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The Effects of Service Quality and Consumption Emotion on Consumer Satisfaction of Internet Fashion Shopping Malls  

Hwang, Gyung-Soon (Dept. of Fashion Design, SungKyunKwan University)
Hwang, Sun-Jin (Dept. of Fashion Design, SungKyunKwan University)
Publication Information
Journal of the Korean Society of Costume / v.57, no.9, 2007 , pp. 149-160 More about this Journal
Abstract
The purpose of this study was to investigate effects of service qualities and consumption emotion on consumer satisfaction of internet fashion shopping malls. Data were obtained from 304 internet fashion shopping mall consumers who have bought fashion products or visited an internet fashion shopping mall. Questionnaires related to service quality, consumption emotion, consumer satisfaction. For analysis of data, exploratory factor analysis, confirmatory factor analysis, path analysis were applied. The results were as follows: 1. The service quality dimensions of internet fashion shopping malls were reliability, merchandise variability, web-design, communication and safety. The consumption emotion dimensions were classified as positive emotion and negative emotion. 2. The service quality of internet fashion shopping malls and the consumption emotion had an effect on consumer satisfaction of internet fashion shopping malls. The dimensions of communication, merchandise variability of the service quality in internet fashion shopping malls had an effect on positive emotion. Safety, reliability of the service quality had an effect on negative emotion. Both positive emotion and negative emotion of the consumption emotion dimensions had an effect on consumer satisfaction of internet fashion shopping malls.
Keywords
service quality; consumption emotion; consumer satisfaction; internet fashion shopping mall;
Citations & Related Records
Times Cited By KSCI : 6  (Citation Analysis)
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