Journal
HUMAN-CENTRIC COMPUTING AND INFORMATION SCIENCES
Volume 6, Issue -, Pages -Publisher
SPRINGER HEIDELBERG
DOI: 10.1186/s13673-016-0058-1
Keywords
Service quality; SERVQUAL; Quality of Electronic Services (QES); Website performance index (WPI)
Categories
Ask authors/readers for more resources
The websites vigorously grow and inevitably need to provide consumers high-quality service to create excellent experience and win the customers' heart to establish mutually beneficial and long-term relationship. Consequently, the e-service quality attracts priority-concerns. The research purpose differentiates three service quality models that make the effects on consumer loyalty-related behavior under e-service environment. Data were surveyed from online consumers to test the research model. Conclusively, the empirical results indicate: (1) service quality (SERVQUAL) model appears superior to quality of electronic service (QES) model and website performance index (WPI) model in explaining e-service quality; (2) service quality has significant positive effects on affective, continuance, and normative commitment; (3) affective commitment has significant positive effects on loyalty and advocacy intention; (4) normative commitment has significant effects on loyalty, advocacy intentions, and willingness to pay more; while continuance commitment does not have the same effects.
Authors
I am an author on this paper
Click your name to claim this paper and add it to your profile.
Reviews
Recommended
No Data Available