Research on E-Service Quality, Customer Relational Benefits and Customer Satisfaction

被引：0
|
作者：
Jun, Fan [1 ]
机构：
[1] Zhejiang Gongshang Univ, Sch Business Adm, CO-310018 Hangzhou, Zhejiang, Peoples R China
来源：
2009 6TH INTERNATIONAL CONFERENCE ON SERVICE SYSTEMS AND SERVICE MANAGEMENT, VOLS 1 AND 2 | 2009年
关键词：
E-Service Quality; Customer Relational Benefits; Customer Satisfaction; ETAIL QUALITY;
D O I：
暂无
中图分类号：
F [经济];
学科分类号：
02 ;
摘要：
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.
引用
收藏
页码：230 / 235
页数：6
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