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http://dx.doi.org/10.11627/jkise.2012.35.4.186

A Composite Model for Exploring Factors of Service Quality Satisfaction in G2B Electronic Commerce  

Kim, Chong Su (Dept. of Industrial and Management Engineering, Hannam University)
Publication Information
Journal of Korean Society of Industrial and Systems Engineering / v.35, no.4, 2012 , pp. 186-193 More about this Journal
Abstract
Assessing service quality and satisfaction is the essential part of service science. In this study, for G2B electronic commerce service composed of information systems and human resources, a composite research model for exploring factors of service quality satisfaction is proposed. The proposed model uses SERVQUAL's five quality dimensions as independent antecedent factors and usefulness and ease-of-use of the technology acceptance model as mediating factors. A case of a G2B purchase service is empirically studied using the proposed model. The result shows that the proposed composite model is good and appropriate for explaining the characteristics of G2B services.
Keywords
Service Quality; Technology Acceptance Model; SERVQUAL; G2B;
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