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A PILOT STUDY FOR UNDERSTANDING THE RELATIONSHIPS OF INFORMATION SYSTEM QUALITY, RELATIONSHIP QUALITY AND LOYALTY

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Author(s): Shih-Chih Che | Kevin Kuan-Shun Chiu | Huei-Huang Chen | Yan-Chio Liao

Journal: Australian Journal of Business and Management Research
ISSN 1839-0846

Volume: 1;
Issue: 5;
Start page: 17;
Date: 2011;
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Keywords: Information System Quality | Relationship Quality | Loyalty

ABSTRACT
This study develops a conceptual model for understanding the information system quality of relationship quality and loyalty in the e-service context of shopping, and a conceptual model is also introduced. This study tries to conceptualize a model based on the mediator of relationship quality that is applied to understand loyalty in e-shopping websites. In the proposed model, loyalty is influenced by the relationship quality and information system quality. Additionally, three propositions are developed based the proposed model and literature review. Finally, conclusions, managerial implications, and future research are also provided.
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