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http://dx.doi.org/10.5762/KAIS.2012.13.4.1609

e-Service Quality and Behavioral Intention in the App Shopping Mall  

Chun, Joo-Hyung (Department of Tourism and Leisure Management, ChungWoon University)
Lim, Yeon-Woo (Department of Tourism and Leisure Management, ChungWoon University)
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.13, no.4, 2012 , pp. 1609-1618 More about this Journal
Abstract
We can easily acknowledge the facts that the e-market is increasingly and quickly changed by the smart phone user's. This research focuses the e-service quality and relationship between the e-service quality, customer satisfaction and behavioral intention in the AppShopping Mall. Based on the documentary research, the empirical study was followed by the questionnaire. The 313 usable questionnaires were collected by a self-administered survey. The results reveal that the e-service quality determinants are factors including customer service, app design, security, connectivity and user's convenience, and that the e-service quality is directly or indirectly related to customer satisfaction and behavioral intention. The AppShopping mall managers have to try on their best to find out the customer's needs, manage the lists of the e-service quality and develop the app.
Keywords
AppShopping Mall; e-Service Quality; Smart Phone;
Citations & Related Records
Times Cited By KSCI : 2  (Citation Analysis)
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