Measuring service quality of online bookstores with WebQual

Park Heejun; Baek Seung

Measuring service quality of online bookstores with WebQual

Park Heejun, Baek Seung

Department of Industrial Engineering

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

8 Citations (Scopus)

Abstract

With the rapid growth of the Internet technology, e-Commerce has taken one major way of doing business. However, research on the measurement of e-Commerce service quality, has not been sufficient. Only the evaluation of web sites has been used to measure indirectly service quality of e-Commerce. Due to paucity of research on the measurement, the robust research result has not been achieved, and some research presented inconsistent results in the same domain. This research used WebQual, a measurement uniquely developed for e-Commerce service quality through continuous revisions, to measure e-Commerce quality of four representative Internet Bookstores in Korea. Some statistical analyses were conducted to verify the reliability and validity of WebQaul as an e-Commerce service measurement. According to the research results, WebQual was confirmed as a robust e-Commerce measurement in terms of its reliability and validity. Further, it is identified that e-Commerce service quality, customer satisfaction, and site revisit have positive relationships in sequence.

Original language	English
Title of host publication	Human-Computer Interaction
Subtitle of host publication	HCI Intelligent Multimodal Interaction Environments - 12th International Conference, HCI International 2007, Proceedings
Pages	95-103
Number of pages	9
Edition	PART 4
Publication status	Published - 2007
Event	12th International Conference on Human-Computer Interaction, HCI International 2007 - Beijing, China Duration: 2007 Jul 22 → 2007 Jul 27

Publication series

Name	Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
Number	PART 4
Volume	4553 LNCS
ISSN (Print)	0302-9743
ISSN (Electronic)	1611-3349

Other

Other	12th International Conference on Human-Computer Interaction, HCI International 2007
Country	China
City	Beijing
Period	07/7/22 → 07/7/27

All Science Journal Classification (ASJC) codes

Theoretical Computer Science
Computer Science(all)

Access to Document

Fingerprint Dive into the research topics of 'Measuring service quality of online bookstores with WebQual'. Together they form a unique fingerprint.

Cite this

Heejun, P., & Seung, B. (2007). Measuring service quality of online bookstores with WebQual. In Human-Computer Interaction: HCI Intelligent Multimodal Interaction Environments - 12th International Conference, HCI International 2007, Proceedings (PART 4 ed., pp. 95-103). (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 4553 LNCS, No. PART 4).

Heejun, Park ; Seung, Baek. / Measuring service quality of online bookstores with WebQual. Human-Computer Interaction: HCI Intelligent Multimodal Interaction Environments - 12th International Conference, HCI International 2007, Proceedings. PART 4. ed. 2007. pp. 95-103 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); PART 4).

@inproceedings{c23fe4fa2d8e48c7a82f61faeb6de233,

title = "Measuring service quality of online bookstores with WebQual",

abstract = "With the rapid growth of the Internet technology, e-Commerce has taken one major way of doing business. However, research on the measurement of e-Commerce service quality, has not been sufficient. Only the evaluation of web sites has been used to measure indirectly service quality of e-Commerce. Due to paucity of research on the measurement, the robust research result has not been achieved, and some research presented inconsistent results in the same domain. This research used WebQual, a measurement uniquely developed for e-Commerce service quality through continuous revisions, to measure e-Commerce quality of four representative Internet Bookstores in Korea. Some statistical analyses were conducted to verify the reliability and validity of WebQaul as an e-Commerce service measurement. According to the research results, WebQual was confirmed as a robust e-Commerce measurement in terms of its reliability and validity. Further, it is identified that e-Commerce service quality, customer satisfaction, and site revisit have positive relationships in sequence.",

author = "Park Heejun and Baek Seung",

note = "Copyright: Copyright 2008 Elsevier B.V., All rights reserved.; 12th International Conference on Human-Computer Interaction, HCI International 2007 ; Conference date: 22-07-2007 Through 27-07-2007",

year = "2007",

language = "English",

isbn = "9783540731092",

series = "Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)",

number = "PART 4",

pages = "95--103",

booktitle = "Human-Computer Interaction",

edition = "PART 4",

}

Heejun, P & Seung, B 2007, Measuring service quality of online bookstores with WebQual. in Human-Computer Interaction: HCI Intelligent Multimodal Interaction Environments - 12th International Conference, HCI International 2007, Proceedings. PART 4 edn, Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), no. PART 4, vol. 4553 LNCS, pp. 95-103, 12th International Conference on Human-Computer Interaction, HCI International 2007, Beijing, China, 07/7/22.

Measuring service quality of online bookstores with WebQual. / Heejun, Park; Seung, Baek.

Human-Computer Interaction: HCI Intelligent Multimodal Interaction Environments - 12th International Conference, HCI International 2007, Proceedings. PART 4. ed. 2007. p. 95-103 (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); Vol. 4553 LNCS, No. PART 4).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution

TY - GEN

T1 - Measuring service quality of online bookstores with WebQual

AU - Heejun, Park

AU - Seung, Baek

PY - 2007

Y1 - 2007

N2 - With the rapid growth of the Internet technology, e-Commerce has taken one major way of doing business. However, research on the measurement of e-Commerce service quality, has not been sufficient. Only the evaluation of web sites has been used to measure indirectly service quality of e-Commerce. Due to paucity of research on the measurement, the robust research result has not been achieved, and some research presented inconsistent results in the same domain. This research used WebQual, a measurement uniquely developed for e-Commerce service quality through continuous revisions, to measure e-Commerce quality of four representative Internet Bookstores in Korea. Some statistical analyses were conducted to verify the reliability and validity of WebQaul as an e-Commerce service measurement. According to the research results, WebQual was confirmed as a robust e-Commerce measurement in terms of its reliability and validity. Further, it is identified that e-Commerce service quality, customer satisfaction, and site revisit have positive relationships in sequence.

AB - With the rapid growth of the Internet technology, e-Commerce has taken one major way of doing business. However, research on the measurement of e-Commerce service quality, has not been sufficient. Only the evaluation of web sites has been used to measure indirectly service quality of e-Commerce. Due to paucity of research on the measurement, the robust research result has not been achieved, and some research presented inconsistent results in the same domain. This research used WebQual, a measurement uniquely developed for e-Commerce service quality through continuous revisions, to measure e-Commerce quality of four representative Internet Bookstores in Korea. Some statistical analyses were conducted to verify the reliability and validity of WebQaul as an e-Commerce service measurement. According to the research results, WebQual was confirmed as a robust e-Commerce measurement in terms of its reliability and validity. Further, it is identified that e-Commerce service quality, customer satisfaction, and site revisit have positive relationships in sequence.

UR - http://www.scopus.com/inward/record.url?scp=38149079929&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=38149079929&partnerID=8YFLogxK

M3 - Conference contribution

AN - SCOPUS:38149079929

SN - 9783540731092

T3 - Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)

SP - 95

EP - 103

BT - Human-Computer Interaction

T2 - 12th International Conference on Human-Computer Interaction, HCI International 2007

Y2 - 22 July 2007 through 27 July 2007

ER -

Heejun P, Seung B. Measuring service quality of online bookstores with WebQual. In Human-Computer Interaction: HCI Intelligent Multimodal Interaction Environments - 12th International Conference, HCI International 2007, Proceedings. PART 4 ed. 2007. p. 95-103. (Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics); PART 4).