원문정보
초록
영어
The physical environment plays an important role in affecting customer perceptions and attitudes. Following Bitner’ well-known “ervicescape”model, this paper examines the tangible aspects regarding the concept of electronic service quality (i.e., e-SERVQUAL). In this paper, e-SERVQUAL construct consists of tangible and intangible e-SERVQUAL. Since the Internet has created a new type of electronic tangible/physical environment, this study investigates the role of tangible e-SERVQUAL in enhancing customers’positive perception of online providers’services.
The effect of tangible e-SERVQUAL on the intangible e-SERVQUAL and the effectiveness of intangible e-SERVQUAL in improving customer satisfaction and loyalty are empirically examined by using data from 468 tourists who have purchased hotel packages during the last three months from the hotel Web sites.
목차
Introduction
Intangible E-Service Quality Factors
Research Hypotheses
Tangible and intangible e-SERVQUAL
Intangible e-SERVQUAL and Customer Satisfaction
Customer Satisfaction and Loyalty
The Moderating Role of Customer Involvement
Research Methodology
Measurement
Data Collection
Results
Unidimensionality Assessment
Structural Equation Models and Hypotheses Testing
Discussion and Implication
References