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Determining the Influence of the Reliability of Service Quality on Customer Satisfaction: The Case of Libyan E-Commerce Customers

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Listed:
  • Hamed. F. Hamed Omar
  • Kamarudin Bin Saadan
  • Prof. Kamaruzziman Bin Seman

Abstract

Customer satisfaction is a collective outcome of perception, evaluation, and psychological reaction to the Service quality. Due to the increasing competition of E-commerce business and the high demand of the customers, service quality is the fundamental factor to measure customer¡¯s satisfaction within such business.? The primarily purpose of this study is to determine the influence of reliability dimension of E-commerce on Libyan customers satisfaction. Required data was collected through customers¡¯ survey. For conducting customers¡¯ survey likert scale based questionnaire was developed after review of literature. However, customers were selected by random sampling method and a sample size of 384 has been taken. The reliability of construct was tested by using Cronbach¡¯s alpha test, using SPSS18. Cronbach¡¯s alpha coefficients were calculated 0.8 for the questionnaire survey, Because Alpha ¡Ý 0.7, the reliability of the questionnaire is acceptable. The findings show that there is a very strong relationship between quality of service (Reliability) and customer satisfaction. On the basis of the conclusion made, Reliability E-commerce business was representing the ability of the web site to fulfill orders correctly, deliver promptly, and keep personal information secure. Additionally, E-commerce customers in Libya argued that ¡°reliability dimension¡± has a direct positive effect on perceived service quality and their satisfaction on E-commerce business within the country. Henceforth, E-commerce business promoters must provide secure online transactions to make customers feel comfortable.

Suggested Citation

  • Hamed. F. Hamed Omar & Kamarudin Bin Saadan & Prof. Kamaruzziman Bin Seman, 2015. "Determining the Influence of the Reliability of Service Quality on Customer Satisfaction: The Case of Libyan E-Commerce Customers," International Journal of Learning and Development, Macrothink Institute, vol. 5(1), pages 86-89, March.
    • Handle: RePEc:mth:ijld88:v:5:y:2015:i:1:p:86-89
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    References listed on IDEAS

    as
    1. Oliver, Richard L, 1993. "Cognitive, Affective, and Attribute BAses of the Satisfaction Response," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 20(3), pages 418-430, December.
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    Cited by:

    1. Catherine Njoki Chege, 2021. "Examining the influence of service reliability on customer satisfaction in the insurance industry in Kenya," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 10(1), pages 259-265, January.
    2. Muhammad Umair Wattoo & Syed Muhammad Javed Iqbal, 2022. "Unhiding Nexus Between Service Quality, Customer Satisfaction, Complaints, and Loyalty in Online Shopping Environment in Pakistan," SAGE Open, , vol. 12(2), pages 21582440221, May.
    3. Isaac Kofi Mensah & Zhao Tianyu & Guohua Zeng & Luo Chuanyong, 2019. "Determinants of the Continued Intention of College Students in China to Use DiDi Mobile Car-Sharing Services," SAGE Open, , vol. 9(4), pages 21582440198, December.
    4. Bestoon Othman & Amran Bin Harun, 2021. "The Influence of Service Marketing Mix and Umrah Service Quality on Customer Satisfaction and Customer Loyalty towards Umrah Travel Agents in Malaysia," Technium Social Sciences Journal, Technium Science, vol. 22(1), pages 553-618, August.
    5. Bestoon Othman & Amran Bin Harun, 2021. "The Effect of Umrah Service Quality on Umrah Customer Satisfaction and Umrah Customer Loyalty: Evidence from Umrah traveling agents in Malaysia," Technium Social Sciences Journal, Technium Science, vol. 22(1), pages 492-546, August.
    6. Yuli Agustina & Agung Winarno & Bagus Shandy Narmaditya, 2021. "Village-Owned Enterprises and Rural Community Welfare: A Lesson from Malang of Indonesia," Technium Social Sciences Journal, Technium Science, vol. 22(1), pages 547-552, August.
    7. Yung-Tsan Jou & Charmine Sheena Saflor & Klint Allen Mariñas & Hannah Maureen Manzano & John Mark Uminga & Nicole Angela Verde & Ginber Dela Fuente, 2024. "An Integrated Multi-Criteria Decision Analysis and Structural Equation Modeling Application for the Attributes Influencing the Customer’s Satisfaction and Trust in E-Commerce Applications," Sustainability, MDPI, vol. 16(5), pages 1-21, February.
    8. Vijoleta Vrhovac & Dušanka Dakić & Stevan Milisavljević & Đorđe Ćelić & Darko Stefanović & Marina Janković, 2024. "The Factors Influencing User Satisfaction in Last-Mile Delivery: The Structural Equation Modeling Approach," Mathematics, MDPI, vol. 12(12), pages 1-29, June.

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    JEL classification:

    • R00 - Urban, Rural, Regional, Real Estate, and Transportation Economics - - General - - - General
    • Z0 - Other Special Topics - - General

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