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The impact of electronic service quality dimension on customer satisfaction

Online purchasing is becoming increasingly common as a purchasing mode. At the onset of e-commerce it was thought that success was guaranteed merely by being present on the internet and offering low prices. Currently customer service has proved itself to be a key element for achieving good results in a website (Zeithaml, Parasuraman & Malhotra, 2002b). In this context, the study of commercial website quality has emerged as an area of strategic importance. As in traditional stores, service quality and customer satisfaction seem to play vital roles in the success and survival of Internet sites.
Date January 2010
CreatorsVan der Merwe, Samatha Michelle
PublisherNelson Mandela Metropolitan University, Faculty of Business and Economic Sciences
Source SetsSouth African National ETD Portal
Detected LanguageEnglish
TypeThesis, Masters, MBA
Formatvi, 163 pages, pdf
RightsNelson Mandela Metropolitan University

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