The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e‐commerce settings
作者： Norizan Kassim , Nor Asiah Abdullah
DOI: 10.1108/13555851011062269
关键词: Varimax rotation 、 Survey methodology 、 Loyalty 、 Business 、 Loyalty business model 、 SERVQUAL 、 Service quality 、 Social psychology 、 Marketing 、 Word of mouth 、 Customer satisfaction
摘要: … of the consumers said that they trusted direct recommendations … the online service provider than dissatisfied customers. … to increase retention rates and attract new customers through …
emeraldinsight.com参考文章(58)
David Gefen, , Customer Loyalty in E-Commerce Journal of the Association for Information Systems. ,vol. 3, pp. 2- ,(2002) , 10.17705/1JAIS.00022
Michael D Johnson, Christopher W Hart, Growing the Trust Relationship ,(1999)
David Gefen, , Detmar Straub, , The Relative Importance of Perceived Ease of Use in IS Adoption: A Study of E-Commerce Adoption Journal of the Association for Information Systems. ,vol. 1, pp. 8- ,(2000) , 10.17705/1JAIS.00008
P Schefter, F Reichheld, E-LOYALTY: YOUR SECRET WEAPON ON THE WEB HARVARD BUSINESS REVIEW. ,vol. 78, pp. 105- 113 ,(2003)
Valarie A. Zeithaml, Ananthanarayanan Parasuraman, Leonard L. Berry, SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing. ,vol. 64, pp. 12- 40 ,(1988)
Richard L. Oliver, Whence Consumer Loyalty Journal of Marketing. ,vol. 63, pp. 33- 44 ,(1999) , 10.2307/1252099
Robert W Chestnut, Jacob Jacoby, Brand Loyalty: Measurement and Management ,(1978)
David Bejou, Christine T. Ennew, Adrian Palmer, Trust, ethics and relationship satisfaction International Journal of Bank Marketing. ,vol. 16, pp. 226- 227 ,(1998) , 10.1108/02652329810220729
D. J. Reibstein, What attracts customers to online stores, and what keeps them coming back? Journal of the Academy of Marketing Science. ,vol. 30, pp. 465- 473 ,(2002) , 10.1177/009207002236918
Valarie A. Zeithaml, Leonard L. Berry, A. Parasuraman, The Behavioral Consequences of Service Quality Journal of Marketing. ,vol. 60, pp. 31- 46 ,(1996) , 10.2307/1251929