모바일 SNS 플랫폼 분석을 위한 e-서비스 품질 모형의 개발
Development of e-Service Quality Models for Mobile SNS Platform Analysis
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The mobile SNS is a promising e-service platform of the future. However, measuring its service quality is a challenge. Anappropriate model for measuring service quality is required. This paper proposes e-service quality models for analyzing mobileSNS platform quality, based on previous service quality researches. An empirical study is performed on the proposed models. The results show that constructs of existing e-service models such as responsiveness and assurance do not fit the mobile SNSplatform, and that loyalty and value are better measures for mobile service quality.
Abstract
The mobile SNS is a promising e-service platform of the future. However, measuring its service quality is a challenge. Anappropriate model for measuring service quality is required. This paper proposes e-service quality models for analyzing mobileSNS platform quality, based on previous service quality researches. An empirical study is performed on the proposed models. The results show that constructs of existing e-service models such as responsiveness and assurance do not fit the mobile SNSplatform, and that loyalty and value are better measures for mobile service quality.
참고문헌 (23)
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