Is quality of service along with stakeholder interdependencies imperative for the socially sustainable digital startups?
Abstract
Purpose The aim of this study is to explore how to transform digital startups into socially sustainable digital startups by analyzing the impact of the five dimensions of quality of service along with the mediating influence of stakeholder interdependencies. Design/methodology/approach Using purposive sampling technique, quantitative data from 105 respondents were collected using an adapted online questionnaire to know who are the CEOs and employees of s digital startups in Pakistan. The data were analyzed using PLS-SEM in the Smart PLS. Findings The findings indicate a significant impact of SERVQUAL dimensions such as empathy, responsiveness, tangible, reliability and assurance for the socially sustainable digital Socially sustainable startups often prioritize metrics related to environmental impact, ethical sourcing, and community engagement. While reliability, responsiveness and tangibles are crucial for traditional startups, but in case of socially sustainable digital startups, the emphasis may shift towards showcasing the positive social and environmental contributions of the digital startup. Moreover, the findings suggest that stakeholder interdependence mediates the relationship of socially sustainable startups with empathy and assurance. Originality/value Identifying the unique sustainability characteristics of digital businesses and underlining their particular dependence on social responsibility, this study sets new standards in the field. Using the SERVQUAL paradigm, the research delves into the unexplored domain of customer service inside digital businesses, in contrast to traditional startups. By examining the mediating effect of stakeholder interdependencies on the relationship between SERVQUAL and the social sustainability of digital businesses. Providing an extensive and insightful framework for the study, this approach makes significant contribution to understand the complex dynamics of social sustainability in the context of digital startups.