E-commerce service quality on customer satisfaction, belief and loyalty: A proposal
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| date | 2015-04-22 12:20:56 |
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| id | 11695 |
| institution | UniSZA |
| internalnotes | Anderson, F. And D. Lehmann, (1994). Customer Satisfaction, Market Share, and Profitability: Findings from Sweden, Journal of Marketing, Vol. 58, 3:53-66. Anderson J. C. and S. S. Srinivasan (2000). E-satisfaction and E-loyalty: a Contigency Framework. Psychology & Marketing, Vol. 20, 2:123-138. Chaudhuri, A. & M. Holbrook (2001). The chain of Effects from Brand Trust and Brand Affect to Brand Performane: The Role of Brand Loyalty. Journal of Marketing Vol. 65, 2:81-93. Coulter, K. and R. Coulter, (2002). Determinants of Trust in a Service Provider: The Moderating Role of Length of Relationship, Journal of Services Marketing, Vol. 16, 1:35-50. Cyr, D. (2008). Modeling Website Design Across Cultures: Relationships to Trust, Satisfaction and E-loyalty, Journal of Management Information Systems, Vol. 24, 4:47-72. Devaraj, S., Fan, M. and Kohli, R. (2002), “Antecedents of B2C channel satisfaction and preference: validating e-commerce metrics”, Information Systems Research, Vol. 13 No. 3, pp. 316-33. Dong-Her, S., C. Hsiu-Sen, C. Chun-Yuan, and B. Lin, (2004). Internet Security: Malicious E-mails Detection and Protection, Industrial management & Data Systems, Vol. 104, 7:613-23. Fisher, A., (2001). Winning the Battle for Customers, Journal of Financial Services Marketing, Vol. 6, 2:77-83. Flavia’n, C. dan M. Guinaly’U, (2006). Consumer Trust, Perceived Security and Privacy Policy: Three Basic Elements of Loyalty to a Web site, Industrial Management & Data Systems, Vol. 106, 5:601-620. Goodwin, C., (1991). Privacy: Recognition of a Consumer Right, Journal of Public Policy Marketing, Vol. 10, 1:149-166. Greyskens. i., J. Steenkamp, L. Scheer, and N. Kumar, (1996). The Effects of Trust and Interdependence on Relationship Commitment: A Trans-Atlantic Study, International Journal of Research in Marketing, Vol. 13, 4:303-317. Gummerus, J., V. Liljander, M. Pura, A. Van Riel, (2004). Customer Loyalty to Content-Based Web Sites: The Case of an Online Healthcare Service, Journal of Service Marketing, Vol. 18, 3:175-186. Hair, J. F. Jr., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate Data Analysis, (7th ed.), New Jersey. Prentice Hall International, Inc. Heiman, G. W. (1998). Understanding Research Method & Statistic. An Integrated Introduction for Psychology. Houghton Mifflin Company, New York. Huffmire, D. (2001). Improving Customer Satisfaction, Loyalty, and Profit: an intergrated Measurement and Management System. Internet World Stats (2013). Pengguna Internet di Malaysia. http://www.internet worldstats.com. Capaian pada 18 Mei 2013. Kassim, N. M. And S. Ismail (2009). Investigation the Complex Drivers of Loyalty in E-commerce Settings. Measuring Business Excellence, Vol. 13, 1:56-71. Kim, D. J., L. F. Donald, and H. Raghav Rao. (2009). Trust and Satisfaction, Two Stepping Stones for Success E-commerce Relationship: A Longitudinal Exploration. Information System Research, Vol. 20, 2:237-257. Kim, J. and Lee, J. (2002). Critical design factors for successful e-commerce systems. Behaviour and Information Technology, Vol. 21 No. 3, pp. 185-9. Kolsaker, A. and C. Payne, (2002). Engendering trust in E-commerce: a study of Gender-Based Concerns, Marketing Intelligence & Planning, Vol. 20, 4:206-214. Kuenzel, S. and Katsaris, N. (2009). A Critical Analysis of Service Recovery Processes in the Hotel Industry, TMC Academic Journal, 4(1), 14-24. Kuo, Y.F. (2003), “A study on service quality of virtual community web sites”, Total Quality Management, Vol. 14 No. 4, pp. 461-73. Lee, g. and H. Lin, (2005). Customer Perceptions of E-service Quality in Online Shopping, International Journal of Retail and Distribution Management, Vol. 33, 2:161-176. Liu, C. and Arnett, K.P. (2000), “Exploring the factors associated with web site success in the context of electronic commerce”, Information and Management, Vol. 38 No. 1, pp. 23-33. Malaysia Crunch (2013). Malaysia E-commerce Statistic. http://www.malaysia crunch.com/2012/3. Capaian pada 18 Mei 2013. McKnight, D., V. Choudhury, and C. Kacmar, (2002). Developing and Validating Trust Measures for E-commerce: An Integrative Typology, Information Systems Research, Vol. 13, 3:334-359. Mei Cao, Q. Z. (2005). B2C E-commerce web site quality: an empirical examination. Emerald Group Publishing Limited, 645-661. Ministry of Tourism (2008). Malaysia Tourism Key Performance Indicators, 2008. Ministry of Tourism (2009). Malaysia Tourism Key Performance Indicators, 2009. Mustafa I. Eid., (2011). Determinant of E-commerce Customer Satisfaction, Trust, And Loyalty In Saudi Arabia. Journal of Electronic Commerce Research, Vol 12, No 1. Noor Raihan Ab. Hamid, Aw, Y., &RomizaMdAkhirf (2011). Dimensions of E-CRM.An empirical Study on hotel’s web site.Journal of Southeast Asian Research.Vol. 2011. Oliver, R. L. (1997). Satisfaction: A Behavioral Perspective on the Consumer. New York: The McGraw-Hill Companies Inc. Parasuraman, A., Zeithhaml, V. and Berry, L. (1988), “SERVQUAL: a multiple-item scale for measuring consumer perceptions of services quality”, Journal of Retailing, Vol. 64 No. 1, pp. 12-40. Park, C. and Y. Kim, (2003). Identifying Key Factors Affecting Consumer Purchase Behavior in an Online Shopping Context, International Journal of Retail & Distribution Management, Vol. 31, 1:16-29. Reichheld, F. (1995). Renaissance of Marketing. Vol. 2, 4:10-21. Srinivansan, S. S., R. E. Anderson, and K. Pannavolu, (2002). Customer Loyalty in E-commerce: an Exploration of its Antecedents and Consequences, Journal of Retailing, Vol. 78, 1:41-50. Tourism Malaysia (2011). Research Facts & Figure. http;//corporate tourism.gov.my. Capaian pada 27 June 2013. Tourism Malaysia (2013). Research Facts & Figure. http;//corporate tourism.gov.my. Capaian pada 274 June 2013. Warrington, T., N. Abgrab, and H. Caldwell, (2000). Building Trust to Develop Competitive Advantage in E-business Relationships, Competitiveness Review, Vol. 10, 2:160-168. Wolfinbarger, M. and Gilly, M.C. (2002), “COMQ: dimensionalizing, measuring and predicting quality of the e-tailing experience”, MSI working paper series, no. 02-100, Marketing Science Institute, Boston, MA. Zins, A., (2001). Relative Attitudes and Commitment in Customer Loyalty Models: Some Experience in the Commercial Airline Industry, International Journal of Service Industry Management, Vol. 12, 3:269-294. |
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| person | UniSZA Unisza unisza |
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| spelling | 11695 https://intelek.unisza.edu.my/intelek/pages/view.php?ref=11695 https://intelek.unisza.edu.my/intelek/pages/search.php?search=!collection407072 Restricted Document Article Journal UniSZA Unisza unisza image/jpeg inches 96 96 1424 05 05 2015-04-22 12:20:56 738 1424x738 5967-01-FH02-FSSG-15-02857.jpg UniSZA Private Access E-commerce service quality on customer satisfaction, belief and loyalty: A proposal Mediterranean Journal of Social Sciences E-commerce system websites have helped to grow the business into the international field. In the long term in view, it is very important for a business to manage satisfaction, belief, and customer loyalty in the adoption of E-commerce services for business development. In the hotel industry in Malaysia, there is lack of studies on the quality of E-commerce services and has prompted this study to be done. Examine the perception of foreign tourists to the service factors of E-commerce website that influence satisfaction, belief and loyalty are the main objective of this study. Adopting from the previous studies, a conceptual framework of the relationship between E-commerce service quality with satisfaction, belief, and customer loyalty in the hotel industry in Malaysia is established to adapt with this study. The tourism sector is the seventh major provider to the Malaysian economy, with a Gross National Income (GNI) of RM47.2 billion in the year 2013, and is the second leading foreign exchange recipient after manufacture goods. One of the tourism sectors is the hotel industries that have international dimensions and the use of the highest sites. Tourism and hotel industry in particular is a key-driver for economic growth because the industry has proven that it is a catalyst for development. 6 2 Mediterranean Centre of Social and Educational Research Mediterranean Centre of Social and Educational Research 260-266 Anderson, F. And D. Lehmann, (1994). Customer Satisfaction, Market Share, and Profitability: Findings from Sweden, Journal of Marketing, Vol. 58, 3:53-66. Anderson J. C. and S. S. Srinivasan (2000). E-satisfaction and E-loyalty: a Contigency Framework. Psychology & Marketing, Vol. 20, 2:123-138. Chaudhuri, A. & M. Holbrook (2001). The chain of Effects from Brand Trust and Brand Affect to Brand Performane: The Role of Brand Loyalty. Journal of Marketing Vol. 65, 2:81-93. Coulter, K. and R. Coulter, (2002). Determinants of Trust in a Service Provider: The Moderating Role of Length of Relationship, Journal of Services Marketing, Vol. 16, 1:35-50. Cyr, D. (2008). Modeling Website Design Across Cultures: Relationships to Trust, Satisfaction and E-loyalty, Journal of Management Information Systems, Vol. 24, 4:47-72. Devaraj, S., Fan, M. and Kohli, R. (2002), “Antecedents of B2C channel satisfaction and preference: validating e-commerce metrics”, Information Systems Research, Vol. 13 No. 3, pp. 316-33. Dong-Her, S., C. Hsiu-Sen, C. Chun-Yuan, and B. Lin, (2004). Internet Security: Malicious E-mails Detection and Protection, Industrial management & Data Systems, Vol. 104, 7:613-23. Fisher, A., (2001). Winning the Battle for Customers, Journal of Financial Services Marketing, Vol. 6, 2:77-83. Flavia’n, C. dan M. Guinaly’U, (2006). Consumer Trust, Perceived Security and Privacy Policy: Three Basic Elements of Loyalty to a Web site, Industrial Management & Data Systems, Vol. 106, 5:601-620. Goodwin, C., (1991). Privacy: Recognition of a Consumer Right, Journal of Public Policy Marketing, Vol. 10, 1:149-166. Greyskens. i., J. Steenkamp, L. Scheer, and N. Kumar, (1996). The Effects of Trust and Interdependence on Relationship Commitment: A Trans-Atlantic Study, International Journal of Research in Marketing, Vol. 13, 4:303-317. Gummerus, J., V. Liljander, M. Pura, A. Van Riel, (2004). Customer Loyalty to Content-Based Web Sites: The Case of an Online Healthcare Service, Journal of Service Marketing, Vol. 18, 3:175-186. Hair, J. F. Jr., Black, W. C., Babin, B. J., & Anderson, R. E. (2010). Multivariate Data Analysis, (7th ed.), New Jersey. Prentice Hall International, Inc. Heiman, G. W. (1998). Understanding Research Method & Statistic. An Integrated Introduction for Psychology. Houghton Mifflin Company, New York. Huffmire, D. (2001). Improving Customer Satisfaction, Loyalty, and Profit: an intergrated Measurement and Management System. Internet World Stats (2013). Pengguna Internet di Malaysia. http://www.internet worldstats.com. Capaian pada 18 Mei 2013. Kassim, N. M. And S. Ismail (2009). Investigation the Complex Drivers of Loyalty in E-commerce Settings. Measuring Business Excellence, Vol. 13, 1:56-71. Kim, D. J., L. F. Donald, and H. Raghav Rao. (2009). Trust and Satisfaction, Two Stepping Stones for Success E-commerce Relationship: A Longitudinal Exploration. Information System Research, Vol. 20, 2:237-257. Kim, J. and Lee, J. (2002). Critical design factors for successful e-commerce systems. Behaviour and Information Technology, Vol. 21 No. 3, pp. 185-9. Kolsaker, A. and C. Payne, (2002). Engendering trust in E-commerce: a study of Gender-Based Concerns, Marketing Intelligence & Planning, Vol. 20, 4:206-214. Kuenzel, S. and Katsaris, N. (2009). A Critical Analysis of Service Recovery Processes in the Hotel Industry, TMC Academic Journal, 4(1), 14-24. Kuo, Y.F. (2003), “A study on service quality of virtual community web sites”, Total Quality Management, Vol. 14 No. 4, pp. 461-73. Lee, g. and H. Lin, (2005). Customer Perceptions of E-service Quality in Online Shopping, International Journal of Retail and Distribution Management, Vol. 33, 2:161-176. Liu, C. and Arnett, K.P. (2000), “Exploring the factors associated with web site success in the context of electronic commerce”, Information and Management, Vol. 38 No. 1, pp. 23-33. Malaysia Crunch (2013). Malaysia E-commerce Statistic. http://www.malaysia crunch.com/2012/3. Capaian pada 18 Mei 2013. McKnight, D., V. Choudhury, and C. Kacmar, (2002). Developing and Validating Trust Measures for E-commerce: An Integrative Typology, Information Systems Research, Vol. 13, 3:334-359. Mei Cao, Q. Z. (2005). B2C E-commerce web site quality: an empirical examination. Emerald Group Publishing Limited, 645-661. Ministry of Tourism (2008). Malaysia Tourism Key Performance Indicators, 2008. Ministry of Tourism (2009). Malaysia Tourism Key Performance Indicators, 2009. Mustafa I. Eid., (2011). Determinant of E-commerce Customer Satisfaction, Trust, And Loyalty In Saudi Arabia. Journal of Electronic Commerce Research, Vol 12, No 1. Noor Raihan Ab. Hamid, Aw, Y., &RomizaMdAkhirf (2011). Dimensions of E-CRM.An empirical Study on hotel’s web site.Journal of Southeast Asian Research.Vol. 2011. Oliver, R. L. (1997). Satisfaction: A Behavioral Perspective on the Consumer. New York: The McGraw-Hill Companies Inc. Parasuraman, A., Zeithhaml, V. and Berry, L. (1988), “SERVQUAL: a multiple-item scale for measuring consumer perceptions of services quality”, Journal of Retailing, Vol. 64 No. 1, pp. 12-40. Park, C. and Y. Kim, (2003). Identifying Key Factors Affecting Consumer Purchase Behavior in an Online Shopping Context, International Journal of Retail & Distribution Management, Vol. 31, 1:16-29. Reichheld, F. (1995). Renaissance of Marketing. Vol. 2, 4:10-21. Srinivansan, S. S., R. E. Anderson, and K. Pannavolu, (2002). Customer Loyalty in E-commerce: an Exploration of its Antecedents and Consequences, Journal of Retailing, Vol. 78, 1:41-50. Tourism Malaysia (2011). Research Facts & Figure. http;//corporate tourism.gov.my. Capaian pada 27 June 2013. Tourism Malaysia (2013). Research Facts & Figure. http;//corporate tourism.gov.my. Capaian pada 274 June 2013. Warrington, T., N. Abgrab, and H. Caldwell, (2000). Building Trust to Develop Competitive Advantage in E-business Relationships, Competitiveness Review, Vol. 10, 2:160-168. Wolfinbarger, M. and Gilly, M.C. (2002), “COMQ: dimensionalizing, measuring and predicting quality of the e-tailing experience”, MSI working paper series, no. 02-100, Marketing Science Institute, Boston, MA. Zins, A., (2001). Relative Attitudes and Commitment in Customer Loyalty Models: Some Experience in the Commercial Airline Industry, International Journal of Service Industry Management, Vol. 12, 3:269-294. |
| spellingShingle | E-commerce service quality on customer satisfaction, belief and loyalty: A proposal |
| summary | E-commerce system websites have helped to grow the business into the international field. In the long term in view, it is very important for a business to manage satisfaction, belief, and customer loyalty in the adoption of E-commerce services for business development. In the hotel industry in Malaysia, there is lack of studies on the quality of E-commerce services and has prompted this study to be done. Examine the perception of foreign tourists to the service factors of E-commerce website that influence satisfaction, belief and loyalty are the main objective of this study. Adopting from the previous studies, a conceptual framework of the relationship between E-commerce service quality with satisfaction, belief, and customer loyalty in the hotel industry in Malaysia is established to adapt with this study. The tourism sector is the seventh major provider to the Malaysian economy, with a Gross National Income (GNI) of RM47.2 billion in the year 2013, and is the second leading foreign exchange recipient after manufacture goods. One of the tourism sectors is the hotel industries that have international dimensions and the use of the highest sites. Tourism and hotel industry in particular is a key-driver for economic growth because the industry has proven that it is a catalyst for development. |
| title | E-commerce service quality on customer satisfaction, belief and loyalty: A proposal |
| title_full | E-commerce service quality on customer satisfaction, belief and loyalty: A proposal |
| title_fullStr | E-commerce service quality on customer satisfaction, belief and loyalty: A proposal |
| title_full_unstemmed | E-commerce service quality on customer satisfaction, belief and loyalty: A proposal |
| title_short | E-commerce service quality on customer satisfaction, belief and loyalty: A proposal |
| title_sort | e-commerce service quality on customer satisfaction, belief and loyalty: a proposal |