Impact des dimensions de la qualité de service électronique sur la satisfaction et les intentions de fidélité : différences entre acheteurs et visiteurs

Bressolles, Grégory; Durrieu, François
November 2011
Revue des Sciences de Gestion;nov/dec2011, Issue 252, p37
Academic Journal
Online commercial Websites are nowadays confronted with two major problems: convert the visitors into buyers and develop their loyalty. Indeed, we observe weak conversion rates on the Internet (lower than 5 %). On the basis of 1 557 answers to an online questionnaire administered to visitors and buyers of two commercial Websites specialized in online travel and electronic/cultural goods, the results highlight how the dimensions of electronic service quality can contribute to strengthen customer satisfaction and/ or loyalty intensions (word-of-mouth, visiting and buying intentions). Online merchants must take into account these elements in order to improve their conversion rates.


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