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http://dx.doi.org/10.9723/jksiis.2010.15.4.083

A Study on the influence of e-Service Quality of Internet Open-Market as Perceived Value, Customer Satisfaction and e-Loyalty  

Kim, Bon-Su ((주)태암개발)
Bae, Mu-Eun (인하대학교 경영학부)
Publication Information
Journal of Korea Society of Industrial Information Systems / v.15, no.4, 2010 , pp. 83-101 More about this Journal
Abstract
Competition in Internet open-market has become fiercer as much for its growth possibility in differentiating from the general commercial market. For this reason, internet open-market entrepreneurs should make effective strategy in improving customers' e-loyalty to survive in the highly competitive internet open-market as in off-line market and to aim for growth through constant profit making. To satisfy with the goal, this study has been performed as the empirical research that confirms to the influence and relationship of e-service quality affected on the perceived value, customer satisfaction and e-loyalty. This is based on the result that e-service quality affected on e-loyalty for internet open-market. The research results are shown as follows; first, all factors including the perceived value and customer satisfaction, except possibility of system use, have the effect of e-service quality. Second, the perceived value between measurements affects significantly on customer satisfaction. And third, the perceive value and the customer satisfaction are a1so meaningfully influential to e-loyalty. The result presents important point that entrepreneurs in Internet open-market need to do their best to maintain in making profits for the future by improving the customers' e-loyalty and securing customers with high loyalty via continually revealing new influential factors on e-service quality, perceived value, and customer satisfaction.
Keywords
e-service quality; perceived value; customer satisfaction; e-loyalty;
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