Influence of E-Service Quality on Customer Satisfaction & Word of Mouth in App-based Service Industry: A Case on Pathao, Bangladesh

Abstract

The intents of the present investigation is to identify the influence of e-service quality on customer satisfaction and word of mouth in app-based service industry from Bangladesh. The existing literature was reviewed to discover the dimensions of e-service which were positively associated to the satisfaction of the customer. Multiple researches also indicated positive association between satisfaction and word of mouth. Data were collected by executing survey using a structured questionnaire. Using convenience sampling technique a total of 186 respondents were selected. SPSS (version 24) and PLS software (version 3) were used to analyses the study. From the findings of the study, it was found that, application design, service fulfillment, and customer service have positive and significant influence on the customer satisfaction while the security & privacy of the company app has no significant influence on customer satisfaction. Also, customer satisfaction of e-services has significant influence word of mouth. This study contributes to getting an insight into growing technology & its adaptability.