THE INFLUENCE OF CUSTOMERS' TECHNOLOGY READINESS INDEX ON EVALUATION OF ONLINE SERVICE QUALITY
Date Issued
2005
Date
2005
Author(s)
Wang, Chun-Kai
DOI
zh-TW
Abstract
Evidence exists that service quality delivery through web sites is an essential strategy to success. To delivery superior service quality, managers of company with web presences must first understand how custumers perceive and evaluate online customer service.
This research reviews some studies from service quality field to integrate the six constructs of online service quality. In addition, this research combines the concept of technology readiness index (TRI) to understand the influnce of customers’ TRI on evaluation of online service quality.
Two famous Taiwan online store is cooperated in doing a one-month investigation.The research result suggests that security, reliability, ease of use,function of payment, graphic style, recovery are six crucial factors that customers use in evaluating online service quality. In addition, the result also shows that customers’ TRI is positive correlated with customers’ percived online service quality and behavior intention. Through this results, we hope to provide some suggestions the the companies in the field or the ones that want to participate in to upgrade their online servie quality and gain profits. Besides, from the perspecive of management , this research also hopes that the manager of online stroe can understand more about the criterion that customer use to evaluate online service quality and the influence of customer’s TRI to help them make appropriate management strategies.
Subjects
線上服務品質
科技準備度
電子商務
online service quality
technology readiness index
electronic commerce
Type
other
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