A Study on Business Strategies and Consumer Satisfaction in Internet Bookshops– A Survey on Taiwan Internet Bookshops

• Main Authors: Hong-ling chen, 陳虹伶
• Other Authors: Tsung-Shin Hsu
• Format: Others
• Language: zh-TW
• Published: 2003
• Online Access: http://ndltd.ncl.edu.tw/handle/46240299223879630908

碩士 === 國立臺灣科技大學 === 工業管理系 === 91 === The maturity and progress of network technology have brought various changes to the society. These include the way to run a business, the way to gain information, and the way to precede a transaction. As the hardware and network technology grows, a lot of people choose to purchase on the net. Among all these net business, Internet bookstores are the pioneers of e-business in Taiwan and United States as well. According to the survey of Techvantage magazine in 1999, books and computer software are the main items bought on the Internet for most consumer population on the net. Internet bookstores compete not only with tangible bookstores, but also within themselves. Hence, the first priority for most Internet bookstores is to build up consumer loyalty and beat others thereafter. Some important indexes, including the consumer expected service, consumer satisfaction, the relation between satisfaction and loyalty, etc, are of great value to all Internet bookstores. The conclusions of this study are as follows: 1. Service quality and Total satisfaction are positive related. 2. Individual product or service is positive related to Total satisfaction. 3. Expected service and Total satisfaction are positive related. 4. Total satisfaction and Attitude loyalty are positive related. 5. Attitude loyalty and Behavior loyalty are positive related. 6. Different demographic variables are indifferent with purchasing behavior. 7. Some demographic variables and Expected service have remarkable difference. 8. Some demographic variables and Perceived service performance have remarkable difference.