期刊
SERVICE BUSINESS
卷 10, 期 2, 页码 301-317出版社
SPRINGER HEIDELBERG
DOI: 10.1007/s11628-015-0269-y
关键词
E-Service quality; Customer-perceived value; Customer loyalty; B2C e-commerce; Service quality dimensions
资金
- Research Grant Council of Hong Kong SAR [CityU 196513]
- City University of Hong Kong [9680022]
- National Science Foundation of China [71172215]
This paper develops a research model to examine the effect of e-service quality dimensions on customer-perceived value and customer loyalty. Based on a survey of 235 online customers, we identify five key e-service quality dimensions: care, reliability, products portfolio, ease of use, and security. Our empirical results show that all the five dimensions have significant and positive impacts on customer-perceived value which, in turn, increases customer loyalty. We further examine the mediating role of customer-perceived value in the relationship between each e-service quality and customer loyalty. The results suggest that customer-perceived value plays a partially mediating role in the effect of ease of use, care, product portfolio, and reliability on customer loyalty, and a fully mediating role in the relationship between security and customer loyalty. Managers may be in a position to benefit by employing the model presented in this study in an effort to improve service performance and, hence, retain customers.
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