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http://dx.doi.org/10.5762/KAIS.2020.21.11.125

A study on factors that affect service quality of SNS based commerce  

Choi, Jung-Woon (Division of Information System, Hanyang University)
Lee, Ook (Division of Information System, Hanyang University)
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.21, no.11, 2020 , pp. 125-138 More about this Journal
Abstract
Currently, the e-commerce market in Korea is growing rapidly, particularly in online commerce, and transactions through SNS are constantly increasing. This study assessed the quality of service based on SNS by modifying and combining SNS-based applications and services. Two hundred and sixteen surveys from an online survey conducted using a cumulative sampling technique were analyzed. The confidence, empathy, responsiveness, reliability, perceived usefulness, and customer satisfaction were independent variables. The perceived usefulness, customer satisfaction, and net profit were considered dependent variables. The results of 11 hypotheses were derived through SPSS 25. The results show that the perceived usefulness and customer satisfaction are affected by assurance, empathy, responsiveness, and reliability. In addition, SNS - based commerces show a significant relationship between perceived usefulness, customer satisfaction, and net benefits. The significant results are expected to help in future related research.
Keywords
E-Commerce; SNS; Information System; SERVQUAL; Applications;
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Times Cited By KSCI : 2  (Citation Analysis)
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