The effects of service quality determinants on social networking site-based commerce: the Malaysian customers’ perspective
DC Field | Value | Language |
---|---|---|
dc.contributor.author | Sura, Suaini | - |
dc.contributor.author | Ahn, Jongchang | - |
dc.date.accessioned | 2022-07-09T04:06:26Z | - |
dc.date.available | 2022-07-09T04:06:26Z | - |
dc.date.created | 2021-05-12 | - |
dc.date.issued | 2019-10 | - |
dc.identifier.issn | 1478-3363 | - |
dc.identifier.uri | https://scholarworks.bwise.kr/hanyang/handle/2021.sw.hanyang/147060 | - |
dc.description.abstract | Although the information systems success model has been used widely in measuring the success of e-commerce, limited studies have been conducted focusing on identifying service quality (SQ) determinants that lead to the e-commerce success particularly s-commerce. This study examines the effect of SQ determinants on social networking site (SNS)-based commerce in the s-commerce context from the customer?s perspective by adapting the IS success model and combining it with a modification of SERVQUAL. We analysed a total of 249 samples from an online survey through confirmatory factor analysis (CFA) and the structural equation model (SEM) using IBM SPPS AMOS to test the research model and hypotheses. The results indicate that assurance, responsiveness, and reliability have a significant effect on perceived usefulness and that empathy and responsiveness have a significant effect on customer satisfaction. In addition, the results show a positive relationship among perceived usefulness, customer satisfaction, and net benefits in SNS-based commerce. | - |
dc.language | 영어 | - |
dc.language.iso | en | - |
dc.publisher | ROUTLEDGE JOURNALS, TAYLOR & FRANCIS LTD | - |
dc.title | The effects of service quality determinants on social networking site-based commerce: the Malaysian customers’ perspective | - |
dc.type | Article | - |
dc.contributor.affiliatedAuthor | Ahn, Jongchang | - |
dc.identifier.doi | 10.1080/14783363.2017.1372686 | - |
dc.identifier.scopusid | 2-s2.0-85029454703 | - |
dc.identifier.wosid | 000492430200004 | - |
dc.identifier.bibliographicCitation | TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE, v.30, no.13-14, pp.1480 - 1494 | - |
dc.relation.isPartOf | TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE | - |
dc.citation.title | TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE | - |
dc.citation.volume | 30 | - |
dc.citation.number | 13-14 | - |
dc.citation.startPage | 1480 | - |
dc.citation.endPage | 1494 | - |
dc.type.rims | ART | - |
dc.type.docType | Article | - |
dc.description.journalClass | 1 | - |
dc.description.isOpenAccess | N | - |
dc.description.journalRegisteredClass | ssci | - |
dc.description.journalRegisteredClass | scopus | - |
dc.relation.journalResearchArea | Business & Economics | - |
dc.relation.journalWebOfScienceCategory | Management | - |
dc.subject.keywordPlus | INFORMATION-SYSTEMS SUCCESS | - |
dc.subject.keywordPlus | MULTIPLE-ITEM SCALE | - |
dc.subject.keywordPlus | SATISFACTION | - |
dc.subject.keywordPlus | DIMENSIONS | - |
dc.subject.keywordPlus | PERCEPTIONS | - |
dc.subject.keywordPlus | LOYALTY | - |
dc.subject.keywordPlus | DELONE | - |
dc.subject.keywordPlus | MODELS | - |
dc.subject.keywordPlus | TRUST | - |
dc.subject.keywordAuthor | service quality | - |
dc.subject.keywordAuthor | SNS-based commerce | - |
dc.subject.keywordAuthor | s-commerce | - |
dc.subject.keywordAuthor | customer satisfaction | - |
dc.identifier.url | https://www.tandfonline.com/doi/full/10.1080/14783363.2017.1372686 | - |
Items in ScholarWorks are protected by copyright, with all rights reserved, unless otherwise indicated.
222, Wangsimni-ro, Seongdong-gu, Seoul, 04763, Korea+82-2-2220-1365
COPYRIGHT © 2021 HANYANG UNIVERSITY.
Certain data included herein are derived from the © Web of Science of Clarivate Analytics. All rights reserved.
You may not copy or re-distribute this material in whole or in part without the prior written consent of Clarivate Analytics.