In group coupon service, customers get merchandise or service which features significant discount from vendor and service provider. However, there are gaps generated during service delivery and had effect on repurchase intention. We extend the E-S-QUAL and HSQM to find the dimensions in respectively service quality. The purpose of this research is to learn how service quality of vendor and service quality of service provider influence the repurchase intention on vendor and service provider, moderating with price sensitivity dimension. PLS (partial least squared) is used to analyze our measurement and structural models.
The results include: (1) key dimensions of service provider¡¦s service quality in group coupon service model and group coupon service model with recovery are interaction quality, physical environment, fulfillment, and policy. Dimensions of service quality of vendor in regular case are information quality, efficiency, system availability, and assurance, while dimensions of service quality of vendor in recovery case are responsiveness, compensation, and contact. (2) Service quality of service provider has greater effect on repurchase intention on vendor than service quality of vendor in regular case. (3) Price Sensitivity has no significant moderating effect on the relationship between service quality of service provider and repurchase intention on service provider with regular price. Our research contributes to the nascent body of group coupon advertisement format and offer unique insights for the vendor and service provider on the importance of each role and what should be concern for the future.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0724112-165649 |
| Date | 24 July 2012 |
| Creators | Hsu, Shu-Hua |
| Contributors | Chao-Min Chiu, Chun-Tuan Chang, Hsiang-Chu Lai |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | English |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0724112-165649 |
| Rights | user_define, Copyright information available at source archive |
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