TY - GEN
T1 - A study on service quality determinants that influence continued success of portal online community services
AU - Jung In, Kim
AU - Rye, Ahn Seung
AU - Lee, Choong C.
PY - 2009
Y1 - 2009
N2 - Online community refers to a social gathering of people who form a network of long-term public discussions in a virtual space on common interests or experiences. The purpose of this study is to establish the factors that decide service quality of portal online services and to examine the effect of portal service quality on customer satisfaction and intention to switch to another portal. Independent variables\ include tangibles, reliability, responsiveness, assurance and empathy of Parasuraman, Zeithaml and Berry [1][2] (called PZB hereafter). These variables were selected as determinants of online community service quality and comparatively reviewed. Analysis was done using survey on 198 subjects with prior experience in online community use. As a result, service quality was found to have a significant effect on customer satisfaction and intention of users to switch to another portal. Empathy was the factor with largest influence both on customer satisfaction and intention to switch. Empathy, tangibles and responsiveness were found to influence customer satisfaction, and empathy, assurance and reliability were found to influence intention to switch.
AB - Online community refers to a social gathering of people who form a network of long-term public discussions in a virtual space on common interests or experiences. The purpose of this study is to establish the factors that decide service quality of portal online services and to examine the effect of portal service quality on customer satisfaction and intention to switch to another portal. Independent variables\ include tangibles, reliability, responsiveness, assurance and empathy of Parasuraman, Zeithaml and Berry [1][2] (called PZB hereafter). These variables were selected as determinants of online community service quality and comparatively reviewed. Analysis was done using survey on 198 subjects with prior experience in online community use. As a result, service quality was found to have a significant effect on customer satisfaction and intention of users to switch to another portal. Empathy was the factor with largest influence both on customer satisfaction and intention to switch. Empathy, tangibles and responsiveness were found to influence customer satisfaction, and empathy, assurance and reliability were found to influence intention to switch.
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U2 - 10.1109/ICCSIT.2009.5234972
DO - 10.1109/ICCSIT.2009.5234972
M3 - Conference contribution
AN - SCOPUS:70449106001
SN - 9781424445196
T3 - Proceedings - 2009 2nd IEEE International Conference on Computer Science and Information Technology, ICCSIT 2009
SP - 171
EP - 175
BT - Proceedings - 2009 2nd IEEE International Conference on Computer Science and Information Technology, ICCSIT 2009
T2 - 2009 2nd IEEE International Conference on Computer Science and Information Technology, ICCSIT 2009
Y2 - 8 August 2009 through 11 August 2009
ER -