Investigating the effect of online service quality of internet duty-free shops on trust and behavioral intention
Rights accessOpen Access
Purpose: This study seeks to identify the effect of service quality in internet duty-free shops on a customer’s trust and behavioral intention. Design/methodology: For this analysis, a survey was executed targeting customers who have used an internet duty-free shop. A total of 210 questionnaires were analyzed using structural equation modeling. Findings: The results revealed that a high online service quality experience using an internet duty-free shop had a positive effect on the customers’ trust. In addition, trust also had a positive effect on the customers’ behavioral intention. Originality/value: This study is the first paper that examines the effect of online service quality in internet duty-free shops in Korea. Results of this study could be used as basic data to help establish day to day management strategies for internet duty-free shops.
CitationChoi, Soo-Ahn; Park, Jin-Woo. Investigating the effect of online service quality of internet duty-free shops on trust and behavioral intention. "Journal of Airline and Airport Management", Desembre 2015, vol. 5, núm. 2, p. 101-115.