English (United Kingdom)

https://curated-unify.zendy.io/wp-json/zendy-region/v1/featured_content/oa?rat=en

https://curated-unify.zendy.io/wp-json/zendy-region/v1/highlighted_journal/

Global: Zendy Plus annual

Presents the access of premium content as premium feature

Premium Content

Presents the keyphrase highlighting as premium feature

Keyphrase Highlighting

Presents the summarisation as premium feature

Summarisation

Insights

Presents the pdf analysis as premium feature

PDF Analysis

Presents the zaia usage as premium feature

ZAIA

Global: Zendy Tools annual

Global: Zendy Free Plan

Global: Zendy Tools monthly

Global: Zendy Plus monthly

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.

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