Title :
Research on e-Service quality, customer relational benefits and customer satisfaction
Author_Institution :
Sch. of Bus. Adm., Zhejiang Gongshang Univ., Hangzhou, China
Abstract :
In this research, a relationship model among e-service quality, customer relational benefits and customer satisfaction is constructed and verified from the perspective of e-Service process. Study results show that process-based quality and outcome-based quality of e-Service have significantly positive effects on the confidence benefits, social benefits, special treatment benefits and e-satisfaction of customers. While confidence benefits and special treatment benefits have significantly positive impact on e-satisfaction, the impact of social benefits is not significant.
Keywords :
customer satisfaction; electronic commerce; confidence benefits; customer relational benefits; customer satisfaction; e-service quality; social benefits; special treatment benefits; Consumer behavior; Customer satisfaction; Customer service; Delay; Information security; Privacy; Quality management; Quality of service; Stress; Taxonomy; Customer Relational Benefits; Customer Satisfaction; E-Service Quality;
Conference_Titel :
Service Systems and Service Management, 2009. ICSSSM '09. 6th International Conference on
Conference_Location :
Xiamen
Print_ISBN :
978-1-4244-3661-3
Electronic_ISBN :
978-1-4244-3662-0
DOI :
10.1109/ICSSSM.2009.5175009
