Measuring Service Quality and Customer Satisfaction in Online Trading Services on Smart Phones

摘要：

This study focuses on smart phones suitability as a mean for online trading,and on the impact of smart phone services on customers satisfaction. Key resources for smart phone trading services are classified in three categories:service contents,wireless network services and features of smart phones.For each category,critical-servicerelated factors were identified.Using SERVQUAL and WebQual models,we developed an extended model for measuring the smart phone trading services quality.PLS (Partial Least Square) model which is one of the Structural Equation Modeling is used to test research hypothesis.Reliability and validity have also been tested.This research shows that usability and information of the online services (digital contents),accessibility,security and economic feasibility of the wireless Internet services (wireless networks) have significant impact on customers satisfaction.

关键词： Smart phone online trading service quality SERVQUAL WebQual customer satisfaction

作者: Ju Yeong,LEE Woo Hyun,KIM Chae Rhee,KIM

作者单位: Graduate School of Information Yonsei University Seoul,120-749,Korea (ROK)

会议类型: 国际会议

会议名称: 2011 International Conference on Computer and Network Engineering(ICCNE 2011)(2011年计算机与网络工程国际会议)

会议地点: 郑州

会议语种:英文

页码: 146-150

在线出版日期: 2011-06-17（万方平台首次上网日期，不代表论文的发表时间）