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Consumer satisfaction and word-of-mouth in Electronic Commerce: a possible segmentation method
dc.creator | Kemény, Ildikó | es |
dc.creator | Nagy, Ákos | es |
dc.creator | Simon, Judit | es |
dc.creator | Szűcs, Krisztián | es |
dc.date.accessioned | 2017-02-24T19:07:43Z | |
dc.date.available | 2017-02-24T19:07:43Z | |
dc.date.issued | 2015 | |
dc.identifier.citation | Kemény, I., Nagy, Á., Simon, J. y Szűcs, K. (2015). Consumer satisfaction and word-of-mouth in Electronic Commerce: a possible segmentation method. En 2nd International Symposium on Partial Least Squares Path Modeling - The Conference for PLS Users (1-11), Sevilla: University of Twente. | |
dc.identifier.isbn | 9789036540568 | es |
dc.identifier.uri | http://hdl.handle.net/11441/54864 | |
dc.description.abstract | Over the last 10 years the B2C online market and its characteristics – for example the perceived electronic service quality (e-SQ) – has become a relevant research area, not only in the Western countries but also in smaller, less-developed countries. Therefore the first aim of this paper is to provide a description of an analysis into how the dimensions of perceived eSQ relate to satisfaction and WOM intention in Hungary. Secondly, using the results of a PLS-SEM model we show how consumers may be segmented based on their perceptions of quality. According to our research only the dimension of efficiency and responsiveness have a significant positive effect on satisfaction, and the perception of the quality of fulfilment’s also significantly influences word-of-mouth intention. Using the relevant latent variable scores a segmentation method was developed in which four significantly different segments were identified. | es |
dc.format | application/pdf | es |
dc.language.iso | eng | es |
dc.publisher | University of Twente | es |
dc.relation.ispartof | 2nd International Symposium on Partial Least Squares Path Modeling - The Conference for PLS Users (2015), pp. 1-11. | |
dc.rights | Attribution-NonCommercial-NoDerivatives 4.0 Internacional | * |
dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/4.0/ | * |
dc.subject | e-service quality perception | es |
dc.subject | segmentation | es |
dc.subject | e-commerce | es |
dc.title | Consumer satisfaction and word-of-mouth in Electronic Commerce: a possible segmentation method | es |
dc.type | info:eu-repo/semantics/conferenceObject | es |
dc.type.version | info:eu-repo/semantics/publishedVersion | es |
dc.rights.accessRights | info:eu-repo/semantics/openAccess | es |
dc.identifier.doi | 10.3990/2.354 | es |
idus.format.extent | 11 | es |
dc.publication.initialPage | 1 | es |
dc.publication.endPage | 11 | es |
dc.eventtitle | 2nd International Symposium on Partial Least Squares Path Modeling - The Conference for PLS Users | es |
dc.eventinstitution | Sevilla | es |
dc.relation.publicationplace | Enschede | es |
Ficheros | Tamaño | Formato | Ver | Descripción |
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Consumer satisfaction and word.pdf | 741.2Kb | [PDF] | Ver/ | |