How to cite this paper
Olaleye, B., Adeyeye, O., Efuntade, A., Arije, B & Anifowose, O. (2021). E-quality services: A paradigm shift for consumer satisfaction and e-loyalty; Evidence from postgraduate students in Nigeria.Management Science Letters , 11(3), 849-860.
Refrences
Adeyeye, O. P., O. Fapetu & I. T., & Adefolu (2018). Does quality of bank services lead to customer satisfaction in the Nigerian banking sector? Journal of Humanities, Social Sciences and Creative Arts, 13: 52-74
Ahn, T., Ryu, S., & Han, I. (2005). The impact of the online and offline features on the user acceptance of Internet shop-ping malls. Electronic Commerce Research and Applications, 3(4), 405-420.
Ayden, C., & Demir, Ö. (2011). Electronic trade; A study on consumers’ attitudes and preferences. Fırat University Jour-nal of Social Science, 21(2), 149-161.
Barnes, S. J. & Vidgen, R. T. (2002). An integrative approach to the assessment of e-commerce quality. Journal of Elec-tronic Commerce Research, 3 (3), 114-27.
Basil, G., Anyadighibe, J., Edward, J., & Sunday, E. (2014). An Empirical Study of the Impact of Non-Store Retailing on Consumers’ Satisfaction in Calabar Metropolis Nigeria. American International Journal of Contemporary Research, 4(12), 46-57.
Bhatnagar, A., Misra, S., & Rao, H. R. (2000). On risk, convenience, and Internet shopping behavior. Communications of the ACM, 43(11), 98-105.
Blut, M. (2016). E-service quality: Development of a hierarchical model. Journal of Retailing, 92(4),500–517.
Brown, M., N., Pope & K., Voges (2003). Buying or browsing? An exploration of shopping orientations and online pur-chase intention. European Journal of Marketing, 37(11/12), 1666–1684.
Caruana, A. (2002). Service loyalty. European Journal of Marketing, 36(7/8)811–828
Chang, H. H., Wang, Y. H. & Yang, W. Y. (2009). The impact of e-service quality, customer satisfaction and loyalty on E-marketing: Moderating effect of perceived value. Total Quality Management, 20(4), 423-443.
Chang, L. Y., & Hung, S. C. (2013). Adoption and loyalty toward low cost carriers: The case of Taipei–Singapore passen-gers. Transportation Research Part E: Logistics and Transportation Review, 50, 29-36.
Chen, S. C. (2012). The Customer Satisfaction–Loyalty Relation in An Interactive E-Service Setting: The Mediators. Journal of Retailing Consumer Services, 19, 202-210.
Cheng, H. H. & Huang, S. W. (2013). Exploring antecedents and consequence of online group-buying intention: An ex-tended perspective on theory of planned behavior. International Journal of Information Management, 33(1), 185-198.
Chu, P.Y., Lee, G. Y. & Chao, Y. (2012). Service quality, customer satisfaction, customer trust, and loyalty in an e-banking context. Social Behavior and Personality: An International Journal, 40(8), 1271-1283.
Chung-Hoon, P. & Young-Gul, K. (2003). Identifying key factors affecting consumer purchase behavior in an online shopping context. International Journal of Retail and Distribution Management, 31, 16-29.
Cronin Jr, J. J., & Taylor, T.S.A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55-68.
Delafrooz, N., Paim, L. & Khatibi, A. (2011). A research modeling to understand online shopping intention. Australian Journal of Basic and Applied Sciences, 5(5), 70–77.
Dijkstra, T. K. & Henseler, J. (2015). Consistent partial least squares path modeling. MIS Quarterly, 39(2), 297-316.
Edmunds, R., Thorpe, M., & Conole, G. (2010). Student attitudes towards and use of ICT in course study, work and social activity: A technology acceptance model approach. British Journal of Educational Technology, 43(1), 71-84.
Egger, A. (2006). Intangibility and Perceived Risk in Online Environments. Academy of Marketing, London: University of Middlesex.
Elbeltagi, I., & Agag, G. (2016). E-retailing ethics and its impact on customer satisfaction and repurchase intention: A cultural and commitment-trust theory perspective. Internet Resources, 26(1), 288-310.
Fang, Y. H., Chiu, C. M. & Wang, E. T. (2011). Understanding Customers’ Satisfaction and Repurchase Intentions: An In-tegration of Its Success Model, Trust, And Justice. Internet Research, 21(4), 479-503.
Fornell, C. & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Al-gebra and statistics. Journal of Marketing Research, 18(3), 382-388.
Gremler, D. D. (1995). The effect of satisfaction, switching costs and interpersonal bonds on service loyalty. Unpublished Doctoral Dissertation, Arizona State University.
Guo, X., Ling, K. C. & Liu, M. (2012). Evaluating factors influencing customer satisfaction towards online shopping in China. Journal of Asian Social Science, 8(13), 40-50.
Hair J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM), 2nd ed., Sage, Thousand Oaks, CA.
Harris, L. C., & Goode, M. M. (2004). The four levels of loyalty and the pivotal role of trust: A study of online service dynamics. Journal of Retailing, 80(2), 139-158.
Harris, M. A., Brookshire, R. & Chin, A. G. (2016). Identifying factors influencing consumers’ intent to install mobile Applications. International Journal of Information Management, 36(3), 441-450.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2014). A New Criterion for Assessing Discriminant Validity in Variance-Based Structural Equation Modeling. Journal of Academic Marketing Science, 43(1), 115-135.
Holloway, B. B., & Beatty, S. E. (2008). Satisfiers and dissatisfiers in the online environment: A critical incident assess-ment. Journal of Service Resources, 10(4), 347–364.
Jadhav, V., & Khanna, M. (2016). Factors influencing online buying behavior of college students: A qualitative analysis. The Qualitative Report, 21(1), 1-15.
Jarvanpaa, S. L., & Todd, P. A. (1997). Consumer reactions to electronic shopping on the world wide web. International Journal of Electronic Commerce, 1, 59-88.
Jun, M., Yang, Z., & Kim, D. (2004). Customers’ perceptions of online retailing service quality and their satisfaction. In-ternational Journal of Quality & Reliability Management, 21(8),1149-1174.
Kamariah, M. N. N., & Salwani, A. M. S. (2005). Determinants of online shopping intention, in Proceedings of Interna-tional Conference on E-Commerce, Putrajaya, 167-172.
Kao, T. W. D., & Lin, W.T. (2016). The relationship between perceived e-service quality and brand equity: A simultane-ous equations system approach. Computers in Human Behavior, 57, 208-218.
Katole, H. J. (2011). A study of problems and prospects of internet retailing in India. International Journal of Research in Commerce, IT & Management, 1(3), 114-117.
Kaur, K., & Wei, N. P. C. (2013). An Empirical Study of Online Shopping Customer Satisfaction in Malaysia: A Holistic Perspective. In Proceedings of the International Conference on Information Technology Infrastructure, Kuala Lumpur, Malaysia. Academic Press.
Khristianto, W., Kertahadi, I., & Suyadi, I. (2012). The influence of information, system and service on customer satisfac-tion and loyalty in online shopping. International Journal of Academic Research, 1(4),28-32.
Kim, J., Jin, B., & Swinney, J. L. (2009). The role of e-tail quality, e-satisfaction and e-trust in online loyalty development process. Journal of Retailing Consumer Services, 16(4),239-247.
Kim, D. J., Ferrin, D.L., & Rao, H.R. (2009). Trust and satisfaction, two steppingstone for successful e-commerce rela-tionships: A longitudinal exploration. Information Systems Research, 20(2), 237-257.
Kim, J., & Lee, J. (2002). Critical Design Factors for Successful E-Commerce System. Behaviour and Information Tech-nology, 21(3), 185-189.
Kim, J. (2010). Analyzing college students’ online shopping behavior through attitude and intention. The International Journal of Interdisciplinary Social Sciences, 5(3), 365-376.
Kline, R. B. (2005). Principles and Practice of Structural Equation Modeling. 4th ed., The Guilford Press, New York London.
Kotler, P. (2017). Marketing Management, Pearson. Harlow, United Kingdom.
Lee, G. G., & Lin, H.F. (2005). Customer Perceptions of E-Service Quality in Online Shopping. International Journal of Retail and Distribution Management, 33(2) 161-176.
Lester, D. H., Forman, A. M. & Loyd, D. (2005). Internet Shopping and Buying Behavior of College Students. Services Marketing Quarterly, 27(2), 123-38.
Li, D., Yadav, S.B., & Lin, Z. (2016). Exploring the Role of Privacy Programs on Initial Online Trust Formation. Lubbock, TX: Texas Tech University.
Li, H., Liu, Y. & Suomi, R. (2009). Measurement of E-service Quality: An Empirical Study in Online Travel Service. ECIS 2009 Proceedings. 191.
Lian, J. W., & Lin, T.M. (2008). Effects of consumer characteristics on their acceptance of online shopping: Comparisons among different product types. Computers in Human Behavior, 24(1), 48-65.
Liao, Z. & Cheung, M.T. (2001). Internet-based e-shopping and consumer attitudes: An empirical study. Information & Management, 38(5), 299–306.
Lim, H. & Dubinsky, A.J. (2004). Consumers’ perceptions of e-shopping characteristics: An expectancy-value approach. The Journal of Services Marketing, 18(6),500-513.
Lin, W. S. & Wang, C.H. (2012). Antecedences to continued intentions of adopting e-learning system in blended learning instruction: A contingency framework based on models of information system success and task-technology fit. Computers & Education, 58(1), 88-99.
Liu, X., He, M., Gao, F., & Xie, P. (2008). An empirical study of online shopping customer satisfaction in China: A holis-tic perspective. International Journal of Retail & Distribution Management, 36(11), 919-940.
Monsuwe, T. P., Dellaert, G. C. B. & Ruyter, K. (2004). What drives consumers to shop online? A literature Review. In-ternational Journal of Service Industry Management, 1(1), 102-121
Mukherjee, A. & Nath, P. (2007). Role of electronic trust in online retailing: A re-examination of the commitment trust theory. European Journal of Marketing, 41(9/10), 1173-1202.
Mustafa, I. E. A. (2011). Determinants of e-commerce customer satisfaction, Trust and Loyalty in Saudi Arabia. Journal of Electronic Commerce Research, 12(1),78-93.
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Nguyen, D.H., de Leeuw, S., & Dullaert, W.E. (2018). Consumer behaviour and order fulfilment in online retailing: A sys-tematic review. International Journal of Management Reviews, 20(2), 255-276.
Olasanmi, O. O. (2019). Online shopping and customers’ satisfaction in Lagos State, Nigeria. American Journal of Indus-trial and Business Management, 9, 1446-1463.
Olaleye, B., Anifowose, O., Efuntade, A & Arije, B. (2021). The Role of Innovation and Strategic Agility on Firms’ Resil-ience: A Case Study of Tertiary Institutions in Nigeria. Management Science Letters, 11(1), 297-304.
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Ayden, C., & Demir, Ö. (2011). Electronic trade; A study on consumers’ attitudes and preferences. Fırat University Jour-nal of Social Science, 21(2), 149-161.
Barnes, S. J. & Vidgen, R. T. (2002). An integrative approach to the assessment of e-commerce quality. Journal of Elec-tronic Commerce Research, 3 (3), 114-27.
Basil, G., Anyadighibe, J., Edward, J., & Sunday, E. (2014). An Empirical Study of the Impact of Non-Store Retailing on Consumers’ Satisfaction in Calabar Metropolis Nigeria. American International Journal of Contemporary Research, 4(12), 46-57.
Bhatnagar, A., Misra, S., & Rao, H. R. (2000). On risk, convenience, and Internet shopping behavior. Communications of the ACM, 43(11), 98-105.
Blut, M. (2016). E-service quality: Development of a hierarchical model. Journal of Retailing, 92(4),500–517.
Brown, M., N., Pope & K., Voges (2003). Buying or browsing? An exploration of shopping orientations and online pur-chase intention. European Journal of Marketing, 37(11/12), 1666–1684.
Caruana, A. (2002). Service loyalty. European Journal of Marketing, 36(7/8)811–828
Chang, H. H., Wang, Y. H. & Yang, W. Y. (2009). The impact of e-service quality, customer satisfaction and loyalty on E-marketing: Moderating effect of perceived value. Total Quality Management, 20(4), 423-443.
Chang, L. Y., & Hung, S. C. (2013). Adoption and loyalty toward low cost carriers: The case of Taipei–Singapore passen-gers. Transportation Research Part E: Logistics and Transportation Review, 50, 29-36.
Chen, S. C. (2012). The Customer Satisfaction–Loyalty Relation in An Interactive E-Service Setting: The Mediators. Journal of Retailing Consumer Services, 19, 202-210.
Cheng, H. H. & Huang, S. W. (2013). Exploring antecedents and consequence of online group-buying intention: An ex-tended perspective on theory of planned behavior. International Journal of Information Management, 33(1), 185-198.
Chu, P.Y., Lee, G. Y. & Chao, Y. (2012). Service quality, customer satisfaction, customer trust, and loyalty in an e-banking context. Social Behavior and Personality: An International Journal, 40(8), 1271-1283.
Chung-Hoon, P. & Young-Gul, K. (2003). Identifying key factors affecting consumer purchase behavior in an online shopping context. International Journal of Retail and Distribution Management, 31, 16-29.
Cronin Jr, J. J., & Taylor, T.S.A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55-68.
Delafrooz, N., Paim, L. & Khatibi, A. (2011). A research modeling to understand online shopping intention. Australian Journal of Basic and Applied Sciences, 5(5), 70–77.
Dijkstra, T. K. & Henseler, J. (2015). Consistent partial least squares path modeling. MIS Quarterly, 39(2), 297-316.
Edmunds, R., Thorpe, M., & Conole, G. (2010). Student attitudes towards and use of ICT in course study, work and social activity: A technology acceptance model approach. British Journal of Educational Technology, 43(1), 71-84.
Egger, A. (2006). Intangibility and Perceived Risk in Online Environments. Academy of Marketing, London: University of Middlesex.
Elbeltagi, I., & Agag, G. (2016). E-retailing ethics and its impact on customer satisfaction and repurchase intention: A cultural and commitment-trust theory perspective. Internet Resources, 26(1), 288-310.
Fang, Y. H., Chiu, C. M. & Wang, E. T. (2011). Understanding Customers’ Satisfaction and Repurchase Intentions: An In-tegration of Its Success Model, Trust, And Justice. Internet Research, 21(4), 479-503.
Fornell, C. & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Al-gebra and statistics. Journal of Marketing Research, 18(3), 382-388.
Gremler, D. D. (1995). The effect of satisfaction, switching costs and interpersonal bonds on service loyalty. Unpublished Doctoral Dissertation, Arizona State University.
Guo, X., Ling, K. C. & Liu, M. (2012). Evaluating factors influencing customer satisfaction towards online shopping in China. Journal of Asian Social Science, 8(13), 40-50.
Hair J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM), 2nd ed., Sage, Thousand Oaks, CA.
Harris, L. C., & Goode, M. M. (2004). The four levels of loyalty and the pivotal role of trust: A study of online service dynamics. Journal of Retailing, 80(2), 139-158.
Harris, M. A., Brookshire, R. & Chin, A. G. (2016). Identifying factors influencing consumers’ intent to install mobile Applications. International Journal of Information Management, 36(3), 441-450.
Henseler, J., Ringle, C. M., & Sarstedt, M. (2014). A New Criterion for Assessing Discriminant Validity in Variance-Based Structural Equation Modeling. Journal of Academic Marketing Science, 43(1), 115-135.
Holloway, B. B., & Beatty, S. E. (2008). Satisfiers and dissatisfiers in the online environment: A critical incident assess-ment. Journal of Service Resources, 10(4), 347–364.
Jadhav, V., & Khanna, M. (2016). Factors influencing online buying behavior of college students: A qualitative analysis. The Qualitative Report, 21(1), 1-15.
Jarvanpaa, S. L., & Todd, P. A. (1997). Consumer reactions to electronic shopping on the world wide web. International Journal of Electronic Commerce, 1, 59-88.
Jun, M., Yang, Z., & Kim, D. (2004). Customers’ perceptions of online retailing service quality and their satisfaction. In-ternational Journal of Quality & Reliability Management, 21(8),1149-1174.
Kamariah, M. N. N., & Salwani, A. M. S. (2005). Determinants of online shopping intention, in Proceedings of Interna-tional Conference on E-Commerce, Putrajaya, 167-172.
Kao, T. W. D., & Lin, W.T. (2016). The relationship between perceived e-service quality and brand equity: A simultane-ous equations system approach. Computers in Human Behavior, 57, 208-218.
Katole, H. J. (2011). A study of problems and prospects of internet retailing in India. International Journal of Research in Commerce, IT & Management, 1(3), 114-117.
Kaur, K., & Wei, N. P. C. (2013). An Empirical Study of Online Shopping Customer Satisfaction in Malaysia: A Holistic Perspective. In Proceedings of the International Conference on Information Technology Infrastructure, Kuala Lumpur, Malaysia. Academic Press.
Khristianto, W., Kertahadi, I., & Suyadi, I. (2012). The influence of information, system and service on customer satisfac-tion and loyalty in online shopping. International Journal of Academic Research, 1(4),28-32.
Kim, J., Jin, B., & Swinney, J. L. (2009). The role of e-tail quality, e-satisfaction and e-trust in online loyalty development process. Journal of Retailing Consumer Services, 16(4),239-247.
Kim, D. J., Ferrin, D.L., & Rao, H.R. (2009). Trust and satisfaction, two steppingstone for successful e-commerce rela-tionships: A longitudinal exploration. Information Systems Research, 20(2), 237-257.
Kim, J., & Lee, J. (2002). Critical Design Factors for Successful E-Commerce System. Behaviour and Information Tech-nology, 21(3), 185-189.
Kim, J. (2010). Analyzing college students’ online shopping behavior through attitude and intention. The International Journal of Interdisciplinary Social Sciences, 5(3), 365-376.
Kline, R. B. (2005). Principles and Practice of Structural Equation Modeling. 4th ed., The Guilford Press, New York London.
Kotler, P. (2017). Marketing Management, Pearson. Harlow, United Kingdom.
Lee, G. G., & Lin, H.F. (2005). Customer Perceptions of E-Service Quality in Online Shopping. International Journal of Retail and Distribution Management, 33(2) 161-176.
Lester, D. H., Forman, A. M. & Loyd, D. (2005). Internet Shopping and Buying Behavior of College Students. Services Marketing Quarterly, 27(2), 123-38.
Li, D., Yadav, S.B., & Lin, Z. (2016). Exploring the Role of Privacy Programs on Initial Online Trust Formation. Lubbock, TX: Texas Tech University.
Li, H., Liu, Y. & Suomi, R. (2009). Measurement of E-service Quality: An Empirical Study in Online Travel Service. ECIS 2009 Proceedings. 191.
Lian, J. W., & Lin, T.M. (2008). Effects of consumer characteristics on their acceptance of online shopping: Comparisons among different product types. Computers in Human Behavior, 24(1), 48-65.
Liao, Z. & Cheung, M.T. (2001). Internet-based e-shopping and consumer attitudes: An empirical study. Information & Management, 38(5), 299–306.
Lim, H. & Dubinsky, A.J. (2004). Consumers’ perceptions of e-shopping characteristics: An expectancy-value approach. The Journal of Services Marketing, 18(6),500-513.
Lin, W. S. & Wang, C.H. (2012). Antecedences to continued intentions of adopting e-learning system in blended learning instruction: A contingency framework based on models of information system success and task-technology fit. Computers & Education, 58(1), 88-99.
Liu, X., He, M., Gao, F., & Xie, P. (2008). An empirical study of online shopping customer satisfaction in China: A holis-tic perspective. International Journal of Retail & Distribution Management, 36(11), 919-940.
Monsuwe, T. P., Dellaert, G. C. B. & Ruyter, K. (2004). What drives consumers to shop online? A literature Review. In-ternational Journal of Service Industry Management, 1(1), 102-121
Mukherjee, A. & Nath, P. (2007). Role of electronic trust in online retailing: A re-examination of the commitment trust theory. European Journal of Marketing, 41(9/10), 1173-1202.
Mustafa, I. E. A. (2011). Determinants of e-commerce customer satisfaction, Trust and Loyalty in Saudi Arabia. Journal of Electronic Commerce Research, 12(1),78-93.
Ngobeni, N. Z., I. Nzimakwe, P. O. Adeyeye & Munapo, E. (2015). Management of government properties in Mpulanga Province, South Africa: A service quality perspective. Environmental Economics, 6(3), 51-58.
Nguyen, D.H., de Leeuw, S., & Dullaert, W.E. (2018). Consumer behaviour and order fulfilment in online retailing: A sys-tematic review. International Journal of Management Reviews, 20(2), 255-276.
Olasanmi, O. O. (2019). Online shopping and customers’ satisfaction in Lagos State, Nigeria. American Journal of Indus-trial and Business Management, 9, 1446-1463.
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