An Integrated Study for Customer Loyalty in Internet Shopping Mall

인터넷 쇼핑몰의 고객충성도에 대한 통합적 연구 - 옥션과 인터파크 고객을 중심으로

The main purpose of this paper is to setup a integrated model and verify the integrated model for a customer loyalty in the internet shopping environments. The results of a structural equation model (SEM) using AMOS and LISREL include: First, hypothesis that Internet environment characteristics in outside factors has a positive effect on satisfaction, trust and commitment is partially supported. However, mutual communication to satisfaction, community to commitment and open-ubiquity to trust did not reveal a positive effect. Second, hypothesis that Internet showing mall environment has a positive effect on satisfaction is partially supported. However, transaction to commitment and transaction to trust did not reveal a positive effect. Third, hypothesis that relational benefits has a positive effect on both satisfaction and commitment is partially supported. However, confident honest to commitment and economic honest to trust did not reveal a positive effect. Forth, satisfaction trust and commitment have a strong effect upon loyalty. Fifth, satisfaction has a positive effect on trust and commitment. However, trust did not show a positive effect on commitment. Outside factors(Internet environment characteristics, showing mall characteristics, and relational benefit) partially revealed a positive effect on satisfaction trust, and commitment. Mediating variables such as satisfaction, trust, and commitment again have positive effect on loyalty. But, the relationship for trust to commitment did not reveal the significant effect in this study while other studies revealed significant effect.