ISSN 2394-5125
 

Review Article 


INVESTIGATING THE RELATIONSHIP BETWEEN ELECTRONIC SERVICE QUALITY COMPONENTS AND CUSTOMER SATISFACTION AND LOYALTY (CASE STUDY OF ONLINE PLANE TICKET PURCHASE WEBSITES)

MAHMOUD REZA MASHAYEKHI.

Abstract
In this study investigates the relationship between the components of e-service quality with customer satisfaction and loyalty (a case study of online
plane ticket purchase websites). The present study is correlational. The research method is applied in terms of purpose and descriptive-survey in
terms of data collection method. The statistical population of this study consists of 400 people who buy plane tickets online, and the statistical
sample was 196 people using the Cochran's formula. Information on the quality of electronic services (Sylvie Rolland, 2010) with validity and
reliability of 0.97 and 0.79, Customer Satisfaction Questionnaire (Liu, 2008) with validity and reliability of 0.93 and 0.84, and Customer Loyalty
Questionnaire (Liu, 2008) with validity and reliability of 0.84 and 0.74 were evaluated. The data was analyzed using Spss software and the results
showed that there is a direct and significant relationship between the electronic service quality and customer satisfaction and loyalty. Finally,
according to the results of the research, some suggestions were made.

Key words: e-service quality, customer satisfaction, customer loyalty.


 
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Pubmed Style

MAHMOUD REZA MASHAYEKHI. INVESTIGATING THE RELATIONSHIP BETWEEN ELECTRONIC SERVICE QUALITY COMPONENTS AND CUSTOMER SATISFACTION AND LOYALTY (CASE STUDY OF ONLINE PLANE TICKET PURCHASE WEBSITES). JCR. 2020; 7(17): 3518-3521. doi:10.31838/jcr.07.17.439


Web Style

MAHMOUD REZA MASHAYEKHI. INVESTIGATING THE RELATIONSHIP BETWEEN ELECTRONIC SERVICE QUALITY COMPONENTS AND CUSTOMER SATISFACTION AND LOYALTY (CASE STUDY OF ONLINE PLANE TICKET PURCHASE WEBSITES). http://www.jcreview.com/?mno=36471 [Access: May 30, 2021]. doi:10.31838/jcr.07.17.439


AMA (American Medical Association) Style

MAHMOUD REZA MASHAYEKHI. INVESTIGATING THE RELATIONSHIP BETWEEN ELECTRONIC SERVICE QUALITY COMPONENTS AND CUSTOMER SATISFACTION AND LOYALTY (CASE STUDY OF ONLINE PLANE TICKET PURCHASE WEBSITES). JCR. 2020; 7(17): 3518-3521. doi:10.31838/jcr.07.17.439



Vancouver/ICMJE Style

MAHMOUD REZA MASHAYEKHI. INVESTIGATING THE RELATIONSHIP BETWEEN ELECTRONIC SERVICE QUALITY COMPONENTS AND CUSTOMER SATISFACTION AND LOYALTY (CASE STUDY OF ONLINE PLANE TICKET PURCHASE WEBSITES). JCR. (2020), [cited May 30, 2021]; 7(17): 3518-3521. doi:10.31838/jcr.07.17.439



Harvard Style

MAHMOUD REZA MASHAYEKHI (2020) INVESTIGATING THE RELATIONSHIP BETWEEN ELECTRONIC SERVICE QUALITY COMPONENTS AND CUSTOMER SATISFACTION AND LOYALTY (CASE STUDY OF ONLINE PLANE TICKET PURCHASE WEBSITES). JCR, 7 (17), 3518-3521. doi:10.31838/jcr.07.17.439



Turabian Style

MAHMOUD REZA MASHAYEKHI. 2020. INVESTIGATING THE RELATIONSHIP BETWEEN ELECTRONIC SERVICE QUALITY COMPONENTS AND CUSTOMER SATISFACTION AND LOYALTY (CASE STUDY OF ONLINE PLANE TICKET PURCHASE WEBSITES). Journal of Critical Reviews, 7 (17), 3518-3521. doi:10.31838/jcr.07.17.439



Chicago Style

MAHMOUD REZA MASHAYEKHI. "INVESTIGATING THE RELATIONSHIP BETWEEN ELECTRONIC SERVICE QUALITY COMPONENTS AND CUSTOMER SATISFACTION AND LOYALTY (CASE STUDY OF ONLINE PLANE TICKET PURCHASE WEBSITES)." Journal of Critical Reviews 7 (2020), 3518-3521. doi:10.31838/jcr.07.17.439



MLA (The Modern Language Association) Style

MAHMOUD REZA MASHAYEKHI. "INVESTIGATING THE RELATIONSHIP BETWEEN ELECTRONIC SERVICE QUALITY COMPONENTS AND CUSTOMER SATISFACTION AND LOYALTY (CASE STUDY OF ONLINE PLANE TICKET PURCHASE WEBSITES)." Journal of Critical Reviews 7.17 (2020), 3518-3521. Print. doi:10.31838/jcr.07.17.439



APA (American Psychological Association) Style

MAHMOUD REZA MASHAYEKHI (2020) INVESTIGATING THE RELATIONSHIP BETWEEN ELECTRONIC SERVICE QUALITY COMPONENTS AND CUSTOMER SATISFACTION AND LOYALTY (CASE STUDY OF ONLINE PLANE TICKET PURCHASE WEBSITES). Journal of Critical Reviews, 7 (17), 3518-3521. doi:10.31838/jcr.07.17.439