What e-SERVPERF in recruiting websites does affect users’ perceived value, satisfaction, and revisit intention in Korea?

Abstract

This study aims to identify the factors of the recruiting websites’ service quality that affect users’ perception and behaviour and the moderating role of job exploration type in Korea. This research is designed to address the casual relation between the service qualities of specialised recruiting websites and users’ perception and behaviour with reference to the e-SERVPERF evaluation model. A total of 302 valid observations were collected and Multi-group Structural Equation Modelling was employed to examine the construct. The findings show that interactivity and aesthetics positively affect perceived value as user satisfaction is dependent on aesthetics and reliability. The mediating role of perceived value and user satisfaction for user loyalty is confirmed. In addition, job exploration type moderates users’ behaviour as full-time job explorers perceive value from the quality of information and scope of interactivity, while part-time job explorers appreciate aesthetics dimension only. The findings imply that recruiting websites are required to tune their strategic approach by target customer segments, as user groups’ behaviour towards web service quality is heterogeneous. This study fills the research gaps by adopting the e-SERVPERF scale in the context of online recruitment and provides practical implications by isolating the moderating effects through examining user groups segregated as full-time and part-time who have different job exploration motives.

Keywords:

• recruiting websites
• web service quality
• perceived value
• user satisfaction
• revisit intention
• part-time
• full-time

Disclosure statement

No potential conflict of interest was reported by the authors.

Additional information

Funding

The authors appreciate the reviewers for their constructive comments during the QMOD ICQSS-KSQM Conference. This research was generously supported by Hankuk University of Foreign Studies’ research fund of 2015 [10.13039/501100002486].