Document Type

Journal Article

Department/Unit

Department of Marketing

Title

Electronic service quality and routes to site commitment: The case of an online film ticketing service

Language

English

Abstract

This study investigates the dimensions of service quality of an online film ticketing service and how they affect customers' commitment through two routes-perceived relational benefits and satisfaction. Findings indicate that Web Site Design, Reliability, and Trust are strong predictors of Relational Benefit, and all dimensions are significant predictors of Customer Satisfaction. Findings also suggest that Relational Benefit mediates the impact of Web Site Design, Reliability, and Trust on Site Commitment, and Customer Satisfaction mediates the impact of all dimensions on Site Commitment. Furthermore, Customer Satisfaction fully mediates the relational benefit/site commitment relation when e-service quality is controlled. © Taylor & Francis Group, LLC.

Keywords

Commitment, Customer satisfaction, E-service quality, Online film ticketing, Relational benefit

Publication Date

2010

Source Publication Title

Journal of International Consumer Marketing

Volume

22

Issue

3

Start Page

293

End Page

307

Publisher

Taylor & Francis

DOI

10.1080/08961531003751330

Link to Publisher's Edition

http://dx.doi.org/10.1080/08961531003751330

ISSN (print)

08961530

ISSN (electronic)

15287068

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