文章基本信息

标题：EXAMINING THE EFFECT OF ELECTRONIC SERVICES QUALITY ON LOYALTY OF IRAN CELL CORPORATION CUSTOMERS
本地全文：下载
作者：Shayan Basir ; Mohsen Akbari ; Mohammad Doostar 等
期刊名称：Arabian Journal of Business and Management Review
电子版ISSN：2223-5833
出版年度：2014
卷号：4
期号：1
出版社：Sohar University, Oman and American University of Kuwait
摘要：In this study , it was attempted to examine views of potential buyers of Iran cell products and identify the impact of electronic services' quality on customers' loyalty based on customers' comments using a scientific method. The present study aimed to examine the e ffect of electronic service s' quality on loyalty of customer s in Irancell Corporation. This is an applied research, which was performed using a descriptive survey method. Statistical population included all potential customers of Irancell Corporation in Ra sht City . The sample size was equal to150 individual . Research questionnaire was distributed among subjects after determining the samp le size. Then, their views were analyzed using sta tistical conc epts. V alidity of the questionnaire was confirmed by counse lors, instructors and several experts. In this regard, their views were applied to initial questionnaire . Then, the initial questionnaire was amended and approved. Reliability of the questionnaire was calculated using SPSS, which was equal to 0.921 . This i ndicate s reli ability of the research tool . Finally, the data was analyzed using Amos S oftware. I t was found out that e lectronic service s' quality is effective on customer s' loyalty in terms of statistical sample. In addition, impact factor was estimated as t hirty - seven per cent
关键词：customer's loyalty; electronic services' quality; eases ; ; of use; reac ; tion time and visual ; appearance