• 동아시아경상학회지
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• 제5권1호
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• pp.27-32
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• 2017

The main objective of this study is to find the Interrelationship between Service Quality, Electronic Banking and Customer Satisfaction in Commercial Banks in Uganda. A review of literature was conducted to find out the relationship among Service Quality, Electronic Banking and Customer Satisfaction. The literature review confirms this relationship. A survey was conducted to collect data. The sample size of 210 commercial banking customers was drawn from different banks in Uganda. The result shows, the Electronic banking adoption was found to have a positive relationship with Service Quality, Service Quality was found to have a positive relationship with Customer satisfaction; and Electronic banking adoption had a positive relationship with Customer satisfaction. In light of the findings various recommendations were put across on how retail banks can better satisfy their customers through the use of electronic banking channels. Electronic banking adoption will then foster Service Quality where a customer's service expectations are exceeded by the actual service She/he obtains. This will then bring about Customer satisfaction where the customers find that their needs are met by the service.

• 복식문화연구
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• 제20권6호
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• pp.937-941
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• 2012

Based on the literature on customer's repeat purchase intention, customer's repeat purchase intention was explored, customer's repeat purchase intention has been a crucial factor influencing consumer behaviors, In this research, the development of models on repeat purchase intention repurchase was indicated. Based on the electronic commerce platform, we focus on the customer's repeat purchase intention on silk products, This paper mainly explores the e-commerce purchase frequency (EPF), customer perceived value (CPV), perceived risk of e-commerce (EPR), and customer satisfaction (CS). The influence of the four factors on repeat purchase intention (RPI) is investigated. In the results, we found that CPV and CS have positive correlations with repeat purchase intention, The EPR has a negative correlation with RPI and has no significant influence on RPI. The result can provide meaningful suggestions for silk product retailers.

• 한국정보시스템학회지:정보시스템연구
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• 제16권4호
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• pp.107-129
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• 2007

The purpose of this study is to examine the effect of logistics service quality and relationship orientation factors on customer satisfaction and loyalty in the electronic commerce context. Based on extensive review of relevant literature, nine components of logistics service quality(i.e. information quality, ordering procedures, ordering release quantities, timeliness, order accuracy, order quality, order condition, order discrepancy handling and personnel contact quality) and six components of relationship orientation(i.e. trust, bonding, communication, shared value, empathy and reciprocity) are introduced in this study. And a conceptual model is developed and five research hypotheses are empirically examined using structural equation modeling. The findings indicate that logistics service quality and relationship orientation are positively and significantly associated with customer satisfaction, and customer satisfaction is the antecedent variable of customer loyalty in the Internet Shopping Mall. In addition, a significant impact of logistics service quality on relationship orientation of the customer is revealed. Implications of these findings are discussed, and limitations of the study as well as further research directions are addressed.

• 디지털융복합연구
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• 제17권6호
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• pp.159-167
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• 2019

본 연구의 목적은 전자상거래 이용자들이 인식하는 물류서비스, 기업이미지, 제품신뢰도, 고객서비스가 소비자 만족과 재구매의도에 미치는 영향을 분석하는데 있다. 설문 조사는 "물류서비스, 기업이미지, 제품신뢰도, 고객서비스, 소비자만족, 재구매의도"로 구분하여 실시하였다. 연구결과, 독립변수에서는 기업이미지, 제품신뢰도, 고객서비스가 소비자만족에 영향을 주는 것으로 나타났다. 매개변수와 종속변수에서는 소비자만족이 재구매의도에 영향을 미치는 것으로 조사되었다. 결론적으로 SCM을 도입한 기업에서 재구매의도를 높이기 위해서는 기업이미지, 제품신뢰도, 고객서비스를 향상시켜 소비자를 만족시켜야 할 것이다. 물류서비스는 소비자만족에 미치는 영향으로 채택되지 않았다. 우리는 향후 고객 만족과 재구매 의사를 향상시키기 위해 더 높은 수준의 물류 서비스를 개발해야 할 것입니다.

• 품질경영학회지
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• 제32권4호
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• pp.30-47
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• 2004

The tremendous growth of the Internet, particularly world wide web, has resulted in significant changes in commerce environments. Internet has brought significant changes in the economics of marketing channels and has led to a redefinition of industry value chain. E-commerce has become so important that countries and firms unprepared for this new trend would lose competitive advantages in the coming century of digital economy. The purpose of this study is to identify logistic!; service quality elements about internet shopping mall customers and examine the relationship among e-commerce logistics service quality, customer satisfaction, relationship quality and repurchase intentions in the area of internet shopping mall. To do so, prior studies on logistics service quality, customer satisfaction, relationship qualify and repurchase intentions were broadly reviewed and the relationship among those four concepts was empirically tested.

• 한국전자거래학회지
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• 제23권4호
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• pp.41-62
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• 2018

현재 모바일 쇼핑 시장의 빠른 성장에도 불구하고 주요 사업자들은 심한 경쟁 속에서 지속적인 영업적자를 기록하고 있다. 이 문제를 해결하기 위해서는 모바일 쇼핑 시장은 과도한 경쟁보다는 고객만족도와 고객충성도를 높이기 위한 연구들이 요구된다. 그러나 기존의 연구들은 기술수용 모형과 문헌연구를 기반으로 요인을 추출하고 있어 고객의 직접적인 요구를 반영하는 데 한계가 있다. 본 연구는 모바일 쇼핑 앱 사용자들의 직접적인 요구사항을 도출하기 위하여 사용자 리뷰 토픽분석을 시행하여 고객만족도에 영향을 미치는 구체적이고 다양한 요인들을 도출하였다. 그리고 미국 고객만족도 지표 모형을 참조한 구조방정식 연구모형을 수립하여 도출된 요인들이 고객만족도에 미치는 중요도를 평가하고 고객만족도가 고객 불평과 고객충성도에 주는 영향을 실증 분석하였다. 본 연구에서 제안한 토픽분석과 구조방정식을 연계한 연구 프레임워크는 다른 모바일 서비스의 고객만족도 연구에도 적용될 수 있을 것으로 기대된다.

• 한국컴퓨터정보학회:학술대회논문집
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• 한국컴퓨터정보학회 2019년도 제60차 하계학술대회논문집 27권2호
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• pp.407-408
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• 2019

This thesis determines the research framework and scale design of leisure food E-Commerce consumer satisfaction degree by referring to previous theoretical model of customer satisfaction degree, the universal satisfaction evaluation index system, and the characteristics of leisure food E-Commerce in China. In this research, consumers who have bought leisure food online are taken as the research object, data are collected by questionnaires, and exploratory factor method is used to screen valid sample data. Through the Empirical Analysis which includes Descriptive Statistical Analysis, Reliability and Validity Analysis and Structural Equation Modeling, it is concluded that website design, logistics delivery service, commodity quality, and after-sales service are the main service quality on which the Leisure food E-Commerce enterprises should take focus. The service quality has significant positive influences on satisfaction degree. On the other hand consumer satisfaction has a significant positive influence on customer loyalty, which will create more earnings for the Leisure food E-Commerce enterprises.

• 한국전자거래학회지
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• 제9권1호
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• pp.237-254
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• 2004

일반적인 경영활동에서 고객만족은 긍정적인 고객반응에 영향을 미친다. 본 논문에서 제안하는 고객반응유도시스템(CRES)은 기존의 고객응대 개념을 확장한 것이다. CRES의 적용은 전자상거래(B2C) 환경에서 고객과 판매자간의 실시간적인 연결을 가능케 하고 이를 기반으로 긍정적인 고객반응을 유도할 수 있다. 본 논문에서는 CRES를 적용한 새로운 EC 시스템과 기존의 일반적인 EC 시스템을 비교하여 그 결과를 제시한다.

• 한국컴퓨터정보학회논문지
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• 제18권6호
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• pp.81-89
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• 2013

현재 인터넷 쇼핑은 중국인들의 일반적인 소비채널이 되고 있으며 앞으로도 지속적으로 성장할 가능성이 매우 높다. 중국의 인터넷 쇼핑몰 시장이 급속히 성장하고 있음에도 불구하고 중국인의 고객만족도에 맞는 인터넷 쇼핑몰은 많지 않다. 한국의 인터넷 쇼핑몰 업체들이 쇼핑몰에 대한 품질평가와 고객만족도를 분석하여 중국 유학생들의 성향에 맞는 쇼핑몰을 구축한다면 국제 경쟁력을 강화시킬 수 있을 것이다. 본 논문에서는 중국 유학생들과 한국 대학생들의 인터넷 쇼핑몰 고객만족도에 대해 비교 분석하여 어떠한 차이가 있는지 분석하고 전역적 최적의 해를 구하는 다중 LS-SVM을 이용하여 중국 유학생들의 고객만족도 모형을 분석한다. 중국 유학생들의 고객만족도 분석은 한국 인터넷 쇼핑몰 업체들에게 유익한 정보로서 활용될 수 있을 뿐 아니라 국제 경쟁력을 강화할 수 있는 방안이 될 것이다.

• The Journal of Asian Finance, Economics and Business
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• 제7권10호
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• pp.811-822
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• 2020

This study investigates the gender differences in determinants of customers' satisfaction when purchasing online beauty and cosmetics products in Vietnamese market. To do so, we construct a data set via online survey of 419 Vietnamese customers including both males and females, and examine such sample using t-tests and multiple regressions. Our regression model is constructed based on our five-construct model including online shopping experience, customer service, external incentives, security and privacy, and personal characteristics. The t-tests results reveal that the mean difference of customer satisfaction (negative coefficient) between the two groups of customers (females and males) is statistically significant. This suggests that the purchasing satisfaction of male customers is significantly higher than that of their female counterparts. Similarly, we also find that male customers are more satisfied with their online shopping experience, customer service and external incentives offered by the online sellers than female peers. Furthermore, regression results for full sample show that, on average, the online shopping experience, customer service and external incentives are significantly and positively related to customer satisfaction. Yet, such positive effect of customer service on customer satisfaction is more likely for males while females' satisfaction is more positively influenced by security and privacy.