DOIONLINE 
DOIONLINE Publish In |
International Journal of Management and Applied Science (IJMAS)-IJMAS |
 Journal Home Volume Issue |
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Issue |
Volume-2,Issue-1 ( Jan, 2016 ) | |||||||||
Paper Title |
The Effect Of E-Service Quality On Customer Perception | |||||||||
Author Name |
Bilge Baykal | |||||||||
Affilition |
Management Department, Bogazici University, Turkey | |||||||||
Pages |
141-146 | |||||||||
Abstract |
E-service quality is increasingly recognized as a key determinant for successful electronic commerce as an antecedent of satisfaction with services. In the e-shopping environment context, some recent research has supported the impact of e-service quality on customer satisfaction, trust and loyalty. However, there is no compherensive study to capture the perceptions of online customers in relation to antecedents and consequences of e-service quality attributes. The purpose of this paper is to explore the roles of e-service quality dimensions on attitudes and feelings of customers and to develop a conceptual framework to identify the antecedents and consequences of E-SQ based on grounded theory analysis of literature. Keywords- E-Service Quality, Customer Satisfaction, Trust, Loyalty. | |||||||||
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