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The influence of electronic service quality on loyalty in postal services: the mediating role of satisfaction
16 references·3 citing·33 second hop
The influence of electronic service quality on loyalty in postal services: the mediating role of satisfaction (2013)The influence of electronic service quali…The role played by perceived usability, satisfaction and consumer trust on website loyalty (2005)The role played by perceived …E-S-QUAL (2004)E-S-QUALeTailQ: dimensionalizing, measuring and predicting etail quality (2003)eTailQ: dimensionalizing, mea…E‐satisfaction and e‐loyalty: A contingency framework (2003)E‐satisfaction and e‐loyalty:…E-LOYALTY: YOUR SECRET WEAPON ON THE WEB (2003)E-LOYALTY: YOUR SECRET WEAPON…The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach (2002)The Measurement of Web-Custom…Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Service Quality Delivery thro…Customer loyalty in e-commerce: an exploration of its antecedents and consequences (2002)Customer loyalty in e-commerc…Structural equation modeling with AMOS: basic concepts, applications, and programming (2000)Structural equation modeling …E-satisfaction: an initial examination (2000)E-satisfaction: an initial ex…Expectations, Performance Evaluation, and Consumers' Perceptions of Quality (1993)Expectations, Performance Eva…Measuring Service Quality: A Reexamination and Extension (1992)Measuring Service Quality: A …Structural Equations with Latent Variables. (1991)Structural Equations with Lat…Structural Equations with Latent Variables (1989)Structural Equations with Lat…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Estimating Nonresponse Bias in Mail Surveys (1977)Estimating Nonresponse Bias i…Total Quality Management & Business Excellence: a 33-year overview using bibliometric and content analysis (2024)Total Quality Management & Bu…The Digital Post Ecosystem—Example of Poland in the Context of Research (2021)The Digital Post Ecosystem—Ex…From Mobile Service Quality Evaluation to E-Word-Of-Mouth: What Makes the Users of Mobile Banking Applications Speak About the Bank? (2018)From Mobile Service Quality E…Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Evolving to a New Dominant Logic for Marketing (2003)A Paradigm for Developing Better Measures of Marketing Constructs (1979)Conceptualizing, Measuring, and Managing Customer-Based Brand Equity (1993)The Behavioral Consequences of Service Quality (1996)The influence of online product recommendations on consumers’ online choices (2004)Using PLS Path Modeling for Assessing Hierarchical Construct Models: Guidelines and Empirical Illustration1 (2009)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)The Commitment-Trust Theory of Relationship Marketing (1994)The four levels of loyalty and the pivotal role of trust: a study of online service dynamics (2004)An examination of the determinants of customer loyalty in mobile commerce contexts (2005)Progress in information technology and tourism management: 20 years on and 10 years after the Internet—The state of eTourism research (2008)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)User Acceptance of Computer Technology: A Comparison of Two Theoretical Models (1989)Customer perceived value, satisfaction, and loyalty: The role of switching costs (2004)An Updated and Streamlined Technology Readiness Index (2014)Alternative Ways of Assessing Model Fit (1992)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Consumer e-shopping acceptance: Antecedents in a technology acceptance model (2008)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Understanding Customer Experience Throughout the Customer Journey (2016)In Search of Golden Rules: Comment on Hypothesis-Testing Approaches to Setting Cutoff Values for Fit Indexes and Dangers in Overgeneralizing Hu and Bentler's (1999) Findings (2004)Sensitivity of Goodness of Fit Indexes to Lack of Measurement Invariance (2007)Using PLS path modeling in new technology research: updated guidelines (2016)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)lavaan : An R Package for Structural Equation Modeling (2012)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)An assessment of survey research in POM: from constructs to theory (1998)Comparing Response Rates from Web and Mail Surveys: A Meta-Analysis (2008)Cross-Sectional versus Longitudinal Survey Research: Concepts, Findings, and Guidelines (2008)Evaluating Goodness-of-Fit Indexes for Testing Measurement Invariance (2002)PLS-SEM: Indeed a Silver Bullet (2011)
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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 2000Structural equation modeling with AMOS: basic concepts, applications, and programming17,968 cited
  • 1989Structural Equations with Latent Variables17,500 cited
  • 1991Structural Equations with Latent Variables.17,443 cited
  • 1977Estimating Nonresponse Bias in Mail Surveys12,220 cited
  • 1992Measuring Service Quality: A Reexamination and Extension10,646 cited
  • 2004E-S-QUAL3,962 cited
  • 2002Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge2,727 cited
  • 2002Customer loyalty in e-commerce: an exploration of its antecedents and consequences2,339 cited
  • 2003E‐satisfaction and e‐loyalty: A contingency framework2,306 cited
  • 2003eTailQ: dimensionalizing, measuring and predicting etail quality2,295 cited
  • 2003E-LOYALTY: YOUR SECRET WEAPON ON THE WEB2,084 cited
  • 2000E-satisfaction: an initial examination2,007 cited
  • 2002The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach1,986 cited
  • 2005The role played by perceived usability, satisfaction and consumer trust on website loyalty

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1,684 cited
  • 1993Expectations, Performance Evaluation, and Consumers' Perceptions of Quality1,652 cited
  • Cited by

    • 2018From Mobile Service Quality Evaluation to E-Word-Of-Mouth: What Makes the Users of Mobile Banking Applications Speak About the Bank?19 cited
    • 2021The Digital Post Ecosystem—Example of Poland in the Context of Research8 cited
    • 2024Total Quality Management & Business Excellence: a 33-year overview using bibliometric and content analysis8 cited