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Title:
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A STUDY ON THE APPLICABILITY OF ONLINE SERVICE QUALITY MODELS IN TESTING E-LOYALTY |
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Author(s):
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Marcelo Vallejo García , Alfonso José López Rivero , Luis Joyanes Aguilar , Juan Manuel Lombardo Enríquez |
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ISBN:
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972-8924-02-X |
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Editors:
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Pedro Isaías and Miguel Baptista Nunes |
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Year:
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2005 |
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Edition:
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2 |
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Keywords:
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e-Loyalty, website quality, E-SERVQUAL, web quality factors, e-service quality, e-loyalty conceptual framework. |
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Type:
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Short Paper |
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First Page:
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60 |
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Last Page:
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64 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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Obtaining the loyalty of the customer has become a basic objective in e-commerce. The attention by the topics related to loyalty in the Web has motivated the appearance of a new concept: e-loyalty. Given this situation, the question is to know if a website offers guarantees of loyalty for the firm. This paper presents a description of some models that can be applied to evaluate service quality on a website. The aim of the research is to study if these models can be applied in assessing the level of loyalty provided by the website, emphasizing the principal factors controlled by each one |
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