کد مقاله کد نشریه سال انتشار مقاله انگلیسی نسخه تمام متن
5126371 1488330 2016 17 صفحه PDF دانلود رایگان
عنوان انگلیسی مقاله ISI
E-Service Quality and E-Recovery Service Quality: Effects on Value Perceptions and Loyalty Intentions
موضوعات مرتبط
علوم انسانی و اجتماعی علوم انسانی و هنر هنر و علوم انسانی (عمومی)
پیش نمایش صفحه اول مقاله
E-Service Quality and E-Recovery Service Quality: Effects on Value Perceptions and Loyalty Intentions
چکیده انگلیسی

With the raise of internet retailing, service quality of e-retailers has been recognized as an important factor in determining success levels of e-commerce ventures. New shopping habits resulted in a growing number of studies about customer satisfaction, trust, acceptance, service quality, customer perceptions and customer loyalty. Our paper examines the above-mentioned topic in Turkish e-business context. We applied our survey to 645 customers using the most popular 10 online retailers in Turkey, with the aim of understanding relationships between E-Service Quality, Perceived Value, Recovery Service Experiences and Loyalty intentions. We wanted to see the effects of recovery services during nonroutine encounters of customers with the sites as well as e- service quality's effects on routine encounters. According to the results of our study, we can infer that there is a strong relationship between E-service Quality and Loyalty Intentions and Perceived Value act as a mediator between them.

ناشر
Database: Elsevier - ScienceDirect (ساینس دایرکت)
Journal: Procedia - Social and Behavioral Sciences - Volume 229, 19 August 2016, Pages 427-443
نویسندگان
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