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The Footwear Online Shopping Experience: Word of Mouse Tell How e-Service Quality Enhance Customer Satisfaction and Loyalty
IOSR Journal of Business and Management
This study reveals and illustrates how online store customer's perspective about e-Service Quality, e-Satisfaction and e-Loyalty, as expressed in online customer reviews. The discussion associated with the online shopping phenomenon for the search good and experience good category in apparel product lines -especially shoes. Using data from Zappos.com's customer reviews, interpretive analysis which focused on customer evaluations of the service quality, and how the customer connect it todoi:10.9790/487x-0945361 fatcat:3mtwffciwzfsvbiukxg52xv5bu