Title :
Measuring the Service Quality of Online Bookstore: An Empirical Investigation
Author :
Li, Fenglin ; Huang, Yan
Author_Institution :
Sch. of Inf. Manage., Wuhan Univ., Wuhan, China
Abstract :
This paper developed a conceptual model through a survey of literature on e-service, and then it has a demonstration analysis of the world´s largest online bookstore in China Dangdang.com. The study measured the impact of four dimensions on e-satisfaction and funds the relationship between e-satisfaction and e-loyalty. According to their relationship, it will give a hand to the online bookstore manager to achieving better e-service quality.
Keywords :
Web sites; electronic publishing; quality of service; China Dangdang.com; e-loyalty; e-satisfaction; e-service quality; electronic loyalty; electronic satisfaction; online bookstore service quality; Analysis of variance; Context-aware services; Couplings; Delay; Information analysis; Information management; Quality management; Quality of service; Total quality management; Web and internet services;
Conference_Titel :
Management and Service Science, 2009. MASS '09. International Conference on
Conference_Location :
Wuhan
Print_ISBN :
978-1-4244-4638-4
Electronic_ISBN :
978-1-4244-4639-1
DOI :
10.1109/ICMSS.2009.5300872
