{"id":"https://openalex.org/W3048869314","doi":"https://doi.org/10.31580/jmis.v3i1.1452","title":"The Impact of E-Service Quality on Customer Satisfaction in Malaysia","display_name":"The Impact of E-Service Quality on Customer Satisfaction in Malaysia","publication_year":2020,"publication_date":"2020-08-11","ids":{"openalex":"https://openalex.org/W3048869314","doi":"https://doi.org/10.31580/jmis.v3i1.1452","mag":"3048869314"},"language":"en","primary_location":{"id":"doi:10.31580/jmis.v3i1.1452","doi":"https://doi.org/10.31580/jmis.v3i1.1452","is_oa":true,"landing_page_url":"https://doi.org/10.31580/jmis.v3i1.1452","pdf_url":"https://readersinsight.net/JMIS/article/download/1452/1104","source":{"id":"https://openalex.org/S4210181705","display_name":"Journal of Marketing and Information Systems","issn_l":"2664-7982","issn":["2664-7982","2664-7990"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Marketing and Information Systems","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"diamond","oa_url":"https://readersinsight.net/JMIS/article/download/1452/1104","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5014504151","display_name":"Wong Hhi San","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I32589535","display_name":"Universiti Teknikal Malaysia Melaka","ror":"https://ror.org/01xb6rs26","country_code":"MY","type":"education","lineage":["https://openalex.org/I32589535"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Wong Hhi San","raw_affiliation_strings":["Faculty of Technology Management and Technopreneurship, Universiti Teknikal Malaysia, Melaka"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Technology Management and Technopreneurship, Universiti Teknikal Malaysia, Melaka","institution_ids":["https://openalex.org/I32589535"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5085337637","display_name":"Wong Yee Von","orcid":"https://orcid.org/0000-0002-7854-6463","observed_orcids":["https://orcid.org/0000-0002-7854-6463"]},"institutions":[{"id":"https://openalex.org/I32589535","display_name":"Universiti Teknikal Malaysia Melaka","ror":"https://ror.org/01xb6rs26","country_code":"MY","type":"education","lineage":["https://openalex.org/I32589535"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Wong Yee Von","raw_affiliation_strings":["Faculty of Technology Management and Technopreneurship, Universiti Teknikal Malaysia, Melaka"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Technology Management and Technopreneurship, Universiti Teknikal Malaysia, Melaka","institution_ids":["https://openalex.org/I32589535"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5030074766","display_name":"Muhammad Imran Qureshi","orcid":"https://orcid.org/0000-0001-8861-0628","observed_orcids":["https://orcid.org/0000-0001-8861-0628"]},"institutions":[{"id":"https://openalex.org/I32589535","display_name":"Universiti Teknikal Malaysia Melaka","ror":"https://ror.org/01xb6rs26","country_code":"MY","type":"education","lineage":["https://openalex.org/I32589535"]}],"countries":["MY"],"is_corresponding":false,"raw_author_name":"Muhammad Imran Qureshi","raw_affiliation_strings":["Faculty of Technology Management and Technopreneurship, Universiti Teknikal Malaysia, Melaka"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Faculty of Technology Management and Technopreneurship, Universiti Teknikal Malaysia, Melaka","institution_ids":["https://openalex.org/I32589535"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I32589535"],"apc_list":null,"apc_paid":null,"fwci":2.7012,"has_fulltext":true,"cited_by_count":19,"citation_normalized_percentile":{"value":0.90271279,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":94,"max":99},"biblio":{"volume":"3","issue":"1","first_page":"46","last_page":"62"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9854000210762024,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9854000210762024,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.007499999832361937,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10068","display_name":"Technology Adoption and User Behaviour","score":0.0052999998442828655,"subfield":{"id":"https://openalex.org/subfields/1802","display_name":"Information Systems and Management"},"field":{"id":"https://openalex.org/fields/18","display_name":"Decision Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/e-service-quality","display_name":"e-service quality","score":0.9950000047683716},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.9879999756813049},{"id":"https://openalex.org/keywords/online-shopping","display_name":"online shopping","score":0.9959999918937683},{"id":"https://openalex.org/keywords/online-retail","display_name":"online retail","score":0.5889999866485596},{"id":"https://openalex.org/keywords/service-efficiency","display_name":"service efficiency","score":0.6240000128746033},{"id":"https://openalex.org/keywords/privacy","display_name":"privacy","score":0.8519999980926514},{"id":"https://openalex.org/keywords/system-availability","display_name":"system availability","score":0.9959999918937683},{"id":"https://openalex.org/keywords/college-students","display_name":"university students","score":0.7670000195503235},{"id":"https://openalex.org/keywords/malaysia","display_name":"Malaysia","score":0.6150000095367432}],"concepts":[{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.7658286094665527},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.7384889721870422},{"id":"https://openalex.org/C2779343474","wikidata":"https://www.wikidata.org/wiki/Q3109175","display_name":"Context (archaeology)","level":2,"score":0.6763131022453308},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.5562741160392761},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.5133789777755737},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.4508801996707916},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.42594775557518005},{"id":"https://openalex.org/C2777267654","wikidata":"https://www.wikidata.org/wiki/Q3519023","display_name":"Test (biology)","level":2,"score":0.41066741943359375},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.3769906461238861},{"id":"https://openalex.org/C205649164","wikidata":"https://www.wikidata.org/wiki/Q1071","display_name":"Geography","level":0,"score":0.09702029824256897},{"id":"https://openalex.org/C151730666","wikidata":"https://www.wikidata.org/wiki/Q7205","display_name":"Paleontology","level":1,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C166957645","wikidata":"https://www.wikidata.org/wiki/Q23498","display_name":"Archaeology","level":1,"score":0.0},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.31580/jmis.v3i1.1452","doi":"https://doi.org/10.31580/jmis.v3i1.1452","is_oa":true,"landing_page_url":"https://doi.org/10.31580/jmis.v3i1.1452","pdf_url":"https://readersinsight.net/JMIS/article/download/1452/1104","source":{"id":"https://openalex.org/S4210181705","display_name":"Journal of Marketing and Information Systems","issn_l":"2664-7982","issn":["2664-7982","2664-7990"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Marketing and Information Systems","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.31580/jmis.v3i1.1452","doi":"https://doi.org/10.31580/jmis.v3i1.1452","is_oa":true,"landing_page_url":"https://doi.org/10.31580/jmis.v3i1.1452","pdf_url":"https://readersinsight.net/JMIS/article/download/1452/1104","source":{"id":"https://openalex.org/S4210181705","display_name":"Journal of Marketing and Information Systems","issn_l":"2664-7982","issn":["2664-7982","2664-7990"],"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Marketing and Information Systems","raw_type":"journal-article"},"sustainable_development_goals":[],"sustainable_development_goals_aurora":[{"score":0.550000011920929,"id":"https://metadata.un.org/sdg/9","display_name":"Industry, innovation and infrastructure"}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W3048869314.pdf","grobid_xml":"https://content.openalex.org/works/W3048869314.grobid-xml"},"referenced_works_count":24,"referenced_works":["https://openalex.org/W123630129","https://openalex.org/W312711827","https://openalex.org/W1531934170","https://openalex.org/W1964194234","https://openalex.org/W1977805520","https://openalex.org/W2027769300","https://openalex.org/W2033074042","https://openalex.org/W2036527441","https://openalex.org/W2055077282","https://openalex.org/W2057847427","https://openalex.org/W2063430405","https://openalex.org/W2082213477","https://openalex.org/W2108966846","https://openalex.org/W2131771269","https://openalex.org/W2145168242","https://openalex.org/W2346944025","https://openalex.org/W2515217574","https://openalex.org/W2593158021","https://openalex.org/W2615824584","https://openalex.org/W2755918511","https://openalex.org/W2788032264","https://openalex.org/W2792936314","https://openalex.org/W6698669116","https://openalex.org/W6737536946"],"related_works":["https://openalex.org/W7219329368","https://openalex.org/W3080944809","https://openalex.org/W7009602941","https://openalex.org/W4385858844","https://openalex.org/W2357367002","https://openalex.org/W3044151701","https://openalex.org/W3113076761","https://openalex.org/W3205343735","https://openalex.org/W4413722616","https://openalex.org/W4401968673"],"abstract_inverted_index":{"This":[0],"study":[1,21,78,170,199],"referred":[2],"to":[3,23,73,128,160,173,180,187,210],"E-S-QUAL":[4],"model":[5,162],"of":[6,8,19,27,39,85,107,133,163,168,176,206],"determinant":[7],"electronic":[9],"service":[10],"quality":[11,29,38,89,109,151,207],"in":[12,62,149,192,208],"online":[13,182],"shopping":[14],"context":[15,178],"and,":[16,179],"the":[17,20,25,35,47,50,75,82,101,105,130,134,146,161,169,174,181,197,204],"purposed":[18],"is":[22,200],"determine":[24],"impact":[26],"e-service":[28,88,108,150],"on":[30,87],"customer":[31,51,102,164,194,213],"satisfaction.":[32,165,195,214],"Literature":[33],"supports":[34],"concept":[36],"that":[37,81,100,145,156],"e-services":[40,209],"are":[41,117,152],"interlinked":[42],"concepts":[43],"and":[44,104,114],"it":[45],"has":[46],"linkage":[48],"with":[49,120,212],"satisfaction":[52,86,103],"as":[53,184],"well.The":[54],"data":[55],"were":[56],"collected":[57],"from":[58],"363":[59],"undergraduate":[60],"students":[61,91],"Universiti":[63],"Teknikal":[64],"Malaysia,":[65],"Melaka":[66],"(UTeM)":[67],"by":[68,90,139],"using":[69,140],"multistage":[70],"cluster":[71],"sampling":[72],"identify":[74],"respondents.":[76],"The":[77,97,142,166],"result":[79,143],"indicated":[80],"overall":[83],"level":[84],"was":[92,126,137],"at":[93,202],"a":[94,153,185,189],"moderate":[95],"level.":[96],"results":[98],"showed":[99],"dimensions":[106,148],"namely;":[110],"efficiency,":[111],"fulfilment,":[112],"privacy":[113],"system":[115],"availability":[116],"positively":[118],"correlated":[119],"one":[121],"another.":[122],"Quantitative":[123],"research":[124],"method":[125],"employed":[127],"test":[129],"proposed":[131],"hypotheses":[132],"study.":[135],"Data":[136],"analyzed":[138],"PLS-SEM.":[141],"highlighted":[144],"four":[147],"significant":[154,158],"predictor":[155],"portrayed":[157],"fit":[159],"findings":[167],"may":[171],"contribute":[172],"literature":[175],"same":[177],"retailer":[183],"guideline":[186],"formulate":[188],"new":[190],"plan":[191],"improving":[193],"Therefore,":[196],"present":[198],"aimed":[201],"exploring":[203],"benefits":[205],"deal":[211]},"counts_by_year":[{"year":2025,"cited_by_count":2},{"year":2024,"cited_by_count":7},{"year":2023,"cited_by_count":7},{"year":2022,"cited_by_count":3}],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2020-08-18T00:00:00"}
