The Journal of Information Systems (한국정보시스템학회지:정보시스템연구)
- Volume 14 Issue 3
- /
- Pages.71-81
- /
- 2005
- /
- 1229-8476(pISSN)
- /
- 2733-8770(eISSN)
Customer Satisfaction, Trust and Loyalty in EC
- Kwon Young-Guk (Seoul National University of Technology(SNUT)) ;
- Park Hyun-Jee (TongMyung University) ;
- Lee Sun-Ro (Yonsei University)
- Published : 2005.12.01
Abstract
The main purpose of this paper is to investigate the relationship between website environmental characteristics (website characteristics, user characteristics, and external environments), satisfaction, trust and loyalty in tourism e-business (EC). The following results were determined by verifying five hypotheses using LlSREL. Website environments partially support perceived satisfaction and also perceived trust. Satisfaction has a strong effect upon perceived trust while satisfaction doesn't affect perceived loyalty. Trust significantly impacts perceived loyalty in tourism e-business (EC).