عنوان انگلیسی مقاله:

E-Service Quality and E-Recovery Service Quality: Effects on Value Perceptions and Loyalty Intentions

ترجمه عنوان مقاله: کیفیت خدمات الکترونیکی و بهبود کیفیت خدمات: تاثیر ارزش درک شده و قصد وفاداری مشتری

رشته: مدیریت بازاریابی، تجارت الکترونیک

سال انتشار: 2016

تعداد صفحات مقاله انگلیسی: 17 صفحه

منبع: الزویرو ساینس دایرکت

نوع فایل: pdf

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چکیده مقاله

With the raise of internet retailing, service quality of e-retailers has been recognized as an important factor in determining success levels of e-commerce ventures. New shopping habits resulted in a growing number of studies about customer satisfaction, trust, acceptance, service quality, customer perceptions and customer loyalty. Our paper examines the above-mentioned topic in Turkish e-business context. We applied our survey to 645 customers using the most popular 10 online retailers in Turkey, with the aim of understanding relationships between E-Service Quality, Perceived Value, Recovery Service Experiences and Loyalty intentions. We wanted to see the effects of recovery services during nonroutine encounters of customers with the sites as well as e- service quality’s effects on routine encounters. According to the results of our study, we can infer that there is a strong relationship between E-service Quality and Loyalty Intentions and Perceived Value act as a mediator between them.

Keywords: EService Quality, ERecovery Service Quality, Perceived Value, Loyalty Intention.

مقدمه مقاله

Quality is one of the most important and complex components of business strategy. It is a central element in both business strategy and academic research. Firms compete on quality, customers search for quality, and markets are transformed by quality. It is a key force leading to delighted customers, firm profitability, and the economic growth of countries. (Golder et. al., 2012) Meeting or surpassing customer expectations is the basis of quality- driven framework within organizations (Evans and Lindsay, 2011). In order to be competitive in a changing market, companies must improve their quality and innovativeness (Zehir and Sadikoğlu, 2012). Thanks to the “quality movement” that started around the early 1930’s, quality is no longer a peripheral issue “outsourced” to engineers, the “techies,” or the quality inspectors (Zehir et al., 2015) Instead, quality has become part of the mainstream of business thinking once managers at all levels have realised that they need to think of consumers’ quality needs as much as they need.

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