Investigating the impact of e-services quality management on decision making agility

Abstract: This article will examine the impact of e-service quality management dimensions on decision-making agility at private universities in Jordan. The e-service quality model was extended by adding more dimensions and applying them in a pure service environment. The study used five dimensions to measure the impact of e-services quality management, including efficiency, fulfillment, privacy, responsiveness, and contact on decision-making agility. During the spring semester of 2021, an online questionnaire was distributed randomly at 12 private universities in Jordan. A total of 300 respondents completed and submitted the questionnaire. The results show that the five dimensions of e-service quality have a significant impact on decision-making agility at private universities in Jordan. The result indicates that contact was the most influential factor in decision-making agility. This confirms the importance of having advanced information technology systems and strategies to enhance communication effectiveness. University management can employ these results to enhance existing policies and procedures to improve the quality of e-services provided to boost and maintain competitiveness and distinction. We can anticipate that a university with a high level of decision-making agility can have a better change management cycle and be more flexible in response to market challenges.

How to cite this paper

 Afaishat, T & Khraim, H. (2021). Investigating the impact of e-services quality management on decision making agility.Uncertain Supply Chain Management, 9(4), 1061-1070.

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