The impact of electronic service quality on customer satisfaction and loyalty

Abstract

In recent years, e-commerce has become increasingly common. Many studies have shown that improving internet quality, enhancing purchasing processes, and effectively retaining customers significantly contribute to customer satisfaction and loyalty. This study aims to examine the relationship between the quality of electronic services and customer satisfaction and loyalty. The researchers employed descriptive and case study methods and distributed 122 questionnaires to a sample of Sudanese bank customers. The results indicate a statistically significant positive relationship between performance and customer loyalty. A significant positive effect was also found between fulfillment of requirements and customer satisfaction, as well as between fulfillment of requirements and customer loyalty. In addition, system accessibility had a statistically significant positive impact on both customer satisfaction and customer loyalty. Privacy was found to have a statistically significant positive relationship with customer satisfaction and customer loyalty. Overall, customer satisfaction and loyalty improved significantly depending on the availability of quality dimensions in electronic services.

Keywords Electronic Service Quality, Customer Satisfaction, Customer Loyalty, System Accessibility, Privacy