Title :
Service Quality in Web 2.0 Electronic Commerce: An Integrative Perspective from Typical Service and Technique-Adoption
Author :
Huang, Minxue ; Li, Xiaoling ; Zeng, Xun
Author_Institution :
Econ. & Manage. Sch., Wuhan Univ., Wuhan
Abstract :
Compared with Web 1.0, Web 2.0 has many unique characteristics such as real-time, N-N interaction, consumer-participation and rapid spread. However, little literature covers this topic. This paper aims to build a new effective e-commerce service quality system of Web2.0. First, a new service quality system is built based on TAM model and then the relation between the new service quality system and consumer behavior (satisfaction and loyalty) is proved by the survey data. The results suggest that e-commerce service quality evaluation-system of Web2.0 consists of four factors including functional service, interface design, responsiveness and security/privacy, which affect consumer satisfaction indirectly via consumer perceived service quality.
Keywords :
Internet; consumer behaviour; customer satisfaction; customer services; electronic commerce; human computer interaction; security of data; user interfaces; TAM model; Web 2.0 electronic commerce service quality evaluation system; consumer behavior; consumer satisfaction; functional service; privacy factor; real-time interaction; security factor; user interface design; Cities and towns; Consumer behavior; Data security; Delay; Electronic commerce; Information security; Packaging; Privacy; Quality management; Search engines;
Conference_Titel :
Wireless Communications, Networking and Mobile Computing, 2007. WiCom 2007. International Conference on
Conference_Location :
Shanghai
Print_ISBN :
978-1-4244-1311-9
DOI :
10.1109/WICOM.2007.807
