Electronic service quality (ESQ) and customer orientation (CO) have become key tools to succeed in the competitive marketplace. Thus, the purpose of this research was to study how CO as perceived by the customers impacts their perception about the firm’s ESQ and to study the impact of this perceived ESQ on the outcomes at the customer level. There has been minimal research conducted on the components of ESQ in the fitness industry. Therefore, this research was focused on fitness firms wherein the participants for this study were the everyday gym goers. A quantitative survey was conducted in order to collect the data, and regression analysis was used to test the validity of the proposed model. The findings showed that there is a positive relationship between perceived CO and perceived ESQ, and a positive relationship between perceived ESQ and customer level outcomes such as customer satisfaction, customer trust and word-of-mouth.

Apesar de a qualidade ser considerada um dos principais determinantes da sobrevivência e prosperidade de prestadores de serviços via internet (eg, ZEITHAML; PARASURAMAM; MALHOTRA, 2000, 2002), existem muitas divergênciasna literatura a respeito da conceptualização, composição e consequências desse construto. A fim de ajudar no preenchimento dessa lacuna, este trabalho integrou os resultados quantitativos de 87 amostras independentes, reportados em 74 estudos (=35935), em um modelo metanalítico dos fatores da qualidade dos serviços prestados via internet (QSEI). Utilizando Rust e Oliver (1994) como referência teórica, os 10 fatores encontrados na literatura com frequência suficiente para análise (≥4) foram agrupados em 3 dimensões (qualidade do ambiente, do processo e do resultado) e associados à qualidade geral percebida, satisfação do cliente e intenção comportamental.Das 30 relações propostas, 25 alcançaram o ponto de corte estipulado (≥4) e puderam ser analisadas por meio da metanálise, quando se constatou que as relações eram significantes ao nível de 5%, bem como eram robustas no que diz respeito ao fail safe N. Com relação à magnitude dos efeitos observados, encontrou-se que o benefício funcional possui o maior efeito sobre a satisfação do cliente e a intenção comportamental, enquanto que a qualidade da informação possui o maior efeito sobre a qualidade geral percebida. O efeito do benefício funcional é maior do que o do benefício emocional tanto na satisfação do cliente quanto na intenção comportamental, sugerindo que as avaliações do cliente são mais cognitivas do que emocionais em contextos eletrônicos. O efeito do benefício funcional é maior do que o do benefício emocional tanto na satisfação do cliente quanto na intenção comportamental, sugerindo que as avaliações do cliente são mais cognitivas do que emocionais em contextos eletrônicos. Além disso, o benefício emocional, o benefício funcional e a confiabilidade estão entre os quatro fatores com maior efeito sobre a intenção comportamental, sugerindo que as intenções de comportamento do consumidor online são mais influenciadas pelos fatores associados ao final da experiência (dimensão qualidade do resultado). / Although quality has been recognizedas a major determinant of long-term performance and success for service providers on the internet (eg, ZEITHAML; PARASURAMAM; MALHOTRA, 2000, 2002), there are many divergences in the literature regarding the conceptualization, dimensionality and consequences of this construct. In order to help to fill this gap, it was integrated the quantitative results of 87 independent samples reported in 74 studies (N = 35935) in a meta-analytic model of service quality delivered through the Internet. Using Rust and Oliver (1994) as theoretical framework, the 10 factors found in the literature were grouped into 3 dimensions (environmental, process, and outcome quality) and associated to perceived quality, customer satisfaction, and behavioral intention. Thirty relationships were proposed, but only 25 of them reached the cutoff point (≥4)and were analyzed through the meta-analysis. These 25 relationships are significant at the 5% level and robust with regard to the fail safe N.The results indicate that the information quality is the most influential factor on the overall perceived quality, while the functional benefit is the most influential factor both on the customer satisfaction and behavioral intention. The functional benefit effect both on the customer satisfaction and behavioral intention is greater than that of emotional benefit, suggesting that the customer ratings are more cognitive than emotional in electronic contexts. Furthermore, the behavioral intention is most influenced by the outcome dimension factors (emotional benefit, functional benefit, and the reliability), demonstrating that the end of experience is very important for consumers at the internet.

Apesar de a qualidade ser considerada um dos principais determinantes da sobrevivência e prosperidade de prestadores de serviços via internet (eg, ZEITHAML; PARASURAMAM; MALHOTRA, 2000, 2002), existem muitas divergênciasna literatura a respeito da conceptualização, composição e consequências desse construto. A fim de ajudar no preenchimento dessa lacuna, este trabalho integrou os resultados quantitativos de 87 amostras independentes, reportados em 74 estudos (=35935), em um modelo metanalítico dos fatores da qualidade dos serviços prestados via internet (QSEI). Utilizando Rust e Oliver (1994) como referência teórica, os 10 fatores encontrados na literatura com frequência suficiente para análise (≥4) foram agrupados em 3 dimensões (qualidade do ambiente, do processo e do resultado) e associados à qualidade geral percebida, satisfação do cliente e intenção comportamental.Das 30 relações propostas, 25 alcançaram o ponto de corte estipulado (≥4) e puderam ser analisadas por meio da metanálise, quando se constatou que as relações eram significantes ao nível de 5%, bem como eram robustas no que diz respeito ao fail safe N. Com relação à magnitude dos efeitos observados, encontrou-se que o benefício funcional possui o maior efeito sobre a satisfação do cliente e a intenção comportamental, enquanto que a qualidade da informação possui o maior efeito sobre a qualidade geral percebida. O efeito do benefício funcional é maior do que o do benefício emocional tanto na satisfação do cliente quanto na intenção comportamental, sugerindo que as avaliações do cliente são mais cognitivas do que emocionais em contextos eletrônicos. O efeito do benefício funcional é maior do que o do benefício emocional tanto na satisfação do cliente quanto na intenção comportamental, sugerindo que as avaliações do cliente são mais cognitivas do que emocionais em contextos eletrônicos. Além disso, o benefício emocional, o benefício funcional e a confiabilidade estão entre os quatro fatores com maior efeito sobre a intenção comportamental, sugerindo que as intenções de comportamento do consumidor online são mais influenciadas pelos fatores associados ao final da experiência (dimensão qualidade do resultado). / Although quality has been recognizedas a major determinant of long-term performance and success for service providers on the internet (eg, ZEITHAML; PARASURAMAM; MALHOTRA, 2000, 2002), there are many divergences in the literature regarding the conceptualization, dimensionality and consequences of this construct. In order to help to fill this gap, it was integrated the quantitative results of 87 independent samples reported in 74 studies (N = 35935) in a meta-analytic model of service quality delivered through the Internet. Using Rust and Oliver (1994) as theoretical framework, the 10 factors found in the literature were grouped into 3 dimensions (environmental, process, and outcome quality) and associated to perceived quality, customer satisfaction, and behavioral intention. Thirty relationships were proposed, but only 25 of them reached the cutoff point (≥4)and were analyzed through the meta-analysis. These 25 relationships are significant at the 5% level and robust with regard to the fail safe N.The results indicate that the information quality is the most influential factor on the overall perceived quality, while the functional benefit is the most influential factor both on the customer satisfaction and behavioral intention. The functional benefit effect both on the customer satisfaction and behavioral intention is greater than that of emotional benefit, suggesting that the customer ratings are more cognitive than emotional in electronic contexts. Furthermore, the behavioral intention is most influenced by the outcome dimension factors (emotional benefit, functional benefit, and the reliability), demonstrating that the end of experience is very important for consumers at the internet.

Apesar de a qualidade ser considerada um dos principais determinantes da sobrevivência e prosperidade de prestadores de serviços via internet (eg, ZEITHAML; PARASURAMAM; MALHOTRA, 2000, 2002), existem muitas divergênciasna literatura a respeito da conceptualização, composição e consequências desse construto. A fim de ajudar no preenchimento dessa lacuna, este trabalho integrou os resultados quantitativos de 87 amostras independentes, reportados em 74 estudos (=35935), em um modelo metanalítico dos fatores da qualidade dos serviços prestados via internet (QSEI). Utilizando Rust e Oliver (1994) como referência teórica, os 10 fatores encontrados na literatura com frequência suficiente para análise (≥4) foram agrupados em 3 dimensões (qualidade do ambiente, do processo e do resultado) e associados à qualidade geral percebida, satisfação do cliente e intenção comportamental.Das 30 relações propostas, 25 alcançaram o ponto de corte estipulado (≥4) e puderam ser analisadas por meio da metanálise, quando se constatou que as relações eram significantes ao nível de 5%, bem como eram robustas no que diz respeito ao fail safe N. Com relação à magnitude dos efeitos observados, encontrou-se que o benefício funcional possui o maior efeito sobre a satisfação do cliente e a intenção comportamental, enquanto que a qualidade da informação possui o maior efeito sobre a qualidade geral percebida. O efeito do benefício funcional é maior do que o do benefício emocional tanto na satisfação do cliente quanto na intenção comportamental, sugerindo que as avaliações do cliente são mais cognitivas do que emocionais em contextos eletrônicos. O efeito do benefício funcional é maior do que o do benefício emocional tanto na satisfação do cliente quanto na intenção comportamental, sugerindo que as avaliações do cliente são mais cognitivas do que emocionais em contextos eletrônicos. Além disso, o benefício emocional, o benefício funcional e a confiabilidade estão entre os quatro fatores com maior efeito sobre a intenção comportamental, sugerindo que as intenções de comportamento do consumidor online são mais influenciadas pelos fatores associados ao final da experiência (dimensão qualidade do resultado). / Although quality has been recognizedas a major determinant of long-term performance and success for service providers on the internet (eg, ZEITHAML; PARASURAMAM; MALHOTRA, 2000, 2002), there are many divergences in the literature regarding the conceptualization, dimensionality and consequences of this construct. In order to help to fill this gap, it was integrated the quantitative results of 87 independent samples reported in 74 studies (N = 35935) in a meta-analytic model of service quality delivered through the Internet. Using Rust and Oliver (1994) as theoretical framework, the 10 factors found in the literature were grouped into 3 dimensions (environmental, process, and outcome quality) and associated to perceived quality, customer satisfaction, and behavioral intention. Thirty relationships were proposed, but only 25 of them reached the cutoff point (≥4)and were analyzed through the meta-analysis. These 25 relationships are significant at the 5% level and robust with regard to the fail safe N.The results indicate that the information quality is the most influential factor on the overall perceived quality, while the functional benefit is the most influential factor both on the customer satisfaction and behavioral intention. The functional benefit effect both on the customer satisfaction and behavioral intention is greater than that of emotional benefit, suggesting that the customer ratings are more cognitive than emotional in electronic contexts. Furthermore, the behavioral intention is most influenced by the outcome dimension factors (emotional benefit, functional benefit, and the reliability), demonstrating that the end of experience is very important for consumers at the internet.

Philosophiae Doctor - PhD / In recent years, the South African online shopping industry has experienced remarkable growth which has attracted multi-national online stores to operate in the South African market thus creating competitive pressure for domestic online stores. Consequently, this presence of competition from well-resourced and recognisable online store brands it is critical that domestic online stores adopt measures to protect their competitive positions and to pursue competitive advantage. An adoption of a customer-centred approach focused on increasing customer satisfaction is one strategy for online stores to consider. This study had as its primary objective to develop a theoretical model of psychographic influences on customer satisfaction with electronic service quality. The associated objectives were to develop a theoretical model to (i) assess online shopping customers’ perceptions of electronic service quality, (ii) illustrate the effect of electronic service quality on customer satisfaction, (iii) measure the effect of customer satisfaction on customer behavioural intentions, and (iv) determine how customers’ perceptions of electronic service quality differ across different customer psychographic profiles. A quantitative descriptive cross sectional study was conducted to address the research objectives. Data was collected through a questionnaire from a sample of 344 South African online store customers. Statistical descriptive and inferential analyses were performed including mean values, structural equation modelling and analysis of variance. The findings included that, i) customers have negative perceptions of electronic service quality in South African online stores, ii) the constructs of electronic service quality, efficiency and contact, have a significant positive effect on customer satisfaction, iii) customer satisfaction has a significant positive effect on customer behavioural intentions, and iv) a significant difference in the perceptions of electronic service quality was found to exist among customers with different psychological profiles. Based on the study findings it is recommended that South African online stores should improve electronic service quality and apply market segmentation on the basis of customer psychological profiles in order to gain competitive advantage.

In recent years, the internet shopping development is quite developed, what every shopping website developed is quite ripe too, and 3C products occupy sizable rates in the internet shopping. So I want to study that 3C shopping website influences factor that influencing consumers¡¦ will to use the internet shopping. This research base on demography and knowledge about 3C products to create the cause-effect model of electronic service convenient, electronic service quality, customer satisfaction, and purchase intention. Through statistics software, probe into the relationship, electronic service convenient, electronic service quality, customer satisfaction, and purchase intention in the internet. In order to have close look to on customer needs is essential. Overall, the entire model fit is acceptable. It is pointed that the whole theory model of this study completes the standard of the fit test. To sum up, the results shows the indeed influential relationship among the four concepts.The customer satisfaction is the most important factor that negative effect purchase intention in the entire model. The second factor is electronic service quality. And electronic service convenient only leads a positive effect on purchase intention via electronic service quality and customer satisfaction. However, the effect is very small.