한국정보시스템학회지:정보시스템연구 (The Journal of Information Systems)
- 제14권3호
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- Pages.71-81
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- 2005
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- 1229-8476(pISSN)
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- 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)
- 발행 : 2005.12.01
초록
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).