Browse > Article
http://dx.doi.org/10.7469/JKSQM.2015.43.2.185

An Effect of SNS Tourism Information Service Quality on User Satisfaction and Reuse Intention: Focusing on Mediating Effect of Value  

Kim, Tae-Kyung (School of Hotel and Tourism, Kyung Hee University)
Cho, Chul-Ho (Department of Hospital Management, Daegu Haany University)
Publication Information
Journal of Korean Society for Quality Management / v.43, no.2, 2015 , pp. 185-200 More about this Journal
Abstract
Purpose: Present study was designed to examine the casual relationships among tourism information service quality, value, user satisfaction, and reuse intention in social network service(SNS). Also, we intended to testify the mediating role of value in causal model. We applied path analysis model in order to test the hypotheses and research model. Methods: Survey tool, that is, questionnaire has obtained validity through literature survey, exploratory survey and pretest and sample 272 was selected. For statistical treatment of pretest and main analysis, SPSS18.0 and AMOS18.0 were employed and structural equation model was employed as analysis method. Results: Result of this study shows as follows. Two factors(ease of understanding and structure) have an effect on user satisfaction and reuse intention, and we found that value played a significant and important role in causal relationship. Therefore, value was empirically confirmed as t he import ant fact or preceding user satisfaction and reuse intention. Conclusion: Present study shows that two factors(ease of understanding and structure) in via of value, were important factors that related business companies have to emphasize to raise performance. However, present study has some limitations to additionally research in the future.
Keywords
Social Network Service; Service Quality; Value; User Satisfaction; Reuse Intention;
Citations & Related Records
연도 인용수 순위
  • Reference
1 Agarwal, R., and Venkatesh, V. 2002. "Assessing a Firm's Web Presence: A Heuristic Evaluation Procedure for the Measurement of Usability." Information Systems Research 13(2):168-186.   DOI
2 Heskett James L., Sasser, W. Earl Jr. and Schlesinger, Leonard A. 1997. The Service Profit Chain, The Free Press.
3 Hyun, Misun. 2007. "The Effects of tourism information web site factors on usefulness, web site attitude and behavior." Doctoral dissertation. University of Sejong.
4 Javalgi, R Raj G., and Moberg, C. R. 1997. "Service loyalty: Implications for service providers." Journal of Services Marketing 11(3):165-179.   DOI
5 Kim, Daejin. 2011. "An Empirical Study on User Satisfaction and the influencing factors for Continuous Usage of Social Network Service." Doctoral dissertation, University of Chungang.
6 Kim, Jinhyun, Ju, Youngmin, Choi, Hong, and Ahn, Shinhyun. 2011. "Upgrades Strategy of Korean Tourism Industry: Seven Trends of Future Tourism and Tourism Policies". Samsung Economic Research Institute 821 CEO Information.
7 Kim, Kyesoo. 2005. "Virtual Internet Community Service and e-Value Creation: Using Structural Equation Modeling." Journal of Korea Business Administration 34(4):1101-1123.
8 Kim, Taekyung, Jung, Samkwon, Lee, Keejong. 2013. "The Effect of Social Network Service Tourism Information quality on Information Trust, Information Satisfaction and Knowledge Sharing." Journal of Hospitality & Tourism Studies 15(4):1-23
9 Lee, M unkyu, a nd F racis, M . Ulgado. 1997. "Consumer E valuation of F ast-food S ervices: a Cross-national Comparison." The Journal of Service Marketing 11(1):39-51   DOI
10 McKinney, V., and Yoon, K. 2002. "The measurement of web-customer satisfaction: An expectation and disconfirmation approach." Information Systems Research 13(3):296-315.   DOI
11 Seo, Woojong, Won, Wookyeon, and Hong, Jinwoon. 2010. "An Empirical Study on the Effects of SNS Website Quality Factors on the User Satisfaction, Intention of Continuous Use, and Intentions of Words-of-Mouth." Industrial Development Institute of Kyungsung Univeristy 26(1):99-132.
12 Taylor, Steven A., and Baker, Thomas L. 1994. "An Assessment of the Relationship between Service Quality and Customer Satisfaction in the Formation of Consumers' Purchase Intentions." 70(2):163-178.   DOI
13 Zeithaml, V. A. 1988. "Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence." Journal of Marketing 52(3):2-22.   DOI
14 Baron, R. M., and Kenny, D. A. 1986. "The Moderator-mediator Variable Distinction in Social Psychological Research: Conceptual, Strategic, and Statistical Considerations." Journal of Personality and Social Psychology 51(6):1173-1182.   DOI
15 Chang, Tung Zong, and Wildt, Albert R. 1994. "Price, Product Information, and Purchase Intention: An Empirical Study." Journal of the Academy of Marketing science 22(1):16-27.   DOI
16 Cho, Chulho, 2007. "An Effect of Website Quality on e-Value and Customer Satisfaction in the Internet Banking." The Academy of Customer Satisfaction Management 9(2):61-78.
17 Cronin, J. J., Brady, M. K., Brand, R. R., Jr, Hightower Roscoe, Shemwell, D. J. 1997. "A Cross-sectional Test of the Effect and Conceptualization of Service Value." Journal of Services Marketing 11(6):375-391.   DOI
18 Cronin, J., Joseph, Jr., and Steven, A. Taylor. 1992. "Measuring Service Quality: A Reexamination and Extension." Journal of Marketing 56(3):55-68.   DOI
19 DeLone, W., and McLean, E. R. 2003. "The DeLone and McLean model of information system: A ten-year update." Journal of Management Informations Systems 19(4):3-30.
20 De Wulf, K., Schillewaert, N., Muylle, S., and Rangarajan, D. 2006. "The rold of pleasure in web site success." Information and Management 43(4):434-446.   DOI
21 Deng, Zhaohua, Lu, Yaobin, Wei, Kee Kwok, and Zhang, Jinlong. 2010. "Understanding Customer Satisfaction and Loyalty: An Empirical Study of Mobile Instant Messages in China." International Journal of Information Management 30(4):289-300.   DOI
22 Dodds, William B., Monroe, Kent B., and Grewal, Dhruv. 1991. "Effects of Price, Brand, and Strore Information on Buyers' Product Evaluations." Journal of Marketing Research 28(3):307-319.   DOI
23 Ostrom, Amy, and Iacobucci, Dawn. 1995. "Consumer Trade-Offs and the Evaluation of Services." Journal of Marketing 59(1):17-28.   DOI
24 Oliver, R. 1993. "Cognitive, Affective, and Attribute Bases of the Satisfaction Response." Journal of Consumer Research 20:418-30.   DOI
25 Oliver, Richard L. 1980. "A Cognitive Model of Antecedents and Consequences of Satisfaction Decisions." Journal of Marketing Research 17(Nov):460-469.   DOI
26 Olsen, Jerry C., and Dover, Philip. 1976. "Effects of Expectation Creation and Disconfirmation on Belief Elements of Cognitive Structure." Association for Consumer Research 3:168-175.
27 Park, Hyunji, Choi, Jungsun, Jung, Haewook, and Kim, Youngha. 2012. "Tourism Destination: The Analysis on Tourists' Use Intention of Social Network Service Quality; Mediating Roles of Trust and Satisfactions." Journal of Korea Hospitality and Tourism Studies 44:82-98.
28 Park, Kyoungja, and Kim, Jaejon. 2012. "The Analysis on Intention of Continuous Use of Social Network Service: Focusing on Moderating Effect of Users' Literacy." Asia Pacific Journal of Information Systems 2012(1):890-896.
29 Park, Sungjun. 2012. "The Influence of the Information Quality of Mobile Travel Contents on the Perceived Usefulness and Behavioral Intention." TmD diss. University of Anyang.
30 Patterson, Paul G., and Spreng, Richard A. 1997. "Modeling the Relationship between Perceived Value, Satisfaction and Repurchase Intentions in a Business-to-businee, Services Context: an Empirical Examination." International Journal of Service Industry Management 8(5):414-434.   DOI   ScienceOn