South Asian Journal of Social Sciences and Humanities
2020 (Oct), Volume: (1), Issue. (2)
First page: (102) Last page: (109)
Online ISSN: 2582-7065
An Overview of E-Service Quality: Does it Trigger to Customer Satisfaction?
Muharis Mohamed1 and Ataul Karim Patwary2*
1,2School of Tourism, Hospitality and Event Management, Universiti Utara Malaysia, Malaysia.
Corresponding author email id: email@example.com
Received: 20-08-2020 Accepted: 19-09-2020 Published: 5-10-2020
Online Published on 07-October-2020
Maintaining service quality and its related enhancement factors are an integral part of an organization. Due to the advancement of technology and e-commerce development, e-service quality has also become an important aspect that online stores must consider. Previous studies also agreed that enriching e-service quality triggers customers satisfaction. This study demonstrates an overview of e-service quality and customer satisfaction which has practical implications to the stakeholders by looking at the perspective from different angles. In this study, the researchers relied on existing studies that highlighted the impact of e-service quality on customer satisfaction. The suggestions and recommendation in this study will be helpful for academicians and practitioners.
E-commerce development, Service Quality, Online Shopping