• Dick, A. & Basu, K. (1994). Customer loyalty: an integrated conceptual framework. Journal of Academy of Marketing Science, 22:99-113.

• Eppie, Y. (2007). Factors Affecting Customer Retention in Internet Banking among Hong Kong Professionals and Business Practitioners. Doctoral Dissertation. Newcastle: University of Newcastle.

• Fornell, C. & Wernerfelt, B. (1987). Defensive marketing strategy by customer compliant management. Journal of Marketing Research, 24:337-346.

• Ganesh, J., Arnold, M.J. & Reynolds, K.E. (2000). Understanding the customer base of service providers: An Examination of the differences between switchers and stayers. Journal of Marketing, 64(3): 65-87.

• Gummerus, J., Liljander, V., Pura, M. & Van Reil, A. (2004). Customer loyalty to content-based websites: the case of an online health-care service. Journal of Service Marketing, 18(3):175-186.

• Harris, L., Goode, M.,(2004). The four levels of loyalty and the pivotal role of trust: a study of online service dynamics. Journal of Retailing 80,139–۱۵۸٫

• Hoffman, D.L., Novak, T.P., Peltra, M.,(1999). Building customer trust online. Communications of the ACM 42 (4),80–۸۵٫

• Huwan, H., Jung, T. & Suh, E. (2004). An LTV model and customer segmentation based on customer value: A case study on wireless telecommunication industry. Expert systems with Applications, 26(2):181-188.

• Jarvenpaa, S.L. & Todd, P.A. (1997). Is there a future for retailing on the internet?. In Electronic Marketing and the Consumer, Thousand Oaks, CA: Sage Publications.

• Kim, J., Jin, B. & Swinney, J. (2009). The role of etail quality, e-satisfaction and e-trust in online loyalty development process. Journal of Retailing and Consumer services, 1-9.

• Kim,S., Stoel,L.,(2004). Dimensional hierarchy of retail website quality. Information &Management 41(5),619–۶۳۳

• Konradt,U.,Wandke,H., Balazs, B., Christophersen, T.,(2003). Usability in online shops: scale construction, validation and the influence on the buyers’ intention and decision.Behaviour & Information Technology22 (3), 165–۱۷۴٫

• Lewis, B.R. & Bingham, G.H. (1991). The youth market for financial services. International Journal of Bank Marketing, 9(2):3-11.

• Liu, C. & Arnett, K.P. (2000). Exploring the factors associated with web sites success in the context of electronic commerce. Information and Management, 38:2334.

• Montoya-Weiss,M. M.,Voss, G.B., Grewal, D.,(2003). Determinants of online channel use and overall satisfaction with a rlational, multi channel service provider. Journal of the Academy of Marketing Science 31(4),448–۴۵۸٫

• McNeal, J.U. (1999). The kids market: Myth and realities. Ithaca, New York: Paramount Market Publishing.

• Park, C-H. , Kim, Y - G., (2003). Identifying key factors affecting consumer purchase behavior in an online shopping context. International Journal of Retail and Distribution Management 30(1), 16–۲۹٫

• Porter, M. (1980). Competitive Strategy: Techniques for Analyzing Industries and Competitors. New York: Free Press.

• Reichheld, F.F. & Schefter, P. (2000). E-loyalty: your secret weapon on the web. Harvard Business Review, 78(4):105-113.

• Reichheld, F.F, Merkey, R.G. Jr & Hopton, C. (2000a). E-customer loyalty- applying the traditional rules of business for online success. European Business Journal, 12(4):173-179.

• Reichheld, F.F. & Sasser, E.W. (1990). Zero defections: quality comes to services. Harvard Business Review, 14:495-507.

• Reynolds, J.,(2000). E-commerce: a critical review. International Journal of Retail & Distribution Management28 (10), 417–۴۴۴٫

• Rodgers, W., Negash, S.,Suk, K.,(2005). The moderating effect of on-line experience on the antecedents and consequences of on-line satisfaction. Psychology & Marketing22 (4),313–۳۳۱٫

• Rust, R.T. & Donthu, N. (1995). Capturing geographically localized misspecification error in retail store choice models. Journal of Marketing Research, 32(4):283-285.

• Singh,J., Sirdeshmukh, D., (2000). Agency and trust mechanisms in consumer satisfaction and loyalty judgments. Journal of the Academy of Marketing Science28 (1),150–۱۶۷٫

• Sirdeshmukh, D . , Singh, J., Sabol, B.,(2002). Consumer trust, value, and loyalty in relational exchanges. Journal of Marketing 66 (1), 15–۳۷٫

• Van Riel, A.C. R. , Liljander ,V . ,Jurrie ¨ ns, P. , (2001) .Exploring consumer evaluations of e-services :a portal site. International Journal of Service Industry Management 12(4),359–۳۷۷

• Verhoef, P.C., Francis,P.H. ,Hoekstra,J.C.,(2002). The effect of relational constructs on customer referrals and number of services purchased from multi service provider:does age of relationship matter? Journal of the Academy of Marketing Science 30(3), 202–۲۱۶٫

• Woodruff, R. B., Cadotte, E. R. & Jenkins, R. L. (1983). Modeling consumer satisfaction processes using experienced based norms. Journal of Marketing Research, 20, 296-304.

• Wolfinbarger, M.F. and Gilly, M.C. (2001). Shopping online for freedom, control and fun. California Management Review, 43(2):34-54.

• Wolfinbarger, M., Gilly, M. C., (2003).etailQ: dimensionalzing, measuring and predicting etail quality. Journal of Retailing 79(3), 193–۱۹۸٫

• Yang, Z. , Peterson, R . T., (2004). Customer perceived value, satisfaction, and loyalty: the role of switching costs. Psychology & Marketing 21(10), 799–۸۲۲٫

• Zeithaml, V.A. Parasuraman, A. & Mahllhorta, A. (2002). Service quality delivery through Web sites: a critical review of extant knowledge. Journal of Academy of Marketing Science, 30(4): 362-375.

پیوست: پرسشنامه

با احترام و آرزوی توفیق الهی برای شما همکار گرامی ، پرسشنامه حاضر به منظور جمع آوری اطلاعات مورد نیاز جهت تکمیل پایان نامه با عنوان" بررسی تاثیر ویژگی های تجاری اینترنت براعتماد مشتریان در شهرستان آران و بیدگل” می باشد.



AbstractToday, with the increasing development of global e-commerce businesses are trying to build, using e-commerce, interact with customers and gain their competitive advantage. Customer trust in an online environment, the most important aspect is to provide information services. Other important factors in customer trust are as follows: information quality, response time and reliability. The research study is applied. Applied research is seeking to achieve an objective, scientific, and its emphasis on ensuring the prosperity and welfare of the masses and the desirability of the activity (Delavar, 1373: p. 25).
In this study, the descriptive research method was used. Depending on the type of information required in this study, a variety of tools including a review of available documents (of the library), and field studies, using a questionnaire was used to collect data. A questionnaire was used to evaluate performance. The study, involving 170 customers use the web sometimes formed. In this study, the sample size, based on Cochran formula, a sample size of 118 randomly selected. The questionnaire was distributed among them Grdyd.nskhh 19 To analyze the data, descriptive and inferential statistics, using the software package is used. Due to the distance - a number of variables, and on the other hand, the Kolmogorov-Smirnov test - Asmrynf (Table 3-2), analytical research for tests, parametric tests were used. The primary and secondary research hypotheses, Pearson’s correlation coefficient was used. To evaluate the average quality of Web services, a t-test sample, and the ranking of the Friedman rank test was used. Researcher to test the other side, to evaluate the effect of different aspects of quality of website services, based on the trust of customers, according to the normality of the variables (Table 3-2), a linear regression model is used.
Keywords: e-commerce, customer confidence, quality services electronically.

Islamic Azad University , Naragh Branch
International Management
Thesis for receiving «M.A» degree
Major :
Bussiness Management
Subject:
survey of Comparative study of the quality of work life on customer relationship management in the Government and private banks in Kashan city .