The Information Technology Service Quality and Customer Loyalty：Combine the View of Online and Offline

• Main Authors: HSUEH,WEI-TE, 薛維德
• Other Authors: YEH,KENG-JUNG
• Format: Others
• Language: zh-TW
• Published: 2015
• Online Access: http://ndltd.ncl.edu.tw/handle/p5tfe7

碩士 === 國立中正大學 === 資訊管理學系暨研究所 === 103 === Service quality has been an issue of concern to many scholars, which from physical store to virtual network has a deeply discussion. And the past study not only confirmed service quality could affect customer satisfaction, but also customer loyalty. However, mobile devices and Internet have developed now, trading type already from a single type like online or offline to the mixed pattern. But the past study of service quality only focus on online or offline, which were less combine them together discuss service quality. And E-commerce has developed towards to O2O’s trading type, service quality should contain online and offline so that trading process could be complete. Because the past study about this part were lack, in this study hope for the concept O2O to create a O2O service quality measurements model. And using Longitudinal Research method to Observe entire O2O trading process. Thereby allow companies to understand the consumer in the trading process, which part should focus on. Then companies could enhance and improve deficiencies to promote customer satisfaction and create customer loyalty. Finally achieve business sustainable development.