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A Comparison of Customer Satisfaction with Commerce through Interactive Systems vs. Traditional Commerce: Cases of Internet Commerce, TV Home Shopping, and Traditional Commerce  

Lee, Chung-Seop (수원대학교 경영학부)
Jang, Si-Young (성균관대학교 경영학부)
Publication Information
Asia pacific journal of information systems / v.13, no.1, 2003 , pp. 23-46 More about this Journal
Abstract
Today ordinary consumers have the option of buying the products/services through Internet commerce, home shopping, or traditional commerce. This study compares the means-ends objective measures comprising the customer satisfaction with each type of commerce. Means objective variables consist of product variety, impulsive buying, comparison shopping, product information, and accuracy of transaction. Ends objective variables include convenience, safety, time saving, cost reduction, and shopping enjoyment. Results of data analysis indicate that ends objective variables are directly related with the behavioral intention of customers, and that each type of commerce has its own pros and cons which in turn provides the basis for differentiated customer satisfaction.
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