investigating the effect of online service quality of internet duty-free shops on trust and behavioral intention
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Abstract
Purpose: This study seeks to identify the effect of service quality in internet duty-free shops on a customer's trust and behavioral intention.
Design/methodology/approach: For this analysis, a survey was executed targeting customers who have used an internet duty-free shop. A total of 210 questionnares were anaylyzed using structural equation modeling.
Findings: The results revealed that a high online service quality experience using an internet duty-free shop had a positive effect on the customers' trust. In addition, trust also had a positive effect on the customers' behavioral intention.
Originality/value: This study is the first paper that examines the effect of online service quality in internet duty-free shops in Korea. Results of this study could be used as basic data to help establish day to day management strategies for internet duty-free shops.
| Reference Key |
choi2015journalinvestigating
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|---|---|
| Authors | ;Soo-Ahn Choi;Jin-Woo Park |
| Journal | biofizika |
| Year | 2015 |
| DOI |
10.3926/jairm.42
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| URL | |
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