The relationship between electronic service quality, perceived quality and customer satisfaction (Case Study: Customers network marketing (network marketing) in Khorasan Razavi province)
Iman Shadmand Ghaneh
Master of Business Administration, Neyshabour Branch, Islamic Azad University of Neishabour, Iran
Abstract
In general, the purpose of this study was to investigate the relationship between the quality of electronic services, perceived quality and customer satisfaction (Case study: Marketing Network clients in Khorasan Razavi province). Data were collected using a questionnaire. Then, the data were described without any interference or mental inference, and the relationship between the main variables of the research was examined and analyzed. The research method is a descriptive-correlation survey. Which has been implemented on the field. In this regard, the statistical society in this research is all the customers of marketing networks (Netware Marking) in Khorasan Razavi province, which are unlimited.
The sample of this research is the customers of marketing networks (Networks Market) in Khorasan Razavi province with 384 people based on Morgan's table. And sampling method is simple random method. In this research, different departments describe the literature and variables of research that include the quality of electronic services, perceived quality with customer satisfaction, and the models and attributes associated with these variables, and the expression of numerous explanations by researchers about the research ever made in this The case has been dealt with. The research data were collected using library and field method and the tools used were standard questionnaires. The reliability of the questionnaires was confirmed by Cronbach's method and the validity of the tool was confirmed by the content method. Also, for analyzing the data, the correlation tests were used using SPSS software. The results showed that there is a significant relationship between the quality of electronic services, perceived quality and customer satisfaction (Case study: Networks marketing clients in Khorasan Razavi province).
Key words: Quality of electronic services, perceived quality, customer satisfaction
