 |
[email protected] |
 |
3275638434 |
 |
 |
| Paper Publishing WeChat |
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License
The Role of E-SERVQUAL in Enhancing Online Service Quality: A Systematic Literature Review
Indah Noer Agustivani Yusuf, Iskandar Muda, Sambas Ade Kusuma
Full-Text PDF
XML 94 Views
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
Alsayed Suliman, B., & Mouselli, S. (2024). The quality of e-payment services offered by mobile companies: The Syrian evidence. Cogent Business & Management, 11(1), Article 2365998. Retrieved from https://Doi.Org/10.1080/23311975.2024.2365998
Areiza-Padilla, J. A., & Galindo-Becerra, T. (2022). The importance of e-service quality in the livestreaming music concert business. Cogent Social Sciences, 8(1), Article 2051791. Retrieved from https://Doi.Org/10.1080/23311886.2022.2051791
Baber, H. (2019). E-SERVQUAL and its impact on the performance of Islamic banks in Malaysia from the customer’s perspective. The Journal of Asian Finance, Economics and Business, 6(1), 169-175. Retrieved from https://Doi.Org/10.13106/Jafeb.2019.Vol6.No1.169
Bahtar, A. Z., Muthusamy, G., Yazid, Z. A., & Daud, S. (2022). The e-SERVQUAL effect on mobile stickiness intention of e-commerce marketplace. Proceedings, 82(1), 34. Retrieved from https://Doi.Org/10.3390/Proceedings2022082034
Balbin-Romero, G., Carrera-Mija, E., Serrato-Cherres, A., & Cordova-Buiza, F. (2022). Relationship between e-banking service quality based on the e-SERVQUAL model and customer satisfaction: A study in a Peruvian bank. Banks and Bank Systems, 17(4), 180-188. doi:10.21511/Bbs.17(4).2022.15
Balcerzak, A. P., &Pietryka, I. (2023). Contemporary issues in Economic. Proceedings of the 12th International Conference on Applied Economics: Finance. Vol. 12. Instytut Badań Gospodarczych.
Bhattacharya, I., & Mulay, R. (2024). Perception of Indian customers towards e-service quality and its effect on consumer happiness, retention, and loyalty. Cogent Business & Management, 11(1), Article 2413374. Retrieved from https://Doi.Org/10.1080/23311975.2024.2413374
Bohórquez, M. R., Lara-Bocanegra, A., Teva, R., García-Fernández, J., Grimaldi-Puyana, M., & Gálvez-Ruiz, P. (2024). From e-service quality to behavioral intention to use e-fitness services post COVID-19 lockdown: When a crisis changes the social mindset. Heliyon, 10(9), E30382. Retrieved from https://Doi.Org/10.1016/J.Heliyon.2024.E30382
Chao, S.-L., Yu, M.-M., & Wei, S.-Y. (2024). Ascertaining the impact of e-service quality on e-loyalty for the e-commerce platform of liner shipping companies. Transportation Research Part E: Logistics and Transportation Review, 184, 103491. Retrieved from https://Doi.Org/10.1016/J.Tre.2024.103491
Gunawan, H., & Susanti, C. E. (2021). The influence of e-SERVQUAL toward e-word of mouth through e-customer satisfaction and e-customer trust in e-commerce apparel in Surabaya. Technium Social Sciences Journal, 24(1), 517-525. Retrieved from https://Techniumscience.Com/Index.Php/Socialsciences/Article/View/4740
Javed, S., & Rashidin, Md. S., & Liu, B. (2018). Assessing the e-services of the banking sector by using e-SERVQUAL model: A comparative study of local commercial banks and foreign banks in Pakistan. Journal of Internet Banking and Commerce, 23, 1-12.
Kalbuana, N. (2024). Examining customer contentment with Indomaret Pointku Application Services Through e-SERVQUAL. Journal of Data Analytics, Information, and Computer Science, 1(1), 1-9. Retrieved from https://Doi.Org/10.59407/Jdaics.V1i1.416
Kusumawati, A., Augustinah, F., Alhabsyi, T., & Suharyono, S. (2021). The e-SERVQUAL effect on the stickiness intention of marketplace during COVID-19 pandemic: An empirical study in Indonesia. The Journal of Asian Finance, Economics and Business, 8(8), 573-581. Retrieved from https://Doi.Org/10.13106/Jafeb.2021.Vol8.No8.0573
Mwiya, B., Katai, M., Bwalya, J., Kayekesi, M., Kaonga, S., Kasanda, E., Mwenya, D. (2022). Examining the effects of electronic service quality on online banking customer satisfaction: Evidence from Zambia. Cogent Business & Management, 9(1), Article 2143017. Retrieved from https://Doi.Org/10.1080/23311975.2022.2143017
Nguyen, H. V., Vu, T. D., Nguyen, B. K., Nguyen, T. M. N., Do, B., & Nguyen, N. (2022). Evaluating the impact of e-service quality on customer intention to use video teller machine services. Journal of Open Innovation: Technology, Market, and Complexity, 8(3), 167. Retrieved from https://Doi.Org/10.3390/Joitmc8030167
Patwardhan, A. A., & Pandey, N. (2021). Analyzing role of e-SERVQUAL constructs for post-pandemic recovery of Indian taxi aggregator services. JGBC, 16(Suppl. 1), 89-102. Retrieved from https://Doi.Org/10.1007/S42943-021-00042-8
Putri, R. R. E., Istoningtyas, M., & Boerroek, M. R. (2022, November). Analysis of the effect of Alfagift’s electronic service quality based on objectives using the e-SERVQUAL method. International Conference on Business Management and Accounting, 1(1), 376-384.
Racbhini, W., Wulandjani, H., Thalib, S., Setiyowati, H., & Sasmito, T. (2021). Effect of e-CRM and e-SERVQUAL on e-loyalty through e-satisfaction in millennial generation, study of online shopping behavior in Indonesia. International Journal of Economic and Business Applied, 2(2), 76-90.
Rafi, M. F., Nuha, H. H., & Al Makky, M. (2023). Analysis of user satisfaction levels in the My Tel-U application using the e-SERVQUAL and importance performance analysis (IPA) methods. In 11th International Conference on Information and Communication Technology (ICOICT) (pp. 377-382). Melaka, Malaysia. doi:10.1109/Icoict58202.2023.10262499
Robustin, T. P. (2023). E-SERVQUAL role in creating consumer trust towards shopee marketplace during the COVID-19 pandemic. J. Mgt. Mkt. Review, 8(2), 76-85. Retrieved from https://Doi.Org/10.35609/Jmmr.2023.8.2(2)
Sahulata, R. A., Hambali, G. T. C., & Daka, M. C. S. (Feb. 2022). User satisfaction analysis on Microsoft teams and Google classroom as e-learning media using the e-SERVQUAL method. In 8ISC Proceedings: Technology, [S.L.] (pp. 15-24). Retrieved from https://ejournal.unklab.ac.id/index.php/8ISCTE/article/view/679
Se, A., Widiaty, I., Yulia, C., & Abdullah, A. G. (2022, March). The application of virtual reality (VR) in vocational education. In 4th International Conference on Innovation in Engineering and Vocational Education (ICIEVE 2021) (pp. 112-120). Dordrecht/Paris: Atlantis Press.
Syah, T. Y. R., & Olivia, D. (2022). Enhancing patronage intention on online fashion industry in Indonesia: The role of value co-creation, brand image, and e-service quality. Cogent Business & Management, 9(1), Article 2065790. Retrieved from https://Doi.Org/10.1080/23311975.2022.2065790
Tan, S. (2021). Assessing the internet banking services of selected banks in the Philippines using e-SERVQUAL model. International Journal of Scientific and Research Publications (IJSRP), 11, 227-231. doi:10.29322/Ijsrp.11.03.2021.P11130
Teo, S. C., Cheng, K. M., & Chow, M. M. (2025). Unlocking repurchase intentions in e-commerce platforms: The impact of e-service quality and gender. Cogent Business & Management, 12(1), Article 2471535. Retrieved from https://Doi.Org/10.1080/23311975.2025.2471535
Theresia, S., & Tan, H.-S. (2021). Evaluation of service quality and user experience on credit card application using e-SERVQUAL model and usability testing. IOP Conf. Ser.: Earth Environ. Sci., 794, 012095. doi:10.1088/1755-1315/794/1/012095
Vatolkina, N., Gorbashko, E., Kamynina, N., & Fedotkina, O. (2020). E-service quality from attributes to outcomes: The similarity and difference between digital and hybrid services. Journal of Open Innovation: Technology, Market, and Complexity, 6(4), 143. Retrieved from https://Doi.Org/10.3390/Joitmc6040143
Waqas, M., Ahmad, N., & Wu, J. (2021). Adoption of e-services and quality of life among older consumers in China. Data and Information Management, 5(1), 125-130. Retrieved from https://Doi.Org/10.2478/Dim-2020-0041