Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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The Effects of Trust on Customer Satisfaction and Re-use Intention in P2P File Sharing

P2P파일공유에서 신뢰가 고객만족과 재이용의도에 미치는 영향

  • Cho, Chul-Ho (College of Business Administration, Kyung Hee University) ;
  • Kang, Byung-Suh (College of Business Administration, Kyung Hee University)
  • Published : 2006.06.30
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Abstract

This study was designed to examine the casual relationships among trust evaluation factors, trust, customer satisfaction, and re-use intention in the P2P file sharing service. We applied structural equation model to test the hypotheses and research model. As a result of this study, trust evaluation factors affect trust and customer satisfaction and both of trust and customer satisfaction affect re-use intention respectively and significantly. Also trust affects customer satisfaction significantly. Specifically, trust was empirically confirmed as one of the important factors preceding customer satisfaction and re-use intetion in the P2P file sharing service. Therefore, this study shows that trust is important factor that P2P companies have to emphasize to raise user satisfaction and performance.

Keywords

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