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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 that influence the service quality of technical support Web sites. The authors proposed six research hypotheses, based on the findings of previous literature, and then conducted an online survey of service quality evaluations of the technical support Web sites of six well-known IT companies in Taiwan. They analyzed the data using structural equation modeling. The results indicate that “efficiency,” “information availability and content,” “visual appeal,” and “responsiveness” are the determinants of the service quality of these sites. In contrast to previous studies, the results of this study suggest that “privacy” and “system availability” have no significant impact on service quality of technical support Web sites. The authors discuss the managerial implications of their findings and offer suggestions for future research.
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| Publisher |
International Business Academics Consortium
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| Date |
2015-11-13
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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/38
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| Source |
International Journal of Business and Information; Vol 4 No 1 (2009)
2520-0151 1728-8673 |
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| Language |
eng
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| Relation |
https://ijbi.org/ijbi/article/view/38/42
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| Rights |
Copyright (c) 2015 International Journal of Business and Information
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