Title: The impact of E- Service Quality on the Customers Satisfaction In Agricultural Credit CorporationChapter One
Title: The impact of E- Service Quality on the Customers Satisfaction In Agricultural Credit CorporationChapter One
1.1 Introduction
Technological innovations and their application in e-government are considered to be the key factors driving public sector re-engineering since 1990s. The e-government is based on the application of Information and communications technology (ICT) for the enhancement of innovation in extensive services to government. It can likewise be portrayed as the abstract correlation that clients make between the quality assumptions for a help and what they get. The enhancement in discipline of information and communication technology can improve the maximum number of people in public or private sectors that can benefit from extensive service range by means of web and internet (Hyland et al., 2021, Masupa, 2017).
E-government is a multidisciplinary transformation initiative, activated by utilising ICT as enablers to develop and promote high-quality, integrated, and impacting public services for its people (Arief et al., 2021). To provide better service to their citizen, governments and the public sector in general are looking for efficient and effective ways to meet the new challenges arising from the rapid advancement in the society. e-government offers an opportunity to meet some of these new challenges successfully. The e-government aims to enhance the deployment of ICT for the enhancement of entire categories of entire stakeholder groups.
E-service quality is very crucial to build a good relationship in society. Quality of e-government services can also be evaluated by user satisfaction and the intention of future use. Hence, the aim of the e-government system in making more obvious the transparency and accountability of the government is still far from expectation. The implementation is still on the level of adaptation of the new technology and simplification of organizational structures (Aritonang 2017).
E-government applications are likely to be most useful in public service delivery as they take less training for users and trustworthy (Chohan & Hu, 2022; Intan, et al. 2020). Despite this fact, it should be noted that technology could also cause complications in service delivery (Intanet al. 2020). Therefore, it is important to understand the barriers of e-government applications place on public service delivery. By understanding the role of technology, a broader insight into outside influences on effective service delivery can be gained as well as how technology addresses challenges such as the organizational ability, communication, and accountability in service delivery.
1.2 Research Problem
Indeed, the literature has acknowledged the proliferation of new technologies, particularly the on-going establishment of websites and various systems in different institutions with the intention of improving public service delivery. Though many of these e-government researches have focused mainly on developed and industrialised nations. Electronic help, alludes to administrations presented over the data and correspondence advancements. These administrations are turning out to be progressively significant with ceaselessly evolved application in different spaces (government, training, business and wellbeing) as these administrations give advantages to every interested individual from specialist organizations, administration clients and the general public (Rajaobelina et al., 2022; Al-rawahna et al., 2018) .Evidence from the literature has shown limited researches relating to e-government development in Jordan. For Jordan and other emerging countries to benefit from the potentials of e-government, more research needs to be done in digital government and the related field of e-government that focus this satisfaction with the services provided by e goverment (Al-rawahna et al., 2018).
The Agricultural Credit Corporation in Jordan is currently seeking to implement the e-government applications at all administrative levels. and like other institutions, it is likely that the institution will face some difficulties in the process of shifting from the traditional system to e government Which had hardly finished automating and archiving its main operations until it found itself in the face of external and surrounding pressures and the inevitability of accelerating the pace and abandoning the turtles path and start taking initiative and Entrepreneurship and initialization the internal environment to provide e-services and interact more technically with the external environment whether the Ministry of Digital Economy and Entrepreneurship,central bank , competitors , key partners , service recipients and meet their needs and involve them in the design and development of e- services .
1.3 Research Aim and Objectives The Objectives of this research is to explore the quality of e-government services in Jordan from the prespective of customers (user)to achive this aims.three Objectives are set .
To identify the level of customers satisfaction about the quality of e-transactions in the Agricultural Credit Corporation.
To discuss the impact of e- service quality on customers satisfaction in the Agricultural Credit Corporation.
To reveal the most influential dimensions of e-service quality on customers satisfaction in the Agricultural Credit Corporation.
1.4 The importance of the Study
The importance of the study can be highlighted from two aspects, as follows :
Theoretical significance:
Service Quality evaluation is a highly complex process that may operate at several levels of abstraction that makes conceptualization and measurement of service quality a real difficult task. With increasing competition, service quality has become a popular area of academic investigations and is recognized as key factor in keeping competitive advantage and sustaining satisfying relationship with customers.
2- This research Contributes to bridging the gap in both literature and practice of e-government in Jordan by extending existing e-government frameworks available in Jordan through this research of both technical and non-technical factors towards improving electronic government development and use in Jordan. The research outcomes may be useful as to developing e-government system in Jordan in planning and implementing the e-Government initiatives.
Practical importance :
The need for an accurate and clear definition of the concept of e- service quality and the requirements for developing e- service quality in Jordanian society
The results of this study expected to identify the mechanisms that work to develop e- service quality.
The results and recommendations of this study are expected to benefit senior management and stakeholders at the Agricultural credit Corporation for excellence in developing the mechanisms for applying e-government in its operations and improving the quality of its outputs.
Research Questions:
The research is guided by the following research questions in the context of in Agricultural Credit Corporation:
Q1: Are customers satisfied with the quality of e-transactions?
Q2: Is there any relationship between the e-service quality dimensions and the overall customers satisfaction?
Q3: What are the most influential dimensions of e-service quality on the overall customers satisfaction?
1.5 Research Model
The model of the study will be adopted as shown below in the descriptive approach, the variables related to the research problem and the relationship between the variables, which is represented in the application of e- government in the Agricultural Credit Corporation:
( E- service quality)
I.V D.V
2974975173355Customers
satisfaction
00Customers
satisfaction
342900118110Tangibles
00Tangibles
171450016764000
342900103505Responsiveness
00Responsiveness
171450015367000
34290088900Empathy
00Empathy
17145002476500
34290074930reliability
00reliability
171450071120001714500101600017145009207500171450012446000
34290060325Assurance
00Assurance
34290013335Ease To Use
00Ease To Use
342900176529Information Quality
00Information Quality
The most commonly used Service Quality (SQ) scale has been the SERVQUAL scale by Parasuraman et al. (1985) identified ten dimensions that formed the basis of customer evaluation of service quality. They are reliability, responsiveness, competence, access, courtesy, communication, credibility, security, understanding/knowing the customer and tangibles. However, Parasuraman et al. (1988) conducted empirical studies in several industry sectors to develop and refine service quality dimensions and quantify customers' global (as opposed to transaction-specific) assessment of a company's service quality. Based on scale enhancement, the initial ten dimensions were condensed to five dimensions of tangibles, reliability, responsiveness, assurance and empathy, usually referred to as SERVQUAL.
,
E-service quality dimensions were suggested by Chen et al., (2017) and they are based on five dimensions of e-service quality: website design, customer service, privacy, and fulfilment. Website design is about various parameters that judge the effectiveness of it on the grounds like: the quality of information uploaded on it so that customers can be benefitted out of it. The aesthetics of the website need to be visually satisfactory and appealing. The purchase processes through which credit will be availed from it need to be easy to apply. Chen et al., (2017) strongly believes that customer service is dependent on grievance resolution, service level and policies while dealing through electronic mode. Zainul (2019) in his study about e-banking and e-satisfaction proved first order placed by customers and the service quality are the deciding factors about the repurchase behaviour of customer or the reference shared by him for potential business. Saha and Mukherjee (2022) arrived at the conclusion that there is a relationship between customer satisfaction and in e-banking and the five dimensions of E- SERVQUAL scale: need some modifications so that the instrument used to provide credit facilities through online channel can be validated. For instance, Ighomereho et al., (2022) studied to understand how to evaluate e-service quality and concluded by proposition of seven dimensions of e-service quality, (website appearance, ease of use, reliability, security, personalisation, fulfilment and responsiveness). The essential objective of the aspects is to offer supervisors and specialists experiences into the elements of administration quality that can further develop administration contributions.
Model Veriables
E Service Dimensions:
Tangible: refers to physical facilities (aesthetics), virtual tour, functional appeal and the appearance of employees (Anoop, K. G. (2021).
Reliability: refers to the security ensured to the customer data entered in the website and the maintenance of integrity along with it (Hu, Chen & Zhang, 2021).
Responsiveness: It refers to the efficient and effective handling of concerns and response via Internet mode (Retno, Budi & Agustina, 2019).
Assurance: The quality and reliability as promised is assured by being respectul and polite to customers (Zainul, 2019).
Empathy: Provision of caring and individualized attention to customers provided by call centres or web administrators. (Bahadur et al. 2018, KANG 2020)
Easy To Use: means that the site navigation is easy (Masupa, 2017). It also refers to the ability of a customer to find information or enact a transaction with the least amount of effort. It has been found to be one of the main determinants of e-service quality (Narteh, 2015).
Information Quality: The information described in the Website pertaining to a service or product must be accurate, precise, updated and appropriate, so that users can nd the information that effectively corresponds to the reality of what they intend to purchase S et al 2016) . Information quality includes the degree to which comprehensive, correct, organized, clear, current and timely data is provided on the server for users including all stakeholders and customers so that they have access to the information of their interest. It should be updated periodically to remove obsolete information. (Retno, Budi & Agustina, 2019)
1.6 Limitations of the Research
Temporal Boundaries: During the academic year (2021-2022)
spatial Boundaries: This study only includes the operating branches of the Agricultural Credit Corporation, the general administration in Amman, the governorates and the brigades and the number of 25 administrative units.
Research methods: Another limitation is the use of the quantitative methodology, and particularly questionnaire survey method of data collection, which tends to limit the researchers ability to further interpret and explain the findings of the research.
1.7 Thesis Plan
-427355520700CHAPTER 1: INTRODUCTION OF THE TOPIC, RATIONALE OF THE STUDY, RESEARCH AIM, QUESTIONS AND OBJECTIVES
CHAPTER 5: CONCLUSIONS AND SUITABLE RECOMMMENDATIONS
CHAPTER 4: DATA FINDINGS AND INTERPRETATIONS
CHAPTER 2: DEVELOPMENT OF SUITABLE LITERATURE REVIEW
CHAPTER 3: DEVELOPMENT OF PROPER RESEARCH METHODOLOGY
00CHAPTER 1: INTRODUCTION OF THE TOPIC, RATIONALE OF THE STUDY, RESEARCH AIM, QUESTIONS AND OBJECTIVES
CHAPTER 5: CONCLUSIONS AND SUITABLE RECOMMMENDATIONS
CHAPTER 4: DATA FINDINGS AND INTERPRETATIONS
CHAPTER 2: DEVELOPMENT OF SUITABLE LITERATURE REVIEW
CHAPTER 3: DEVELOPMENT OF PROPER RESEARCH METHODOLOGY
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Anoop, K. G. (2021).Service Quality and Post Service Behaviour of Customers of Kerala Gramin Bank(Doctoral dissertation, St. Thomas College (Autonomous)).
Chen, Y. C., Shen, Y. C., Lee, C. T. Y., & Yu, F. K. (2017). Measuring quality variations in e-service.Journal of Service Theory and Practice.
Hu, N., Chen, X., & Zhang, N. (2021). Influence of service quality of agricultural products e-commerce platform on customer loyalty-the mediating role of customer engagement.International Journal of Smart Business and Technology,9(1), 13-28.
Intan, D. R., Setiawan, B., & Shinta, A. (2020). Measuring E-Service Quality In Agriculture Company.Habitat,31(2), 48-54.
Masupa, M. E. (2017).Internet banking adoption decisions and e-service quality of rural customers(Doctoral dissertation, Bloemfontein: Central University of Technology, Free State).
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Retno, I. D., Budi, S., & Agustina, S. (2019). Analysis of the relationship between e-service quality, customer satisfaction, and consumer behavioral intentions: a case study of online-based agribusiness companies in Malang city.Russian Journal of Agricultural and Socio-Economic Sciences,85(1), 113-120.
Saha, M., & Mukherjee, D. (2022). The role of e-service quality and mediating effects of customer inspiration and satisfaction in building customer loyalty.Journal of Strategic Marketing, 1-17.
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Zainul, A. (2019). The Influence of E-service Quality toward E-satisfaction, E-trust, E-word of Mouth and Online Repurchase Intention: A Study on the Consumers of the Three-star Hotels in Lampung.Russian Journal of Agricultural and Socio-Economic Sciences,93(9), 27-38.
Ighomereho, S. O., Ojo, A. A., Omoyele, S. O., & Olabode, S. O. (2022). From Service Quality to E-Service Quality: Measurement, Dimensions and Model.arXiv preprint arXiv:2205.00055.
