• Journal of the Korean Operations Research and Management Science Society
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• v.30 no.2
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• pp.169-184
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• 2005

This study aims to identify service factors that satisfy customers in the internet shopping mail context. The study examines the relationship between service qualify and customer satisfaction, and explores the moderating role of the internet community type (i. e., transaction community group, interest community group and fantasy community group). By analyzing 188 questionnaires, we found that out of the five service quality dimensions, only reliability, tangibility, assurance and responsiveness dimensions have positive effects on customer satisfaction. We also found that there is a significant difference in the relationship between service quality and customer satisfaction by the perceived type of internet community implications of the findings and future research directions are discussed.

• Journal of Distribution Science
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• v.22 no.5
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• pp.93-104
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• 2024

Purpose: This study used the SORmodel (or cue utilization theory) to examine the impact of expanded quality factorsincluding product quality on customer satisfaction, attitude, and behavioral loyalty. This study examined the moderating effect of gender on the customer satisfaction-attitudinal and behavioral loyalty relationship. Research design, data, and methodology: 364 respondents were collected through an online survey and analyzed using the SmartPLS 4.0 program. Results: The findings show that product quality, along with system quality and service quality, are key determinants of customer satisfaction. In addition, this study shows that the relationship between customer satisfaction and attitudinal loyalty (repurchase and word-of-mouth intention) does not differ depending on gender, but the relationship between customer satisfaction and behavioral loyalty (share-of-visit and share-of-wallet) is stronger for women than for men. Conclusions: This research integrates concepts from environmental psychology and marketing focusing on website quality (information, system, service, and product), as well as satisfaction, attitudinal and behavioral loyalty. Online shopping mall practitioners must systematically analyze and assess the quality of online shopping, a pivotal factor driving customer satisfaction, attitude, and behavioral loyalty. Acknowledging the influence of gender on consumers' online purchasing behavior can aid online retailers in devising tailored e-commerce marketing strategies aimed at attracting and retaining customers.

• Journal of the Korean Society of Clothing and Textiles
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• v.32 no.8
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• pp.1299-1308
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• 2008

Customers’ loyalty to an online store may be worth up to ten times as much as its average customer. To develop a loyal customer base, most online stores try their best to continually satisfy their customers and to generate long-run relationships with them. This study investigates the effects of product attributes on customer satisfaction, trust, and loyalty in the context of online shopping for apparels. A self-administered questionnaire with multi-item scale was developed based on literatures. A total of 356 usable questionnaires were obtained from respondents and were analyzed using by LISREL 8.54 Program. The results showed that attributes of apparel products (e.g., products variety, price, and information) have indirectly influenced customer loyalty, which are moderated by customers’ satisfaction and trust. Additionally, customer satisfaction plays an important role to develop customer loyalty of online apparel stores. The findings suggest that, to satisfy their customers, online apparel stores should focus on product variety, and reasonable/economic prices of their apparel products, while they should provide the information about contents/care of apparels in building trusting relationships with their customers. In light of the major findings, this study sets forth strategic implications for customer loyalty in online settings of apparel store.

• Journal of Information Technology Services
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• v.22 no.6
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• pp.37-53
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• 2023

With the development of the 4th industrial revolution, companies are trying to introduce new AI technologies and improve their performance. In particular, chatbot technology has developed and can not only communicate smoothly with humans, but also perform many complex tasks, so it has high market potential. However, there is still little research on chatbots in the field of e-commerce. Accordingly, this study aims to suggest ways to improve corporate performance through chatbot user satisfaction analysis. With the rapid development of China's e-commerce platform, In this study, through previous studies, the characteristics of chatbots were classified into accessibility, accuracy, empathy, reliability, and intimacy as factors influencing perceived usefulness, perceived ease, and perceived enjoyment of the Technology Acceptance Model (TAM). Five were selected and used as independent variables, and a model that affects customer satisfaction was set up. This paper sets user satisfaction as an important indicator of chatbot service and analyzes the path that affects user satisfaction, thereby improving chatbot service technology. It is important in that it provides a way to improve the smart chatbot service by understanding the degree of user acceptance in depth.

• Information Systems Review
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• v.1 no.2
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• pp.73-87
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• 1999

• Korea Trade Review
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• v.45 no.2
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• pp.121-135
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• 2020

This study was to identify the effects of four types of e-Lifestyle(life-friendly lifestyle, development-oriented lifestyle, sociality-oriented lifestyle, information-oriented lifestyle) on sustainable behavior (usage and satisfaction) of Kiosk service. The study was based on convenience sampling of 222 consumers, who have at least three months experience of kiosk system use. Results showed that all of the four types of e-Lifestyle had not significant effect on ease of use. However, development-oriented lifestyle and sociality-oriented lifestyle had a positive effects on usefulness of Kiosk service. Results also indicated that e-Lifestyle had significant and positive effects on customer satisfaction and recommendation. In particular, life-friendly lifestyle had an effect on customer satisfaction, and sociality-oriented lifestyle and information-oriented lifestyle had statistically significant effects on recommendation. Since e-lifestyle could potentially influence sustainable behavior for using Kiosk, this study investigated the distribution of usage and consumer satisfaction for every lifestyle type, so as to understand the attitudinal and behavioral evaluation as sustainable behavior in the use of kiosk services. These findings allow researchers and marketers to identify the needs and expectations of specific types of kiosk users.

• Journal of Korean Society for Quality Management
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• v.32 no.2
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• pp.15-23
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• 2004

This study investigates the customer satisfaction based on the various levels of many factors such as age, sex, period, motive, preference between wired and mobile service, frequency, and time. Customer satisfaction is measured by 13 dimensions. MANOVA reveals that preference between wired and mobile commerce service, mobile service frequency, mobile e-mail service frequency, wired Internet usage frequency, and mobile Internet usage time have a significant effect on the overall satisfaction. Transmission speed, fare, and ease of operation of mobile Internet service turn out to be improved for better customer satisfaction, the IMT-2000 service in particular.

• Journal of the Korea Convergence Society
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• v.10 no.7
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• pp.325-333
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• 2019

This study was conducted to investigate the factors affecting satisfaction and dissatisfaction of e-learning learner students using Kano model and Timko's customer satisfaction coefficient. The results of the analysis showed that firstly, the students are highly satisfied when it is convenient to learn visually and audibly, when the students can ask questions at any time, and when the professor was interested in the students. Second, the rational criteria and accurate evaluation of grades and assignments were confirmed as factors that should be satisfied. Third, unlike the results of the basic study that the students use e-learning due to the convenience of learning time and learning space and the ease of learning process, it is no longer an attractive factor to use e-learning. The results of this study suggest that it is possible to present effective directions for the development of e-learning education and strategic application of each factor classified by the two-dimensional recognition method.

• Asian Journal of Business Environment
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• v.13 no.1
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• pp.9-19
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• 2023

Purpose: The purpose of this research paper is to explore what factors that affect customer purchase decisions in the online environment, particularly after the COVID-19 pandemic in the case of Vietnamese customers. Research Design, Data and Methodology: To clarify which factor has the most significant impacts on online purchasing decision-making process, this study proposed a research model including factors such as customer trust, proposensity to trust, system assurance, the quality of website design, attitude, and customer satisfaction. This study collected the data via online survey. Data analysis was conducted by AMOS 25.0 using the Structural Equation Modeling (SEM) method. Result: The results of this study shows that the purchase decisions were positively affected by customers' attitude, satisfaction, trust, and the quality of websites design. Additionally, factors such as perceived size and reputation and system assurance, have impacts on buyers' trust, while the propensity to trust has no significant impact. Conclusion: This study provides managerial implications. The results provide which factors should be improved to foster trust, attitude, customer satisfaction, and purchase decision in the online environment. The results also provide managerial implication on marketing strategies how to enhance better relationships with customers and to consider environmental issues in the era of post COVID-19.

• Journal of Global Scholars of Marketing Science
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• v.17 no.4
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• pp.91-111
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• 2007

Marketing is said to be a zero sum game i.e. each gain of customer for a firm is always at the expense of some other firm's customers. Therefore in a marketplace churn is a natural occurrence. Churn in Indian telecom market is among the highest in growing telecom markets. By using binary logistics regression analysis based models based covering a sample of 822 Indian telecom subscribers; this paper attempts to examine the determinants of churn. The future churn is found to be dependent on satisfaction level of the customer with the service provider, attitude and loyalty of the customer variables, intended churn (i.e. intention to churn) and current loyalty (defined as intention to recommend) and distraction (i.e. intention to experiment).