1、外文标题： ELECTRONIC SERVICE QUALITY AND ITS IMPACTON BUILDING BRAND LOYALTY IN THE APPAREL E-RETAILING INDUSTRY 外文作者： Art Shala, Driton Balaj 文献出处： Review of Innovation and Competitivness,Volume2,Issue2,2016,5-30 英文 2978 单词， 16786 字符，中文 4489 汉字。 此文档是外文翻译成品，无需调整 复杂的格式哦！下载之后直接可用，
2、方便快捷！只需二十多元。 ELECTRONIC SERVICE QUALITY AND ITS IMPACTON BUILDING BRAND LOYALTY IN THE APPAREL E-RETAILING INDUSTRY Art Shala, Driton Balaj Art Shala, Marketing Department, Univerity of Tirana, Tirana, Albania (2) Prof. Dr. Driton Balaj, Finance Department, University of Prishtina
3、 ABSTRACT Online service quality is of high importance to the overall user experience within e -commerce platforms. The website service quality is considered to be a good predictor of customers brand loyalty intents. In this study four attributes of the electronic retailing service quality web
4、site design, reliability/fulfillment, security/privacy and customer service are studied based on the implications each one of them has towards brand loyalty being measured through intention store purchase from the same brand on upcoming occasions and customer incentives to pay a price premium for th
5、e brand. The paper aims to study this process in two contexts,when respondents are faced with a local vs global brand.The data collection is conducted through two focus groups. Considering that the study aims to measure perceptions,and knowing that the best way to express them is through linguistic
6、terms,which is the way humans express their feelings on daily basis, the analysis is based on fuzzy logic. The analysis suggests that when customers are faced with global brands,service quality elements such as website design, customer service and reliability /fulfillment are good predictors for the creation of behavioral intents towards the brand. Whereas when customers faced with local brands, service quality elements such as security/privacy, reliability/fulfillment and website design, have high implications towards customers
