• Journal of Information Technology Applications and Management
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• v.16 no.4
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• pp.185-203
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• 2009

The literature reveals that service quality is critical determinants affecting customer satisfaction in the retail industry. Recent online B2C studies also show that service quality significantly influences online customer satisfaction. However, research on analyzing antecedents to determine the service quality level of online shopping has not been sufficiently reported. Moreover, the offline synergy effect on the Internet shopping mall has been presented mostly at a conceptual level. The purpose of this study is to investigate key managerial variables exploiting offline synergy, including pure online attributes, that impact on service quality of the click and mortar Internet shopping mall. A survey was conducted for empirical validation of the hypotheses. The results indicate that core offline synergy factors significantly enhance the perceived service quality level of the Internet shopping mall. Implications, limitations, and future research directions are also discussed.

• The Research Journal of the Costume Culture
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• v.15 no.6
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• pp.1023-1037
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• 2007

The focus of this study was on service recovery process of domestic internet fashion shopping mall, the purposes of this study were to extract perceived interaction effort and service justice with the recovery factors according to service failure by literature review, and to empirically examine the effect this variables on customer satisfaction with complaint handling and loyalty. The questionnaires was administered to 256 internet shopping mall customer, who has experiences of dissatisfaction and complaining behavior after buying fashion products. The data was analyzed by Cronbach's a, confirmatory factor analysis, correlation analysis, and structural equation modeling using LISREL 8.30 program. The results were as follows. First, perceived interaction partly affected serviced justice consumer. Interaction effort on the part of consumer negatively affected interactional justice, but didn't affected distributive justice and procedural justice. However interaction effort on the part of shopping mall positively affected all justice. Second, distributive, procedural and interactive justice positively affected customer satisfaction with complaint handling and loyalty. Finally, customer satisfaction with complaint handling positively affected customer loyalty. The implications of the research and directions for future researchers were discussed.

• Journal of Digital Convergence
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• v.17 no.9
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• pp.55-60
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• 2019

It is widely known that farmers and fishermen group is typically alienated from information. In this regards, it has become a national policy to help them get benefits from using PC. Therefore, this study investigates the effects of PC competence on their life satisfaction by using the 2017 report on the digital divide. Especially, we are focused on analyzing mediating role of Internet service usage. Empirical analysis with public database showed that PC competence has a positive effect on life satisfaction. Internet service usage also revealed a mediating role between PC competence and Internet service usage. Implication for policy makers is that government needs to exercise PC competence level of farmers and fishermen, and their ability to utilize Internet service for the sake of improving their life satisfaction level. We recommend future research with hierarchical linear model to measure the effect of regional differences.

• Journal of Information Technology Services
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• v.18 no.5
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• pp.99-117
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• 2019

In recent years, the one-person media has increasingly gained popularity. The purpose of this study is to investigate the relationship among the service quality, satisfaction and intention of continuous use of one-person media service and to further examine the mediating effect of satisfaction operating on the relationship between the service quality and intention of continuous use. Based on the literature review, hypotheses were developed and the research model was built for testing. The sample of 358 users was selected to achieve these objectives. From the analysis of PLS(Partial Lease Square Path Analysis), key research findings are summarized as follows. First, relationships among the service quality, satisfaction, and intention of continuous use were all positively correlated each other. Second, the effect of service quality on intention of continuous use was mediated by satisfaction. Third, the content quality of one-person media has the higher effectiveness than platform quality to satisfaction and intention of continuous use. Results of this paper are expected not only to emphasize the importance of satisfaction based on the service quality, but also to provide multifaceted implications and directions for the management of one-person media service effectively.

• Journal of the Korean Society of Clothing and Textiles
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• v.31 no.2 s.161
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• pp.300-307
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• 2007

The purpose of this study was to identify and to compare the internet service factors affecting shopping satisfaction and intention to return between total shopping sites and fashion specialty sites. Data were obtained from 208 men and women aged between 20-40 who used internet. Factor analysis, Multiple regression, chi square test and F test were applied. The results were as follows. First, there were some demographic differences between two site shoppers. Young, low-income, student consumers were more likely to visit fashion specialty site than older, high-income, non students were. Second, consumer satisfaction and revisit to the total shopping sites were influenced by site composition, purchasing convenience, and after-purchase service. For the fashion specialty sites, consumer satisfaction was affected by site composition and after-purchase service while consumer intention to return was only by site composition. Thus, big sized total shopping sites should provide all kinds of online services to satisfy consumers. Small sized, fashion specially sites had better concentrate on site design or fashionable, creative product merchandising to get a competitive edge for young customers.

• Journal of the Korean Data and Information Science Society
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• v.16 no.2
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• pp.301-311
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• 2005

This study has conducted to measure the internet banking customer satisfaction using structured equation model. Data was collected by e-mail system. Among survey panel who had experience of using Hanwha-Bank internet banking service, final samples were 2,848 respondents. The results showed that usage convenience and economy factor was most correlated with customer satisfaction. And we found that word-of-mouth behavior was affected customer satisfaction.

• Journal of the Korean Home Economics Association
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• v.42 no.3
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• pp.195-209
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• 2004

The purpose of this study was 1) to examine the usage of mobile internet by cell phone or palm pilot, etc., 2) to analyze mobile users' lifestyles, 3) to examine preferred fashion services according to users' lifestyles and 4) to investigate service satisfaction and preference with the mobile internet. 193 university students in Seoul were randomly selected as subject. The data was analyzed using descriptive statistics (i.e., percentage, frequency), factor analysis, cluster analysis and ANOVA. The results of the study were as follows: first, most mobile users spent 10 min a day for using the mobile internet (i.e., short message service) mainly in transportation vehicles. Secondly, five factors in the mobile users' lifestyle were named as: 'surfer', 'absorber', 'expert', 'accepter' and 'enthusiast'. Thirdly, two factors in the preferences of fashion service on mobile internet were 'customized information service' and 'ordinary information service'. Fourthly, according to the internet lifestyle, mobile users were classified into three groups: 'mania group', 'follower group', and 'veteran group'. The mania group was the highest group in mobile service satisfaction and service preference. Marketing implications are discussed for the successful mobile business in clothing and textile industry.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2006.11a
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• pp.453-466
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• 2006

The increasing popularity of the Internet has led to the emergence of online service delivered by websites. Given large investments in these websites, it is important to retain existing customers in online service contexts. In order to understand how website information and system attributes may influence perceived usefulness of using the websites, customer satisfaction, and ultimate continuous usage behaviors, we develop a model to integrate user satisfaction with technology acceptance. Furthermore, this integration is sharpened through the synthesis with research on continuous usage of online service based on customer satisfaction. We then test the model using a sample of 236 respondents who have used one of the most popular Internet blog and community service in South Korea within the last three months. The analysis results suggest that website information and system attributes play key roles in forming continuous intention of the service and perceived playfulness serves as an important moderator toward customer satisfaction. Our model is more likely to help link website design and invesment decisions to the strategy for retaining existing customers in the context of online service.

• Journal of information and communication convergence engineering
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• v.7 no.2
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• pp.92-97
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• 2009

Lately, influence of information rises and interest about satisfaction estimation of information providing service is risin. According to rapid change in information environment, information-providing service is being changed in various form, in which center development is made in relation to the effort for customer satisfaction intended to enhance user's satisfaction level through providing more convenient and higher service centered on information service user rather than information service provider. Organizations providing information service is also changing their service from traditional one centered on service provider to that for user's satisfaction and service quality, and evaluation of information service quality and measurement of user's satisfaction as the result of using information service are regarded important. In this respect, it is needed to measure user's satisfaction level for environmental factors of information service and analyze what kind of influence they have to enhance user's satisfaction level of information service. Also function and efficiency of information offer service are important. Therefore, interest for satisfaction survey to heighten contents satisfaction of information-providing service, service satisfaction, satisfaction of user of system satisfaction is increased. In this paper, we propose a model of the user satisfaction index for information-providing services and present the user satisfaction index is measured to the model. Also we this study suggest qualitative improvements of information-providing service required for change to user-centric information-providing service through measuring user satisfaction index of ITFIND system and schemes to improve information quality

• Journal of Distribution Science
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• v.14 no.11
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• pp.139-147
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• 2016

Purpose - This study examines the effects of purchasing factors of consumers based on customer satisfaction and repurchasing intention buying through Internet shopping malls. The subject of this study are Chinese residents who have lived over a year in Korea. Research design, data, and methodology - In this study, former research related with internet shopping malls' customer satisfaction and repurchase intention was revised. Based on past research, the internet shopping mall purchasing factors divided to 4 factors; factors of product, price, service, and promotion. 5 hypotheses were made. They are

Product factors of internet shopping malls have meaningful effect to customer satisfaction,

Price factors of internet shopping malls have meaningful effect to customer satisfaction,

Service factors of internet shopping malls have meaningful effect to customer satisfaction,

Promotion factors of internet shopping malls have meaningful effect to customer satisfaction,

Customer satisfaction factors of internet shopping malls have meaningful effect to customer repurchase intention. Measurements developed 4~5 items to each factor and questionnaires were made. The survey was conducted on 1,000 Chinese people. Out of 292 surveys, 9 were excluded which responded nothing or were unfilled. Finally 283 surveys were used in empirical analysis with SPSS 22.0 statistical program. Hypotheses were verified by structural equation modeling. Results - The following conclusions are shown in the empirical study. First, the service and promotion factors of internet shopping mall have effects on customer satisfaction. Second, customer (Chinese people who live in Korea) satisfaction have effects on repurchase intention. Third, the products value and price level of internet shopping mall have strong effects on repurchasing intention. Conclusions - There are suggestions that Chinese customers satisfied with Korean internet shopping malls might increase their royalty to the shopping malls as possibility of repurchase arises. This study has differentiating points with preceding researches that subjected residents in Korea. But there are limitations that this study also used purchasing factors used in preceding studies. Also this study has limitations, such as generalization in global market circumstances because this study subjected only Chinese people and not global customers. Therefore, further study executed complementary with those limitations would be an interesting study.