The quality assessment of e-commerce services is of particular research interest, as it has been widely found that quality is directly linked to customer satisfaction and loyalty, which in turn leads to improved sales results, the creation of reputation and enhanced competitiveness for active companies in the industry. The purpose of this paper is to investigate the quality in e-commerce and to examine the relationships developed among its individual dimensions and satisfaction, perceived value, perceived risk and customer loyalty.,Initially, exploratory factor analysis with the equamax rotation method was applied to identify the perceptions of consumers regarding quality, value, satisfaction, risk and loyalty. The effect of the factors that make up perceived quality of e-services on customer value, satisfaction, risk and loyalty was examined by using OLS regression analysis. Likewise, path analysis was applied to confirm the impact of perceived quality on total consumer satisfaction, perceived value and loyalty, utilizing perceived risk as a moderating variable.,The authors found that quality overall has a positive and statistically significant relationship with perceived value, satisfaction and loyalty and negative with perceived risk. From the individual dimensions of quality, it has been found that ease of use of websites, design, responsiveness and security lead to increased levels of perceived value, while ease of use, responsiveness and personalization lead to an increase in the overall satisfaction of consumers. Overall, it has been documented that high levels of quality lead to higher satisfaction and perceived value, mitigating perceived risk and positively impacting the adoption of desirable consumer behaviors as reflected in customer loyalty.,In this respect, future research in the field of e-commerce can examine the quality of the respective electronic services taking into account different product and business categories. In addition, the future research can focus on the impact of high satisfaction, perceived value and customer loyalty on various sizes of business performance, including sales, market share, competitiveness, financial efficiency and sustainability.,Given the clear relationship between quality, perceived value and satisfaction, e-commerce businesses have the potential to benefit significantly from improvements in the quality of their services, as this leads to increased levels of perceived value, high level of satisfaction and hence enhanced customer loyalty, which is in turn reflected in increased sales, positive word-of-mouth, improved reputation and brand loyalty. In this way, e-businesses will be able to improve their financial position, achieve higher market shares, maintain their competitive advantage, attract new development resources and become sustainable on a long-term basis.,Businesses need to understand the factors that determine the quality in e-commerce to be able to achieve customer satisfaction and reduce perceived risk through improved quality. These factors, which consumers perceive as important for quality, are critical.,The concepts of quality, perceived value, risk, satisfaction and loyalty are considered to be interlinked in both traditional consumer research and e-commerce, as high levels of perceived quality are believed to lead to positive assessments of the cost-benefit and, hence, the perceived value (Cronin et al., 2000; Sweeney and Soutar, 2001; Korda and Snoj, 2010) and loyalty. In this context, this study attempted to study the relationship of these five variables, through both regression and path analysis, resulting in similar results. According to the findings of the study, perceived quality of website services has a positive and statistically significant impact on perceived value, satisfaction and an opposite effect on perceived risk, while the last is mitigating variable for and loyalty.

中文翻译：

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确定电子商务质量对客户感知的风险，满意度，价值和忠诚度的影响

电子商务服务的质量评估具有特别的研究意义，因为广泛发现质量与客户满意度和忠诚度直接相关，这反过来又可以提高销售业绩，创建信誉并增强活跃公司的竞争力在行业中。本文的目的是调查电子商务的质量，并研究其个体维度和满意度，感知价值，感知风险和客户忠诚度之间发展的关系。首先，采用equamax轮换方法进行探索性因素分析确定消费者对质量，价值，满意度，风险和忠诚度的看法。构成感知的电子服务质量的因素对客户价值，满意度，风险和忠诚度通过OLS回归分析进行检验。同样，运用感知风险作为调节变量，运用路径分析来确认感知质量对总消费者满意度，感知价值和忠诚度的影响。作者发现，总体而言，质量与感知价值，满意度之间存在正向和统计学上的显着关系忠诚和消极并带有风险。从质量的各个维度，已经发现网站的易用性，设计，响应性和安全性导致感知价值水平的提高，而易用性，响应性和个性化导致消费者的总体满意度提高。总体而言，有文献表明，高品质会带来更高的满意度和可感知的价值，降低感知的风险并积极影响采用客户忠诚度所反映的期望的消费者行为。在这方面，电子商务领域的未来研究可以考虑不同产品和业务类别来检查相应电子服务的质量。此外，未来的研究可以集中于高满意度，感知价值和客户忠诚度对各种规模的业务绩效的影响，包括销售，市场份额，竞争力，财务效率和可持续性。考虑到质量，感知价值之间的明确关系，为了提高满意度和满意度，电子商务业务有可能从服务质量的改善中受益匪浅，因为这会导致感知价值水平的提高，高满意度，从而提高了客户忠诚度，这反过来又体现在销售量的增长，良好的口碑，声誉和品牌忠诚度的提高上。通过这种方式，电子商务将能够改善其财务状况，获得更高的市场份额，保持其竞争优势，吸引新的开发资源并在长期的基础上变得可持续。电子商务的质量，从而能够通过提高质量来达到客户满意度并降低感知风险。消费者认为对质量至关重要的这些因素至关重要。在传统的消费者研究和电子商务中，质量，感知价值，风险，满意度和忠诚度的概念被认为是相互联系的，因为高水平的感知质量被认为可以对成本效益和感知价值进行积极评估（Cronin等，2000； Sweeney和Soutar，2001； Korda和Snoj，2010）和忠诚度。在这种情况下，本研究试图通过回归和路径分析来研究这五个变量的关系，得出相似的结果。根据研究结果，网站服务的感知质量对感知价值，满意度和感知风险具有正向和统计学上的显着影响，而对感知风险却具有相反的影响，而最后一个是减轻忠诚度和忠诚度的变量。这项研究试图通过回归和路径分析来研究这五个变量的关系，得出相似的结果。根据研究结果，网站服务的感知质量对感知价值，满意度和感知风险具有正向和统计学上的显着影响，而对感知风险却具有相反的影响，而最后一个是减轻忠诚度和忠诚度的变量。这项研究试图通过回归和路径分析来研究这五个变量的关系，得出相似的结果。根据研究结果，网站服务的感知质量对感知价值，满意度和感知风险具有正向和统计学上的显着影响，而对感知风险却具有相反的影响，而最后一个是减轻忠诚度和忠诚度的变量。