Evaluation of service quality in facebook-based group-buying

In recent years, community platforms have developed into community shopping, and have gradually become an interesting online shopping consumption model. Facebook is Taiwan's most important community platform. Internet shopping is not its main function though, but still Facebook has managed to find a way into the group-buying business. At this stage, in its logistics, the financial flows and information flows are not perfect. This study integrates a model of e-commerce information with an electronic service quality scale, and uses the Kano quality model to assess the key service quality characteristics of community buying. We found that there are six attractive qualities, the most important of which is product recommendation. The key quality elements for attracting customers are price and recommendation features, and that the group that is most attracted are 41- to 50-year-old female home-makers. The results of this research provide people who participating in group-buying on Facebook with useful information on the process, as well as insights on managerial planning for the business model.