UUM Electronic Theses and Dissertation
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The Effect of Website Quality Service on Customer Satisfaction Study on Qatar Airways

Baliem, Ahmed Abubaker (2009) The Effect of Website Quality Service on Customer Satisfaction Study on Qatar Airways. Masters thesis, Universiti Utara Malaysia.

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Abstract

The daily growth of the internet and e-commerce has changed the way of marketing and selling products and services. Internet is changing the way corporations conduct business with their consumers who are increasingly expecting higher services, becoming time saved, and wanting more convenience. In addition e-service quality is an essential strategy to gain success, according to the results of previous literatures, probably more important than a low price for online companies. The objective of this study was to examine whether website design, reliability, security, and customer service have significant effect on e-tail variable. And to examine whether e-tail has significant effect on customer satisfaction. Furthermore, the result shown that website design, reliability, security, and customer service has significant effect on e-tail quality and customer satisfaction. The sample used in this study was 200 responds with method stratified random sampling.

Item Type: Thesis (Masters)
Supervisor : Lebai Otman, Ismail
Item ID: 3666
Uncontrolled Keywords: Websites Quality; Website Design, Reliability, Security, Customer Service; E-Tail Quality, E-Trust and Customer Satisfaction
Subjects: H Social Sciences > HF Commerce. > HF5415.33 Consumer Behavior.
Divisions: College of Business (COB)
Date Deposited: 11 Dec 2013 08:56
Last Modified: 11 Dec 2013 08:56
Department: College of Business
Name: Lebai Otman, Ismail
URI: https://etd.uum.edu.my/id/eprint/3666

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