نوع مقاله : مروری
نویسندگان
دانشگاه اصفهان
چکیده
کلیدواژهها
عنوان مقاله [English]
10.Carlson, J., & OCass, A. (2010). Exploring the Relationships Between E[1]Service Quality, Satisfaction, Attitudes and Behaviours in Content-Driven E[1]Service Web Sites. Journal of Services Marketing, 24(2), 112 – 127.
11.Cronin, J.J., & Taylor, S.A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(7), 55-68.
12.Cortinas, M., Elorz, M., & Villanueva, M.L. (2004). Retail Store Loyalty Management Via an Analysis of Heterogeneity of the Service Elements, International Review of Retail, Detail, Distribution, and consumer Research, 14(4), 407-436.
13.Devaraj, S., Fan, M., & Kohli, R. (2002). Antecedents of B2C Channel Satisfaction and Preference: Validating E-Commerce Metrics. Information Systems Research, 13(3), 316–333.
14.Finn, A. (2010). Investigating the Non Linear Effects E-Service Quality on Customer Satisfaction. Journal of Retailing and Consumer Services, 18(1), 27- 37.
15.Francis, J.E., & White, L. (2002).What internet shoppers expect, beyond the website. The University of Sydney, Australia
16.Ho, C.I., & Lee, Y. L. (2007). The Development of an E-Travel Service Quality Scale. Tourism Management, 26(3), 1434–1449.
17.Howard, M., & Worboys, C. (2003). Self-service-A Contradiction in Terms or Customer Led Choice. Journal of Customer Behavior, 2(4), 382-392.
18.Janda, S., Trocchia, P.J., & Gwinner, K.P (2002).Consumer Perceptions of Internet Retail Service Quality. International Journal of Service Industry Management, 13(5), 412-431.
19.Ladhari, R. (2008). Alternative Measures of Service Quality: A Review. Managing Service Quality, 18(1), 65–86.
20.Li, Y.N., Tan, K.C., & Xie, M. (2002). Measuring Web-Based Service Quality.Total Quality Management, 13(5), 685-700.
21.Long, M. and McMellon, C., (2004).Exploring the determinants of retail service quality on the internet. Journal of Services Marketing, 18 (1), 78–90.
22.Mostaghel, R., (2006). Customer satisfaction: service Quality in online purchasing in Iran. Master thesis. Lulea University of Technology.
23.Noel, Y.M., Siu, J., & Cheung, T.H. (2001). A Measure of Retail Service Quality. Marketing Intelligence & Planning, 19(2), 88 – 96.
24.Nunnally, J. C., & Bernstein, I.H. (1994). Psychometric theory (3rd ed). New York: McGraw-Hill.
25.Oliver, R. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4), 460–469
26.Oliver, R.L., & Desarbo, W.S. (1988). Response Determanants in Satisfaction Judgmants. Journal of Consumer Research, 14(4), 495-507.
27.Parasuraman, A., Zeithaml, V.A., & Berry, L.L. (1988). SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality. Journal of Retailing, 64(8), 12–40.
28.Parasuraman, A., Zeithaml, V.A., & Malhotra, A. (2005). E-S-Qual: A Multiple Item Scale for Measuring Electronic Service Quality. Journal of Service Research, 7(3), 213–233.
29.Ruyter, K.D., Bloemer, J. & Peeters, P. (1997). Merging Service Quality and Service Satisfaction: An Empirical Test of an Integrative Model. Journal of Economic Psycology, 18(4), 387-406.
30.Santos, J. (2003). E-service Quality: A Model of Virtual Service Quality Dimensions. Managing Service Quality, 13(3), 233-246.
31.Smith, A.K., & Bolton, R.N. (2002). The Effect of Customers' Emotional Response to Service Failure on Their Recovery Effort Evaluations and Satisfaction Iudgments. Journal of the Academy of Marketing Science, 30(1), 5-23.
32.Sohn, C., & Tadisina, S.K. (2008). Development of E-Service Quality Measure for the Internet-Based Financial Institutions. Total Quality Management & Business Excellence, 19 (9), 903-918.
33.Wen, W.K. (2006). Service quality, customer satisfaction and customer loyalty In consumer Electronics E-tailers: a structural equation modeling approach. Doctoral dissertation, Lynn University.
34.Yang, Z., & Jun, M. (2002). Consumer Perception of E-Service Quality: Form Purchaser and Non Purchaser Perspectives. Journal of Business Strategies, 19(1), 19–41.
35.Yang, Z., Peterson, R.T., & Cai, S. (2003). Service Quality Dimensions of Internet Retailing: An Exploratory Analysis. Journal of Service Marketing, 17(7), 685-700
36.Yang, Z., & Peterson, R.T. (2004). Customer Perceived Value, Satisfaction, and Loyalty: The Role of Switching Costs. Psychology & Marketing, 21(10), 799–822.
37.Yomnak, T. (2005). Perceptions of Service Quality and Customer Satisfaction of Thai Online Shopping Services. Unpublished Doctoral Dissertation, Novasouthastrern University.
38.Yoo, B., & Donthu, N. (2001). Developing a Scale to Measure the Perceived Quality of Internet Shopping Sites (SITEQUAL). Quarterly Journal of Electronic Commerce, 2(1), 31–47.
39.Zeithaml, V.A., Parasuraman, A., & Malhotra, A. (2002). Service Quality Delivery through Web Sites: A Critical Review of Extant Knowledge. Journal of the Academy of Marketing Science, 30(4), 362–375.
40.Zaidi, B.A., Beheshti, Z.F., Jusoha, A., & Norhayati, Z. (2012). E-Service Quality Dimensions and Their Effects on E-Customer Satisfaction in Internet Banking Services. Procedia-Social and Behavioral Sciences, 40(11), 441– 445.