The Effects of Electronic Service Quality and Electronic Service Recovery Quality on Customer Loyalty – An Empirical Study of Travel Website

• Main Authors: Shih-Min Wang, 王士銘
• Other Authors: Pi-Chuan Sun
• Format: Others
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/15982955683351524540

碩士 === 大同大學 === 事業經營學系(所) === 96 === Online shopping environment is increasingly mature in Taiwan. Relying on the Internet and trust Mark certification system, netizen’s online shopping habits are gradually mature. The integration of travel industry and network increases the appeal to consumers and value-added of tourism products. However, how the travel website can stand out among competitors? The travel website online service quality is an important research topic in e-commerce context. In addition to service quality consumers also pay attention to their rights. Recovery practices are usually needed to compensate unsatisfied service. However, the empirical researches on online service quality and online recovery services are few. Thus, this study examines the impacts of online service quality and recovery services quality of travel website on customers trust, satisfaction and loyalty. The research subjects in this study were teachers of junior and high school in Taipei City and Taipei County who have experience in transaction on travel website. Questionnaire survey by e-mail was used to collect data. In On-line Service Quality, the study shows that efficiency, fulfillment, and privacy has a positive effect on trust, and efficiency, fulfillment has a positive effect on .customer satisfaction. In On-line Recovery Service Quality , responsiveness and contact has a positive effect on trust. Trust has a positive effect on loyalty.