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http://dx.doi.org/10.17661/jkiiect.2018.11.2.195

The Impact of Mobile Commerce Quality on Customer Satisfaction and Repurchase Intention  

Jang, Mi-Ri (Department of Beauty and Art Education, DongBang Culture University)
Lim, Dong-Ho (Department of Beauty and Art Education, DongBang Culture University)
Publication Information
The Journal of Korea Institute of Information, Electronics, and Communication Technology / v.11, no.2, 2018 , pp. 195-203 More about this Journal
Abstract
With the explosion of SNS(social network services) users, the social commerce market has emerged as a new consumer market, and will continue to grow in recent years. Despite the market environment, however, studies are lacking as to the causes of frustration that are hurting social commerce activation. This study is based on the 'Hezbollah' 2 Factor Theory and is a study of social commerce users' satisfaction and frustration factors. For this purpose, social commerce site characteristics and user characteristics were first derived from interviews and literature reviews to confirm their relationship to satisfaction and dissatisfied products. The results showed that the price discount rate, diversity, regional infrastructure, and e-commerce familiarity resulted in the impact on the definition of satisfaction, while the price discount rate, interoperability and innovation resulted in the definition of unsatisfactory goods. It also showed that satisfaction affects the definition of intended use. In particular, the price discount rate was found to be the only factor affecting the definition of unsatisfactory as well as affecting the definition of satisfaction.
Keywords
Mobile Commerce; Customer Satisfaction; 2Factor Theory; Repurchase Intention; Moderating Effect;
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