期刊名称：International Journal of Academic Research in Business and Social Sciences
电子版ISSN：2222-6990
出版年度：2012
卷号：2
期号：8
页码：480-489
出版社：Human Resource Management Academic Research Society
摘要：Obtaining the loyalty of the customer has become a basic objective in e-commerce. The purpose of this study is to analyze the effects of service quality on customer loyalty. This goal has been followed by measuring the quality of the services provided by a website in 4 dimensions (usability, information quality, interaction quality and overall impression) and examining its impact on customer loyalty. This study can be considered as an applied research from purpose perspective and descriptive-survey with regards to the nature and method (type of correlation). Responders to the questionnaire were randomly selected customers of Irangate Company who have used this company's online retailing services between April and July 2012. Finally the data was analyzed by SPSS software. The results indicate that there is a strong relationship between service quality and customer loyalty
关键词：Service quality; WEBQUAL; Service loyalty; SERVLOYAL.
