Browse > Article

The Effect of Internet Shopping Mall User's Customer Satisfaction on Trust, Commitment, and Customer Loyalty Behaviors  

Park, Jun-Chul (대구사이버대학교 e경영학과)
Publication Information
Asia pacific journal of information systems / v.13, no.3, 2003 , pp. 131-149 More about this Journal
Abstract
This paper examines internet shopping mall user's customer satisfaction and their consequent attitude and customer loyalty behaviors. For this purpose, internet shopping mall user's customer satisfaction is proposed to affect trust, and commitment, and consequently to influence customer loyalty behaviors. This study, which used data from customers of internet shopping malls, showed satisfactory data-fit of the proposed model and supported five of the six research hypotheses. The empirical results indicated that customer satisfaction take significant effect on trust, and commitment, and the trust and commitment in turn have strong influence on customer's loyalty behaviors. It was confirmed that both trust and commitment variables are effective mediators linking internet shopping mall user's customer satisfaction and their loyalty behaviors.
Keywords
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
연도 인용수 순위
1 O'Reilly, Charles and Jennifer Chatman, 'Organizational Commitment and Psychological Attachment: The Effects of Compliance, Identification, and Internalization on Prosocial Behavior,' Journal of Applied Psychology, 71, August 1986, pp. 492-499   DOI
2 Oliver, Richard L. and Wayne S. Desarbo, 'Response Determinants in Satisfaction Judgments,' Journal of Consumer Research, 14, March 1988, pp. 495-507   DOI   ScienceOn
3 Parasuraman, A., Valarie, A. Zeithaml and Leonard L. Berry, 'A Conceptual Model of Service Quality and It's Implications for Future Research,' Journal of Marketing, 49, Fall 1985, pp. 41-50
4 Reichheld, Frederick F., 'Loyalty-Based Management,' Harvard Business Review, 71, March-April 1993, pp. 64-73   PUBMED
5 Reichheld, Frederick F., 'The Loyalty Effect,' Boston: Harvard Business School Press, 1996
6 Rotter, J.B., 'Generalized expectancies for interpersonal trust,' American Psychologist, 26, 1971, pp. 443-452   DOI
7 Rusbult, C.E., 'Commitment and Satisfaction in Romantic Associations: A Test of the Investment Model,' Journal of Experimental social Psychology, 16, 1980, pp. 172-186   DOI
8 Tse, David K. and Peter C. Wilton, 'Models of Consumer Satisfaction Formation: An Extention,' Journal of Marketing Research, 25, May 1988, pp. 204-212   DOI   ScienceOn
9 Zucker, L.G., 'Production of trust: institutional sources of economic structure, 1840-1920,' Research in Organizational Behavior, 8, 1986, pp. 53-111
10 이희자 '교환관계의 유형과 구성원의 자발적 조직행위간의 관련성에 관한 연구,' 노사관계연구, 9, 1998, pp. 165-204
11 Allen, Natalie J. and John P. Meyer, 'The Measurement and Antecedents of Affective, Continuance and Normative Commitment to the Organization,' Journal of Occupational Psychology, 63(1), 1990, pp. 1-18   DOI
12 Anderson, James C. and James A. Narus, 'A Model of Distributor Firm and Manufacturer Firm Working Partnerships,' Journal of Marketing, 54, January 1990, pp. 42-58
13 Berry, Leonard L., 'Relationship Marketing of Services: Growing Interest, Emerging Perspective,' Journal of the Academy of Marketing Science, 23(4), 1995, pp. 236-245   DOI
14 Bowen, David E., Stephen W. Gilliland, and Robert Folger, 'HRM and Service Fairness: How Being Fair With Employees Spills Over to Customers,' Organizational Dynamics, 28, Winter 1999, pp. 7-23
15 Dwyer, F. Robert, Paul H. Schurr and Sejo Oh, 'Developing Buyer-Seller Relationships,' Journal of Marketing, 51, April 1987, pp. 11-27   DOI   ScienceOn
16 Engel, James F. and Roger D. Blackwell, Consumer Behavior, New York: Holt, Rinehart, and Winston. 1982
17 Fornell, Claes, Johnson, Michael D, Anderson, Eugene W, Cha, Jaesung and Bryant, Barbara Everitt, 'The American Customer Satisfaction Index: Nature, Purpose, and Findings,' Journal of Marketing, 60, October 1996, pp. 7-18   DOI   ScienceOn
18 Gruen, Thomas W., John O. Summers and Frank Acito, 'Relationship Marketing Activities, Commitment, and Membership Behaviors in Professonal Associations,' Journal of Marketing, 64, July 2000, pp. 34-49   DOI   ScienceOn
19 Hoffman, Donna L., Thomas P. Novak, and Ann Schlosser, 'Consumer Control in Online Environments,' Working Paper, Vanderbilt University, February 2000
20 Morgan, Robert and Shelby Hunt, 'The Commitment-Trust Theory of Relationship Marketing,' Journal of Marketing, 58, July 1994, pp. 20-38
21 Fornell, Claes, 'A National Customer Satisfaction Barometer: The Swedish Experience,' Journal of Marketing, 56, January 1992, pp. 6-21   DOI   ScienceOn
22 Anderson, Erin and Barton A. Weitz, 'Determinants of Continuity in Conventional Industrial Channel Dyads,' Marketing Science, 8, Fall 1989, pp. 310-323   DOI   ScienceOn
23 Chonko, Lawrence B., 'Organizational Commitment in the Sales Forces,' Journal of Personal Selling and Sales Management, 6, November 1986, pp. 19-27
24 Levinger, G., 'Marital Cohesiveness and Dissolution An Integrative Review,' Journal of Marriage and the Family, 27, February 1965, pp. 19-28   DOI   ScienceOn
25 Christy, Richard, Gordon Oliver, and Joe Penn, 'Relationship Marketing in Consumer Markets,' Journal of Marketing Management, 12(1-3), 1996, pp. 175-187   DOI
26 Kee, H.W. and Knox, R.E., 'Conceptual and methodological considerations in the study of trust and suspicion,' Journal of Conflict Resolusion, 14, 1970, pp. 357-66   DOI   ScienceOn
27 Doney, P.M. and Cannon, J.P., 'An examination of the nature of trust in buyerseller relationships,' Journal of Marketing, 61, April 1997, pp. 35-51   DOI   ScienceOn
28 Mowday, R.T., Porter, L.W. and Steers, R. M., Employee-Organization Linkages: The Psychology of Commitment, Absentism, and Turnover, New York: Academic Press. 1982
29 Moorman, Christine, Genrald Zaltman and Rohit Deshpande, 'Relationships Between Providers and Users of Marketing Research: The Dynamics of Trust Within and Between Organization,' Journal of Marketing Research, 29, August 1992, pp. 314-329   DOI   ScienceOn
30 Clemmer, E.C., An Investigation into the Relationships of Justice and Customer Satisfaction with Services, In R. Cropanzano (ed.), Justice in the work place: Approaching Fairness in Human Resources Management. Hillsdale, NJ: Erlbaum. 1993
31 Crutchfield, Tammy N., 'Customer Retention in Consumer Services: A Multiple Sources-Multiple Commitments Model of Marketing Relationships,' Doctoral Dissertation, The University of Alabama, 1998
32 Heskett, James L., Thomas O. Jones, Gary W. Loveman, W. Earl Sasser Jr., and Leonard A. Schlesinger, 'Putting the Service Profit Chain to Work,' Harvard Business Review, 72, March-April 1994, pp. 164-174
33 Lassar, Walfried, Banwari Mittal and Srun Sharma, 'Measuring Customer-Based Brand Equity,' Journal of Consumer Marketing, 12(4), 1995, pp. 11-19   DOI   ScienceOn
34 Parasuraman, A, Leonard L. Berry and Valarie A. Zeithaml, 'Servqual: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality,' Journal of Retailing, 64, Spring 1988, pp. 12-40
35 박준철, 윤만희, '인터넷 쇼핑몰 회원가입자의 관계품질에 영향을 미치는 요인에 관한 연구,' 경영정보학연구, 12(3), 2002, pp. 22-43   과학기술학회마을
36 Anderson, James C. and David W. Gerbing, 'Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach,' Psychological Bulletin, 103(3), 1988, pp. 411-423   DOI
37 Bettencourt, Lance A., 'Customer Voluntary Performance: Customers As Partners in Service Delivery,' Journal of Retailing, 73(3), 1997, pp. 383-406   DOI   ScienceOn
38 Ganesan, Shankar, 'Determinants of LongTerm Orientation in Buyer-Seller Relationships,' Journal of Marketing, 58, April 1994, pp. 1-19
39 Bitner, Mary Jo, Bernard H. Booms and Mary Stanfield Tetreault, 'The Service Encounter: Diagnosing Favorable and Unfavorable Incidents,' Journal of Marketing, 54, January 1990, pp. 71-84   DOI   ScienceOn
40 Brown, James R., Robert F. Lusch and Carolyn Y. Nicholson, 'Power and Relationship Commitment: Their Impact on Marketing Channel Member Performance,' Journal of Retailing, 71, Winter 1995, pp. 363-392   DOI   ScienceOn
41 Clarke, Sharon G. and John T. Haworth, 'Flow Experience in the Daily Lives of Sixth-Form Collect Students,' British Journal of Psychology, 85, 1994, pp. 511-523   DOI   ScienceOn
42 Lewis, J. and Weighert, A., 'Trust as a social reality,' Social Foeces, 63, 1985, pp. 967-985   DOI   ScienceOn
43 Sheth, Jagdish N. and Atul Parvatiyar, 'Relationship Marketing in Consumer Markets: Antecedents and Consequences,' Journal of the Academy of Marketing Science, 23 (4), 1995, pp. 255-271   DOI
44 Tax, Stephen S., Stephen W. Brown, and Murali Chandrashekaran, 'Customer Evaluations of Service Complaint Experiences: Implications for Relationship Marketing,' Journal of Marketing, 62, April 1998, pp. 60-76   DOI   ScienceOn
45 Zins, Andreas. H., 'Relative attitudes and commitment in consumer loyalty models,' International Journal of Service Industry Management, 12(3), 2001, pp. 269-294   DOI   ScienceOn
46 Cronin, J. Joseph, Jr. and Steven A. Taylor, 'Measuring Service Quality: A Reexamination and Extension,' Journal of Marketing, 56, July 1992, pp. 55-68
47 Holmes, J.G., 'The Exchange Process in Close Relationships: Microbehavior and Macromotives,' In The Justice Motive in Social Behavior, M. J. Lerner and S. C. Lerner, eds., New York: Plenum, 1981, pp. 261-284
48 Hunt, H. Keith, '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. 1977
49 Kumar, Nirmalya, Lisa K. Scheer and Jan-Benedict E.M. Steenkamp, 'The Effects of Supplier Fairness on Vulnerable Resellers,' Journal of Marketing Research, 32, February 1995, pp. 54-65   DOI   ScienceOn
50 MacNeil, I.R., 'Relational contract: What we do and do not know,' Wisconsin Law Review, 10, 1985, pp. 145-167
51 Zeithaml, Valarie A., Leonard L. Berry and A. Parasuraman, 'The Behavioral Consequences of Service Quality,' Journal of Marketing, 60, April 1996, pp. 31-46
52 Schesinger, Leonard A. and James L. Heskett, 'Breaking the Cycle of Failure in Services,' Sloan Management Review, Spring 1991, pp. 17-28
53 Bitner, Mary Jo and Amy R. Hubbert, 'Encounter Satisfaction Versus Overall Satisfaction Versus Quality,' Service Quality: in New Directions in Theory and Practice, Ronald T. Rust and Richard L. Oliver, eds., Thousand Oaks, CA: Sage Publications, 1994, pp. 72-94
54 Schurr, Paul. H. and Julie, L. Ozanne, 'Influences on Exchange Process: Buyers' Preconceptions of a Seller's Trustworthiness and Bargaining Toughness,' Journal of Consumer Research, 11(11), March 1985, pp. 939-953   DOI
55 안준모, 이국희, '인터넷 쇼핑환경에서의 고객충성도에 영향을 미치는 요인에 관한 연구: 국내 인터넷 쇼핑몰 산업을 중심으로,' 경영정보학연구, 11(4), pp. 135-153
56 Petty, M.M., Gail, W. McGee and Jerry, W. Cavender, 'A Meta-Analysis of the Relationships Between Individual Job Satisfaction and Individual Performance,' Academy of Management Review, 9(4), 1984, pp. 712-721   DOI   ScienceOn
57 Csikszentmihalyi, M., Flow: The Psychology of Optimal Experience, New York, Harper & Row Publisher, 1990
58 Reichheld, Frederick F. and W. Earl Sassar, Jr., 'Zero Defections: Quality Comes to Services,' Harvard Business Review, 68, September/October 1990, pp. 105-111   PUBMED
59 Swan, John E. and Richard L. Oliver, 'Postpurchase Communications by Consumers,' Journal of Retailing, 65, Winter 1989, pp. 516-533
60 Bagozzi , Richard P. and Youjae Yi, 'On the Evaluation of Structural Equation Models,' Journal of the Academy of Marketing Science, 16, Spring 1988, pp. 74-94   DOI
61 Oliver, Richard L. and John E. Swan, 'Consumer Perceptions of Interpersonal Equity and Satisfaction in Transactions: A Field Survey Approach,' Journal of Marketing, 53, April 1989, pp. 21-35
62 박준철, 'Internet Shopping Mall 회원가입자의 고객충성행위에 영향을 미치는 요인에 관한 연구,' 한국산업경영학회 국제학술대회, 2003, pp. 273-292
63 Blau, Peter M., Exchange and Power in Social Life, New York: John Wiley and Sons. 1964
64 Hoffman, Donna L. and Thomas P. Novak, 'Marketing in Hypermedia Computer-Mediated Environments: Conceptual Foundations,' Journal of Marketing, 60, 1996, pp. 50- 68   DOI   ScienceOn
65 Rust, Roland T., Anthony, J. Zahorik and Timothy L. Keiningham, 'Return on Quality (ROQ): Marketing Service Quality Financially Accountable,' Journal of Marketing, 59, April 1995, pp. 58-70
66 Cook, J. and Wall, T, 'New Work Attitude Measures of Trust, Organizational Commitment and Personal Need Non-Fulfillment,' Journal of Occupational Psychology, 53, 1993, pp. 39-52
67 Fornell, Claes and David F. Larcker, 'Evaluating Structural Models with Unobservable Variables and Measurement: A Theoretical Analysis,' Journal of Marketing Research, 24, November 1981, pp. 337-346   DOI   ScienceOn
68 Gundlach, Gregory T., Ravi S. Achrol and John T. Mentzer, 'The Structure of Commitment in Exchange,' Journal of Marketing, 59, January 1995, pp.   DOI   ScienceOn
69 Plymire, Jerry, 'Complaints as Opportunities,' Journal of Services Marketing, 5, January 1991, pp. 61-65   DOI
70 Meyer, J.P. and Allen, N.J., 'A Three-component Conceptualization of Organizational Commitment,' Human Resource Management Review, 1, 1991, pp. 61-89   DOI   ScienceOn
71 Oliver, Richard L., 'Measurement and Evaluation of Satisfaction Process in Retail Setting,' Journal of Retailing, 57, Fall 1981, pp. 25-48
72 김완석, 강용주, '복합점수를 이용하는 소비자만족 측정법들의 준거타당도 연구,' 소비자학연구, 9(4), 1998, pp. 63-81
73 Boulding, W., Ajay K., Richard S. and Zeithaml, V.A., 'A Dynamic Process Model of Service Quality,' Journal of Marketing Research, 30, February 1993, pp. 7-27   DOI   ScienceOn