Paper Title :The Effect Of E-Service Quality On Customer Perception
Author :Bilge Baykal
Article Citation :Bilge Baykal ,
(2016 ) " The Effect Of E-Service Quality On Customer Perception " ,
International Journal of Management and Applied Science (IJMAS) ,
pp. 141-146,
Volume-2,Issue-1
Abstract : E-service quality is increasingly recognized as a key determinant for successful electronic commerce as an
antecedent of satisfaction with services. In the e-shopping environment context, some recent research has supported the
impact of e-service quality on customer satisfaction, trust and loyalty. However, there is no compherensive study to capture
the perceptions of online customers in relation to antecedents and consequences of e-service quality attributes. The purpose
of this paper is to explore the roles of e-service quality dimensions on attitudes and feelings of customers and to develop a
conceptual framework to identify the antecedents and consequences of E-SQ based on grounded theory analysis of literature.
Keywords- E-Service Quality, Customer Satisfaction, Trust, Loyalty.
Type : Research paper
Published : Volume-2,Issue-1
DOIONLINE NO - IJMAS-IRAJ-DOIONLINE-3841
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Copyright: © Institute of Research and Journals
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Published on 2016-02-02 |
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