Proceedings of the Korea Society for Industrial Systems Conference (한국산업정보학회:학술대회논문집)

Korea Society of Industrial Information Systems (한국산업정보학회)
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The Effects of Service Quality on Customer Satisfaction and e-Loyalty in e-learning Site

  • Han, Dae-Mun (Dept. of Management and Tourism, DongYang Univ.) ;
  • Kim, Yeong-Real (Dept. of Management Information Systems, ChungBuk National Univ.) ;
  • Kim, Jong-Woo (Dept. of Management and Tourism, DongYang Univ.) ;
  • Lee, Jung-Ho (Division of Information and Communication BaekSeok Univ.)
  • Published : 2007.02.08
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Abstract

The purpose of this study was to investigate the nature of relationships among service quality, customer satisfaction and e-loyalty in e-learning site. In order to achieve the study purpose, survey method was applied As a result. it was revealed that service quality had significant effects on customer satisfaction in e-learning site. The influential factors of service quality on customer satisfaction included convenience of use, personalization, tangibles, responsiveness, and reliability in learning site. In addition, service quality had significant effects on e-loyalty as well.

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