Website service quality, perceived value, trust, convenience and customer loyalty of online shopping

Website service quality, perceived value, trust, convenience and customer loyalty of online shopping

As the Internet has matured, there has been a huge growth in the volume and value of online transaction. Furthermore, it becomes a common channel for delivering and trading of information, products and services at global marketplace. Even though this method of business exchange or transaction has s...

Full description

Saved in:
Bibliographic Details
Main Author: Noorashikin, Harun@Che Ani
Format: Thesis
Language:eng
eng
Published: 2014
Subjects:
HF5415.33 Consumer Behavior.
TK5015.888 Web sites
Online Access:https://etd.uum.edu.my/4035/1/s811068.pdf
https://etd.uum.edu.my/4035/2/s811068_abstract.pdf
Tags: Add Tag
No Tags, Be the first to tag this record!
id my-uum-etd.4035
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Mat, Norazuwa
topic HF5415.33 Consumer Behavior.
TK5015.888 Web sites
spellingShingle HF5415.33 Consumer Behavior.
TK5015.888 Web sites
Noorashikin, Harun@Che Ani
Website service quality, perceived value, trust, convenience and customer loyalty of online shopping
description As the Internet has matured, there has been a huge growth in the volume and value of online transaction. Furthermore, it becomes a common channel for delivering and trading of information, products and services at global marketplace. Even though this method of business exchange or transaction has started to win the hearts of Malaysian users, the main elements influencing the willingness and retentions to purchase online are still unknown. Thus the objectives of this study is to identify the relationship between customer loyalty with other independent variables such as website service quality, perceived value, trust and convenience in online shopping transactions A total of 200 academic lecturers in Politeknik Sultan Abdul Halim Mu'adzam Shah were responding to this study Further, Statistical Package software for Social Science (SPSS) Version 20.0 was used to analyze the collected data. Descriptive statistic, factor analysis and correlation were applied to this study The results of this study were clearly shown that the independent variables (website service quality, perceived value, trust and convenience) had positive impact on dependent variable (customer loyalty in online shopping). It is suggested for future research to conduct this type of research and to be extended to any other countries in order to determine consumer pattern in online shopping behavior. Moreover, future research also should focus on differentiation of consumer's behavior in term of products, websites also the industries
format Thesis
qualification_name masters
qualification_level Master's degree
author Noorashikin, Harun@Che Ani
author_facet Noorashikin, Harun@Che Ani
author_sort Noorashikin, Harun@Che Ani
title Website service quality, perceived value, trust, convenience and customer loyalty of online shopping
title_short Website service quality, perceived value, trust, convenience and customer loyalty of online shopping
title_full Website service quality, perceived value, trust, convenience and customer loyalty of online shopping
title_fullStr Website service quality, perceived value, trust, convenience and customer loyalty of online shopping
title_full_unstemmed Website service quality, perceived value, trust, convenience and customer loyalty of online shopping
title_sort website service quality, perceived value, trust, convenience and customer loyalty of online shopping
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2014
url https://etd.uum.edu.my/4035/1/s811068.pdf
https://etd.uum.edu.my/4035/2/s811068_abstract.pdf
_version_ 1747827668105035776
spelling my-uum-etd.40352022-08-03T03:15:36Z Website service quality, perceived value, trust, convenience and customer loyalty of online shopping 2014 Noorashikin, Harun@Che Ani Mat, Norazuwa Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5415.33 Consumer Behavior. TK5015.888 Web sites As the Internet has matured, there has been a huge growth in the volume and value of online transaction. Furthermore, it becomes a common channel for delivering and trading of information, products and services at global marketplace. Even though this method of business exchange or transaction has started to win the hearts of Malaysian users, the main elements influencing the willingness and retentions to purchase online are still unknown. Thus the objectives of this study is to identify the relationship between customer loyalty with other independent variables such as website service quality, perceived value, trust and convenience in online shopping transactions A total of 200 academic lecturers in Politeknik Sultan Abdul Halim Mu'adzam Shah were responding to this study Further, Statistical Package software for Social Science (SPSS) Version 20.0 was used to analyze the collected data. Descriptive statistic, factor analysis and correlation were applied to this study The results of this study were clearly shown that the independent variables (website service quality, perceived value, trust and convenience) had positive impact on dependent variable (customer loyalty in online shopping). It is suggested for future research to conduct this type of research and to be extended to any other countries in order to determine consumer pattern in online shopping behavior. Moreover, future research also should focus on differentiation of consumer's behavior in term of products, websites also the industries 2014 Thesis https://etd.uum.edu.my/4035/ https://etd.uum.edu.my/4035/1/s811068.pdf text eng public https://etd.uum.edu.my/4035/2/s811068_abstract.pdf text eng public masters masters Universiti Utara Malaysia Aaker, David A., Jones, J., Morsan. "Modelling Store Choice behaviour", Journal of Marketing Research, Vol. VIII (February), 1971, pp. 38-42 as cited in Kaul. S., "A Conceptual Note on Influencing Store Loyalty: Implications for Indian Retailers" Working Paper No.2006-10-06, IIMA. Alba, J., Lynch, J., Weitz, B., Janiszewski, C., Lutz, R. Sawyer, A. & Wood, S. (1997), Interactive home shopping: consumer, retailer and manufacturer incentives to participate in electronic marketplaces. Journal of Marketing, 61(3), 38-53. Anderson, JC & Gerbig, DW 1988, 'Structural equation modelling in practice: A review and recommended two-step approach', Psychological Bulletin, 103, 411-423. Anderson, E. W., & Sullivan, M. W. ( 1993). The antecedents and consequences of customer satisfaction for the firms. Marketing Science, 12, 125-43. Andreassen, W. (1999). What drives customer loyalty with complaint resolution?. Journal of Service Research, 1(4), 324-32. http://dx.doi.org/l0.1177/109467059914004. Anderson Re and Srinivasan SS (2003) E-satisfaction and E-loyalty: a contingency framework. Psychology & Marketing, 20(2), 123- 138. Anderson, E.W., & Sullivan, M.W. (1993). The antecedents and consequences of customer satisfaction for the firms Marketing Science, 12, 125-43. Aylott, R & Mitchell, V-W (1998) An exploratory study of grocery shopping stressors. International Journal of Retail & Distribution Management, 26(9), 362-73. Babin, B.J., Darden, W.R. & Griftin, M. (1994). Work and / or fun: Measuring hedonic and utilitarian shopping value, Journal of Consumer Research, 20(4), 644-56. Beatty, S.E, & Ferrell, M.E. (1998).Impulse buying: Modeling its precursors. Journal of Retailing, 74(2), 169-91. Berry, L., Seiders, K., & Grewal, D (2002). Understanding service convenience. Journal of Marketing, 66(3), 1-17. Berry, L.L. and Parasuraman, A (1991), Marketing Services: Competing through Quality, Free Press, New York, NY. Bolton, R.N. and Lemon, K.N.1999. A Dynamic Model of Customers' Usage of Services: Usage as an Antecedent and Consequent of Satisfaction. Journal of Marketing Research, 36(2) 171-186. Bolton, Ruth N. (1998), "A Dynamic Model of the Duration of the Customer's Relationship with a Continuous Service Provider: The Role of Satisfaction," Marketing Science, 17(1), 45-65. Bolton, Ruth N. James H. Drew (1991), "A Multistage Models Of Customers' Assessment Of service Quality And Value," Journal Of Consumer. Research, 17, (March) 375-384. Boulding, W., Ajay, K., Staelin, R., & Zeithaml: V. (1993) A dynamic process model of service quality: From expectations to behavioral intentions. Journal of Marketing Research, 30(1), 7-27. Brown, L.G. (1989). The strategic and tactical implications of convenience in consumer product marketing. Journal of Consumer Marketing, 6, 13-19. Brown, D.B (2004) Consumers Getting Savvy about Online Shopping.(Keynote, Interviewer). Bucklin, L.P. (1963) Retail strategy and the classification of consumer goods. Journal of Marketing, 27, 50-55. Butler, P. and Peppard, J. (1998), "Consumer purchasing on the internet: processes and prospects", European Management Journal, Vol. 15 No. 6, pp. 600-10. Caruana, A. (2002). Service loyalty. The effects of service quality and the mediating role of customer satisfaction. European Journal of Marketing, 6(7/8), 811-828. Chang, H.H., Wang, Y.: H., & Yang, W.Y. (2009). The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value. Taylor and Francis Group, 20,(4). Chen YC, Shen YC, Liao SL (2009). An integrated model of customer loyalty: an empirical examination in retailing practice. Serv. Ind. J., 29, 267- 280. Chen, Y. and Corkindale, D. (2008) Towards an Understanding of the Behavioural Intention to Use Online News services. An Exploratory Study'. Internet Research, 18(3), 286-312. Chen Y H and Barnes S. (2007). Initial trust and online buyer behaviour Industrial Management & Data Systems. Vol. 107 No. 1, 2007 pp. 21-36. Chen, Z. and Pubinsky, A.J. (2003). A conceptual model of perceived customer value in e-Commerce: A preliminary investigation. Psychology & Marketing, 20(4), 323-347. Cheung, C. M. K., Chan, G W. W., & Limayem, M. (2005). A critical review of online consumer behavior. Empirical research. Journal of Eletronic Commerce in Organizations, 3(4); 1-19. Chiou, J.S. , (2004), The antecedents of consumer's loyalty towards Internet service providers, Information& Management, Vol. 41, No. 6, pp. 685-695. Chiu, C.M., Chang, C.C., Cheng, H.L., & Fang, Y.H. (2009). Determinants of customer repurchase intention in online shopping. Online Information Review, 33(4), 761-84. Chua,H.F., Gonzalez, R. ,Taylor, S F.,Welsh, R C ., Liberzon,I (2009) Decision- related 10s: regret and dissapoinment, Neuroimage, 47, 2031-2040. Chua, A.P.H., Khatibi, A,, & Ismail, H.B. (2006). E- Commerce:a study on online shopping in Malaysia. Journal of SDocial Science, 3(3), 231-42. Churchill, G.A (1979). A paradigm for developing better measures of marketing constructs. Journal of Marketing Research, 16, 64-73. Collier, J .E., & Rienstock, C.C. (2006). Measuring service quality in e-retailing. Journal of Service Research, 8(3), 260-275. Copeland, M.T. (1923). Relation of consumers' buying habits to marketing methods. Harvard Business Review, 1(2), 282-289. Corbitt, B. J., Thanasankit, T.and Yi, H. 2003. Trust and e-commerce: A study of consumer perceptions. Eletronic Commerce Research and Applications, 2, 203-215. Cox, J , & Dale B (2002) Key quality in website design and use an examination . International Journal of Quality and Reliability Management, 19(7), 864-888 Cristobal, E., Flavian, C., & Guinaliu, M. (2007). Perceived e-service quality (PeSQ): Measurement validation and effects on consumer satisfaction and web site loyalty. Managing Service Quality, 17(3), 317-340. Cronin, J.J., and Taylor, S.A., (1992), Measuring service quality: a re-examination and extension, Journal of Marketing, Vol. 56, pp. 55-68. Cyr, D., Hassanein, K., Head, M., &. lvanov, A. (2007). The role of social presence in establishing loyalty in e-service environments. Interacting with Computers, l9(l), 43-56. Degaratu, A.M., Rangaswamy, A. & Wu, J.N. (2000). Consumer choice behavior in online and traditional supermarkets: The effects of brand name, price and other search attribute. International Journal of Research in Marketing, 17, 55-78. Devaraj, S , Fan, M , & Kohli, R (2002) Antecedents of B2C channel satisfaction and preference Validating e-commerce metrics Information system Research, 13(3), 316-333. Dick, A.S., & Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of Academy of Marketing Science, 22 (2), 99-113. Donthu, N. (1999), "The Internet shopper", Journal of Advertising Research, Vol. 39 No 3, pp. 52-8. Dodds, W.B., Monroe, K.B., & Grewal. D. (1991). Effects of price, brand, and store information on buyers' product evaluations. Journal of Marketing Research, 28(3), 307-319. Edvardsson. B., Johnson, M. D., Gustafsson, A.. & Strandvik, T. (2000). The effects of satisfaction and loyalty on profit and growth: products versus services. Total Quality Management, 11, 917-927. Edvardsson, B., Gustafsson, A., Johnson, M. D., & Sande'n, B. (2000). New service development and innovation in the new economy. Lund, Sweden: Student literature. Ehigie, B. 0. (2006) Correlates of customer loyalty to their bank a case study in Nigeria. International Journal of Bank Marketing, 4(7), 494-508. Flavian. C . Guinaliu, M, & Gurrea. R (2006) The role played by perceived usability, satisfaction and consumer trust on web site loyalty Information & Management: the International Journal of Information Systems applications. 43(1), 1-14. Fornell, C., & Larcker, D F (1981) Evaluating structural equation models with unobservable variables and measurements error. Journal of Marketing Research, 18, 39-50. Fornell C. (1992), - A National Customer Satisfaction Barometer The Swedish Experience. Journal of Marketing, Vol 56, pp. 6-21. Freeman, S . Walker, I and Gabbott. M (1999) Consumer behavior and attitudes towards technology and internat shopping. Paper presented at Tenth International Conference on Research in the Distribution Trades, Stirling. University of Stirling-institute of Retail Studies, 593-602. Furrer, Olivier. B Shaw-Ching Liu, And D Sudharsan (2000), "The Relationships between Culture and Service Quality Perceptions: Basis For Cross-Cultural Market Segmentation And Resource Allocation," Journal of Service Research. 2(4), 355-71. Gefen, D., Karahanna, E., & Straub, D. W. (2003). Trust and TAM in online shopping: An integrated model. MIS Quarterly, 27(1), 51-90. Gehrke, D and Turban,D (1999), Determinants of successful website design relative importance and recommendations for effectiveness", Proceedings of the 32nd Hawaii International Conference on System Sciences, pp 1-8. Geissler, G. L., & Zinkhan, G. M (1998) Consumer perceptions of the World Wide Web An exploratory study using focus group interviews. Advances in Consumer Research, 25(1), 386-392. Godwin J., Udo, G.j., Bagchi, K.K, & Kirs, P.J. (2010). An assessment of customers' e-service quality perception, satisfaction and intention. lnternational Journal of Information Management, 3(6). Goldsmith, R.E. and Goldsmith, E.B. (2002), "Buying apparel over the internet", Journal of Product & Brand Management, Vol. 11 No. 2, pp. 318-28. Gremler, D.D., Gwinner, K P & Brown, S.W (2001). Generating positive word-of-mouth communication through customer-employee relationships. International Journal of Service Industry Management, 12(1), 44-59. Grunert, K.G., & Ramus, K. (2005) Consumers' willingness to buy food through the internet. British Food Journal, 107(6), 381-403. Guenzi, P., Johnson, M.D., & Castaldo, S. (2009). A comprehensive model of customer trust in two retail stores. Journal of Services Management, 20(3), 290-316. Gummesson, E. (1999). Total relationship marketing. Butterworth: Heinemann, UK. Gustafsson, A., Johnson, M.D., and Roos, 1. (2005), "The Effects of Customer Satisfaction, Relationship Commitment Dimensions, and Triggers on Customer Retention", Journal of Marketing, Vol. 69, pg. 210-218. Ha, H.Y., & Janda, S. (2008) An empirical test of a proposed customer satisfaction model in e-services. Journal of Services Marketing, 22(5), 399-408. Hair, J. F. Jr., Money, A. H., Samouel, P., & Page, M. (2007). Research Methods for Business. The UK: John Wiley & Son Ltd. Hair, J.F. Jr., Babin, B., Money, A.H. , & Samouel, P. (2003) Essential of business research methods. John Wiley & Sons: United States of America Hallowell, R (1996) The relationships of customer satisfaction, customer loyalty and profitability International. Journal of Service Industry Management, 7(4), 27-42. Hartnett, M. (2000) , "New features take do-it-best Website to higher level", Stores, February, pp. 50-4. Hasslinger, A. (2007) Consumer behaviour in online shopping. 18-22. Heiens, R., & Pleshko, L. (1996). Categories of customer loyalty: An application of the customer loyalty classification framework in the fast food hamburger market. Journal of Food Products Marketing, 3(1), 1-12. Heim, G.R., & Field, J.M. (2007). Process drivers of e-services quality: Analysis of data from an online rating site. Journal of Operations Management, 25(5). Herbig, Paul and Alain Genestre (1996) "An examination of the cross cultural differences in service quality The example of Mexico and the USA,". Journal of Consumer Marketing, 13(3), 43-53. Heskett JL, Jones TO, Loveman GW, Sasser WE, Schlesinger LA. (1994), -Putting the Service Profit Chain to Work.ll Harvard Business Review, Vo1.72, No. 21, pp. 164- 174. Hoffman, D. L., & Novak, T.P. (1 996). Marketing in hypermedia computer-mediated environments: Conceptual foundations. Journal of Marketing, 60, 50-68. Hsu, C (2007) The relationship among service quality, perceived value, customer satisfaction and behavioral intentions: An empiricalstudy of online Shopping. (MBA Thesis, National Cheng Kung University). Hume, M (2008) Understanding core and peripheral service quality in customer repurchase of the performing arts. Managing Service Quality, 18(4), 349-69 Jiang, P., & Rosenbllom, B. (2005). Customer intention to return online: Price perception, attribute-level performance, and satisfaction unfolding over time. European Journal of Marketing, 39(1/2), 150-74. Jones, T., & Sasser, W.E. (1995). Why satisfied customers defect. Harvard Business Review, 88-99. Kalwani, M.U., & Silk, A.J. (1982). On the reliability and predictive validity of purchase intention measures. Marketing Science, 1, 243-286. Kam, B, La, K, & Walker, R. (2004). Customer loyalty in e-retailing: A conceptual framework and research opportunity . Proceedings 33rd EMAC Conference. Keating, B , Rugimbana, R , & Quazi, A (2003)Differentiating between service quality and relationship quality in Cyberspace. Managing Service Quality, 13(3), 217-232. Khalifa, A.S. (2004), "Customer value: a review of recent literature and an integrative configuration", Management Decidion, Vol. 42 No. 5, pp 645- 66. Kim, J.H., Kim, M., & Kandampully, J (2009). Buying environment characteristics in the context of e-service. European Journal of Marketing, 43(9/1O), 1188-204. Kim, D.J.; Ferrin; D.L. and Raghav Rao, H. (2008), "A trust-based consumer decision-making model in electronic commerce: the role of trust, perceived risk, and their antecedents", Decision Support Systems, Vol 44 No. 2, pp. 544-64. Kim, J.H., Kim, M , & Kandampully, J (2007) The impact of buying environment characteristics of retail web sites. Service Industries Journal, 27(7), 865-80. Knox SD, Denison TJ (2000). Store loyalty: its impact on retail revenue: an empirical study of purchasing behaviour in the UK. J. Retail. Consum. Serv. 7:33-45. Komulainen, H. , Mainela, T., Ta "htinen, J. and Ulkuniemi, P. (2007), "Retailers' different value perceptions of mobile advertising service", lnternaional Journal of Service Industry Management. Vol. 18 No. 4, pp. 368-93. Kotler, P (2000), Marketing Management, 10th ed., Prentice Hall, Englewood Cliffs, NJ. Koufaris, M. (2002). Applying the technology acceptance model and flow theory to online consumer behavior. Information Systems Research, 13(2), 205-223. doi.org/10.l287/isre.13.2.205.83. Krejcie, R.V. & Morgan, D.W. (1970). Determining sample size for research activities. Educational and Psychological Measurement, 30, 607-610. Lai, C.S., Chen, C.S., & Lin, P.J. (2007). The effects of service quality on customer relational benefits in travel website. PICMT 2007: Portland lnternational Center for Management of Engineering and Technology, Proceedings-Management of Converging Technologies, 1(6), 1133-40. Lee, MKO & Turban, E (2001), 'A Trust Model for Consumer Internet Shopping', International Journal of Eletronic Commerce, September 2001, vol. 6, no. 1, pp. 75-91. Lee, C , & Green, R. T (1991). Cross-cultural examination of the Fishbein behavioral Intentions model. Journal of International Business Studies, 22, 289-305. Levesque, T., & McDougall, G. H.G. (1996). Determinants of customer satisfaction in retail banking. International Journal of Bank Marketing, 14, 12-20. Li, H., Daugherty, T. and Biocca, F. (2001), "Characteristics of virtual experiences in electronic commerce: a protocol analysis", Journal of Interactive Marketing, Vol. 15 No.3 pp 13-30. Li, N , & Zhang.P (2002). Consumer online shopping attitudes and behavior: An assessment of Research. Information Systems proceedings of Eighth Americas Conference. Liang, T., & Lai, H. (2000). Electronic store design and consumer choice: An empirical study. Proceedings of the 33rd Hawaii International Conference on System Sciences. Limayem, M., Khalifa, M. and Frini, A. (2000). "What makes consumer buy from the internet? A longitudinal study of online shopping", IEEE Transactions on Systems, Man, and Cybernetics: Part A, Vol. 30 No. 4, pp. 421-32. Lin, H., & Wang, Y. (2006). An examination of the determinants of customer loyalty in mobile commerce contexts. Information & Management, 43(3), 271-282. Lindgreen, A. and Wynstra, F. (2005), "Value in business markets: what do we know? Where are we going?", Industrial Marketing Management, Vol. 34 No. 7, pp. 732-48. Lynch, J., & Ariely, D. (2000). Wine online: Search cost affect competition on price quality and distribution. Marketing Science, (19)1, 83-204. Mainspring, Bain & Company (2000). Profits depend on consumer loyalty. Retreieved from www.nua. Ie/surveys/ index.cgi?f=VSand art_ id=905355695&re-true. Malhotra,N.K. Ulgado, F.M, Aganval, J., Shainesh, G. and Wu, L. (2005), 'Dimensions of Service Quality in Developed and Developing Economies: Multi-Country Cross-Cultural. Moliner, M.A., Sanchez, J., Rodriguez, R.M., & Callarisa, L. (2007). Perceived relationship quality and post-purchase perceived value. An integrative framework. European Journal of Marketing, 41(11/12), 1392-422. Moorman, C., Zaltman: G., & Deshpande, R. (1992). Relationships between providers and users of marketing research: The dynamic of trust within and between organizations. Journal of Market Research, 314-329. Na Wang 1, 2.D (2008). Study on the influencing factors of online shopping. Changchun: Atlantis Press. Ndubisi, N.O. (2011) Conflict handling, trust and commitment in outsourcing relationship a Chinese and Indian study. Industrial Marketing Management, 40(1), 109-17. Newman, K. (2001). Interrogating SERVQUAL: a critical assessment of service quality measurement in a high street retail bank. International Journal of Bank Marketing, 19(3), 126-139. Oliver, R.L. (1997) Satisfaction: A behavior perspective on the consumer. New York, NY: McGraw-Hill. Oliver, R.L, & DeSarbo, W.S. (1988). Response determinants in satisfaction judgments. Journal of Consumer Research, 14, 495-508. Oliveira, R.C. (2007), "Evidences from link between quality and loyalty in e-service: an empirical study", Sistemas Gesta - o, Vol. 2 No. 1, pp. 1-15. Otim, S. and Grover, V. (2006). An empirical study on web-based services and customer loyalty. European Journal of Information Systems, 15, 527-541. Oxford Advanced Learner's Dictionary (2000). (6th ed.). Oxford University Press. Papadopoulou, P, Andreou, A., Kanellis, P and Martakos, D (2001). "trust and relationship building in eletronic commerce", Internet Research Electronic Networking Applications and Policy, Vol. 11 No. 4, pp 322-32. Parasuraman, A, 1997. Reflections on Gaining Competitive Advantage Through Customer Value. Academy of Marketing Science Journal 25(2), 154-161. Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40. Parasuraman, A,, Zeithaml, V.A., & Berry,L.L. (1988a, April). Communications and control process in the delivery of service quality. Journal of Marketing, 52, 35- 48. Parasuraman, A,, Zeithaml, V.A., Rr Berry, L.L. (1988b) SERVQUAL: A multiple item scale for measuring consumer perceptive of service quality. Journal of Retailing, 64(1), 12-37. Parasuraman, A,, Zeithaml, V.A., & Berry, L.L. (1985). A conceptual model of service and its implications for further research. Journal of Marketing, 48(3), 41-50. Payne, A,, Holt, S. and Frow, P. (2001), "Relationship value management: exploring the integration of employee, customer and shareholder value and enterprise performance models", Journal of Marketing Management, Vol. 17 No. 33, pp. 785-817. Pavlou, P. A (2003) Consumer acceptance of electronic commerce: Integrating trust and risk with the technology acceptance model. International Journal of Eletronic Commerce, 7(3). 69-103. Prus Amanda & Brandt Randall, D (1995, July-August). Understanding your customers. Marketing Tools Magazine. Rabinovich, E, & Bailey, P.J (2004). Physical distribution service quality in internet retailing: Service pricing, transaction attributes and firm attributes. Journal of Operations Management, 21(6). Ranaweera, C., & Neely, N. (2003). Some moderating effects on the service quality-customer retention link. International Journal of Operations and Production Management, 23(2), 230-248. Ranganathan, C., & Ganapathy, S. (2002). Key dimensions of business-to-consumer websites. Information and Management, 39(6), 457-465. Reichheld, F F., & Schefter, P. (2000). E-loyalty: Your secret weapon on the web. Harvard Business Review, 78(4), 105-13. Reichheld Frederick F. (1996) The loyalty effect. The hidden force behind growth, profit, and lasting value. Boston: Harvard Business School Press. Reichheld, F. & Aspinall, K. (1993) Building high-loyalty business systems. Journal of Retail Banking, 14(4), 21-29. Reichheld, F.F., & Schefler, P. (2000) E-loyalty: Your secret weapon on the web. Harvard Business Review, 78(4), 105-13. Roberts, J.H. (2000), "Developing new rules for new markets", Journal of the Academy of Marketing Science, Vol. 28 No. 1, pp. 31-44. Ribbink, D., van Riel, A.C.R., Liljander, V., & Streukens, S. (2004) Comfort your online customer: Quality, trust and loyalty on the internet. Managing Service Quality, 14(6), 446-456. Riemenschneider, C.K., Harrison, D.A., & Mykytyn, P.P. (2003). Understanding IT adoption decision in small business: Integrating current theories. Information & Management, 40(4), 269-285. Reinartz, W.J., & Kumar, V. (2002). The mismanagement of customer loyalty. Harvard Business Review, 80(7), 86-94. Rosenberg, L , & Czepiel, J. (1983) A marketing approach for consumer retention. Journal of Consumer Marketing, 1(1), 45-51. Rowley, Jennifer. (2005)The four Cs of customer loyalty. [Database] Marketing Intelligence & Planning. DUFE Library, Dalian. Assessed 12, Apr. 2009. [Online] Available: http://www.emeraldinsight.com /Insight/ViewContentServlet?contentType=Article&Filename= Published/EmeraldFullTextArticle/Articles/0200230604.html. Santos, J. (2003). E-service quality: A model of virtual service quality dimensions. Management Service Quality, 13(3), 233-246. Seiders, K., Voss, G.B., Godfrey, A.L., & Grewal, D. (2007). SERVCON: development and validation of a multidimensional service convenience scale. Journal of the Academy Marketing Science, 35, 144-156. Sekaran, Umar. (2003). Research methods for business: A skill building approach. (4th ed.). USA: John Wiley & Sons, Inc. Sekaran, U. & Bougie, R. (2010). Research methods for business: A skill building approach (5th ed.) Chichester: John Willey & Sons Ltd. Shanker, V , Smith, A and Rangaswamy. A (2003). "Customer satisfaction and loyalty in online and offline environments", International Journal of Research in Marketing, Vol. 20 No. 2, pp. 153-75. Sultan, F and Simpson, M. C. (2000) International service variants: airline passenger expectations and perceptions of service quality, Journal of serve marketing, Vol. 14 No. 3, 188-216. Szymigin, I., and Carrigan, M. (2001). Wherefore customer loyalty? Joournal of Financial Services Marketing, 6(2), 6-8. Terblanche, N., and Boshoff, C. 2006. The Relationship Between a Satisfactory In-Store Shopping Experience and Retailer Loyalty. South African Journal of Business Management. 37(2): 33-43. Turban, E , King, D, Lee, J, & Viehland, D (2004) Eletronic commerce 2004: A Managerial Perspective. Upper Saddle River: Prentice Hall. UCLA Center for Communication Policy (2001) The UCLA Internet Report 2001:Surveying the digital future-year two. Retrieved from http//www.ccp.ucla.edu/pdf/UCLA-Internet-Report-2001.pdf. Uma Sekaran and Bougie R. (2009). Research Methods for Business, a Skill Building Approach, 5th.Ed. New York: John Wiley & Sons. Uma, Sekaran, (2000). Research Method for Bussines, a Skill-building Approach, Third Ed. New York: John Wiley & Sons, inc., p. 288. Voss, C.A., Roth, A.V., Rosenzweig, E.D., Blackmon, K. & Chase, R.B. (2004). A tale of two countries conservatism, service quality and feedback on customer satisfaction. J. Service Research, 6(3), 212-230. Wahab Samsudin, Noor Nor Azila Mohd, Ali Juhary (2009). Technology trust and ebanking adoption- The mediating effect of customer relationship management performance. The Asian Journal of technology Management 2(2), 1-1. Walczuch, R. and Lundgren, H. (2004), "Psychological antecedents of institution-based consumer trust in e-retailing", Information & Management, Vol. 42 No. 1, pp. 159-77. Wetzels, M , K de Ruyter and M van, Biergelen 1998 Marketing service relationship The role of commitment. Journal of Business and Industrial Marketing 13(4-5) 406-23. Wildt, A.R, & Chang, T.Z. (1994). Price, product information, and purchase intention. An empirical study, Journal of the Academy of Marketing Science, 22, 16- 27. Winsted, K.F. (1997), "The Service Experience in two Cultures: a Behavioral Perspective", Journal of Retailing, Vol. 73 No. 3, pp. 337-60. Woodruff, R.B, 1997 Customer Value The Next Source for Competitive Advantage: Academy of Marketing Science Journal 25(2), 139-153. Yang, H.E, Wu, C.C, & Wang, K.C. (2008) An empirical analysis of online game service satisfaction and loyalty. Expert Systems with Applications, 36(2), 816-825. Yang, H., Wu, C., & Wang, K. (2007). An empirical analysis of online game service satisfaction and loyalty. Expert Systems with Applications, 36(2), 1816-1825. Yang, Z., Jun, M, & Peterson, R.T (2004) Measuring customer perceived online service quality-Scale development and managerial implications International Journal of Operations and Production Management, 24(11), 1149-1174. Yu, J. (2006). Marketing to Chinese consumers on the internet. Marketing Intelligence & Planning, 24(4), 380-92. Yuan Gao. (2005). Web systems design and online consumer behavior. London: Idea Group Inc. (IGI). Zeithaml, V.A., Parasuraman, A, & Malhotra, A. (2002) An empirical examination of the service quality-value-loyalty cain in an electronic channel. (Working paper) Chapel Hill, NC: University of North Carolina. Zhang, J., Beatty, S.E. and Walsh, G. (2008) Review and future directions of crosscultural consumer services research. Journal of Business research, 61, 211-224. Zhou, L, Dai, L, & Zhang, D (2007) Online shopping acceptance model-A critical survey of consumer factors in online shopping. Journal of Electronic Commerce Research, 8(1), 41-62. Zikmund, W. G. (2000). Business Research Methods. South-Western I. Zinkhan, G.M., R.T, Watson (1998). Electronic commerce: A marriage of management information system and market. J. Market Focused Management 3(1), 5-22. ANOTHER SOURCES : Sources: Alexa.com, Google.com, Bing.com and Yahoo.com

Similar Items