The moderating effect of technology turbulence on the relationships between e-marketing mix and customer satisfaction for electronic information services

IF 1.4 4区管理学 Q2 INFORMATION SCIENCE & LIBRARY SCIENCE

Journal of Librarianship and Information Science Pub Date : 2024-08-16 DOI:10.1177/09610006241260055

Maha Elfadel, Roslina Othman, Nik Hziman Nik Mat, Hazwani Mohadis, Mahfooz Ahmed

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引用次数: 0

Abstract

This study uses structural equation modeling (SEM) (Smart PLS 3.0) to investigate the moderating effect of technological turbulence on the relationships between the e-marketing mix (4Ps) and customer satisfaction with e-information services provided by public university libraries in Jordan. Using an online survey with (792) postgraduate students who were chosen from a voluntary response sample. The study unveiled that various elements within the e-marketing mix significantly influence customer satisfaction with e-information services. The results of the study revealed significant positive relationships between e-product, e-pricing, and e-promotion with customer satisfaction (CSEIS). Additionally, there are significant negative relationships between e-place and CSEIS. the results highlighted the moderating role of technology turbulence in influencing these relationships. Specifically, technology turbulence negatively moderates e-product and e-place, while positively moderating e-pricing and e-promotion in their impact on CSEIS. All reported relationships are statistically significant based on the provided p-values, indicating the robustness of the observed effects.

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技术动荡对电子信息服务的电子营销组合与客户满意度之间关系的调节作用

本研究采用结构方程模型（SEM）（Smart PLS 3.0）研究技术动荡对电子营销组合（4Ps）与约旦公立大学图书馆提供的电子信息服务的客户满意度之间关系的调节作用。研究采用在线调查的方式，从自愿回答的样本中选取了（792 名）研究生。研究揭示了电子营销组合中的各种要素对客户对电子信息服务的满意度有重大影响。研究结果显示，电子产品、电子定价和电子促销与客户满意度（CSEIS）之间存在显著的正相关关系。此外，电子场所与 CSEIS 之间存在明显的负相关关系。研究结果突出了技术动荡对这些关系的调节作用。具体来说，技术动荡对电子产品和电子地点的影响为负，而对电子定价和电子促销对 CSEIS 的影响为正。根据所提供的 p 值，所有报告的关系在统计上都是显著的，这表明所观察到的效应是稳健的。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Librarianship and Information Science INFORMATION SCIENCE & LIBRARY SCIENCE-

CiteScore

4.70

自引率

11.80%

发文量

期刊介绍： Journal of Librarianship and Information Science is the peer-reviewed international quarterly journal for librarians, information scientists, specialists, managers and educators interested in keeping up to date with the most recent issues and developments in the field. The Journal provides a forumfor the publication of research and practical developments as well as for discussion papers and viewpoints on topical concerns in a profession facing many challenges.