The Effects of a Coffee Shop Franchise’s E-Service Quality on Long-term Orientation, Consumer Commitment and Satisfaction

• 영문명: The Effects of a Coffee Shop Franchise’s E-Service Quality on Long-term Orientation, Consumer Commitment and Satisfaction
• 발행기관: 한국유통과학회
• 저자명: Ki-Soo Kim Sung-Ho Cho Sung-Hun Kim
• 간행물 정보: 『유통과학연구(JDS)』제15권 제2호, 37~46쪽, 전체 10쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2017.02.28

영문 초록

Purpose - This research investigates whether e-service quality has the influence on long-term orientation, consumer commitment, and satisfaction. Research design, data, and methodology - Data collection took place for 30 days from October 1, 2015 to October 31, 2015. 315 copies had been analyzed. Covariance structure analysis with credibility and factor analysis was conducted to verify this research hypotheses. Results - First, the lower dimension concepts of e-service quality, reliability, and tangibility had a significant influence on customer commitment, and responsiveness had a significant negative influence. However, aesthetics did not have a significant influence on that. Secondly, aesthetics had a significant influence on long-term orientation, but reliability, tangibility, and responsiveness did not have a significant influence. Thirdly, reliability, tangibility, and aesthetics had a positive influence on customer satisfaction. However, responsiveness had a negative influence. Fourthly, customer commitment had a significant and positive influence on customer satisfaction, but customer commitment and customer satisfaction had a negative influence on long-term orientation. Conclusions - This research verifies the influencing relationship between e-service quality of a franchise coffee shop application with customer commitment, customer satisfaction, and long term orientation. By the results of this research, possibility of application and expansion of theory has been proven.

목차

1. Introduction

2. Literature Review

3. Methodology

4. Results

5. Conclusions

키워드

E-Service Quality Long-term Orientation Consumer Commitment Satisfaction