A study of the impacts of website quality on customer relationship performance (Record no. 33414)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01938naa a2200217uu 4500 |
| 001 - CONTROL NUMBER | |
| control field | 0052015121937 |
| 003 - CONTROL NUMBER IDENTIFIER | |
| control field | OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION | |
| control field | 20190211171848.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 100520s2009 xx ||||gr |0|| 0 eng d |
| 999 ## - SYSTEM CONTROL NUMBERS (KOHA) | |
| Koha Dewey Subclass [OBSOLETE] | PHL2MARC21 1.1 |
| 041 ## - LANGUAGE CODE | |
| Language code of text/sound track or separate title | eng |
| 100 1# - MAIN ENTRY--PERSONAL NAME | |
| Personal name | LIANG, Chiung-Ju |
| 9 (RLIN) | 40364 |
| 245 10 - TITLE STATEMENT | |
| Title | A study of the impacts of website quality on customer relationship performance |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. | |
| Place of publication, distribution, etc. | Oxfordshire : |
| Name of publisher, distributor, etc. | Routledge, |
| Date of publication, distribution, etc. | set./out. 2009 |
| 520 3# - SUMMARY, ETC. | |
| Summary, etc. | One of the characteristics of online consumer behaviour is the low cost of searching for alternatives. Therefore, customer loyalty is harder to achieve in the online context than in the offline one. If a website has high information, system and service quality, customers may have greater willingness to maintain, deepen and broaden their relationship with a particular online service provider. This study develops and empirically tests a model examining the relations between website quality, customer satisfaction, customer trust and customer relationship length, depth and breadth with the online financial services. Using survey data from 656 online customers of a Taiwanese securities corporation, results indicate that website quality influences customer satisfaction and trust, except for the link between information quality and customer trust, and customer trust has a stronger impact on relationship depth and breadth than customer satisfaction. Integrating the results, this study concludes that website information quality is the most important factor in enhancing relationship length, while website system quality and service quality contribute a lot to relationship depth and breadth. |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Volume 20 |
| 590 ## - LOCAL NOTE (RLIN) | |
| Local note | Numbers 9-10 |
| 700 1# - ADDED ENTRY--PERSONAL NAME | |
| Personal name | CHEN, Hui-Ju |
| 9 (RLIN) | 40365 |
| 773 08 - HOST ITEM ENTRY | |
| Title | Total Quality Management & Business Excellence |
| Related parts | 20, 9-10, p. 971-988 |
| Place, publisher, and date of publication | Oxfordshire : Routledge, set./out. 2009 |
| International Standard Serial Number | ISSN 14783363 |
| Record control number | |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Koha item type | Periódico |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20100520 |
| Operator's initials, OID (RLIN) | 1512^b |
| Cataloger's initials, CIN (RLIN) | Daiane |
| 998 ## - LOCAL CONTROL INFORMATION (RLIN) | |
| -- | 20100531 |
| Operator's initials, OID (RLIN) | 1324^b |
| Cataloger's initials, CIN (RLIN) | Carolina |
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