The impact of service quality and experience value on Blog users loyalty

• Main Authors: Ying-Hung Lin, 林盈宏
• Other Authors: 張東生
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/03735839749191738292

碩士 === 國立中央大學 === 企業管理研究所 === 95 === With Web 2.0 wave arise, Blog one of application of Web 2.0 got more popular nowadays. It would be a new type media against with traditional one. This application emphasizes “Interaction, sharing, participation”. It’s main spirit of Web 2.0.and the reason why it get more popular. The spirit is displayed on Blog service quality. So we want to discuss the service quality how to impact member loyalty. Besides, 21 century has promoted from service economy to experience economy. To provide service can not create more added value. Product and service are medium and by atmosphere molding. It will enrich member’s experience value to increase corporate profit. In this study, we discuss what kinds of service quality will appeal member. Then, we introduce Pine and Gilmore experience value concept to test that the member loyalty is converted by service quality and experience value through member satisfaction. In the study, we adapt exploratory method. We collected 340 cases that ever used Blog before, and there are 296 effective cases. We use LISREL to test the relation between service quality, experience value, member satisfaction, and loyalty. The result of study shows that service quality had direct impact on experience value and member satisfaction. In the same time, we find that experience value also has impact on member satisfaction, too. Finally, member satisfaction has significant impact on loyalty.