文章基本信息

标题：E-Commerce Service Quality on Customer Satisfaction, Belief and Loyalty: A Proposal
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作者：Mutia Sobihah ; Mahadzirah Mohamad ; Nor Azman Mat Ali 等
期刊名称：Mediterranean Journal of Social Sciences
电子版ISSN：2039-2117
出版年度：2015
卷号：6
期号：2
页码：260-266
DOI：10.5901/mjss.2015.v6n2p260
出版社：Mediterranean Center of Social and Educational Research (MCSER)
摘要：E-commerce system websites have helped to grow the business into the international field. In the long term in view, it is very important for a business to manage satisfaction, belief, and customer loyalty in the adoption of E-commerce services for business development. In the hotel industry in Malaysia, there is lack of studies on the quality of E-commerce services and has prompted this study to be done. Examine the perception of foreign tourists to the service factors of E-commerce website that influence satisfaction, belief and loyalty are the main objective of this study. Adopting from the previous studies, a conceptual framework of the relationship between E-commerce service quality with satisfaction, belief, and customer loyalty in the hotel industry in Malaysia is established to adapt with this study. The tourism sector is the seventh major provider to the Malaysian economy, with a Gross National Income (GNI) of RM47.2 billion in the year 2013, and is the second leading foreign exchange recipient after manufacture goods. One of the tourism sectors is the hotel industries that have international dimensions and the use of the highest sites. Tourism and hotel industry in particular is a key-driver for economic growth because the industry has proven that it is a catalyst for development.
关键词：customer loyalty;customer satisfaction;customer belief;E-commerce service quality;Malaysia hotel industry