The DOI matches its Crossref record; 5 of the 5 references it cites were found in a registry or an index.
Exploring consumer evaluations of e‐services: a portal site
Abstract
The commercial importance of e‐services, accessed via Internet or mobile phone, grows steadily. There is a clear need to develop a better understanding of how consumers evaluate these services and develop e‐loyalty. An empirical study of an Internet portal was tied in with extant theories about service quality, customer satisfaction and loyalty. Data were collected by means of an on‐line survey. The effect of customer satisfaction with three service components on value perception and overall satisfaction was measured. Customers’ overall satisfaction was influenced by their satisfaction with the core service, supplementary services and the user interface. A strong positive effect of overall satisfaction on the intention to continue using the portal was found. Noteworthy was the predominant effect of satisfaction with supplementary services on value perception. No significant direct effects were found of satisfaction with the user interface on value perception. Some implications as well as future research directions are provided.
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Cites
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Rust, R. T., & Oliver, R. L. (2000) · Journal of the Academy of Marketing Science · doi:10.1177/0092070300281008 · Cited by 712
Cited by
E‐service quality: a model of virtual service quality dimensions
Santos, J. (2003) · Managing Service Quality: An International Journal · doi:10.1108/09604520310476490 · Cited by 1,542
The Role of Live Streaming in Building Consumer Trust and Engagement with Social Commerce Sellers
Wongkitrungrueng, A., & Assarut, N. (2020) · Journal of Business Research · doi:10.1016/j.jbusres.2018.08.032 · Cited by 1,477
The four levels of loyalty and the pivotal role of trust: a study of online service dynamics
Harris, L. C., & Goode, M. M. H. (2004) · Journal of Retailing · doi:10.1016/j.jretai.2004.04.002 · Cited by 1,425
Comfort Your Online Customer: Quality, Trust and Loyalty on the Internet
Ribbink, D., van Riel, A. C. R., Liljander, V., & Streukens, S. (2004) · Managing Service Quality: An International Journal · doi:10.1108/09604520410569784 · Cited by 872
Self-citationCristobal, E., Flavián, C., & Guinalíu, M. (2007) · Managing Service Quality: An International Journal · doi:10.1108/09604520710744326 · Cited by 788
Metadata
- Authors
- van Riel, A. C. R., Liljander, V., & Jurriëns, P.
- Venue
- International Journal of Service Industry Management
- Publisher
- Emerald
- Published
- 2001-10-01
- Volume
- 12
- Issue
- 4
- Pages
- 359-377
- ISSN
- 0956-4233 (ISSN-L)
- OpenAlex
- W1994742470
- Cited by
- 540
- References
- 5
- FWCI
- 29.12
- Type
- journal article
- Language
- en
- Open access
- closed
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Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
