Portada del libro de MEASURING E-SERVICE QUALITY AND ITS LINKAGE TO CUSTOMER LOYALTY
Título del libro:

MEASURING E-SERVICE QUALITY AND ITS LINKAGE TO CUSTOMER LOYALTY

How to attract and retain online customers?

LAP LAMBERT Academic Publishing (2010-09-03 )

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ISBN-13:

978-3-8383-9746-7

ISBN-10:
3838397460
EAN:
9783838397467
Idioma del libro:
Inglés
Notas y citas / Texto breve:
Service quality is one of the key factors in determining the success or failure of Internet Commerce. To develop a reliable and valid measurement of Internet-based service quality (e- service quality), a broad conceptual framework was established. This framework integrates several conceptual models in the areas of management information systems, technology adoption, and self- service technology into e-service marketing. This study further assesses customer loyalty by embracing e-service quality dimensions, along with perceived produce/service value, as the determinants of customer loyalty. Based an ethnographic content analysis of 848 effective customer reviews of Internet banking services and a web-based survey study of 235 Internet customers, we develop the "five e-service quality dimension" model which provides researchers with a theoretical framework to measure service quality in Internet commerce. Managers can use this framework and the customer loyalty model presented in this dissertation to improve service performance and, hence, retain online customers.
Editorial:
LAP LAMBERT Academic Publishing
Sitio web:
https://www.lap-publishing.com/
Por (autor):
Zhilin Yang
Número de páginas:
176
Publicado en:
2010-09-03
Stock:
Disponible
Categoría:
Publicidad, comercialización
Precio:
68.00 €
Palabras clave:
Online Service Quality, E-Marketing, customer satisfaction, customer loyalty, services, Service quality dimensions, Scale Development, Switching Costs

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