Beyond online sales: From service quality to e-loyalty and word of mouth

Descripción del Articulo

The purpose of this research is to demonstrate how service quality is an antecedent, influencing through trust and satisfaction, in electronic loyalty and word-of-mouth within e-commerce businesses. Data was collected from 300 users with e-commerce shopping experience and to test the proposed hypoth...

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Detalles Bibliográficos
Autores: Acosta Morey, Karla, Chávez Aguilar, Andrea, Mauricio Andía, Martín
Formato: artículo
Fecha de Publicación:2023
Institución:Universidad Peruana de Ciencias Aplicadas
Repositorio:UPC-Institucional
Lenguaje:español
OAI Identifier:oai:repositorioacademico.upc.edu.pe:10757/669632
Enlace del recurso:http://hdl.handle.net/10757/669632
Nivel de acceso:acceso abierto
Materia:e-commerce
e-loyalty
e-TailQ
e-wom
eService quality
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dc.title.es_PE.fl_str_mv Beyond online sales: From service quality to e-loyalty and word of mouth
title Beyond online sales: From service quality to e-loyalty and word of mouth
spellingShingle Beyond online sales: From service quality to e-loyalty and word of mouth
Acosta Morey, Karla
e-commerce
e-loyalty
e-TailQ
e-wom
eService quality
title_short Beyond online sales: From service quality to e-loyalty and word of mouth
title_full Beyond online sales: From service quality to e-loyalty and word of mouth
title_fullStr Beyond online sales: From service quality to e-loyalty and word of mouth
title_full_unstemmed Beyond online sales: From service quality to e-loyalty and word of mouth
title_sort Beyond online sales: From service quality to e-loyalty and word of mouth
author Acosta Morey, Karla
author_facet Acosta Morey, Karla
Chávez Aguilar, Andrea
Mauricio Andía, Martín
author_role author
author2 Chávez Aguilar, Andrea
Mauricio Andía, Martín
author2_role author
author
dc.contributor.author.fl_str_mv Acosta Morey, Karla
Chávez Aguilar, Andrea
Mauricio Andía, Martín
dc.subject.es_PE.fl_str_mv e-commerce
e-loyalty
e-TailQ
e-wom
eService quality
topic e-commerce
e-loyalty
e-TailQ
e-wom
eService quality
description The purpose of this research is to demonstrate how service quality is an antecedent, influencing through trust and satisfaction, in electronic loyalty and word-of-mouth within e-commerce businesses. Data was collected from 300 users with e-commerce shopping experience and to test the proposed hypothesis the results were analysed using the Structural Equation Model (SEM) approach based on Partial Least Square (PLS). The results showed that service quality has a positive effect on e-satisfaction and e-trust, and these in turn influence e-loyalty and electronic word of mouth. The main contribution of this research is to expand knowledge on the relationship between service quality and word of mouth in an e-commerce environment.
publishDate 2023
dc.date.accessioned.none.fl_str_mv 2023-12-08T20:32:26Z
dc.date.available.none.fl_str_mv 2023-12-08T20:32:26Z
dc.date.issued.fl_str_mv 2023-01-01
dc.type.es_PE.fl_str_mv info:eu-repo/semantics/article
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dc.identifier.issn.none.fl_str_mv 01861042
dc.identifier.doi.none.fl_str_mv 10.22201/fca.24488410e.2023.4712
dc.identifier.uri.none.fl_str_mv http://hdl.handle.net/10757/669632
dc.identifier.eissn.none.fl_str_mv 24488410
dc.identifier.journal.es_PE.fl_str_mv Contaduria y Administracion
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dc.language.iso.es_PE.fl_str_mv spa
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dc.rights.es_PE.fl_str_mv info:eu-repo/semantics/openAccess
dc.rights.*.fl_str_mv Attribution-NonCommercial-NoDerivatives 4.0 International
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dc.format.es_PE.fl_str_mv application/pdf
dc.publisher.es_PE.fl_str_mv Universidad Nacional Autonoma de Mexico
dc.source.none.fl_str_mv reponame:UPC-Institucional
instname:Universidad Peruana de Ciencias Aplicadas
instacron:UPC
instname_str Universidad Peruana de Ciencias Aplicadas
instacron_str UPC
institution UPC
reponame_str UPC-Institucional
collection UPC-Institucional
dc.source.journaltitle.none.fl_str_mv Contaduria y Administracion
dc.source.volume.none.fl_str_mv 68
dc.source.issue.none.fl_str_mv 4
dc.source.beginpage.none.fl_str_mv 317
dc.source.endpage.none.fl_str_mv 344
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The results showed that service quality has a positive effect on e-satisfaction and e-trust, and these in turn influence e-loyalty and electronic word of mouth. 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Beyond online sales: From service quality to e-loyalty and word of mouth
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