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A consumer typology based on e-service quality and e-satisfaction
Journal of Retailing and Consumer Services, 2014Abstract The increasingly systematic use of the Internet in consumers’ decision-making processes, coupled with the development of e-commerce, has led researchers and practitioners to examine issues concerning service quality and satisfaction in an online context.
Grégory Bressolles +2 more
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Repurchase intentions in Y generation: mediation of trust and e-satisfaction
Marketing Intelligence & Planning, 2020PurposeResearch on online businesses has focused on the adoption of e-commerce and initial purchase behavior; repurchase intention and its antecedents remain underresearched. The present study develops an empirical model to explore the extent to which trust and e-satisfaction mediate the effect of vendor-specific attributes and customer intention to ...
Shrawan Kumar Trivedi, Mohit Yadav
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E-satisfaction and continuance intention: The moderator role of online ratings
International Journal of Hospitality Management, 2019Abstract Given the growing importance of SNSs (social networking sites) in the online decision-making process, the authors present a new applied theory of motivation. Drawing from gratification theory, this study develops a causality model that links online informative motivation (OIM), e-satisfaction, and online ratings to guarantee the online ...
Lobel Trong Thuy Tran +2 more
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Determinants of Chinese hotel customers’ e-satisfaction and purchase intentions
Tourism Management, 2006Abstract Information technology, especially the Internet, has transformed the modern business environment. China's hotel industry has not been exempted from this trend. Despite the growing body of literature dealing with online consumer behavior, previous research has focused on Western customers and cultures rather than upon China, the world's ...
Woo Gon Kim, Xiaojing Ma, Dong Jin Kim
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An assessment of e-service quality, e-satisfaction and e-loyalty
South Asian Journal of Business Studies, 2019PurposeThe purpose of this paper is to examine e-service quality (E-SQ) of online shopping in Pakistan using “E-S-QUAL scale.” Moreover, in this study, the relationship of E-SQ with e-customer satisfaction (E-CS) and e-customer loyalty (E-CL) has been studied.Design/methodology/approachFollowing a quantitative research methodology, data were collected ...
Mukaram Ali Khan +2 more
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Impact of e-Satisfaction on Customer Engagement and Loyalty in E-Commerce
RSF Conference Series: Business, Management and Social SciencesThe purpose of this study is to investigate how consumer engagement and e-loyalty are affected by e-satisfaction. Customers in the Yogyakarta Special Region who use the Shopee online platform were the target of this study. Closed questionnaires were used to gather information from Shopee patrons residing in the Special Region of Yogyakarta.
Susanta Susanta +3 more
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E-Satisfaction Ratings on Merchant Reputation Systems: An Exploratory Study
e-Service Journal, 2004The study of e-satisfaction ratings on merchant reputation systems is crucial for customers who rely on these systems as merchant recommendation systems and for merchants who intend to use these systems as a resource to improve their service quality.
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e-satisfaction : ικανοποίηση καταναλωτή από αγορές μέσω internet
2009Δεδομένης της περιορισμένης βιβλιογραφίας σε σχέση με την ικανοποίηση του καταναλωτή από αγορές μέσω Internet (e-satisfaction), στόχος της παρούσας έρευνας είναι η διακρίβωση των παραγόντων εκείνων που επηρεάζουν την ικανοποίηση του καταναλωτή από τη διαδικασία των αγορών στο Internet. Το θεωρητικό μοντέλο που αναφέρεται ανήκει στον Akshay Anand (2007)
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