博碩士論文 103421018 詳細資訊




以作者查詢圖書館館藏 以作者查詢臺灣博碩士 以作者查詢全國書目 勘誤回報 、線上人數:10 、訪客IP:44.210.85.190
姓名 袁嘉涓(Jia-Jyuan Yuan)  查詢紙本館藏   畢業系所 企業管理學系
論文名稱 性別對於線上服飾網站之 忠誠度探討-滿意度及轉換成本為中介
相關論文
★ 二氧化鈦技術生命週期之研究★ 整體後勤業參與同步工程於產品開發績效關係之研究—以中科院為例
★ 筆記型電腦之IFA/PIFA天線技術生命週期分析★ 國籍航空公司經營績效分析-以資料包絡分析方法分析
★ 從專利分析看3D IC技術與市場發展★ 影響企業導入電子發票系統成效之因素探討
★ 影響企業導入數位學習成功因素之探討-以個案公司為例★ 產品生命週期管理系統導入成功要素之探討--以S科技公司為例--
★ 組織創新能力影響因素研究★ 製 造 業 閒 置 資 產 轉 售 平 台 製造業閒置資產轉售平台-以廣達電腦股份有限公司為例
★ 供應商先行者優勢探討-以宸鴻科技為例★ 團隊領導者創新特質與開放式創新專案關係之研究
★ 從商業生態系統談樞紐者策略-以Apple 與Nokia 為例★ 個人電腦的競爭與發展策略-以台灣電子產業為例
★ 應用兩階段資料包絡分析法評估高級職業學校之經營績效★ ERP導入的促進因素:使用者觀點
檔案 [Endnote RIS 格式]    [Bibtex 格式]    [相關文章]   [文章引用]   [完整記錄]   [館藏目錄]   [檢視]  [下載]
  1. 本電子論文使用權限為同意立即開放。
  2. 已達開放權限電子全文僅授權使用者為學術研究之目的,進行個人非營利性質之檢索、閱讀、列印。
  3. 請遵守中華民國著作權法之相關規定,切勿任意重製、散佈、改作、轉貼、播送,以免觸法。

摘要(中) 本研究目的主要是以性別差異去探討,在現今如此激烈的線上服飾網站中,是否不同性別對於服飾網站偏好的特性會有所不同。如女性多偏好透過購物時所帶來的樂趣提升網站忠誠度; 男性則偏好從快速購物來提升對網站之忠誠度。本研究模型架構為探討網站忠誠度之形成並以性別做調節變數。將沈浸體驗與系統品質作為影響顧客忠誠度的內外在動機,加入滿意度與轉換成本為中介影響,來探討網站忠誠度之形成。
本研究使用網路問卷調查方式,以曾有網購服飾經驗的消費者做為調查對象,回收有效問卷為402份進行結構方程式分析。結果發現,就沉浸體驗來看,男性相較於女性更容易從愉悅與時間扭曲性中獲得滿意度,且從專注中提高對該網站之轉換成本。就系統品質來看,女性偏好從網頁設計與感知安全性而提高滿意度,且從感知安全性中提高對該網站之轉換成本,男性則偏好從便利性提高其滿意度。
摘要(英) This study is aim to disscuss the gender difference on today competetive online clothing market. In the past study, gender difference leads to different website loyalty. Such as woman get loyalty from shopping enjoyment and man from fast shopping. Also, website loyalty is proved to be the key to make website profitable and long-tern living. Our study model talks about which factors forming the website loyalty and using gender as moderater. We use flow experience as the intrinsic motive and use system quality as the extrinsic motive of customer. This study collects 460 samples in total by using internet questionnaires. Analyzing upon 402 usable responses by SPSS21、AMOS21 reveals that the measurement model has good reliability and validity. Based on the structural equation modeling, the result reveals that, in terns of flow experience, man tends to get satisfaction from enjoyment and tends to get more switching cost from focus. Man tends to get satisfaction from time distortion and woman tends to get more switching cost from time distortion. In terns of system quality, woman tends to get satisfaction from web design& perceived security ; Man tends to get satisfaction from convenience. Woman will have more switching cost due to perceived security but man don’t.
關鍵字(中) ★ 男女差異
★ 網站忠誠度
★ 滿意度
★ 轉換成本
★ 沈浸體驗
★ 系統品質
關鍵字(英)
論文目次 摘 要 ii
Abstract iii
誌 謝 iv
第一章 緒論 1
1-1 研究背景 1
1-2 研究動機 3
1-3 研究目的 6
1-4 研究流程 7
第二章 文獻探討 8
2-1 網站忠誠度 8
2-1-1 網站忠誠度之定義 8
2-2 滿意度 9
2-2-1 滿意度定義 9
2-2-2 滿意度相關研究與應用 10
2-3 轉換成本 12
2-3-1 轉換成本定義 12
2-3-2轉換成本定義彙總表 13
2-3-3 轉換成本之相關應用 14
2-4 沈浸理論 16
2-4-1沈浸理論定義與內涵 16
2-4-2沈浸理論操作概念與彙整 17
2-5 系統品質 19
2-5-1系統品質定義與內涵 19
2-5-2系統品質操作概念彙整 21
2-6 性別差異 22
2-6-1性別差異相關文獻彙整 24
第三章 研究方法 26
3-1 研究架構 26
3-2 研究假設 27
3-2-1沈浸體驗與滿意度 27
3-2-2沈浸體驗與轉換成本 28
3-2-3系統品質與滿意度 29
3-2-4系統品質與轉換成本 31
3-2-5滿意度、轉換成本與網站忠誠度 32
3-2-6性別差異 33
3-3 研究變數操作型定義及問項設計 34
3-4 研究對象與資料蒐集 37
3-5 統計分析方法 37
3-5-1 樣本資料分析 37
3-5-2 信度檢定 38
3-5-3 效度檢定 38
3-5-4 假設驗證 39
第四章 資料分析與研究驗證 41
4-1 敘述性統計 41
4-1-1基本資料敘述性統計分析 41
4-1-2使用狀況分析 43
4-1-3構面敘述性統計分析 44
4-2 信度分析 46
4-2-1組合信度 47
4-3 效度分析 50
4-3-1收斂效度 50
4-3-2區別效度 51
4-4 結構模型路徑分析 52
4-4-1 研究模型假設與模型配適度檢定 52
4-4-2 路徑分析結果 53
4-4-3研究假說結果彙總 59
第五章 結論與建議 60
5-1研究結論 60
5-2研究意涵 65
5-3研究限制與後續研究建議 68
參考文獻 69
附錄一 問卷 84
參考文獻 [1] Agarwal, R., & Karahanna, E. (2000). Time flies when you′re having fun: Cognitive absorption and beliefs about information technology usage. MIS quarterly, 665-694.
[2] Agustin, C., & Singh, J. (2005). Curvilinear effects of consumer loyalty determinants in relational exchanges. Journal of Marketing Research, 42(1), 96-108.
[3] Ali, F. (2016). Hotel website quality, perceived flow, customer satisfaction & purchase intention. Journal of Hospitality & Tourism Technology, 7(2).
[4] Akbar, M. & Parvez, N. (2009), “Impact of service quality, trust, & customer satisfaction on customers loyalty”, ABAC Journal, Vol. 29 No. 1, pp. 24‐38.
[5] Anderson, R. E., & Srinivasan, S. S. (2003). E‐satisfaction and e‐loyalty: A contingency framework. Psychology & marketing, 20(2), 123-138.
[6] Arjoon, S. & Rambocas, M. (2011), “Ethics & customer loyalty: some insights into online retailing services”, International Journal of Business & Social Science, Vol. 2 No. 14, pp. 135‐42.
[7] Balabanis, N., & Reynolds, A. (2006) Simintiras Bases of e-store loyalty: Perceived switching barriers & satisfaction Journal of Business Research, 59 (2), pp. 214–224
[8] Bauer, H. H., Falk, T., & Hammerschmidt, M. (2006). eTransQual: A transaction process-based approach for capturing service quality in online shopping. Journal of Business Research, 59(7), 866-875.
[9] Bilgihan, A., Nusair, K., Okumus, F., & Cobanoglu, C. (2015). Applying flow theory to booking experiences: An integrated model in an online service context. Information & Management, 52(6), 668-678.
[10] Brush, T. H., Dangol, R., & O′Brien, J. P. (2012). Customer capabilities, switching costs, &bank performance. Strategic Management Journal, 33(13), 1499-1515.
[11] Büschken, J. (2004). Higher profits through customer lock-in: a roadmap. Thomson.
[12] Burnham, T. A., Frels, J. K., & Mahajan, V. (2003). Consumer switching costs: A typology, antecedents, & consequences. Journal of the Academy of Mar- keting Science, 31(2), 109–126.
[13] Bharwani, S., & Jauhari, V. (2013). An exploratory study of competencies required to co-create memorable customer experiences in the hospitality industry. International Journal of Contemporary Hospitality Management, 25(6), 823-843.
[14] Carter, M., Wright, R., Thatcher, J. B., & Klein, R. (2014). Understanding online customers’ ties to merchants: the moderating influence of trust on the relationship between switching costs and e-loyalty. European Journal of Information Systems, 23(2), 185-204.
[15] Citrin, A., Stern, D., Spangerberg, E., & Clark, M. (2003). Consumer need for tactile input: An Internet retailing challenge. Journal of Business Research, 56(11), 915–922.
[16] Colgate, B. Lang (2001). Switching barriers in consumer markets: An investigation of the financial services industry The Journal of Consumer Marketing, 18 (4/5). 332–347.
[17] Csikszentmihalyi, M. (2000). Beyond boredom and anxiety. Jossey-Bass.
[18] Czikszentmihalyi, M. (1990). Flow: The psychology of optimal experience.Praha: Lidové Noviny.
[19] Chang, H. H., & Chen, S. W. (2008). The impact of customer interface quality, satisfaction and switching costs on e-loyalty: Internet experience as a moderator. Computers in Human Behavior, 24(6), 2927-2944.
[20] Chang, H. H., & Chen, S. W. (2009). Consumer perception of interface quality, security, and loyalty in electronic commerce. Information & management, 46(7), 411-417.
[21] Chang, S. C., & Chou, C. M. (2011). Factors affecting user′s online shopping behavior: Integrating the constraint-based and dedication-based relationship perspectives. African Journal of Business Management, 5(2), 370.
[22] Chang, S. C., & Chou, C. M. (2012). The roles of constraint-based and dedication-based influences on user′s continued online shopping behavior. The Spanish journal of psychology, 15(03), 1177-1200.
[23] Chen, Y., Yan, X., Fan, W., & Gordon, M. (2015). The joint moderating role of trust propensity and gender on consumers’ online shopping behavior.Computers in Human Behavior, 43, 272-283.
[24] Chen, P. Y., & Hitt, L. M. (2002). Measuring switching costs & the determinants of customer retention in Internet-enabled businesses: A study of the online brokerage industry. Information Systems Research, 13(3), 255-274.
[25] Chen, Y., Yan, X., Fan, W., & Gordon, M. (2015). The joint moderating role of trust propensity and gender on consumers’ online shopping behavior. Computers in Human Behavior, 43, 272-283.
[26] Chen, J. V., Yen, D. C., Pornpriphet, W., & Widjaja, A. E. (2015). E-commerce web site loyalty: A cross cultural comparison. Information Systems Frontiers,17(6), 1283-1299.
[27] Chiu, C.M., Linb, H.Y., Sunc, S.Y. & Hsu, M.H. (2009), “Underst&ing customers’ loyalty intentions towards online shopping: an integration of technology acceptance model & fairness theory”, Behaviour & Information Technology, Vol. 28 No. 4, pp. 347‐60.
[28] Chou, S., Chen, C. W., & Lin, J. Y. (2015). Female online shoppers: Examining the mediating roles of e-satisfaction and e-trust on e-loyalty development. Internet Research, 25(4), 542-561.
[29] Chou, T. J., & Ting, C. C. (2003). The role of flow experience in cyber-game addiction. CyberPsychology & Behavior, 6(6), 663-675.
[30] Cortiñas, M., Elorz, M., & Villanueva, M. L. (2004). Retail store loyalty management via an analysis of heterogeneity of the service elements. The International Review of Retail, Distribution and Consumer Research, 14(4), 407-437.
[31] Cyr, D., Bonanni, C., Bowes, J. & Ilsever, J. (2005), “Beyond trust: web site design preferences across cultures”, Journal of Global Information Management, Vol. 13 No. 4, pp. 24‐52.
[32] Cyr, D. (2008), “Modeling web site design across cultures: relationships to trust, satisfaction & e‐loyalty”, Journal of Management Information Systems, Vol. 24 No. 4, pp. 47‐72.
[33] Cyr, D., Head, M., & Larios, H. (2010). Colour appeal in website design within and across cultures: A multi-method evaluation. International journal of human-computer studies, 68(1), 1-21.
[34] Dick, A. S., & Basu, K. (1994). Customer loyalty: toward an integrated conceptual framework. Journal of the academy of marketing science, 22(2), 99-113.
[35] Ding, Y., Huang, R. & Verma (2011). Customer experience in online financial services: a study of behavioral intentions for techno-ready market segments J. Serv. Manage., 22 (3), pp. 344–366.
[36] Dong-Her, S., C. Hsiu-Sen, C. Chun-Yuan, & B. Lin, (2004) “Internet Security: Malicious E-mails Detection & Protection,” Industrial Management & Data Systems, Vol. 104, 7:613-23.
[37] Donthu, N., & Garcia, A. (1999). The Internet shopper. Journal of AdvertisingResearch, 39, 52–58.
[38] Dowling GR, Uncles M (1997) Do customer loyalty programs really work? MIT Sloan Manag Rev 38(4):71–82.
[39] Falk, R. F., & Miller, N. B. (1992). A primer for soft modeling. University of Akron Press.
[40] Farrell, J., & Shapiro, C. (1988). Dynamic competition with switching costs. The R&
Journal of Economics, 123-137.
[41] Pascual-Miguel, F. J., Agudo-Peregrina, Á. F., & Chaparro-Peláez, J. (2015). Influences of gender and product type on online purchasing. Journal of Business Research, 68(7), 1550-1556.
[42] Flavián, C., Guinalíu, M., & Gurrea, R. (2006). The role played by perceived usability, satisfaction and consumer trust on website loyalty. Information & Management, 43(1), 1-14.
[43] Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. the Journal of Marketing, 6-21.
[44] Garbarino, E., & Strahilevitz, M. (2004). Gender differences in the perceived risk of buying online & the effects of receiving a site recommendation. Journal of Business Research, 57(7), 768–775.
[45] Genex (2003). Web site design affects consumer sales. Industry & Business News, Thosmson Gale.
[46] Ghani, Jawaid A., Satish P. Deshp&e. (1994). Task characteristics & the experience of optimal flow in human-computer inter- action. The J. Psych. 128(4) 381–391.
[47] Ghane, S. O. H. E. I. L. A., Fathian, M., & Gholamian, M. R. (2011). Full relationship among e-satisfaction, e-trust, e-service quality, and e-loyalty: The case of Iran e-banking. Journal of Theoretical and Applied Information Technology, 33(1), 1-6.
[48] Goldsmith, R. E., & Flynn, L. R. (2004). Psychological and behavioral drivers of online clothing purchase. Journal of Fashion Marketing and Management: An International Journal, 8(1), 84-95.
[49] Gopalani, K. (2011) Shick The service-enabled customer experience: a jump-start to competitive advantage J. Bus. Strategy, 32 (3), pp. 4–12.
[50] Guo, Y. M., & Poole, M. S. (2009). Antecedents of flow in online shopping: a test of alternative models. Information Systems Journal, 19(4), 369-390.
[51] Gupta, A., Su, B.-C, & Walter, Z. (2004). An empirical study of consumer switch- ing from traditional to electronic channels: A purchase-decision process perspective. International Journal of Electronic Commerce, 8(3), 131–161.
[52] Harrington, L., & Reed, G. (1996). Electronic commerce finally comes of age.The McKinsey Quarterly, 2, 68–75.
[53] Harris, L. C., & Goode, M. H. (2004). The four levels of loyalty & the pivotal role of trust: A study of online service dynamics.Journal of Retailing, 80(2), 139–158.
[54] Hellier, P. K., Gus, M. G., Rodney, A. C., & John, A. R. (2001). Customer repurchase intention: A general structural equation model. European Journal Marketing, 37(11/12), 1762–1800.
[55] Hoffman, D. L., & Novak, T. P. (1996). Marketing in hypermedia computer-mediated environments: Conceptual foundations. Journal of Marketing, 60, 50–68.

[56] Hoffman, D. L., Novak, T. P., & Peralta, M. (1999). Building consumer trust online. Communications of the ACM, 42, 80–85.

[57] Hofstede, D. (1999). Culturas y organizaciones. El software mental. La cooperación internacional y su importancia para la supervivencia. Madrid: Alianza Editorial.
[58] Horppu, M., Kuivalainen, O., Tarkiainen, A., & Ellonen, H. K. (2008). Online satisfaction, trust and loyalty, and the impact of the offline parent brand.Journal of Product & Brand Management, 17(6), 403-413.
[59] Holland, J., & Menzel Baker, S. (2001). Customer participation in creating site brand loyalty. Journal of Interactive Marketing, 15(4), 34-45.
[60] Heide, J. B., & Weiss, A. M. (1995). Vendor consideration & switching behavior for buyers in high-technology markets. Journal of Marketing, 59(3), 3–43.
[61] Ilsever, J., Cyr, D., & Parent, M. (2007). Extending models of flow and e-loyalty. Journal of Information Science and Technology, 4(2), 3-22.
[62] Jarvenpaa, S. L., & Todd, P. A. (1997). Is there a future for retailing on theInternet? Electronic marketing & the consumer (pp. 139–154). Thous&Oaks, CA: Sage.
[63] Jin, B., & Park, J. Y. (2006). The moderating effect of online purchase experience on the evaluation of online store attributes and the subsequent impact on market response outcomes. Advances in consumer research, 33, 203.
[64] Jones, D.L., & Mothersbaugh, S.E. (2000). Beatty Switching barriers & repurchase intentions in services Journal of Retailing, 76 (2) pp. 259–274
[65] Kandampully, J., & Suhartanto, D. (2000). Customer loyalty in the hotel industry: the role of customer satisfaction and image. International journal of contemporary hospitality management, 12(6), 346-351.
[66] Kang, S., & Uhm, G. (2010). The Antecedents of Switching Cost and its Effect on Customer Loyalty in Digital Music Service Industry. Asia Pacific Journal of Information Systems, 20(2), 157-180.
[67] Keaveney, S. M. (1995). Customer switching behavior in service industries: An exploratory study. Journal of Marketing, 59(2), 71–82.
[68] Keng, C. J., & Ting, H. Y. (2009). The acceptance of blogs: using a customer experiential value perspective. Internet Research, 19(5), 479-495.
[69] Kim, S., & Stoel, L. (2004). Apparel retailers: Website quality dimensions & satisfaction. Journal of Retailing & Consumer Services, 11(2), 109–117.
[70] Kim, J., & Moon, J. Y. (1998). Designing towards emotional usability in customer interfaces—trustworthiness of cyber-banking system interfaces.Interacting with computers, 10(1), 1-29.
[71] Kim, J.H., Kim, M. & K&ully, J. (2007), “The impact of buying environment characteristics of retail web sites”, Service Industries Journal, Vol. 27 No. 7, pp. 865‐80.
[72] Kim, J. H., Kim, M., & Kandampully, J. (2009). Buying environment characteristics in the context of e-service. European Journal of Marketing,43(9/10), 1188-1204..
[73] Kim, W. G., Rachjaibun, N., Han, J. S., & Lee, G. (2011). The influence of hotel website factors on e-loyalty in a B2C context. Tourism Economics,17(5), 1103-1127.
[74] King, D., & Lee, J. (2000). Electronic commerce: a managerial perspective(Vol. 1). Upper Saddle River, NJ: Prentice Hall.
[75] Khalifa, M., & Liu, V. (2007). Online consumer retention: contingent effects of online shopping habit and online shopping experience. European Journal of Information Systems, 16(6), 780-792..
[76] Koufaris, M. (2002). Applying the technology acceptance model and flow theory to online consumer behavior. Information systems research, 13(2), 205-223.
[77] Kumar, M.A. Smith, S. Bannerjee (2004). User interface features influencing overall ease of use & personalization Information & Management, 41 (3), pp. 289–302
[78] Klemperer, P. (1995). Competition when consumers have switching costs: An overview with applications to industrial organization, macroeconomics, & international trade. The Review of Economic Studies, 62(4), 515-539.
[79] Matzler, K., Strobl, A., Thurner, N., & Füller, J. (2015). Switching experience, customer satisfaction, and switching costs in the ICT industry. Journal of Service Management, 26(1), 117-136.
[80] Ladhari, R. (2010). Developing e-service quality scales: A literature review. Journal of Retailing & Consumer Services, 17(6), 464–477. CrossRef
[81] Lee, S. M., & Chen, L. (2010). The impact of flow on online consumer behavior.Journal of Computer Information Systems, 50(4), 1-10.
[82] Lee, S., Zufryden, F., & Dreze, X. (2003). A study of consumer switching be- havior across Internet portal Web sites. International Journal of Electronic Commerce, 7(3), 39–63.
[83] Lee, G. & Lin, H. (2005), “Customer perceptions of e‐service quality in online shopping”, International Journal of Retail & Distribution Management, Vol. 33 No. 2, pp. 161‐76.
[84] Lian, J. W., & Yen, D. C. (2014). Online shopping drivers and barriers for older adults: Age and gender differences. Computers in Human Behavior, 37, 133-143.
[85] Li, D., Browne, G. J., & Wetherbe, J. C. (2006). Why do Internet users stick with a specific Web site? A relationship perspective. International Journal of Electronic Commerce, 10(4), 105–141.
[86] Lin, H. H., Wang, Y. S., & Chou, C. H. (2012). Hedonic and utilitarian motivations for physical game systems use behavior. International Journal of Human-Computer Interaction, 28(7), 445-455.
[87] Lin, F. R., Lo, Y. P., & Sung, Y. W. (2006, January). Effects of switching cost, trust, and information sharing on supply chain performance for B2B e-commerce: A multi-agent simulation study. In System Sciences, 2006. HICSS′06. Proceedings of the 39th Annual Hawaii International Conference on (Vol. 6, pp. 105b-105b). IEEE.
[88] Lin, K. Y., & Lu, H. P. (2011). Why people use social networking sites: An empirical study integrating network externalities and motivation theory.Computers in Human Behavior, 27(3), 1152-1161.
[89] Lu, L. C., Chang, H. H., & Yu, S. T. (2013). Online shoppers′ perceptions of e-retailers′ ethics, cultural orientation, and loyalty: An exploratory study in Taiwan. Internet Research, 23(1), 47-68.
[90] Lowry, P. B., Gaskin, J. E., & Moody, G. D. (2015). Proposing the multimotive information systems continuance model (MISC) to better explain end-user system evaluations & continuance intentions
[91] Markus, H., & Oyserman, D. (1989). Gender and thought: The role of the self-concept. In Gender and thought: Psychological perspectives (pp. 100-127). Springer New York
[92] Morosan, T. Bowen, J.M. (2014). Atwood The evolution of marketing research Int. J. Contemp. Hosp. Manage., 26 (5), pp. 706–726
[93] Negash, T. Ryan, M. Igbaria (2003) Quality & effectiveness in Web-based customer support systems Information & Management, 40 (8), pp. 757–768
[94] Nielson, C. C. (1996). An empirical examination of switching cost investments in business-to-business marketing relationships. Journal of Business & Industrial Marketing, 11(6), 38-60.
[95] Novak, D.L. Hoffman, Y.-F. Yung (2000),Measuring the customer experience in online environments: A structural modeling approach Marketing Science, 19 (1) pp. 22–44.
[96] O′Cass, A., & Carlson, J. (2010). Examining the effects of website-induced flow in professional sporting team websites. Internet Research, 20(2), 115-134.
[97] Parasuraman, V.A. Zeithaml, A. Malhotra (2005) E-S-QUAL: a multiple-item scale for assessing electronic service quality Journal of Service Research, 7 (3), pp. 213–233.
[98] Pereira, H. G., de Fátima Salgueiro, M., & Rita, P. (2016). Online purchase determinants of loyalty: The mediating effect of satisfaction in tourism.Journal of Retailing and Consumer Services, 30, 279-291.
[99] Pine, B. J., & Gilmore, J. H. (2011). The experience economy. Harvard Business Press.
[100] Park, C. H., & Kim, Y. G. (2003). Identifying key factors affecting consumer purchase behavior in an online shopping context. International Journal of Retail & Distribution Management, 31(1), 16-29.
[101] Ramanathan, R. (2012). An exploratory study of marketing, physical and people related performance criteria in hotels. International Journal of Contemporary Hospitality Management, 24(1), 44-61..
[102] Ray, S., Kim, S. S., & Morris, J. G. (2012). Research Note-Online Users′ Switching Costs: Their Nature and Formation. Information Systems Research, 23(1), 197-213.
[103] Reichheld, F. (1996). The loyalty effect. Cambridge, MA.: Harvard Business School Press.
[104] Reichheld, F. F., Markey, R. G., & Hopton, C. (2000). E-Customer loyalty-applying the traditional rules of business for online success. European Business Journal, 12(4), 173–179.
[105] Richard, M. O., Chebat, J. C., Yang, Z., & Putrevu, S. (2010). A proposed model of online consumer behavior: Assessing the role of gender. Journal of Business Research, 63(9), 926-934.
[106] Ritchie, V. Tung, R. Ritchie (2011). Tourism experience management research: emergence, evolution & future directions Int. J. Contemp. Hosp. Manage., 23 (4), pp. 419–438.
[107] Rodgers, S., & Harris, M. A. (2003). Gender & e-commerce: An exploratory study. Journal of Advertising Research, 43(03), 322–329.

[108] Rodgers, W., Negash, S., & Suk, K. (2005). The moderating effect of on-line experience on the antecedents & consequences of on-line satisfaction. Psychology & Marketing, 22(4), 313–331.
[109] Rohm, A., & Swaminthan, V. (2004). A typology of online shoppers based on shopping motivations. Journal of Business Research, 57(12), 748–757.
[110] Romani, P. N. (1999). The store as big as the world. com. American Salesman, 44, 16-25.
[111] Rose, M., Clark, P. & Samouel, N. Hair (2012). Online customer experience in e-retailing: an empirical model of antecedents & outcomes J. Retail., 88 (2), pp. 308–322
[112] Rowley, J., & Slack, F. (2001). Leveraging customer knowledge-profiling and personalisation in e-business. International Journal of Retail & Distribution Management, 29(9), 409-416.
[113] Roy Dholakia, R., & Uusitalo, O. (2002). Switching to electronic stores: consumer characteristics and the perception of shopping benefits.International Journal of Retail & Distribution Management, 30(10), 459-469.
[114] Ruiz-Mafe, C., Martí-Parreño, J., & Sanz-Blas, S. (2014). Key drivers of consumer loyalty to Facebook fan pages. Online Information Review, 38(3), 362-380.
[115] Rust, R. T., & Lemon, K. N. (2001). E-service and the consumer. International Journal of Electronic Commerce, 5(3), 85-101.
[116] Sanchez-Franco, M. J., Villarejo, A. F., & Martin, F. A. (2009). The moderating effect of gender on relationship quality & loyalty toward Internet service providers. Information & Management, 46(3).
[117] San Lim, Y., Heng, P. C., Ng, T. H., & Cheah, C. S. (2016). Customers′ online website satisfaction in online apparel purchase: A study of Generation Y in Malaysia. Asia Pacific Management Review.
[118] Sarv Devaraj, Ming Fan, Rajiv Kohli (2002) Antecedents of B2C channel satisfaction & preference: validating e-commerce metrics Information System Research, 13 (3), pp. 316–333.
[119] Schlosser, T.B. White, S.M. (2006). Lloyd Converting web site visitors into buyers: how web site investment increases consumer trusting beliefs & online purchase intentions Journal of Marketing, 70, pp. 133–148.
[120] Sharma, N., & Patterson, P. G. (2000). Switching costs, alternative attractiveness & experience as moderators of relationship commitment in professional, consumer services. International journal of service industry management, 11(5), 470-490.
[121] Shankar, V., Smith, A. K., & Rangaswamy, A. (2003). Customer satisfaction and loyalty in online and offline environments. International Journal of Research in Marketing, 20(2), 153-175.
[122] Shapiro, C., & Varian, H. R. (1999). Information rules: A strategic guide to the network economy. Boston, MA: Harvard Business School Pres.
[123] Shin, N. (2006). Online learner’s ‘flow’experience: an empirical study. British Journal of Educational Technology, 37(5), 705-720.
[124] Shukla, P. (2014), “The impact of organizational efforts on consumer concerns in an online context”, Information Management , Vol. 51 No. 1, pp. 113-119. 
[125] Soutar, N.G. (2001), “Service quality, customer satisfaction, & value: an examination of their relationships”, in K&ully, J., Mok, C. & Sparks, B. (Eds), Service Quality Management in Hospitality, Tourism & Leisure, The Haworth Hospitality Press, New York, NY.
[126] Steenkamp, J., Hoftsede, G., & Wedel, M. (1999). A cross-national investigation into the individual & national antecedents of consumer innovativeness. Journal of Marketing, 63(2), 55–69.
[127] Srinivasan, S.S., Anderson, R. & Ponnavolu, K. (2002), “Customer loyalty in e‐commerce: an exploration of its antecedents & consequences”, Journal of Retailing, Vol. 78 No. 1, pp. 41‐50.
[128] Sunkyu (2008) The Influence of Consumer′s Need-for-Touch on the Experience of Online Purchase. Korean Marketing Review 마케팅연구 卷: 23 期: 1 頁碼: 71-91
[129] Kim, H. J., Han, C. H., Suh, B., & Kim, K. C. (2005). A Study on the Factors Affecting Customer′s Intention to Use the Mobile Game Service. The Journal of Society for e-Business Studies, 10(1), 1-19.
[130] Szymanski, D. M., & Hise, R. T. (2000). E-satisfaction: an initial examination. Journal of retailing, 76(3), 309-322.
[131] Tang, T-W., Tsai, C-H., & Wu, W-P. (2005). The relationship among trust, e-satisfaction, e-loyalty & customer online behaviors. Proceedings of the Fifth International Conference on Electronic Business, Hong Kong, December 5-9, 788-794.
[132] Tandon, U., Kiran, R., & Sah, A. N. (2015). Customer satisfaction using website functionality, perceived usability and perceived usefulness towards online shopping in India. Information Development, 0266666915621106.
[133] Teng, L.S. Huang, S.P. Jeng, Y.J. Chou, H.H. Hu (2012). Who may be loyal? Personality, flow experience & customer e-loyalty Int. J. Electron. Cust. Relatsh. Manage., 6 (1), pp. 20–47.
[134] Trevino, L. K., & Webster, J. (1992). Flow in computer-mediated communication electronic mail and voice mail evaluation and impacts. Communication research, 19(5), 539-573.
[135] Trocchia, P. J., & Janda, S. (2003). How do consumers evaluate Internet retail service quality?. Journal of services marketing, 17(3), 243-253.
[136] Hansen, T., & Møller Jensen, J. (2009). Shopping orientation and online clothing purchases: the role of gender and purchase situation. European Journal of Marketing, 43(9/10), 1154-1170.
[137] Ulbrich, F., Christensen, T., & Stankus, L. (2011). Gender-specific on-line shopping preferences. Electronic Commerce Research, 11(2), 181-199.
[138] Wang, E. S. T., & Chou, N. P. Y. (2014). Consumer characteristics, social influence, and system factors on online group-buying repurchasing intention.Journal of Electronic Commerce Research, 15(2), 119.
[139] Wang, H.H. (2005). Emurian. An overview of online trust: Concepts, elements, & implications Computers in Human Behavior, 21 (1), pp. 105–125.
[140] Wang, M.S. Minor, J. Wei (2011). Aesthetics & the online shopping environment: underst&ing consumer responses J. Retail., 87 (1), pp. 46–58.
[141] Wagner, J., & Rydstrom, G. (2001). Satisfaction, trust and commitment in consumers relationships with online retailers. European Advances in Consumer Research, 5(1), 276-281.
[142] Webster, J., Trevino, L. K., & Ryan, L. (1993). The dimensionality and correlates of flow in human-computer interactions. Computers in human behavior, 9(4), 411-426.
[143] Whence, O. (1999) consumer loyalty? Journal of Marketing, 63 (4), pp. 33–44.
[144] Whitten, D., & Wakefield, R. L. (2006). Measuring switching costs in IT outsourc- ing services. Journal of Strategic Information Systems, 15(3), 219–248.
[145] Xia, L., & Sudharshan, D. (2000). An examination of the effects of cognitive interruptions on consumer online decision processes. In Second Marketing Science Internet Conference.
[146] Yang, Z., & Fang, X. (2004). Online service quality dimensions and their relationships with satisfaction: A content analysis of customer reviews of securities brokerage services. International Journal of Service Industry Management, 15(3), 302-326.
[147] Yang, C., & Wu, C. C. (2007). Gender and Internet consumers′ decision-making. CyberPsychology & Behavior, 10(1), 86-91.
[148] Yang, H. E., Wu, C. C., & Wang, K. C. (2009). An empirical analysis of online game service satisfaction and loyalty. Expert Systems with Applications,36(2), 1816-1825.
[149] Yeh, J. C., Hsiao, K. L., & Yang, W. N. (2012). A study of purchasing behavior in Taiwan′s online auction websites: Effects of uncertainty and gender differences. Internet Research, 22(1), 98-115.
[150] Yen, YS (2010). Can perceived risks affect the relationship of switching costs & customer loyalty in e-commerce? Internet Research , Vol.20 Iss: 2, pp.210 – 224.
[151] Zhang, K. Z., Lee, M. K., Cheung, C. M., & Chen, H. (2009). Underst&ing the role of gender in bloggers′ switching behavior. Decision Support Systems,47(4), 540-546.
[152] Zhou, T. (2016). Underst&ing users’ switching from online stores to mobile stores. Information Development, 32(1), 60-69.
[153] Zhou, T., Li, H., & Liu, Y. (2015). Underst&ing mobile IM continuance usage from the perspectives of network externality & switching costs.International Journal of Mobile Communications, 13(2), 188-203.
[154] Zhou, T., & Lu, Y. (2011). Examining mobile instant messaging user loyalty from the perspectives of network externalities & flow experience.Computers in Human Behavior, 27(2), 883-889.
[155] Yang, Z., & Peterson, R. T. (2004). Customer perceived value, satisfaction, and loyalty: The role of switching costs. Psychology & Marketing, 21(10), 799-822.
[156] Zhu, D. S., Lin, T. C. T., & Hsu, Y. C. (2012). Using the technology acceptance model to evaluate user attitude and intention of use for online games. Total Quality Management & Business Excellence, 23(7-8), 965-980.
指導教授 洪秀婉(Shiu-Wan Hung) 審核日期 2016-6-24
推文 facebook   plurk   twitter   funp   google   live   udn   HD   myshare   reddit   netvibes   friend   youpush   delicious   baidu   
網路書籤 Google bookmarks   del.icio.us   hemidemi   myshare   

若有論文相關問題,請聯絡國立中央大學圖書館推廣服務組 TEL:(03)422-7151轉57407,或E-mail聯絡  - 隱私權政策聲明