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 › 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

Scopus Subject Areas

Management Information Systems
Marketing

User-Defined Keywords

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

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10.1080/08961531003751330

Cite this

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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.",

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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.

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KW - Customer satisfaction

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

Abstract

Scopus Subject Areas

User-Defined Keywords

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