Asia pacific journal of information systems

The Korea Society of Management Information Systems (한국경영정보학회)
권호 표지

Factors Affecting on Internet Shopping Mall Members` Relationship Quality

인터넷 쇼핑몰 회원가입자의 관계품질에 영향을 미치는 요인에 관한 연구

  • 박준철 (대구사이버대학교 e경영학과) ;
  • 윤만희 (대구대학교 경영학과)
  • Published : 2002.09.30
Download PDF
⟨ Previous Next ⟩

Abstract

This paper examines internet shopping mall members' relationship quality and its antecedents variables. For this purpose, five types of membership customers' perceived variables, including convenience, product assortment, product information, shopping mall design, and service quality are proposed to affect customer satisfaction and consequently relationship quality. This study, which used data from customers of membership internet shopping malls, showed satisfactory data-fit to the proposed model and except product information hypothesis, supported all of research hypotheses. Also four types of membership customers' perceived variables(convenience, product assortment, shopping mall design, and service quality) take significant effect on customer satisfaction, and the satisfaction in turn have influence on relationship quality.

Keywords

References

  1. 강재정, '인터넷 쇼핑몰 이용만족에 영향을 미치는 요인에 관한 연구,' 한국경영정보학 회 추계국제학술대회논문집, 2000, pp. 533-547
  2. 계도원, 김규완, '인터넷 쇼핑몰에서의 소비자구매결정속성에 대한 실증적 연구,' 동 국대 학교 경제경영논총, 22(1), 1988, pp.87-105
  3. 김광용, 김기수, '인터넷 설문조사를 활용한 사이버 쇼핑몰 디자인에 관한 연구,' 경 영정보학연구, 9(2), 1999, pp. 133-150
  4. 김종기, 정용우, 박선영, '사례 연구를 통한 사이버쇼핑몰의 성공요인 분석,' 한국정보 시스템학회 춘계학술대회논문집, 2000, pp. 99-105
  5. 김진수, 이호근, 서길수, 김진우, '국내 인터넷 쇼핑몰의 현황 및 성공요인 분석: 환경, 비즈니스, 시스템 특성,' Information Systems Review, 1(2), 1999, pp. 107-120
  6. 김희철, 김민철, '전자상거래 서비스의 품질요인에 관한 탐색적 연구-인터넷 쇼핑몰 을 중심으로,' 국제상학, 14(3), 1999, pp.293-306
  7. 박유식, 한명희, '보증에 대한 신뢰성, 정보의 양, 지식이 인터넷 쇼핑몰의 지각된 위험, 제품품질, 구매의도에 미치는 영향,' 한국마케팅학회 추계학술대회논문집, 2000, pp. 395-417
  8. 박준철, 전자상거래 이용 소비자의 인터넷 공동구매태도와 의도에 영향을 미치는 요인에 관한 연구, 대구대학교 대학원, 박사학위논문, 2001
  9. 박철, '인터넷 정보탐색가치가 인터넷 쇼핑 행동에 미치는 영향에 관한 연구-쇼핑몰 방문빈도와 구매의도를 중심으로-,' 마케팅 연구, 2000, pp.143-162
  10. 사공혜숙, 이병돈, 임준식, 손달호, '사이버 쇼핑몰유형이 소비자의 구매의도에 결정적 인 영향을 미치는 요인,' 한국정보시스템학회 춘계학술대회발표논문집, 2000, pp. 131-137
  11. 서영호, 채영일, 이현수, 'CSF 분석을 통한 인터넷 쇼핑몰 전략,' 품질경영학회지, 29 (1), 2001, pp. 160-172
  12. 성영신, 강정석, '인터넷 쇼핑과 쇼핑몰에 대한 소비자의 지각,' 광고학연구, 11(2), 2000, pp. 7-34
  13. 손달호, 임선영, '인터넷 쇼핑몰 디자인 요소와 사용자 특성과의 관계에 관한 연구,' IE Interfaces, 14(1), 2001, pp. 84-94
  14. 신기영, 추교완, 박동진, '인터넷 쇼핑몰 이용에 영향을 미치는 요인에 관한연구,' 정보 시스템연구, 10(1), 2001, pp. 279-301
  15. 안준모, 이국희, '인터넷 쇼핑환경에서의 고객충성도에 영향을 미치는 요인에 관한 연 구: 국내 인터넷 쇼핑몰 산업을 중심으로,,' 경영정보학연구, 11(4), 2001, pp. 135-153
  16. 안준모, 한상록, '인터넷 쇼핑몰 성공전략: 구성 디자인 특성과 마케팅 기능' ,Informat,on Systems Review, 1(2), 1999, pp. 97-106
  17. 유동근, 서영호, 조임현, '전자상거래의 비용 우위 효과에 관한 소비자 지각: 인터넷 쇼핑몰 이용자를 중심으로,' 한국경영과학회지, 24(4), 1999, pp. 49-62
  18. 유일, 나광윤, 최혁라, '인터넷 쇼핑몰의 서비스품질이 전자상거래 성과에 미치는 영 향,' 한국산업정보학회 추계학술대회논문집, 1999, pp. 65-80
  19. 윤성준, '웹쇼핑몰 사이트 신뢰도의 결정요인과 구매의향에 미치는 영향에 관한 시뮬레이션 접근방법,' 경영학연구, 29(3), 2000, pp. 353-376
  20. 이건창, 정남호, '가상실현 인터넷쇼핑몰 소비자 구매의도에 미치는 영향,' 한국경영정 보학회 국제학술대회논문집, 1998, pp. 167-176
  21. 이민영, '한국 인터넷 쇼핑몰 서비스 수준과 문제점,' 전자상거래학회 학술대회발표논문집, 2000, pp. 227-249
  22. 이재규, 최형림, 김현수, 이경전, 전자상거래원론, 법영사, 2000
  23. 이철호, 임영수, '인터넷 쇼핑몰에 관한 고찰,' 정보통신연구, 12(1), 1998, pp. 35-42
  24. 정경수, 박용재, '인터넷 쇼핑몰의 서비스품질이 소비자 만족에 미치는 영향,' 정보시스템 연구, 10(1), 2001, pp. 173-195
  25. 조남재, 송길영, '추진기업의 특성차이에 따른 사이버쇼핑몰 운영전략 분석 연구,' 한국경영정보학회 춘계학술대회논문집, 1998, pp. 18-21
  26. 지효원, 영창선, '인터넷 쇼핑몰의 소비자만족 요인에 관한 실증적 연구,' 한국전자거 래(CALS/EC)학회/한국정보시스템학회 종합학술대회논문집, 1999, pp. 621-626
  27. 현병언, 권혁인, 김진수, 양민철, '중소기업 인터넷쇼핑몰의 구축 및 운영방안,' 한국경 영정보학회 춘계학술대회논문집, 1998, pp. 29-31
  28. 통계청, '전자상거래통계조사 결과', http://www.nso.go.kr. 2002
  29. 한국인터넷정보센터 , '인터넷 이용자수 및 이용행태에 관한 설문조사 결과 보고서,' http://www.nic.or.kr. 2002
  30. Korea Netizen Profile, '인터넷 사용자조사,' http://www.advertising.co.kr. 2001
  31. Aaker, David A., 'The Value of Brand Equity,' Journal of Business Strategy, 13, July-August 1992, pp. 27-32 https://doi.org/10.1108/eb039503
  32. Ainscough, Thomas L. and Michael, G. Luckett, 'The internet for the rest of us: Marketing on the world wide web,' Journal of Consumer Marketing, 13(2), 1996, pp. 36-47 https://doi.org/10.1108/07363769610115393
  33. Allen, Natalie J. and John P. Meyer, 'The Measurement and Antecedents of Affective, Continuance and Normative Commitment to the Organization,' Journal of Occupational Psychology, 63(1), 1990, pp. 118
  34. Anderson, James C. and David W.Gerbing, 'Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach,' Psychological Bulletin, 103(3), 1988, pp. 411-423 https://doi.org/10.1037/0033-2909.103.3.411
  35. Anderson, James C. and James A Narus, 'A Model of Distributor Firm and Manufacturer Firm Working Partnerships,' Journal of Marketing, 54, January 1990, pp. 4258
  36. Anderson, Erin and Barton A Weitz, 'Determinants of Continuity in Conventional Industrial Channel Dyads,' Marketing Science, 8, Fall 1989, pp. 310-323 https://doi.org/10.1287/mksc.8.4.310
  37. Anderson, Eugene W., Claes Fornell, and Donald R. Lehmann, 'Customer Satisfaction, Market Share, and Profitability: Findings from Sweden,' Journal of Marketing, 58, July 1994, pp. 53-66
  38. Bagozzi , Richard P. and Youjae Yi, 'On the Evaluation of Structural Equation Models,' Journal of the Academy of Marketing Science, 16, Spring 1988, pp. 74-94 https://doi.org/10.1007/BF02723327
  39. Bakos, J. Yannis, 'A Strategy Analysis of Electronic Marketplaces,' MIS Quarterly, September 1991, pp. 295-310
  40. Balasubramanian, Srider, 'Two Essays in Direct Marketing,' Ph. D. Dissertation, Yale University, New Haven, CT, 1997
  41. Barry, Wary, Adrian Palmer, and David Bejou, 'Using Neural Analysis to Evalute Buyer-Seller Relationships,' European Journal of Marketing, 28(10), 1994, pp. 32-48 https://doi.org/10.1108/03090569410075777
  42. Baty, J.B. and RM. Lee, 'Intershop: Enhancing the Vendor/Customer dialectic in Electronic Shopping,' Journal of Management Information System, Spring 1995, pp. 9-31
  43. Bettencourt, Lance A, 'Customer Voluntary Performance:Customers As Parteners in Service Delivery,' Journal of Retailing, 73(3), 1997, pp. 383-406 https://doi.org/10.1016/S0022-4359(97)90024-5
  44. Bitner, Mary Jo, 'Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses,' Journal of Marketing Research, 54, April 1990, pp. 6982
  45. Bitner, Mary Jo, Bernard H. Booms, and Mary Stanfield Tetreault, 'The Service Encounter: Diagnosing Favorable and Unfavorable Incidents,' Journal of Marketing, 54, January 1990, pp. 71-84 https://doi.org/10.2307/1252174
  46. Bolton, Ruth N. and James H. Drew, 'A Multi-Stage Model of Customers' Assessments of Service Quality and Value,' Journal of Consumer Research, 17, March 1991, pp. 375-384 https://doi.org/10.1086/208564
  47. Brown, James R, Robert F. Lusch, and Carolyn Y. Nicholson, 'Power and Relationship Commitment: Their Impact on Marketing Channel Member Performance,' Journal of Retailing, 71, Winter 1995, pp. 363-392 https://doi.org/10.1016/0022-4359(95)90019-5
  48. Clemmer, Elizabeth C., 'An Investigation into the Relationships of Justice and Customer Satisfaction with Services,' in Justice in the Workplace: Approaching Fairness in Human Resources Management, R. Cropanzano, ed., New York: Lawrence Erlbaum, 1993, pp. 193-207
  49. Cronin, J. Joseph, Jr. and Steven A Taylor, 'Measuring Service Quality: A Reexamination and Extension,' Journal of Marketing, 56, July 1992, pp. 55-68
  50. Cronin, J. Joseph, Jr. and Steven A Taylor, 'SERVPERF Versus SERVQUAL: Reconciling Performance-Based and Perceptions-Minus-Expections Measurement of Service Quality,' Journal of Marketing, 58, January 1994, pp. 125-131
  51. Crosby, Lawrence A and Nancy Stehpens, 'Effectsof Relationship Marketing on Satisfaction, Retention, and Prices in the Life Insurance Industry,' Journal of Marketing Research, 24, November 1987, pp. 404-411 https://doi.org/10.2307/3151388
  52. Crosby, Lawrence A, Kenneth R Evans, and Deborah Cowles, 'Relationship Quality in Services Selling: An Interpersonal Influence Perspective,' Journal of Marketing, 54, July 1990, pp. https://doi.org/10.2307/1251817
  53. Crutchfield, Tammy N., 'Customer Retention in Consumer Services: A Multiple Sources-Multiple Commitments Model of Marketing Relationships,' Doctoral Dissertation, The University of Alabama, 1998
  54. Dorsh, Michael J., Scott R. Swanson, and Scott W. Kelley, 'The Role of Relationship Quality in the Stratification of Vendors as Perceived by Customers,' Journal of the Academy of Marketing Science, 26(2),1998, pp. 128-142 https://doi.org/10.1177/0092070398262004
  55. Dwyer, F. Robert, Paul H. Schurr, and Sejo Oh, 'Developing Buyer-Seller Relationships,' Journal of Marketing, 51, April 1987, pp. 11-27 https://doi.org/10.2307/1251126
  56. Engel, James F. and Roger D. Blackwell, Consumer Behavior, New York: Holt, Rinehart, and Winston, 1982
  57. Fornell, Claes, 'A National Customer Satisfaction Barometer: The Swedish Experience,' Journal of Marketing, 56, January 1992, pp. 6-21 https://doi.org/10.2307/1252129
  58. Ganesan, Shankar, 'Determinants of LongTerm Orientation in Buyer-Seller Relationships,' Journal of Marketing, 58, April 1994, pp. 1-19
  59. Gruen, Thomas W., John O. Summers, and Frank Acito, 'Relationship Marketing Activities, Commitment, and Membership Behaviors in Professonal Associations,' Journal of Marketing, 64, July 2000, pp. 34-49 https://doi.org/10.1509/jmkg.64.3.34.18030
  60. Gummesson, E., 'The New Marketing: Developing Long-Term Interactive Relationships,' Long Range Planning, 20(4), 1987, pp. 10-20 https://doi.org/10.1016/0024-6301(87)90151-8
  61. Gundlach, Gregory T., Ravi S. Achrol, and John T. Mentzer, 'The Structure of Commitment in Exchange,' Journal of Marketing, 59, January 1995, pp. 78-92 https://doi.org/10.2307/1252016
  62. Hennig-Thurau, Thorsten, Alexander Klee, and Markus E. Langer, 'The Impact of Customer Satisfaction and Relationship Quality on Customer Retention: A Critical Reassessment and Model Development,' Psychology and Marketing, 14(8), 1999, pp.737-765
  63. Hoffman, D.L., and Novak, T.P., 'Marketing in Hypermedia Computer mediated Enviroments: Conceptual Foundations,' Journal of Marketing, 61, 1996, pp. 50-68
  64. Hunt, H. Keith, 'CS/D - Overview and Future Research Direction,' in Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction, H. Keith Hunt, ed., Cambridge, MA: Marketing Science Institute, 1977
  65. Javenpaa, Sirrka J. and Peter A Todd, 'Consumer Reactions of Electronic Shopping on the World Wide Web,' International Journal of Electronic Commerce, Winter 1997, pp. 59-88
  66. Kambil, A, 'Electronic Commerce: Implications of the Internet for Business Practice and Strategy,' NYU Stem School of Business, 1995, pp. 13-18
  67. Kelley, Scott W. and Mark A Davis, 'Antecents to Customer Expectations for Service Recovery,' Journal of the Academy of Marketing Science, 22, Winter 1994, pp. 5261
  68. Kelley, Scott W.,K.D. Hoffman, and M.A. Davis, 'A Typology of Retail Failures and Recoveries,' Journal of Retailing, 69, Winter 1993, pp. 429-452 https://doi.org/10.1016/0022-4359(93)90016-C
  69. Kennedy, Mary S., Linda K Ferrell, and Debbie T. LeClair, 'Consumers' trust of salesperson and manufacturer: an empirical study,' Journal of Business Research,' 51, 2001, pp. 73-86 https://doi.org/10.1016/S0148-2963(99)00039-9
  70. Kumar, Nirmalya, Lisa K. Scheer, and Jan-Benedict E.M. Steenkamp, 'The Effects of Supplier Fairness on Vulnerable Resellers,' Journal of Marketing Research, 32, February 1995, pp. 54-65 https://doi.org/10.2307/3152110
  71. Lagace, Rosemary R, Robert Dahlstrom, and Jule B. Gassenheimer, 'The Relevance of Ethical Salesperson Behavior on Relationship Quality: The Pharmaceutical Industry,' Journal of Personal Selling and Sales Management, 11(4), 1991, pp. 39-47
  72. Lassar, Walfried, Banwari Mittal, and Srun Sharma, 'Measuring Customer-Based Brand Equity,' Journal of Consumer Marketing, 12(4), 1995, pp. 11-19 https://doi.org/10.1108/07363769510095270
  73. Liu, C. and Arnett, K.P., 'Exploring the factors associated with Web site success in the context of electronic commerce,' Information and Management, 38, 2000, pp. 2333
  74. Lohse, G.L., and Spiller, P., 'Electronic Shopping,' Communication of the ACM, 1998, pp. 81-88
  75. Mohr, J. and R Spekman, 'Characteristics of Partnership Success: Partnership Attributes, Communication Behavior and Conflict Resolution Techniques,' Strategic Management Journal, 15, 1994, pp. 135-152 https://doi.org/10.1002/smj.4250150205
  76. Moorman, Christine, Gemald Zaltman and Rohit Deshpande, 'Relationships Between Providers and Users of Marketing Research: The Dynamics of Trust Within and Between Organization,' Journal of Marketing Research, 29, August 1992, pp. 314-329 https://doi.org/10.2307/3172742
  77. Moorman, Christine, and Rohit Deshpande, Gemald Zaltman, 'Factors Affecting Trust in Marketing Research Relationships,' Journal of Marketing, 57, January 1993, pp. 81-101 https://doi.org/10.2307/1252059
  78. Morgan, Robert and Shelby Hunt, 'The Commitment-Trust Theory of Relationship Marketing,' Journal of Marketing, 58, July, 1994, pp. 20-38
  79. Naude, Pete and Francis Buttle, 'Assessing Relationship Quality,' Industrial Marketing Management, 29, 2000, pp. 351-361 https://doi.org/10.1016/S0019-8501(00)00112-7
  80. O'Reilly, Charles and Jennifer Chatman, 'Organizational Commitment and Psychological Attachment: The Effects of Compliance, Identification, and Internalization on Prosocial Behavior,' Journal of Applied Psychology, 71, August 1986, pp. 492-499 https://doi.org/10.1037/0021-9010.71.3.492
  81. Oliver, Richard L. and Wayne S. Desarbo, 'Response Determinants in Satisfaction Judgments,' Journal of Consumer Research, 14, March 1988, pp. 495-507 https://doi.org/10.1086/209131
  82. Oliver, Richard L. and John E. Swan, 'Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach,' Journal of Marketing, 53, April 1989, pp. 21-35
  83. Oliver, Richard L., 'Measurement and Evaluation of Satisfaction Process in Retail Setting,' Journal of Retailing, 57, Fall 1981, pp. 25-48
  84. Parasuraman, A, Leonard L. Berry, and Valarie A Zeithaml, 'Servqual: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,' Journal of Retailing, 64, Spring 1988, pp. 12-40
  85. Peterson, Robert A, Sridhar Balasubramanian, and Bart, J. Bronnenberg, 'Exploring the Implications of the Internet for Consumer Marketing,' Journal of the Academy of Marketing Science, 25, Fall 1997, pp. 329-346 https://doi.org/10.1177/0092070397254005
  86. Pruitt, D.G., Negotiation Behavior, New York: Academic Press, Inc, 1981
  87. Reichheld, Frederick F., 'Loyalty-Based Management,' Harvard Business Review, 71, March-April 1993, pp. 64-73
  88. Reichheld, Frederick F., The Loyalty Effect, Boston: Harvard Business School Press, 1996
  89. Reichheld, Frederick F. and W. Earl Sasser, Jr., 'Zero Defections: Quality Comes to Services,' Harvard Business Review, 68 September-October 1990, pp. 105-111
  90. Schlesinger, Leonard A. and James L. Heskett, 'Breaking the Cycle of Failure in Services,' Sloan Management Review, Spring 1991, pp.
  91. Selz, D. and Schubert, P., 'Web Assessment-A Model for the Evaluation and the Assessment of Successful Electronic Commerce Applications,' EM-Electronic Markets, 7(3), 1997, pp. 46-48 https://doi.org/10.1080/10196789700000038
  92. Storbacka, Kaj, Tore Strandvik, and Christian Gronroos, 'Manahing Customer Relationships for Profit: The Dynamics of Relationship Quality,' International Journal of Service Industry Management, 5(5), 1994, pp. 21-38 https://doi.org/10.1108/09564239410074358
  93. Szymanski, David, M., and Hise, Richard, T., 'e-Satisfaction: An Initial Examination,' Journal of Retailing, 76(3), 2000, pp. 309-322 https://doi.org/10.1016/S0022-4359(00)00035-X
  94. Tax, Stephen 5., Stephen W. Brown, and Murali Chandrashekaran, 'Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing,' Journal of Markrting, 62, April 1998, pp. 60-76 https://doi.org/10.2307/1252161
  95. Teas, R. Kenneth, 'Expections, Performance Evaluation, and Consumers' Perceptions of Quality,' Journal of Marketing, 57, October 1993, pp. 18-34 https://doi.org/10.2307/1252216
  96. Tse, David K. and Peter C. Wilton, 'Models of Consumer Satisfaction Formation: An Extention,' Journal of Marketing Research, 25, May 1988, pp. 204-212 https://doi.org/10.2307/3172652
  97. Weun Seungoog, Service Failure and Service Recovery: Impact on New Customer Relationships, Doctoral Dissertation, University of Alabama, Tuscaloosa, AL, 1997
  98. Wilson, David T. and S. Jantrania, 'Understanding the Value of a Relationship,' Asia-Australia Marketing Journal, 2(1), 1996, pp. 55-66
  99. Wulf, Kristof De, Gaby Odekerken-Schroder, and Dawn Iacobucci, 'Investments in Consumer Relationships: A Cross-Country and Cross-Industry Exploration,' Journal of Marketing, 65, October 2001, pp. 33-50 https://doi.org/10.1509/jmkg.65.4.33.18386