The impact on various return/exchange model to customer loyalty in on-line shopping

• Main Authors: Hsia-Wei Hsu, 許夏維
• Other Authors: Su-Yueh Chu
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/35524137806829709131

碩士 === 國立屏東商業技術學院 === 行銷與流通管理系(所) === 98 === The purpose of this study is to compare with the effects of information quality, system quality and service quality on satisfaction, trust, commitment and loyalty in different return/exchange product model. on-line shopping First, the study builds a model and hypothesis according to literatures; second, and then collects 293 valid questionnaires(151 in model 1 and 142 in model 2). Structural Equation Modeling(SEM) is applied to test the model fit and research hypothesis The results of research are as follows:(1)The proposed model in this study has acceptable goodness-of-fit;(2)In model one Information quality significant positive effects on satisfaction. System quality significant positive effects on satisfaction. Service quality significant positive effects on satisfaction. Satisfaction significant positive effects on trust. Trust significant positive effecst on commitment. Trust and commitment significant positive effects on loyalty;(3)In model two Information quality significant positive effects on satisfaction. System quality significant positive effects on satisfaction .Service quality significant positive effects on satisfaction. Information quality satisfaction significant positive effects on trust .System quality satisfaction no significant effects on trust .Service quality satisfaction significant positive effects on Trust .Trust significant positive effects on commitment. Trust no significant effects on loyalty. Commitment no significant effects on loyalty. Managerial implications and additional researchers are presented in final session.