A Study on the Relationships among Service Quality, Customer Satisfaction and Behavioral Intention – Online Shopping as an Example.
| Autor: | LIN, CHING-HUI, 林靜慧 |
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| Rok vydání: | 2017 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 105 This research intends to describe the relationship among service quality, customer satisfaction and customer purchase intention for Taiwanese online stores. This study reviews some of literatures about online service quality, customer satisfaction and repurchases intention and analyzes 292 as total and there are 246 valid samples which are collected from average target market (males and females currently working, college students and some housewife). We tested our hypotheses by variance analysis and regression analysis. In the result of our study that we found (1) Customer satisfaction of online shopping has a significantly positive impact on consumer’s age. (2)Consumer’s purchase intention of the online purchase has a significantly positive difference on consumer’s age. (3) Customer satisfaction has a significantly positive impact on repurchase intention.(4) Customer’s satisfaction has a moderating effect between online service quality and purchase intention. Finally, this study also provides some practical suggestion of service to online enterprises. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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