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Ian Chaston
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Ian Chaston: University of Auckland

Chapter 8 in Internet Marketing and Big Data Exploitation, 2015, pp 134-148 from Palgrave Macmillan

Abstract: Abstract Various concepts have been utilised to evolve models to define the nature of customer behaviour in relation to the utilisation of websites. Alhudaithy and Kitchen (2009) posited that these various theories may not encompass all the factors that could influence an individual’s Internet utilisation. This is because these various theories tend to provide somewhat vague constructs which may not be entirely relevant to the specific nature and impact of online technology. As a consequence, these authors concluded that the actual nature of a website’s specific features needs to be considered when seeking to achieve an effective understanding of visitor behaviour.

Keywords: Service Quality; Customer Satisfaction; Customer Loyalty; Purchase Decision; Total Quality Management (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-1-137-48896-1_8

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DOI: 10.1057/9781137488961_8

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