Journal of Convergence for Information Technology (융합정보논문지)

Convergence Society for SMB (중소기업융합학회)
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A Study on US Consumers' Loyalty to Online Shopping Mall : Focused on Group Buying Social Commerce

미국 소비자의 온라인 쇼핑몰 충성도 연구 : 공동구매형 소셜커머스를 중심으로

  • Cho, Yun-Jin (Dept of Textile Design, Gyeongnam National University of Science and Technology)
  • 조윤진 (경남과학기술대학교 텍스타일디자인학과)
  • Received : 2018.12.07
  • Accepted : 2019.02.20
  • Published : 2019.02.28
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Abstract

The purpose of this paper is to examine the factors influencing on loyalty in US online shopping malls. The study proposed a model to investigate the relationship among quality of sites, satisfaction, attitude, and loyalty. The hypotheses were examined by analyzing a structural equation model. 280 US samples were used for the final analysis. The results show that this model demonstrates good fit for the samples. The ease of use was found to be a significant variable in their satisfaction, while it did not have the direct effect on attitude toward the sites. The information quality was found to be a crucial variable in consumers' satisfaction and attitude toward the site. Satisfaction directly affected attitude as well as loyalty, and attitude also directly affected loyalty. Thus, the structural relationship among the variables of customers' loyalty was verified. This research provides practical insights into US consumer behaviors that would be beneficial to marketers when they make decisions for the US e-commerce market.

연구의 목적은 미국 온라인 쇼핑몰에서의 고객 충성도에 영향을 미치는 변인들을 분석해보는 것이다. 이를 위해 본 연구는 사이트 품질, 사이트에 대한 만족, 태도 그리고 충성도의 관계를 살펴보기 위한 모형을 제안하고, 구조모형방정식을 통해 이를 검증하였다. 미국 소비자 280명의 샘플을 분석에 사용하였으며, AMOS 20.0을 이용하여 확인적 요인분석과 구조방정식 모형 분석을 실시하였다. 제안된 연구 모형은 비교적 양호한 적합도를 보였다. 사이트 품질 중 이용 용이성과 정보 품질은 만족에 긍정적인 영향을 미쳤다. 특히 정보 품질은 태도에도 긍정적인 영향을 미쳐 만족과 태도에 중요한 변수임을 확인하였다. 만족은 태도와 충성도에 유의한 영향을 미쳤으며, 태도 역시 충성도에 유의한 영향을 미쳤다. 즉 사이트에 대한 고객 만족과 호의적인 태도 형성이 결국 사이트의 충성으로 이끌 것이라는 점을 확인하였다. 본 연구는 미국 소비자들의 e-충성도에 대한 이론적 시사점을 제시하였으며, 이를 토대로 실천적인 마케팅 전략이 제안될 수 있다는 점에서 의의가 있다.

Keywords

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Fig. 1. Research Model

Table 1. Demographic Information about the Respondents

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Table 2. Measurement model

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Table 3. The Squared Correlations and AVE of Variables

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Table 4. Results of Hypotheses Testing

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