Measuring service quality of online bookstores with WebQual
- Authors
- Park, Heejun; Baek, Seung Ik
- Issue Date
- Jul-2007
- Keywords
- Bookstore; e-commerce; Service quality; ServQual; WebQual
- Citation
- Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics), v.4553 LNCS, no.PART 4, pp.95 - 103
- Indexed
- SCOPUS
- Journal Title
- Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
- Volume
- 4553 LNCS
- Number
- PART 4
- Start Page
- 95
- End Page
- 103
- URI
- https://scholarworks.bwise.kr/hanyang/handle/2021.sw.hanyang/179830
- ISSN
- 0302-9743
- 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.
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