The electronic delivery of services (or e-services) and the provision of superior service quality (or e-service quality) have emerged as an important issue in developing consumer satisfaction, positive behavioural intentions and loyal consumers. The present study investigates the role of service quality, satisfaction, attitudes and behavioural intentions in a business-to-consumer Internet commerce context. The results show that e-service quality influences consumer satisfaction, attitude towards the Website and behavioural intentions.
Australian and New Zealand Marketing Academy (ANZMAC) Conference 2007 (ANZMAC 2007). Australian and New Zealand Marketing Academy (ANZMAC) Conference 2007. 3Rs: Reputation, Responsibility & Relevance: Conference Proceedings and Refereed Papers (Dunedin, New Zealand 3-5 December, 2007) p. 2057-2065