DocumentCode
2496623
Title
The Influence of E-service Quality on Consumer´s Satisfaction and WOM
Author
Sheng-Qiang, Lai ; Xue-Mei, Tang
Author_Institution
Sch. of Manage. & Economic, Panzhihua Univ., Panzhihua, China
Volume
2
fYear
2010
fDate
24-25 April 2010
Firstpage
172
Lastpage
175
Abstract
The paper used the Parasuraman´s E-S-QAUL model to research that e-service quality how to influence the customer´s satisfaction and word of moth. We draw the conclusion that the e-recovery service quality and e-core service quality correlate significantly with customer´s satisfaction and word of mouth, and put forward suggests with which online enterprises improve service quality.
Keywords
Internet; customer satisfaction; marketing data processing; quality of service; Parasuraman E-S-QAUL model; consumer satisfaction; e-core service quality; e-recovery service quality; e-service quality; Conference management; Customer satisfaction; Information technology; Marketing and sales; Mouth; Multimedia systems; Power generation economics; Quality management; Technology management; Web and internet services;
fLanguage
English
Publisher
ieee
Conference_Titel
Multimedia and Information Technology (MMIT), 2010 Second International Conference on
Conference_Location
Kaifeng
Print_ISBN
978-0-7695-4008-5
Electronic_ISBN
978-1-4244-6602-3
Type
conf
DOI
10.1109/MMIT.2010.95
Filename
5474353
Link To Document