Investigating the effect of online service quality of internet duty-free shops on trust and behavioral intention

Journal of Airline and Airport Management

Jin-Woo Park²  Soo-Ahn Choi¹ 

[1] Master's student, Department of Business Administration, Korea Aerospace University;Associate Professor, Department of Business Administration, Korea Aerospace University

关键词: Online service quality;    Trust;    Satisfaction;    Behavioral intention;    Internet duty-free shop;   

DOI  :  

学科分类：社会科学、人文和艺术（综合）

来源: Universitat Politecnica de Catalunya

【 摘 要 】

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.

【 授权许可】

Unknown