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@article{ART001466401},
author={전새하 and 김정인 and 이중정},
title={A Study on Success Factors of Online Communities from the Perspective of Service Quality: Based on SERVQUAL Model},
journal={Journal of The Korea Society of Computer and Information},
issn={1598-849X},
year={2010},
volume={15},
number={7},
pages={125-134}

TY - JOUR
AU - 전새하
AU - 김정인
AU - 이중정
TI - A Study on Success Factors of Online Communities from the Perspective of Service Quality: Based on SERVQUAL Model
JO - Journal of The Korea Society of Computer and Information
PY - 2010
VL - 15
IS - 7
PB - The Korean Society Of Computer And Information
SP - 125
EP - 134
SN - 1598-849X
AB - mportance of online community has been increased and also online community has been used as an important marketing tool. The purposes of this study are to construct an instrument to evaluate service quality of online community service and have a further discussion of the relationship between service quality dimensions, customer satisfaction, intention to move. According to our findings, among the determinants of service quality, empathy strongly influences both of consumer satisfaction and intention to move. The determinants of service quality which positively influences consumer satisfaction are empathy, tangibles and responsiveness. Empathy and assurance negatively influence intention to move. This means that the service quality of online community affects customer retention. Also, understanding and reflecting customer needs are more important.
KW - 온라인 커뮤니티(Online Community);서비스 품질(Service Quality);고객만족(Customer Satisfaction);전환의도(Intention to move);SERVQUAL
DO -
UR -
ER -

전새하, 김정인 and 이중정. (2010). A Study on Success Factors of Online Communities from the Perspective of Service Quality: Based on SERVQUAL Model. Journal of The Korea Society of Computer and Information, 15(7), 125-134.

전새하, 김정인 and 이중정. 2010, "A Study on Success Factors of Online Communities from the Perspective of Service Quality: Based on SERVQUAL Model", Journal of The Korea Society of Computer and Information, vol.15, no.7 pp.125-134.

전새하, 김정인, 이중정 "A Study on Success Factors of Online Communities from the Perspective of Service Quality: Based on SERVQUAL Model" Journal of The Korea Society of Computer and Information 15.7 pp.125-134 (2010) : 125.

전새하, 김정인, 이중정. A Study on Success Factors of Online Communities from the Perspective of Service Quality: Based on SERVQUAL Model. 2010; 15(7), 125-134.

전새하, 김정인 and 이중정. "A Study on Success Factors of Online Communities from the Perspective of Service Quality: Based on SERVQUAL Model" Journal of The Korea Society of Computer and Information 15, no.7 (2010) : 125-134.

전새하; 김정인; 이중정. A Study on Success Factors of Online Communities from the Perspective of Service Quality: Based on SERVQUAL Model. Journal of The Korea Society of Computer and Information, 15(7), 125-134.

전새하; 김정인; 이중정. A Study on Success Factors of Online Communities from the Perspective of Service Quality: Based on SERVQUAL Model. Journal of The Korea Society of Computer and Information. 2010; 15(7) 125-134.

전새하, 김정인, 이중정. A Study on Success Factors of Online Communities from the Perspective of Service Quality: Based on SERVQUAL Model. 2010; 15(7), 125-134.

전새하, 김정인 and 이중정. "A Study on Success Factors of Online Communities from the Perspective of Service Quality: Based on SERVQUAL Model" Journal of The Korea Society of Computer and Information 15, no.7 (2010) : 125-134.