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
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,...
Main Authors: | , |
---|---|
Other Authors: | |
Format: | Others |
Language: | zh-TW |
Published: |
2010
|
Online Access: | http://ndltd.ncl.edu.tw/handle/56902424902660451949 |
id |
ndltd-TW-098CIT08823002 |
---|---|
record_format |
oai_dc |
spelling |
ndltd-TW-098CIT088230022015-10-13T18:25:53Z http://ndltd.ncl.edu.tw/handle/56902424902660451949 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 網站資訊品質及網站系統品質對顧客滿意與顧客忠誠之實證研究—以台灣旅遊網站為例 Lin Shang Ying 林尚穎 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. Liao Nien Hsin 廖年欣 2010 學位論文 ; thesis 68 zh-TW |
collection |
NDLTD |
language |
zh-TW |
format |
Others
|
sources |
NDLTD |
description |
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.
|
author2 |
Liao Nien Hsin |
author_facet |
Liao Nien Hsin Lin Shang Ying 林尚穎 |
author |
Lin Shang Ying 林尚穎 |
spellingShingle |
Lin Shang Ying 林尚穎 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 |
author_sort |
Lin Shang Ying |
title |
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 |
title_short |
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 |
title_full |
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 |
title_fullStr |
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 |
title_full_unstemmed |
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 |
title_sort |
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 |
publishDate |
2010 |
url |
http://ndltd.ncl.edu.tw/handle/56902424902660451949 |
work_keys_str_mv |
AT linshangying empiricalanalysisamongthewebsiteinformationqualityandsystemqualityoncustomersatisfactionandcustomerloyaltythestudyoftourismwebsitesintaiwan AT línshàngyǐng empiricalanalysisamongthewebsiteinformationqualityandsystemqualityoncustomersatisfactionandcustomerloyaltythestudyoftourismwebsitesintaiwan AT linshangying wǎngzhànzīxùnpǐnzhìjíwǎngzhànxìtǒngpǐnzhìduìgùkèmǎnyìyǔgùkèzhōngchéngzhīshízhèngyánjiūyǐtáiwānlǚyóuwǎngzhànwèilì AT línshàngyǐng wǎngzhànzīxùnpǐnzhìjíwǎngzhànxìtǒngpǐnzhìduìgùkèmǎnyìyǔgùkèzhōngchéngzhīshízhèngyánjiūyǐtáiwānlǚyóuwǎngzhànwèilì |
_version_ |
1718033158717308928 |