How to cite this paper
Qaemi, V. (2012). Surveying the impact of satisfaction and e-reliability on customers' loyalty in e-purchase process: a case in Pars Khodro co.Management Science Letters , 2(6), 2103-2112.
Refrences
Asim, M., & Hashmi, Y.)2005(. E-Loyalty: Companies Secret Weapon on the Web. Master’s Thesis, Lulea University of Technology.
Anderson, R. E., & Srinivasan, S.S. (2003). E-satisfaction and e-loyalty: a contingency framework. Psychology & Marketing, 20(2), 123–138.
Andreassen, T.W., & Lindestad, B. (1998). Customer loyalty and complex services: the impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise. International Journal of Service Industry Management, 9(1), 7-23.
Bai, B., Law, R. & Wen, I. (2008). The impact of website quality on customer satisfaction and purchase intentions: Evidence from Chinese online visitors. International Journal of Hospitality Management, 27, 391-402.
Bansal, H., MacDougal, G., Dikolli, S., & Sedatole, K. (2004). Relating e-satisfaction to behavioral outcomes: an empirical study. Journal of Service Marketing, 18 (4), 290-302.
Brinck, T. Gergle, D., & Wood, S. (1998). Website design from the trenches. Tutorial at CHI 98 - Human Factors in Computing Systems, Los Angeles.
Bolton, R. N., & Drew, J.H. (1991). Linking Customer Satisfaction To Service Operations and Outcomes, Service Quality: New Directions in Theory and Practice, 1994, Chapter 8, Newbury Park, CA: Sage Publications, Inc., 173-200
Buttle, F., & Burton, J. (2002). Does service failure influence customer loyalty?. Journal of Consumer Behavior, 1(3), 217-27.
Corbitt, B.J., Thanasankit, T., & Yi, H. (2003). Trust and e-commerce: an study of consumer perceptions. Electronic Commerce Research and Applications. 22, 203-215.
Clark, P. (2007). The six key factors that influence customer loyalty. 98-105.
Dick, A. & Basu, K. (1994). Customer loyalty: an integrated conceptual framework. Journal of Academy of Marketing Science, 22, 99-113.
Dodds, W.B., Monroe, K.B., & Grewal, D. (1991). Effects of price, brand, and store information on buyer’s product evaluations. Journal of Marketing Research, 28(3), 307-319.
Donio, J., Massari P., & Passiante, G. (2006). Customer satisfaction and loyalty in a digital environment: an empirical test. Journal of Consumer Marketing, 23(7), 445-457.
Eppie, Y. (2007). Factors Affecting Customer Retention in Internet Banking among Hong Kong Professionals and Business Practitioners. Doctoral Dissertation. Newcastle: University of Newcastle.
Flavian, C., Guinaliu, M., & Gurrea, R. (2006). The role played by perceived usability, satisfaction and consumer trust on website loyalty. Information & Management, 43(1), 1-14.
Fornell, C. & Wernerfelt, B. (1987). Defensive marketing strategy by customer compliant management. Journal of Marketing Research, 24, 337-346.
Ganesh, J., Arnold, M. J. & Reynolds, K. E. (2000). Understanding the customer base of service providers: An Examination of the differences between switchers and stayers. Journal of Marketing, 64(3), 65-87.
Gazor, H., Nemati, N., Ehsani, A., & Nazari Ameleh, K. (2012). Analyzing effects of service encounter quality on customer satisfaction in banking industry. Management Science Letters, 2(3), 859-868.
Gefen, D., & Straub, D.W. (2004). Consumer trust in B2C e-Commerce and the importance of social presence: experiments in e-Products and e-Services. The International Journal of Management Science, 32, 407-424.
Gefen, D. (2002). Reflections on the dimensions of trust and trustworthiness among online consumers. ACM Special Interest Group on Management Information System, 33, 38-53.
Goodwin, C. (1991). Privacy: Recognition of a consumer right. Journal of Public Policy & Marketing, 10, 149-166.
Gummerus, J., Liljander, V., Pura, M. & Van Reil, A. (2004). Customer loyalty to content-based websites: the case of an online health-care service. Journal of Service Marketing, 18(3), 175-186.
Guptaa, A., Bo-chiuan, S., Zhiping, W. (2004) Risk profile and consumer shopping behavior in electronic and traditional channels. Decision Support Systems, 38, 347– 367
Gommans, M., Krish, S. K., & Katrin, B. S. (2001). From brand loyalty to eloyalty: A conceptual framework. Journal of Economic and Social Research, 3(1), 43-58
Lee, G.G., & Lin, H.F. ( 2005). Impact of organizational learning and knowledge management factors on e-business adoption. Management Decision, 43(2), 171-188.
Gustafsson, A., Johnson, M., & Roos, I. (2005). The effects of consumer satisfaction, relationship commitment dimensions, and triggers on consumer retention. Journal of Marketing, 69(4), 210-8.
Hui, K-L., Teo, H.H., & Lee, S-Y.T. (2007). The value of privacy assurance: an exploratory field experiment. MIS Quarterly, 31 (1), 19–33.
Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study. International Journal of Service Industry Management, 7(4), 27-42.
Harris, L., & Goode, M. (2004). The four levels of loyalty and the pivotal role of trust: a study of online service dynamics. Journal of Retailing 80, 139–158.
Hoffman, D.L., Novak, T.P., & Peltra, M. (1999). Building customer trust online. Communications of the ACM, 42(4), 80–85.
Jun, X., & Bin, L. )2005(. An empirical study of customer loyalty of the telecommunication industry in China. Communications of the ACM, 15–17.
Javalgi, R.G., Radulovich, L.P., Pendleton, G., & Scherer, R.F. (2005). Sustainable competitive advantage of internet firms: a strategic framework and implications for global marketers. International Marketing Review, 22(6), 658-672.
Jungwon, L., Jinwoo, K., & Jae, Y. M. (2000). What makes internet users visit cyber stores again? Key design factors for customer loyalty. Communications of the ACM, 1-58.
Jiang, P. & Rosenbloom, B. (2004). Customer intention to return online: price perception, attribute-level performance, and satisfaction unfolding over time. European Journal of Marketing, 39(1/2), 150-174.
Kim, E.(2003). Factors impacting customers trust in E-business: An empirical study of customers initial trust in E-business. A Dissertation for the Doctor of Philosophy Degree. Southern Illionois University.
Kim, J., Jin, B. & Swinney, J. (2009). The role of etail quality, e-satisfaction and e-trust in online loyalty development process. Journal of Retailing and Consumer services, 16(5), 1-9.
Lee, M.K.O., & Turban, E. (2001). A trust model for consumer internet shopping. International Journal of Electronic Commerce, 6(1), 75-91.
Lee, G. & Lin, H. (2005). Customer perceptions of e-service quality in online shopping. International Journal of Retail and Distribution Management, 33(2), 161-176.
Montoya-Weiss, M.M., Voss, G.B., & Grewal, D. (2003). Determinants of online channel use and overall satisfaction with a relational, multichannel service provider. Academy of Marketing Science, 31(4), 448-458.
McNeal, R.B.Jr. (1999). Parental involvement as social capital: Differential effectiveness on science achievement, truancy, and dropping out. Social Forces, 78, 117-144.
Morgan, R.M., & Hunt, S.D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58, 20-38.
Hill, N. & Alexander, J. (2000). Handbook of Customer Satisfaction and Loyalty Measure. Gower Publishing Company.
Nemati, B., Gazor, H., MirAshrafi, S. N., Nazari Amele, K. (2012), Analyzing E-service quality in service-based website by E-SERVQUAL, Management Science Letters, 2(2), 727-734.
Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63, 33-44.
Parasuraman, A., Zeithaml, V.A., & Malhotra, A. (2005). E-S-QUAL: a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213-33.
Park, C-H., & Kim, Y-G. (2003). Identifying key factors affecting consumer purchase behavior in an online shopping context. International Journal of Retail and Distribution Management, 31(1), 16-29.
Rolph, E. A., & Srini, S. S. (2003). E-Satisfaction and E-Loyalty: A contingency framework. Psychology & Marketing, 20(2), 123-138
de Oliveira, R. C. (2007). Evidences from link between quality and loyalty in eservice: an empirical study. Revista Eletrônica Sistemas & Gest?o, 2 (1), 1-15.
Reichheld, F.F. & Sasser, E.W. (1990). Zero defections: quality comes to services. Harvard Business Review, 14, 495-507.
Rust, R.T. & Zahorik, A.J. (1993). Customer satisfaction, customer retention and market share. Journal of Retailing, 69(2), 193-215.
Sarv, D., Ming, F., Rajiv, K. (2003). E-Loyalty—Elusive Ideal or Competitive Edge?. Communications of The ACM, 46(9), 184-191
Sirdeshmukh, D., Singh, J., Sabol, B. (2002). Consumer trust, value, and loyalty in relational exchanges. Journal of Marketing, 66(1), 15-37.
Shanker, V., Smith, A.K. & Rangaswamy, A. (2003). Customer satisfaction and loyalty in online and offline environments. International Journal of Research in Marketing, 20, 153-175.
Segares, A.H. (1997). Assessing the unidimensionality of measurement: A paradigm and illustration within the context of information system research. Omega, 25, 107-121.
Srinivasan, S.S., Anderson, R., & Ponnavolu, K. (2002). Customer loyalty in e-commerce: an exploration of its antecedents and consequences. Journal of Retailing, 78(1), 41-50.
Van Riel, A., Liljander, V., & Jurriens, P. (2001). Exploring consumer evaluations of e-services: a portal site. International Journal of Service Industry Management, 12(3/4). 359-377.
Verhoef, P.C., Francis, P.H., & Hoekstra, J.C. (2002). The effect of relational constructs on customer referrals and number of services purchased from multiservice provider: does age of relationship. Journal of the Academy of Marketing Science, 30(3), 202-216.
Wolfinberger, M. & Gilly, M.C. (2003). e-TailQ: dimensionalizing, measuring and predicting etail quality. Journal of Retailing, 79, 183-198.
Yang, X., Ahmed, Z., Morry, G., Boon, G., Mei, T., & Hwa, L. (2003). Consumer Preferences for commercial Web site design: an Asia-Pacific perspective. Journal of Consumer Marketing, 20, 10-27.
Yazdanpanah, A.A., & Gazor, H. (2012). Detecting success factors of electronic customer relationship management (e_CRM) system to establish an appropriate model in police call Centre of Iran, Management Science Letters, 2(1), 339-350.
Yang, Z., & Peterson, R.T. (2004), Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology & Marketing, 21(10), 799–822.
Anderson, R. E., & Srinivasan, S.S. (2003). E-satisfaction and e-loyalty: a contingency framework. Psychology & Marketing, 20(2), 123–138.
Andreassen, T.W., & Lindestad, B. (1998). Customer loyalty and complex services: the impact of corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise. International Journal of Service Industry Management, 9(1), 7-23.
Bai, B., Law, R. & Wen, I. (2008). The impact of website quality on customer satisfaction and purchase intentions: Evidence from Chinese online visitors. International Journal of Hospitality Management, 27, 391-402.
Bansal, H., MacDougal, G., Dikolli, S., & Sedatole, K. (2004). Relating e-satisfaction to behavioral outcomes: an empirical study. Journal of Service Marketing, 18 (4), 290-302.
Brinck, T. Gergle, D., & Wood, S. (1998). Website design from the trenches. Tutorial at CHI 98 - Human Factors in Computing Systems, Los Angeles.
Bolton, R. N., & Drew, J.H. (1991). Linking Customer Satisfaction To Service Operations and Outcomes, Service Quality: New Directions in Theory and Practice, 1994, Chapter 8, Newbury Park, CA: Sage Publications, Inc., 173-200
Buttle, F., & Burton, J. (2002). Does service failure influence customer loyalty?. Journal of Consumer Behavior, 1(3), 217-27.
Corbitt, B.J., Thanasankit, T., & Yi, H. (2003). Trust and e-commerce: an study of consumer perceptions. Electronic Commerce Research and Applications. 22, 203-215.
Clark, P. (2007). The six key factors that influence customer loyalty. 98-105.
Dick, A. & Basu, K. (1994). Customer loyalty: an integrated conceptual framework. Journal of Academy of Marketing Science, 22, 99-113.
Dodds, W.B., Monroe, K.B., & Grewal, D. (1991). Effects of price, brand, and store information on buyer’s product evaluations. Journal of Marketing Research, 28(3), 307-319.
Donio, J., Massari P., & Passiante, G. (2006). Customer satisfaction and loyalty in a digital environment: an empirical test. Journal of Consumer Marketing, 23(7), 445-457.
Eppie, Y. (2007). Factors Affecting Customer Retention in Internet Banking among Hong Kong Professionals and Business Practitioners. Doctoral Dissertation. Newcastle: University of Newcastle.
Flavian, C., Guinaliu, M., & Gurrea, R. (2006). The role played by perceived usability, satisfaction and consumer trust on website loyalty. Information & Management, 43(1), 1-14.
Fornell, C. & Wernerfelt, B. (1987). Defensive marketing strategy by customer compliant management. Journal of Marketing Research, 24, 337-346.
Ganesh, J., Arnold, M. J. & Reynolds, K. E. (2000). Understanding the customer base of service providers: An Examination of the differences between switchers and stayers. Journal of Marketing, 64(3), 65-87.
Gazor, H., Nemati, N., Ehsani, A., & Nazari Ameleh, K. (2012). Analyzing effects of service encounter quality on customer satisfaction in banking industry. Management Science Letters, 2(3), 859-868.
Gefen, D., & Straub, D.W. (2004). Consumer trust in B2C e-Commerce and the importance of social presence: experiments in e-Products and e-Services. The International Journal of Management Science, 32, 407-424.
Gefen, D. (2002). Reflections on the dimensions of trust and trustworthiness among online consumers. ACM Special Interest Group on Management Information System, 33, 38-53.
Goodwin, C. (1991). Privacy: Recognition of a consumer right. Journal of Public Policy & Marketing, 10, 149-166.
Gummerus, J., Liljander, V., Pura, M. & Van Reil, A. (2004). Customer loyalty to content-based websites: the case of an online health-care service. Journal of Service Marketing, 18(3), 175-186.
Guptaa, A., Bo-chiuan, S., Zhiping, W. (2004) Risk profile and consumer shopping behavior in electronic and traditional channels. Decision Support Systems, 38, 347– 367
Gommans, M., Krish, S. K., & Katrin, B. S. (2001). From brand loyalty to eloyalty: A conceptual framework. Journal of Economic and Social Research, 3(1), 43-58
Lee, G.G., & Lin, H.F. ( 2005). Impact of organizational learning and knowledge management factors on e-business adoption. Management Decision, 43(2), 171-188.
Gustafsson, A., Johnson, M., & Roos, I. (2005). The effects of consumer satisfaction, relationship commitment dimensions, and triggers on consumer retention. Journal of Marketing, 69(4), 210-8.
Hui, K-L., Teo, H.H., & Lee, S-Y.T. (2007). The value of privacy assurance: an exploratory field experiment. MIS Quarterly, 31 (1), 19–33.
Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study. International Journal of Service Industry Management, 7(4), 27-42.
Harris, L., & Goode, M. (2004). The four levels of loyalty and the pivotal role of trust: a study of online service dynamics. Journal of Retailing 80, 139–158.
Hoffman, D.L., Novak, T.P., & Peltra, M. (1999). Building customer trust online. Communications of the ACM, 42(4), 80–85.
Jun, X., & Bin, L. )2005(. An empirical study of customer loyalty of the telecommunication industry in China. Communications of the ACM, 15–17.
Javalgi, R.G., Radulovich, L.P., Pendleton, G., & Scherer, R.F. (2005). Sustainable competitive advantage of internet firms: a strategic framework and implications for global marketers. International Marketing Review, 22(6), 658-672.
Jungwon, L., Jinwoo, K., & Jae, Y. M. (2000). What makes internet users visit cyber stores again? Key design factors for customer loyalty. Communications of the ACM, 1-58.
Jiang, P. & Rosenbloom, B. (2004). Customer intention to return online: price perception, attribute-level performance, and satisfaction unfolding over time. European Journal of Marketing, 39(1/2), 150-174.
Kim, E.(2003). Factors impacting customers trust in E-business: An empirical study of customers initial trust in E-business. A Dissertation for the Doctor of Philosophy Degree. Southern Illionois University.
Kim, J., Jin, B. & Swinney, J. (2009). The role of etail quality, e-satisfaction and e-trust in online loyalty development process. Journal of Retailing and Consumer services, 16(5), 1-9.
Lee, M.K.O., & Turban, E. (2001). A trust model for consumer internet shopping. International Journal of Electronic Commerce, 6(1), 75-91.
Lee, G. & Lin, H. (2005). Customer perceptions of e-service quality in online shopping. International Journal of Retail and Distribution Management, 33(2), 161-176.
Montoya-Weiss, M.M., Voss, G.B., & Grewal, D. (2003). Determinants of online channel use and overall satisfaction with a relational, multichannel service provider. Academy of Marketing Science, 31(4), 448-458.
McNeal, R.B.Jr. (1999). Parental involvement as social capital: Differential effectiveness on science achievement, truancy, and dropping out. Social Forces, 78, 117-144.
Morgan, R.M., & Hunt, S.D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58, 20-38.
Hill, N. & Alexander, J. (2000). Handbook of Customer Satisfaction and Loyalty Measure. Gower Publishing Company.
Nemati, B., Gazor, H., MirAshrafi, S. N., Nazari Amele, K. (2012), Analyzing E-service quality in service-based website by E-SERVQUAL, Management Science Letters, 2(2), 727-734.
Oliver, R. L. (1999). Whence consumer loyalty? Journal of Marketing, 63, 33-44.
Parasuraman, A., Zeithaml, V.A., & Malhotra, A. (2005). E-S-QUAL: a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213-33.
Park, C-H., & Kim, Y-G. (2003). Identifying key factors affecting consumer purchase behavior in an online shopping context. International Journal of Retail and Distribution Management, 31(1), 16-29.
Rolph, E. A., & Srini, S. S. (2003). E-Satisfaction and E-Loyalty: A contingency framework. Psychology & Marketing, 20(2), 123-138
de Oliveira, R. C. (2007). Evidences from link between quality and loyalty in eservice: an empirical study. Revista Eletrônica Sistemas & Gest?o, 2 (1), 1-15.
Reichheld, F.F. & Sasser, E.W. (1990). Zero defections: quality comes to services. Harvard Business Review, 14, 495-507.
Rust, R.T. & Zahorik, A.J. (1993). Customer satisfaction, customer retention and market share. Journal of Retailing, 69(2), 193-215.
Sarv, D., Ming, F., Rajiv, K. (2003). E-Loyalty—Elusive Ideal or Competitive Edge?. Communications of The ACM, 46(9), 184-191
Sirdeshmukh, D., Singh, J., Sabol, B. (2002). Consumer trust, value, and loyalty in relational exchanges. Journal of Marketing, 66(1), 15-37.
Shanker, V., Smith, A.K. & Rangaswamy, A. (2003). Customer satisfaction and loyalty in online and offline environments. International Journal of Research in Marketing, 20, 153-175.
Segares, A.H. (1997). Assessing the unidimensionality of measurement: A paradigm and illustration within the context of information system research. Omega, 25, 107-121.
Srinivasan, S.S., Anderson, R., & Ponnavolu, K. (2002). Customer loyalty in e-commerce: an exploration of its antecedents and consequences. Journal of Retailing, 78(1), 41-50.
Van Riel, A., Liljander, V., & Jurriens, P. (2001). Exploring consumer evaluations of e-services: a portal site. International Journal of Service Industry Management, 12(3/4). 359-377.
Verhoef, P.C., Francis, P.H., & Hoekstra, J.C. (2002). The effect of relational constructs on customer referrals and number of services purchased from multiservice provider: does age of relationship. Journal of the Academy of Marketing Science, 30(3), 202-216.
Wolfinberger, M. & Gilly, M.C. (2003). e-TailQ: dimensionalizing, measuring and predicting etail quality. Journal of Retailing, 79, 183-198.
Yang, X., Ahmed, Z., Morry, G., Boon, G., Mei, T., & Hwa, L. (2003). Consumer Preferences for commercial Web site design: an Asia-Pacific perspective. Journal of Consumer Marketing, 20, 10-27.
Yazdanpanah, A.A., & Gazor, H. (2012). Detecting success factors of electronic customer relationship management (e_CRM) system to establish an appropriate model in police call Centre of Iran, Management Science Letters, 2(1), 339-350.
Yang, Z., & Peterson, R.T. (2004), Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology & Marketing, 21(10), 799–822.