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 -