소셜커머스 서비스 품질이 고객만족에 미치는 영향

• 영문명: The Effect of Service Quality on Customer Satisfaction in Social Commerce Market
• 발행기관: 한국산업경영시스템학회
• 저자명: 최영근(Young-Keun Choi) 이문수(Moonsu Lee) 김선홍(Sun-hong Kim)
• 간행물 정보: 『산업경영시스템학회지』제35권 제3호, 7~15쪽, 전체 9쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2012.09.30

영문 초록

Recently, ‘Social Commerce’ has shown such a rapid growth along with the development of social media such as ‘Twitter’ and ‘Facebook.’ Yet, with the quantitative growth, some problems regarding consumer dissatisfaction has constantly occurred. It is essential for the enterprises to study and reflect a customer satisfaction about goods and service they provide regarding the characteristic of the social commerce scientifically and actively. So, this study measures service quality of social commerce market using SERVQUAL model which was established by Parasuraman (1985). The impact on customer satisfaction was analysed using multiple regression analysis. As a result of the analysis, we found that the tangibility and empathy are important factors for service quality in the social commerce market.

목차

1. 서 론

2. 이론적 고찰

3. 연구설계

4. 실증분석

5. 결 론

참고문헌

키워드

Service Quality Social Commerce SERVEQUAL