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	Empirical study customer retention in pre-purchase stage based on e-service quality model
	Li, Chunqing ; Zhao, Ping ; Wang, Yang ; Zhu, Zhian
	2010-05-10 ; 2010-05-10
会议名称	Fifth Wuhan International Conference on E-Business, Vols 1-3 - INTEGRATION AND INNOVATION THROUGH MEASUREMENT AND MANAGEMENT ; 5th Wuhan International Conference on E-Business ; Wuhan, PEOPLES R CHINA ; Web of Science
关键词	e-service qualities customer retention pre-purchase empirical study structure equation model MULTIPLE-ITEM SCALE LOYALTY WEB Business Business, Finance Computer Science, Information Systems Computer Science, Interdisciplinary Applications Management
中文摘要	This paper develops a conceptual model based on e-service quality model to investigate causal relationships between e-service quality and customer retention in pre-purchase stage in China. The proposed model is tested in an online survey by a countrywide database. The structural equation modeling is applied to analyze the data. Results show that efficiency, fulfillment and. responsiveness have a significant and positive effect on revisit intention and recommendation intention. Efficiency and fulfillment are the most critical, and equally important, facets of Web site service quality. Customers' assessments of a Web site on these two dimensions have the strongest influence on overall quality perceptions. Efficiency has the most effect on revisit intention which brings managers attention to the ease and speed of accessing web site. Fulfillment has the most impact on recommendation intention. Responsiveness also positive effects revisit intention and recommendation intention. In addition, empirical results gainsay privacy and contact positive effects revisit intention and recommendation intention.
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/123456789/19830]
专题	清华大学
推荐引用方式 GB/T 7714	Li, Chunqing,Zhao, Ping,Wang, Yang,et al. Empirical study customer retention in pre-purchase stage based on e-service quality model[C]. 见:Fifth Wuhan International Conference on E-Business, Vols 1-3 - INTEGRATION AND INNOVATION THROUGH MEASUREMENT AND MANAGEMENT, 5th Wuhan International Conference on E-Business, Wuhan, PEOPLES R CHINA, Web of Science.

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