The Links Among Quality, Service Recovery, Value, and Loyalty on the Internet

Abstract

The aim of this study was to analyze the relationships among electronic service quality, electronic service recovery, perceived value, and loyalty intentions on the Internet. The survey was applied to 291 college students, chosen by random sampling. Multiple regression analyses were used to show the links among variables. Findings showed that loyalty intentions and perceived value were affected by both electronic service quality and electronic service recovery. Besides this, it was found out that perceived value affected loyalty intentions regarding electronic services offered by websites.