1,778
Views
96
CrossRef citations to date
0
Altmetric
Original Articles

A study of the impacts of website quality on customer relationship performance

&
Pages 971-988 | Published online: 21 Sep 2009

References

  • Abdul-Muhmin , A. G. 2005 . Instrumental and interpersonal determinants of relationship satisfaction and commitment in industrial markets . Journal of Business Research , 58 : 619 – 628 .
  • Anderson , E. , Fornell , C. and Rust , R. 1997 . Customer satisfaction, productivity, and profitability: Differences between goods and services . Marketing Science , 16 ( 2 ) : 129 – 145 .
  • Anderson , E. and Sullivan , M. 1993 . The antecedents and consequences of customer satisfaction for firms . Marketing Science , 12 ( 2 ) : 125 – 143 .
  • Anderson , J. C. 1987 . An approach for confirmatory measurement and structural equation modeling of organizational properties . Management Science , 33 ( 4 ) : 525 – 541 .
  • Anderson , J. C. and Gerbing , D. W. 1988 . Structural equation modeling in practice: A review and recommended two-step approach . Psychology Bulletin , 103 ( 3 ) : 411 – 423 .
  • Bagozzi , R. P. and Phillips , L. 1982 . Representing and testing organizational theories: A holistic construal . Administrative Science Quarterly , 27 ( 3 ) : 459 – 489 .
  • Bagozzi , R. P. and Yi , Y. 1988 . On the evaluation of structural equation models . Journal of the Academy of Marketing Science , 16 ( 1 ) : 74 – 94 .
  • Bell , S. J. , Auh , S. and Smalley , K. 2005 . Customer relationship dynamics: Service quality and customer loyalty in the context of varying levels of customer expertise and switching costs . Journal of the Academy of Marketing Science , 33 ( 2 ) : 169 – 183 .
  • Bhattacherjee , A. 2002 . Individual trust in online firms: Scale development and initial test . Journal of Management Information Systems , 19 ( 1 ) : 211 – 241 .
  • Blattberg , R. , Getz , G. and Thomas , J. 2001 . Customer equity: Building and managing relationships as valuable assets , Boston : Harvard Business School Press .
  • Bolton , R. N. 1998 . A dynamic model of the duration of the customer's relationship with a continuous service provider: The role of satisfaction . Marketing Science , 17 ( 1 ) : 45 – 65 .
  • Bolton , R. N. and Drew , J. 1991 . A multistage model of customers' assessments of service quality and value . Journal of Consumer Research , 17 ( 4 ) : 875 – 884 .
  • Bolton , R. N. , Kannan , P. K. and Bramlett , M. D. 2000 . Implications for loyalty program membership and service experiences for customer retention and value . Journal of the Academy of Marketing Science , 28 : 95 – 108 .
  • Bolton , R. N. and Lemon , K. N. 1999 . A dynamic model of customers' usage of services: Usage as an antecedent and consequence of satisfaction . Journal of Marketing Research , 36 : 171 – 186 .
  • Bolton , R. N. , Lemon , K. N. and Verhoef , P. C. 2004 . The theoretical underpinnings of customer asset management: A framework and propositions for future research . Journal of the Academy of Marketing Science , 32 ( 3 ) : 271 – 292 .
  • Burke , R. R. 1997 . Do you see what I see? The future of virtual shopping . Journal of the Academy of Marketing Science , 25 ( 4 ) : 352 – 360 .
  • Cameron , M. 1999 . Content that works on the web . Target Marketing , 1 ( 11 ) : 58 – 59 .
  • Chaudhuri , A. and Holbrook , M. B. 2001 . The chain of effects from brand trust and brand affect to brand performance: The role of brand loyalty . Journal of Marketing , 65 ( 2 ) : 81 – 93 .
  • Chiu , H. C. , Hsieh , Y. C. and Kao , C. Y. 2005 . Website quality and customer's behavioral intention: An exploratory study of the role of information asymmetry . Total Quality Management , 16 ( 2 ) : 185 – 197 .
  • Churchill , G. A. 1979 . A paradigm for developing better measures of marketing constructs . Journal of Marketing Research , 16 ( 1 ) : 64 – 73 .
  • Cronin , J. and Taylor , S. 1994 . SERVPERF versus SERVQUAL: Reconciling performance-based and perceptions-minus-expectations measurement of service quality . Journal of Marketing , 58 ( 1 ) : 125 – 131 .
  • Crosby , L. A. , Evans , K. R. and Cowles , D. 1990 . Relationship quality in services selling: An interpersonal influence perspective . Journal of Marketing , 54 ( 3 ) : 68 – 81 .
  • Deighton , J. 1996 . The future of interactive marketing . Harvard Business Review , 74 ( 6 ) : 151 – 160 .
  • Delgado-Ballester , E. and Munuera-Aleman , J. L. 2001 . Brand trust in the context of consumer loyalty . European Journal of Marketing , 35 ( 11/12 ) : 1238 – 1258 .
  • DeLone , W. H. and McLean , E. R. 2003 . The DeLone and McLean model of information systems success: A ten-year update . Journal of Management Information Systems , 19 ( 4 ) : 9 – 30 .
  • Dick , A. S. and Basu , K. 1994 . Customer loyalty: Toward an integrated conceptual framework . Journal of the Academy of Marketing Science , 22 ( 2 ) : 99 – 114 .
  • Doney , P. M. and Cannon , J. P. 1997 . An examination of the nature of trust in buyer–seller relationships . Journal of Marketing , 61 ( 2 ) : 35 – 51 .
  • Donthu , N. and Garcia , A. 1999 . The Internet shopper . Journal of Advertising Research , 39 ( 3 ) : 52 – 58 .
  • Dutta , S. and Segev , A. 1999 . Business transformation on the Internet . European Management Journal , 17 ( 5 ) : 466 – 476 .
  • Floh , A. and Treiblmaier , H. 2006 . What keeps the e-banking customer loyal? A multigroup analysis of the moderating role of consumer characteristics on e-loyalty in the financial service industry . Journal of Electronic Commerce Research , 7 ( 2 ) : 97 – 110 .
  • Ganesan , S. 1994 . Determinants of long-term orientation in buyer–seller relationships . Journal of Marketing , 58 ( 2 ) : 1 – 19 .
  • Ganesh , J. , Arnold , M. J. and Reynolds , K. E. 2000 . Understanding the customer base of service providers: An examination of the differences between switchers and stayers . Journal of Marketing , 64 ( 3 ) : 65 – 87 .
  • Garbarino , E. and Johnson , M. 1999 . The different roles of satisfaction, trust and commitment in customer relationships . Journal of Marketing , 63 ( 2 ) : 70 – 87 .
  • Gefen , D. , Karahanna , E. and Straub , D. W. 2003 . Trust and TAM in online shopping: An integrated mode . MIS Quarterly , 27 ( 1 ) : 51 – 90 .
  • Geyskens , I. , Jan-Benedict , E. M. and Nirmalya , K. 1998 . Generalizations about trust in marketing channel relationships using meta-analysis . International Journal of Research in Marketing , 15 ( 3 ) : 223 – 248 .
  • Gundlach , G. T. , Achrol , R. S. and Mentzer , J. T. 1995 . The structure of commitment in exchange . Journal of Marketing , 59 ( 1 ) : 78 – 92 .
  • Hair , J. , Rolph , E. , Ronald , L. and William , C. 1998 . Multivariate data analysis , Englewood Cliffs, NJ : Prentice Hall .
  • Harris , K. E. , Grewal , D. , Mohr , L. A. and Bernhardt , K. L. 2006 . Consumer responses to service recovery strategies: The moderating role of online versus offline environment . Journal of Business Research , 59 : 425 – 431 .
  • Harris , L. C. and Goode , M. M. 2004 . The four levels of loyalty and the pivotal role of trust: A study of online service dynamics . Journal of Retailing , 80 ( 2 ) : 139 – 158 .
  • Hatcher , L. 1994 . A step-by-step approach to using the SAS system for factor analysis and structural equation modelling , Cary, NC : SAS Institute .
  • Hennig-Thurau , T. and Klee , A. 1997 . The impact of customer satisfaction and relationship quality on customer retention: A critical reassessment and model development . Psychology and Marketing , 14 ( 8 ) : 737 – 764 .
  • Honeycutt , E. D. Jr. , Flaherty , T. B. and Benassi , K. 1998 . Marketing industrial products on the Internet . Industrial Marketing Management , 27 ( 1 ) : 63 – 72 .
  • Hsieh , Y. C. , Chiu , H. C. and Chiang , M. Y. 2005 . Maintaining a committed online customer: A study across search-experience-credence products . Journal of Retailing , 81 ( 1 ) : 75 – 82 .
  • Hsieh , Y. C. and Hiang , S. T. 2004 . A study of the impacts of service quality on relationship quality in search-experience-credence services . Total Quality Management , 15 ( 1 ) : 43 – 58 .
  • Hsu , C. L. and Lu , H. P. 2004 . Why do people play online games? An extended TAM with social influences and flow experience . Information & Management , 41 ( 7 ) : 853 – 868 .
  • Hsu , C. L. and Lu , H. P. 2007 . Consumer behavior in online game communities: A motivational factor perspective . Computers in Human Behavior , 23 : 1642 – 1659 .
  • Hu , L. and Bentler , P. M. 1999 . Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives . Structural Equation Modeling , 6 ( 1 ) : 1 – 55 .
  • Huang , M. H. 2003 . Designing website attributes to induce experiential encounters . Computers in Human Behavior , 19 : 425 – 442 .
  • Jin , B. and Park , J. Y. 2006 . The moderating effect of online purchase experience on the evaluation of online store attributes and the subsequent impact on market response outcomes . Advances in Consumer Research , 33 : 203 – 211 .
  • Johnson , D. and Grayson , K. 2005 . Cognitive and affective trust in service relationships . Journal of Business Research , 58 : 500 – 507 .
  • Kettinger , W. J. and Lee , C. C. 1995 . Perceived service quality and user satisfaction with the information services function . Decision Sciences , 25 ( 5–6 ) : 737 – 765 .
  • Kierzkowski , A. , McQuade , S. , Waitman , R. and Zeisser , M. 1996 . Marketing to the digital consumer . The McKinsey Quarterly , 33 ( 3 ) : 4 – 21 .
  • Kotler , P. 1994 . Marketing management: Analysis, planning, implementation, and control , Englewood Cliffs, NJ : Prentice Hall .
  • Kuttner , R. 1998 . The net: A market too perfect for profits . Business Week , 3577 ( May 11 ) : 20
  • Lages , L. F. and Lages , C. R. 2004 . The STEP scale: A measure of short-term export performance improvement . Journal of International Marketing , 12 ( 1 ) : 36 – 56 .
  • Lam , S. Y. , Shankar , V. , Erramilli , M. K. and Murthy , B. 2004 . Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context . Journal of the Academy of Marketing Science , 32 ( 3 ) : 293 – 311 .
  • Li , Y. N. , Tan , K. C. and Xie , M. 2002 . Measuring web-based service quality . Total Quality Management , 13 ( 5 ) : 685 – 700 .
  • Liang , C. J. and Wang , W. H. 2006 . The behavioural sequence of the financial services industry in Taiwan: Service quality, relationship quality and behavioural loyalty . The Service Industries Journal , 26 ( 2 ) : 119 – 145 .
  • Liao , C. , Palvia , P. and Lin , H. N. 2006 . The roles of habit and web site quality in e-commerce . International Journal of Information Management , 26 : 469 – 483 .
  • Lin , H. F. 2007 . The impact of website quality dimensions on customer satisfaction in the B2C E-commerce context . Total Quality Management , 18 ( 4 ) : 363 – 378 .
  • Lin , J. C. and Lu , H. 2000 . Towards an understanding of the behavioural intention to use a web site . International Journal of Information Management , 20 : 197 – 208 .
  • Liu , C. K. and Arnett , P. 2000 . Exploring the factors associated with web site success in the context of electronic commerce . Information & Management , 38 ( 1 ) : 23 – 33 .
  • Lu , H. and Lin , J. C. 2002 . Predicting customer behavior in the market-space: A study of Rayport and Sviokla's framework . Information & Management , 40 : 1 – 10 .
  • Lynch , P. D. , Kent , R. J. and Srinivasan , S. S. 2001 . The global Internet shopper: Evidence from shopping tasks in twelve countries . Journal of Advertising Research , 41 ( 3 ) : 15 – 23 .
  • McKnight , D. H. , Choudhury , V. and Kacmar , C. 2002 . The impact of initial consumer trust on intentions to transact with a web site: A trust building model . Journal of Strategic Information Systems , 11 : 297 – 323 .
  • McKnight , D. H. , Cummings , L. L. and Chervany , N. L. 1998 . Initial trust formation in new organizational relationships . Academy of Management Review , 23 ( 3 ) : 472 – 490 .
  • Meuter , M. L. , Bitner , M. J. , Ostrom , A. L. and Brown , S. W. 2005 . Choosing among alternative service delivery modes: An investigation of customer trial of self-service technologies . Journal of Marketing , 69 ( 2 ) : 61 – 83 .
  • Mittal , V. and Kamakura , W. A. 2001 . Satisfaction, repurchase intent, and repurchase behavior: Investigating the moderating effect of customer characteristics . Journal of Marketing Research , 38 : 131 – 142 .
  • Mittal , V. , Kumar , P. and Tsiros , M. 1999 . Attribute-level performance, satisfaction, and behavioral intentions over time: A consumption-system approach . Journal of Marketing , 63 : 88 – 101 .
  • Morgan , R. M. and Hunt , S. D. 1994 . The commitment-trust theory of relationship marketing . Journal of Marketing , 58 ( 3 ) : 20 – 38 .
  • Nunnally , J. C. 1978 . Psychometric theory , New York : McGraw-Hill .
  • Oliver , R. L. 1993 . “ A conceptual model of service quality and service satisfaction: Compatible goals, different concepts ” . In Advances in services marketing and management , Edited by: Swartz , T. A. , Bowen , D. E. and Brown , S. W. 65 – 85 . Greenwich, CT : JAI Press .
  • Oliver , R. L. 1997 . Satisfaction: A behavioral perspective on the consumer , New York : McGraw-Hill .
  • Oliver , R. L. 1999 . Whence consumer loyalty? . Journal of Marketing , 63 : 33 – 44 .
  • Ostrom , A. and Iacobucci , D. 1995 . Consumer trade-offs and the evaluation of services . Journal of Marketing , 59 ( 1 ) : 17 – 28 .
  • Overby , J. W. and Lee , E. J. 2006 . The effects of utilitarian and hedonic online shopping value on consumer preference and intention . Journal of Business Research , 59 : 1160 – 1166 .
  • Pavlou , P. A. 2003 . Consumer acceptance of electronic commerce: Integrating trust and risk with the technology acceptance model . International Journal of Electronic Commerce , 7 ( 3 ) : 101 – 134 .
  • Peterson , R. A. , Balasubramanian , S. and Bronnenberg , B. J. 1997 . Exploring the implications of the Internet for consumer marketing . Journal of the Academy of Marketing Science , 25 ( 4 ) : 329 – 346 .
  • Pitt , L. F. , Watson , R. T. and Kavan , C. B. 1995 . Service quality: A measure of information systems effectiveness . MIS Quarterly , 19 ( 2 ) : 173 – 188 .
  • Porter , C. E. and Donthu , N. 2006 . Using the technology acceptance model to explain how attitudes determine Internet usage: The role of perceived access barriers and demographics . Journal of Business Research , 59 : 999 – 1007 .
  • Rauyruen , P. and Miller , K. E. 2007 . Relationship quality as a predictor of B2B customer loyalty . Journal of Business Research , 60 : 21 – 31 .
  • Reichheld , F. F. and Schefter , P. 2000 . E-loyalty: Your secret weapon on the web . Harvard Business Review , 78 ( 4 ) : 105 – 113 .
  • Reinartz , W. J. , Thomas , J. S. and Kumar , V. 2005 . Balancing acquisition and retention resources to maximize customer profitability . Journal of Marketing , 69 ( 1 ) : 63 – 79 .
  • Roos , I. , Gustafsson , A. and Edvardsson , B. 2006 . Defining relationship quality for customer-driven business development . International Journal of Service Industry Management , 17 ( 2 ) : 207 – 223 .
  • Saeed , K. A. , Hwang , Y. and Yi , M. Y. 2003 . Toward an integrative framework for online consumer behavior research: A meta-analysis approach . Journal of End User Computing , 15 ( 4 ) : 1 – 26 .
  • Segars , A. 1997 . Assessing the unidimensionality of measurement: A paradigm and illustration with the context of information system research . Omega , 25 ( 1 ) : 107 – 121 .
  • Shang , R. A. , Chen , Y. C. and Shen , L. 2005 . Extrinsic versus intrinsic motivations for consumers to shop on-line . Information & Management , 42 : 401 – 413 .
  • Shankar , V. , Smith , A. and Rangaswamy , A. 2003 . Customer satisfaction and loyalty in online and offline environments . International Journal of Research in Marketing , 20 ( 2 ) : 153 – 175 .
  • Shih , H. P. 2004 . An empirical study on predicting user acceptance of e-shopping on the web . Information & Management , 41 : 351 – 368 .
  • Shih , Y. Y. and Fang , K. 2006 . Effects of network quality attributes on customer adoption intentions of Internet banking . Total Quality Management , 17 ( 1 ) : 61 – 77 .
  • Sinioukov , T. 1999 . Mastering the web by the book . BookTech the Magazine , 2 ( March ) : 50 – 54 .
  • Sirdeshmukh , D. , Singh , J. and Sabol , B. 2002 . Consumer trust, value, and loyalty in relational exchanges . Journal of Marketing , 66 ( 1 ) : 15 – 37 .
  • Smith , J. B. and Barclay , D. W. 1997 . The effects of organizational differences and trust on the effectiveness of selling partner relationships . Journal of Marketing , 61 ( 1 ) : 3 – 21 .
  • Soderlund , M. 2006 . Measuring customer loyalty with multi-item scales . International Journal of Service Industry Management , 27 ( 1 ) : 76 – 98 .
  • Srinivasan , S. S. , Anderson , R. and Ponnavolu , K. 2002 . Customer loyalty in e-commerce: An exploration of its antecedents and consequences . Journal of Retailing , 78 : 41 – 50 .
  • Szymanski , D. and Henard , D. 2001 . Customer satisfaction: A meta-analysis of the empirical evidence . Journal of the Academy of Marketing Science , 29 ( 1 ) : 16 – 35 .
  • Turban , E. , Lee , J. , King , D. and Chung , H. 2000 . Electronic commerce: A managerial perspective , Upper Saddle River, NJ : Prentice Hall .
  • Turnbull , P. and Moustakatos , T. 1996 . Marketing and investment banking: Relationships and competitive advantage . International Journal of Bank Marketing , 14 : 38 – 49 .
  • Verhoef , P. C. 2003 . Understanding the effect of customer relationship management efforts on customer retention and customer share development . Journal of Marketing , 67 ( 4 ) : 30 – 45 .
  • Verhoef , P. C. , Franses , P. H. and Hoekstra , J. C. 2001 . The impact of satisfaction and payment equity on cross buying: A dynamic model for a multi-service provider . Journal of Retailing , 77 ( 3 ) : 359 – 378 .
  • Wang , Y. D. and Emurian , H. H. 2005 . An overview of online trust: Concepts, elements, and implication . Computers in Human Behavior , 21 : 105 – 125 .
  • Watson , R. T. , Akselsen , S. and Pitt , L. F. 1998 . Attractors: Building mountains in the flat landscape of the world wide web . California Management Review , 40 ( 2 ) : 36 – 43 .
  • Weiner , B. 1986 . An attribution theory of motivation and emotion , New York : Springer-Verlag .
  • Wirtz , B. W. and Lihotzky , N. 2003 . Customer retention management in the B2C electronic business . Long Range Planning , 36 : 517 – 532 .
  • Zeithaml , V. A. , Berry , L. L. and Parasuraman , A. 1996 . The behavioral consequences of service quality . Journal of Marketing , 60 ( 2 ) : 31 – 46 .

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.