TNG HP CC M HNH NGHIN CU

1. Cc cng c sn c nh gi cht lng dch v

Cng c Cc kha cnh Tc gi

SERQUAL tin cy, s p ng, bo m, s ng cm v Parasuraman,

s hu hnh. Zeithaml, and Berry
(1988, 1991)

SITEQUAL D s dng, thit k mang tnh thm m cao, tc Yoo v Donthu

x l v bo mt (2001)

SERVQUAL trc D truy cp, d dng chuyn hng, hiu qu, linh Zeithaml (2001)
tuyn hot, tin cy, c nhn, an ninh / ring t, p
ng, m bo / tin tng, trang web c thm m
v thng tin v gi

WebQual Thng tin ph hp, tng tc, tin tng, p ng Loiacono (2002)
thi gian, d hiu, cc hot ng trc quan, hp
dn th gic, sng to, khi dy cm xc, hnh nh
ph hp, trc tuyn hon ton v tt hn so vi
cc knh khc

E-QUAL Ni dung v mc ch, kh nng tip cn, hng Kaynama v Black

hi, thit k v trnh by, p ng, nn, c nhn (2000)
ha v s ty bin

ETailQ Thit k trang web; tin cy/ hon thnh nhim Wolfinbarger v Gilly
v; s ring t/ an ton v dch v khch hng (2003)

E-S-QUAL Tnh hiu qu, s p ng, tnh c sn ca h Parasuraman et al.

thng, v bo mt. (2005)

E-RecS-QUAL p ng, bi thng v tip xc. Parasuraman et al.

(2005)

2. C s l thuyt v lng trung thnh ca khch hng trc tuyn

Lnh vc ng dng Kha cnh Tc gi

Dch v trc tuyn nh lng trung thnh ca khch hng Parasuraman et al.
(2005)