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Measuring e-service quality and its importance to customer satisfaction and loyalty: an empirical study in a telecom setting

Author

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  • Ronggang Zhou

    (Beihang University
    Beihang University)

  • Xiaorui Wang

    (Beihang University)

  • Yuhan Shi

    (Beihang University)

  • Renqian Zhang

    (Beihang University)

  • Leyuan Zhang

    (China Mobile Research Institute)

  • Haiyan Guo

    (China Mobile Research Institute)

Abstract

The important influence of e-service quality (e-SQ) on customer satisfaction and loyalty has been demonstrated in many contexts, but has not been examined in telecom settings yet. The current study aimed to construct a measurement scale for e-SQ in telecom settings, as well as to investigate the relationship between e-SQ, customer satisfaction, and customer loyalty. In this study, we analyzed self-reports from 9249 respondents (74.55% were male) between the ages of 19 and 45. A scale consisting of five user experinece dimensions (functional completeness, performance, interface and interaction quality, content and information, support or service) was developed to measure e-SQ in the telecom industry. The scale was proven reliable and valid. The analysis confirmed a positive relationship between e-SQ, customer satisfaction and loyalty. In addition, e-SQ was found to be a core predictor of customer satisfaction and customer loyalty. Moreover, customer satisfaction emerged as the strongest predictor of customer loyalty.

Suggested Citation

  • Ronggang Zhou & Xiaorui Wang & Yuhan Shi & Renqian Zhang & Leyuan Zhang & Haiyan Guo, 2019. "Measuring e-service quality and its importance to customer satisfaction and loyalty: an empirical study in a telecom setting," Electronic Commerce Research, Springer, vol. 19(3), pages 477-499, September.
    • Handle: RePEc:spr:elcore:v:19:y:2019:i:3:d:10.1007_s10660-018-9301-3
    DOI: 10.1007/s10660-018-9301-3
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    References listed on IDEAS

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    5. José Torrão & Sandrina Teixeira, 2023. "The Antecedents of Customer Satisfaction in the Portuguese Telecommunications Sector," Sustainability, MDPI, vol. 15(3), pages 1-17, February.
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    7. , Le Thanh Tung, 2024. "Impact of relationship quality on customer loyalty: A study in the banking system," OSF Preprints qzpxk, Center for Open Science.
    8. Zhou, Cheng & Chang, Qian, 2024. "Informational or emotional? Exploring the relative effects of chatbots’ self-recovery strategies on consumer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 78(C).
    9. Kyeongmin Yum & Byungjoon Yoo, 2023. "The Impact of Service Quality on Customer Loyalty through Customer Satisfaction in Mobile Social Media," Sustainability, MDPI, vol. 15(14), pages 1-14, July.
    10. Ūsas Antanas & Jasinskas Edmundas & Streimikiene Dalia, 2023. "The impact of quality of C2C online store on consumer satisfaction: an empirical study in Lithuania," Management & Marketing, Sciendo, vol. 18(2), pages 113-126, June.
    11. Pierre Alassaf & Zsigmond Gábor Szalay, 2022. "The Impact of ‘Compulsory’ Shifting to Use e-Services during COVID-19 Pandemic Restrictions Period on e-Services Users’ Future Attitude and Intention “Case Study of Central European Countries/Visegrád," Sustainability, MDPI, vol. 14(16), pages 1-17, August.
    12. Li Xiong & Chengwen Wang & Zhaoran Xu, 2022. "Supply and demand matching model of P2P sharing accommodation platforms considering fairness," Electronic Commerce Research, Springer, vol. 22(3), pages 951-978, September.
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