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Service quality of online apparel retailers and its impact on customer satisfaction, customer trust and customer loyalty.

机译：在线服装零售商的服务质量及其对客户满意度，客户信任度和客户忠诚度的影响。

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摘要

The rapid growth of Internet market and customers' increased savviness in using information technology have significantly changed the landscape of retail business. Customers are inclined to accept the changes and keep their eyes on the benefits they can obtain from these creative online service platforms. Apparel product, an important category in offline retailing, has also become a more and more active sector in the online market. There is a need for both practitioners and academics to understand what are the antecedent factors of service quality which consumers perceived and how the perceptions of service quality influences customers' satisfaction, trust, and loyalty.; In order to detect the complicated relationships between the antecedents of service quality, service quality, and consumers' behavioral attitudes and intentions (namely customer satisfaction, trust, and loyalty), this dissertation developed an integrative Quality-Trust-Satisfaction-Loyalty model based on an extensive literature review. An empirical investigation was conducted through a survey using a combined sample of students and consumers who have registered in some retail Web sites. Structural equation modeling techniques were employed to test the model and hypotheses.; Overall, the results supported most of the proposed hypotheses and the model. The development of a reliable and valid instrument for measuring online apparel retail service quality results in a better understanding of some important consumer behavioral concepts, namely customer satisfaction, customer trust, and customer loyalty. The theoretical implication of the research is that online service quality instrument should combine the dimensions (namely usefulness, ease of use/convenience, and enjoyment) from the extended Technology Acceptance Model (TAM) and five dimensions (namely tangibles, assurance, responsiveness, reliability, and empathy) from Service Quality Model (SERVQUAL), and that the components of the service quality instrument in the online apparel retailing setting maybe different from those in other settings and may change over time. In addition, the bridges between the antecedents of service quality, service quality, customer satisfaction, customer trust, and customer loyalty were also mapped out in the integrative model. Some managerial implications were further demonstrated.
机译：互联网市场的快速增长以及客户在使用信息技术方面的越来越熟练，已大大改变了零售业务的格局。客户倾向于接受这些变化，并时刻关注从这些创新的在线服务平台中可以获得的收益。服装产品是线下零售的重要类别，也已成为在线市场上越来越活跃的行业。从业人员和学者都需要了解消费者感知的服务质量的先决因素是什么，以及对服务质量的感知如何影响客户的满意度，信任度和忠诚度。为了检测服务质量，服务质量和消费者的行为态度和意图（即客户满意度，信任度和忠诚度）的先决条件之间的复杂关系，本文建立了基于该模型的质量-信任-满意度-忠诚度集成模型广泛的文献综述。通过调查，使用在某些零售网站上注册的学生和消费者的组合样本进行了实证研究。采用结构方程建模技术来测试模型和假设。总体而言，结果支持了大多数提出的假设和模型。可靠且有效的衡量在线服装零售服务质量的工具的开发，可以使人们更好地理解一些重要的消费者行为概念，即客户满意度，客户信任度和客户忠诚度。该研究的理论意义在于，在线服务质量工具应将扩展的技术接受模型（TAM）的维度（即有用性，易用性/便利性和享受性）与五个维度（即有形，保证，响应性，可靠性）结合起来以及对服务质量模型（SERVQUAL）的理解），并且在线服装零售设置中的服务质量工具的组件可能与其他设置中的组件不同，并且可能会随时间而变化。此外，在集成模型中还绘制了服务质量，服务质量，客户满意度，客户信任度和客户忠诚度的先例之间的桥梁。一些管理意义得到了进一步证明。

著录项

  • 作者

    Hou, Yonghai.;

  • 作者单位

    The University of North Carolina at Greensboro.;

  • 授予单位 The University of North Carolina at Greensboro.;
  • 学科 Business Administration Marketing.; Business Administration Management.; Economics Commerce-Business.
  • 学位 Ph.D.
  • 年度 2005
  • 页码 236 p.
  • 总页数 236
  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类 贸易经济;贸易经济;贸易经济;
  • 关键词

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