Más allá de la venta online: de la calidad del servicio a la lealtad y boca a boca electrónicos

Karla Acosta Morey; Andrea Chávez Aguilar; Martín Mauricio Andía

doi:10.22201/fca.24488410e.2023.4712

Más allá de la venta online: de la calidad del servicio a la lealtad y boca a boca electrónicos

Translated title of the contribution: Beyond online sales: From service quality to e-loyalty and word of mouth

Karla Acosta Morey, Andrea Chávez Aguilar, Martín Mauricio Andía

Faculty of communication

Universidad Peruana de Ciencias Aplicadas

Research output: Contribution to journal › Article › peer-review

Abstract

The purpose of this research is to demonstrate how service quality is an antecedent, influencing through trust and satisfaction, in electronic loyalty and word-of-mouth within e-commerce businesses. Data was collected from 300 users with e-commerce shopping experience and to test the proposed hypothesis the results were analysed using the Structural Equation Model (SEM) approach based on Partial Least Square (PLS). The results showed that service quality has a positive effect on e-satisfaction and e-trust, and these in turn influence e-loyalty and electronic word of mouth. The main contribution of this research is to expand knowledge on the relationship between service quality and word of mouth in an e-commerce environment.

Translated title of the contribution	Beyond online sales: From service quality to e-loyalty and word of mouth
Original language	Spanish
Pages (from-to)	317-344
Number of pages	28
Journal	Contaduria y Administracion
Volume	68
Issue number	4
DOIs	https://doi.org/10.22201/fca.24488410e.2023.4712
State	Published - 2023

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10.22201/fca.24488410e.2023.4712

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title = "M{\'a}s all{\'a} de la venta online: de la calidad del servicio a la lealtad y boca a boca electr{\'o}nicos",

abstract = "The purpose of this research is to demonstrate how service quality is an antecedent, influencing through trust and satisfaction, in electronic loyalty and word-of-mouth within e-commerce businesses. Data was collected from 300 users with e-commerce shopping experience and to test the proposed hypothesis the results were analysed using the Structural Equation Model (SEM) approach based on Partial Least Square (PLS). The results showed that service quality has a positive effect on e-satisfaction and e-trust, and these in turn influence e-loyalty and electronic word of mouth. The main contribution of this research is to expand knowledge on the relationship between service quality and word of mouth in an e-commerce environment.",

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year = "2023",

doi = "10.22201/fca.24488410e.2023.4712",

language = "Espa{\~n}ol",

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journal = "Contaduria y Administracion",

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T1 - Más allá de la venta online

T2 - de la calidad del servicio a la lealtad y boca a boca electrónicos

AU - Acosta Morey, Karla

AU - Chávez Aguilar, Andrea

AU - Mauricio Andía, Martín

PY - 2023

Y1 - 2023

N2 - The purpose of this research is to demonstrate how service quality is an antecedent, influencing through trust and satisfaction, in electronic loyalty and word-of-mouth within e-commerce businesses. Data was collected from 300 users with e-commerce shopping experience and to test the proposed hypothesis the results were analysed using the Structural Equation Model (SEM) approach based on Partial Least Square (PLS). The results showed that service quality has a positive effect on e-satisfaction and e-trust, and these in turn influence e-loyalty and electronic word of mouth. The main contribution of this research is to expand knowledge on the relationship between service quality and word of mouth in an e-commerce environment.

AB - The purpose of this research is to demonstrate how service quality is an antecedent, influencing through trust and satisfaction, in electronic loyalty and word-of-mouth within e-commerce businesses. Data was collected from 300 users with e-commerce shopping experience and to test the proposed hypothesis the results were analysed using the Structural Equation Model (SEM) approach based on Partial Least Square (PLS). The results showed that service quality has a positive effect on e-satisfaction and e-trust, and these in turn influence e-loyalty and electronic word of mouth. The main contribution of this research is to expand knowledge on the relationship between service quality and word of mouth in an e-commerce environment.

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M3 - Artículo

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SN - 0186-1042

VL - 68

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JO - Contaduria y Administracion

JF - Contaduria y Administracion

IS - 4

ER -

Más allá de la venta online: de la calidad del servicio a la lealtad y boca a boca electrónicos

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