Meassevuring E-Service Quality, Satisfaction and Loyalty of Customer in the Online Channel of the Modern Retail

Meassevuring E-Service Quality, Satisfaction and Loyalty of Customer in the Online Channel of the Modern Retail

Currently, the Internet has become a fitting channel for the trade of products. Gradually traditional and modern retail are using the online platform to sell their products. In this sense, the central aim of this study is to assess customer satisfaction and loyalty in relation to the e-commerce of t...

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Veröffentlicht in:IBIMA business review 2020-09, p.1-15
Hauptverfasser: Miranda Veloso, Cláudia, Magueta, Daniel, Barbosa Sousa, Bruno, Carvalho, José Luís
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creator Miranda Veloso, Cláudia
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Carvalho, José Luís
description Currently, the Internet has become a fitting channel for the trade of products. Gradually traditional and modern retail are using the online platform to sell their products. In this sense, the central aim of this study is to assess customer satisfaction and loyalty in relation to the e-commerce of the retail Auchan brand by analyzing the dimensions of the quality of the e-service, namely with regard to the placement and delivery of the order. The results obtained show that customers are satisfied with the online services of Auchan Famalicão (Portugal), showing greater preference and satisfaction with the Drive service.
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title Meassevuring E-Service Quality, Satisfaction and Loyalty of Customer in the Online Channel of the Modern Retail
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