Transferring Attributes of E-commerce Systems into Business Benefits: a Relationship Quality Perspective
نویسنده
چکیده
This paper investigates how the quality of certain attributes of e-commerce systems ― such as information quality, system quality, and service quality ― can be leveraged to enhance business benefits as indicated by customer commitment and customer retention. This study argues that relationship quality, a concept encapsulating the ideas of both trust and satisfaction, is crucial for transferring attributes of e-commerce systems into business benefits. A research model of relationship quality in e-commerce was built, drawing upon information systems and marketing literature. This model was then examined using a survey of 140 online auction sellers at uBid.com. The empirical results confirmed the research model. Information quality, system quality, and service quality affect relationship quality significantly. Relationship quality in turn has significant impact on customer commitment and customer retention.
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