원문정보
Service Quality Model for Click and Mortar Internet Shopping Mall
초록
영어
The literature reveals that service quality is critical determinants affecting customer satisfaction in the retail industry. Recent online B2C studies also show that service quality significantly influences online customer satisfaction. However, research on analyzing antecedents to determine the service quality level of online shopping has not been sufficiently reported. Moreover, the offline synergy effect on the Internet shopping mall has been presented mostly at a conceptual level. The purpose of this study is to investigate key managerial variables exploiting offline synergy, including pure online attributes, that impact on service quality of the click and mortar Internet shopping mall. A survey was conducted for empirical validation of the hypotheses. The results indicate that core offline synergy factors significantly enhance the perceived service quality level of the Internet shopping mall. Implications, limitations, and future research directions are also discussed.
목차
1. 서론
2. 연구의 프레임웍
2.1 온-오프라인 통합 쇼핑몰
2.2 서비스 품질
2.3 성과(Performance)
3. 가설과 연구모델
3.1 정확성 (Reliability)
3.2 확신성 (Assurance)
3.3 공감성 (Empathy)
3.4 응답성 (Responsiveness)
3.4 응답성 (Responsiveness)
3.5 신뢰 (Trust)
3.6 재구매의도 (Re-purchase Intention)
3.7 연구 모형 (Research Model)
4. 실증분석
4.1 연구 설계
4.2 분석 방법
4.3 신뢰도 및 타당성 분석
5. 결과분석
5.1 가설의 검증
5.2 대안 모형과의 비교
6. 논의 및 결론
6.1 연구의 요약
6.2 연구의 시사점
6.3 연구의 한계점 및 향후 연구방향
참고문헌