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Strategies and challenges to enhance the impact of e-service quality on institutional excellence: A proposed framework

E-service quality plays a significant role to achieve success or failure in any organization, offering services online. It will increase the competition among the organizations, to attract the customers on the basis of the quality of service provided by the organization. Better e-service quality wi...

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Main Authors: Al Amin, Mohamed Sultan, Alsuwaidi, Salma Juma Jabr Juma
Format: Article
Language:English
Published: Scientific Research Publishing House (SRPH) 2023
Online Access:http://eprints.utem.edu.my/id/eprint/27920/2/017401806202473144865.pdf
http://eprints.utem.edu.my/id/eprint/27920/
https://sjamao.srpub.org/article-7-180-en.pdf
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spelling my.utem.eprints.279202024-10-09T16:47:49Z http://eprints.utem.edu.my/id/eprint/27920/ Strategies and challenges to enhance the impact of e-service quality on institutional excellence: A proposed framework Al Amin, Mohamed Sultan Alsuwaidi, Salma Juma Jabr Juma E-service quality plays a significant role to achieve success or failure in any organization, offering services online. It will increase the competition among the organizations, to attract the customers on the basis of the quality of service provided by the organization. Better e-service quality will enhance the relationship with customers and their satisfaction. So, the measurement of eservice quality is very important, but it is a complex process due to the complex nature of services. Literature predicts that there is a lack of universal definition of e-service quality. Hence, the main objective of implementing an E-service quality is to improve the organizations business processes and operations for improved business institutional excellence. But not all organizations have been successful in the E-service quality. The aim of this paper was an attempt to enhance the Impact of E-service quality on institutional excellence as a part of corporate strategy in an organization. The results confirmed the positive and significant effects of E-service quality to enhance institutional excellence .The moderator role of company quality policy between E-service quality and institutional excellence also was confirmed. Throughout this study, further details and valuable implications have been discussed. Findings also help practitioners and managers make proper decisions when implementing E-service quality and excellence practices in their organizations. With the joint effect of E-service quality and institutional excellence, organizations can achieve maximum strong excellence and remain in a competitive market, which may assist to maintain and improve the performance and effectiveness of e-service quality to retain customers. Scientific Research Publishing House (SRPH) 2023-12 Article PeerReviewed text en http://eprints.utem.edu.my/id/eprint/27920/2/017401806202473144865.pdf Al Amin, Mohamed Sultan and Alsuwaidi, Salma Juma Jabr Juma (2023) Strategies and challenges to enhance the impact of e-service quality on institutional excellence: A proposed framework. SRPH Journal Of Applied Management And Agile Organisation, 5. pp. 1-10. ISSN 2717-2163 https://sjamao.srpub.org/article-7-180-en.pdf 10.47176/sjamao.5.4.1
institution Universiti Teknikal Malaysia Melaka
building UTEM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknikal Malaysia Melaka
content_source UTEM Institutional Repository
url_provider http://eprints.utem.edu.my/
language English
description E-service quality plays a significant role to achieve success or failure in any organization, offering services online. It will increase the competition among the organizations, to attract the customers on the basis of the quality of service provided by the organization. Better e-service quality will enhance the relationship with customers and their satisfaction. So, the measurement of eservice quality is very important, but it is a complex process due to the complex nature of services. Literature predicts that there is a lack of universal definition of e-service quality. Hence, the main objective of implementing an E-service quality is to improve the organizations business processes and operations for improved business institutional excellence. But not all organizations have been successful in the E-service quality. The aim of this paper was an attempt to enhance the Impact of E-service quality on institutional excellence as a part of corporate strategy in an organization. The results confirmed the positive and significant effects of E-service quality to enhance institutional excellence .The moderator role of company quality policy between E-service quality and institutional excellence also was confirmed. Throughout this study, further details and valuable implications have been discussed. Findings also help practitioners and managers make proper decisions when implementing E-service quality and excellence practices in their organizations. With the joint effect of E-service quality and institutional excellence, organizations can achieve maximum strong excellence and remain in a competitive market, which may assist to maintain and improve the performance and effectiveness of e-service quality to retain customers.
format Article
author Al Amin, Mohamed Sultan
Alsuwaidi, Salma Juma Jabr Juma
spellingShingle Al Amin, Mohamed Sultan
Alsuwaidi, Salma Juma Jabr Juma
Strategies and challenges to enhance the impact of e-service quality on institutional excellence: A proposed framework
author_facet Al Amin, Mohamed Sultan
Alsuwaidi, Salma Juma Jabr Juma
author_sort Al Amin, Mohamed Sultan
title Strategies and challenges to enhance the impact of e-service quality on institutional excellence: A proposed framework
title_short Strategies and challenges to enhance the impact of e-service quality on institutional excellence: A proposed framework
title_full Strategies and challenges to enhance the impact of e-service quality on institutional excellence: A proposed framework
title_fullStr Strategies and challenges to enhance the impact of e-service quality on institutional excellence: A proposed framework
title_full_unstemmed Strategies and challenges to enhance the impact of e-service quality on institutional excellence: A proposed framework
title_sort strategies and challenges to enhance the impact of e-service quality on institutional excellence: a proposed framework
publisher Scientific Research Publishing House (SRPH)
publishDate 2023
url http://eprints.utem.edu.my/id/eprint/27920/2/017401806202473144865.pdf
http://eprints.utem.edu.my/id/eprint/27920/
https://sjamao.srpub.org/article-7-180-en.pdf
_version_ 1814061435389476864
score 13.211869

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