Measuring service quality of online bookstores with WebQual

Park Heejun, Baek Seung

Research output: Chapter in Book/Report/Conference proceedingConference contribution

11 Citations (Scopus)


With the rapid growth of the Internet technology, e-Commerce has taken one major way of doing business. However, research on the measurement of e-Commerce service quality, has not been sufficient. Only the evaluation of web sites has been used to measure indirectly service quality of e-Commerce. Due to paucity of research on the measurement, the robust research result has not been achieved, and some research presented inconsistent results in the same domain. This research used WebQual, a measurement uniquely developed for e-Commerce service quality through continuous revisions, to measure e-Commerce quality of four representative Internet Bookstores in Korea. Some statistical analyses were conducted to verify the reliability and validity of WebQaul as an e-Commerce service measurement. According to the research results, WebQual was confirmed as a robust e-Commerce measurement in terms of its reliability and validity. Further, it is identified that e-Commerce service quality, customer satisfaction, and site revisit have positive relationships in sequence.

Original languageEnglish
Title of host publicationHuman-Computer Interaction
Subtitle of host publicationHCI Intelligent Multimodal Interaction Environments - 12th International Conference, HCI International 2007, Proceedings
Number of pages9
EditionPART 4
Publication statusPublished - 2007
Event12th International Conference on Human-Computer Interaction, HCI International 2007 - Beijing, China
Duration: 2007 Jul 222007 Jul 27

Publication series

NameLecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics)
NumberPART 4
Volume4553 LNCS
ISSN (Print)0302-9743
ISSN (Electronic)1611-3349


Other12th International Conference on Human-Computer Interaction, HCI International 2007

All Science Journal Classification (ASJC) codes

  • Theoretical Computer Science
  • General Computer Science


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