توسيط التجزئة الإلكترونية في العلاقة بين إدارة توقعات العميل و ولائه : دراسة تطبيقة على مواقع التجزئة الإلكترونية

Abstract EN

This study seeks to investigate the impact of customer expectations management on Customer loyalty via intermediary electronic retail.

It was applied on Websites' customers, and the researcher employed a structural equation modeling SEM using warppls v.7 program.

The results confirmed direct and indirect impact of the customer expectations management on E-Customer loyalty by intermediary electronic retail; the following arrangement has been achieved: firstly credibility, secondly the quality of electronic service, thirdly the perceived benefit, and lastly the response speed.

The study also suggested a set of recommendations to manage electronic websites