The impact of Web quality and playfulness on user acceptance of online retailing
Information and Management
An examination of the determinants of customer loyalty in mobile commerce contexts
Information and Management
ACACOS'10 Proceedings of the 9th WSEAS international conference on Applied computer and applied computational science
Not just information: Who searches for what on the search engine Google?
Journal of the American Society for Information Science and Technology
User acceptance of hedonic information systems
MIS Quarterly
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We attempted to clarify the dimensions of e-service quality and their role in producing perceived value and loyalty among customers of e-commerce websites. We particularly examined whether e-quality consisted of two groups of dimensions: (i) functional; or (ii) hedonic quality. Based on a survey of 1201 online customers of Spanish travel agencies, we used structural equation modelling to show that both types of quality are distinct dimensions of e-quality and that both have positive and significant influence on perceived value. In addition, perceived value was shown to have a significant impact on loyalty, thus validating the chain from service quality-to-perceived value-to-loyalty in the context of e-commerce. The implication for e-service managers is that they must be aware of the importance of hedonic quality in seeking to attract and retain customers.