IDEAS home Printed from https://ideas.repec.org/a/lrc/larijb/v7y2017i3p10-26.html
   My bibliography  Save this article

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

Author

Listed:
  • 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
    as

    Download full text from publisher

    File URL: http://thejournalofbusiness.org/index.php/site/article/view/1040/652
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    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.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    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.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Nima Heirati & Aron O’Cass, 2016. "Supporting new product commercialization through managerial social ties and market knowledge development in an emerging economy," Asia Pacific Journal of Management, Springer, vol. 33(2), pages 411-433, June.
    2. Gonçalo Rodrigues Brás & Miguel Torres Preto, 2021. "The consequences of intrapreneurship in exporting firms: a structural-model approach," CeBER Working Papers 2021-06, Centre for Business and Economics Research (CeBER), University of Coimbra.
    3. Dung, Truong Quang & Bonney, Lawrence Bryan & Adhikari, Rajendra & Miles, Morgan P., 2021. "Entrepreneurial orientation and vertical knowledge acquisition by smallholder agricultural firms in transitional economies: The role of interfirm collaboration in value-chains," Journal of Business Research, Elsevier, vol. 137(C), pages 327-335.
    4. Said, Jamaliah & Alam, Md. Mahmudul & Abdullah, Nik Herda Nik & Zulkarnain, Nur Nadiah, 2019. "Market Orientation for Better Accountability of Government-Linked Companies," SocArXiv uxfqa, Center for Open Science.
    5. Jaroslav Belas & Jan Dvorsky & Ludmila Kozubikova & Martin Cepel, 2019. "Important Factors of SMEs Entrepreneurial Orientation," Economic Studies journal, Bulgarian Academy of Sciences - Economic Research Institute, issue 3, pages 165-179.
    6. Vadivelu Tharanikaran & Sutha Sritharan & Vadivelu Thusyanthy, 2017. "Service Quality and Customer Satisfaction in the Electronic Banking," International Journal of Business and Management, Canadian Center of Science and Education, vol. 12(4), pages 1-67, March.
    7. Jean, Ruey-Jer “Bryan” & Kim, Daekwan & Cavusgil, Erin, 2020. "Antecedents and outcomes of digital platform risk for international new ventures’ internationalization," Journal of World Business, Elsevier, vol. 55(1).
    8. Sulaiman Olusegun Atiku & Ziska Fields, 2016. "The Relationship between Entrepreneurial Culture and Sustainable Competitive Advantage in the Banking Sector," Journal of Economics and Behavioral Studies, AMH International, vol. 8(2), pages 26-39.
    9. Taiwo Hussainat Idiaro & Ibikunle Afeez Kayode & Samuel Oluwatumise Olatunbosun & Bello Taofik Abidemi & Iliyasu Shiyanbade Najeemdeen, 2019. "The Relationship between Entrepreneur Orientation and Performance," Academic Journal of Economic Studies, Faculty of Finance, Banking and Accountancy Bucharest,"Dimitrie Cantemir" Christian University Bucharest, vol. 5(1), pages 31-35, March.
    10. Crick, James M. & Crick, Dave, 2021. "The dark-side of coopetition: Influences on the paradoxical forces of cooperativeness and competitiveness across product-market strategies," Journal of Business Research, Elsevier, vol. 122(C), pages 226-240.
    11. Li Peng & Yuan Li & Marc Essen & Mike W. Peng, 2020. "Institutions, resources, and strategic orientations: A meta-analysis," Asia Pacific Journal of Management, Springer, vol. 37(2), pages 499-529, June.
    12. Sushil & Kamala Kannan Dinesh, 2022. "Structured Literature Review with TISM Leading to an Argumentation Based Conceptual Model," Global Journal of Flexible Systems Management, Springer;Global Institute of Flexible Systems Management, vol. 23(3), pages 387-407, September.
    13. Patrizia de Luca & Giovanna Pegan, 2016. "Business innovation and Internationalisation: Focus on the Italian Coffee Industry," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2016(2), pages 63-81.
    14. Purkayastha, Anish & Kumar, Vikas & Gupta, Vishal K., 2021. "Emerging market internationalizing firms: Learning through internationalization to achieve entrepreneurial orientation," Journal of World Business, Elsevier, vol. 56(5).
    15. Arinze Christian Nwoba & Nathaniel Boso & Matthew J. Robson, 2021. "Corporate sustainability strategies in institutional adversity: Antecedent, outcome, and contingency effects," Business Strategy and the Environment, Wiley Blackwell, vol. 30(2), pages 787-807, February.
    16. Osama Musa Ali Al-Darras & Cem Tanova, 2022. "From Big Data Analytics to Organizational Agility: What Is the Mechanism?," SAGE Open, , vol. 12(2), pages 21582440221, June.
    17. Brownhilder Ngek Neneh, 2017. "Family Support and Performance of Women-owned Enterprises: The Mediating Effect of Family-to-Work Enrichment," Journal of Entrepreneurship and Innovation in Emerging Economies, Entrepreneurship Development Institute of India, vol. 26(2), pages 196-219, September.
    18. Nadia Zahoor & Yong Kyu Lew, 2022. "Sustaining superior international performance: Strategic orientations and dynamic capability of environmentally concerned small‐ and medium‐sized enterprises," Business Strategy and the Environment, Wiley Blackwell, vol. 31(3), pages 1002-1017, March.
    19. Tatiana Beliaeva & Galina Shirokova & William Wales & Elena Gafforova, 2020. "Benefiting from economic crisis? Strategic orientation effects, trade-offs, and configurations with resource availability on SME performance," International Entrepreneurship and Management Journal, Springer, vol. 16(1), pages 165-194, March.
    20. Anning-Dorson, Thomas, 2018. "Customer involvement capability and service firm performance: The mediating role of innovation," Journal of Business Research, Elsevier, vol. 86(C), pages 269-280.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:lrc:larijb:v:7:y:2017:i:3:p:10-26. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Al Hossain (email available below). General contact details of provider: http://www.thejournalofbusiness.org .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.