期刊
HUMAN-CENTRIC COMPUTING AND INFORMATION SCIENCES
卷 6, 期 -, 页码 -出版社
SPRINGER HEIDELBERG
DOI: 10.1186/s13673-016-0058-1
关键词
Service quality; SERVQUAL; Quality of Electronic Services (QES); Website performance index (WPI)
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.
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