Effects of E-Customer Satisfaction and E-Trust on E-Loyalty: Mongolian Online Shopping Behavior

被引：7
|
作者：
Zhu, Dauw-Song [1 ]
Kuo, Min-Jon [1 ]
Munkhbold, Emkhzul [1 ]
机构：
[1] Natl Dong Hwa Univ, Dept Business Adm, Hualien, Taiwan
来源：
PROCEEDINGS 2016 5TH IIAI INTERNATIONAL CONGRESS ON ADVANCED APPLIED INFORMATICS IIAI-AAI 2016 | 2016年
关键词：
expectation; service quality; disconfirmation; e-customer satisfaction; e-trust; e-loyalty; Mongolian e-commerce; expectancy confirmation theory; e-SERVQUAL; BUYER-SELLER RELATIONSHIPS; SERVICE QUALITY; CONSUMER SATISFACTION; BRAND LOYALTY; MODEL; DISCONFIRMATION; CONSEQUENCES; DETERMINANTS; INTERNET; COMMERCE;
D O I：
10.1109/IIAI-AAI.2016.144
中图分类号：
TP39 [计算机的应用];
学科分类号：
081203 ; 0835 ;
摘要：
E-commerce is an emerging industry in Mongolia. Its development has a high urban-rural gap. The study summarized experiences and observations from countries with advanced e-commerce and proposed a conceptual model. Applying expectancy confirmation theory (ECT) and the concept of e-SERVQUAL (NetQual), the study surveyed 305 effective samples and verified the relationships among expectation, service quality, disconfirmation, e-customer satisfaction, e-trust, and e-loyalty. These conclusions can be applied to developing and facilitating e-commerce in Mongolia.
引用
收藏
页码：847 / 852
页数：6
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