Title :
The Influence of E-service Quality on Consumer´s Satisfaction and WOM
Author :
Sheng-Qiang, Lai ; Xue-Mei, Tang
Author_Institution :
Sch. of Manage. & Economic, Panzhihua Univ., Panzhihua, China
Abstract :
The paper used the Parasuraman´s E-S-QAUL model to research that e-service quality how to influence the customer´s satisfaction and word of moth. We draw the conclusion that the e-recovery service quality and e-core service quality correlate significantly with customer´s satisfaction and word of mouth, and put forward suggests with which online enterprises improve service quality.
Keywords :
Internet; customer satisfaction; marketing data processing; quality of service; Parasuraman E-S-QAUL model; consumer satisfaction; e-core service quality; e-recovery service quality; e-service quality; Conference management; Customer satisfaction; Information technology; Marketing and sales; Mouth; Multimedia systems; Power generation economics; Quality management; Technology management; Web and internet services;
Conference_Titel :
Multimedia and Information Technology (MMIT), 2010 Second International Conference on
Conference_Location :
Kaifeng
Print_ISBN :
978-0-7695-4008-5
Electronic_ISBN :
978-1-4244-6602-3
DOI :
10.1109/MMIT.2010.95
