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Identifying the Service Quality Factors for Web site: A Comparison of Web site Types

  • Fan, Qing-Ji (Doctoral Candidate, Dept. of Business Administration Paichai University) ;
  • Kim, Won-Kyum (Dept. of Business Administration Paichai University)
  • Published : 2009.03.31
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Abstract

The purpose of this study is to investigate the impacts of e-service quality factors on customer satisfaction and behavior intention by Web site types. Difference and moderating effect resulting from the type of web site users about an association with reaction of satisfaction and those component concepts are also one of the aims in the study. As a result, the study found that factors of web site service quality variables had positive impacts on customer satisfaction. And customer satisfaction also had a positive impact on relationship intention and word of mouth intention. Furthermore, through the comparative analysis, we found that the service quality differed on the effects of customer satisfaction by web site types. According to those results, marketing managers should develop different service strategies based on different web site types.

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