한국산업정보학회:학술대회논문집 (Proceedings of the Korea Society for Industrial Systems Conference)
- 한국산업정보학회 1999년도 추계공동학술대회 논문집:21세기지식경영과 정보기술
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- Pages.65-80
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- 1999
인터넷쇼핑몰의 서비스 품질이 전자상거래 성과에 미치는 영향
Effects of Service Quality in Internet Shopping Mall on Electronic Commerce Performance
- 발행 : 1999.12.01
초록
The Electronic Commerce is expected as one of the most prospective industries in the 21th century. This research developed a survey and analysis is based on the results of the service quality model and previous research of the service quality in MIS. Service quality, one instrument developed by the marketing area, is provided as a possible measure of internet shopping mall. Service quality measure five service dimensions of tangible, reliability, responsiveness, assurance and empathy. The main purposes of this study are to develop an exploratory model based on service quality that can explain the factors of customer's perceived service quality and investigate how these factors are related to consumer satisfaction. This study also focus on relationships among service quality, consumer satisfaction, and purchase intentions. The results of this survey are summarized as follows: (1) Reliability and responsiveness of internet shopping mall are evaluated as very important factors, (2) Service quality is an antecedent of consumer satisfaction, (3) Consumer satisfaction has a significant effect on purchase intentions.
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