Empirical Analysis among the Web Site Information Quality and System Quality on Customer Satisfaction and Customer Loyalty– The Study of Tourism Web Sites in Taiwan

• Main Authors: Lin Shang Ying, 林尚穎
• Other Authors: Liao Nien Hsin
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/56902424902660451949

碩士 === 致理技術學院 === 服務業經營管理研究所 === 98 === This paper refers to the theoretical model of McKinney, Yoon, Zahedi (2002) and samples the experienced users on Taiwan tourism Web sits to examine the intricate relationships among Web information quality (IQ) expectation, Web information quality performance, Web system quality (SQ) expectation, Web system quality performance, customer satisfaction and customer loyalty. This paper then follows by implementation of a structured questionnaire. For a validity analysis, reliability check, descriptive analysis, Pearson correlation analysis, regreasion analysis and according to the objectives and hypotheses of the study. The findings are as follows: 1. Each pairs of Web IQ expectation, Web IQ performance, Web SQ expectation, Web SQ performance, customer satisfaction and customer loyalty are positive correlated significantly. 2. Web IQ expectation has the significant predicting power to Web IQ performance. 3. Web SQ expectation has the significant predicting power to Web SQ performance. 4. All dimensions of the Web IQ expection, Web IQ performance, Web SQ expectation and Web SQ performance have the significant predicting power to customer satisfaction. 5. Customer satisfaction has the significant predicting power to customer loyalty.