Customer satisfaction in online meeting platforms: Impact of efficiency, fulfillment, system availability, and privacy
Keywords:
Customer, Satisfaction, Service, System Availability, Fulfillment and Effect, Online Meeting Platforms.
Abstract
As it is known business rely on the customers, which means the profitability of any company change depending on customer demand. Due to that, it is necessary to treat customers as the central factor of the market. In another meaning, Customer satisfaction is very important issue to a company’s business performance. In this regard, the purpose of this project was to determine the Impact of service quality on the customer satisfaction in the online meeting platforms. By means of service quality, we tested the impact of efficiency, fulfillment, system availability, and privacy on the customer satisfaction. Though conducting a survey data was collected. Different nationalities from various universities participated in this study including Kurdish, Turkish, Arabic, Turkmen, Indian, Pakistan, Uzbek, Nigerian and British with having different position such as head of the faculty, instructor, academic staff, head of the department and etc. in Kurdistan region of Iraq. Based on the result fulfillment, privacy issues were affected the customer satisfaction mostly.
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References
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Budur, T. (2018a). Analytic Hierarchy Process to Evaluate Corporate Image, Trust, and Switching Cost of GSM Operators: A Case of Kurdistan Region of Iraq. International Journal of Social Sciences & Educational Studies, 5(2), 241-250
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Budur, T., & Demir, A. (2019). Leadership effects on employee perception about CSR in Kurdistan Region of Iraq. International Journal of Social Sciences & Educational Studies, 6(1). 142-154.
Budur, T., & Poturak, M. (2021a). Employee Performance and Customer Loyalty: Mediation effect of Customer Satisfaction. Middle East Journal of Management.
Budur, T., & Poturak, M. (2021b). Transformational leadership and its impact on customer satisfaction. Measuring mediating effects of organisational citizenship behaviours. Middle East Journal of Management, 8(1), 67-91.
Budur, T., Faraj, K. M., & Karim, L. A. (2019). Benchmarking operations strategies via hybrid model: A case study of café-restaurant sector. Amazonia Investiga, 8(23), 842–854. https://amazoniainvestiga.info/index.php/amazonia/article/view/870
Budur, T., Rashid, C. A., & Poturak, M. (2018). Students perceptions on university selection, decision making process: A case study in Kurdistan Region of Iraq. International Journal of Social Sciences & Educational Studies, 5(1), 133–144.
Chambers, C., & Ryder, E. (2018). Compassion and caring in nursing. Routledge.
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Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76 (2), 193-218.
Demir A, Shawkat S, Majeed BN, Budur T. 2019. Fuzzy AHP and VIKOR to select best location for bank investment: case study in Kurdistan Region of Iraq. In Effective Investments on Capital Markets, Tarczyn’sk W, Nermend K (eds). Springer: Cham; 485-510.
Demir, A. (2020a). Impact of internal marketing on the customer perceptions in SMEs. International Journal of Services and Operations Management, 10.
Demir, A. (2020b). Inter-continental review for diffusion rate and internal-external benefits of ISO 9000 QMS. International Journal of Productivity and Quality Management, 10.
Demir, A. (2019a). A Benchmarking of service quality in telecommunication services: Case study in Kurdistan Region of Iraq. International Journal of Social Sciences & Educational Studies, 5(3), 216.
Demir, A. (2019b). The impact of strategic operations management decisions on shoppers'wellbeing. Asian Academy of Management Journal, 24(1), 25-57
Demir, A., Budur, T., & Heshmati, A. (2020). Antecedents of trust, corporate image, and switching costs: a case in telecommunication services in the Kurdistan region of Iraq. International Journal of Mobile Communications, 19(1), 53-74.
Demir, A., Budur, T., Hiwa, M., & Heshmati, A. (2021). Links between Knowledge Management and Organizational Sustainability: Does the ISO 9001 certification have an effect? Knowledge Management Research & Practice (TKMR), Doi: 10.1080/14778238.2020.1860663
Demir, A., Maroof, L., Khan, N. U. S., & Ali, B. J. (2020). The role of E-service quality in shaping online meeting platforms: a case study from higher education sector. Journal of Applied Research in Higher Education, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JARHE-08-2020-0253
Durmaz, O. (2017). Investigation of the motivation parameters in health care establishments. International Journal of Social Sciences & Educational Studies, 3(4), 44-53.
Ehmke, C., Fulton J. and Lusk, J. (2005). Marketing Four P's: First Step for New Entrepreneurs. Purdue Extension, Agricultural Innovation and Commercialization Center. https://www.womensenterprise.ca/wp-content/uploads/2017/04/marketings-four-pspurdue-university.pdf
Faeq, M. (2020). Performance Evaluation Criteria Development Process for Academic Staff at Universities. Black Sea Journal of Management and Marketing, 1(1), 59-70.
Gopalakrishnan, A. (2017). What does it mean ASSURANCE in Customer Service with suitable story? Retrieved 2020, https://specialties.bayt.com/fr/specialties/q/297270/what-does-it-mean-assurance-in-customer-service-with-suitable-story/
Gronroos, C. (1982). Strategic management and marketing in the service sector. Helsinkis, Swedish School of Economics (Vol. 8). Research report 0357-5764.
Grönroos, C. (1984), "A Service Quality Model and its Marketing Implications", European Journal of Marketing, Vol. 18 No. 4, pp. 36-44. https://doi.org/10.1108/EUM0000000004784
Hilal, D., & Top, C. (2019). Impact of product and service quality of gated communities on the repurchase intentions: A case study in Kurdistan Region of Iraq. International journal of Economics, Commerce and Management, 7(6), 505-515.
Khan, N. U. S., & Yildiz, Y. (2020). Impact of Intangible Characteristics of Universities on Student Satisfaction. Amazonia Investiga, 9(26), 105-116. https://amazoniainvestiga.info/index.php/amazonia/article/view/1122
Khan, R.A., Ajmal, H., & Fatima, M. (2018). Impact of service quality on customer satisfaction in banking industry of Pakistan: A case study of Karach. Journal of Social and Administrative Sciences, Vol 5(3).
Kitapci, O., Akdogan C., Dortyol İ.T. (2014). The impact of service quality dimensions on patient satisfaction, repurchase intentions and word-of-mouth communication in the public healthcare industry. Procedia – Soc. Behav. Sci, Volume 148, pages 161-169
Liao, M., and Yen et al. (2011). The effect of channel quality inconsistency on the association between e-service quality and customer relationships. Internet Research, Vol. 21 No. 4, pp. 458-478. https://doi.org/10.1108/10662241111158326
McLeod, S. (2019). What are Independent and Dependent Variables? Retrieved 2020, from simply psychology: https://www.simplypsychology.org/variables.html
Meehan, J., & Wright, G. H. (2012). The origins of power in buyer–seller relationships. Industrial Marketing Management, 41(4), 669-679.
Mohammed, K. S., Rashid, C. A., Salih, H. A., & Budur, T. (2020). The Role of Online Teaching Tools on the Perception of the Students during the Lockdown of Covid-19. International Journal of Social Sciences & Educational Studies, 7(3), 178–190.
Mohammed, S. S., & Shahin, O. (2020). Service Quality Perspectives in Telecommunication Sector: Trust and Loyalty Investigation. Amazonia Investiga, 9(28), 394-403. https://amazoniainvestiga.info/index.php/amazonia/article/view/1334
Mohammed, S. S., Suleyman, C., & Taylan, B. (2020). Burnout Determinants and Consequences Among University Lecturers. Amazonia Investiga, 9(27), 13-24. https://amazoniainvestiga.info/index.php/amazonia/article/view/1191
Olunlade, b. A., & Efozia, n. F. (2021). Intelligent ways for enhancing the process of placing, retrieving, and receiving orders for products and services from a virtual shop. International journal of research-granthaalayah, 9(2), 193-202.
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic service quality. Journal of service research, 7(3), 213-233.
Pakurár, M., Haddad, H., Nagy, J., Popp, J. and Oláh, J. (2019). The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector. Sustainability, MDPI, Open Access Journal, vol. 11(4), pages 1-24.
Poturak, M., Mekić, E., Hadžiahmetović, N., & Budur, T. (2020). Effectiveness of Transformational Leadership among Different Cultures. International Journal of Social Sciences & Educational Studies, 7(3), 119–129.
Powton, M. (2018). Everything You Need to Know About Customer Satisfaction. customerthink. Retrieved 12 18, 2018, from: http://customerthink.com/everything-you-need-to-know-about-customer-satisfaction/
Rahman, W. A. (2016). Empathy and Trust: Into a Better Workplace Environment. Academicsta, Volume 7, No. 12, pp. 2025-2034. Retrieved 2020, http://www.academicstar.us/UploadFile/Picture/2017-8/20178241525205.pdf
Santos, J. (2003). E-service quality: A model of virtual service quality dimensions. Management Service Quality, 13 (3), 233–246.
Spacey, J. (2016). 10 types of service quality. Simplicable. Retrieved 2020, https://simplicable.com/new/service-quality
Tajeddini, K. (2015). Using the Integration of Disparate Antecedents to Drive World-Class Innovation Performance: An Empirical Investigation of Swiss Watch Manufacturing Firms. Tékhne, Vol. 13, No. 1, pp. 34–50
Tajeddini, K. (2016). Analyzing the Influence of Learning Orientation and Innovativeness on Performance of Public Organizations: The Case of Iran. Journal of Management Development, Vol. 35, No. 2, pp. 134-153
Tariq, K., Sharif, B. M., & Khan, N. S. (2020). Influence of Promotional Offers on Buying Behavioral Responses of Retail Consumers in Kurdistan Region of Iraq. Black Sea Journal of Management and Marketing, 1(2), 1-10.
Torlak, N. G., Demir, A., & Budur, T. (2019). Impact of operations management strategies on customer satisfaction and behavioral intentions at café-restaurants. International Journal of Productivity and Performance Management. Vol. 69 No. 9, pp. 1903-1924.
Whitten, D. (2004). Information systems service quality measurement: The evolution of the SERVQUAL instrument. Journal of International Technology and Information Management, 13(3), 4.
Zardasht, P., Omed, S., & Taha, S. (2020). Importance of HRM Policies on Employee Job Satisfaction. Black Sea Journal of Management and Marketing, 1(1), 49-57.
Ahmed, M. A. (2020). Market Segmentation of Diet Nutrition Supply for the New Entrepreneurs: Case Study in Kurdistan Region of Iraq. Black Sea Journal of Management and Marketing, 1(1), 17-28.
Alharthi, M. N. A. N., & Khalifa, G. S. (2019). Business continuity management and crisis leadership: an approach to re-engineer crisis performance within Abu Dhabi Governmental entities. International Journal on Emerging Technologies, 10, 32-40.
Ali, M. O., Tawfeq, A. O., & Dler, S. M. (2020). Relationship between Diversity Management and Human Resource Management: Their Effects on Employee Innovation in the Organizations. Black Sea Journal of Management and Marketing, 1(2), 36-44.
Amin, N. G. A., & Ahmed, R. J. H. (2020). Perception of Women-Only Cafés in Kurdistan Region of Iraq. Black Sea Journal of Management and Marketing, 1(1), 29-40.
Anand, O., Srivastava, P.R., & Rakshit, A. (2017). Assessment, implication, and analysis of online consumer reviews: a literature review. Pacific Asia Journal of the Association for Information Systems, 9(2), 43-74
Borden, N. H. (1964). The concept of the marketing mix. Journal of advertising research, 4(2), 2-7.
Budur, T. (2018a). Analytic Hierarchy Process to Evaluate Corporate Image, Trust, and Switching Cost of GSM Operators: A Case of Kurdistan Region of Iraq. International Journal of Social Sciences & Educational Studies, 5(2), 241-250
Budur, T. (2018b). The impact of Al-Ghazali’s virtues on organizational commitment and performance: A case Study at private education institutions in Kurdistan Region of Iraq. Icabep, Erbil-Iraq, 2, p21.
Budur, T., & Demir, A. (2019). Leadership effects on employee perception about CSR in Kurdistan Region of Iraq. International Journal of Social Sciences & Educational Studies, 6(1). 142-154.
Budur, T., & Poturak, M. (2021a). Employee Performance and Customer Loyalty: Mediation effect of Customer Satisfaction. Middle East Journal of Management.
Budur, T., & Poturak, M. (2021b). Transformational leadership and its impact on customer satisfaction. Measuring mediating effects of organisational citizenship behaviours. Middle East Journal of Management, 8(1), 67-91.
Budur, T., Faraj, K. M., & Karim, L. A. (2019). Benchmarking operations strategies via hybrid model: A case study of café-restaurant sector. Amazonia Investiga, 8(23), 842–854. https://amazoniainvestiga.info/index.php/amazonia/article/view/870
Budur, T., Rashid, C. A., & Poturak, M. (2018). Students perceptions on university selection, decision making process: A case study in Kurdistan Region of Iraq. International Journal of Social Sciences & Educational Studies, 5(1), 133–144.
Chambers, C., & Ryder, E. (2018). Compassion and caring in nursing. Routledge.
Copley, L. (2017). 6 reasons why customer satisfaction is important. The Call Takers. Retrieved 2020, from all about calls: https://www.allaboutcalls.co.uk/the-call-takers-blog/6-reasons-why-customer-satisfaction-is-important
Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76 (2), 193-218.
Demir A, Shawkat S, Majeed BN, Budur T. 2019. Fuzzy AHP and VIKOR to select best location for bank investment: case study in Kurdistan Region of Iraq. In Effective Investments on Capital Markets, Tarczyn’sk W, Nermend K (eds). Springer: Cham; 485-510.
Demir, A. (2020a). Impact of internal marketing on the customer perceptions in SMEs. International Journal of Services and Operations Management, 10.
Demir, A. (2020b). Inter-continental review for diffusion rate and internal-external benefits of ISO 9000 QMS. International Journal of Productivity and Quality Management, 10.
Demir, A. (2019a). A Benchmarking of service quality in telecommunication services: Case study in Kurdistan Region of Iraq. International Journal of Social Sciences & Educational Studies, 5(3), 216.
Demir, A. (2019b). The impact of strategic operations management decisions on shoppers'wellbeing. Asian Academy of Management Journal, 24(1), 25-57
Demir, A., Budur, T., & Heshmati, A. (2020). Antecedents of trust, corporate image, and switching costs: a case in telecommunication services in the Kurdistan region of Iraq. International Journal of Mobile Communications, 19(1), 53-74.
Demir, A., Budur, T., Hiwa, M., & Heshmati, A. (2021). Links between Knowledge Management and Organizational Sustainability: Does the ISO 9001 certification have an effect? Knowledge Management Research & Practice (TKMR), Doi: 10.1080/14778238.2020.1860663
Demir, A., Maroof, L., Khan, N. U. S., & Ali, B. J. (2020). The role of E-service quality in shaping online meeting platforms: a case study from higher education sector. Journal of Applied Research in Higher Education, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/JARHE-08-2020-0253
Durmaz, O. (2017). Investigation of the motivation parameters in health care establishments. International Journal of Social Sciences & Educational Studies, 3(4), 44-53.
Ehmke, C., Fulton J. and Lusk, J. (2005). Marketing Four P's: First Step for New Entrepreneurs. Purdue Extension, Agricultural Innovation and Commercialization Center. https://www.womensenterprise.ca/wp-content/uploads/2017/04/marketings-four-pspurdue-university.pdf
Faeq, M. (2020). Performance Evaluation Criteria Development Process for Academic Staff at Universities. Black Sea Journal of Management and Marketing, 1(1), 59-70.
Gopalakrishnan, A. (2017). What does it mean ASSURANCE in Customer Service with suitable story? Retrieved 2020, https://specialties.bayt.com/fr/specialties/q/297270/what-does-it-mean-assurance-in-customer-service-with-suitable-story/
Gronroos, C. (1982). Strategic management and marketing in the service sector. Helsinkis, Swedish School of Economics (Vol. 8). Research report 0357-5764.
Grönroos, C. (1984), "A Service Quality Model and its Marketing Implications", European Journal of Marketing, Vol. 18 No. 4, pp. 36-44. https://doi.org/10.1108/EUM0000000004784
Hilal, D., & Top, C. (2019). Impact of product and service quality of gated communities on the repurchase intentions: A case study in Kurdistan Region of Iraq. International journal of Economics, Commerce and Management, 7(6), 505-515.
Khan, N. U. S., & Yildiz, Y. (2020). Impact of Intangible Characteristics of Universities on Student Satisfaction. Amazonia Investiga, 9(26), 105-116. https://amazoniainvestiga.info/index.php/amazonia/article/view/1122
Khan, R.A., Ajmal, H., & Fatima, M. (2018). Impact of service quality on customer satisfaction in banking industry of Pakistan: A case study of Karach. Journal of Social and Administrative Sciences, Vol 5(3).
Kitapci, O., Akdogan C., Dortyol İ.T. (2014). The impact of service quality dimensions on patient satisfaction, repurchase intentions and word-of-mouth communication in the public healthcare industry. Procedia – Soc. Behav. Sci, Volume 148, pages 161-169
Liao, M., and Yen et al. (2011). The effect of channel quality inconsistency on the association between e-service quality and customer relationships. Internet Research, Vol. 21 No. 4, pp. 458-478. https://doi.org/10.1108/10662241111158326
McLeod, S. (2019). What are Independent and Dependent Variables? Retrieved 2020, from simply psychology: https://www.simplypsychology.org/variables.html
Meehan, J., & Wright, G. H. (2012). The origins of power in buyer–seller relationships. Industrial Marketing Management, 41(4), 669-679.
Mohammed, K. S., Rashid, C. A., Salih, H. A., & Budur, T. (2020). The Role of Online Teaching Tools on the Perception of the Students during the Lockdown of Covid-19. International Journal of Social Sciences & Educational Studies, 7(3), 178–190.
Mohammed, S. S., & Shahin, O. (2020). Service Quality Perspectives in Telecommunication Sector: Trust and Loyalty Investigation. Amazonia Investiga, 9(28), 394-403. https://amazoniainvestiga.info/index.php/amazonia/article/view/1334
Mohammed, S. S., Suleyman, C., & Taylan, B. (2020). Burnout Determinants and Consequences Among University Lecturers. Amazonia Investiga, 9(27), 13-24. https://amazoniainvestiga.info/index.php/amazonia/article/view/1191
Olunlade, b. A., & Efozia, n. F. (2021). Intelligent ways for enhancing the process of placing, retrieving, and receiving orders for products and services from a virtual shop. International journal of research-granthaalayah, 9(2), 193-202.
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic service quality. Journal of service research, 7(3), 213-233.
Pakurár, M., Haddad, H., Nagy, J., Popp, J. and Oláh, J. (2019). The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector. Sustainability, MDPI, Open Access Journal, vol. 11(4), pages 1-24.
Poturak, M., Mekić, E., Hadžiahmetović, N., & Budur, T. (2020). Effectiveness of Transformational Leadership among Different Cultures. International Journal of Social Sciences & Educational Studies, 7(3), 119–129.
Powton, M. (2018). Everything You Need to Know About Customer Satisfaction. customerthink. Retrieved 12 18, 2018, from: http://customerthink.com/everything-you-need-to-know-about-customer-satisfaction/
Rahman, W. A. (2016). Empathy and Trust: Into a Better Workplace Environment. Academicsta, Volume 7, No. 12, pp. 2025-2034. Retrieved 2020, http://www.academicstar.us/UploadFile/Picture/2017-8/20178241525205.pdf
Santos, J. (2003). E-service quality: A model of virtual service quality dimensions. Management Service Quality, 13 (3), 233–246.
Spacey, J. (2016). 10 types of service quality. Simplicable. Retrieved 2020, https://simplicable.com/new/service-quality
Tajeddini, K. (2015). Using the Integration of Disparate Antecedents to Drive World-Class Innovation Performance: An Empirical Investigation of Swiss Watch Manufacturing Firms. Tékhne, Vol. 13, No. 1, pp. 34–50
Tajeddini, K. (2016). Analyzing the Influence of Learning Orientation and Innovativeness on Performance of Public Organizations: The Case of Iran. Journal of Management Development, Vol. 35, No. 2, pp. 134-153
Tariq, K., Sharif, B. M., & Khan, N. S. (2020). Influence of Promotional Offers on Buying Behavioral Responses of Retail Consumers in Kurdistan Region of Iraq. Black Sea Journal of Management and Marketing, 1(2), 1-10.
Torlak, N. G., Demir, A., & Budur, T. (2019). Impact of operations management strategies on customer satisfaction and behavioral intentions at café-restaurants. International Journal of Productivity and Performance Management. Vol. 69 No. 9, pp. 1903-1924.
Whitten, D. (2004). Information systems service quality measurement: The evolution of the SERVQUAL instrument. Journal of International Technology and Information Management, 13(3), 4.
Zardasht, P., Omed, S., & Taha, S. (2020). Importance of HRM Policies on Employee Job Satisfaction. Black Sea Journal of Management and Marketing, 1(1), 49-57.
Published
2021-04-12
How to Cite
Top, C., & Ali, B. J. (2021). Customer satisfaction in online meeting platforms: Impact of efficiency, fulfillment, system availability, and privacy. Amazonia Investiga, 10(38), 70-81. https://doi.org/10.34069/AI/2021.38.02.7
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