Browse > Article

A Study on the Forming Procedure of Consumer Satisfaction from Internet Shopping Experience  

유현정 (성균관대학교 가족경영·소비자학과)
김기옥 (성균관대학교 가족경영·소비자학과)
Publication Information
Journal of the Korean Home Economics Association / v.40, no.5, 2002 , pp. 179-193 More about this Journal
Abstract
This study aims to examine the forming procedure of consumer satisfaction from Internet shopping experience. Many studies on the satisfaction have primarily focused on the examination of the antecedents of satisfaction along with the expectation-disconfirmation paradigm dominating the former studies. This study has built an Internet shopping expectation-disconfirmation model as to apply the expectation-disconfirmation into the condition of the Internet shopping. The summary of study represented in following. l. The expectation of risk and performance of benefit had a significantly positive effect on the perceived disconfirmation. In addition, an expectation of benefit and performance of risk had a significantly negative effect on the perceived disconfirmation. 2. A performance of risk and performance of benefit not only had a significantly indirect effect, but also a significantly direct effect on the consumer satisfaction. But expectation of risk and expectation of benefit had no significant direct effect on satisfaction. 3. Not only the perceived disconfirmation had a significant positive effect on satisfaction, but also an effect of the perceived disconfirmation on satisfaction(0.472) is larger than that of the performance of risk or performance of benefit. Meaning that, it is desirable for one to apply the expectation-disconfirmation model into the Internet shopping circumstances as much as the off-line markets.
Keywords
consumer satisfaction; Internet shopping; forming procedure of consumer satisfaction;
Citations & Related Records
연도 인용수 순위
  • Reference
1 Adams, J. Stacy (1963). Towards an understanding of inequity. Journal of Abnormal and Social Psychology, 67(November), 422-436   DOI
2 Churchill, Gilbert A., Jr. & Carol Suprenant (1982). An Investigation into the determinants of consumer satisfaction. Journal of Marketing Research, 19, 491-504   DOI   ScienceOn
3 Jarvenpaa, S. L. & Peter A. Todd (1997)Consumer reaction to electronic shopping on the WWW. International Journal of Electronic Commerce, 1(2)
4 Oliver, Richard L. (1981). Measurement and evaluation of satisfaction process in retail setting. Journal of Retailing, 57(Fall), 25-48
5 Tse, David K. & Peter C. Wilton (1988). Models of consumer satisfaction formation: An extention. Journal of Marketing Research, 25(May), 204-212   DOI   ScienceOn
6 Westbrook, R. A. & Michael D. Reilly (1983). Valuepercept disparity: An alternative to the disconfirmation of expectations theory of consumer satisfaction. Advances in Consumer Research, 10, 256-261
7 Yi, Youjae (1990). A critical review of consumer satisfaction, in review of marketing, Valerie A. Zeithaml, ed. Chicago, IL: American Marketing Association, 68-123
8 OECD (1998a). Gateways to the global market : Consumers and electronic commerce. http://www.oecd.org/daf/cep/cons/bpaper.htm
9 U.S. Department of Commerce (1999). The secretariat for electronic commerce. The Emerging Digital Economy
10 이창범(1997). 전자상거래에 있어서 소비자보호의 법적 고찰. 소비자문제연구, 20. 한국소비자보호원
11 Yi, Youjae (1993). The determinants of consumer satisfaction: The moderating role of ambiguity. Advances in Consumer Research, 20, 502-507
12 Bearden, William O. & Jesse E. Teel (1983). Selected determinants of consumer satisfaction and complaint reports. Journal of Marketing Research, 20(Feb), 21-28   DOI   ScienceOn
13 Cardozo, Richard N. (1965). An experimental study of consumer effort, expectation and satisfaction. Journal of Marketing Research, 2(August), 244-249   DOI
14 Oliver, Richard L. & Wanes S. Desarbo (1988). Response determinants in satisfaction judgements. Journal of Consumer Research, 14(March), 495-507   DOI   ScienceOn
15 백병성, 박태학(1997). 전자상거래와 소비자보호. OECD소비자정책 의제분석. 한국소비자보호원
16 Swan, J. E. & W. S. Martin (1981). Testing comparison level and predictive expectation model of satisfaction. Advances in Consumer Research, 8, 77-82
17 Oliver, Richard L. & J. E. Swan (1989). Consumer perceptions of interpersonal equity and satisfaction in transactions: A field survey approach. Journal of Marketing, 53, 21-35
18 Oliver, Richard L. (1980). A cognitive model of the antecedents and consequences of satisfaction decision. Journal of Marketing Research, 17(September). 460-469   DOI   ScienceOn
19 OECD (1998b). Draft recommendation of the council concerning guidelines for consumer protection in the Context of Electronic Commerce. 한국소비자보호원
20 Latour, S. A. & N. C. Peat (1979). conceptual and methodological issues in consumer satisfaction research. Advances in Consumer Research, 6, 431-437
21 김규동(1996). 소비자만족 형성과정에 관한 연구. 중앙대학교 경영학 박사학위논문
22 임해정, 최병춘(1999). 전자상거래의 경제적 효율성과 파급효과에 관한 연구
23 Hunt, H. Keith (1977). 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
24 Westbrook, Robert A. (1980). Intrapersonal affective influences upon consumer satisfaction with products. Journal of Consumer Research, 7(June), 49-54   DOI
25 Oliver, Richard L. (1977). Effect of expectation and disconfirmation of postexposure product evaluations: An alternative interpretation. Journal of Applied Psychology, 62, 482-483
26 유현정, 김기옥(2000). 전자상거래에서의 소비자만족도 척도개발. 소비자학연구, 11(3)
27 Eugene H. Frame, Dale B. Grady (1995). Internet Buyers Will The Surfers Become Buyers?. Direct Marketing. 1995. 10.
28 Zajonc, R. B. (1980). Feeling and thinking: Preferences need no inferences. American Psychologist, 35(February), 151-175   DOI
29 정석기(1997). 인터넷 활용현황 분석에 의한 전자상거래의 의미와 비즈니스 영향에 관한 연구. 한국과학기술원. 석사학위논문
30 Holbrook, Morris B. & Herschman, Elizabeth C. (1982). The experiential aspects of consumption: Consumer fantasies, feelings and fun. Journal of Consumer Research, 9 (September), 132-140   DOI   ScienceOn
31 이순묵(1990). 공변량다조분석. 서울: 성원사
32 여준상(2000). e소비자행동 이해하면 e브랜드 성공이 보인다. LG주간경제 9월 6일
33 Sterne, Jim (1996). Customer service on the internet. Wiley Computer Publishing
34 이두희, 한영주(1997). 인터넷마케팅. 서울: 영진출판사
35 김기옥, 허경옥, 정순희, 김혜선(1998). 소비자와 시장. 서울: 학지사
36 노재범(1998). 전자상거래의 대두와 기업의 대응. 삼성경제연구소 연구보고서
37 Westbrook, Robert A. & R. L. Oliver (1991). The dimensionality of consumption emotion patterns and consumer satisfaction. Journal of Consumer Research, 8(June), 84-91
38 Oliver, Richard L.(1997). Satisfaction: A Behavioral perspective on the consumer. New York: The McCraw-Hill Companies, Inc
39 Westbrook, Robert A. (1987). Product/Consumption-based affective responses and postpurchase processes. Journal of Marketing Research, 24(August), 258-270   DOI   ScienceOn
40 Gardener, M. P. (1985). Consumer mood states: A critical review. Journal of Consumer Research, 12(December), 281-300   DOI
41 조현철(1999). LlSREL에 의한 구조방정식모델. 도서출판 석정
42 Price, L. Linda, Eric J. Arnould & Patrick Tierney (1995). Going to extremes: Managing service encounters and assessing provider performance. Journal of Marketing, 59(April), 83-97
43 채영일(1999). 인터넷 전자상거래상의 소비자만족도에 관한 실증연구. 경희대학교 경영학과 석사학위논문
44 김상용, 박성용(1999). 전자상거래에서의 구매의도결정요인에 관한 연구. 소비자학연구, 10(3)
45 Howard, John A. and J.N. Sheth (1969). The theory of buyer behavior. New York; John Wiley and Sons, Inc
46 Whitehouse (1996). A Framework for global electronic commerce. http://www.whitehouse.gov/WH/New/Commerce/message.htm
47 김기옥, 유현정(1999). 전자상거래의 대두와 소비자문제. 생활과학, 2. 성균관대학교
48 이용만, 이근태, 전종규(2000). 디지털경제의 도래와 우리경제에의 시사점. LG경제연구원
49 Vassos, Tom (1996). Strategic internet marketing. QUE
50 Mano, Haim & Richard L. Oliver (1993). Assessing the dimensionality and structure of the consumption experience: Evaluation, feeling and satisfaction. Journal of Consumer Research, 20(December), 451-466   DOI   ScienceOn
51 Engel, James F. and Roger D. Blackwell (1983). Consumer behavior. New York: Holt, Rinehart, and Winston
52 이두희, 윤희숙(2000). 인터넷 사용자의 세분화와 전자상거래 행동에 관한 연구. 한국소비자학회 2000년도 정기총회 및 학술대회 자료집