Exploring the effect of E-Service quality on WOM (Case Study: Internet service provider firms)
Publish Year: 1392
نوع سند: مقاله کنفرانسی
زبان: English
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شناسه ملی سند علمی:
ICPEEE01_2062
تاریخ نمایه سازی: 16 شهریور 1395
Abstract:
Although, E-service quality provided by active firms in e-commerce field is so important, its importance is twice for internet service providers; Because in addition to be active in e-commerce themselves, give services to other firms active in this field and even to other users. Recent research using the past researches presented the new model to evaluate E-services quality impacts on, and gathered data using judicative method from 371 users, and tested the model by SME method .Results showed that E-service quality of internet service provider firms has positive and meaningful impact on E-trust and customer satisfaction. Moreover, E-trust and customer satisfaction impacts that both are assumed mediate variables are positive and meaningful on, and this gives meaning of indirect impacts of E-service quality of internet service provider firms on users of these firms.
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Authors
Seyed mojtaba Mahmoudzadeh
Assistant Professor in Department of Management, Allameh Tabataba'i University
Ghasem Bakhshandeh
Master Student in Business Administration (Marketing), Allameh Tabataba'i University
Masoud Gohari kahoo
Master Student in Economic (e-commerce), Allameh Tabataba'i University
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