Determinants of online service satisfaction and their impacts on behavioural intentions

Zeng, Fanxin; Hu, Zuohao; Chen, Rong; Yang, Zhilin

doi:10.1080/14783360903181719

Cited by 61 publications

(53 citation statements)

References 41 publications

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“…Prior research efforts have identified customer-perceived value as a major precursor of customer loyalty. In the setting of e-commerce, high value is one of the primary motivations for customer patronage (Chen and Dubinsky 2003;Tsao and Tseng 2011;Zeng, et al 2009). In the empirical study of online customer services, have confirmed that customer value exerts a positive effect on customer loyalty.…”

Section: Customer-perceived Value and Customer Loyaltymentioning

confidence: 99%

“…The relationship between customer loyalty and its antecedents has been intensively examined (e.g., Ibanez et al 2006;McMullan and Gilmore 2008;Wang 2010;Zeng, et al 2009). One issue, in particular, has assumed the status of special importance, in light of the accelerating expansion in the volume of companies and customers embracing e-commerce as a method of operation: How can an organization effectively retain online customers and sharpen its competitive advantage?…”

Section: Introductionmentioning

confidence: 99%

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Customer-perceived value and loyalty: how do key service quality dimensions matter in the context of B2C e-commerce?

2015

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This paper develops a research model to examine the effect of e-service quality dimensions on customer-perceived value and customer loyalty. Based on a survey of 235 online customers, we identify five key e-service quality dimensions: care, reliability, products portfolio, ease of use, and security. Our empirical results show that all the five dimensions have significant and positive impacts on customerperceived value which, in turn, increases customer loyalty. We further examine the mediating role of customer-perceived value in the relationship between each e-service quality and customer loyalty. The results suggest that customer-perceived value plays a partially mediating role in the effect of ease of use, care, product portfolio, and reliability on customer loyalty, and a fully mediating role in the relationship between security and customer loyalty. Managers may be in a position to benefit by employing the model presented in this study in an effort to improve service performance and, hence, retain customers.

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Section: Customer-perceived Value and Customer Loyaltymentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Customer-perceived value and loyalty: how do key service quality dimensions matter in the context of B2C e-commerce?

2015

Self Cite

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“…Parasuraman, Zeithaml, & Malhotra, 2005;Collier & Bienstock, 2006;Kim, Kim, & Kandampully, 2009), consumer e-satisfaction (e.g. Anderson & Srinivasan, 2003;Chang, Wang, & Yang, 2009;Zeng, Hu, Chen, & Yang, 2009;Lin, Wu, & Chang, 2011) and behavioural intentions (e.g. Bansal, McDougall, Dikolli, & Sedatole, 2004;Yen & Lu, 2008;Tsao & Tseng, 2011;Sousa & Voss, 2012;Rajic & Dado, 2013).…”

Section: Introductionmentioning

confidence: 98%

E-service quality perceptions: an empirical analysis of the Chinese e-retailing industry

Zhang

Huang

et al. 2014

Total Quality Management & Business Excellence

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China will become the largest online retail market in the world in the near future. Chinese consumers may have their own patterns of online consumption and behaviour that are different from those of consumers in the West. However, most research on consumer behaviour and e-service quality relies on theoretical frameworks developed in Western societies. The aim of this paper is to propose and empirically verify a conceptual framework for how customers judge e-service quality in the context of the Chinese e-retailing industry. Meanwhile, the key dimensions of e-service quality are searched with a survey to understand the e-service quality perceptions of Chinese consumers to enhance their e-satisfaction and e-loyalty. The empirical results suggest that e-retailers should pay more attention to process quality and service recovery in the context of Chinese culture and Chinese personality with high uncertainty avoidance taking consideration of service guarantee as one aspect.

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“…Chen et al 2013and Zeng et al (2009) have identified that perceived value, in ecommerce, is the foremost motivation for customer loyalty. Likewise, Yang et al (2004) have suggested positive effect of customer perceived value on brand loyalty in online medium.…”

Section: The Relationship Between Perceived Value and Brand Loyaltymentioning

confidence: 99%

Managerial Implications of the Relationship Between Customer Care and Purchase Intention in Online Shopping

Ertemel

Civelek

2019

bmij

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This paper studies customer care as an important factor that affects the performance of B2C e-commerce websites. A survey was conducted to 464 Turkish B2C website customers. Analysis method of this study is partial least square structural equation modeling (PLS-SEM). Specifically, customer care in B2C e-commerce web sites is found to have direct effect on perceived value and indirect effect on purchase intention via perceived value and brand loyalty. Besides relationship between customer care and purchase intention was found as insignificant. The most important contribution of this research is the unveiling of the indirect relationship between customer care and purchase intention. This study also offers some important manageral suggestions for B2C web sites.

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Determinants of online service satisfaction and their impacts on behavioural intentions

Cited by 61 publications

References 41 publications

Customer-perceived value and loyalty: how do key service quality dimensions matter in the context of B2C e-commerce?

Customer-perceived value and loyalty: how do key service quality dimensions matter in the context of B2C e-commerce?

E-service quality perceptions: an empirical analysis of the Chinese e-retailing industry

Managerial Implications of the Relationship Between Customer Care and Purchase Intention in Online Shopping

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