Website Services Quality and its impact on customer's Value, Satisfaction and loyalty An Applied study On Website customers of Egyptian Telecommunication Organizations

The aim of this study is to recognize the impact of Website Service Quality (Website Quality – Information Quality  customer service Efficiency) on customer's Value, customer's Satisfaction and customer's loyalty, to build a model for Website Service Quality in Egyptian Telecommunication Organizations by using Path analysis and partial correlations analysis.The questionnaire has been designed to gather data. The sample size is 384 customers of Websites for Egyptian Telecommunication Organizations and 221 questionnaires were distributed of which 221 units were collected and analyzed.According to results obtained from structural model, the study concluded that variables of Website Services Quality could be arranged as followed: " customer service Efficiency, Information Quality and Website Quality” to build customer's loyalty.Website Service Quality is the most important dimension in building customer's Value, customer's Satisfaction and Customer loyalty.The results support the indirect effect of Website Service Quality on customer's Satisfaction through customer's Value, and customer's Value has positive direct effect on customer's loyalty, and, the study has suggested model of Quality of electronic Customers service to retain the Customers with reliable degree. Customer Value, Customer Satisfaction are placed as intermediate variables between Quality of electronic Customers service and customer's loyalty. This affects the strength of the relationship between them.