政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/100286

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政大機構典藏 > 學術期刊 > MIS review(資管評論) > 期刊論文 > Item 140.119/100286

Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/100286

Title:	The Impact of Operational Criteria on Customer Satisfaction and Loyalty in E-commerce Environments: An Exploratory Study of Customer Ratings and Risk
Authors:	Ramanathan, Ramakrishnan
Keywords:	E-commerce;Marketing/Operations Interface;Customer Satisfaction;Customer Loyalty;Operational Criteria;Risk;Statistics;Canonical Correlation Analysis
Date:	2011-03
Issue Date:	2016-08-16 15:45:04 (UTC+8)
Abstract:	Risk plays an important role in transactions over the internet. In this study, we explore the moderating role of risk on the relationships between performance of websites in terms of various operational criteria and their ability to win customers. We use data from online ratings of customers of 538 websites. Using canonical correlation analysis, we have found evidence of the moderating role of risk on the importance of product-specific criteria, but not on the importance of service-specific criteria. We have also found that risk does not play a significant role on the relationships between pre-purchase and post-purchase criteria and customer satisfaction/loyalty.
Relation:	資管評論, 16(2), 33-54 MIS review
Data Type:	article
Appears in Collections:	[MIS review(資管評論)] 期刊論文

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16(2)-33-54.pdf		1211Kb	Adobe PDF2	483	View/Open

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