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Linkages among E-Service Quality, Satisfaction, and Usage of E-Services within Higher Educational Environments

Author

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  • Henry Ataburo

    (Kwame Nkrumah University of Science and Technology, Information Systems and Decision Science Kumasi)

  • Abdul Samed Muntaka

    (Kwame Nkrumah University of Science and Technology, Information Systems and Decision Science Kumasi)

  • Emmanuel Kwaku Quansah

    (Kwame Nkrumah University of Science and Technology, Information Systems and Decision Science Kumasi)

Abstract

To date, literature on e-service quality (E-SQ) has mainly been on conceptualisation and measurement issues within the e-retail environments. Empirical research on E-SQ and its consequences in ‘pure’ service context has not been forthcoming. In expanding knowledge in light of this, this study examined a modified E-SQ scale within a university’s e-services setting. In addition, the linkages existing among E-SQ (in this ‘pure’ service environment) and satisfaction and e-service usage frequency was estimated using SEM in LISREL 8.5 by relying on questionnaire data collected from three hundred and eighteen students of Kwame Nkrumah University of Science and Technology (Ghana). Results obtained provide support for a modified 7-dimension E-SQ scale employed. Further, the results indicated that E-SQ only has a significant positive indirect effect on usage frequency through satisfaction. The implication of these results is that firms that provide higher quality of e-services are more likely to satisfy their customers, which would in turn influence their commitment to purchase and re-purchase intent. In the case of the current study, the implication is that, universities with quality e-services would have students finding their e-services to be satisfactory and consequently be consistent in the use of e-services to improve learning and administrative communication. E-services quality therefore has both financial implication for universities in terms of cutting administrative costs, and a ripple effect of students’ perception of quality on the image and competitiveness of the university.

Suggested Citation

  • Henry Ataburo & Abdul Samed Muntaka & Emmanuel Kwaku Quansah, 2017. "Linkages among E-Service Quality, Satisfaction, and Usage of E-Services within Higher Educational Environments," International Journal of Business and Social Research, LAR Center Press, vol. 7(3), pages 10-26, March.
    • Handle: RePEc:lrc:larijb:v:7:y:2017:i:3:p:10-26
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    References listed on IDEAS

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    1. Boso, Nathaniel & Story, Vicky M. & Cadogan, John W., 2013. "Entrepreneurial orientation, market orientation, network ties, and performance: Study of entrepreneurial firms in a developing economy," Journal of Business Venturing, Elsevier, vol. 28(6), pages 708-727.
    2. Ali Sanayei & Afsaneh Jokar, 2013. "Determining the Effect of Electronic Services Quality on Electronic Satisfaction and Positive Word of Mouth (Case Study: Different Branches of Shiraz Mellat Bank Customers," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 3(4), pages 103-111, October.
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    1. Suzana Markovic & Sanja Raspor Jankovic & Matina Gjurasic, 2021. "Does Social Network Quality Differ Between Facebook And Instagram? Application Of Snsqual Model," Economic Thought and Practice, Department of Economics and Business, University of Dubrovnik, vol. 30(2), pages 493-508, december.

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