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Total Quality Management & Business Excellence Volume 24, 2013 - Issue 9-10: Relationship Quality and Customer Satisfaction in Service Contexts
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Service Quality and Customer Satisfaction

The influence of electronic service quality on loyalty in postal services: the mediating role of satisfaction

Ana Rosa Del Águila-Obra Department of Management, Universidad de Málaga, Málaga, Spain
,
Antonio Padilla-Meléndez Department of Management, Universidad de Málaga, Málaga, SpainCorrespondence[email protected]
&
Rami M.O.O. Al-dweeri Department of Marketing, Philadelphia University, Amman, Jordan
Pages 1111-1123 | Published online: 10 Jun 2013

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Read on this site (3)

Ashwarya Kapoor, Rajiv Sindwani & Manisha Goel. (2023) Exploring quick commerce service experience: a moderated mediated investigation using SEM and fsQCA. Total Quality Management & Business Excellence 34:13-14, pages 1896-1919.
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Amira Trabelsi-Zoghlami, Sarra Berraies & Karim Ben Yahia. (2020) Service quality in a mobile-banking-applications context: do users’ age and gender matter?. Total Quality Management & Business Excellence 31:15-16, pages 1639-1668.
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Tamather Shatnawi. (2019) Development of an Integrated Conceptual Framework for Electronic Hedonic Service Quality (e-HSQ): An Exploratory Study. Journal of Internet Commerce 18:4, pages 395-427.
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Articles from other publishers (8)

Sengazhani Murugesan Vadivel & Kirubaharan Boobalan. (2023) Influences of Indian postal service quality factors on customer satisfaction amidst Covid-19 pandemic: an empirical study. International Journal of System Assurance Engineering and Management.
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Liang Shen, Runjie Fan, Zhaoqing Yu & Yuyan Wang. (2021) The Service Strategy and Influencing Factors of Online Recycling of Used Mobile Phones. Mathematics 9:21, pages 2690.
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Anna Drab-Kurowska & Agnieszka Budziewicz-Guźlecka. (2021) The Digital Post Ecosystem—Example of Poland in the Context of Research. Sustainability 13:5, pages 2550.
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Rami Mohammad Al-dweeri, Antonia Ruiz Moreno, Francisco Javier Llorens Montes, Zaid Mohammad Obeidat & Khaldoon M. Al-dwairi. (2019) The effect of e-service quality on Jordanian student’s e-loyalty: an empirical study in online retailing. Industrial Management & Data Systems 119:4, pages 902-923.
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Osaretin Kayode Omoregie, John Agyekum Addae, Stanley Coffie, George Oppong Appiagyei Ampong & Kwame Simpe Ofori. (2019) Factors influencing consumer loyalty: evidence from the Ghanaian retail banking industry. International Journal of Bank Marketing 37:3, pages 798-820.
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M. Soledad Janita & F. Javier Miranda. (2018) Quality in e-Government services: A proposal of dimensions from the perspective of public sector employees. Telematics and Informatics 35:2, pages 457-469.
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Amira Trabelsi Zoghlami, Karim Ben Yahia & Sarra Berraies. (2018) From Mobile Service Quality Evaluation to E-Word-Of-Mouth: What Makes the Users of Mobile Banking Applications Speak About the Bank?. International Journal of E-Services and Mobile Applications 10:2, pages 36-57.
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Michel Rod, Nicholas J. Ashill & Tanya Gibbs. (2016) Customer perceptions of frontline employee service delivery: A study of Russian bank customer satisfaction and behavioural intentions. Journal of Retailing and Consumer Services 30, pages 212-221.
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