관광 산업에서 E-서비스품질이 고객만족, 재이용의도 그리고 추천의도에 미치는 영향에 관한 연구
A Study of E-Service Quality Effect on Customer Satisfaction, Reuse Intention and Recommendation Purpose
In this study, researcher analyze the effect of e-service quality on customer satisfaction, reuse intention andrecommendation in Tourist industry. Customer satisfaction is treated as important factor because it can createadditional value for firms. Customer satisfaction can effect on reuse intention and recommendation purpose , Sothere is a needs to find out the role of customer satisfaction in E-service sector. Furthermore, measuring E-servicequality in previous study has too broad context to find out detail effect of E-service quality, so researcher developdetailed questionnaire items. For empirical study, 599 data collected from customer who using e-service about touristindustry. Result of this study show us trust/security and online perfection are important to customer. It means thattrust/security and online perfection should be a major capability when organization consider that provide e-service tocustomer. Researcher suggest conclusion base on empirical analysis with implication of this study and limitation.
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