Journal of Korean Society of Industrial and Systems Engineering (산업경영시스템학회지)

Society of Korea Industrial and System Engineering (한국산업경영시스템학회)
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Development of e-Service Quality Models for Mobile SNS Platform Analysis

모바일 SNS 플랫폼 분석을 위한 e-서비스 품질 모형의 개발

  • Kim, Chong Su (Department of Industrial and Management Engineering, Hannam University)
  • 김종수 (한남대학교 산업경영공학과)
  • Received : 2014.11.10
  • Accepted : 2014.11.13
  • Published : 2014.12.31
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Abstract

The mobile SNS is a promising e-service platform of the future. However, measuring its service quality is a challenge. An appropriate model for measuring service quality is required. This paper proposes e-service quality models for analyzing mobile SNS platform quality, based on previous service quality researches. An empirical study is performed on the proposed models. The results show that constructs of existing e-service models such as responsiveness and assurance do not fit the mobile SNS platform, and that loyalty and value are better measures for mobile service quality.

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References

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