Department of Marketing
Electronic service quality and routes to site commitment: The case of an online film ticketing service
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.
Commitment, Customer satisfaction, E-service quality, Online film ticketing, Relational benefit
Source Publication Title
Journal of International Consumer Marketing
Taylor & Francis
Siu, Noel Yee-Man, Jun-Feng Zhang, and Yim-Yim Lam. "Electronic service quality and routes to site commitment: The case of an online film ticketing service." Journal of International Consumer Marketing 22.3 (2010): 293-307.