Please use this identifier to cite or link to this item:
https://www.um.edu.mt/library/oar/handle/123456789/94663
Title: | The effect of service quality and consumer trust on retail website loyalty |
Authors: | Ramaseshan, Balasubramanian Caruana, Albert |
Keywords: | Consumer behaviour Internet service providers -- Malta Communication -- Malta |
Issue Date: | 2003 |
Publisher: | Academy of Marketing Science |
Citation: | Caruana, A., & Ramaseshan, B. (2003). The effect of service quality and consumer trust on retail website loyalty. Academy of Marketing Science, 2003 Conference Proceedings, USA. |
Abstract: | This paper considers the effect of service quality on retail web site loyalty and the role that consumer trust has on this relationship. The concepts of service quality, site loyalty and consumer trust are first explored and a mediation hypothesis is formulated where consumer trust is suggested to mediate the effect of service quality on retail site loyalty. Research is conducted via the internet among a sample of customers of an internet service provider in Malta that report having purchased an item over the internet during the four weeks preceding the survey date. Results indicate a situation of partial mediation. The implications of the results are discussed, limitations are noted and directions for future research are indicated. |
URI: | https://www.um.edu.mt/library/oar/handle/123456789/94663 |
Appears in Collections: | Scholarly Works - FacMKSCC |
Files in This Item:
File | Description | Size | Format | |
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The_effect_of_service_quality_and_consumer_trust_on_retail_website_loyalty(2003).pdf | 155.7 kB | Adobe PDF | View/Open |
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