How to cite this paper
Rahahleh, A., Al-Nsour, S., Moflih, M., Alabaddi, Z., Al-nassar, B & Al-Nsour, N. (2020). The influence of electronic service quality on relationship quality: Evidence from tourism industry.Management Science Letters , 10(12), 2759-2768.
Refrences
Akbar, M. M., & Parvez, N. (2009). Impact of service quality, trust, and customer satisfaction on customers loyalty. ABAC Journal, 29(1).
Akinyele, S. T., & Olorunleke, K. (2010). Technology and service quality in the banking industry: An empirical study of various factors in electronic banking services. International Business Management, 4(4), 209-221.
Al-alak, B. A. (2014). Impact of marketing activities on relationship quality in the Malaysian banking sector. Journal of Retailing and consumer Services, 21(3), 347-356.
Al-Alaq, B. (2004). Electronic services between theory and practice. Cairo, Egypt: Arabic Nile.
AlHawari, Toahir, J., & Abdul Jalil (2012). Trying to measure customer satisfaction on the quality of the online services using the NetQual scale. Enterprise Performance Magazine, 2, 97-106.
Al-Hawary, S. I. S., & Al-Smeran, W. F. (2016). Impact of electronic service quality on customers satisfaction of Islamic banks in Jordan. International Journal of Academic Research in Accounting, Finance and Management Sciences, 7(1), 170-188.
Al-Momani, K., Noor, M., & Azila, N. (2009). E-service quality, ease of use, usability and enjoyment as antecedents of e-CRM performance: an empirical investigation in Jordan mobile phone services. The Asian Journal of Technology Management, 2(2), 50-64.
Baker, T. L., Simpson, P. M., & Siguaw, J. A. (1999). The impact of suppliers’ perceptions of reseller market orientation on key relationship constructs. Journal of the Academy of Marketing Science, 27(1), 50-57.
Barnes, S. J., &Vidgen, R. T. (2002). An integrative approach to the assessment of e-commerce quality. Journal of Elec-tronic Commerce Resources, 3(3), 114-127.
Baruch, Y., & Holtom, B. C. (2008). Survey response rate levels and trends in organizational research. Human rela-tions, 61(8), 1139-1160.
Bejou, D., Wray, B., & Ingram, T. N. (1996). Determinants of relationship quality: an artificial neural network analy-sis. Journal of Business Research, 36(2), 137-143.
Berezan, O., Yoo, M., & Christodoulidou, N. (2016). The impact of communication channels on communication style and information quality for hotel loyalty programs. Journal of Hospitality and Tourism Technology.
Blut, M. (2016). E-service quality: development of a hierarchical model. Journal of Retailing, 92(4), 500-517.
Boyer, K. K., Hallowell, R., & Roth, A. V. (2002). E‐services: operating strategy—a case study and a method for analyz-ing operational benefits. Journal of Operations Management, 20(2), 175-188.
Bressolles, G., & Durrieu, F. (2008, July). Segmenting Online Customers Based on Electronic Service Quality Dimen-sions: An Application to Wine Websites. In 4th International Conference of the Academy of Wine Business Re-search (pp. 1-17).
Brodie, R. J., Ilic, A., Juric, B., & Hollebeek, L. (2013). Consumer engagement in a virtual brand community: An explora-tory analysis. Journal of Business Research, 66(1), 105-114.
Canevello, A., & Crocker, J. (2010). Creating good relationships: responsiveness, relationship quality, and interpersonal goals. Journal of Personality and Social Psychology, 99(1), 78.
Chang, H. H., Wang, Y. H., & Yang, W. Y. (2009). The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value. Total Quality Management, 20(4), 423-443.
Christophersen, T., & Konradt, U. (2012). Development and validation of a formative and a reflective measure for the as-sessment of online store usability. Behaviour & Information Technology, 31(9), 839-857.
Crosby, L. A., Evans, K. R., & Cowles, D. (1990). Relationship quality in services selling: an interpersonal influence per-spective. Journal of Marketing, 54(3), 68-81.
Deraz, H. (2019). Customers satisfaction in Internet banking: A Review (2008–2017). In 17th International Conference e-Society 2019 (pp. 03-13). IADIS Press.
Ernest III, J., Wilson, E. J., & Wilson III III, E. J. (2004). The information revolution and developing countries. MIT press.
Fadeleh, S. (2010). The impact of marketing on the quality of banking services' case study of some banks in Algeria. Un-published master thesis, University Montwedi, Constantine, Algeria.
Firend, A. R., & Abadi, M. F. (2014). Impact of service quality, trust and perceived value on customer loyalty in Malaysia services industries. Procedia-Social and Behavioral Sciences, 164, 298-304.
Fassnacht, M., & Koese, I. (2006). Quality of electronic services: conceptualizing and testing a hierarchical mod-el. Journal of Service Research, 9(1), 19-37.
Gera, R. (2011). Modelling e‐service quality and its consequences in India: an SEM approach. Journal of Research in In-teractive Marketing, 5(2/3), 203-225.
Gerrard, P., & Cunningham, J. B. (2003). The diffusion of internet banking among Singapore consumers. International Journal of Bank Marketing, 21(1), 16–28
Geyskens, I., Steenkamp, J. B. E., Scheer, L. K., & Kumar, N. (1996). The effects of trust and interdependence on relation-ship commitment: A trans-Atlantic study. International Journal of Research in Marketing, 13(4), 303.
Gorla, N., Somers, T. M., & Wong, B. (2010). Organizational impact of system quality, information quality, and service quality. The Journal of Strategic Information Systems, 19(3), 207-228.
Gratzer, M., Werthner, H., & Winiwarter, W. (2004). Electronic business in tourism. International Journal of Electronic Business, 2(5), 450-459.
Grönroos, C. (2000). Creating a relationship dialogue: communication, interaction and value. The Marketing Review, 1(1), 5-14.
Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., & Thiele, K. O. (2017). Mirror, mirror on the wall: a comparative evaluation of composite-based structural equation modeling methods. Journal of the Academy of Marketing Sci-ence, 45(5), 616-632.
Hassan, M., Hassan, S., Nawaz, M. S., & Aksel, I. (2013). Measuring customer satisfaction and loyalty through service fairness, service quality and price fairness perception: an empirical study of Pakistan Mobile telecommunication sec-tor. Science International, 25(4), 971-980.
Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002). Understanding relationship marketing outcomes: an integra-tion of relational benefits and relationship quality. Journal of Service Research, 4(3), 230-247.
Hoyle, R. H. (Ed.). (2012). Handbook of structural equation modeling. Guilford press.
Huang, E., & Liu, C. C. (2010). A study on trust building and its derived value in C2C e-commerce. Journal of Global Business Management, 6(1), 1.
Hui, T. K., Wan, D., & Ho, A. (2007). Tourists’ satisfaction, recommendation and revisiting Singapore. Tourism manage-ment, 28(4), 965-975.
Iivari, J. (2005). An empirical test of the DeLone-McLean model of information system success. ACM SIGMIS Database: the DATABASE for Advances in Information Systems, 36(2), 8-27.
Iliachenko, E. (2006). Electronic service quality (e-SQ) in tourism: development of a scale for the assessment of e-SQ of tourism websites (Doctoral dissertation, Luleå tekniska universitet).
James, G., Witten, D., Hastie, T., & Tibshirani, R. (2013). An introduction to statistical learning (Vol. 112, pp. 3-7). New York: springer.
Javadi, P. (2012). Impact of E-service quality on sustaining competitive Advantage for Iranian IT firms. Unpublished mas-ter thesis, Lulea University of Technology.
Kim, J. (2010). Analyzing College Students' Online Shopping Behavior through Attitude and Intention. International Journal of Interdisciplinary Social Sciences, 5(3).
Kim, J. O., Ahtola, O., Spector, P. E., & Mueller, C. W. (1978). Introduction to factor analysis: What it is and how to do it (No. 13). Sage.
Lake, K., & Hickey, J. (2002). Service quality: A qualitative assessment. Journal of Marketing, 56, 55-68.
Liang, C. J., & Chen, H. J. (2009). A study of the impacts of website quality on customer relationship performance. Total Quality Management, 20(9), 971-988.
Mahadin, B., Akroush, M. N., & Bata, H. (2020). The effects of tourism websites' attributes on e-satisfaction and e-loyalty: a case of American travellers' to Jordan. International Journal of Web Based Communities, 16(1), 4-33.
Mahmood, F. (2013). Impact of Information Technology Usage by Banks on Customer Satisfaction in Banking Sector of Pakistan. Management and Administrative Sciences Review, 2(2), 221-232.
Moorman, C., Zaltman, G., & Deshpande, R. (1992). Relationships between providers and users of market research: The dynamics of trust within and between organizations. Journal of Marketing Research, 29(3), 314-328.
Moreira, A. C., & Silva, P. M. (2015). The trust-commitment challenge in service quality-loyalty relation-ships. International Journal of Health Care Quality Assurance.
Munusamy, J., Chelliah, S., & Mun, H. W. (2010). Service quality delivery and its impact on customer satisfaction in the banking sector in Malaysia. International Journal of Innovation, Management and Technology, 1(4), 398.
Oliver, R. L. (1999). Whence consumer loyalty?. Journal of marketing, 63(4_suppl1), 33-44.
Othman, M. (2010). Jordan’s Tourism Strategy: Double Income By 2010. Islamic Tourism.
Ou, W. M., Shih, C. M., Chen, C. Y., & Wang, K. C. (2011). Relationships among customer loyalty programs, service quality, relationship quality and loyalty. Chinese Management Studies.
Oraedu, C. (2019). Structural Equation Test of Service Quality Dimensions on the Relationship Quality Construct: Evi-dence from an Emerging Telecom Market. Journal of Relationship Marketing, 18(2), 146-171.
Palmer, A. (2005). Principles of Services marketing. (4th ed.). McGraw-Hill.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
Parasuraman, A., Zeithaml, V.A., & Malhotra, A. (2005). ESQual: A multiple item scale for assessing electronic service quality. Journal of Service Research, 7(3),1-21.
Parasuraman, A., Zethamel, V.A and Molhotra, A. (2005). A Conceptual model of service quality and its implication for future research. Journal of Marketing, 49(4), 41-50.
Praeg, C. P. (Ed.). (2010). Quality Management for IT Services: Perspectives on Business and Process Performance: Per-spectives on Business and Process Performance. IGI Global.
Qewar, A. (2019,January 20). Tourism challenges 2019.Alghad news. Retrieved from https://alghad.com/.
Ringle, C. M., Sarstedt, M., Mitchell, R., & Gudergan, S. P. (2018). Partial least squares structural equation modeling in HRM research. The International Journal of Human Resource Management, 1-27.
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690.
Rowley, J. (2006). An analysis of the e‐service literature: towards a research agenda. Internet research.
Rust, R. T., & Lemon, K. N. (2001). E-service and the consumer. International journal of electronic commerce, 5(3), 85-101.
Santos, J. (2003). E‐service quality: a model of virtual service quality dimensions. Managing Service Quality: An Interna-tional Journal.
Sari, N. (2018). influence the quality of information, system quality. and quality of service to customer loyalty through the trust of lazada onliine store customers. JURNAL EKOBIS DEWANTARA, 1(1), 104-111.
Shankar, V., Smith, A. K., & Rangaswamy, A. (2003). Customer satisfaction and loyalty in online and offline environ-ments. International Journal of Research in Marketing, 20(2), 153-175.
Sheng, T., & Liu, C. (2010). An empirical study on the effect of e‐service quality on online customer satisfaction and loy-alty. Nankai business review international.
Smith, J. B. (1998). Buyer–seller relationships: similarity, relationship management, and quality. Psychology & Market-ing, 15(1), 3-21.
Sotirchos, E. S., Fitzgerald, K. C., & Crainiceanu, C. M. (2019). Reporting of R2 statistics for mixed-effects regres-sion Models. JAMA Neurology, 76(4), 507-507.
Sung, Y. H., Liu, S. H., Liao, H. L., & Liu, C. M. (2009). Service quality between e-government users and administra-tors. I-WAYS, Digest of Electronic Commerce Policy and Regulation, 32(4), 241-248.
Surjadjaja, H., Ghosh, S., & Antony, J. (2003). Determining and assessing the determinants of e‐service opera-tions. Managing Service Quality: An International Journal.
Swaid, S. I., & Wigand, R. T. (2009). Measuring the quality of e-service: Scale development and initial valida-tion. Journal of Electronic Commerce Research, 10(1), 13-28.
Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: dimensionalizing, measuring and predicting etail quality. Journal of re-tailing, 79(3), 183-198.
Wray, B., Palmer, A., & Bejou, D. (1994). Using neural network analysis to evaluate buyer‐seller relationships. European journal of Marketing.
Wu, J. J., Chen, Y. H., & Chung, Y. S. (2010). Trust factors influencing virtual community members: A study of transac-tion communities. Journal of Business Research, 63(9-10), 1025-1032.
Yang, Z., Jun, M., & Peterson, R. T. (2004). Measuring customer perceived online service quality. International Journal of Operations & Production Management.
Yoo, B., & Donthu, N. (2001). Developing a scale to measure the perceived quality of an Internet shopping site (SITE-QUAL). Quarterly Journal of Electronic Commerce, 2(1), 31-45.
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2000). A conceptual framework for understanding e-service quality: implications for future research and managerial practice. Marketing Science Institute.
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2000). E-service quality: definition, dimensions and conceptual mod-el. Marketing Science Institute, Cambridge, MA, working paper.
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: a critical review of extant knowledge. Journal of the academy of marketing science, 30(4), 362-375.
Zhang, Y., Fang, Y., Wei, K. K., Ramsey, E., McCole, P., & Chen, H. (2011). Repurchase intention in B2C e-commerce—A relationship quality perspective. Information & Management, 48(6), 192-200.
Akinyele, S. T., & Olorunleke, K. (2010). Technology and service quality in the banking industry: An empirical study of various factors in electronic banking services. International Business Management, 4(4), 209-221.
Al-alak, B. A. (2014). Impact of marketing activities on relationship quality in the Malaysian banking sector. Journal of Retailing and consumer Services, 21(3), 347-356.
Al-Alaq, B. (2004). Electronic services between theory and practice. Cairo, Egypt: Arabic Nile.
AlHawari, Toahir, J., & Abdul Jalil (2012). Trying to measure customer satisfaction on the quality of the online services using the NetQual scale. Enterprise Performance Magazine, 2, 97-106.
Al-Hawary, S. I. S., & Al-Smeran, W. F. (2016). Impact of electronic service quality on customers satisfaction of Islamic banks in Jordan. International Journal of Academic Research in Accounting, Finance and Management Sciences, 7(1), 170-188.
Al-Momani, K., Noor, M., & Azila, N. (2009). E-service quality, ease of use, usability and enjoyment as antecedents of e-CRM performance: an empirical investigation in Jordan mobile phone services. The Asian Journal of Technology Management, 2(2), 50-64.
Baker, T. L., Simpson, P. M., & Siguaw, J. A. (1999). The impact of suppliers’ perceptions of reseller market orientation on key relationship constructs. Journal of the Academy of Marketing Science, 27(1), 50-57.
Barnes, S. J., &Vidgen, R. T. (2002). An integrative approach to the assessment of e-commerce quality. Journal of Elec-tronic Commerce Resources, 3(3), 114-127.
Baruch, Y., & Holtom, B. C. (2008). Survey response rate levels and trends in organizational research. Human rela-tions, 61(8), 1139-1160.
Bejou, D., Wray, B., & Ingram, T. N. (1996). Determinants of relationship quality: an artificial neural network analy-sis. Journal of Business Research, 36(2), 137-143.
Berezan, O., Yoo, M., & Christodoulidou, N. (2016). The impact of communication channels on communication style and information quality for hotel loyalty programs. Journal of Hospitality and Tourism Technology.
Blut, M. (2016). E-service quality: development of a hierarchical model. Journal of Retailing, 92(4), 500-517.
Boyer, K. K., Hallowell, R., & Roth, A. V. (2002). E‐services: operating strategy—a case study and a method for analyz-ing operational benefits. Journal of Operations Management, 20(2), 175-188.
Bressolles, G., & Durrieu, F. (2008, July). Segmenting Online Customers Based on Electronic Service Quality Dimen-sions: An Application to Wine Websites. In 4th International Conference of the Academy of Wine Business Re-search (pp. 1-17).
Brodie, R. J., Ilic, A., Juric, B., & Hollebeek, L. (2013). Consumer engagement in a virtual brand community: An explora-tory analysis. Journal of Business Research, 66(1), 105-114.
Canevello, A., & Crocker, J. (2010). Creating good relationships: responsiveness, relationship quality, and interpersonal goals. Journal of Personality and Social Psychology, 99(1), 78.
Chang, H. H., Wang, Y. H., & Yang, W. Y. (2009). The impact of e-service quality, customer satisfaction and loyalty on e-marketing: Moderating effect of perceived value. Total Quality Management, 20(4), 423-443.
Christophersen, T., & Konradt, U. (2012). Development and validation of a formative and a reflective measure for the as-sessment of online store usability. Behaviour & Information Technology, 31(9), 839-857.
Crosby, L. A., Evans, K. R., & Cowles, D. (1990). Relationship quality in services selling: an interpersonal influence per-spective. Journal of Marketing, 54(3), 68-81.
Deraz, H. (2019). Customers satisfaction in Internet banking: A Review (2008–2017). In 17th International Conference e-Society 2019 (pp. 03-13). IADIS Press.
Ernest III, J., Wilson, E. J., & Wilson III III, E. J. (2004). The information revolution and developing countries. MIT press.
Fadeleh, S. (2010). The impact of marketing on the quality of banking services' case study of some banks in Algeria. Un-published master thesis, University Montwedi, Constantine, Algeria.
Firend, A. R., & Abadi, M. F. (2014). Impact of service quality, trust and perceived value on customer loyalty in Malaysia services industries. Procedia-Social and Behavioral Sciences, 164, 298-304.
Fassnacht, M., & Koese, I. (2006). Quality of electronic services: conceptualizing and testing a hierarchical mod-el. Journal of Service Research, 9(1), 19-37.
Gera, R. (2011). Modelling e‐service quality and its consequences in India: an SEM approach. Journal of Research in In-teractive Marketing, 5(2/3), 203-225.
Gerrard, P., & Cunningham, J. B. (2003). The diffusion of internet banking among Singapore consumers. International Journal of Bank Marketing, 21(1), 16–28
Geyskens, I., Steenkamp, J. B. E., Scheer, L. K., & Kumar, N. (1996). The effects of trust and interdependence on relation-ship commitment: A trans-Atlantic study. International Journal of Research in Marketing, 13(4), 303.
Gorla, N., Somers, T. M., & Wong, B. (2010). Organizational impact of system quality, information quality, and service quality. The Journal of Strategic Information Systems, 19(3), 207-228.
Gratzer, M., Werthner, H., & Winiwarter, W. (2004). Electronic business in tourism. International Journal of Electronic Business, 2(5), 450-459.
Grönroos, C. (2000). Creating a relationship dialogue: communication, interaction and value. The Marketing Review, 1(1), 5-14.
Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., & Thiele, K. O. (2017). Mirror, mirror on the wall: a comparative evaluation of composite-based structural equation modeling methods. Journal of the Academy of Marketing Sci-ence, 45(5), 616-632.
Hassan, M., Hassan, S., Nawaz, M. S., & Aksel, I. (2013). Measuring customer satisfaction and loyalty through service fairness, service quality and price fairness perception: an empirical study of Pakistan Mobile telecommunication sec-tor. Science International, 25(4), 971-980.
Hennig-Thurau, T., Gwinner, K. P., & Gremler, D. D. (2002). Understanding relationship marketing outcomes: an integra-tion of relational benefits and relationship quality. Journal of Service Research, 4(3), 230-247.
Hoyle, R. H. (Ed.). (2012). Handbook of structural equation modeling. Guilford press.
Huang, E., & Liu, C. C. (2010). A study on trust building and its derived value in C2C e-commerce. Journal of Global Business Management, 6(1), 1.
Hui, T. K., Wan, D., & Ho, A. (2007). Tourists’ satisfaction, recommendation and revisiting Singapore. Tourism manage-ment, 28(4), 965-975.
Iivari, J. (2005). An empirical test of the DeLone-McLean model of information system success. ACM SIGMIS Database: the DATABASE for Advances in Information Systems, 36(2), 8-27.
Iliachenko, E. (2006). Electronic service quality (e-SQ) in tourism: development of a scale for the assessment of e-SQ of tourism websites (Doctoral dissertation, Luleå tekniska universitet).
James, G., Witten, D., Hastie, T., & Tibshirani, R. (2013). An introduction to statistical learning (Vol. 112, pp. 3-7). New York: springer.
Javadi, P. (2012). Impact of E-service quality on sustaining competitive Advantage for Iranian IT firms. Unpublished mas-ter thesis, Lulea University of Technology.
Kim, J. (2010). Analyzing College Students' Online Shopping Behavior through Attitude and Intention. International Journal of Interdisciplinary Social Sciences, 5(3).
Kim, J. O., Ahtola, O., Spector, P. E., & Mueller, C. W. (1978). Introduction to factor analysis: What it is and how to do it (No. 13). Sage.
Lake, K., & Hickey, J. (2002). Service quality: A qualitative assessment. Journal of Marketing, 56, 55-68.
Liang, C. J., & Chen, H. J. (2009). A study of the impacts of website quality on customer relationship performance. Total Quality Management, 20(9), 971-988.
Mahadin, B., Akroush, M. N., & Bata, H. (2020). The effects of tourism websites' attributes on e-satisfaction and e-loyalty: a case of American travellers' to Jordan. International Journal of Web Based Communities, 16(1), 4-33.
Mahmood, F. (2013). Impact of Information Technology Usage by Banks on Customer Satisfaction in Banking Sector of Pakistan. Management and Administrative Sciences Review, 2(2), 221-232.
Moorman, C., Zaltman, G., & Deshpande, R. (1992). Relationships between providers and users of market research: The dynamics of trust within and between organizations. Journal of Marketing Research, 29(3), 314-328.
Moreira, A. C., & Silva, P. M. (2015). The trust-commitment challenge in service quality-loyalty relation-ships. International Journal of Health Care Quality Assurance.
Munusamy, J., Chelliah, S., & Mun, H. W. (2010). Service quality delivery and its impact on customer satisfaction in the banking sector in Malaysia. International Journal of Innovation, Management and Technology, 1(4), 398.
Oliver, R. L. (1999). Whence consumer loyalty?. Journal of marketing, 63(4_suppl1), 33-44.
Othman, M. (2010). Jordan’s Tourism Strategy: Double Income By 2010. Islamic Tourism.
Ou, W. M., Shih, C. M., Chen, C. Y., & Wang, K. C. (2011). Relationships among customer loyalty programs, service quality, relationship quality and loyalty. Chinese Management Studies.
Oraedu, C. (2019). Structural Equation Test of Service Quality Dimensions on the Relationship Quality Construct: Evi-dence from an Emerging Telecom Market. Journal of Relationship Marketing, 18(2), 146-171.
Palmer, A. (2005). Principles of Services marketing. (4th ed.). McGraw-Hill.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A conceptual model of service quality and its implications for future research. Journal of Marketing, 49(4), 41-50.
Parasuraman, A., Zeithaml, V.A., & Malhotra, A. (2005). ESQual: A multiple item scale for assessing electronic service quality. Journal of Service Research, 7(3),1-21.
Parasuraman, A., Zethamel, V.A and Molhotra, A. (2005). A Conceptual model of service quality and its implication for future research. Journal of Marketing, 49(4), 41-50.
Praeg, C. P. (Ed.). (2010). Quality Management for IT Services: Perspectives on Business and Process Performance: Per-spectives on Business and Process Performance. IGI Global.
Qewar, A. (2019,January 20). Tourism challenges 2019.Alghad news. Retrieved from https://alghad.com/.
Ringle, C. M., Sarstedt, M., Mitchell, R., & Gudergan, S. P. (2018). Partial least squares structural equation modeling in HRM research. The International Journal of Human Resource Management, 1-27.
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690.
Rowley, J. (2006). An analysis of the e‐service literature: towards a research agenda. Internet research.
Rust, R. T., & Lemon, K. N. (2001). E-service and the consumer. International journal of electronic commerce, 5(3), 85-101.
Santos, J. (2003). E‐service quality: a model of virtual service quality dimensions. Managing Service Quality: An Interna-tional Journal.
Sari, N. (2018). influence the quality of information, system quality. and quality of service to customer loyalty through the trust of lazada onliine store customers. JURNAL EKOBIS DEWANTARA, 1(1), 104-111.
Shankar, V., Smith, A. K., & Rangaswamy, A. (2003). Customer satisfaction and loyalty in online and offline environ-ments. International Journal of Research in Marketing, 20(2), 153-175.
Sheng, T., & Liu, C. (2010). An empirical study on the effect of e‐service quality on online customer satisfaction and loy-alty. Nankai business review international.
Smith, J. B. (1998). Buyer–seller relationships: similarity, relationship management, and quality. Psychology & Market-ing, 15(1), 3-21.
Sotirchos, E. S., Fitzgerald, K. C., & Crainiceanu, C. M. (2019). Reporting of R2 statistics for mixed-effects regres-sion Models. JAMA Neurology, 76(4), 507-507.
Sung, Y. H., Liu, S. H., Liao, H. L., & Liu, C. M. (2009). Service quality between e-government users and administra-tors. I-WAYS, Digest of Electronic Commerce Policy and Regulation, 32(4), 241-248.
Surjadjaja, H., Ghosh, S., & Antony, J. (2003). Determining and assessing the determinants of e‐service opera-tions. Managing Service Quality: An International Journal.
Swaid, S. I., & Wigand, R. T. (2009). Measuring the quality of e-service: Scale development and initial valida-tion. Journal of Electronic Commerce Research, 10(1), 13-28.
Wolfinbarger, M., & Gilly, M. C. (2003). eTailQ: dimensionalizing, measuring and predicting etail quality. Journal of re-tailing, 79(3), 183-198.
Wray, B., Palmer, A., & Bejou, D. (1994). Using neural network analysis to evaluate buyer‐seller relationships. European journal of Marketing.
Wu, J. J., Chen, Y. H., & Chung, Y. S. (2010). Trust factors influencing virtual community members: A study of transac-tion communities. Journal of Business Research, 63(9-10), 1025-1032.
Yang, Z., Jun, M., & Peterson, R. T. (2004). Measuring customer perceived online service quality. International Journal of Operations & Production Management.
Yoo, B., & Donthu, N. (2001). Developing a scale to measure the perceived quality of an Internet shopping site (SITE-QUAL). Quarterly Journal of Electronic Commerce, 2(1), 31-45.
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2000). A conceptual framework for understanding e-service quality: implications for future research and managerial practice. Marketing Science Institute.
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2000). E-service quality: definition, dimensions and conceptual mod-el. Marketing Science Institute, Cambridge, MA, working paper.
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: a critical review of extant knowledge. Journal of the academy of marketing science, 30(4), 362-375.
Zhang, Y., Fang, Y., Wei, K. K., Ramsey, E., McCole, P., & Chen, H. (2011). Repurchase intention in B2C e-commerce—A relationship quality perspective. Information & Management, 48(6), 192-200.