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MEASURING E-SERVICE QUALITY AND ITS LINKAGE TO CUSTOMER LOYALTY

MEASURING E-SERVICE QUALITY AND ITS LINKAGE TO CUSTOMER LOYALTY

 

Marketed By :  LAP LAMBERT Academic Publishing   Sold By :  Kamal Books International  
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  • Product Description
 

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.

Product Specifications
SKU :COC48898
Country of ManufactureIndia
Product BrandLAP LAMBERT Academic Publishing
Product Packaging InfoBox
In The Box1 Piece
Product First Available On ClickOnCare.com2015-04-08
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