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E Loyalty Dissertation

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    Turban E., King D., Lee J. K. and Viehland D. 2009 Electronic Commerce 2009: A Managerial Perspective. Prentice Hall

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    Igor Pezzilli, Malaysian Flavours 2013 Retrieved from http://www.malaysianflavours.com/2013/04/lazada-turns-one-in-malaysia.html

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    The Star Online 2012 Online shopping made easy Retrieved from http://www.thestar.com.my/storv.aspx?file=%2f2012%2f7%2f19%2fnorth%2f11688942&sec

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    Zhang Xi and Tang Yu 2006 Customer Perceived E-service Quality in Online Shopping Unpublished Master Thesis LUT

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    Santos J. 2003 E-service quality: a model of virtual service quality dimensions Management Service Quality13 233-46


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    Hao-erl Yang and Feng-Shii Tsai 2007 General E-S-QUAL Scales Applied To Websites Satisfaction and Loyalty Model Communications of the IIMA7

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    Grace Lin T. R. and Chia C. S. 2009 Factors influencing satisfaction and loyalty in online shopping: an integrated model Online Information Review33 458-475 http://dx.doi.org/10.1108/ 14684520910969907


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    Dai Lei, Huang Lihua and Yi Yuandong 2005 How B2C Service Quality Influences Website Continuance?

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    Parasuraman A., Zeithaml V.A. and Malhorta A. 2005 E-S-QUAL, A Multiple-Item Scale for Assessing Electronic and Revolution in Web Site Functionalities Decision Sciences35 423-455

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    Yoo B. and Donthu N. 2001 Developing a Scale to Measure the Perceived Quality of an Internet Shopping Site (SITEQUAL),"Quarterly Journal of Electronic Commerce2 31-46

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    Than C.R. and Grandon E. 2002 ‘An exploratory examination of factors affecting online sales’ Journal of Computer Information Systems42 87-93

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    Wolfinbarger M. and Gilly M. C. 2003 eTailQ: Dimensionalizing, Measuring and Predicting Retail Quality Journal of Retailing79 183-98


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    Bukhari Saleh, Ghoneim Ahmad and Dennis Charles 2012 Understanding the Factors that Attract Travellers to Buy Airline Tickets Online In Saudi Arabia European, Mediterranean & Middle Eastern Conference on Information Systems 2012

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    Zeithaml V.A. 2002 Service excellence in electronic channels Managing Service Quality12 135138


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    Loiacono E. T., Watson R. T. and Goodhue D. L. 2002 WEBQUAL™: A Measure of Web Site Quality Marketing Educators ’ Conference: Marketing ed K. Evans and L. Scheer

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    Barnes S.J. and Vidgen R.T. 2002 An integrative approach to the assessment of e-commerce quality Journal of Electronic Commerce Research3 114-127

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    Wolfinbarger M. and Gilly M. C. 2003 eTailQ: dimensionalizing, measuring and predicting etail quality Journal of Retailing79 183-198


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    Rahman M.M. and Miazee M.H. 2010 E-Service Quality and Customer Satisfaction: A Study of Online Customers in Bangladesh

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    Jain and Kumar 2011 Measurement of E-Service Quality: An Empirical Study On Online Railway Ticket Reservation Website Service Sri Krishna International Research & Educational Consortium2

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    Lee Gwo-Guang and Lin Hsiu-Fen 2005 Customer perceptions of eservice quality in online shopping International Journal Retail & Distribution Management.33 161-176


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    Anderson R.E. and Srinivasan S.S. 2003 E-satisfaction and e-loyalty: A contingency framework Psychology and Marketing20 123-138


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    Christian Schaupp L. and France Bélanger 2005 A Conjoint Analysis of Online Consumer Satisfaction Journal of Electronic Commerce Research6 95-111

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    Park C. and Kim Y. 2003 Identifying Key Factors Affecting Consumer Purchase Behaviour in an Online Shopping Context International Journal of Retail & Distribution Management31 16-29


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    Alam S. S. and Yasin N. M. 2009 An Investigation into the Antecedents of Customer Satisfaction of Online Shopping The Australian & New Zealand Marketing Academy (ANZMAC) Conference(Melbourne, Australia, 30 November - 2 December, 2009) 79

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    Yao Chengwen and Liao Shuling 2011 Measuring the Antecedent Effects of Service Cognition and Internet Shopping Anxiety On Consumer Satisfaction With E-Tailing Service Management &; Marketing Challenges for the Knowledge Society6 59-78

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    Okada Hitoshi, Atchariyachanvanich Kanokwan and Sonehara Noboru 2006 “What Keeps Online Customers Repurchasing through the Internet? ACMSI Gecom Exchanges6 47-57

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    Eid Mustafa I. 2011 Determinants of E-Commerce Customer Satisfaction, Trust, And Loyalty In Saudi Arabia Journal of Electronic Commerce Research12

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    Reichheld F. and Schefter P. 2000 E-loyalty: Your Secret Weapon on the Web Harvard Business Review78 105-115

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    Leung Nga Yin Yanmie and Ma Karman Ka Ching 2012 Factors Affecting Hong Kong Customers’ E - loyalty and Repeated Purchase Intention in Online Chinese Retail Stores and the Moderating Effect of Electronic Word-of-Mouth

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    Zeithaml V.A., Parasuraman A. and Malhotra A. 2000 e-service quality: definition, dimensions and conceptual model Working paper, Marketing Science Institute (Cambridge, MA)

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    Zha J., Ju F. and Wang L. 2006 Customer Satisfaction in E-commerce: an Exploration of its Antecedents and Consequences International Conference on Management of Innovation and Technology 540-544

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    Ling Lam Shuk 2011 The Study of E-Service Quality, E-Satisfaction And E-Loyalty Of Generation Y In Hong Kong: A Case Of Taobao

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    Zhang X. and Prybutok V.R. 2005 A consumer perspective of e-service quality Journal of Marketing52 461-477

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    Zins A. 2001 Relative Attitudes and Commitment in Customer Loyalty Models: Some Experiences in the Commercial Airline Industry International Journal of Service Industry Management12 269-294


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    Devaraj F., Fan M. and Kohli R. 2002 Antecedents of B2C Channel Satisfaction and Preference: Validating e-commerce Metrics Information System Research13 316-333


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    Kim E. Y. and Jackson V. P. 2009 The Effect Of E-SERVQUAL on E-Loyalty For Apparel Online Shopping Journal of Global Academy of Marketing Science19-4 57-65


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    Guo Xiaoying, Choon Ling Kwek and Liu Min 2012 Evaluating Factors Influencing Consumer Satisfaction towards Online Shopping in China Asian Social Science8

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    Hill R.R. 1998 Analytical comparison of optimization problem generation methodologies Proceedings of 30th conference on winter simulation 609-616

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    Gee R., Coates G. and Nicholson M. 2008 Understanding and profitably managing customer loyalty Marketing Intelligence and Planning26 359-374


  • ГЛАВА 87 Веспа выехала в тихий переулок Каретерра-де-Хуелва. Еще только начинало светать, но движение уже было довольно оживленным: молодые жители Севильи возвращались после ночных пляжных развлечений. Резко просигналив, пронесся мимо мини-автобус, до отказа забитый подростками. Мотоцикл Беккера показался рядом с ним детской игрушкой, выехавшей на автостраду.

    Метрах в пятистах сзади в снопе искр на шоссе выкатило такси.

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