The impact of electronic service quality on customer satisfaction and loyalty
| dc.contributor.author | Helal, Tarig Osman Abdallah | |
| dc.contributor.author | Alnor, Nasareldeen Hamed Ahmed | |
| dc.contributor.author | Alruwali, Shatha Salem | |
| dc.contributor.author | Abdallah, Abderhim Elshazali Yahia | |
| dc.contributor.author | Yahya, Hamza Abdallah Abdalrhman | |
| dc.contributor.author | Youseif, Nuseiba Azzam Ibrahim | |
| dc.date.accessioned | 2026-08-25T07:35:34Z | |
| dc.date.issued | 2026-02-19 | |
| dc.description | Since the inception of the Internet, a vital marketing tool and distribution channel for service providers, it has offered businesses many opportunities to grow their customer bases through a strong online presence. Sales revenue and profits depend on how successful a website is in attracting qualified visitors, converting them into paying customers, and building a loyal following. The general evaluation of an online service's efficacy, dependability, and efficiency in meeting client needs is known as electronic service quality, or E-SQ (Nandankar et al., 2023). Customers evaluate service providers not just on the basis of product quality but also on the responsiveness, transaction security, convenience of use, and accuracy of the information * Corresponding Author. Email Address: nhelnuor@ju.edu.sa (N. H. A. Alnor) https://doi.org/10.21833/ijaas.2026.02.021 Corresponding author's ORCID profile: https://orcid.org/0000-0001-7679-3084 2313-626X/© 2026 The Authors. Published by IASE. This is an open access article under the CC BY-NC-ND license (https://creativecommons.org/licenses/by-nc-nd/4.0/) provided by the electronic platform, as digital interaction either replaces or enhances in-person interactions (Akram et al., 2022). A favorable opinion of the quality of e-services increases consumer happiness, which in turn encourages loyalty, which is essential for keeping clients in fiercely competitive marketplaces. | |
| dc.description.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 | |
| dc.identifier.citation | Helal, T. O. A., Alnor, N. H. A., Shaman, S., Abdallah, A. E. Y., Yahya, H. A. A., & Youseif, N. A. I. (2026). The Impact of Electronic Service Quality on Customer Satisfaction and Loyalty. | |
| dc.identifier.uri | https://repository.adu.ac.ae/handle/1/8465 | |
| dc.language.iso | en | |
| dc.publisher | SSRN | |
| dc.title | The impact of electronic service quality on customer satisfaction and loyalty | |
| dc.type | Article |
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