An Exploration of Factor's of Service Quality influencing at User's Satisfaction and Distribution Channel of the Digital Contents |
Suh, Jung Han
(한양대학교)
Bae, Soonh Han (한양대학교) Kim, Young Gook (오픈타이드 코리아) Choi, Jae Young (부천대학교 e-비즈니스과) |
1 | 한국 콘텐츠 진흥원(2010), 한국 DC 산업 현황과 아시아, 태평양 진출 활성화 방안, 한국콘텐츠 진흥원. |
2 | Cronroos, C., "A servcie quality model and its marketing implications," European Journal of Marketing, 18(4), 1984, pp. 36-44. DOI |
3 | Parasuraman, A., Zeithaml, V. A., Berry, L. L., "A conceptual model of service quality and its implications for future research," Journal of Marketing, 49(fall), 1985, pp. 41-50. |
4 | Oliver, R. L., "A cognitive model of antecedents and consequences of satisfaction decisions," Journal of Marketing Research, 17(November), 1980, pp. 460-469. DOI |
5 | Parasuraman, A., Zeithaml, V. A., Berry, L. L., "SERVQUAL : A multiple-item scale for measuring consumer perceptions of service quality," Journal of Retailing, 64(spring), 1988, pp. 12-40. |
6 | Asubonteng P., McCleary, K., & Swan, J. E., "SERVQUAL revisited: a critical review of service quality," Journal of services Marketing, 10(6), 1996, pp. 62-81. DOI ScienceOn |
7 | Babakus, E., & Boller, G. W., "An empirical assessment of the SERVQUAL scale," Journal of Business Research, Vol. 24, 1992, pp. 253-268. DOI ScienceOn |
8 | Carman, J. M., "Consumer perceptions of service quality : An assessment of the SERVQUAL dimensions," Journal of Retailing 66(1), 1990, pp. 33-55. |
9 | ]Parasuraman, A., Zeithaml V. A., Berry, L. L., "Refinement and reassessment of the SERVQUAL scale," Journal of retailing 67(winter), 1991, pp. 420-450. |
10 | Cronin, J. J. Jr. & Taylor, S. A., "Measuring service quality : A reexamination and extension," Journal of Marketing, 56(3), 1992, 55-68. DOI ScienceOn |
11 | Teas, R. K., "Expectations, performance evaluation and consumers' perceptions of quality," Journal of Marketing, 57(october), 1993, pp. 18-34. DOI |
12 | Liu C. and Arnett P. K., "Exploring the factors associated with Web site success in the context of electronic commerce," Information & Management, Vol. 38, 2000, pp. 22-33. |
13 | Gounaris, S. and Dimmitriadis, S., "Assessing service quality on the Web: evidence from business-to-comsumer portals," Journal of Services Marketing, Vol. 7, No. 5, 2003, pp. 529-548. |
14 | Van Iwaarden, J., Van der Wiele, T., Ball, L. and Millen, R., "Applying SERVQUAL to Web sites: an exploratory study," International Journal of Quality & Reliability Management, Vol. 20, No. 8, 2003, pp. 919-935. DOI ScienceOn |
15 | Trocchia, P. J. and Janda S., "How do consumers evaluate Internet retail service quality?," Journal of Services Marketing, Vol. 17, No. 3, 2003, pp. 243-253. DOI ScienceOn |
16 | Yang, Z., Peterson, R. and Cai, S., "Services quality dimensions of Internet retailing: an exploratory analysis," Journal of Services Marketing, Vol. 17, No. 7, 2003, pp. 685-700 DOI ScienceOn |
17 | 이문규, "e-SERVQUAL:인터넷 서비스 품질의 소비자 평가 측정도구," 마케팅연구, 제17권, 제1호, 2002. |
18 | Bailey, J. and Pearson, S. W., "Development of a tool for measuring and analyzing computer user satisfaction," Management Science, Vol. 29, No. 50, 1983, pp. 530-545. DOI |
19 | Delone, W. H. and Mclean, E. R., "Information System Success: The Quest for the Dependent Variable," Information Systems Research, March, 1992, pp. 60-95. |
20 | Woodside, Arch G., Lisa L. Frey and Rovert Timothy Daly, "Linking Service Quality, Customer Satisfaction and Behavior intention," Journal of Health Care Marketing, December, 1989, pp. 5-17. |
21 | Bitner, Mary Jo, "Evaluating Service Encounters: The Effects of Physical Surrounding and Employee Responses," Journal of Marketing, Vol. 54, No. 5, 1990, pp. 69-81. DOI |