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학술대회자료

A Research on Mobile E-Commerce Service Quality on Customer Satisfaction and Repurchase Intention Influence

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The rapid development of Internet makes electronic commerce become a new favorite business mode, and the popularity of mobile network and mobile innovation leads to a new round of business innovation, i.e., mobile e-commerce. With the largest mobile Internet users in the world, China has a potentially large customer base in mobile e-commerce. Mobile e-commerce has preliminarily developed. TO investigate Mobile e-commerce service quality factors influencing on customer satisfaction and repurchase intention, this study used SERVQUAL theory and ECM model as a theoretical foundation. Based on SERVQUAL theory and ECM model, six critical variables were examined. This study collected data by a survey method for an empirical. A total of 340 replies were used for data analysis. While 340 replies were collected from Chinese users of Mobile e-commerce. The collected data were analyzed by SPSS technique. As results of SPSS analysis all Of the 7 hypotheses, 4 hypotheses are adopted and 3 are deleted. First, it was proved that most mobile commerce quality has a significant influence on customer satisfaction. Second, it was proved that there is a certain moderating effect of mobile familiarity on the influential relationship between mobile commerce quality and customer satisfaction.

Abstract

1. Introduction

2. Literature Review

3. Research Design

4. Research Method

5. Analysis and Result

6. Conclusions

References

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