000			01938naa a2200217uu 4500
001			0052015121937
003			OSt
005			20190211171848.0
008			100520s2009 xx ||||gr |0|| 0 eng d
100	1		_aLIANG, Chiung-Ju _940364
245	1	0	_aA study of the impacts of website quality on customer relationship performance
260			_aOxfordshire : _bRoutledge, _cset./out. 2009
520	3		_aOne 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			_aVolume 20
590			_aNumbers 9-10
700	1		_aCHEN, Hui-Ju _940365
773	0	8	_tTotal Quality Management & Business Excellence _g20, 9-10, p. 971-988 _dOxfordshire : Routledge, set./out. 2009 _xISSN 14783363 _w
942			_cS
998			_a20100520 _b1512^b _cDaiane
998			_a20100531 _b1324^b _cCarolina
999			_aConvertido do Formato PHL _bPHL2MARC21 1.1 _c33414 _d33414
041			_aeng