• The Journal of Society for e-Business Studies
• /
• v.21 no.3
• /
• pp.51-78
• /
• 2016

Online-to-offline (O2O) commerce is the new trend that merges online commerce with traditional industries in various fields. The primary purpose of this paper is to find out which factors influence customers' intention to switch from call-based driver-for-hire services to O2O app-based services. This study used variables and factors based on Theory of Switching Intention, and Extended Unified Theory of Acceptance and Use of Technology in order to design research questions. We surveyed 500 users of call-based driver-for-hire services. According to the result of this study, dissatisfaction with the current call-based driver-for-hire services is estimated to be a significant factor that strengthens customers' intention to switch from the call-based driver-for-hire services to the app-based services. Loyalty to the previous call-based driver-for-hire services was not seen as a crucial motivator that causes customers to switch to the new O2O driver service. Switching cost also did not play a key role in explaining the relationship between dissatisfaction with the current call-based service and the intention to use the new app-based service. Performance expectancy, easiness in use, the level of user's knowledge or available assistance in relation to the use of app-based services, and expectancy for reasonable price was found to have meaningful impacts on customers' intention to switch from the call-based driver-for-hire services to the app-based services. Age, gender and user experience on the new service were found incapable of moderating the relationship between aforementioned factors which influence customers' choice of the app-based driver-for-hire service, and customers' intent to switch to the app-based service.

• Journal of Korean Society for Quality Management
• /
• v.43 no.4
• /
• pp.545-558
• /
• 2015

Purpose: The Purposes of this study are (1) to examine why users are communicating through MIM (2) to understand what factors impact these users' satisfaction and loyalty. Methods: We use a questionnaire survey to collect 256 data on users' perceptions of Kakaotalk. We also use a structural equation modeling method by using AMOS 18.0. Results: Company trust, communication voice, connectedness, and perceived network size are found to be statistically significant factors affecting. Also, satisfaction influence on word of mouth and intention to switch. Conclusion: This study develops a research model from the MIM context. We suggest three points of view as company characteristics, device interactivity, and social factor. We examine the determinants of users' satisfaction and loyalty. The results can offer valuable insights for future mobile services research.

• Journal of Global Scholars of Marketing Science
• /
• v.12
• /
• pp.29-57
• /
• 2003

Customers of local monopolistic department store can switch their store more easily than ever due to the rapidly changing environment in distribution system represented by multi-store-strategy of large department stores, increase in discount store and growing non-store retailing system. Consequently, local department stores which enjoyed their business with little competition are forced to study and understand the customer switching behavior. This work is intended to understand the switching behavior characteristics of monopolistic local clepartrrent store users. For the end, previous researches are reviewed firstly, then characteristics of store-switching behavior of custorrers amid rapidly changing distribution environment are studied in view of the relations of dissatisfaction factor, switching barrier, switch intention and custorrer characteristics such as shopping orientation, variety-seeking behavior, degree of openess to competition and sociodemographics. Study shows that; 1) dissatisfaction factor is related to customer characteristics (shopping orientation and degree of openess to competition), 2) switching barrier recognition is related to customer characteristics (degree of openess to competition and sociodemographics) and dissatisfaction factor, 3) intention to switch to expected competitor is related to customer characteristics (shopping orientation, degree of openess to competition and sociodemographics) and switching barrier recognition. Accordingly, switch control strategy of the monopolistic local department store facing competitors' entry into market, must be made, specifically, in a way to understand customer characteristics and to make deliberate effort to reduce customer dissatisfaction.

• Journal of the Korea Society of Computer and Information
• /
• v.23 no.6
• /
• pp.59-66
• /
• 2018

Recently, the use of mobile payment, called "Pay" payment, is increasing such as 'KakaoPay' and 'SamsungPay'. In Korea, various mobile payment services are running and emerging. The purpose of this study is to examine the intention to switch from using existing credit cards or check card to mobile payment service based on the two-factor theory. We empirically examined the effect of the two factors, the factors that enable switching and the factors that inhibit switching. Therefore, the study use switching cost and switching benefit as parameters to confirm the effect on the switching intention. In addition, this study intends to analyze the differences between two subgroups by the degree of personal innovativeness. We survey smartphone users and credit card or check card users, and analyzed the Smart PLS 3.0 using structural equation model to verify the significance of the research hypothesis.

• Korea Trade Review
• /
• v.47 no.6
• /
• pp.71-96
• /
• 2022

This research will study the conversion intention of the users in China from fuel vehicle to new energy vehicles through the empirical methods. To this end, a questionnaire survey was conducted with car users as the object, combined with the theory of user migration and the PPM model to analyze the impact of fuel vehicle users' conversion intention to new-energy vehicles factor. The results showed that purchase experience contains the moderating effect, in which perceived risk and switching costs had a greater impact on the groups without purchase experience, whereas social identity, perceived value, personal attitude, and willingness to switch had a greater impact on groups with the purchase experience. Among all five factors, perceived risk had no discernible impact on the switching intention, but social identity, perceived value, attitude toward switching, and switching costs all had discernible impact on the switching intention. This study expects to come out with sustainable advises for the future growth of new energy vehicles from the study of car users' switching intention and the collective difference test of purchasing experience.

• Journal of Korea Society of Industrial Information Systems
• /
• v.14 no.1
• /
• pp.73-89
• /
• 2009

This research examines the factors that influence a consumer's decision to switch to new self-service technologies. The model related to attitudes, anticipated outcomes and intentions to change a behavior was assessed using structural equation modeling at the context of a banking industry. The results revealed that 1) an attitude toward a staff, Internet banking, and an ATM would influence an attitude toward a bank, 2) an attitude toward Internet banking and ATM influence utility and enjoyment, and an attitude toward Internet banking and staff affect social acceptance, 3) an attitude toward a bank was positively associated with enjoyment, 4) an attitude toward Internet banking had a positive effect on the intention, but an attitude toward an ATM had a negative one, and 5) both anticipated outcomes, enjoyment and social acceptance, were found to influence an intention to change behavior, but utility was found to affect negatively.

• The Journal of Information Systems
• /
• v.30 no.4
• /
• pp.43-69
• /
• 2021

Purpose Although companies occupied the network market take the advantageous position first and can be successful in securing users over a certain size, it is important to satisfy the customers' demand and prevent the outflow of users toward a new alternative SNS. What is more, there are frequent changes in the flow of users toward new SNSs. Despite these dynamic market circumstances, there is a lack of research to explain the switching behaviors of SNS users. Design/methodology/approach The objective of this study is to explain and verify a specified migration theory(Push-Pull-Mooring model) focused on SNS fatigue in the psychological point of view, as well as reviewing previous studies on functional and technical characteristics of SNSs themselves. Moreover, this study tried to highlight factors affecting users actual SNS switch rather than their switching intention. Findings According to the statistical analysis, the most influenced pull factor to switch SNS was the alternative attractiveness. On the other hand, undesired relationship burden, service innovation and important mooring factors to prevent users' SNS switch. This study has a significant contribution to the theory, which analyzed users' actual SNS switch, and examined SNS users' psychological factors(SNS fatigue), reviewing the characteristics of existing services. To secure more users and to keep them, companies providing social network service need to develop differentiated strategies by analyzing psychological characteristics of various users.

• Journal of Information Technology Services
• /
• v.19 no.6
• /
• pp.31-53
• /
• 2020

The traditional media ecosystem is facing major changes with the expansion of over-the-top (OTT) services. While the percentage of people cutting the cord has already exceeded the percentage of people subscribing to pay TV services in the United States, due to the unique characteristics of the Korean market, it is uncertain whether the cord-cutting trend will have an impact on the Korean media industry despite of the advantages of OTT services. Accordingly, this study has directly determined the beneficial and sacrificial factors of switching to OTT services, as well as the personal and external influences behind the Korean OTT service users' intention to switch. To achieve this, the Value-based Adoption Model (VAM) was used to measure the benefits of OTT services with regards to their content and systems, as well as measure the financial and procedural switching costs of cord-cutting; further, personal innovativeness and consumers' social image were added as external variables. The results of this study showed that consumers take the content and system quality of OTT services and procedural switching costs and into consideration, and that their intention to switch was based on social image. These results could serve as data for consumer analysis regarding the expansion of OTT services into the Korean media industry, and also provide the strategic basis for preparing for sudden changes that may occur in the media ecosystem due to cord-cutting.

• The Research Journal of the Costume Culture
• /
• v.24 no.5
• /
• pp.544-560
• /
• 2016

This study aimed to investigate the influence of consumers' innovativeness, perceived benefits of home shopping mobile apps, and satisfaction with telephone orders on switching to and satisfaction with such apps (for those who have used these apps). This study also investigated the influence of the aforementioned factors on the intention to switch to home shopping mobile apps (for those who have not used these apps). Data were collected from 546 customers ranging in age from 18 to 59 with experience purchasing fashion goods from home shopping networks, and 502 of the questionnaires were used in the statistical analyses. Structure equation models were employed using AMOS 23.0. The results were as follows: for consumers experienced with home shopping mobile apps, their innovativeness and perceived benefits of such apps (convenience, usefulness) influenced their switching behavior. Additionally, consumers' innovativeness and perceived benefits of these apps (usefulness, accessibility, interactiveness) affected their satisfaction with the apps. For those not experienced with home shopping mobile apps, consumers' innovativeness and perceived benefits of the apps (interactiveness, security, enjoyment) influenced their intention to switch to these apps. These results indicate that different strategies should be developed for home shopping consumers experienced and inexperienced with these apps for the improvement of app satisfaction.

• The Journal of Information Systems
• /
• v.23 no.4
• /
• pp.147-168
• /
• 2014

Consumer's switching behavior from incumbent smartphone to new one can be explained by not merely rational assessment but also affective aspects like aesthetic or pleasure and emotional points like attachment. but, in information system field, researches on affective.emotional factors relatively were insufficient and researches which focus on the perspective of the consumer were more scarcity. consumer's attachment to current smartphone brand and perceived aesthetic on new one would influence rational evaluation to switch or not. Therefore, this study investigates relationship between emotional factors on current smartphone and assessment of new one, in turn, we empirically analyzes purchase intention of the consumer. In order to prove the validity of the hypotheses, this study was applied longitudinal study and then conduct a survey of 212 smartphone users. The analysis results by Partial Least Square (PLS) approach showed that all hypotheses in this study were statistically supported.