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The effect of e-service quality and after-sales e-service quality on e-satisfaction
16 references·0 citing·37 second hop
The effect of e-service quality and after-sales e-service quality on e-satisfaction (2021)The effect of e-service quality and after…The impact of e-service quality and customer satisfaction on customer behavior in online shopping (2019)The impact of e-service quali…Measuring Service Quality in E-Retailing (2006)Measuring Service Quality in …Customer perceptions of e‐service quality in online shopping (2005)Customer perceptions of e‐ser…eTailQ: dimensionalizing, measuring and predicting etail quality (2003)eTailQ: dimensionalizing, mea…E‐service quality: a model of virtual service quality dimensions (2003)E‐service quality: a model of…Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge (2002)Service Quality Delivery thro…Developing and validating a multidimensional consumer-based brand equity scale (2001)Developing and validating a m…Measuring the Customer Experience in Online Environments: A Structural Modeling Approach (2000)Measuring the Customer Experi…E-satisfaction: an initial examination (2000)E-satisfaction: an initial ex…Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality (1996)Consumer evaluations of new t…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Expectations and Norms in Models of Consumer Satisfaction (1987)Expectations and Norms in Mod…A Service Quality Model and its Marketing Implications (1984)A Service Quality Model and i…An Investigation into the Determinants of Customer Satisfaction (1982)An Investigation into the Det…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Evaluating Structural Equatio…A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)A Cognitive Model of the Ante…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)Evolving to a New Dominant Logic for Marketing (2003)The Behavioral Consequences of Service Quality (1996)The Measurement of Web-Customer Satisfaction: An Expectation and Disconfirmation Approach (2002)Customer perceived value, satisfaction, and loyalty: The role of switching costs (2004)Qualitative Data Analysis (2008)The Theory of Buyer Behavior (1971)Effect of expectation and disconfirmation on postexposure product evaluations: An alternative interpretation. (1977)Disconfirmation of consumer expectations through product trial. (1979)Developing Buyer-Seller Relationships (1987)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)On the Evaluation of Structural Equation Models (1988)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Consumer e-shopping acceptance: Antecedents in a technology acceptance model (2008)From e-commerce to social commerce: A close look at design features (2012)A Service‐Orientated Approach to Marketing of Services (1978)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)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)An Updated and Streamlined Technology Readiness Index (2014)Comparative fit indexes in structural models. (1990)Alternative Ways of Assessing Model Fit (1992)The Effects of Progressive Levels of Interactivity and Vividness in Web Marketing Sites (2001)Engagement, telepresence and interactivity in online consumer experience: Reconciling scholastic and managerial perspectives (2009)Digital marketing: A framework, review and research agenda (2016)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)Brand Experience: What Is It? How Is It Measured? Does It Affect Loyalty? (2009)The Drivers of Green Brand Equity: Green Brand Image, Green Satisfaction, and Green Trust (2009)Consumer Brand Engagement in Social Media: Conceptualization, Scale Development and Validation (2014)Significance tests and goodness of fit in the analysis of covariance structures. (1980)Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Reassessment of Expectations as a Comparison Standard in Measuring Service Quality: Implications for Further Research (1994)A new criterion for assessing discriminant validity in variance-based structural equation modeling (2014)When to use and how to report the results of PLS-SEM (2018)
this work references cited by second hop

References

  • 1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error108,884 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions14,475 cited
  • 1984A Service Quality Model and its Marketing Implications6,560 cited
  • 2000Measuring the Customer Experience in Online Environments: A Structural Modeling Approach3,196 cited
  • 2001Developing and validating a multidimensional consumer-based brand equity scale2,991 cited
  • 1982An Investigation into the Determinants of Customer Satisfaction2,914 cited
  • 2002Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge2,727 cited
  • 2003eTailQ: dimensionalizing, measuring and predicting etail quality2,295 cited
  • 2000E-satisfaction: an initial examination2,007 cited
  • 1996Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality1,628 cited
  • 2003E‐service quality: a model of virtual service quality dimensions1,500 cited
  • 2005Customer perceptions of e‐service quality in online shopping1,320 cited
  • 1987Expectations and Norms in Models of Consumer Satisfaction1,166 cited

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  • 2006Measuring Service Quality in E-Retailing1,056 cited
  • 2019The impact of e-service quality and customer satisfaction on customer behavior in online shopping917 cited
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