TY - JOUR
T1 - Electronic service quality and routes to site commitment
T2 - The case of an online film ticketing service
AU - SIU, Noel Y M
AU - ZHANG, Junfeng
AU - Lam, Yim Yim
N1 - Copyright:
Copyright 2010 Elsevier B.V., All rights reserved.
PY - 2010/7
Y1 - 2010/7
N2 - This study investigates the dimensions of service quality of an online film ticketing service and how they affect customers' commitment through two routes-perceived relational benefits and satisfaction. Findings indicate that Web Site Design, Reliability, and Trust are strong predictors of Relational Benefit, and all dimensions are significant predictors of Customer Satisfaction. Findings also suggest that Relational Benefit mediates the impact of Web Site Design, Reliability, and Trust on Site Commitment, and Customer Satisfaction mediates the impact of all dimensions on Site Commitment. Furthermore, Customer Satisfaction fully mediates the relational benefit/site commitment relation when e-service quality is controlled.
AB - This study investigates the dimensions of service quality of an online film ticketing service and how they affect customers' commitment through two routes-perceived relational benefits and satisfaction. Findings indicate that Web Site Design, Reliability, and Trust are strong predictors of Relational Benefit, and all dimensions are significant predictors of Customer Satisfaction. Findings also suggest that Relational Benefit mediates the impact of Web Site Design, Reliability, and Trust on Site Commitment, and Customer Satisfaction mediates the impact of all dimensions on Site Commitment. Furthermore, Customer Satisfaction fully mediates the relational benefit/site commitment relation when e-service quality is controlled.
KW - Commitment
KW - Customer satisfaction
KW - E-service quality
KW - Online film ticketing
KW - Relational benefit
UR - http://www.scopus.com/inward/record.url?scp=77953383242&partnerID=8YFLogxK
U2 - 10.1080/08961531003751330
DO - 10.1080/08961531003751330
M3 - Journal article
AN - SCOPUS:77953383242
SN - 0896-1530
VL - 22
SP - 293
EP - 307
JO - Journal of International Consumer Marketing
JF - Journal of International Consumer Marketing
IS - 3
ER -