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Azmi, Mat ; Mohammad Zaim, Mohd ; Nazatul Shuhida, Ahmad ; Norliza Saiful, Bahry ; Nur Liana, Kori ; Syukrina Alini, Mat. (2024) Online Shopper Satisfaction: Exploring the Impact of e-Service Quality.
In: Information Management and Business Review. RePEc:rnd:arimbr:v:16:y:2024:i:1:p:106-120.
Full description at Econpapers
cites:
Brunner, T. A., Stöcklin, M., & Opwis, K. (2008). Satisfaction, image and loyalty: New versus experienced customers. European Journal of Marketing, 42(9–10), 1095–1105. https:// doi.org/10.1108/03090560810891163 Blut, M. (2016). E-Service Quality: Development of a Hierarchical Model. Journal of Retailing, 92(4), 500–517. https://doi.org/10.1016/j.jretai.2016.09.002 Cappelli, L., Guglielmetti, R., Mattia, G., Merli, R., & Francesca Renzi, M. (2011). Testing a customer satisfaction model for online services. International Journal of Quality and Service Sciences, 3(1), 69–92. https://doi.org/10.1108/17566691111115090 Camilleri, M. A. (2021). E-commerce websites, consumer order fulfillment and after-sales service satisfaction: the customer is always right, even after the shopping cart check-out. Journal of Strategy and Management, 15(3), 377-396.
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