Detail Comfort your online customer: quality, trust and loyalty on the internet (Managing Service Quality, Vol. 14, Number 6) Bibliografi Author: Ribbink, Dina ; Allard C R van Riel ; Liljander, Veronica ; Streukens, Sandra Topik: Customer services quality; Customer loyalty; Trust; Electronic commerce; Customer satisfaction Bahasa: (EN )     Penerbit: Emerald Group Publishing Limited     Tempat Terbit: United Kingdom    Tahun Terbit: 2004     Jenis: Article - diterbitkan di jurnal ilmiah internasional Fulltext: Comfort your online customer_ quality, trust and loyalty on the internet.pdf (1.96MB; 22 download) Abstract In e-commerce, loyal customers are considered extremely valuable. Loyalty is generally attributed to satisfaction with the quality of service. Since online transactions involve many uncertainties for the customer, trust is a condition for exchange. Trust in the electronic medium - here called "e-trust" – is believed to increase online customer loyalty, but empirical confirmations are scarce. The present study empirically investigates the roles of service quality, satisfaction and trust in an e-commerce context. In the study, e-trust is found to directly affect loyalty. The e-service quality dimension of assurance, i.e. trusting the merchant, influences loyalty via e-trust and e-satisfaction. Other e-quality dimensions, such as ease of use, e-scape, responsiveness, and customization influence e-loyalty mainly indirectly, via satisfaction. Managerial implications and suggestions for further research are provided. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Lihat Sejarah Pengadaan  Konversi Metadata   Kembali

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