Business, Management and Accounting
4 years ago

Service quality key to online retail loyalty, trust and satisfaction follow

Prosiding Industrial Research Workshop and National Seminar
The Roles of E-Service Quality, E-Trust, and E-Satisfaction on Online Retail Loyalty
Dewi Purnamasari

Paper Summary

The study looked at how online businesses can keep customers loyal. They found that good service quality, trust from customers, and customer satisfaction all play a role in making customers stay loyal. In particular, service quality has the biggest impact on customer trust, which is more important than customer satisfaction in keeping customers loyal. This information can help online businesses figure out the best way to make customers stay loyal.

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