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Title:
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HOW DOES SERVICE QUALITY AFFECT CUSTOMER SATISFACTION IN PERSONALIZED COMMUNITY SERVICE USAGE? |
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Author(s):
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Su Jin Kim , Bong Gyou Lee |
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ISBN:
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978-972-8924-82-9 |
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Editors:
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Gunilla Bradley and Piet Kommers |
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Year:
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2009 |
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Edition:
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Single |
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Keywords:
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Customer Satisfaction, Personalized Community Service, Service Quality, SERVQUAL, TAM |
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Type:
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Short Paper |
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First Page:
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131 |
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Last Page:
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135 |
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Language:
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English |
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Cover:
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Full Contents:
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click to dowload 
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Paper Abstract:
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This study analyzes how service quality affects customer satisfaction in personalized community service usage. The
SERVQUAL and TAM have been applied to develop the research model. Users of personalized community service were
selected as subjects for the sample frame. A total of 290 surveys were collected, from which 243 were used as data for
analysis. Results of the survey by SPSS 12.0 showed that design, system stability, perceived ease of use, and perceived
usefulness affected customer satisfaction, and customer satisfaction influenced switching intention. Furthermore,
perceived usefulness had moderating effect between service quality and customer satisfaction. |
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