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

Title: An investigation of B2C internet commerce: e-service quality's impact on satisfaction, attitudes and behaviours
Creator: Carlson, Jamie; O'Cass, Aron
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
Publisher: Australia & New Zealand Marketing Academy (ANZMAC)
Resource Type: conference paper
Date: 2007
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.
Subject: e-services; consumer satisfaction; service quality; behavioural intentions
Identifier: http://hdl.handle.net/1959.13/927668
Identifier: uon:10209
Identifier: ISBN:9781877156299
Language: eng
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