Measuring e-service quality and its importance to customer satisfaction and loyalty: an empirical study in a telecom setting.
Ronggang ZhouXiaorui WangYuhan ShiRenqian ZhangLeyuan ZhangHaiyan GuoPublished in: Electron. Commer. Res. (2019)
Keyphrases
- customer satisfaction
- service quality
- marketing strategies
- online shopping
- electronic commerce
- service providers
- user satisfaction
- competitive advantage
- information systems
- product design
- quality of service
- information quality
- customer retention
- customer service
- competitive environment
- customer loyalty
- customer relationship management
- job satisfaction
- real time
- incident management
- social network analysis
- knowledge management