Customer Satisfaction of Online Music Services in Taiwan

Abstract

Many products selling on the Internet channel include music, which also sells in brick and mortar stores and in online stores, developed from digitalized music. This study attempts to explore which influence among the service quality, content quality, and the website service quality affects the paying customers’ satisfaction, and studies the relationship of customer satisfaction and customer loyalty. Further, the study probes the factors of customer relationship management. The research framework is based on the customer relationship management of digital content industry model. Results revealed that privacy, system availability, service provider’s reliability, perceived enjoyment, perceived ease of use, and fulfillment significantly affects consumers’ intentions to be paid-members of online music services.