Antecedences and Consequences of e-Service Quality across Industry Sectors

探討跨產業電子商務服務品質之前置因素與影響

10.29847/JNUU.200912.0014

祝道松(Dauw-Song Zhu)；林志德(Chih-Te Lin)；蘇鈺玲(Yu-Ling Su)

網路服務品質 ； 服務品質 ； 前置變數 ； e-service quality ； service quality ； antecedences

聯大學報

6卷2期（2009 / 12 / 01）

307 - 322

英文

極少研究在探討跨產業網路零售業的關鍵成功因素，Zeithaml et al., 2002是首度提出電子商務服務品質的概念，本文將探討跨產業影響網路服務品質的影響因素，資料蒐集是從19篇期刊論文中探討不同網路產業的前置因素與結果變數，產業包括網路旅遊業、網路書店、網路金融服務業和網路醫療服務業。結果發現跨產業間有共同的影響變數，然而不同產業也顯示特殊的影響構面。

A few studies are available on the different sectors basis on the determinants of success in online retailing. Zeithaml et al., 2002 are first to raise the concept of E-Service Quality. This study tries to identify which e-service dimensions serve as determinants of e-service quality. Therefore we focused on analyzing impacts on overall e-service performance of various e-service quality dimensions in internet retailing. We collect data from 19 Journal articles and analyze the impact of e-service quality dimensions of online retailers along several sectors which are travel services, book retailing, financial services and health care. We found that while many dimensions of online service performance were similar in their impact across all sectors, several dimensions in particular exhibited sector-by-sector performance differences.

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