The impact of electronic service quality dimension on customer satisfaction

Title: The impact of electronic service quality dimension on customer satisfaction
Creator: Van der Merwe, Samatha Michelle
Subject: Electronic commerce
Subject: Consumer satisfaction
Date Issued: 2010
Date: 2010
Type: Thesis
Type: Masters
Type: MBA
Identifier: vital:8652
Identifier: http://hdl.handle.net/10948/1367
Identifier: Electronic commerce
Identifier: Consumer satisfaction
Description: Online purchasing is becoming increasingly common as a purchasing mode. At the onset of e-commerce it was thought that success was guaranteed merely by being present on the internet and offering low prices. Currently customer service has proved itself to be a key element for achieving good results in a website (Zeithaml, Parasuraman & Malhotra, 2002b). In this context, the study of commercial website quality has emerged as an area of strategic importance. As in traditional stores, service quality and customer satisfaction seem to play vital roles in the success and survival of Internet sites.
Format: vi, 163 pages
Format: pdf
Publisher: Nelson Mandela Metropolitan University
Publisher: Faculty of Business and Economic Sciences
Language: English
Rights: Nelson Mandela Metropolitan University

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