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

Research output: Contribution to journalArticlepeer-review

6 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 languageEnglish
Pages (from-to)293-307
Number of pages15
JournalJournal of International Consumer Marketing
Volume22
Issue number3
DOIs
Publication statusPublished - 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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