Announcement for Downloading full text filePlease respect the Copyright Act.
All digital full text dissertation and theses from this website are authorized the copyright owners. These copyrighted full-text dissertation and theses can be only used for academic, research and non-commercial purposes. Users of this website can search, read, and print for personal usage. In respect of the Copyright Act of the Republic of China, please do not reproduce, distribute, change, or edit the content of these dissertations and theses without any permission. Please do not create any work based upon a pre-existing work by reproduction, Adaptation, Distribution or other means.
URN etd-0812108-162214 Statistics This thesis had been viewed 4101 times. Download 4067 times. Author Chia-Shing Chen Author's Email Address firstname.lastname@example.org Department Management Business Administration Year 2007 Semester 2 Degree Master Type of Document Master's Thesis Language Chinese&English Page Count 113 Title APPLYING E-S-QUAL SCALE TO ASSESS THE EFFECTS OF E-SERVICE QUALITY ON E-LOYALTY WITH E-SATISFACTION AND PERCEIVED VALUE AS MEDIATORS Keyword on-line loyalty e-service quality perceived value on-line satisfaction on-line satisfaction perceived value e-service quality on-line loyalty Abstract In order to establish a comprehensive and effective service quality scale in an online loyalty model, this study incorporated both utilitarian and hedonic e-service quality elements. Hence, this study adds hedonic dimension to E-S-Qual scale to investigate e-service quality effect on e-loyalty.
Next, we used confirmatory factor analysis (CFA) to analyze a structural equation model of e-service quality—e-loyalty. In addition, we examined the model and estimated the effects of all predictors on e-loyalty in the model. This investigation took consumers with online shopping experience as the subjects of the study. We collected data through online questionnaire, and adopted AMOS 6.0 to analyze a structural equation model and to estimate relationships among all dimensions.
The results indicate that positive paths exist on the chain of e-services quality and on-line satisfaction and on-line loyalty. On the other hand, e-service quality shows a significant positive impact on customer perceived value. Finally, consumer loyalty was found to be most significantly affected by e-service quality. For managers, e-loyalty is the key factor essential to the website success.
Advisor Committee Prof. Hao-Erl Yang - advisor
Kun-huang Yeh - co-chair
Files Date of Defense 2008-07-24 Date of Submission 2008-08-12