Customer perceptions of e‐service quality in online shopping

By Gwo-Guang Lee, Hsiu-Fen Lin. 2005

1,297 citations recorded by the source corpus.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/2e78fe6f9fc440fa7fba4ba522fd01603b91d59c

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In Information Systems and Management

In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

The relationships among service quality, perceived value, customer satisfaction, and post-purchase intention in mobile value-added services (2009, background): “Lee and Lin (2005) discovered that the service quality of online shops positively influences post-purchase intention.”
The Moderating Effect of Customer Perceived Value on Online Shopping Behaviour (2011, background): “Generally, online customers always expect equal or higher levels of service quality than traditional channel customers (Lee and Lin, 2005).”
Post-purchase shipping and customer service experiences in online shopping and their impact on customer satisfaction: An empirical study with comparison (2018, background): “Lee and Lin (2005) reported that service quality and customer satisfaction are significantly related to customer purchase intentions.”
Evaluating Factors Influencing Consumer Satisfaction towards Online Shopping in China (2012, background): “Lee and Lin (2005) had empirically found that website design positively influences overall customer satisfaction and perceived service quality.”
The effects of website design on purchase intention in online shopping: the mediating role of trust and the moderating role of culture (2010, background): “Lee and Lin (2005) had empirically found that website design positively influences overall customer satisfaction and perceived service quality.”
The role of online and offline features in sustaining virtual communities: an empirical study (2007, background): “…classified into two categories: developing methods for measuring web site usability (Roy et al., 2001; Ranganathan and Ganapathy, 2002), and addressing key attributes of service quality specifically related to the context of electronic commerce (e-commerce) (Janda et al., 2003; Lee and Lin, 2005).”
The impact of e-service quality and customer satisfaction on customer behavior in online shopping (2019, methodology): “Physical businesses have been attempting to gain a competitive advantage by using e-commerce to interact with customers (Lee and Lin, 2005).”
Understanding digital content marketing (2008, background): “…in areas such as online retailing (e.g. Cao and Zhao 2004; Chen and Chang 2003; Gouriaris et al. 2005; Holloway and Beatty 2003; Janda et al. 2002; Lee and Lin 2005; Wolfinbarger and Gilly 2002), online banking (e.g. Al-Hawari and Ward 2006; Bauer et al. 2005; Jayawardhena 2004; Zhu et al. 2002)…”
An Integrated Model for Customer Online Repurchase Intention (2011, positive): “In addition, there is a large body of work that suggests that college students represent a large portion of web users and are appropriate subjects for web evaluation [17, 27, 31, 34].”
Exploring the relationships between e‐service quality, satisfaction, attitudes and behaviours in content‐driven e‐service web sites (2010, background): “In particular, it would be worthwhile to explore the research model across other content-based web sites from other service sectors since perceptions of e-service quality has been argued to be context-dependent and thus their detailed effects on purchase intentions may be related to specific product”