Earticle

초록

영어

The physical environment plays an important role in affecting customer perceptions and attitudes. Following Bitner’ well-known “ervicescape”model, this paper examines the tangible aspects regarding the concept of electronic service quality (i.e., e-SERVQUAL). In this paper, e-SERVQUAL construct consists of tangible and intangible e-SERVQUAL. Since the Internet has created a new type of electronic tangible/physical environment, this study investigates the role of tangible e-SERVQUAL in enhancing customers’positive perception of online providers’services.
The effect of tangible e-SERVQUAL on the intangible e-SERVQUAL and the effectiveness of intangible e-SERVQUAL in improving customer satisfaction and loyalty are empirically examined by using data from 468 tourists who have purchased hotel packages during the last three months from the hotel Web sites.

목차

Abstract
 Introduction
 Intangible E-Service Quality Factors
 Research Hypotheses
  Tangible and intangible e-SERVQUAL
  Intangible e-SERVQUAL and Customer Satisfaction
  Customer Satisfaction and Loyalty
  The Moderating Role of Customer Involvement
 Research Methodology
  Measurement
  Data Collection
 Results
  Unidimensionality Assessment
  Structural Equation Models and Hypotheses Testing
 Discussion and Implication
 References

저자

• Yun Ji Moon [ Department of Management Administration Pusan National University ]

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