Paper Status Tracking


Poh-Ming Wong Winnie, May-Chiun Lo, Ramayah Thurasamy


Poh-Ming Wong Winnie, Ph.D., School of Business and Management, University College of Technology Sarawak, 96000 Sibu, Sarawak, Malaysia.
May-Chiun Lo, Ph.D., accosiate professor, Faculty of Economics and Business, University Malaysia Sarawak, 94300 Sarawak, Malaysia.
Ramayah Thurasamy, Master, professor, Technology Management Lab, Operations Management Section, School of Management, University Sains Malaysia, 11900 Penang, Malaysia.


The rapid growth of online shopping has led to inspire customer e-loyalty among Malaysians, especially living in this digital environment. Commitment-trust theory is applied as the theoretical base to explain the factors influencing customer e-loyalty. The primary objective of this study is to investigate the direct impact of customer interface quality, service quality (SERVQUAL), website quality, technology acceptance factors, and technology trust on customer e-loyalty. This study also aims to examine the indirect effect of independence variables on customer e-loyalty through the effects of trustworthiness. SmartPLS 2.0 (M3) is applied as analytical tool to study the impact. A survey is conducted with 395 respondents who had online purchase experience. The findings indicated that customer interface quality, SERVQUAL, website quality, technology acceptance factors, and technology trust have positive impact on customer e-loyalty. Additionally, trustworthiness is used as mediator exclusive of SERVQUAL. Several implications of the findings, limitations of the study, and recommendations for future research are highlighted. 


customer interface quality, service quality (SERVQUAL), website quality, technology acceptance factors, technology trust, e-loyalty, trustworthiness

Cite this paper

Abdul-Rahman, A., & Hailes, S. (2000). Supporting trust in virtual communities. Proceedings from the 33rd Hawaii International Conference on System Sciences. 
Abosag, I., Tynan, C., & Lewis, C. (2006). The development of trust and relationship commitment within relationship life-cycle in Saudi Arabia. Proceedings from the European Marketing Academy Conference, Athens, Greece.
Akter, S., D’Ambra, J., & Ray, P. (2011). Trustworthiness in health information services: An assessment of hierarchical model with mediating and moderating effects using partial least squares (PLS). Journal of the American Society for Information Science and Technology, 62(1), 100-116. 
Alba, J., Lynch, J., Weitz, B., Janiszewski, C., Lutz, R., Sawyer, A., & Wood, S. (1997). Interactive home shopping: Consumer, retailer, and manufacturer incentives to participate in electronic marketplace. Journal of Marketing, 61, 38-53. 
Al-Momani, K., & Noor, N. A. (2009). E-service quality, ease of use, and enjoyment as antecedents of e-CRM performance: An empirical investigation in Jordan mobile phone services. The Asian Journal of Management, 2(2), 11-25. 
Balabanis, G., Reynolds, N., & Simintiras, A. (2006). Bases of e-store loyalty: Perceived switching barriers and satisfaction. Journal of Business Research, 59, 214-224.
Baraghani, S. N. (2007). Factors influencing the adoption of internet banking (Master’s thesis, Department of Business Administration and Social Sciences, Luleå University of Technology).
Beaird, J. (2007). The principles of beautiful web design. Melbourne: Site Point Pty. Ltd.
Belanger, F., Hiller, J. S., & Smith, W. J. (2002). Trustworthiness in electronic commerce: The role of privacy, security, and site attributes. Journal of Strategic Information Systems, 11, 245-270.
Blodgett, J. G., Wakefield, K. L., & Barnes, J. H. (1995). The effects of consumer service on consumer complaining behavior. Journal of Service Marketing, 9(4), 31-42. 
Broekhuizen, T. (2006). Understanding channel purchase intentions: Measuring online and offline shopping value perceptions. (Doctoral Dissertation, University of Groningen, Labyrinth Publications).
Buttle, F. A. (1998). Word of mouth: Understanding and managing referral marketing. Journal of Strategic Marketing, 6, 241-254.
Catalán, L., & Laque, D. (2010). M-commerce adoption: TAM vs technology provider perspective through cognitive maps. Retrieved from file:///C:/Users/Academic/Downloads/Dialnet-McommerceAdoption-2720205.pdf
Chang, H. H., & Chen, S. W. (2008). The impact of customer interface quality, satisfaction, and switching costs on e-loyalty: Internet experience as a moderator. Computers in Human Behavior, 24(63), 2927-2944. 
Chen, S. C., & Dhillon, G. S. (2003). Interpreting dimensions of consumer trust in e-commerce. Information Technology and Management, 4, 303-318.
Chen, Y. Y., Huang, H. L., Hsu, Y. C., Tseng, H. C., & Lee, Y. C. (2010). Confirmation of expectation and satisfaction with the internet shopping: The role of internet self-efficiency. Computer and Information Science, 3(3), 14-22.
Chin, W. W. (2010). How to write up and report PLS analyses. In V. Esposito, W. W. Chin, J. Henseler, & H. Wang (Eds), Handbook of partial least squares: Concept, methods and applications (pp. 655-690). New York: Springer.
Chin, W. W., Marcolin, B. L., & Newsted, P. R. (2003). A partial least squares latent variable modeling approach for measuring interaction effects: Result from a Monte Carlo simulation study and voice mail emotion/adoption study. Proceedings from the Seventeenth International Conference on Informaion Systems. 
Chirico, P., & Presti, A. L. (2008). A customer loyalty model for services based on a continuing relationship with the provider. Proceedings from Method, Models, and Information Technologies for Decision Support Systems, University Del Salento, Lecce.
Chiu, C. M., Chang, C. C., Cheng, H. L., & Fang, Y. H. (2009). Determinants of customer repurchase intention in online shopping. Online Information Review, 33(4), 761-784. 
Choi, D. H., Kim, S. I., & Kim, S. H. (2000). Antecedents and behavioral consequences of customer satisfaction on internet retail store. International Center for Electronic Commerce. Retrieved from /10203/4785/1/2000-079.pdf 
Chopra, K., & Wallace, W. A. (2003). Trust in electronic environment. Proceeding from the 36th Annual Hawaii International Conference on System Sciences, Big Island, HI. 
Chua, A. P. H., Khatibi, A., & Ismail, H. (2006). E-commerce: A study on online shopping in Malaysia. Journal of Social Science, 13(3), 231-242. 
Collier, J. E., & Bienstock, C. C. (2006). Measuring service quality in e-tailing. Journal of Service Research, 8(3), 260-275.
Corritore, C. L., Kracher, B., & Wiedenbeck, S. (2003). Online trust: Concepts, evolving themes, a model. International Journal Human-Computer Studies, 58, 737-758.
Cox, J., & Dale, B. G. (2001). Service quality and e-commerce: An exploratory analysis. Managing Service Quality, 11(2), 121-131.
Cyr, D., Head, M., & Ivanov, A. (2009). Perceived interactivity leading to e-loyalty: Development of a model for cognitive-affective user responses. International Journal Human-Computer Studies, 67, 850-869. 
Davis, C. G. (1982). Linkages between socioeconomic characteristics, food expenditure patterns, and nutritional status of low income households: A critical review. American Agriculture Economic Association, 64(5), 1017-1025.
Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and acceptance of information technology. MIS Quarterly, 13(3), 319-340.
Deb, M., & Chavali, K. (2009). A study on the significant e-trust and e-loyalty in online banking. AIMS International Journal of Management, 3(2), 241-257.
Dholakia, R., Zhao, M., Dholakia, N., & Fortin, D. (2000). Interactivity and revisits to websites: A theoretical framework. Retrieved from file:///C:/Users/Academic/Downloads/interactivity-libre.pdf
Dillon, T. W., & Reif, H. L. (2004). Factors influencing consumers’ e-commerce commodity purchases. Information Technology, Learning and Performance Journal, 22(2), 1-12.
Fishbein, M., & Ajzen, I. (1975). Belief, attitude, intention, and behavior: An introduction to theory and research. Reading: Addison-Wesley.
Flavián, C., & Guinaliu, M. (2006). Consumer trust, perceived security, and privacy policy: Three basic elements of loyalty to a web site. Industrial Management & Data, 106(5), 601-620. 
Flavián, C., Guinaliu, M., & Gurrea, R. (2006). The influence of the perceived usability on website loyalty: An empirical analysis. Retrieved from
Ganapathy, S., Ranganathan, C., & Sankaranarayanan, B. (2004). Visualization strategies and tools for enhancing customer relationship management. Communication of the ACM, 47(11), 93-99.
Ganguly, B., Dash, S. B., & Cyr, D. (2009). Website characteristics, trust, and purchase intention in online stores: An empirical study in the Indian context. Journal of Information Science and Technology, 6(2), 22-44.
Gefen, D. (2000). E-commerce: The role of familiarity and trust. Omega, 28(6), 725-737. 
Gefen, D., Silver, M., & Devine, P. (2001). Service quality dimensions of business to consumer e-commerce. Retrieved from
Gefen, D., Straub, D. W., & Boudreau, M. C. (2000). Structural equation modeling and regression: Guidelines for research practice. Communication of the Association for Information Systems, 4(7), 1-79.
Goodhue, D., Lewis, W., & Thompson, R. (2006). PLS, small sample size, and statistical power in MIS research. Proceedings from the 39th Hawaii International Conference on System Sciences. 
Griffin. J. (2002). Customer Loyalty: How to Earn It How to Keep It. San Francisco: Jossey-Bass.
Griffith, D. A., & Krampf, R. A. (1998). An examination of the web based strategies of the top 100 U.S. retailers. Journal of Marketing Theory and Practice, 6(3), 12-23.
Gruen, T. W., Osmonbekov, T., & Czaplewski, A. J. (2006). E-WOM: The impact of customer-to-customer online know-how exchange on customer value and loyalty. Journal of Business Research, 59, 449-459.
Ha, H. Y. (2005). An integrative model of consumer satisfaction in the context of e-services. International Journal of Consumer Studies, 30(2), 137-149.
Ha, S., & Stoel, L. (2009). Consumer e-shopping acceptance antecedents in a technology acceptance model. Journal of Business Research, 62, 565-571.
Hair, J. F., Black, W. C., Babin, B. J., Anderson, R. E., & Tatham, R. L. (2010). Multivariate data analysis (6th ed.). Upper Saddle River: Prentice Hall.
Halawi, L., & McCarthy, R. (2008). Measuring students perceptions of blackboard using the technology acceptance model: A PLS approach. Issues in Information Systems, 9(2), 95-102. 
Hart, C. W. L., Heskett, J. L., & Sasser, Jr., W. E. (1990). The profitable art of service recovery. Harvard Business Research, 68(4), 148-156.
Hennig-Thurau, T., Gwinner, K. P., Walsh, G., & Gremler, D. D. (2004). Electronic word-of-mouth via consumer-opinion platforms: What motivates consumers to articulate themselves on the internet? Journal of Interactive Marketing, 18(1), 38-52.
Hernández, B., Jiménez, J., & Martín, M. J. (2010). Customer behavior in electronic commerce: The moderating effect of e-purchasing experience. Journal of Business Research, 63, 964-971.
Hoffman, D. L., Novak, T. P., & Paralta, M. (1999). Building consumer trust online. Communications of the ACM, 42(4), 80-85.
Hosmer, L. T. (1995). Trust: The connecting link between organizational theory and philosophical ethics. Academy of Management Review, 20(2), 379-403.
Jarvenpaa, S. L., Tractinsky, N., & Vitale, M. (2000). Consumer trust in an internet store. Information Technology and Management, 1(1), 45-71. 
Karim, J. (2009). Emotional labor and psychological distress: Testing the mediatory role of work-family conflict. European Journal of Social Sciences, 11(4), 584-598.
Karvonen, K. (2000). The beauty of simplicity. Proceedings from the Conference on Universal Usability.
Kassim, N., & Ismail, S. (2009). Investigating the complex drivers of loyalty in e-commerce settings. Measuring Business Excellence, 13(1), 56-71.
Katerattanakul, P. (2002). Framework of effective website design for business-to-consumer internet commerce. INFOR, 40(1), 57-69.
Katos, V. (2009). An integrated model for online transactions: Methodological issue and challenges. Methodological Innovations Online, 4(3), 27-40. 
Katz, E., & Lazarsfeld, P. F. (1955). Personal influence. Glencoe: Free Press.
Kau, A. K., Tang, Y., & Ghose, S. (2003). Typology of online shoppers. Journal of Marketing, 20(2), 139-156. 
Khatibi, A., Haque, A., & Karim, K. (2006). E-commerce: A study on internet shopping in Malaysia. Journal of Applied Sciences, 6(3), 696-705.
Khatibi, A., Thyagarajan, V., & Seetharaman, A. (2003). E-commerce in Malaysia: Perceived benefits and barriers. VIKALPA, 28(3), 77-82.
Kim, J. (2003). An integrative model of e-loyalty development process: The role of e-satisfaction, e-trust, e-tail quality, and situational factors (Master thesis, Yonsei University, Seoul, Korea).
Kim, J. H., Kim, M., & Kandampully, J. (2009). Buying environment characteristics in the context of e-service. European Journal of Marketing, 43(9/19), 1188-1204.
Kim, M. J., Chung, N., & Lee, C. K. (2010). The effect of perceived trust on electronic commerce: Shopping online for tourism products and services in South Korea. Tourism Management, 30, 1-10. 
Kim, Y. M., & Shim, K. Y. (2002). The influence of internet shopping mall characteristics and user traits on purchase intent. Irish Marketing Review, 15(2), 25-34.
Klopping, I. M., & McKinney, E. (2004). Extending the technology acceptance model and the task-technology model to consumer e-commerce. Information Technology, Learning, and Performance Journal, 22(1), 1-2.
Kohli, R., Devaraj, S., & Mohmood, M. A. (2004). Understanding determinants of online consumer satisfaction: A decision process perspective. Journal of Management Information, 21(1), 115-135.
Koo, D. M. (2006). The fundamental reasons of e-consumers’ loyalty to an online store. Electronic Commerce Research and Applications, 5, 117-130. 
Kwek, C. L., Lau, T. C., & Tan, H. P. (2010). The effects of shopping orientations, online trust and prior online purchase experience toward customers’ online purchase intention. International Business Research, 3(3), 63-76.
Lederer, A. L., Maupin, D. J., Sena, M. P., & Zhuang, Y. (2000). The technology acceptance model and the world wide web. Decision Support Systems, 29, 269-282. 
Liang, T. P., & Lai, H. J. (2002). Effect of store design on consumer purchases: An empirical study of online bookstores. Information and Management, 39, 431-444. 
Liao, Z., & Shi, X. (2009). Consumer perceptions of internet-based e-retailing: An empirical research in Hong Kong. Journal of Service Marketing, 23(1), 24-30.
Lii, Y. S. (2009). A model of customer e-loyalty in the online banking. Economics Bulletin, 29(2), 891-902. 
Lim, Y. M., Yap, C. S., & Lau, T. C. (2010). Online search and buying behavior: Malaysian experience. Canadian Social Science, 6(4), 154-166.
Lin, C. S., Tzeng, G. H., Chin, Y. C., & Chang, C. C. (2010). The effect of recommendation sources and consumer involvement on trust and purchase intention in online and offline environments. Retrieved from
Lin, G. T. R., & Sun, C. C. (2009). Factors influencing satisfaction and loyalty in online shopping: An integrated model. Online Information Review, 33(3), 458-475.
Liu, C., & Arnett, K. P. (2000). Exploring the factors associated with website success in the context of electronic commerce. Information and Management, 38, 23-33.
Long, M., & McMellon, C. (2004). Exploring the determinants of retail service quality on the internet. Journal of Service Marketing, 18(1), 78-90. 
Luo, X., Li, H. L., Zhang, J., & Shim, J. P. (2010). Examining multi-dimensional trust snd multi-faceted risk in initial  acceptance of emerging technologies: An empirical study of mobile banking services. Decision Support Systems, 49, 222-234.
Madu, C. N., & Madu, A. A. (2002). Dimensions of e-quality. International Journal of Quality and Reliability Management, 19(3), 246-258. 
Mahmud, M. N. (2008). Modeling the dynamics of internet adoption. Computer and Information Science, 1(1), 95-103.
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. The Academy of Management Review, 20(3), 709-734. 
McKinnon, D. P., Warsi, G., & Dwyer, J. H. (1995). A simulation study of mediated effect measures. Multivariate Behavioral Research, 30(1), 1-62.
McKnight, D. H., Choudhury, V., & Kacmar, C. (2002). The impact of initial consumer trust on intentions to transact with a web site: A trust building model. Journal of Strategic Information Systems, 11, 297-323. 
Mehta, V. (2005). Customer loyalty in the virtual world: An examination based on evaluation of web offering in the Indian context. Proceedings from the IADIS International Conference e-Commerce. 
Monsuwé, T. P., Dellaert, B. G. C., & de Ruyter, K. (2004). What drivers consumers to shop online? A literature review. International Journal of Service Industry Management, 15(1), 102-121.
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, 24, 314-328. 
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20-38. 
Mukherjee, A., & Nath, P. (2007). Role of electronic trust in online retailing. European Journal of Marketing, 41(9/10), 1173-1202. 
Mutum, D., & Ghazali, E. (2010). Online shoppers vs non-shoppers: A lifestyle study of Malaysian internet users. Retrieved from
Ng, J., & Matanda, M. J. (2008). Determinants of e-loyalty and customer patronage in blog-retailing: A case study of retailers using blog retailing format in Singapore. Proceedings from the Australia and New Zealand Marketing Academy Conference 2008—Marketing: Shifting the Focus from Mainstream to Offbeat, 1-3 December 2008, Australia and New Zealand Marketing Academy (ANZMAC), Sydney NSW Australia.
Nielsen, J. (1999). Designing web usability. Indianapolis: New Riders Publishing.
Nordin, S. (2002). Revenue implications of e-commerce: Government and private sector experiences Malaysia. Proceedings from the WTO Regional Seminar on Electronic Commerce, Geneva, Switzerland. 
Oliveira, R. C. (2007). Evidences from link between quality and loyalty in e-service: An empirical study. Sistemas & Gesta˜ o, 2(1), 1-15.
Olson, J. R., & Boyer, K. K. (2005). Internet ticketing in a not-for-profit, service organization: Building customer loyalty. International Journal of Operation & Production Management, 25(1), 74-92.
Palmer, J. W. (2002). Web site usability, design, and performance metrics. Information Systems Research, 13(2), 151-167. 
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1988). SERVQUAL: A multi-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64(1), 12-40. 
Pavlou, P. A. (2003). Consumer acceptance of electronic commerce: Integrating trust and risk with the technology acceptance model. International Journal of Electronic Commerce, 7(3), 101-134.
Pittayachawan, S. (2007). Fostering consumer trust and purchase intention in B2C e-commerce (Doctorate Thesis). Retrieved from
Ponirin, P., Scott, D., & Von Der Heidt, T. (2009). Does e-store service quality affect customer loyalty? Retrieved from
Purosothuman, N. P. (2008). Key determinants of virtual store acceptance among the Malaysians consumers (Master thesis, University of Malaya).
Ramayah, T., Samat, N., & Lo, M. C. (2011). Market orientation, service quality, and organizational performance in service organizations in Malaysia. Asia-Pacific Journal of Business Administration, 3(1), 8-27. 
Rauyruen, P., Miller, K. E., & Barrett, N. J. (2007). Relationship quality as a predictor of B2B customer loyalty. Journal of Business Research, 60, 21-31. 
Ribbink, D., van Riel, A. C., Liljander, V., & Streukens, S. (2004). Comfort your online customer: Quality, trust, and loyalty on the internet. Managing Service Quality, 14(5), 446-456.
Richins, M. L. (1983). Negative word-of-mouth by dissatisfied consumers: A pilot study. Journal of Marketing, 47, 68-78.
Roca, J. C., García, J. J., & De La Vega, J. J. (2009). The importance of perceived trust, security and privacy in online trading systems. Information Management and Computer Security, 17(2), 96-113.
Rusman, E., Van Bruggen, J., & Koper, R. (2007). Theoretical framework for the design and development of a personal identity profile fostering interpersonal trust in virtual project teams. Retrieved from file:///C:/Users/Academic/Downloads/00b7d519104fce4616000000.pdf 
Salisbury, W. D., Pearson, R. A., Pearson, A. W., & Miller, D. W. (2001). Perceived security and world wide web purchase intention. Industrial Management and Data Systems, 101(4), 165-176.
Sam, M. F. M., & Tahir, M. N. H. (2010). Website quality and consumer online purchase intention of air ticket. International Journal of Basic and Applied Sciences, 9(10), 20-25.
Santos, C. P., & Von Der Heyde Fernandes, D. (2008). Antecedents and consequences of consumer trust on the context of service recovery. Brazilian Administration Review, 5(3), 225-244.
Schoefer, K. (1998). Word-of-mouth: Influences on the choices of recommendation sources (Degree thesis). 
Sekaran, U. (1992). Research methods for business: A skill-building approach. New York: John Willey & Sons. 
Serva, M. A., Benamati, J. S., & Fuller, M. A. (2005). Trustworthiness in B2C e-commerce: An examination of alternative models. Database for Advance in Information Systems, 36(3), 89-108.
Shih, H. P. (2004). An empirical study on user acceptance of e-shopping on the web. Information and Journal, 41, 351-368.
Shim, J. T., Van Slyke, C., Jiang, J. J., & Johnson, R. D. (2010). Does trust reduce concern for information privacy in e-commerce. Proceedings from the 7th Annual Conference of the Southern Association for Information Systems.
Smith, E. (2001). Seven steps to building e-loyalty. Medical Marketing and Media, 36(3), 94-102.
Srinivasan, S. S, Anderson, R., & Ponnavolu, K. (2002b). Customer loyalty: An exploration of its antecedents and consequences. Journal of Retailing, 78, 41-50.
Srinivasan, S. S., Anderson, R., & Ponnavolu, K. (2002a). Customer loyalty in e‐commerce: An exploration of its antecedents and consequences. Journal of Retailing, 78(1), 41-50.
Stanford, J., Tauber, E. R., Fogg, B. J., & Marable, L. (2002). Experts vs. online consumers: a comparative credibility study of health and finance web sites. Retrieved from
Suh, B., & Han, I. (2003). The impact of customer trust and perception of security control on the acceptance of electronic commerce. International Journal of Electronic Commerce, 7(3), 135-161.
Swaminathan, V., Lepkowska-White, E., & Rao, B. P. (1999). Browsers or buyers in cyberspace? An investigation of factors influencing electronic exchange. Journal of Computer Mediated Communication, 5(2), 1-23. 
Tang, T. W., & Chi, W. H. (2010). The role of trust in customer online shopping behavior: Perspective of technology acceptance model. Retrieved from
Tarafdar, M., & Zhang, J. (2008). Determinants of reach and loyalty—A study of website performance and implications for website design. Journal of Computer Information Systems. Retrieved from 
Tax, S. S., Brown, S. W., & Chandrashekaran, M. (1998). Customer evaluations of service complaint experiences: Implications for relationship marketing. Journal of Marketing, 62, 60-76.
The free encyclopedia. (2011). CyberJaya. Retrieved from
Toma, C. (2010). Perceptions of trustworthiness online: The role of visual and textual information. Retrieved from
Van Der Heijden, H., & Verhagen, T. (2004). Online store image: Conceptual foundations and empirical measurement. Information and Management, 41, 609-617.
Veloutsou, C., Saren, M., & Tzokas, N. (2002). Relationship marketing what if? European Journal of Marketing, 36(4), 433-449.
Wang, Y. D., & Emurian, H. H. (2005). An overview of online trust: Concepts, elements, and implications. Computers in Human Behavior, 21, 105-125. 
Wen, I. (2009). Factor affecting the online travel buying decision: A review. International Journal of Contemporarily Hospitality Management, 21(6), 752-765.
Whitlark, D., Geurts, M., & Swenson, M. (1993). New product forecasting with a purchase intention survey. Journal of Business Forecasting, 12(3), 10-13.
Wolfinbarger, M., & Gilly, M. C. (2003). E-tail-Q: Dimensionalizing, measuring, and predicting e-tail quality. Journal of Retailing, 79(3), 193-198.
Yang, Z., Jun, M., & Peterson, R. T. (2004). Measuring customer perceived online service quality: Scale development and managerial implications. International Journal of Operations & Production Management, 24(11), 1149-1174.
Yao, W, K., Zhou, M. H., & Meng, J. (2007). Value-based customer loyalty evolution. Service Operations and Logistics, and Informatics. Retrieved from
Ye, N., & Jia, J. (2010). Customer’s perceived service quality of internet retailing. Retrieved from
Zawawi, S. N. H. M., Yusuf, S. N. S., & Khan, N. I. (2004). A study on the awareness of e-commerce amongst the bachelor of accountancy students in public universities in Klang Valley. Journal of Financial Reporting and Accounting, 2(1), 31-42.
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: A critical review of extant knowledge. Journal of the Academic of Marketing Science, 30(4), 358-371. 

About | Terms & Conditions | Issue | Privacy | Contact us
Coryright © 2015 David Publishing Company All rights reserved, 3 Germay Dr., Unit 4 #4651, Wilmington DE 19804
Tel: 1-323-984-7526, 323-410-1082; Fax: 1-323-984-7374, 323-908-0457 ,, Email: