Journal of the Korean Operations Research and Management Science Society (한국경영과학회지)

The Korean Operations Research and Management Science Society (한국경영과학회)
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The Effect of Service Quality on Customer Satisfaction in a Internet Shopping Mall : The Moderating Role of the Internet Community Type

인터넷 쇼핑몰에서 서비스 품질요인이 고객이용만족에 미치는 영향 : 인지된 커뮤니티 유형의 조절효과

  • 김정욱 (세종대학교 경영학과) ;
  • 고준 (전남대학교 경영대학 경영학과)
  • Published : 2005.06.01
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Abstract

This study aims to identify service factors that satisfy customers in the internet shopping mail context. The study examines the relationship between service qualify and customer satisfaction, and explores the moderating role of the internet community type (i. e., transaction community group, interest community group and fantasy community group). By analyzing 188 questionnaires, we found that out of the five service quality dimensions, only reliability, tangibility, assurance and responsiveness dimensions have positive effects on customer satisfaction. We also found that there is a significant difference in the relationship between service quality and customer satisfaction by the perceived type of internet community implications of the findings and future research directions are discussed.

Keywords

References

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