• Journal of Global Scholars of Marketing Science
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• v.19 no.4
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• pp.57-63
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• 2009

With an exponential increase in electronic commerce (e-commerce), marketers are attempting to gain a competitive advantage by emphasizing service quality and post interaction service aspects, which leads to customer satisfaction or behavioral consequence. Particularly for apparel, service quality is one of the key determinants in encouraging customer e-loyalty, and hence the success of apparel retailing in the context of electronic commerce. Therefore, this study explores e-service quality (E-SERVQUAL) factors and their unique effects on e-loyalty for apparel online shopping based on Parasuraman et al' s (2005) framework. Specific objectives of this study are to identify underlying dimension of E-SERVQUAL, and analyze a structural model for examining the effect of E-SERVQUAL on e-loyalty for online apparel shopping. For the theoretical framework of service quality in the context of online shopping, literatures on traditional and electronic service quality factors were comparatively reviewed, and two aspects of core and recovery services were identified. This study hypothesized that E-SERVQUAL has an effect on e-loyalty; customer satisfaction has a positive effect on e-service loyalty for apparel online shopping; and customer satisfaction mediates in the effect of E-SERVQUAL on e-loyalty for apparel online shopping. A self-administered questionnaire was developed based on literatures. A total of 252 usable questionnaires were obtained from online consumers who had purchase experience with online shopping for apparel products and reside in standard metropolitan areas, in the United States. Factor analysis (e.g., exploratory, confirmatory) was conducted to assess the validity and reliability and the structural equation model including measurement and structural models was estimated via LISREL 8.8 program. Findings showed that the E-SERVQUAL of shopping websites for apparel consisted of five factors: Compensation, Fulfillment, Efficiency, System Availability, and Responsiveness. This supports Parasuraman (2005)'s E-S-QUAL encompassing two aspects of core service (e.g., fulfillment, efficiency, system availability) and recovery related service (e.g., compensation, responsiveness) in the context of apparel shopping online. In the structural equation model, there are five exogenous latent variables for e-SERVQUAL factors; and two endogenous latent variables (e.g., customer satisfaction, e-loyalty). For the measurement model, the factor loadings for each respective construct were statistically significant and were greater than .60 and internal consistency reliabilities ranged from .85 to .88. In the estimated structural model of the e-SERVEQUAL factors, the system availability was found to have direct and positive effect on e-loyalty, whereas efficiency had a negative effect on e-loyalty for apparel online shopping. However, fulfillment was not a significant predictor for explaining consequences of E-SERVQUAL for apparel online shopping. This finding implies that perceived service quality of system available was likely to increase customer satisfaction for apparel online shopping. However, it was not supported that e-loyalty was determined by service quality, because service quality has an indirect effect on e-loyalty (i.e., repurchase intention) by mediating effect of value or satisfaction in the context of online shopping for apparel. In addition, both compensation and responsiveness were found to have a significant impact on customer satisfaction, which influenced e-loyalty for apparel online shopping. Thus, there was significant indirect effect of compensation and responsiveness on e-loyalty. This suggests that the recovery-specific service factors play an important role in maximizing customer satisfaction levels and then maintaining customer loyalty to the online shopping site for apparel. The findings have both managerial and research implications. Fashion marketers can establish long-term relationship with their customers based on continuously measuring customer perceptions for recovery-related service quality, such as quick responses to problem and returns, and compensation for customers' problem after their purchases. In order to maintain e-loyalty, recovery services play an important role in the first choice websites for consumers to purchase clothing. Given that online consumers may shop anywhere, a marketing strategy for improving competitive advantages is to provide better service quality, maximize satisfaction, and turn to creating customers' e-loyalty for apparel online shopping. From a researcher's perspective, there are some limitations of this research that should be considered when interpreting its findings. For future research, findings provide a basis for the further study of this important topic along both theoretical and empirical dimensions. Based on the findings, more comprehensive models for predicting E-SERVQUAL's consequences can be developed and tested. For global fashion marketing, this study can expand to a cross-cultural approach into e-service quality for apparel by including multinational samples.

• Journal of Distribution Science
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• v.21 no.7
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• pp.11-20
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• 2023

Purpose: The development of e-commerce in the marketplace is becoming a big trend, but there is a handful of research about the unique characteristics of e-commerce. Online distribution has several differences from offline, such as consumer approach, payment, and product assortment. In addition to the relationship between quality factors and e-commerce satisfaction, this study research how brand awareness affects consumer satisfaction and which quality factor affects brand awareness. Research design, data, and methodology: This study conducted a survey on 457 customers using top online shopping malls. As for the analysis method, multiple regression analysis to verify the mediating effect. Results: All quality factors and brand awareness affect consumer satisfaction. Among the quality factors, only price, payment, and delivery had an effect among the four factors. As a result of verifying the mediating effect of brand awareness in the relationship between online shopping mall quality factors and consumer satisfaction, price, payment, and delivery showed mediating effects. Conclusion: Online shopping mall satisfaction affects the satisfaction of brand awareness consumers perceive aside from consumers' direct experience. The result showed that price, payment, and delivery were significant in the relationship of quality factor and brand awareness of an online shopping malls.

• Journal of Digital Convergence
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• v.10 no.10
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• pp.139-146
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• 2012

The emotional factor has not been focused in e-learning studies. But the emotions of student are very important in e-learning because it is a self-regulated learning. This study is focused on the emotional factor in e-learning. This study examines the effect of perceived customer orientation to emotional presence, commitment and customer satisfaction in e-learning. The results of this study showed that the perceived customer orientation effect to the commitment about the learning and the customer satisfaction in e-learning.

• Journal of Engineering Education Research
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• v.15 no.4
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• pp.109-117
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• 2012

The purpose of this study is to give the preliminary data and suggestion for introducing and spreading e-learning engineering education through analyzing learning behaviors, learning motivations, and satisfaction of e-learning engineering students. Especially, this comparative study analyzes each research domain according to majors and grades, thereby suggesting more specific and practical results. 2,745 students registered in 38 subjects of e-learning in 2 Universities were analyzed for this study. The study result shows that engineering students are attending around 2 e-learning subjects with a duration of about 30 minutes once a week. The main of learning motivation for e-learning was not easy test level and feasibility of acquiring credit but advantages of e-learning such as freedom of time and space, learning by repetition. The satisfaction scores of e-learning were lower compared to the aspects of system and contents Based on these results, first, an active spread of e-learning to engineering education is necessary because the demand from the engineering students is high enough and they have desirable learning behavior and learning motivation for it. Second, the characteristics of grades need to be taken into consideration on operation of e-learning. Third, a successful e-learning process needs more meticulous and active operation.

• Proceedings of the Korea Association of Information Systems Conference
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• 2005.05a
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• pp.1-18
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• 2005

The main purpose of this paper is to investigate the relationship between website environmental characteristics (website characteristics, user characteristics, and external environments), satisfaction, trust and loyalty in tourism e-business. The following results were determined by verifying five hypotheses using LISREL. Website environments partially support perceived satisfaction and also perceived trust. Satisfaction has a strong effect upon perceived trust while satisfaction doesn't effect perceived loyalty. Trust significantly impacts perceived loyalを in tourism e-business.

• The Journal of Information Systems
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• v.14 no.3
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• pp.71-81
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• 2005

The main purpose of this paper is to investigate the relationship between website environmental characteristics (website characteristics, user characteristics, and external environments), satisfaction, trust and loyalty in tourism e-business (EC). The following results were determined by verifying five hypotheses using LlSREL. Website environments partially support perceived satisfaction and also perceived trust. Satisfaction has a strong effect upon perceived trust while satisfaction doesn't affect perceived loyalty. Trust significantly impacts perceived loyalty in tourism e-business (EC).

• The Journal of Asian Finance, Economics and Business
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• v.7 no.11
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• pp.381-391
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• 2020

This research article investigates the way eWOM in social media influences the formation of destination image through development of trust and satisfaction for the potential tourist. The research involved administering an 18-point questionnaire taking online reviews, tourist involvement, and eWOM, destination image components of trust and satisfaction as variables. Data was collected from 554 individuals forming a cross-section of social media users and analyzed using multi-variate techniques (Reliability, CFA, and SEM). Results indicate a positive and significant relationship between all except online review and destination trust and satisfaction. Indirect and direct effects indicate that eWOM fully mediates the relationship between destination satisfaction and involvement and partially mediates the relationship between destination trust and involvement. In the case of online reviews, eWOM acts as a full mediator between destination trust and destination satisfaction for the future traveler using social media. The study proposes that components of image vary depending upon the degree of involvement, volume online reviews and eWOM generated also termed as 'virality' and these in turn influence the intention to revisit or recommend a destination. The study highlights its utility for National Tourist Organizations (NTOs) and online travel intermediaries to enhance destination marketing efforts.

• Journal of Information Science Theory and Practice
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• v.11 no.3
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• pp.1-15
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• 2023

The present study examines the impact of value co-creation on satisfaction and intention to adopt of e-resources among users. Four components of the DART model have been adopted to describe value co-creation. These components are dialogue, access, risk-assessment, and transparency. Ph.D. scholars and faculty members from National Capital Region, India, were requested to respond on a five-point Likert scale. A total of 220 responses were collected with the help of a structured questionnaire from respondents of the top 50 business schools according to National Institute Ranking Framework. These responses have been analysed by means of structured equation modelling on Adanco 2.2 software. Findings of the study reported the insignificant impact of access and risk-assessment, and positive impact of dialogue and transparency on satisfaction. Further, satisfaction has been identified, creating significant impact on adoption of e-resources. Such findings reflect the real picture of customer experience with respect to their role in co-creation of e-resources. Respondents have conveyed their dissatisfaction with the co-creation process of e-resources, as companies do not provide all the information and access to their customers beforehand. Consequently, customers fail to make informed decisions and also find themselves unable to show trust in the service providers of e-resources.

• Journal of the Korean Society for Library and Information Science
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• v.41 no.2
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• pp.135-159
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• 2007

The purpose of this study is to analyze the casual relationships of the service qualify, the satisfaction of the users, and the loyalty of the users on the academic libraries. The study develops a model and a hypothesis based on the previous researches, and testifies through multiple regressions and path analysis using questionnaires from 266 academic library users(undergraduate students and graduate students) in the C University. The result of this study is summarized as the following: the service qualifies of e-service, contents, and librarians significantly influences the satisfaction of the users-undergraduate students on the qualifies of library space/environment and contents, and graduate students on the qualities of e-service and librarian. The satisfaction of the users and the quality of e-service are the variables that influence the loyalty of the users. The quality of e-service is an important variable that influence both the satisfaction and the loyalty of the users in academic libraries.

• Journal of the Korean Society of Clothing and Textiles
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• v.39 no.5
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• pp.765-777
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• 2015

This study examined the e-WOM acception and transmission motive of Chinese online fashion product shoppers in their 20s and analyzed the effect of acception and transmission motive factors on acception and transmission behavior. This study investigated the effect of acception and transmission behaviors on purchase satisfaction. Analysis was conducted with data collected from 373 Chinese individuals in their 20s. Data were analyzed with factorial analysis, ANOVA, multiple regression analysis, chi-square test, paired t-test, and Cronbach's ${\alpha}$ using SPSS 18.0. The results were: 1. The factor analysis of e-WOM acception motive extracted two factors: risk reduction and confidence. The factor analysis of e-WOM transmission motive extracted three factors: Compensation/pleasure, advice, and emotion expression. 2. The two motives of e-WOM acception affected acception behavior. Confidence motive affected acception behavior more than risk reduction motive. The three motives of e-WOM transmission motives affected transmission behavior. Transmission behavior affected by advice, compensation/pleasure, and emotion expression in order of significance. 3. e-WOM acceptance behavior affected purchase satisfaction more than transmission behavior.