MEASURING E-SERVICE QUALITY AND ITS LINKAGE TO CUSTOMER LOYALTY
Zhilin Yang
Broschiertes Buch

MEASURING E-SERVICE QUALITY AND ITS LINKAGE TO CUSTOMER LOYALTY

How to attract and retain online customers?

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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. Bas...