This study examined the Service Quality Strategy on the Internet Portal Site. A portal is a web site or other service providing an initial point of entry to the web. Portals typically offer a broad array of resource or services such as e-mail, on-line...
This study examined the Service Quality Strategy on the Internet Portal Site. A portal is a web site or other service providing an initial point of entry to the web. Portals typically offer a broad array of resource or services such as e-mail, on-line shopping, discussion forums, and tools for locating information. This research is the first to empirical test the causal relationships in portal site. The model of service quality strategies for portal site is tested here using data from 120 samples. Result of confirmatory structural euqation modeling show that many of hypothesized relationships are significant. In examing the Relationships of the factors in the study, Customer Satisfaction is significantly by convenience, entertainment, interaction, and Portal site retention and referral are significantly influenced by customer satisfaction. In addition, portal site retention shows indirect effect between customer satisfaction and referral.