Exploring the effect of E-Service quality on WOM (Case Study: Internet service provider firms)

Although, E-service quality provided by active firms in e-commerce field is so important, its importance is twice for internet service providers; Because in addition to be active in e-commerce themselves, give services to other firms active in this field and even to other users. Recent research using the past researches presented the new model to evaluate E-services quality impacts on, and gathered data using judicative method from 371 users, and tested the model by SME method .Results showed that E-service quality of internet service provider firms has positive and meaningful impact on E-trust and customer satisfaction. Moreover, E-trust and customer satisfaction impacts that both are assumed mediate variables are positive and meaningful on, and this gives meaning of indirect impacts of E-service quality of internet service provider firms on users of these firms.

کلیدواژه ها:

E-service quality ، E-trust ، Customer satisfaction ، Word of mouth (WOM)