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http://dx.doi.org/10.9708/jksci.2012.17.7.175

The Service Quality of Home Trading System: Its Impact on Customer Satisfaction and Loyalty  

Chang, Dae-Sung (경기대학교 경영학과)
Noh, Yong-Hwi (University of Nebraska - Lincoln)
Kim, Doo-Bock (경기대학교 대학원 경영학과, 단국대학교 산학협력단)
Publication Information
Journal of the Korea Society of Computer and Information / v.17, no.7, 2012 , pp. 175-184 More about this Journal
Abstract
The purpose of this study is to investigate the home trading system (HTS) of the security companies in order to examine the critical factors of HTS service quality and the effect of these factors on HTS customer satisfaction and loyalty. The results show : (1) the quality factors of HTS are assurance, reliability, tangible, responsiveness, and empathy, (2) and these quality factors significantly affect customer satisfaction on HTS and customer satisfaction and loyalty to the security company. (3) Also, customer satisfaction on HTS plays an important role in improving customer satisfaction and loyalty to the security company.
Keywords
Stock Investment; Home Trading System; Service Quality; Service Satisfaction;
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