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SSCI Article

The effects of service quality determinants on social networking site-based commerce: the Malaysian
성명 안종창()
소속 공과대학 정보시스템학과
캠퍼스
우수선정주 2019년 11월 2째주
Author 안종창 (Dept Informat Syst) corresponding author;
Corresponding Author Info Ahn, J (reprint author), Hanyang Univ, Dept Informat Syst, Seoul, South Korea.
E-mail 이메일 아이콘ajchang@hanyang.ac.kr
Document Type Article
Source TOTAL QUALITY MANAGEMENT & BUSINESS EXCELLENCE Volume:30 Issue:13-14 Pages:1480-1494 Published:2019
Times Cited 0
External Information http://dx.doi.org/10.1080/14783363.2017.1372686
Abstract Although the information systems success model has been used widely in measuring the success of e-commerce, limited studies have been conducted focusing on identifying service quality (SQ) determinants that lead to the e-commerce success particularly s-commerce. This study examines the effect of SQ determinants on social networking site (SNS)-based commerce in the s-commerce context from the customer?s perspective by adapting the IS success model and combining it with a modification of SERVQUAL. We analysed a total of 249 samples from an online survey through confirmatory factor analysis (CFA) and the structural equation model (SEM) using IBM SPPS AMOS to test the research model and hypotheses. The results indicate that assurance, responsiveness, and reliability have a significant effect on perceived usefulness and that empathy and responsiveness have a significant effect on customer satisfaction. In addition, the results show a positive relationship among perceived usefulness, customer satisfaction, and net benefits in SNS-based commerce.
Web of Science Categories Management
Funding
Language English
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