The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e‐commerce settings

By Norizan M. Kassim, Nor Asiah Abdullah. 2010

865 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/649600bfe339a00589a1733c70b63e736811ee78

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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 interrelationships between relationship marketing constructs and customer engagement dimensions (2018, positive): “Therefore, customer satisfaction has been found to have a positive effect on trust, as evidenced by studies conducted within the e-commerce (Kassim & Abdullah, 2010), the business-to-business (Selnes, 1998) and the education industries (Schlesinger, Cervera, & Pérez-Cabañero, 2017).”
Examining the role of initial trust in user adoption of mobile payment services: an empirical investigation (2015, background): “Extant research has disclosed the effect of service quality on user trust in online vendors (Kassim and Abdullah 2010) and mobile service providers (Zhou 2013; Lee and Chung 2009).”
The Antecedents of Customer Loyalty: An Empirical Investigation in Life Insurance Context (2013, background): “Kassim and Abdullah (2010) studied the link between trust and customer loyalty in two cultural contexts i.e., Malaysia and Qatar and found it to be significant.”
The role of service quality within Indonesian customers satisfaction and loyalty and its impact on Islamic banks (2019, background): “Empirical evidence shows that organisations that are able to increase sales, profits and cost efficiency are organisations whose activities focus on customer satisfaction through quality services (Parasuraman et al., 1988; Kassim and Abdullah, 2010).”
Trust disposition, trust antecedents, trust, and behavioral intention (2015, background): “In studies of online banking customers (Kassim & Abdullah, 2006, 2010), trust was a driver of customer relationship commitment.”
Examining an integrated model of green image, perceived quality, satisfaction, trust, and loyalty in upscale hotels (2020, background): “Additionally, relationship marketing argues that customers ’ feelings of con ﬁ dence and trust with a service provider actually begin with their positive outcome (satisfaction) from the present consumption (exchange) (Kassim & Abdullah, 2010).”
Effect of employee empathy on customer satisfaction and loyalty during employee–customer interactions: The mediating role of customer affective commitment and perceived service quality (2018, methodology): “As a cognitive assessment of the customer, perceived quality has been proven to impact satisfaction (Kassim & Abdullah, 2010).”