Determinants of the Service Quality of Technical Support Web Sites: An Empirical Study of IT Companies in Taiwan

10.6702/ijbi.2009.4.1.4

Po-Young Chu；Chia-Yi Chen；Yu-Ling Lin；Wei-Chen Wu

Technical support Web sites ； e-service ； Web sites service quality ； structural equation modeling ； IT companies

International Journal of Business and Information

4卷1期（2009 / 06 / 01）

76 - 88

英文

This study explores the key factors that influence the service quality of technical support Web sites. The authors proposed six research hypotheses, based on the findings of previous literature, and then conducted an online survey of service quality evaluations of the technical support Web sites of six well-known IT companies in Taiwan. They analyzed the data using structural equation modeling. The results indicate that ”efficiency,” ”information availability and content,” ”visual appeal,” and ”responsiveness” are the determinants of the service quality of these sites. In contrast to previous studies, the results of this study suggest that ”privacy” and ”system availability” have no significant impact on service quality of technical support Web sites. The authors discuss the managerial implications of their findings and offer suggestions for future research.