A study on the applicability of online service quality models in testing E-loyalty

  1. Vallejo García Marcelo 1
  2. Alfonso José López Rivero 1
  3. Luis Joyanes Aguilar 1
  4. José Manuel Lombardo Enríquez 1
  1. 1 Universidad Pontificia de Salamanca (España)
Aktak:
Proceedings of the IADIS International Conference on WWW/Internet
  1. Miguel Baptista Nunes (ed. lit.)
  2. Pedro Isaías (ed. lit.)

Argitaletxea: IADIS, International Association for Development of the Information Society

ISBN: 972-8924-02-X

Argitalpen urtea: 2005

Orrialdeak: 60-64

Biltzarra: IADIS International Conference on WWW/Internet, Lisbon, Portugal, 19-22 October 2005

Mota: Biltzar ekarpena

GOOGLE SCHOLAR lock_openSarbide irekia editor

Laburpena

Obtaining the loyalty of the customer has become a basic objective in e-commerce. The attention by the topics related to loyalty in the Web has motivated the appearance of a new concept: e-loyalty. Given this situation, the question is to know if a website offers guarantees of loyalty for the firm. This paper presents a description of some models that can be applied to evaluate service quality on a website. The aim of the research is to study if these models can be applied in assessing the level of loyalty provided by the website, emphasizing the principal factors controlled by each one.

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