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Determinants of the Service Quality of Technical Support Web Sites: An Empirical Study of IT Companies in Taiwan
International Journal of Business and Information
View Archive Info| Field | Value | |
| Title |
Determinants of the Service Quality of Technical Support Web Sites: An Empirical Study of IT Companies in Taiwan
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| Creator |
Chu, Po-Young
Chen, Chia-Yi Lin, Yu-Ling Wu, Wei-Chen |
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| Description |
This study explores the key factors influencing the service quality of technical support Web sites. Based on the findings of previous literature, six research hypotheses were proposed. An online survey was conducted to investigate service quality evaluations of the technical support Web sites of six well-known IT companies in Taiwan. The data were analyzed by structural equation modeling. The results indicate that “Efficiency,” “Information Availability and Content,” “Visual Appeal,” and “Responsiveness” are the determinants of the service quality of the technical support Web sites. In contrast to previous studies, results of this study suggest that “Privacy” and “System Availability” have no significant impact on service quality. Based on these findings, a number of managerial implications and suggestions for future research are discussed.
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| Publisher |
International Business Academics Consortium
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| Date |
2015-11-12
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| Type |
info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion Peer-reviewed Article |
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| Format |
application/pdf
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| Identifier |
https://ijbi.org/ijbi/article/view/33
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| Source |
International Journal of Business and Information; Vol 3 No 2 (2008)
2520-0151 1728-8673 |
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| Language |
eng
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| Relation |
https://ijbi.org/ijbi/article/view/33/36
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| Rights |
Copyright (c) 2015 International Journal of Business and Information
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