Service Quality Dimensions, Satisfaction and Loyalty in e-retailing : An Empirical Study
نویسندگان
چکیده
منابع مشابه
The Impact of Service Quality on Customer Satisfaction and Loyalty in Indian Banking Sector: An Empirical Study through SERVPERF
This study examines the impact of service quality on customer satisfaction and Loyalty in Indian Banking sector by applying SERVPERF scale. A total of 50 customers of State bank of India, Mohan Nagar Township branch of Salem District in Tamilnadu were interviewed on convenient basis for the above purpose. Tools like Exploratory factor analysis. Inter-Correlation, Analysis of variance, Multiple...
متن کاملKey Dimensions of E-commerce Service Quality and Its Relationships to Satisfaction and Loyalty
Evidence exists that one successful strategy to satisfy and retain customers is offering superior service quality. Motivated by the growing interest in e-commerce, we focus our research questions on identifying the key dimensions of e-commerce service quality and its relationships to customer satisfaction and loyalty. In exploring answers to our research questions a hypothesized model is propos...
متن کاملAtmosphere of Online Retailing Quality Dimensions and Development of Young Generation Customers Loyalty-An Empirical Study of China
This paper develops a theoretical framework to examine the relationship between e-tail quality dimensions, customer satisfaction and loyalty. Data from a survey of 415 online consumers were used to test the research model. Exploratory Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA) were conducted to demonstrate the reliability and validity of the measurement model, and the Structur...
متن کاملAn empirical analysis of online game service satisfaction and loyalty
In this study, we argue that there will have some factors affecting online game service satisfaction and loyalty. The purpose of this study is to understand an online game service model. This model contains several dimensions including experiential value, transaction cost, and service quality, the three antecedents of online game service satisfaction and loyalty and test the associations among ...
متن کاملData envelopment analysis in service quality evaluation: an empirical study
Service quality is often conceptualized as the comparison between service expectations and the actual performance perceptions. It enhances customer satisfaction, decreases customer defection, and promotes customer loyalty. Substantial literature has examined the concept of service quality, its dimensions, and measurement methods. We introduce the perceived service quality index (PSQI) as a sing...
متن کاملذخیره در منابع من
با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید
ژورنال
عنوان ژورنال: Effulgence-A Management Journal
سال: 2019
ISSN: 2456-6675,0972-8058
DOI: 10.33601/effulgence.rdias/v17/i1/2019/57-65