Concepedia

E-service Satisfaction

E-Service Satisfaction is a construct within consumer satisfaction that reflects the extent to which an online service experience meets or exceeds customer expectations in digital environments.

634

Publications

41.2K

Citations

1.6K

Authors

749

Institutions

Publications per year

2017–2026

286

Parents

Publications

634

An empirical analysis of the antecedents of electronic commerce service continuance

Anol Bhattacherjee · Decision Support Systems · 2001 · 1.4K citations

, , +14

Customer perceptions of e‐service quality in online shopping

Gwo‐Guang Lee, Hsiu‐Fen Lin · International Journal of Retail & Distribution Management · 2005 · 1.3K citations

, , +17

Chatbot e-service and customer satisfaction regarding luxury brands

Minjee Chung, Eunju Ko, Heerim Joung et al. · Journal of Business Research · 2018 · 938 citations

, , +14

The impact of e-service quality and customer satisfaction on customer behavior in online shopping

Paulo Rita, Tiago Oliveira, Almira Farisa · Heliyon · 2019 · 889 citations · Full text

, , +17

Comfort your online customer: quality, trust and loyalty on the internet

Dina Ribbink, Allard C.R. van Riel, Veronica Liljander et al. · Managing Service Quality · 2004 · 869 citations

, , +17

1–5 of 634

Authors

1.6K

  1. MK
    Mohamed Khalifa

    City University of Hong Kong, Hong Kong SAR China

    5 publications · 363 citations

    5

    h-index

  2. FM
    Frederic Marimón

    Universitat Internacional de Catalunya, Spain

    5 publications · 328 citations

    5

    h-index

  3. AC
    Allard C.R. van Riel

    Radboud University Nijmegen, Netherlands

    5 publications · 2.1K citations

    5

    h-index

  4. NZ
    Norhayati Zakuan

    University of Technology Malaysia, Malaysia

    4 publications · 327 citations

    4

    h-index

  5. MS
    Mohd Shoki Md Ariff

    University of Technology Malaysia, Malaysia

    4 publications · 327 citations

    4

    h-index

1–5 of 1.6K

Institutions

749

  1. University of Technology Malaysia

    Johor Bahru, Malaysia

    7 h-index

    24 publications

    1.9K citations

  2. Huazhong University of Science and Technology

    Wuhan, China

    7 h-index

    18 publications

    1.5K citations

  3. Maastricht University

    Maastricht, The Netherlands

    7 h-index

    12 publications

    3.9K citations

  4. Telkom University

    Bandung, Indonesia

    6 h-index

    15 publications

    294 citations

  5. University of South Carolina

    Columbia, United States

    6 h-index

    6 publications

    370 citations

  6. Universidad de Granada

    Granada, Spain

    6 h-index

    16 publications

    1.4K citations

  7. University of the Punjab

    Lahore, Pakistan

    5 h-index

    12 publications

    831 citations

  8. Al-Balqa Applied University

    Salt, Jordan

    5 h-index

    7 publications

    250 citations

1–8 of 749

Venues

  1. Managing Service Quality

    MSQ · 9 publications · 2.3K citations

    9

    h-index

  2. Total Quality Management & Business Excellence

    9 publications · 443 citations

    9

    h-index

  3. International Journal of Bank Marketing

    8 publications · 1.6K citations

    8

    h-index

  4. Computers in Human Behavior

    8 publications · 1.4K citations

    8

    h-index

  5. Journal of Retailing and Consumer Services

    7 publications · 774 citations

    7

    h-index

1–5