NOVA. The University of Newcastle's Digital Repository

Please use this identifier to cite or link to this item: http://hdl.handle.net/1959.13/927668

Title

An investigation of B2C internet commerce: e-service quality's impact on satisfaction, attitudes and behaviours

Author/Creator

Carlson, Jamie;  O'Cass, Aron

Institution

The University of Newcastle. Faculty of Business & Law, Newcastle Business School

Description

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.

Relation

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

Relation

http://anzmac.info/conference/conference-proceedings

Date

2007

Publisher

Australia & New Zealand Marketing Academy (ANZMAC)

Keyword(s)

e-services;  consumer satisfaction;  service quality;  behavioural intentions

Resource Type

conference paper

Identifier

http://hdl.handle.net/1959.13/927668

Identifier

ISBN:9781877156299

---

Reviewed

Save/E-mail Citation

Citation Format

Plain Text Citation HTML Citation EndNote Format

E-mail Address

Subject

"An investigation of B2C internet commerce: e-service quality's impact on satisfaction, attitudes and behaviours"

 

OR