Kang, Dayoung; Kim, Seongcheol - 2018
quality, and reliability and empathy of offline service quality were significant antecedents of satisfaction with the O2O … service. For Case 2, efficiency of online service quality, ubiquity of O2O-specific service quality, and empathy were found to … services but not with the sequel services. Results found that, for Case 1, informativeness and security of online service …