Browse > Article
http://dx.doi.org/10.9708/jksci.2013.18.3.127

Effects of Information Quality on Customer Satisfaction and Continuous Intention to use in Social Commerce  

Jun, Byoung-Ho (Division of General Education, Seoul Women's University)
Kang, Byung-Goo (College of Business and Economics, Korea University)
Publication Information
Journal of the Korea Society of Computer and Information / v.18, no.3, 2013 , pp. 127-139 More about this Journal
Abstract
Social commerce has not been studied in depth as it is a more common recent phenomenon. Especially, social commerce has not been examined academically in terms of information quality despite its importance. The purpose of this paper is to investigate the effects of information quality on customer satisfaction and continuous intention to buy in social commerce market. This study addresses two research questions as following. First, this study aims to examine the effects of information quality on customer satisfaction and then investigate the relationship between customer satisfaction and continuous intention to use in social commerce market. According to the result of analysis, all aspects of information quality except price information quality were found to be significantly related to the customer satisfaction. Finally, customer satisfaction was shown to be significantly related to the continuous intention to use. This study has academic and practical significance in that it analyses the customer satisfaction in terns of information quality and then provides strategic guide for enhancing customer satisfaction in rapidly developing social commerce market.
Keywords
Social networking service(SNS); Social commerce; Information quality; Customer satisfaction; Continuous intention to use;
Citations & Related Records
Times Cited By KSCI : 5  (Citation Analysis)
연도 인용수 순위
1 Doney P. M., Cannon, J. P, "An Examination of the Nature of Trust in Buyer-seller Relationships," Journal of Marketing, Vol.61, No.4, pp.35-51, 1997.   DOI   ScienceOn
2 Szymanski D. M., Hise, R. T., "E-satisfaction: An initial examination," Journal of Retailing, Vol.76, No.3, pp.309-322, 2000.   DOI   ScienceOn
3 Cho N and Park S. H., "Development of Electronic Commerce User-Consumer Satisfaction Index (ECUSI) for Internet Shopping," Industrial Management and Data Systems, Vol.101, No.8, pp.400-406, 2001.   DOI   ScienceOn
4 Erdem T., Mayhew, G. and Sun, B., "Understanding Reference-Price Shoppers: A Within and Cross-Category Analysis," Journal of Marketing Research, Vol.38, No.4, pp.445-457, 2001.   DOI   ScienceOn
5 Erickson G. M. and Johansson, J. K., "The Role of Price in Multi-Attribute Product Evaluations," Journal of Consumer Research, Vol.12, No.2, pp.195-199, 1985.   DOI   ScienceOn
6 Abbott Michele, Kuan-PinChiang, Yong-Sik Huang, Jerry Paquin and Detlev, Z., "The Process of On-line Store Loyalty Formation," Advance Consumer Research, Vol.27, No.4, pp.145-150, 2000.
7 Bawa K, Shoemaker, R.W., "The coupon-prone consumer: some findings based on purchase behavior across product classes," Journal of Marketing, Vol.51, No.4, pp.99-110, 1987.   DOI   ScienceOn
8 Kelley Scott W. and Mark A. Davis, "Antecedents to Customer Expectations for Service Recovery," Journal of the Academy of Marketing Science, Vol.22, No.1, pp.52-61, 1994.   DOI   ScienceOn
9 Jung K. S., Park Y. J., "Service Quality of Internet Shopping Mall and Consumer Satisfaction," Journal of information systems, Vol.10, No.1, pp.173-196, 2001.
10 Kim G. S., "A Study Service Quality Strategy on the Internet Portal Site," Korea Business Review, Vol.31, No.1, pp.191-209, 2002.
11 Ranganathan C.. Ganapathy, S., "Key Dimensions of Business-to-Consumer Web Sites," Information & Management, Vol.39, No.6, pp.457-465, 2002.   DOI   ScienceOn
12 Oliver R. L., "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions," Journal of Marketing Research, Vol.17, No.4, pp.460-469, 1980   DOI   ScienceOn
13 DeLone, W., McLean, E. R, "Information System Success: The Quest for the Dependent Variable," Information System Research, Vol.3, No.1, pp.60-95, 1992.   DOI
14 Wang Richard Y. and Diane M. Strong, "Beyond Accuracy: What Data Quality Means to Data Consumers," Journal of Management Information Systems, Vol.12, No.4, pp.5-34, 1996.   DOI
15 Kim S. J., "The Effect of Logistics Service Quality On Internet Shopping Mall Performance," Journal of Korean Information Strategy, Vol.7, No.2, pp.137-163, 2004.
16 Bhattacherjee A., "An empirical analysis of the antecedents of electronic commerce service continuance," Decision Support Systems, Vol.32, No.2, pp.201-214, 2001.   DOI   ScienceOn
17 Kim J. Y., "A Study on the Effect of Critical Factors on Consumer Satisfaction of Online Game Users," Journal of The Korea Society Computer and Information, Vol.17, No.11, pp.163-171, 2012.   과학기술학회마을   DOI   ScienceOn
18 Lin C. S. Wu, S. and Tsai, R. J, "Integrating perceived playfulness into expectationconfirmation model for web portal context," Information & Management, Vol.42, No.5, pp.683-693, 2005.   DOI   ScienceOn
19 Cheney P. H., Mann, R. I. & Amoroso, D. L., "Organizational factors affecting the success of end-user computing," Journal of Management Information Systems, Vol.3, No.1, pp.65-80, 1986.   DOI
20 Howell J. M.. & Higgins, C. A., "Champion of Technological Innovation," Administrative Science Quarterly, Vol.35, No.2, pp.317-341, 1990.   DOI   ScienceOn
21 Hair J. A., Anderson, R. E., Tatham, R. L. & Black, W. C., Multivariate data analysis(5th edition), New Jersey: Prentice Hall, 1998.
22 Nunnally J. C., Psychometric Theory, New York, Mc-Graw-Hill, 1994.
23 Fornell C. & Lacker, D. F., "Structural Equation Models with Unobservable Variables and Measurement Errors," Journal of Marketing Research, Vol.18, No.2, pp.39-50, 1981.   DOI   ScienceOn
24 Bae B. Y., Structural Equation Modeling by Amos, Chungram, 2007.
25 Julien Chaumond, Social Commerce, Arachne, 2011.
26 Zhou Y. J., Ryu, M. H., Lee, S. S., "Complaining Behavior and Repurchase Intention on Social Commerce for South Korean and Chinese Consumers," Journal of Consumer Studies, Vol.23, No.2, pp.225-248, 2012.
27 Jin G. S., Lee J. H., "Service Quality Factors Affecting Satisfaction and Repurchase Intention of Social Commerce", Journal of Korea Contents Association, Vol.12, No.3, pp.311-321, 2012.   과학기술학회마을   DOI   ScienceOn
28 Kim J. H., Noh H. J., "Social commerce market and issue", KT Digieco Review, 2011.
29 www.rankey.com.
30 O'Brien, J. A, Introduction to Information Systems, 6th-ed, Boston, MA: Irwin, 1991
31 Kim C. H., Social Commerce overseas expansion and forecast, KT Digieco Review, pp.1-14, 2010.
32 Liu Y., "Word of Mouth for Movies: Its Dynamics and Impact on Box Office Revenue," Journal of Marketing, Vol.70, No.3, pp,74-89, 2006.   DOI   ScienceOn
33 Han E. K., Song S. J. and Lim H. N., "A study on the motivation, satisfaction and repurchase of Social commerce," Journal of Korea Advertising and Public Relations, Vol.13, No.3, pp.298-325, 2011.
34 www.wikipedia.org.
35 Kim C. H., Social commerce: Trust is money, Seoul, Bloter and Media, 2011.
36 Kim Y. H., "Social Commerce market and issues," KISDI, Vol.23, No.11, pp.41-63, 2011.
37 Korea Consumer Agency, Social Commerce damage, Consumer age, June, No. 282, 2011.
38 Kwon H. I., Kim M. J., Park J. H., and Lee J. A., "Study on Evaluation of Social Commerce Quality - Focus on Quality Factors of the Information System and Individual Characteristics," KCI, Vol.9, No.8, pp.229-237, 2011
39 Choi M. H., "A Study on Factors of having Influence upon the Intention of Using Social Commerce Service," Chungang University Master Thesis, 2011.
40 Lee K. T., Noh M. J., "A Study of Fcators Influencing the use of Social Commerce: Focusing Social Norm and Price Consciousness," Electronic Commerce Review, Vol.11, No.4, pp.65-85, 2011.
41 Kim J. S., "The influence of social-commerce attitude on intention to use and WOM : focusing on group purchasing," Hanyang University Master Thesis, 2011.
42 Ahn K. H., "The Structural Relationships among Customer Trust, Satisfaction, and Loyalty in Social Commerce Context : Focusing on Trust Transfer," Chungang University Doctoral Dissertation, 2011.
43 Lee M. J, Jung S. J., and Jun Y. J., "A Study on Satisfaction and Intention to Re-purchase Fashion Goods Through Social Commerce," Journal of Korea Fashion & Costume Design, Vol. 14, No 2, pp.63-74, 2012.   과학기술학회마을
44 Kim H. S., "Study on Dissatisfaction and Complain Behavior in Cooperative Buying Type of Social Commerce," Ehwa University Master Thesis, 2011.
45 Huang K. T., Lee, Y. W. & Wang, R. Y., Quality Information and Knowledge, NJ: Prentice Hall, 1999.
46 Liu C. and Arnett, K. P, "Exploring the Factors Associated with Web site Success in the Cnotext of Electronic Commerce," Information & Management, Vol.38, No.1, pp.23-33, 2000.   DOI   ScienceOn
47 Gefen D., Karahanna D. and W. Straub, "Trust and TAM in online shopping: and integrated model," MIS Quarterly, Vol.27, No.1, pp.51-90, 2003.   DOI
48 Lee Y. G., Lee M. W., "The Role of Satisfaction, Trust, and Commitment in the Relationships between Information Quality of Web Sites and Customer e-Loyalty," Korea Industrial Economics Association, Vol.19, No.6, pp.2367-2386, 2006.
49 Ham B. J., "Information Quality Satisfaction of Web Site User," Journal of the Society for e-Business Studies, Vol.9, No.3, pp.169-190, 2004.
50 Cho W. S., "The impact of TAM on The Intention of Visit in The Family Restaurant," Journal of Tourism and Leisure, Vol.22, No.3, pp.175-193, 2010
51 Sung H. J., Ko J. Y., "The Effect of SNS Information Quality Characteristics on the Satisfaction and the Intention of Continuous Use : Based on ETAM(Extended Technology Acceptance Model)," Journal of Korea Tourism and Leisure, Vol.24, No.2, pp.197-216, 2012.
52 Seddon, P. B., "A Respecification and Extension of the DeLone and McLean Model of IS Success," Information Systems Research, Vol.8, No.3, pp.240-253, 1997.   DOI   ScienceOn
53 Zhu, F. X., Wymer, W. and Chen, I., "IT-based Services and Service Quality in Consumer Banking," International Journal of service Industry Management, Vol.13, No.1, pp.69-90, 2002.   DOI   ScienceOn
54 McKinny, V. and Yoon, K., "The Measurement of Web-customer Satisfaction: An Expectation and Disconfirmation Approach," Information Systems Research, Vol.13, No.3, pp.296-315, 2002.   DOI   ScienceOn
55 Lim M. H., Choi S. Y. and Lee H. S., "Deriving the Success Factors for Retailing Web Sites: A Comparison of Web Site Types," Asia Pacific Journal of Information Systems, Vol.14, No.2, pp.1-20, 2004.   과학기술학회마을   DOI   ScienceOn
56 Cho J. W., "A Study on the Affecting Factors to the Users' Satisfaction of Mobile Contents," Yeungnam University Master Thesis, 2005.
57 Shin H. S., Kim P. J., "A Study on the Consumer-focused Quality Factor of Health Information Websites," Journal of The Korea Society Computer and Information, Vol.17, No.7, pp.129-138, 2012.   과학기술학회마을   DOI   ScienceOn
58 Park C., "A Classification of Online Consumer Group by the Web Navigation Value," Journal of Consumer Studies, Vol.12, No.1, pp.31-52, 2001.
59 Jung C. H., "The Effects of Information Quality on Multidimensional Trust and Customer Loyalty in Open Market," Journal of Korea Entertainment Industry, Vol.6, No.1, pp.72-80, 2012.
60 Joh Y. H., "The Effect of the Customer Trust with cause the Informations of the Commodity and Seller on the Purchasing Intention in Internet Open Market," The e-business studies, Vol.8, No.4, pp.189-210, 2008.
61 Lee M. K., "e-SEVQUAL: A Scale for Measuring Consumer Evaluations of Internet Service Quality," Marketing Review, Vol.17, No.1, pp.73-95, 2002.
62 Lohse G. L., Spiller, P., "Internet Retail Store Design: How the User Interface Influences Traffic and Sales," Journal of Computer- Medicated Communication, Vol.5, No.2, 1999. http://jcmc.indiana.edu/vol5/issue2/lohse.htm.
63 Chen-yu, H. Jessie and Kincade, D.H., "Effects of Product Image at Three Stages of the Consumer Decision Process for Apparel Products Alternative Evaluation, Purchase Post-Purchase," Journal of Fashion Marketing and Management, Vol.5, No.1, pp.29-43, 2001.   DOI   ScienceOn
64 Shu M. S., Kim S. H., "A Study on the Relationship of Internet Shopping Mall Characteristics and Emotional Responses," Korea Marketing Review, Vol.17, No.2, pp.113-145, 2002,
65 Childer T., Carr, C., Peck, J., and Carson, S., "Hedonic and Utilitarian Motivations for Online Retail Shopping Behavior," Journal of Retailing, Vol.77, No.4, pp.511-535, 2001.   DOI   ScienceOn
66 Kong Y. I., "Daily Deal Service market and forecast," KISDI, Vol.22, No.18, pp.65-74, 2010
67 Ho C. F., Wu W. H., "Antecedents of Customer Satisfaction on the Internet: An empirical Study of Online Shopping," proceeding on the 32nd hawaii international conference on system science, pp.129-145, 1999.
68 Gilbert D. C., Jackaria N., "The Efficiency of Sales Promotion in UK Supermarkets: A Consumer View," International Journal of Retail & Distribution Management, Vol.30, No.6, pp.315-321, 2002.   DOI   ScienceOn
69 Kim J. P., "The effects of perceived value of social shopping on purchase intention: Focused on the moderating effect of perceived risk," Konkuk University Master Thesis, 2011.
70 Jarvenpaa S. L.. P. A. Todd., "Consumer Reaction to Electronic Shopping on the World Wide Web," International Journal of Electronic Commerce, Vol.1, No.2, pp.59-88, 1997.
71 Gilmour P., "Customer Service: Differentiating by Market Segment," International Journal of Physical Distribution, Vol24, No.4, pp.45-56, 1989.
72 Mentzer J. T., Daniel, J. F. and Hult, G. M. T., "Logistics Service Quality as a Segment-customized process," Journal of Marketing, Vol.6, No.5, pp.82-104, 2001.
73 Moon K. Y., "A Study on Consumer Risk Cognition of Electronic Commerce : Concentrated on the Purchase decision making and Risk Cognition Factor Analysis in internet shopping," Dongguk University Master Thesis, 1998.
74 Hisrich Robert D., Dornoff, Ronald J. and Kernan Jerome B., "Perceived Risk in Srore Selection," Journal of Marketing Research, Vol.9, No.4, pp.435-439, 1972.   DOI   ScienceOn
75 Lee M. K., "A Study on the Determinants of Service Loyalty," Marketing Review, Vol.14, No.1, pp.21-45, 1998.
76 Ganesan, S., "Determinants of Long-Term Orientation in Buyer-Seller Relationships," Journal of Marketing, Vol.58, No.2, pp.1-19, 1994.