Title
MEASURING ESERVICE QUALITY AND ITS LINKAGE TO CUSTOMER LOYALTY: How to attract and retain online customers?,Used
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Service quality is one of the key factors in determining the success or failure of Internet Commerce. To develop a reliable and valid measurement of Internetbased service quality (e service quality), a broad conceptual framework was established. This framework integrates several conceptual models in the areas of management information systems, technology adoption, and self service technology into eservice marketing. This study further assesses customer loyalty by embracing eservice quality dimensions, along with perceived produce/service value, as the determinants of customer loyalty. Based an ethnographic content analysis of 848 effective customer reviews of Internet banking services and a webbased survey study of 235 Internet customers, we develop the "five eservice quality dimension" model which provides researchers with a theoretical framework to measure service quality in Internet commerce. Managers can use this framework and the customer loyalty model presented in this dissertation to improve service performance and, hence, retain online customers.
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