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http://dx.doi.org/10.7469/JKSQM.2012.40.2.219

A Study on Web Service Quality and Role of Relationship Quality of Job Information Sites  

Cho, Chul-Ho (Department of Hospital Management, Daegu Haany University)
Publication Information
Journal of Korean Society for Quality Management / v.40, no.2, 2012 , pp. 219-230 More about this Journal
Abstract
These days, getting a gob is emerging as a hot social issue, and specialized sites offering job information are rapidly increasing. On the contrary of quantitative increase, job information sites have lots of problems with respect to satisfying customer's needs. This study is designed to explore web-site service quality factors in job information site, and relationship among characteristic web service quality, customer satisfaction, relationship quality and reuse intention. In this study we found that customer satisfaction is prior to relationship quality, which decide long-term customer relationship. And also, Trust which is one of the relationship quality and customer satisfaction affect customers reuse intent respectively. This study also found that characteristic service quality in related to job information site can be composed of four factors such as delivery of information, customization, web design and interaction. Delivery of information, web design and interaction affect trust, and web design and interaction affect customer satisfaction. And also relationship quality is prior to reuse intention.
Keywords
Job Information Site; Website Service Quality; Relationship Quality; Customer Satisfaction; Revisit intention;
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Times Cited By KSCI : 4  (Citation Analysis)
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