Title: E-service quality dimensions and customer satisfaction among users of automated saving platforms in a typical developing economy

Authors: Ebuka Christian Ezenwafor; Adeola A. Ayodele; Blankson Governor Esiti

Addresses: Nnamdi Azikiwe University Awka, Anambra state, Nigeria ' Nnamdi Azikiwe University Awka, Anambra state, Nigeria ' Petroleum Training Institute, Effurun, Nigeria

Abstract: This study assesses the nexus between e-SQ model and customer satisfaction among the users of automated saving platforms in Nigeria. In a bid to achieve this objective, survey research design and quota sampling were used as research design and sampling method, respectively. A questionnaire was used while the study population comprises of active users of automated saving platforms that reside in Anambra state. Validity and reliability of the study were carried out using content validity and Cronbach's alpha coefficient, respectively. Formulated hypotheses were tested using multiple regressions via SPSS. The finding of this study revealed that website design, reliability, personalisation, ease of use and trust have appreciable effect on customer satisfaction while responsiveness does not have a significant impact on customer satisfaction. It was recommended that automated saving platforms' service providers should modify their technology to ensure that an average customer can easily access and navigable website the site with no glitch.

Keywords: e-service quality; customer satisfaction; automated saving platform; Nigeria.

DOI: 10.1504/WREMSD.2021.10042747

World Review of Entrepreneurship, Management and Sustainable Development, 2022 Vol.18 No.5/6, pp.566 - 580

Received: 08 Jul 2020
Accepted: 01 Nov 2020

Published online: 18 Sep 2022 *

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