Exploring the relationship between perceived electronic service quality, satisfaction, and personality: a study of Taiwan's online game industry

摘要

E-commerce is transforming the form of competition, the speed of operation, and the way of interactions, services, products, and money from consumers to companies and from companies to suppliers. Developing an e-commerce ability has grown into a principal thing for companies. Service quality is normally related to customers' behavioural intentions and actual behavioural patterns in product and service settings. Therefore, electronic service quality (e-SQ) is likely to be a determinant of e-commerce success. However, few studies have examined the effects of customer personality traits on perceived e-commerce service quality and web behaviours. An online game is a game played over some form of computer network. The online game industry has grown fast into an important industry in Taiwan. Based on the above, the purpose of this study is to explore the relationship between perceived e-SQ, satisfaction, and personality and it aims at the online game industry in Taiwan. The findings can supply important information for improvements and a basis for further research for researchers and practitioners.