology, and trust. International Journal of Information Management, 33(1), 166–176.
Yeo, V. C. S., Goh, S. K., & Rezaei, S. (2017). Consumer experiences, attitude and behavioral intention toward online food delivery (OFD) services. Journal of Retailing and Consumer Services, 35(July 2016), 150–162. https://doi.org/10.1016/j.jretconser.2016.12.013
Zeithaml, V A, Wilson, A., & Bitner,blo M. J. (2008). Services marketing.. New Delhi. The McGraw-Hill Companies.
Zeithaml, Valarie A. (2000). Service quality, profitability, and the economic worth of customers: what we know and what we need to learn. Journal of the Academy of Marketing Science, 28(1), 67–85.
Zeithaml, Valarie A, Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: a critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362–375.
Zia, A. (2015). Transformational leadership a study of banking sector in Saudi Arabia. Global Journal of Management And Business Research.
Bitner, M. J., Booms, B. H., & Mohr, L. A. (1994). Critical service encounters: The employee’s viewpoint. Journal of Marketing, 58(4), 95–106.
Bitner, M. J., Booms, B. H., & Tetreault, M. S. (1990). The service encounter: diagnosing favorable and unfavorable incidents. Journal of Marketing, 54(1), 71–84.
Bloemer, J., De Ruyter, K. O., & Wetzels, M. (1999). Linking perceived service quality and service loyalty: a multi‐dimensional perspective. European Journal of Marketing.
Boulding, W., Kalra, A., Staelin, R., & Zeithaml, V. A. (1993). A dynamic process model of service quality: from expectations to behavioral intentions. Journal of Marketing Research, 30(1), 7–27.
Chen, H., Liu, J. Y., Sheu, T. S., & Yang, M. (2012). The impact of financial services quality and fairness on customer satisfaction. Managing Service Quality: An International Journal.
Chin, W. W., Peterson, R. A., & Brown, S. P. (2008). Structural equation modeling in marketing: Some practical reminders. Journal of Marketing Theory and Practice, 16(4), 287–298.
Choi, E. K., Wilson, A., & Fowler, D. (2013). Exploring customer experiential components and the conceptual framework of customer experience, customer satisfaction, and actual behavior. Journal of Foodservice Business Research, 16(4), 347–358.
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