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The Effect of Electronic Service Quality on Customers Satisfaction and Loyalty in Online Shopping
14 references·0 citing·52 second hop
The Effect of Electronic Service Quality on Customers Satisfaction and Loyalty in Online Shopping (2019)The Effect of Electronic Service Quality …Small business entrepreneur resistance of ICT adoption: a lesson from Indonesia (2018)Small business entrepreneur r…Loyalty toward online food delivery service: the role of e-service quality and food quality (2018)Loyalty toward online food de…Using PLS path modeling in new technology research: updated guidelines (2016)Using PLS path modeling in ne…E-commerce adoption by SMEs in developing countries: evidence from Indonesia (2016)E-commerce adoption by SMEs i…A formative model of the relationship between destination quality, tourist satisfaction and intentional loyalty: An empirical test in Vietnam (2016)A formative model of the rela…Partial least squares structural equation modeling (PLS-SEM) (2014)Partial least squares structu…An investigation of service quality assessments across retail formats (2014)An investigation of service q…Preliminary research on customer satisfaction models in Taiwan: A case study from the automobile industry (2011)Preliminary research on custo…The effect of quality management on the service quality and business success of logistics service providers (2010)The effect of quality managem…Effects of online store attributes on customer satisfaction and repurchase intentions (2010)Effects of online store attri…The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services (2009)The relationships among servi…Customer perceptions of e‐service quality in online shopping (2005)Customer perceptions of e‐ser…Development of electronic commerce user‐consumer satisfaction index (ECUSI) for Internet shopping (2001)Development of electronic com…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)PLS-SEM: Indeed a Silver Bullet (2011)A primer on partial least squares structural equation modeling (PLS-SEM) (2014)Partial least squares structural equation modeling (PLS-SEM): A useful tool for family business researchers (2014)When to use and how to report the results of PLS-SEM (2018)Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R (2021)Strategic Management and Marketing in the Service Sector (1984)A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)Understanding Attitudes and Predicting Social Behavior (1980)On the Evaluation of Structural Equation Models (1988)A Theoretical Extension of the Technology Acceptance Model: Four Longitudinal Field Studies (2000)An analysis of the e‐service literature: towards a research agenda (2006)An assessment of customers’ e-service quality perception, satisfaction and intention (2010)The impact of e-service quality and customer satisfaction on customer behavior in online shopping (2019)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A National Customer Satisfaction Barometer: The Swedish Experience (1992)Information Systems Success: The Quest for the Dependent Variable (1992)Influencing the online consumer's behavior: the Web experience (2004)Online service attributes available on apparel retail web sites: an E‐S‐QUAL approach (2006)Online Customer Experience: A Review of the Business-to-Consumer Online Purchase Context (2010)Servicescapes: The Impact of Physical Surroundings on Customers and Employees (1992)Customer loyalty in e-commerce: an exploration of its antecedents and consequences (2002)Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Emergence of online shopping in India: shopping orientation segments (2012)The role of social media in enhancing guanxi and perceived effectiveness of E-commerce institutional mechanisms in online marketplace (2018)A model of online food delivery service quality, customer satisfaction and customer loyalty: a combination of PLS-SEM and NCA approaches (2022)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)Partial Least Squares Structural Equation Modeling (2017)Assessing measurement model quality in PLS-SEM using confirmatory composite analysis (2019)Structural equation modeling in practice: A review and recommended two-step approach. 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References

  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 2014Partial least squares structural equation modeling (PLS-SEM)11,717 cited
  • 2016Using PLS path modeling in new technology research: updated guidelines7,156 cited
  • 2009The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services1,422 cited
  • 2005Customer perceptions of e‐service quality in online shopping1,320 cited
  • 2018Loyalty toward online food delivery service: the role of e-service quality and food quality436 cited
  • 2016E-commerce adoption by SMEs in developing countries: evidence from Indonesia317 cited
  • 2001Development of electronic commerce user‐consumer satisfaction index (ECUSI) for Internet shopping263 cited
  • 2016A formative model of the relationship between destination quality, tourist satisfaction and intentional loyalty: An empirical test in Vietnam178 cited
  • 2010Effects of online store attributes on customer satisfaction and repurchase intentions173 cited
  • 2010The effect of quality management on the service quality and business success of logistics service providers78 cited
  • 2018Small business entrepreneur resistance of ICT adoption: a lesson from Indonesia36 cited
  • 2011Preliminary research on customer satisfaction models in Taiwan: A case study from the automobile industry36 cited

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  • 2014An investigation of service quality assessments across retail formats25 cited
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