Ponencia
Consumer satisfaction and word-of-mouth in Electronic Commerce: a possible segmentation method
Autor/es | Kemény, Ildikó
Nagy, Ákos Simon, Judit Szűcs, Krisztián |
Fecha de publicación | 2015 |
Fecha de depósito | 2017-02-24 |
Publicado en |
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ISBN/ISSN | 9789036540568 |
Resumen | 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 ... 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. |
Cita | 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. |
Ficheros | Tamaño | Formato | Ver | Descripción |
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Consumer satisfaction and word.pdf | 741.2Kb | [PDF] | Ver/ | |