Impacts of E-service Quality on Customer Satisfaction: A Case Study of Lazada
Main Article Content
Abstract
The most important issue for online shopping providers is how to retain customer satisfaction. To survive and thrive, they must improve their service quality. This study aims at identifying factors that affect Lazada’s customer satisfaction on its e-service quality as a leading e-commerce market in Vietnam. Data was gathered from 220 customers who used Lazada to buy products. The model test indicates four factors that positively influence customer satisfaction in terms of e-service quality at Lazada including web design, security, fulfillment, and customer service. A number of managerial implications are proposed for Lazada and other online shopping providers to improve service quality.
Keywords:
Customer satisfaction, service quality, online shopping.
References
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[32] Faisal, C.M.N., Fernandez-Lanvin, D., De Andrés, J., & Gonzalez-Rodriguez, M., “Design Quality in Building Behavioral Intention through Affective and Cognitive Involvement for E-learning on Smartphones,” Internet Research, 30 (6) (2020) 1631-1663.
[2] Nguyen, H.Q., Nguyen, T.K.C., Duong, T.H.N, Nguyen, T.K.N., & Le, T.P., “The Influence of Website Brand Equity, E-brand Experience on E-loyalty: The Mediating Role of E-satisfaction”, Management Science Letters, 10 (2020), 63-76.
[3] Business.com, “Brick-And-Mortar Vs. Ecommerce Stores - Business.Com”, 2017, https://www.business.com/articles/brick-and-mortar-vs-ecommerce-stores/ (Accessed June 14, 2020).
[4] Wahab, N. A., Nayan, S., & Cheah, Y. K., “Internet User and Economic Growth: Empirical Evidence from Panel Data,” Journal of Emerging Economies and Islamic Research, 8 (3) (2020) 17-25.
[5] Chintagunta, P., Chu, J. & Cebollada, J., “Quantifying Transaction Costs in Online/Offline Grocery Channel Choice,” Marketing Science, 31 (1) (2012) 96-114.
[6] Rainer, R. & Casey G. Cegielski, Enabling and Transforming Business, John Wiley & Sons, Singapore, 2011.
[7] Schneider, G., Electronic Commerce (11th ed.), Ron Montgomery, 2011.
[8] Cox, J. and Dale, B., “Service Quality and E‐commerce: An Exploratory Analysis,” Managing Service Quality: An International Journal, 11 (2) (2001) 121-131.
[9] Shafiee, M.M., & Bazargan, N.A., “Behavioral Customer Loyalty in Online Shopping: The Role of E-service Quality and E-recovery,” Journal of Theoretical and Applied Electronic Commerce Research, 13 (1) (2018) 26-38.
[10] Jochen W., “An Examination of the Quality and Context-Specific Applicability of Commonly Used Customer Satisfaction Measures,” Journal of Service, 5 (4) (2003) 345-355.
[11] Sunitha, C.K., & Gnanadhas, M.E., “Problems towards Online Shopping,” International Journal of Emerging Technologies in Engineering Research, 6 (1) (2018) 14-17.
[12] Chen, J., Xie, X., & Jing, F., “The Security of Shopping Online,” in Proceedings of 2011 International Conference on Electronic & Mechanical Engineering and Information Technology, 9 (2011) 4693-4696.
[13] Angelova, B., & Zekiri, J., “Measuring Customer Satisfaction with Service Quality Using American Customer Satisfaction Model (ACSI Model),” International Journal of Academic Research in Business And Social Sciences, 1 (3) (2011) 232-258.
[14] Kotler, P., & Keller, K.L., Marketing Management (15E), Pearson Education Limited, England, 2016.
[15] Oliver, R.L., “Whence Consumer Loyalty,” Journal of Marketing, 63 (1999) 33-34.
[16] Hristoski, I. & Mitrevski, P. & Dimovski, T. & Kotevski, Z., “Evaluating e-Customers’ Satisfaction in B2C e-Commerce: The Case of Macedonian Students,” Proceedings of the 6th International Conference On Applied Internet And Information Technologies, 2016.
[17] Parasuraman, A., Zeithaml, V.A. & Berry, L.L., “A Conceptual Model of Service Quality and Its Implications for Future Research,” Journal of Marketing, 49 (1985) 41-50.
[18] Parasuraman, A., Zeithaml, V.A. & Berry, L.L., “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,” Journal of Retailing, 64 (1988) 12-40.
[19] Zeithaml, V., Parasuraman, A., & Malhotra, A., “Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge,” Journal of the Academy of Marketing Science, 30 (4) (2002) 362-375.
[20] van Riel, A.C.R., Liljander, V. and Jurriens, “Exploring Customer Evaluations of E-service: A Portal Site,” International Journal of Service Industry Management, 12 (4) (2001) 359-77.
[21] Parasuraman, A., Zeithaml, V. A., & Malhotra, A., “E-S-QUAL: A Multiple E-Item Scale for Assessing Electronic Service Quality,” Journal of Service Research, 7 (3) (2005) 213-33.
[22] Wolfinbarger, M., & Gilly, M.C., “ETAILQ: Dimensionalizing, Measuring and Predicting E-Tail Quality,” Journal of Retailing, 79 (3) (2003) 183-98.
[23] Yang, Z. & Jun, M., “Consumer Perception of E-Service Quality from Internet Purchaser and Non-Purchaser Perspectives,” Journal of Business Strategies, 19 (2002) 19-41.
[24] Haghighinasab, M., & Tabeein, A., “Assessing Domestic Customer's Attitude for Website Usability and Attractiveness in Iran Petrochemical Commercial Company (IPCC) in B2B Market Space,” Iranian Business Management, 1 (1) (2009) 21-38.
[25] Niranjanamurthy, M., & Chahar, D., “The Study of E-commerce Security Issues and Solutions,” International Journal of Advanced Research in Computer and Communication Engineering, 2 (7) (2013) 2885-2895.
[26] Vijayasarathy, L. R., “Product Characteristics and Internet Shopping Intentions,” Internet Research: Electronic Netkoring Application and Policy, 12 (5) (2002) 411-426.
[27] Blut, M., “E-service Quality: Development of a Hierarchical Model,” Journal of Retailing, 92 (4) (2016) 500-517.
[28] Hoang, T.H., Duong, T.H.N., Pham, H.T., “Empirical Analysis of Factors Affecting the Intention of Using Digital Wallet in Vietnam,” Journal of International Economics and Management, 21 (1) (2021) 86-107.
[29] Luo, J., Ba, S., & Zhang, H., “The Effectiveness of online shopping characteristics and well-designed websites on satisfaction”, MIS Quarterly, 2012, 1131-1144.
[30] Eroglu, S.A., Machleit, K.A., & Davis, L.M, “Atmospheric Qualities of Online Retailing: A Conceptual Model and Implications,” Journal of Business Research, 54 (2) (2001) 177-184.
[31] Demir, E., Desmet, P.M., & Hekkert, P., “Appraisal Patterns of Emotions in Human-product Interaction,” International Journal of Design, 3 (2) (2009) 41-51.
[32] Faisal, C.M.N., Fernandez-Lanvin, D., De Andrés, J., & Gonzalez-Rodriguez, M., “Design Quality in Building Behavioral Intention through Affective and Cognitive Involvement for E-learning on Smartphones,” Internet Research, 30 (6) (2020) 1631-1663.