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The Role of E-SERVQUAL in Enhancing Online Service Quality: A Systematic Literature Review
Indah Noer Agustivani Yusuf, Iskandar Muda, Sambas Ade Kusuma
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DOI:10.17265/1548-6583/2025.03.001
Universitas Sumatera Utara, Medan, Indonesia
This study aims to examine the status of existing service quality with a focus on the implementation of the electronic service quality (e-SERVQUAL) model. In addition, the study develops research questions that can be used for more in-depth studies in the future. The methodology used is a literature study related to service quality with the e-SERVQUAL model approach, through the selection of platform literature and academic papers from various service sectors and geographical regions. The findings show that although the e-SERVQUAL model is widely used to measure service quality, its application in the banking sector, especially cooperative banking, is still minimal and needs further exploration to drive customer satisfaction and loyalty. Based on an extensive literature review, a series of research questions were developed that can form the basis for further studies in the banking sector.
e-SERVQUAL, literature, service quality
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