{"product_id":"measuring-e-service-quality-and-its-linkage-to-customer-loyalty-von-zhilin-yang","title":"MEASURING E-SERVICE QUALITY AND ITS LINKAGE TO CUSTOMER LOYALTY","description":"\u003cp\u003eService quality is one of the key factors in  determining the success or failure of Internet  Commerce.  To develop a reliable and valid  measurement of Internet-based service quality (e- service quality), a broad conceptual framework was  established.  This framework integrates several  conceptual models in the areas of management  information systems, technology adoption, and self- service technology into e-service marketing.  This  study further assesses customer loyalty by embracing  e-service quality dimensions, along with perceived  produce\/service value, as the determinants of  customer loyalty.    Based an ethnographic content analysis of 848  effective customer reviews of Internet banking  services and a web-based survey study of 235  Internet  customers, we develop the \"five e-service quality  dimension\" model which provides researchers with a  theoretical framework to measure service quality in  Internet commerce. Managers can use this framework  and the customer loyalty model presented in this  dissertation to improve service performance and,  hence, retain online customers.\u003c\/p\u003e\u003cdiv class=\"aw-variant-hidden-subtitle-div\" id=\"aw-variant-subtitle-9783838397467\"\u003e\u003ch3\u003eHow to attract and retain online customers?\u003c\/h3\u003e\u003c\/div\u003e","brand":"Autorenwelt Shop","offers":[{"title":"Softcover - 9783838397467","offer_id":39497130180701,"sku":"9783838397467","price":68.0,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0940\/0622\/files\/b48a0272-c973-42ad-9598-ffa7b75f7fff.jpg?v=1775622788","url":"https:\/\/shop.autorenwelt.de\/en\/products\/measuring-e-service-quality-and-its-linkage-to-customer-loyalty-von-zhilin-yang","provider":"Autorenwelt Shop","version":"1.0","type":"link"}