온라인 여행업의 e-서비스품질이 관계의 질과 충성도에 미치는 영향에 관한 연구
분야
사회과학 > 관광학
저자
장윤희 ( Yoon Hee Jang ) , 유재원 ( Jae Won Yu ) , 서진욱 ( Jin Wook Seo )
발행기관
관광경영학회
간행물정보
관광경영연구 2012년, 제53권 277~300페이지(총24페이지)
파일형식
31600819.pdf [무료 PDF 뷰어 다운로드]
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    영문초록
    This study was to find the significant components of e-service quality in the online travel business, to explore the significant factors on quality of relations for satisfaction and trust, and to analyze quality of relations on loyalty. In order to accomplish empirical study, two hundred thirty seven of two hundred fifty questionnaires distributed were collected, two hundred thirty three of them were used, and the undependable four questionnaires were removed for further research. Frequency analysis, reliability analysis, factor analysis, correlation analysis, and multiple regression analysis were conducted by SPSS 15.0. As the findings of the research, the factors of ``reactivity,`` ``aesthetics,`` and ``information,`` in the components of e-service quality, were proved to exert positive effects on ``satisfaction.`` In addition, it was found that ``security,`` ``information,`` ``reliability,`` and ``interaction,`` have positive effects on ``trust.`` Final finding was discussed that ``satisfaction,`` and ``trust,`` of quality of relations have positive effect on ``loyalty.``
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