초록 close

This study analysed the effects of the quality of services provided for customers of Internet shopping malls on customer satisfaction and e-loyalty based on SERVQUAL. Considering five variables of service quality revealed through a factor analysis as sub-variables, we analysed the effect of service quality on satisfaction and e-loyalty using a regression analysis and the results are presented as follows: As there is a limit of online business in Internet shopping malls in spite of its convenience, customers' credibility is poor in quality, sanitation, payment and stable delivery. Therefore, the government should develop effective directions on professional and composite quality assesment for reliability between customers and companies, payment and safe delivery.