The Effect of Perceived e-Service Quality and Other-Word of Mouth on Customer Satisfaction and Revisit Intention - In a Family Restaurant Website

온라인 서비스품질에 대한 자신의 인지적 평가와 타인의 구전효과가 고객만족도와 재방문의도에 미치는 영향 - 패밀리 레스토랑 웹사이트를 대상으로

  • Moon, Yun Ji (Department of Management Information Systems, Catholic University of Pusan)
  • 문윤지 (부산가톨릭대학교 경영정보학과)
  • Received : 2013.02.08
  • Accepted : 2013.05.09
  • Published : 2013.05.31


The current paper aims to analyze the influence of users' self evaluation of e-service quality and others' word-of-mouth(WOM) on customer satisfaction and revisit intention in a family restaurant web site. The research model includes the constructs of service quality, WOM, customer satisfaction, and revisit intention. This study examines the hypothesized model using data from 175 college students around the Seoul metropolitan area who have visited a family restaurant as well as used its web site during the last three months. The findings show that service quality has a significant impact on customer satisfaction and a full-mediation effect between WOM and customer satisfaction. In addition, customer satisfaction has a significant influence on revisit intention. Family restaurants need to have an effort to manage service quality factors and social influences such as online WOM in order to use a web site as a tool of customer relationship management.


Customer satisfaction;family restaurant;Revisit intention;Service quality;Word-of-mouth


Supported by : 부산가톨릭대학교


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