Investigating the effect of online service quality of internet duty-free shops on trust and behavioral intention
Visualitza/Obre
Estadístiques de LA Referencia / Recolecta
Inclou dades d'ús des de 2022
Cita com:
hdl:2117/81125
Tipus de documentArticle
Data publicació2015-12
EditorOmniaScience
Condicions d'accésAccés obert
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continguts d'aquesta obra estan subjectes a la llicència de Creative Commons
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Reconeixement-NoComercial 3.0 Genèrica
Abstract
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.
CitacióChoi, 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.
ISSN2014-4806
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