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http://dx.doi.org/10.7469/JKSQM.2019.47.2.255

The Impact of Customization of TV Home Shopping Mobile Applications on Service Quality and Customer Loyalty  

Eum, Sang-Won (Korea University Business School)
Ahn, Chul-Ok (Korea University Business School)
Rhim, Ho-Sun (Korea University Business School)
Publication Information
Journal of Korean Society for Quality Management / v.47, no.2, 2019 , pp. 255-269 More about this Journal
Abstract
Purpose: We examine the impact of Customization of TV Home Shopping Mobile Applications on Service Quality and Customer Loyalty. Methods: We collect data by using survey and proposed relationships between latent variables using Structural Equations Modeling. Results: We find that Customization of TV Home Shopping Mobile Applications positively affect Service Quality and Customer Loyalty. In addition, service quality work as a mediate variable between Customization with Customer Loyalty. Conclusion: Our findings explain the significant relationships between each variables and hence it is necessary to consider Customization and Service Quality in order to achieve desired goal of enhancing business performance through mobile applications.
Keywords
Home Shopping Service; TV Home Shopping Mobile Applications; Customization; Service Quality; Customer Loyalty;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
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