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An Empirical Research on the Impact between Service Quality, Customer Satisfaction and Loyalty of E-business

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3 Author(s)
Zhang Jiepei ; Sch. of Econ. & Manage., Beijing Jiaotong Univ., Beijing, China ; Bian Wenliang ; Xu Jie

In this paper we provide a model based on current theories about the interplay between E-business customers' satisfaction and loyalty. In turn, we choose an approach of methodologies, structure equation model, (SEM), which has been widely used in the management science research, to prove our model. With some first-hand information through a questionnaire survey about one existing E-business enterprise we verify and adjust the model. Finally, some recommendations on the management for E-business retailer have been proposed.

Published in:

E-Business and E-Government (ICEE), 2010 International Conference on

Date of Conference:

7-9 May 2010