Empirical study on relationship between e-service quality and customer retention in pre-purchase stage

被引：0
|
作者：
Li, CQ [1 ]
Zhao, P [1 ]
Chen, R [1 ]
Wang, Y [1 ]
机构：
[1] Tsinghua Univ, Sch Econ & Management, Beijing 100084, Peoples R China
来源：
FOURTH WUHAN INTERNATIONAL CONFERENCE ON E-BUSINESS: THE INTERNET ERA & THE GLOBAL ENTERPRISE, VOLS 1 AND 2 | 2005年
关键词：
D O I：
暂无
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
We develop a conceptual model based on service quality theory to investigate causal relationships between e-service quality and customer retention in pre-purchase stage in China. The proposed model was tested in an online survey by a countrywide database and structural equation modeling was applied to analyze the data. Results show that the impact from technical aspects of e-service quality (i.e. user interface, responsiveness and reliability) on customer retention (i.e. intention to revisit and recommendation) to shop online is mediated through trust.
引用
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页码：234 / 243
页数：10
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