TITLE

The Effect of Internet Service Quality on Internet Store Loyalty: Mediating Role of Internet Store Satisfaction and Internet Store Image

AUTHOR(S)
Euehun Lee; Dong-Il Lee
PUB. DATE
January 2005
SOURCE
Advances in Consumer Research - Asia-Pacific Conference Proceedi;2005, Vol. 6, p386
SOURCE TYPE
Conference Proceeding
DOC. TYPE
Proceeding
ABSTRACT
The advent and continuous increases of online shopping and the unprecedented rate of growth in the number of Internet shops in Korea have created an extremely competitive marketplace. In the beginning many executives of e-retailing have believed that low price and attracting new customers rather than retaining customers are keys to success. They often neglect customer satisfaction and customer loyalty. Unfortunately thousands of members they have recruited have not been converted into a profit. Many e-business managers try to find the solutions by improving the service quality performance. This study explores the relationship between service quality and Internet store loyalty. Empirical study of a sample of 380 Internet store consumers shows that the effect of service quality on Internet store loyalty is fully mediated by factors such as Internet store image and Internet store satisfaction. So the managers should not only try to improve service quality performance but also carefully monitor the store image and the store satisfaction level.
ACCESSION #
26767723

 

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