A Research on Mobile E-Commerce Service Quality on Customer Satisfaction and Repurchase Intention Influence

• 발행기관: 한국유통과학회
• 저자명: Fan Zhang
• 간행물 정보: 『한국유통과학회 학술대회 논문집』2017년 동계 국제학술대회, 113~116쪽, 전체 4쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2017.12.27

영문 초록

The rapid development of Internet makes electronic commerce become a new favorite business mode, and the popularity of mobile network and mobile innovation leads to a new round of business innovation, i.e., mobile e-commerce. With the largest mobile Internet users in the world, China has a potentially large customer base in mobile e-commerce. Mobile e-commerce has preliminarily developed. TO investigate Mobile e-commerce service quality factors influencing on customer satisfaction and repurchase intention, this study used SERVQUAL theory and ECM model as a theoretical foundation. Based on SERVQUAL theory and ECM model, six critical variables were examined. This study collected data by a survey method for an empirical. A total of 340 replies were used for data analysis. While 340 replies were collected from Chinese users of Mobile e-commerce. The collected data were analyzed by SPSS technique. As results of SPSS analysis all Of the 7 hypotheses, 4 hypotheses are adopted and 3 are deleted. First, it was proved that most mobile commerce quality has a significant influence on customer satisfaction. Second, it was proved that there is a certain moderating effect of mobile familiarity on the influential relationship between mobile commerce quality and customer satisfaction.

목차

Abstract

1. Introduction

2. Literature Review

3. Research Design

4. Research Method

5. Analysis and Result

6. Conclusions

References

키워드

Mobile E-Commerce Service Quality Customer Satisfaction Repurchase Intention