• 통상정보연구
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• 제8권2호
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• pp.59-78
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• 2006

Considering rapid development of Internet Portal Site Contents in Korea, it is an important issue to analyze consumers' satisfaction and e-loyalty. This research develops, and empirically test a model for explaining/predicting the satisfaction and e-loyalty with internet-based Electronic Trade Site. This paper describes a theoretical model for investigating the Satisfaction and e-Loyalty of the Electronic Trade Site. This study investigates the concept of the satisfaction, e-loyalty in Electronic Trade Site and its determinants, and tries to establish e-loyalty analyzing model. The model of the satisfaction, e-loyalty electronic trade site is tested here using data from 158 samples. Based on the research model, a comprehensive set of hypotheses is formulated and a methodology for testing them is outlined. some of the hypotheses are tested empirically to demonstrate the applicability of the theoretical model. In examining the relationships of the determinants factors, service quality satisfaction show in significantly by Reliability, Information Provided, Trustworthiness, Convenience, International of contents but that show in not significantly by Interaction. In addition, Electronic Trade site retention shows indirect effect between customer satisfaction and referral. Although our research can not show the determinants of e-loyalty in the electronic trade site the empirical result give both theoretical and managerial implication for managing the consumers' satisfaction and e-loyalty in electronic trade site.

• 통상정보연구
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• 제10권3호
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• pp.23-40
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• 2008

Considering rapid development of Electronic Trade in Korea, it is an important issue to analyze consumers' satisfaction and e-loyalty. The purpose of this study is to find the affecting factors on the determinants and utilizable intention of electronic trade trustworthness and e-loyalty. In the literature review, it was made to compare and analyze the precedent papers about electronic trade trustworthness theory, Keller and Aaker(1992), Yun, Seong-jun's(2000) model of the trustworthness. This study investigates the concept of the satisfaction, e-loyalty in electronic trade site and its determinants, and tries to establish e-loyalty analyzing model. The model of the satisfaction, e-loyalty electronic trade site is tested here using data from 106 samples. The major finding of this paper would be summarized as followed : And then it was used the empirical research method to test hypotheses which was established based on the precedent studies : 1) electronic trade factors are positively related to the trustworthness on the electronic trade practical, not being trustworthness of the functionality on electronic trade practical in international trade company. 2) tr stworthness of electronic trade practical is positively related to the e-loyalty in international trade companies.

• The Journal of Asian Finance, Economics and Business
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• 제8권3호
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• pp.1349-1359
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• 2021

The electronic money market in Indonesia continues to experience an increase in the number of users and volume of transactions. However, the electronic money market, especially server-based, in Indonesia is becoming concentrated into a few issuers. Electronic money issuers compete in price and promotion wars to gain new customers and maintain their existing ones. This paper presents an analysis of the orientation and factors that influence the loyalty in electronic money products. The research model variables in this study are adopted from the E-Service Quality and Marketing Mix categories. These variables are hypothesized to affect the perceived value and then customer loyalty. The research population consists of all Indonesians who use server-based electronic money, with a sample of 400 individuals. The results show that, in the E-Service Quality group, reliability, responsiveness, and security significantly affect perceived value, while the perceived price and perceived promotional benefits significantly affect perceived value in the Marketing Mix group. The perceived price has the highest effect on the perceived value and customer loyalty, while the perceived value has a significant effect on customer loyalty. Finally, it was found that the customer is more sensitive to the price than quality in using electronic money.

• 유통과학연구
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• 제17권12호
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• pp.81-93
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• 2019

Purpose: The success of electronic commerce businesses is the ability to retain the customers and inspire their loyalty in online shopping. The purpose of this study is to develop a model to study the effect of perceived mental benefits, online trust, and hedonic value on the elements of electronic loyalty. Research design, data and methodology: Mixed research method was applied in this study with qualitative and quantitative research method. Qualitative data was collected through focus group discussion with electronic commerce experts. Quantitative data was collected through a survey of 917 customers, in which conducted in four cities and one province in Vietnam. SmartPLS software is used for processing quantitative data. Results: The study points out that four constructs of the mental benefit concept, although not entirely, have an impact on online trust and hedonic value. At the same time, two antecedents of electronic loyalty's three elements are online trust and hedonic value. Conclusions: Through the positive influence between the elements in the conceptual model, the study has shown that the perceived mental benefits, online trust, and hedonic value are important factors to shape the electronic loyalty in developing countries, such as Vietnam. This study proposed some scientific and managerial implications.

• 시큐리티연구
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• 제36호
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• pp.111-137
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• 2013

이 연구는 기계경비서비스품질이 기계경비고객만족이 고객충성도에 미치는 영향과 전환장벽이 고객충성도에 미치는 영향을 규명하는데 있으며, 조사대상자는 현재 C, S, N, T업체의 기계경비를 이용하고 있는 사업장의 업주들 560명을 대상으로 설문지를 배포하여 조사하였다. 본 연구에서 실증 분석된 연구가설의 결과를 요약하고 고객 전략적 측면에서 시사점을 제시하면 다음과 같다. 첫째, 성별에 따라 기계경비만족도가 대안의 매력에 미치는 영향과 인간관계가 고객충성도에 미치는 영향은 남, 여 간의 차이가 나타났으며, 이용기간 및 연령대에 따라 기계경비서비스품질만족도와 대안의 매력은 차이가 있는 것으로 나타났다. 둘째, 기계경비서비스품질만족도가 높을수록 기계경비고객만족도, 전환비용 및 인간관계에 정적(+)인 영향을 미치는 것으로 나타났다. 셋째, 기계경비고객만족도가 높을수록 전환비용, 인간관계 및 고객충성도에 정적(+)인 영향을 미치는 것으로 나타났다. 넷째, 전환비용이 고객충성도에 미치는 영향에서 전환비용이 높을수록 고객충성도에 정적(+)인 영향을 미치는 것으로 나타났으나, 인간관계 및 대안에 매력에는 유의한 관계가 없는 것으로 나타났다. 이상의 연구결과를 종합해 보면 기계경비이용자들이 기계경비서비스품질만족과 기계경비고객만족도에 대한 인식을 높게 하고 이러한 높은 인식이 전환장벽을 구축하여 높은 고객충성도를 높일 수 있다는 결론을 얻었다. 따라서 기존고객들에 대한 철저한 고객관리와 함께 기계경비서비스품질과 기계경비고객만족도, 전환비용에 대한 투자와 노력이 핵심전략임을 제시할 수 있다. 성공적인 경영을 위해서는 고차원적인 기계경비서비스 품질만족도와 장기고객에게 다양한 고객기반 강화프로그램을 마련하여 고객들에게 실질적인 가치와 편익을 제공함과 동시에 가격적으로 탄력적인 자세를 취하여 높은 전환비용을 마련하여 고객들이 차별화를 직접적으로 지각할 수 있는 각종 커뮤니케이션과 홍보채널을 마련한다면 충성도가 높은 고객집단을 개발하고 유지할 수 있을 것이다.

• 한국정보처리학회논문지
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• 제7권5S호
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• pp.1676-1686
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• 2000

전자상거래가 활성화됨에 따라 다양한 지불시스템이 연구되고, 상용화되고 있다. 고객 확보 차원에서 점차 보편화되고 있는 기존의 로열티는 지불 수단이라기보다는 고객 서비스의 일종으로 볼 수 있다. 그러나 본 논문에서 제안하는 로열티 시스템은 로열티 즉, 보너스 포인트, 개념에 화폐 기능과 보안 체계를 지원하고, 각 상점마다의 개별적인 로열티 운영이 아닌 포괄적인 활용을 가능하게 함으로써 전자지불시스템으로서의 력할을 제공할 수 있다. 본 논문에서는 이러한 로열티시스템의 구조를 소개하고 지불시스템으로 활용할 수 있는 특성인 보안체계의 익명성에 중점을 두어 논의한다.

• 한국정보시스템학회지:정보시스템연구
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• 제14권3호
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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).

• 한국경영과학회지
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• 제29권3호
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• pp.23-39
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• 2004

This paper focused on empirically testing the ESM(Electronic-Store Success Model). The model was developed by basing upon the ‘Updated D&M(DeLone and McLean) IS Success Model(2003)’ and reflecting the characteristics of marketing and e-business, and composed of the six dimensions including system quality, information quality, service quality, trust, customer loyalty and financial performance. The research model consisting of five dimensions, excluding financial performance, was proposed and empirically verified by structural equation model with respect to data from 224 customers on 69 Electronic-Stores. The results show that system quality and information quality significantly influence service quality, and that service quality also significantly influence trust and customer loyalty, and that trust has significant influence on customer loyalty.

• 경영과학
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• 제20권2호
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• pp.113-133
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• 2003

This study developed the ISM (Electronic Store Success Model) by basing upon the revised D&M IS Success Model and reflecting the characteristics of marketing and e business. The theoretical rationale of this model was as following : 1) Though the revised D&M IS Success Model (2002) must be more logical and complete model than the original D&M IS Success Model (1992), it did not reflect characteristics of marketing and e business. 2) In the marketing studios, Service Quality has been suggested as one of basic strategies for success. 3) In e business studies, Trust has been emerging as a potentially important antecedent of e loyalty. 4) There has been a paradigm shift from satisfaction to loyalty in marketing emphasis. 5) Nowadays, ERP (Enterprise Resource Planning) has been pervaded in many organizations and has supported PCA (Profit Center Accounting) or Channel based Accounting, so it has not been difficult to evaluate financial performance of Electronic Store. The ESM that has six dimensions (System Quality, information Quality. Service Quality, Trust, Loyalty, Financial Performance) and expresses the causal relationship among them was proposed and was compared with BSC (Balanced Scorecard), WebQual, and EWAM (Extended Web Assessment Method). The results showed that the ESM coincides with BSC and contains dimensions of WebQual, and EWAM.

• 한국경영과학회지
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• 제26권2호
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• pp.85-97
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• 2001

Online games have become the focus of entertainment and multimedia industries as the developments in computer technologies are accelerated and the use of the Internet diffuses broadly. In spite of such growth of online games, academic discussions regarding online games are relatively limited. This research examines several factors that affect player loyalty to online games. In this research, the loyalty is classified into two categories, the behavioral loyalty measured by the intensity, volume, and frequency of use, and the cognitive loyalty measured by the degree of immersion in online games. In this research, an integrated model to explain and predict player loyalty to online games in proposed. Two studies are conducted to test to research model. Throughout analyzing 334 respondents, the first study finds that the impulsive personality of individual players significantly affects both behavioral loyalty and cognitive loyalty. Additionally, it finds that, whereas the behavioral loyalty is influenced by the convenience of online game playing, the cognitive loyalty is influenced by the motive of game playing and the playfulness of games. The second study finds that the behavioral loyalty differs across demographic differences of players (age and occupation), preferred online games of players, and online game playing locations, but the cognitive loyalty differs across only age differences of players. This research has opened a forum for social awareness about the online game culture, provided information to guide online game producers to prepare customer-oriented online games, and created a foundation for academic research on online game industry.