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

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Strategic Innovative Marketing

Part of the book series: Springer Proceedings in Business and Economics ((SPBE))

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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.

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Author information

Authors and Affiliations

  1. Business Administration Department, Yasar University, Izmir, Turkey

    Emel Kursunluoglu Yarimoglu

Authors
  1. Emel Kursunluoglu Yarimoglu
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Corresponding author

Correspondence to Emel Kursunluoglu Yarimoglu .

Editor information

Editors and Affiliations

  1. Technological Educational Institute of Athens , Egaleo, Greece

    Androniki Kavoura

  2. Dept. of Computer Science & Technology, University of Peloponnese, Tripoli, Greece

    Damianos P. Sakas

  3. Technological Educational Institute of Athens , Egaleo, Greece

    Petros Tomaras

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Yarimoglu, E.K. (2017). The Links Among Quality, Service Recovery, Value, and Loyalty on the Internet. In: Kavoura, A., Sakas, D., Tomaras, P. (eds) Strategic Innovative Marketing. Springer Proceedings in Business and Economics. Springer, Cham. https://doi.org/10.1007/978-3-319-33865-1_34

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