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http://dx.doi.org/10.6109/jkiice.2014.18.4.957

The Influence of the Service Quality on the Customer Satisfaction and Repurchase Intention in Chinese Internet Shopping Mall  

Liu, Jia Yu (Department of Business Administration, Dona-A University)
Choi, Min-Cheol (Department of Business Administration, Dona-A University)
Song, Han-Sik (Department of Business Administration, Dona-A University)
Publication Information
Journal of the Korea Institute of Information and Communication Engineering / v.18, no.4, 2014 , pp. 957-964 More about this Journal
Abstract
This study analyzes the influence of the service quality of Chinese internet shopping mall on the customer satisfaction. This study also analyzes the influence of the customer satisfaction on the repurchase intention. Then this study examines whether there is a difference among the influences of the service quality on the customer satisfaction depending on the types of shopping mall and the users' traits. As a result, when it comes to the service quality, responsiveness and empathy influence customer satisfaction and the customer satisfaction influences repurchase intention similarly. And this research reveals that the service quality can differently influence on the customer satisfaction depending on the types of shopping mall and the users' gender and ages. And then the implication in accordance with analyses result is mentioned.
Keywords
Chinese Internet Shopping Mall; Service Quality; Customer Satisfaction; Repurchase Intention;
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