Electronic service quality and routes to site commitment: The case of an online film ticketing service

Noel Y M SIU; Junfeng ZHANG; Yim Yim Lam

doi:10.1080/08961531003751330

Electronic service quality and routes to site commitment: The case of an online film ticketing service

Noel Y M SIU, Junfeng ZHANG, Yim Yim Lam

Research output: Contribution to journal › Journal article › peer-review

7 Citations (Scopus)

Abstract

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.

Original language	English
Pages (from-to)	293-307
Number of pages	15
Journal	Journal of International Consumer Marketing
Volume	22
Issue number	3
DOIs	https://doi.org/10.1080/08961531003751330
Publication status	Published - Jul 2010

User-Defined Keywords

Commitment
Customer satisfaction
E-service quality
Online film ticketing
Relational benefit

Access to Document

10.1080/08961531003751330

Cite this

@article{722592194c0f4a3aa6f3a49e0dbfd70b,

title = "Electronic service quality and routes to site commitment: The case of an online film ticketing service",

abstract = "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.",

keywords = "Commitment, Customer satisfaction, E-service quality, Online film ticketing, Relational benefit",

author = "SIU, {Noel Y M} and Junfeng ZHANG and Lam, {Yim Yim}",

year = "2010",

month = jul,

doi = "10.1080/08961531003751330",

language = "English",

volume = "22",

pages = "293--307",

journal = "Journal of International Consumer Marketing",

issn = "0896-1530",

publisher = "Routledge",

number = "3",

}

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

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 -

Electronic service quality and routes to site commitment: The case of an online film ticketing service

Abstract

User-Defined Keywords

Access to Document

Other files and links

Fingerprint

Cite this