The impact of customer interface quality, satisfaction and switching costs on e-loyalty: Internet experience as a moderator.
Hsin Hsin ChangSu Wen ChenPublished in: Comput. Hum. Behav. (2008)
Keyphrases
- customer satisfaction
- switching costs
- user satisfaction
- service quality
- individual level
- software vendors
- online services
- potential customers
- network effects
- electronic commerce
- customer loyalty
- call center
- service providers
- prior studies
- online shopping
- information quality
- information systems
- customer service
- customer relationship management
- marketing strategies
- internet access
- factors influencing
- demographic characteristics
- social networks