e-서비스 품질과 관계품질이 마케팅성과에 미치는 영향

• 영문명: A Study on the Effect of Financial Service's e- Service Quality and Relation Quality on Marketing Result in Korea
• 발행기관: 한국무역연구원
• 저자명: 박현숙(Hyeon-Suk Park) 이명진(Myung-Jin Lee)
• 간행물 정보: 『무역연구』제6권 제1호, 29~53쪽, 전체 25쪽
• 주제분류: 경제경영 > 무역학
• 파일형태: PDF
• 발행일자: 2010.03.30

영문 초록

The purpose of this study is to develop and examine e-SQ from a hometrading system(HTS) perspective and take a closer examination on the cause and effect relationship between customer satisfaction and customer loyalty. Through our research , we present the following results. First, We have determined that there are seven dimensions(32 variables) of the e-SQ dimensions that can be applied to HTS: confidence, responsiveness, flexibility, the ease of usage, security, price and customization. Second, the study examines e-Service Quality from measurement filtering and the dimension concepts of e-SQ and the applicability of it in the hometrading industry. Third, We found that through our analysis of research models, relationship quality's mutual point of action factor and the professionalism factor have an effect on customer satisfaction, and among the e- SQ factors, materiality factor, security factor, price factor, and the customization factor have the most effect on customer satisfaction. Also customer satisfaction factor has an effect customer loyalty.

목차

Abstract

Ⅰ. 서 론

II. 이론적 배경

Ⅲ. e-Service 품질 척도개발

Ⅳ. 연구모형 및 가설검증

Ⅴ. 결 론

참고문헌

키워드

e-SQ HTS customer satisfaction customer loyalty