A Study on the Effects of Service Recovery Attributes and Service Recovery Quality on Customer Satisfaction—A case of On-line Games
| Autor: | Tai-ming Lee, 李泰茗 |
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| Rok vydání: | 2007 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 95 As the internet environment mature, the On-line games grow rapidly and become more and more popular. Recently, the importance of service quality for e-commerce is emphasized by researchers. Besides, most researchers also supposed service quality influences customer’s satisfaction and loyalty, and further influence customers behaviors. On the other hand, it is important how to develop and maintain the relationships between customers and the company .However, service failures always encounter at offering services, and customers might complain these service failures which damage the relationships So we must take the best service recovery actions to repair them. Basing on above statements, this research constructed a new measurement of the service quality model for On-line games. The result revealed that effectiveness and superiority of the new model. The study also utilized SEM to validate the new model, and find that the Response speed and Initiation are most important attributes on Online Games. Finally, the managers can use this new model to improve service quality in order to enforce the firm’s competitiveness. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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