Earticle

초록

영어

This research aims to explore the effect of e-service quality on customer satisfaction and loyalty. Especially, the current paper focuses on customer perceptions and reactions to the tangible factors of e-service quality in the Business-to-Customer (B2C) area. This tangible e-service quality includes web design esthetics, ease of use, virtual tour, and visualization. In addition, intangible e -service quality involves information content, reliability, security, and customization. In order to investigate the interrelations among tangible and intangible e-service quality, customer satisfaction, and customer loyalty, the survey is conducted. Data from 468 tourists, who have purchased hotel packages during the last three months from hotel Web sites, is used for testing the hypothesized model. The result shows that the significant effect of tangible e- e-service quality on the intangible e-service quality and the significant effectiveness of e-service quality in improving customer satisfaction and loyalty.

목차

Abstract
 1. Introduction
 2. Theoretical Background
  2.1. E-Service Quality (E-SERVQUAL)
  2.2. Tangible and Intangible E-SERVQUAL Factors
 3. Research Hypothesis
  3.1. Tangible and Intangible E-SERVQUAL
  3.2. E-SERVQUAL and Customer Satisfaction
  3.3. Customer Satisfaction and Loyalty
 4. Research Methodology
  4.1. Measurement
  4.2. Data Collection
 5. Results
  5.1. Unidimensionality Assessment
  5.2. Structural Equation Models and Hypotheses Testing
 6. Discussions and Implications
 7. Limitations and Suggestions for Future Research
 Acknowledgements
 References

키워드

저자

• Yun Ji Moon [ Department of Management Information Systems, Catholic University of Pusan ]

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  International Journal of Smart Home

• 간기

  격월간

• pISSN

  1975-4094

• 수록기간

  2008~2016

• 십진분류

  KDC 505 DDC 605