文章基本信息

标题：E-S-Quality, Perceived Value and Loyalty Intentions Relationships in Internet Retailers
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作者：Cemal Zehir ; Cemal Zehir ; Yasin Sehitoglu 等
期刊名称：Procedia - Social and Behavioral Sciences
印刷版ISSN：1877-0428
出版年度：2014
卷号：150
页码：1071-1079
DOI：10.1016/j.sbspro.2014.09.120
语种：English
出版社：Elsevier
摘要：AbstractE-commerce has become an important phenomenon in today's business life owing to developments in technology and growing internet retailing. More and more people started to prefer internet retailers while shopping and this resulted in giving more emphasis on service quality, customer perceptions and customer loyalty to those online retailers. Consequently, service quality and the factors effecting customer preferences regarding online retailers became a popular field of study. This paper examines the above-mentioned topic in Turkish business context. Our survey applied to 645 respondents using the 10 most prominent internet retailers in Turkey, with the aim of understanding associations between E-Service Quality, Perceived Value and Loyalty Intentions. 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.
关键词：E- service quality;perceived value;loyalty intention.