초록 열기/닫기 버튼
This research incorporates the effect of pension web-site quality on pension selection, satisfaction and recommendation intention by focusing on moderating effect of pension visitors' WOM and expectation-perception differences. The results from the analyses are as follows: First, three factors for the web quality were found; 'information quality', 'design quality', and 'service quality. Second, Pension choice was not influenced by the moderating variable of visitors' WOM but the pension website quality was. Third, the moderating effect of the difference between expectation and perception was found among the website quality, satisfaction, recommendation. Therefore, hypotheses have been accepted. According to this results, the pension website's competitiveness could be improved by providing the undistorted information about the entities of the pension. This approach can be successful through the continuous feedback of the consumers' attitudes.
키워드열기/닫기 버튼
Website Quality, Pension Selection, Word of Mouth: WOM, Expectation-Perception Discrepancy
