International Business Management

Year: 2011
Volume: 5
Issue: 4
Page No. 200 - 208

Airline e-Ticketing Service: How e-Service Quality and Customer Satisfaction Impacted Purchase Intention

Authors : Teck-Chai Lau, Choon-Ling Kwek and Hoi-Piew Tan

References

Brady, M.K. and J.J. Cronin Jr., 2001. Some new thoughts on conceptualizing perceived service quality: A hierarchical approach. J. Market., 65: 34-49.
CrossRef  |  

Cronin, Jr. J.J. and S.A. Taylor, 1992. Measuring service quality: A reexamination and extension. J. Market., 56: 55-68.
CrossRef  |  Direct Link  |  

Dabholkar, P.A., 1996. Consumer evaluations of new technology-based self-service options: An investigation of alternative models of service quality. Int. J. Res. Market., 13: 29-51.
CrossRef  |  Direct Link  |  

Dabholkar, P.A., D.I. Thorpe and J.O. Rentz, 1996. A measure of service quality for stores. J. Acad. Market. Sci., 24: 3-16.

Devaraj, S., M. Fan and R. Kohli, 2002. E: Validating E-commerce metrics. Inform. Syst. Res., 13: 316-333.

Ferber, R., 1977. Research by convenience. J. Consumer Res., 1: 57-58.

Gefen, D. and D.W. Straub, 2000. The relative importance of perceived ease of use in IS adoption: A study of E-commerce adoption. J. Assoc. Inform. Syst., 1: 1-28.

Gronroos, C., F. Heinonen, K. Isoniemi and M. Lindholm, 2000. The NetOffer model: A case example from the virtual marketspace. Manage. Decision, 38: 243-352.
CrossRef  |  

Hair, Jr. J.F., A.H. Money, P. Samouel and M. Page, 2006. Research Methods for Business. John Wiley and Sons, Hoboken, New Jersey.

Hair, Jr. J.F., R.L. Tatham, R.E. Anderson and W.C. Black, 1998. Multivariate Data Analysis. 5th Edn., Prentice Hall International, Englewood Cliffs, NJ., USA., ISBN-13: 978-0138948580, pp: 169-215.

Hoffman, D.L. and T.P. Novak, 1996. Marketing in hypermedia computer mediated environments: Conceptual foundations. J. Market., 60: 50-68.
Direct Link  |  

Janda, S., P.J. Trocchia and K.P. Gwinner, 2002. Customer perceptions on internet retail service quality. Int. J. Service Ind. Manage., 13: 412-431.

Kim, J. and J. Lee, 2002. Critical design factors for successful e-commerce systems. Behav. Inform. Technol., 21: 185-189.
CrossRef  |  

Kuo, Y.F., 2003. A study on service quality of virtual community websites. Total Qual. Manage., 14: 461-473.
CrossRef  |  

Labarbera, P.A. and D. Mazursky, 1983. A longitudinal assessment of consumer satisfaction/dissatisfaction: The dynamic aspect of the cognitive process. J. Market. Res., 20: 393-404.
Direct Link  |  

Lee, G.G. and H.F. Lin, 2005. Customer perceptions of e-service quality in online shopping. Int. J. Retail Distrib. Manage., 33: 161-176.
CrossRef  |  

Lee, P.M., 2002. Behavioral model of online purchasers in E-commerce environment. Electr. Commerce Res., 2: 75-85.
CrossRef  |  

Li, Y.N., K.C. Tan and M. Xie, 2002. Measuring web-based service quality. Total Qual. Manage. Bus. Excellence, 13: 685-700.
CrossRef  |  

Liu, C. and K.P. Arnett, 2000. Exploring the factors associated with Web site success in the context of electronic commerce. Inform. Manage., 38: 23-33.
CrossRef  |  Direct Link  |  

Lociacono, E., R.T. Watson and D. Goodhue, 2000. WebQual: A website quality instrument. Working Paper, Worchester Polytechnic Institute.

Madu, C.N. and A.A. Madu, 2002. Dimensions of e-quality. Int. J. Qual. Reliab. Manage., 19: 246-258.
CrossRef  |  

Mersha, T. and V. Adlakha, 1992. Attributes of service quality: The consumers' perspective. Int. J. Service Ind. Manage., 3: 34-45.
CrossRef  |  

Negash, S., T. Ryan and M. Igbaria, 2003. Quality and effectiveness in Webbased customer support systems. Inform. Manage., 40: 757-768.
CrossRef  |  

Nielsen, 2008. Trends in online shopping. A Global Nielsen Consumer Report, http://id.nielsen.com/news/documents/GlobalOnlineShoppingReportFeb08.pdf.

Oliver, R.L., 1980. A cognitive model of the antecedents and consequences of satisfaction decisions. J. Market. Res., 17: 460-469.
Direct Link  |  

Parasuraman, A. and D. Grewal, 2000. The impact of technology on the quality-value-loyalty chain: A research agenda. J. Acad. Market. Sci., 28: 168-174.
CrossRef  |  Direct Link  |  

Parasuraman, A., V.A. Zeithaml and A. Malhotra, 2005. E-S-Qual: A multiple-item scale for assessing electronic service quality. J. Serv. Res., 7: 213-233.
CrossRef  |  Direct Link  |  

Parasuraman, A., V.A. Zeithaml and L.L. Berry, 1988. SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. J. Retail., 64: 12-40.
Direct Link  |  

Peppers, D. and R. Martha, 1993. The One to One Future: Building Relationships One Customer at a Time. 1st Edn., Doubleday Business, New York, ISBN-13: 978-0385425285, pp: 443.

Ranganathan, C. and S. Ganapathy, 2002. Key dimensions of business-to-consumer Web sites. Inform. Manage., 39: 457-465.
CrossRef  |  

Ribbink, D., A.C.R. van Riel, V. Liljander and S. Streukens, 2004. Comfort your online customer: Quality, trust and loyalty on the internet. Managing Serv. Qual., 14: 446-456.
CrossRef  |  

Roscoe, J.T., 1975. Fundamental Research Statistics for the Behavioural Sciences. 2nd Edn., Holt, Rinehart and Winston, New York, ISBN-13: 9780030919343, pp: 483.

Rust, R.T. and A.J. Zahorik, 1993. Customer satisfaction, customer retention and market share. J. Retail., 69: 193-215.
CrossRef  |  

Santos, J., 2003. E-service quality: A model of virtual service quality dimensions. Manage. Service Qual., 13: 233-246.
CrossRef  |  

Semeijn, J., A.C. van Riel, M.J. van Birgelen and S. Streukens, 2005. E-services and offline fulfilment: How e-loyalty is created. Managing Serv. Qual.: Int. J., 15: 182-194.
CrossRef  |  Direct Link  |  

Swaid, S.I. and R.T. Wigand, 2007. Key dimensions of E-commerce service quality and its relationships to satisfaction and loyalty. Proceedings of the 20th Bled e-Conference e-Mergence: Merging and Emerging Technologies, Processes and Institutions, June 4-6, 2007, Bled, Slovenia, pp: 414-423.

Than, C.R. and E. Grandon, 2002. An exploratory examination of factors affecting online sales. J. Comput. Inform. Syst., 42: 87-93.

Van Riel, A.C.R., V. Liljander and P. Jurriens, 2001. Exploring consumer evaluations of e-services: A portal site. Int. J. Service Ind. Manage., 12: 359-377.
CrossRef  |  

Wolfinbarger, M. and M.C. Gilly, 2000. A comparison of consumer experiences with online and offline shopping. Consumption Markets Culture, 4: 187-205.

Wolfinbarger, M. and M.C. Gilly, 2002. COMQ: Dimensionalizing, measuring and predicting quality of the e-tailing experience. MSI Working Paper Series, Marketing Science Institute, Boston, MA., USA.

Wolfinbarger, M. and M.C. Gilly, 2003. ETailQ: Dimensionalizing, measuring and predicting etail quality. J. Retailing, 79: 183-198.
CrossRef  |  

Xue, M. and P.T. Harker, 2002. Customer efficiency: Concept and its impact on e-business management. J. Service Res., 4: 253-267.

Yang, Z. and M. Jun, 2002. Consumer perception of e-service quality: From Internet purchaser and non-purchaser perspectives. J. Bus. Strat., 19: 19-41.
Direct Link  |  

Yang, Z., 2001. Consumer perceptions of service quality in internet-based electronic commerce. Proceedings of the EMAC Conference, May 8-11, 2001, Bergen, Norway pp: 110-120.

Zeithaml, V.A., A. Parasuraman and A. Malhotra, 2001. A conceptual framework for understanding e-service quality: Implications for future research and managerial practice. MSI Working Paper Series, Report No. 00-115, Cambridge.

Zeithaml, V.A., A. Parasuraman and L.L. Berry, 1985. Problems and strategies in service marketing. J. Market., 49: 33-46.

Zeithaml, V.A., L.L. Berry and A. Parasuraman, 1993. The nature and determinants of customer expectations of service. J. Acad. Market. Sci., 21: 1-12.
CrossRef  |  Direct Link  |  

Design and power by Medwell Web Development Team. © Medwell Publishing 2021 All Rights Reserved