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題名:Relationship between Service Quality, Satisfaction, and Loyalty of Google Users
書刊名:International Journal of Electronic Commerce Studies
作者:Lee Soon LiongMohd Shoki Md ArifHuam Hon TatAmran RasliAhmad Jusoh
出版日期:2011
卷期:2:1
頁次:頁35-55
主題關鍵詞:Electronic service qualityE-SQElectronic satisfactionE-satisfactionElectronic loyaltyE-loyaltyGoogleSearch engine
原始連結:連回原系統網址new window
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  • 被引用次數被引用次數:期刊(1) 博士論文(0) 專書(0) 專書論文(0)
  • 排除自我引用排除自我引用:1
  • 共同引用共同引用:0
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期刊論文
1.Ranaweera, C.、Neely, A.(2003)。Some Moderating Effects on the Service Quality-customer Retention Link。International Journal of Operations & Production Management,23(2),230-248。  new window
2.Chang, H. H.、Chen, S. W.(2008)。The impact of customer interface quality, satisfaction and switching costs on e-loyalty: Internet experience as a moderator。Computers in Human Behavior,24(6),2927-2944。  new window
3.Schaupp, L. C.、Bélanger, France(2005)。A conjoint analysis of online consumer satisfaction。Journal of Electronic Commerce Research,6(2),95-111。  new window
4.Santos, Jessica(2003)。E-service quality: A model of virtual service quality dimensions。Managing Service Quality: An International Journal,13(3),233-246。  new window
5.Lam, S. Y.、Shankar, V.、Erramilli, M. K.、Murthy, B.(2004)。Customer Value, Satisfaction, Loyalty, and Switching Costs: An Illustration from a Business-to-Business Service Context。Journal of the Academy of Marketing Science,32(3),293-311。  new window
6.Reynolds, Kristy E.、Beatty, Sharon E.(1999)。Customer Benefits and Company Consequences of Customer-Salesperson Relationships in Retailing。Journal of Retailing,75(1),11-32。  new window
7.Giese, J. L.、Cote, J. A.(2000)。Defining consumer satisfaction。Journal of Academy of Marketing Science Review,2000(1),1-24。  new window
8.Suchánek, P.(2010)。The fundamentals of a prosperous e-shop in connection to search engine optimization。E+M Ekonomie a Management,2,92-103。  new window
9.Storey, P. L.(2009)。Optimizing your website: Search engine optimization, pay per click, email marketing。International Journal of Pharmaceutical Compounding,13(4),312-313。  new window
10.Descy, D. E.(2009)。All aborad the Internet: Grooker, and kartOO, Addict-o-matic and more: really different search engines。TechTrends,53(3),7-8。  new window
11.Elgesem, D.(2008)。Search engines and the public use of reason。Ethics and information Technology,10(4),233-242。  new window
12.Semeijin, J.、van Riel, A. C. R.、van Birgelen, M. J. H.、Streukens, S.(2005)。E-services and offline fulfilment: how e-loyalty is created。Managing Service Quality,15(2),182-194。  new window
13.Flavian, A.、Guinaliu, M.、Gurrea, R.(2006)。The role played by perceived usability, satisfaction and consumer trust on web site loyalty。Informant and Management,43(1),1-14。  new window
14.White, B.、Langville, Amy、Meyer, Carl(2008)。Google's Page Rank and beyond: the science of search engine rankings。Inf Retrieval,11(5),471-472。  new window
15.Bolton, R. N.、Drew, J. H.(1992)。Mitigating the effect of service encounter。Marketing Letters,3(1),57-70。  new window
16.Parasuraman, A.、Zeithaml, V.、Malhotra, A.(2005)。E-S-QUAL: A multiple-item scale for assessing electronic and revolution in web site functionalities。Decision Sciences,35(3),423-455。  new window
17.Parasuraman, A.(2004)。Assessing and improving service performance for maximum impact: insights from a two-decade-long research journey。Performance Measurement and Metrics,5(2),45-52。  new window
18.Chia, J. J. H.、Chao, M. H.(2008)。The relationship between service quality and customer satisfaction in a leading Chinese web 2.0 company。The Business Review, Cambridge,11(1),84-89。  new window
19.Lu, J.、Lu, Y.(2007)。Dimensions and influencing factors of customer loyalty in the intermittent service industry。The Journal of Qualitative and Technical Economics,3(1),91-101。  new window
20.Gee, R.、Coates, G.、Nicholson, M.(2008)。Understanding and profitably managing customer loyalty。Marketing Intelligence and Planning,26(4),359-374。  new window
21.Riley, A. W.、Ensminger, M.、Forrest, C. B.、Kang, M.、Green, B. F.、Starfield, B.、Ryan, S.(2000)。Validity of measures of socioeconomic status of adolescents。Journal of Adolescent Research,15(3),392-419。  new window
22.Floh, A.、Treiblmaier, H.(2006)。What keeps the e-banking customer loyal? Amultigroup analysis of the moderating role of consumer characteristics on e-loyalty in the financial service industry。Journal of Electronic Commerce Research,7(2),97-109。  new window
23.Reichheld, Frederick F.、Schefter, Phil(2000)。E-loyalty: Your secret weapon on the web。Harvard Business Review,78(4),105-113。  new window
24.Anderson, E. W.、Mittal, V.(2000)。Strengthening the satisfaction-profit chain。Journal of Service Research,3(2),107-120。  new window
25.Caruana, A.(2002)。Service loyalty: the effects of service quality and the mediating role of customer satisfaction。European Journal of Marketing,36(7/8),811-828。  new window
26.Parasuraman, Ananthanarayanan Parsu、Zeithaml, Valarie A.、Malhotra, Arvind(2005)。E-S-QUAL: A multiple-item scale for assessing electronic service quality。Journal of Service Research,7(3),213-233。  new window
27.Anderson, Rolph E.、Srinivasan, Srini S.(2003)。E-Satisfaction and E-Loyalty: A Contingency Framework。Psychology & Marketing,20(2),123-138。  new window
28.Shankar, Venkatesh、Smith, Amy K.、Rangaswamy, Arvind(2003)。Customer Satisfaction and Loyalty in Online and Offline Environments。International Journal of Research in Marketing,20(2),153-175。  new window
29.Srinivasan, Srini S.、Anderson, Rolph、Ponnavolu, Kishore(2002)。Customer loyalty in e-Commerce: An exploration of its antecedents and consequences。Journal of Retailing,78(1),41-50。  new window
會議論文
1.Hill, R. R.(1998)。Analytical comparison of optimization problem generation methodologies。The 1998 Winter Simulation Conference,(會議日期: December 13-16)。Washington, DC。  new window
研究報告
1.Zeithaml, V. A.、Parasuraman, A.、Malhotra, A.(2001)。A conceptual framework for understanding e-service quality: implications for future search and managerial practice。Cambridge, MA。  new window
圖書
1.Sekaran, U.(2000)。Research methods for business: A skill-building approach。New York:John Wiley & Sons, Inc.。  new window
2.Nacif, R. C.(2003)。Online Customer Loyalty: Forecasting the Repatronage Behavior of Online Retail Customers。Gabler Edition Wissenschaft。  new window
3.Oliver, R. L.(1997)。Satisfaction, a behavioural perspective on the consumer。New York:McGraw-Hill。  new window
4.Hair, Joseph F. Jr.、Anderson, Rolph E.、Tatham, Ronald L.、Black, William C.、Babin, Barry J.(1998)。Multivariate data analysis。Prentice-Hall, Inc.。  new window
圖書論文
1.Bitner, Mary Jo、Hubbert, Amy R.(1994)。Encounter Satisfaction versus Overall Satisfaction versus Quality: The Customer's Voice。Service Quality: New Directions in Theory and Practice。Thousand Oaks, CA:Sage。  new window
 
 
 
 
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