| Empirical study on relationship between e-service quality and customer retention in pre-purchase stage | |
| Li, CQ ; Zhao, P ; Chen, R ; Wang, Y | |
| 2010-05-10 ; 2010-05-10 | |
| 会议名称 | Fourth Wuhan International Conference on E-Business: The Internet Era & The Global Enterprise, Vols 1 and 2 ; 4th Wuhan International Conference on E-Business - Global Business Interface ; Wuhan, PEOPLES R CHINA ; Web of Science |
| 关键词 | SATISFACTION LOYALTY TRUST WEB Business Computer Science, Interdisciplinary Applications |
| 中文摘要 | We develop a conceptual model based on service quality theory to investigate causal relationships between e-service quality and customer retention in pre-purchase stage in China. The proposed model was tested in an online survey by a countrywide database and structural equation modeling was applied to analyze the data. Results show that the impact from technical aspects of e-service quality (i.e. user interface, responsiveness and reliability) on customer retention (i.e. intention to revisit and recommendation) to shop online is mediated through trust. |
| 会议录出版者 | ALFRED UNIV ; ALFRED ; ONE SAXON DR, ALFRED, NY 14802 USA |
| 语种 | 英语 ; 英语 |
| 内容类型 | 会议论文 |
| 源URL | [http://hdl.handle.net/123456789/19797]  |
| 专题 | 清华大学 |
| 推荐引用方式 GB/T 7714 | Li, CQ,Zhao, P,Chen, R,et al. Empirical study on relationship between e-service quality and customer retention in pre-purchase stage[C]. 见:Fourth Wuhan International Conference on E-Business: The Internet Era & The Global Enterprise, Vols 1 and 2, 4th Wuhan International Conference on E-Business - Global Business Interface, Wuhan, PEOPLES R CHINA, Web of Science. |
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