The Effect of Perceived Service Quality of Web Portal Site on Trust, Satisfaction and Revisit Intention

포털사이트의 지각된 서비스 품질이 후속 행동에 미치는 영향에 관한 연구

  • 이승희 (금오공과대학교 산업경영학과) ;
  • 김혜경 (금오공과대학교 산업경영학과)
  • Published : 2008.03.31

Abstract

This paper is aimed to exam factors in the perceived service quality of web portal site and to analyze their effects on customer satisfaction. And this paper analysis satisfaction effects on revisit intention. To accomplish this purpose, this study examined previous studies and summarized core factors of service quality. Form literature survey, we drawn core factors. They are convenience, technologies, valuable of contents and service, communication, positioning. These core factors will affect on customer trust, satisfaction and satisfaction will affect on revisit intention. This study examined previous studies and summarized core factor in perceived service quality of web portal site. Fourteenth hypothesis were developed. Data for empirical testing were collected through survey to portal sites user. The results of this study are as follows; First, we find that service, communication and positioning have positive influence on the trust. Second, convenience, valuable of contents and postioning factors have a positive influence on the satisfaction. Third, it is shown that satisfaction have a positive influence on the revisit intention.

Keywords

Perceived Service Quality;Trust;Satisfaction;Revisit Intention