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Purpose — This study aims to analyze the roles of e-service quality and e-recovery service quality on e-satisfaction in the mobile banking app. Method — The research method was conducted quantitatively using a descriptive-analytic method and verification analysis. A survey was conducted using a questionnaire instrument with 400 samples of active Indonesian mobile banking users. The collected data were analyzed using multiple regression analysis. Result — This study found that e-service quality and e-recovery service played a significant role in influencing the e-satisfaction of the users, both simultaneously and partially. The role of these two competencies is positive, indicating the progressive impact of e-service quality and e-recovery service quality on the users' e-satisfaction. Contribution — This research makes a significant academic contribution by providing valuable insights into the intricacies of e-service quality and e-recovery service quality concepts and their coherence with customer satisfaction in the context of marketing services, while also offering relevant and updated insights into the mobile banking subsector within the digital business landscape.

Business providers are always concerned about maintaining and increasing customer satisfaction and trust because they are crucial for positive word of mouth, revisit intentions, and loyalty, which are necessary for long-term success in today's customer-focused industry. This study investigates the dimensions tourists use to evaluate eservice quality and their relationship to E-Loyalty and revisits intention among international tourists visiting Kashmir. The study utilized structural equation modeling (SEM) analysis to investigate whether E-Satisfaction and E-Trust mediate in the understudy relationships. The data was collected from 194 international tourists. The study findings have important implications and guidelines for developing E-Service Quality are discussed. [ABSTRACT FROM AUTHOR]

Penelitian ini bertujuan untuk menguji kekuatan pengaruh dari e-service quality dan e-trust terhadap e-satisfaction pengguna Grab-Food dari Generasi Z. Penelitian ini melibatkan 98 responden pada usia lebih dari 12 tahun. Terdiri dari 89 perempuan dan 9 laki-laki. Penelitian ini menggunakan uji regresi dengan multiple regression sebagai teknik analisis data. Hasil analisis uji regresi menunjukkan bahwa e-service quality berpengaruh positif dan signifikan terhadap e-satisfaction (p

This study aims to determine how the influence of customer experience dimensions includes functionality factors and psychological factors on e-satisfaction, trust in sellers, and repurchase intentions by involving the perceived effectiveness of e-commerce institutional mechanisms (PEEIM). The sampling technique used purposive sampling with two research objects in Yogyakarta and Semarang. The number of samples is 208 respondents. Data was collected using a questionnaire instrument distributed online and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM). The results showed that the variables of usability, communication, trust in the seller, and context familiarity had a positive effect on e-satisfaction. Social presence, product presence, interactivity, and value for money do not affect e-satisfaction. PEEIM positively affects trust in the seller. e-satisfaction directly or indirectly affects repurchase intentions. Further research is directed to develop a research model with a more detailed object focus to get a more comprehensive understanding, for example, by comparing the types of experience products and search products.

This research examines the effects of usability, information quality, and service interaction on e-loyalty mediated by e-satisfaction on Hallobumil application users. This study shows that usability, information quality, and service interaction on the Hallobumil application has a positive effect on user e-satisfaction. Meanwhile, usability and information quality variables don't directly effect but have a positive effect mediated by e-satisfaction. The service interaction variable has an effect on e-loyalty both directly and mediated by e-satisfaction. [ABSTRACT FROM AUTHOR]

This study aims to prove and analyze the effect of e-service quality on e-loyalty, both directly and indirectly through e-satisfaction and e-trust of e-commerce users. The unit of analysis used was e-commerce users (Tokopedia, Shopee, Bukalapak, Lazada, Blili) in the DKI Jakarta area. The method used was a quantitative method with a sample of 200 respondents, data processing using the structural equation model method. The results of the analysis show that e-service quality directly or indirectly has a positive effect on e-loyalty through e-satisfaction and e-trust. Other results show that e-satisfaction and e-trust are partial mediating on the effect of e-service quality on e-loyalty. However, mediating e-satisfaction on the effect of e-service quality on e-loyalty has the greatest influence, when compared to the direct effect of e-service quality on e-loyalty and the indirect effect through e-trust. The research implication was an increase in e-loyalty, especially an increase in purchase intention of e-commerce users was by increasing e-satisfaction, especially increasing convenience, where e-satisfaction can be increased if e-commerce companies were able to improve eservice quality, especially increasing fulfillment of e-users commerce. [ABSTRACT FROM AUTHOR]

Copyright of Indonesian Journal of Business & Entrepreunership is the property of IPB University 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 abstract 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 abstract. (Copyright applies to all Abstracts.)

This study analysed the mechanism to generate e-loyalty among customers through e-service quality regarding OFD (OFD) apps. It examined the indirect influence of e-service quality on e-loyalty through the mediation of e-trust and e-satisfaction of customers. The serial mediation approach was used to test the proposed model of the study. Data was obtained through a self-administered structured questionnaire filled by 261 respondents from north India. The model hypotheses were tested by applying variance-based partial least squares in software SmartPLS 3. All the results were found to be statistically significant, and all proposed hypotheses were accepted. The results revealed that e-service quality positively contributed to building e-loyalty among customers of OFD apps. Furthermore, the results of the mediation effect suggested that e-trust and e-satisfaction strengthened the relationship between e-service quality and customers’ e-loyalty and therefore, that restaurants using OFD apps should try to provide the best online services to build trust along with satisfaction among their customers to increase loyalty to their online platforms. Theoretical implications for scholars and practical implications for the marketer are discussed. [ABSTRACT FROM AUTHOR]

The recent internet development and technology have changed people's perspectives of online shopping. Not only consumers only use the marketplace to purchase but also to compare price, quality, benefit, features, or after-sales services that a company provides. This research aims to determine the effect of brand equity, e-brand experience, and web entertainment on consumer satisfaction and loyalty. This quantitative study uses the Structural Equation Model method, data processing, and analysis using SPSS 24 and Lisrel 88 software. The respondents in this research are 207 millennial generations in Indonesia and have filled out questionnaires distributed online through Google Forms. The result of this study indicates that perceived quality, brand association, e-brand experience, and web entertainment variables affect the e-satisfaction variable. Esatisfaction variable has a substantial impact on the e-loyalty variable in the marketplace. In contrast, the brand awareness variable does not affect the e-satisfaction variable. The managerial implication given from this research to marketplace management in Indonesia is to improve the quality, level of entertainment, and performance of the marketplace to increase consumer satisfaction. This consumer satisfaction will increase consumer loyalty to the market they use. [ABSTRACT FROM AUTHOR]

Background: Online health communities (OHCs) are becoming effective platforms for people to seek health information. Existing studies divide health information into general and specific information in OHCs. However, few studies discuss the effects of different types of information seeking in OHCs on users' electronic satisfaction (e-satisfaction). Objective: This study explores the effects of general and specific information seeking on users' e-satisfaction with OHCs through the mediating roles of perceived benefits and costs drawing on the social information processing theory and the social exchange theory. Methods: This study conducted an online survey to collected data from individuals who used OHCs to seek information. The structural equation model was used to analyze the collect data and the research model. Specifically, this study examined the common method bias and conducted a robustness check. Results: Results show that general and specific information seeking affect e-satisfaction through the mediating roles of perceived benefits and costs. An interesting result is that general information seeking has a stronger effect on e-satisfaction than specific information seeking. Conclusions: This study suggests that e-satisfaction should be further enhanced by information seeking as online healthcare practices evolve and change. Managers of OHCs should focus on increasing users' perceived benefits, thereby increasing their e-satisfaction. Besides, this study discusses implications, limitations, and future research directions. [ABSTRACT FROM AUTHOR]

This study examines the effect of the e-shopping experience towards e-loyalty mediated by e-trust and e-satisfaction on e-commerce fashion in Surabaya city. This research is explanatory research with a quantitative approach which collects data by distributing questionnaires to 150 respondents. The data were analyzed using structural equation modeling partial least squares (SEM-PLS). The results of this study indicate that the e-shopping experience has a significant effect on e-loyalty. The study also found that the e-shopping experience significantly impacts e-trust and e-satisfaction. E-trust has no significant effect on e-loyalty, while e-satisfaction affects e-loyalty. E-trust can not mediate the relationship between the e-shopping experience and e-loyalty. Meanwhile, e-Satisfaction can mediate the relationship between the e-shopping experience and e-loyalty. From this research, it is suggested that e-commerce fashion companies can provide a good shopping experience to encourage satisfaction and impact customer loyalty. [ABSTRACT FROM AUTHOR]

Buying product or services online has become a common practice among millions of people around the world. In this process, it is a matter of curiosity what factors affect the behavioral intentions of consumers. The purpose of this study to examine the effect of E-Trust, E-Satisfaction and E-Loyalty on Consumer Behavioral Intentions dimensions (purchase intentions, word of mouth communication and complaining intention). The study is a quantitative study and the online questionnaire form was used as data collecting tool. In the study, convenience sampling methods were used and the data were collected via an online questionnaire on Google Forms. The study was carried out on 239 participants. SPSS 21 was used to analyze the data. The regression analys was applied to examine to our research hypotheses. According to the results of the research, it was determined that e-trust, e-satisfaction and e-loyalty had a positive effect on word of mouth communicaiton, e-loyalty had a positive effect on purchase intention, e-satisfaction and e-loyalty had a negative effect on complaining intention.

The study aims to explore the predictors of customers' online shopping attitudes and their influence on customers' e-satisfaction, behavioral intention, and continuance intention to use online shopping applications during coronavirus outbreaks. A unique integrated model was validated by incorporating the expectation-confirmation model, Health Belief Model, and technology acceptance model, along with psychological (i.e., perceived threats), situational (e.g., physical distance), and the interactive technological feedback-related variables (i.e., online review). The data were collected from 410 respondents and analyzed by Structural Equation Modeling using SMART PLS3. The results depicted that attitude is predicted by usefulness and ease of use, while the behavioral intention was predicted by online review, physical distance, perceived threats, ease of use, usefulness, and attitudes. Moreover, the customers' expectation's confirmation influences e-satisfaction and usefulness. Similarly, the ease of use, usefulness and attitudes, e-satisfaction, and intention predicted continuance intention. Besides, behavioral intention mediated the influence of online review, ease of use, usefulness, threats, and physical distance except attitudes on continuance intention. Finally, usefulness and e-satisfaction mediate the influence of confirmation on continuance intention. The study contributes to the existing literature integrating psychological, situational, and interactive technological feedback-related variables into expectation confirmation theory, Health Belief Model, and technology acceptance model. [ABSTRACT FROM AUTHOR]

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. [ABSTRACT FROM AUTHOR]

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%. [ABSTRACT FROM AUTHOR]

Ce travail scientifique se veut une tentative pour expliquer aux chercheurs dans le domaine du « Marketing et de la science sociale » les démarches à suivre pour tester l’effet de la médiation à travers l’approche de « Bootstrapping » recommandée par Preacher et Hayes (2008). Les données recueillies auprès de cent (100) acheteurs sur les sites d’achat groupé en Tunisie et analysées par le logiciel SmartPLS3, démontrent que le niveau de la « e-satisfaction » a un effet de médiation partielle sur la force de la relation entre les marques de « Deal » et la fidélité comportementale de leurs clients sous la forme du bouche à oreille positif (e-BAO), illustrant la pertinence de cette approche ainsi que l’importance des variables traitées pour une meilleure compréhension du comportement du consommateur et de l’acheteur en ligne. This academic work is an attempt to explain to researchers in the field of "Marketing" the steps to follow in order to test the effect of mediation through the "Bootstrapping" approach recommended by Preacher and Hayes (2008). The data collected from one hundred (100) buyers on the group buying web sites in Tunisia and analyzed by SmartPLS 3 software, shows that the level of "e-satisfaction" has a partial mediating effect on the strength of the relationship between "Deal" brands and the behavioral loyalty of their customers (positive e-WOM), illustrating the relevance of this approach as well as the importance of the variables treated for a better understanding of consumer and buyer online behavior.

Customer satisfaction is a field widely researched in marketing for its influence on the success of companies, but it is also a challenge for e-retailers who must understand and manage the user experience, as well as the changing trends in the buying behavior of their customers. This is why it is important to know what factors influence online shopping satisfaction or e-satisfaction and how to measure it. To achieve this objective, this research develops a structured literature review in which the main scales used in the e-retail sector are identified. [ABSTRACT FROM AUTHOR]

This study examines the antecedents to repeat usage intentions (RUI) of online-to-offline (O2O) food delivery (OFD) services using an integrated framework of Uses and Gratification Theory (UGT) and Unified Theory of Adoption and Usage of Technology 2 (UTAUT 2). Considering the increasing influence of online review(s) (ORVs) and online rating(s) (ORTs) in e-commerce, their moderation effect on the satisfied consumers' RUI has also been examined. Partial Least Squares-Structural Equation Modeling (PLS-SEM) has been applied to assess the hypotheses and structural model. The analysis of the data collected through an online survey of 532 respondents from two tier-II cities revealed that delivery experience (DE) and time-saving orientation (TSO) are the gratifications critical to OFD usage intentions (UI). While performance expectancy (PE), effort expectancy (EE), facilitating conditions (FC), and hedonic motivations (HM) affected e-satisfaction (e-SAT), the e-SAT and UI significantly affected RUI. The negative moderation impact of bandwagoning on satisfied consumers' RUI reflects discrepancies in posted ORTs/ORVs and personal experience. Relevant managerial inferences will help OFD service providers adjust strategies to make OFD services more sustainable and consumer-centric. This study makes several theoretical contributions as well. [ABSTRACT FROM AUTHOR]

Despite a plethora of research studies on service quality, in general, and electronic (e) service quality, in particular, studies often focus on either understating the dimensions of e-service quality or its direct relationship with other variables such as customer e-satisfaction, e-trust, and e-loyalty. This study developed a comprehensive theoretical model to examine both direct and indirect influence of e-service quality on the e-loyalty of hotel customers in their usage of online travel agencies (OTAs). The research examines the mediating effect of e-trust and e-satisfaction in the relationship between e-service quality and e-loyalty. The research adopted a quantitative approach through a questionnaire survey for data collection from hotel customers who adopt OTAs for choosing their hotel services. Data collected from the questionnaires were analyzed using structural equation modeling (SEM). The results confirmed all direct relationships among e-service quality, e-trust, e-satisfaction, and e-loyalty. However, the results did not confirm a mediating role of either e-trust or e-satisfaction in the relationship between e-service quality and e-loyalty. Nonetheless, the results interestingly showed that both variables (trust and e-satisfaction) have a mediating role in the relationship between e-service quality and e-loyalty. The results of this research have numerous implications for senior tourism marketers, as well as marketing scholars. [ABSTRACT FROM AUTHOR]

The headway of the Internet technology has made e-commerce easier and has changed the way the customers and companies behave. Recent data indicates that the food industry has quickly risen to the top of the most popular Internet purchasing categories. Even in the post-pandemic world, the restriction on activities outside the home to purchase essentials incited the technocrat customers to buy meals online. The intense competition and growth present the restaurants with both a chance and a difficulty; thus, to succeed in this difficult climate, having loyal consumers is essential. Past research in the restaurant industry shows that e-service quality has considerable impact on the customer experience. However, there does not seem to be much literature discussing how the e-service quality affects client loyalty online, in the context of OFD services. This study investigates and assesses the direct impact of e-service quality and customer satisfaction and loyalty towards online food delivery (OFD) services. A survey was conducted among the millennials using a structured questionnaire framed with the help of prior studies in this area. Simple correlation and regression were used to analyse the data, and the study confirms that there is a significant positive influence of e-service quality on e-satisfaction and e-loyalty. [ABSTRACT FROM AUTHOR]

The research paper aims to examine the role of online destination image as communicated through various online tourismrelated platforms and its impact on e-satisfaction of international tourists visiting Jordan. The questionnaire was distributed to international tourists in Jordan hotels of capital city Amman. A total of 300 international tourists completed a survey that was conducted at Jordan hotels of capital city Amman. Using structural equation modeling (SEM) technique, confirmatory Factor Analysis (CFA) was performed to examine the reliability and validity of the measurement, and the structural equation modeling techniques (Amos 20.0) were used to evaluate the casual model. Results of the study demonstrate the strong predictive power and explain of E-satisfaction of international tourists. The results of study found that the privacy and security, customization, value of information, and ease of use have a significant positive and direct impact on E-satisfaction (H2, H3, H6, and H8). While, website design, information availability, reliability, and interaction quality have insignificant positive and direct impact on E-satisfaction (H1, H4, H5, and H7). [ABSTRACT FROM AUTHOR]

Purpose – This study was designed to specifically explore confirmation and perceived usefulness associated with mobile food ordering apps (MFOAs) in consideration of their impacts upon attitudes, satisfaction and intention to continuously use. Design/methodology/approach – The research utilized the convenience sampling to gather data from 250 respondents having prior experience with MFOAs during COVID-19 pandemic period in Bangladesh. The Structural Equation Modeling technique was applied to analyze the data using SmartPLS 3 software. Findings – This study's results showed that customers' perceived confirmation and usefulness were significant in determining their dinning attitudes. Besides, customers' dining attitudes were positively related to e-satisfaction. Finally, the customers’ continuance intention to use MFOAs was significantly influenced by their e-satisfaction. Research limitations/implications – Restaurants managers should focus on online sales through MFOAs during the pandemic period since social distancing is a key strategy to manage COVID-19. Customers should be assured that the safety measures are undertaken while delivering the food. Originality/value – This study incorporated the expectation-confirmation theory and technology acceptance model and tested it in the context of MFOAs.

This paper analyzes the satisfaction of bank clients with the internet banking services in the Republic of Serbia. The aim of the research is to measure the actual level of satisfaction of the domestic banks clients with the internet banking services and to determine the connection between satisfaction and internet banking and its main determinants. The research was conducted through a questionnaire, and 193 respondents took part. The obtained answers were processed using descriptive static analysis, reliability analysis of research variables, correlation analysis, and multivariate regression analysis. By analyzing the relevant literature, efficiency, safety and privacy, accessibility, response and costs were determined as independent variables, while satisfaction was used as a dependent variable. The research results show that the strongest influence on the bank clients satisfaction has the efficiency factor, followed by the response, security, and privacy, while accessibility and costs do not have a statistically significant impact on the internet banking users satisfaction.

Online retailers are providing customized logistics service to meet heterogeneous customer demand. However, the value of customized logistics service is not clear. We study conceptually and empirically how customized logistics service influences online customer post-purchase behavior, specifically e-satisfaction and e-loyalty. Primary data on customized logistics service were collected from an online field study involving direct observation. Secondary data on e-satisfaction and e-loyalty were collected from Bizrate.com. We used hierarchical multiple regression analyses and constrained nonlinear regression for empirical analysis. The results indicate that customized logistics service contributes significantly to e-satisfaction and, in turn, to e-loyalty. Furthermore, shipping rates significantly moderate the indirect effect of customized logistics service on e-loyalty through e-satisfaction. This research contributes to the understanding of the nature and consequences of customized logistics service in online retailing. Our findings underscore the effect of customized logistics service on e-satisfaction and e-loyalty, and the critical moderation effects of shipping rate on these relationships. Results from this study hold implications for the way online service operations managers employ logistics service strategy. [ABSTRACT FROM AUTHOR]

This study explores the major determinants of feedback on shopping satisfaction. This research is essential to provide empirical evidence about the factors that can ensure customer satisfaction and loyalty. By surveying respondents that are users of e-commerce website services, this study uses the construct validity test using the Partial Least Square (PLS) method with SmartPLS software application version 2.0. The results explain the visual involvement variable does not correlate with customer satisfaction and loyalty. The interactivity website variable has a strong relationship with customer satisfaction and loyalty. Therefore, customers need service communication interactivity for service providers and merchants. This research contributes to the development of consumer experience theory and online consumer experience.

Internet services that were introduced in 1993 have an impact on behavior change and the ways of consumer decisions making. On the other hand, the emergence of various developments in information technology, connectivity and smartphones are also slowly able to change the way of consumers for meet the needs of a product or service. This research was conducted for intention to examine the effect of e-service quality on e-satisfaction and implications on B2C consumer repurchase online. Data was taken using an online questionnaire and distributed to B2C consumers with the last amount of data collected as many as 312 questionnaires and then be analyzed using the partial least square method. The results of the analysis show that e-service quality provides a significant positive effect on e-satisfaction and online repurchase for B2C consumers. In other results show e-satisfaction has a significant effect on online repurchase and is able to be a partial mediator of the relationship of e-service quality with online repurchase of B2C consumers.

Changing the habits of modern society and the influence of social media into a big opportunity for the small food and beverage industry, by marketing products through Go-Food, the seller in the sense of restaurants or micro-businesses can reach consumers more broadly, this research wants to know the factors that influence perceptions consumers in shaping buying interest by testing the purchase intention factor with the variable usability application, service quality and e-satisfaction, testing is conducted on 130 respondents with a sampling technique using purposive sampling and using the equation modelling (SEM) measurement method and the results are obtained that the purchase intention factor influenced by the ease of use, level of service and electronic satisfaction felt by consumers.

The online trading system allows traders to enter orders directly into the system via electronic media immediately and directly. This condition will affect the level of customer satisfaction while increasing customer loyalty. This research examines financial behavior in terms of satisfaction, trust, and loyalty in the use of an online trading system in the Indonesian stock exchange. Data was collected through an electronic questionnaire for the Indonesia Stock Exchange investors using convenience sampling. As many as 255 respondent data were obtained and processed using PLS-SEM (Structural Equation Modeling-Partial Least Square) approach. The results show that financial behavior, e-trust, e-satisfaction have an effect on the creation of e-loyalty of online trading system users in the Indonesia Stock Exchange. This suggests that the online trading system providers must improve their system's perceived satisfaction, including the features of advice and support in making purchasing decisions.

Consumers may have high expectations in terms of after-sales services in online shopping carried out through e-commerce sites. Online shopping sites desiring to create satisfaction and loyalty, try to create a value chain between the business and its customers by meeting customer expectations. The after-sales service conditions of the online shopping sites that consumers frequently visit were examined with this research. Accordingly, the effects of customer service, shipping/tracking and return/cancellation conditions on e-satisfaction and e-loyalty levels were determined. The sample of the study consists of 418 online shopping consumers, who are referred to as generation Y. Firstly, research data were subjected to descriptive statistics. Then, reliability and validity analyzes were performed. Finally, confirmatory factor analysis (CFA) and PATH analysis were applied. According to the research findings, it has been determined that after-sales service conditions such as customer service, shipping/tracking, return/cancellation has an effect on e-loyalty with the mediating role of e-satisfaction. [ABSTRACT FROM AUTHOR]

Copyright of Buletin Riset Psikologi dan Kesehatan Mental is the property of Universitas Airlangga 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 abstract 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 abstract. (Copyright applies to all Abstracts.)

Although internet banking is considered a mature technology, digital failures and breakdowns have resulted in widespread customer dissatisfaction. However, recent examples in developed countries show that customer dissatisfaction with internet banking platforms does not necessarily erode customer loyalty. While this could be due to the strong assurance provided by institutional structures that govern the internet usage, it is not known if similar results can be found in emerging markets where internet banking technology has still not reached its saturation stage and coexists with traditional brick and mortar banking services. Thus, this study aims to develop a better understanding of the e-satisfaction-e-loyalty link in the Indian internet banking context. The moderating effects of structural assurance at the individual level and market share at the firm level are analysed on the e-satisfaction – e-loyalty link applying a multilevel modeling framework. Data collected from customers along with archival data across 21 banks in India demonstrate that structural assurance significantly moderates the e-satisfaction-e-loyalty link at the consumer level and market share regulates the link at the bank level. Also, market share is found to moderate the relationships among e-satisfaction, structural assurance, and e-loyalty. Three-way interaction results suggest that the interaction effect between e-satisfaction and structural assurance is less pronounced when market share is high rather than low. This study advances our understanding of the conditional effects of e-satisfaction on e-loyalty and elucidates how different share banks may optimize customer loyalty in an emerging market context. [ABSTRACT FROM AUTHOR]

Copyright of Erciyes Akademi is the property of Erciyes Universitesi Sosyal Bilimler Dergisi 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 abstract 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 abstract. (Copyright applies to all Abstracts.)

English Version The aim of this paper is to find out the effect of service quality on e-trust, service quality on e-loyalty, e-trust on e-satisfaction, and e-trust on e-loyalty. This research is an explanatory research. The sample includes 100 Consuments of Shopee Marketplace in East Kalimanta. The sample is gathered by using purposive sampling technique. This study was a quantitative approach and data were analyzed using PLS (Partial Least Square). The unit of level analysis is consument of Shopee in 10 regional or city in East Kalimantan. The results showed a significant effect of service quality on e-satisfaction, service quality significantly affects on e-loyalty, e-trust has significant effect on e-satisfaction e-trust significantly affects on e-loyalty. Versi Indonesia Penelitian ini bertujuan untuk mengetahui pengaruh service quality terhadap e-trust, pengaruh service quality terhadap e-loyalty, pengaruh e-trust terhadap e-satisfaction, pengaruh e-trust terhadap e-loyalty. Jenis penelitian ini adalah penelitian explanatory. Sampel penelitian adalah 100 Konsumen marketplace Shopee di Kalimantan Timur. Sampel yang dikumpulkan menggunakan teknik purposive sampling. Penelitian ini bersifat kuantitatif dan menggunakan alat analisis PLS (Partial Least Square). Level unit analisis penelitian ini adalah konsumen Shopee di 10 Kabupaten atau Kota di Kalimantan Timur. Hasil penelitian menunjukkan bahwa service quality berpengaruh secara signifikan terhadap e-trust, service quality berpengaruh secara signifikan terhadap e-loyalty, e-trust berpengaruh secara signifikan terhadap e-satisfaction, e-trust berpengaruh secara signifikan terhadap e-loyalty.

Technology has transformed the banking industry. The banking sector has adopted digital ways to provide the best service to consumers to increase loyalty. The current study examines the influence of e-banking mobile application quality factors comprising reliability, application design, and trust on consumers' e-loyalty in Pakistan's private banking sector. Furthermore, the mediating role of e-satisfaction examined between the relationship of e-banking mobile application's quality factors and consumers' e-loyalty. The data were collected through 218 consumers of private banks in Pakistan using convenience sampling. The questionnaire was adopted through literature. The statistical tool Smart PLS 3.2.8 has been utilized to do partial least square structural equation modeling (PLS-SEM). The reliability and trust have significantly influenced e-loyalty in findings, while mobile application design reveals an insignificant effect on e-loyalty. The study contributed to the existing literature on e-banking by using cognitive-motivational-relational theory through mediating role of e-satisfaction. The present research anticipated offering guidelines to improve customer satisfaction and consumer loyalty in developing countries' private banking sectors.

One of the most important innovations that came into our lives with the developments in information and communication technologies has been the internet. The internet, which was first discovered by military studies, was opened to commercial use in the 1990s, and due to its cost advantages and opportunities such as eliminating market boundaries, it has directed businesses to e-commerce to perform their commercial activities on the internet. In the study on online shopping sites operating within the scope of e-commerce, the purpose of the study is to investigate the effects of perceptions of consumer satisfaction on repurchase intentions and positive word-of-mouth communication, specifically for shopping sites selling convenience food / fast food products. For this purpose, the prepared questionnaire was applied online and 395 people were reached Regression and correlation analysis were conducted to test the research hypotheses. According to the results of the research, it was found that the satisfaction perceptions of the consumers affect their repurchase intention and positive wordof-mouth communication. [ABSTRACT FROM AUTHOR]