• Title/Summary/Keyword: Online consumer review

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A Study on Legal Issues by Practice of Online Arbitration (온라인 중재의 실행에 따른 법적 문제에 관한 고찰)

  • Woo, Kwang-Myung
    • International Commerce and Information Review
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    • v.5 no.1
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    • pp.137-158
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    • 2003
  • The rapid growth of electronic commerce increases the potential for conflicts over contracts which have been entered into online(e.g. about price, late delivery, defects, specifications...). Using arbitration as a dispute resolution alternative is becoming increasingly popular especially in cases involving intellectual property rights and technology disputes since speed and secrecy are essential. The use of online dispute resolution(ODR) mechanisms to resolve such e-commerce conflicts is crucial for building business, consumer confidence and permitting access to justice in an online business environment. However, the use of the Internet and the World Wide Web in dispute resolution has an impact on the types of communication implied in the relevant processes(negotiation, mediation and arbitration). This paper deals with legal issues with respect to the practice of online arbitration. The paper begins with a brief introduction to the theories behind arbitration. These sections will be followed by a discussion on the specifics of online arbitration and the problems the process faces online arbitration by the legal community.

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An Analysis of determinant on Repurchase Behavior of Game User in Chinese online game industry: moderation effect of online review (중국 온라인게임 산업의 게임사용자 재구매 행위 결정요인에 관한 연구: 온라인평가의 조절효과 분석)

  • Lee, Young-Duck
    • Journal of Korea Game Society
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    • v.15 no.6
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    • pp.41-54
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    • 2015
  • Despite a great performance of Korean online game in Chinese online game market, Korean companies were faced with decreasing market positions in China from 2006. To overcome this problem, I will suggest a research model about determinant of repurchase behavior of on-line game user and moderation effect of online review. Data collected from questionnaire survey were used in empirical analysis on research hypothesis through moderated multiple regression method. There are several conclusions as such; first, perceived value and loyalty of consumer have great positive relationships with repurchase behavior. Second, online review has positive direct influence on repurchase behavior and moderation effect of relationships among them. Third, game company has great efforts to develop online games and game contents which were guaranteed before in price, quality, information, and accurate consideration of online review.

Improvement of recommendation system using attribute-based opinion mining of online customer reviews

  • Misun Lee;Hyunchul Ahn
    • Journal of the Korea Society of Computer and Information
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    • v.28 no.12
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    • pp.259-266
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    • 2023
  • In this paper, we propose an algorithm that can improve the accuracy performance of collaborative filtering using attribute-based opinion mining (ABOM). For the experiment, a total of 1,227 online consumer review data about smartphone apps from domestic smartphone users were used for analysis. After morpheme analysis using the KKMA (Kkokkoma) analyzer and emotional word analysis using KOSAC, attribute extraction is performed using LDA topic modeling, and the topic modeling results for each weighted review are used to add up the ratings of collaborative filtering and the sentiment score. MAE, MAPE, and RMSE, which are statistical model performance evaluations that calculate the average accuracy error, were used. Through experiments, we predicted the accuracy of online customers' app ratings (APP_Score) by combining traditional collaborative filtering among the recommendation algorithms and the attribute-based opinion mining (ABOM) technique, which combines LDA attribute extraction and sentiment analysis. As a result of the analysis, it was found that the prediction accuracy of ratings using attribute-based opinion mining CF was better than that of ratings implementing traditional collaborative filtering.

The Impact of Perceived Risks Upon Consumer Trust and Purchase Intentions (인지된 위험의 유형이 소비자 신뢰 및 온라인 구매의도에 미치는 영향)

  • Hong, Il-Yoo B.;Kim, Woo-Sung;Lim, Byung-Ha
    • Asia pacific journal of information systems
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    • v.21 no.4
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    • pp.1-25
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    • 2011
  • Internet-based commerce has undergone an explosive growth over the past decade as consumers today find it more economical as well as more convenient to shop online. Nevertheless, the shift in the common mode of shopping from offline to online commerce has caused consumers to have worries over such issues as private information leakage, online fraud, discrepancy in product quality and grade, unsuccessful delivery, and so forth, Numerous studies have been undertaken to examine the role of perceived risk as a chief barrier to online purchases and to understand the theoretical relationships among perceived risk, trust and purchase intentions, However, most studies focus on empirically investigating the effects of trust on perceived risk, with little attention devoted to the effects of perceived risk on trust, While the influence trust has on perceived risk is worth studying, the influence in the opposite direction is equally important, enabling insights into the potential of perceived risk as a prohibitor of trust, According to Pavlou (2003), the primary source of the perceived risk is either the technological uncertainty of the Internet environment or the behavioral uncertainty of the transaction partner. Due to such types of uncertainty, an increase in the worries over the perceived risk may negatively affect trust, For example, if a consumer who sends sensitive transaction data over Internet is concerned that his or her private information may leak out because of the lack of security, trust may decrease (Olivero and Lunt, 2004), By the same token, if the consumer feels that the online merchant has the potential to profit by behaving in an opportunistic manner taking advantage of the remote, impersonal nature of online commerce, then it is unlikely that the merchant will be trusted, That is, the more the probable danger is likely to occur, the less trust and the greater need to control the transaction (Olivero and Lunt, 2004), In summary, a review of the related studies indicates that while some researchers looked at the influence of overall perceived risk on trust level, not much attention has been given to the effects of different types of perceived risk, In this context the present research aims at addressing the need to study how trust is affected by different types of perceived risk, We classified perceived risk into six different types based on the literature, and empirically analyzed the impact of each type of perceived risk upon consumer trust in an online merchant and further its impact upon purchase intentions. To meet our research objectives, we developed a conceptual model depicting the nomological structure of the relationships among our research variables, and also formulated a total of seven hypotheses. The model and hypotheses were tested using an empirical analysis based on a questionnaire survey of 206 college students. The reliability was evaluated via Cronbach's alphas, the minimum of which was found to be 0.73, and therefore the questionnaire items are all deemed reliable. In addition, the results of confirmatory factor analysis (CFA) designed to check the validity of the measurement model indicate that the convergent, discriminate, and nomological validities of the model are all acceptable. The structural equation modeling analysis to test the hypotheses yielded the following results. Of the first six hypotheses (H1-1 through H1-6) designed to examine the relationships between each risk type and trust, three hypotheses including H1-1 (performance risk ${\rightarrow}$ trust), H1-2 (psychological risk ${\rightarrow}$ trust) and H1-5 (online payment risk ${\rightarrow}$ trust) were supported with path coefficients of -0.30, -0.27 and -0.16 respectively. Finally, H2 (trust ${\rightarrow}$ purchase intentions) was supported with relatively high path coefficients of 0.73. Results of the empirical study offer the following findings and implications. First. it was found that it was performance risk, psychological risk and online payment risk that have a statistically significant influence upon consumer trust in an online merchant. It implies that a consumer may find an online merchant untrustworthy if either the product quality or the product grade does not match his or her expectations. For that reason, online merchants including digital storefronts and e-marketplaces are suggested to pursue a strategy focusing on identifying the target customers and offering products that they feel best meet performance and psychological needs of those customers. Thus, they should do their best to make it widely known that their products are of as good quality and grade as those purchased from offline department stores. In addition, it may be inferred that today's online consumers remain concerned about the security of the online commerce environment due to the repeated occurrences of hacking or private information leakage. Online merchants should take steps to remove potential vulnerabilities and provide online notices to emphasize that their website is secure. Second, consumer's overall trust was found to have a statistically significant influence on purchase intentions. This finding, which is consistent with the results of numerous prior studies, suggests that increased sales will become a reality only with enhanced consumer trust.

Online ADR for the E-Commerce? European Union's ADR Legislation for Cross-Border Online Trade

  • Chung, Ha-Sung
    • Journal of Arbitration Studies
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    • v.25 no.3
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    • pp.135-154
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    • 2015
  • The European Union has adopted the ADR Directive and ODR Regulation in 2013 with the purpose to strengthen the e-commerce within the EU. Not covered by these legislations is the trade in the B2B sector. The author examines the question of whether online ADR under the currently applicable legal framework would be possible in Germany. At the center of his review is the possibility of an arbitration clause which refers exclusively to an online ADR scheme, may be included in the General Terms and Conditions of an online trader.

Developing Standards for Measuring Consumer's Impulse Purchasing in Internet Shopping Mall and Analysis of Characteristics (인터넷 쇼핑에서의 충동구매 측정을 위한 척도의 개발 및 특성분석)

  • Chang, Hyun-Sun
    • Journal of Families and Better Life
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    • v.27 no.4
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    • pp.127-139
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    • 2009
  • The purpose of this study was to develop a standardized scale to measure consume's impulse purchasing in internet shopping mall. As internet shopping is expanding rapidly, the consumer's impulse purchasing in the internet shopping is also increased. A preliminary 26-item scale was developed through a literature review. 1230 consumers responded to an online survey using the preliminary scale. This research was made with the intention of not only supplying the academic data on the consumer's impulse purchasing but also understanding the consume's basic behavior patterns in internet shopping mall. Then A series of tests, such as test-retest, item-to-total correlation, Cronbach's reliability coefficient and factor analysis, were conducted using the survey data. The final scale with 20-items was constructed in the end. The consume's impulse purchasing in internet shopping mall Scale for Consumers consisted of 4 factors.

The Effects of Highlighted Review Type on Consumer's Perception and Behavior: Focusing on Review Usefulness and Skepticism (강조된 리뷰 노출 방식에 따른 소비자 행동 연구: 리뷰의 유용성과 회의감을 중심으로)

  • Junho Kim;Il Im;Taeyoung Kim
    • Information Systems Review
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    • v.23 no.3
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    • pp.25-50
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    • 2021
  • Though there have been a lot of studies about online product review, the effects of highlighted reviewhave not been examined enough. Highlighted review is a type of review that the platform designer changes its size or position in order to highlight without any sponsorship or incentive. The main subject of this study is about how highlighted review type affects consumer's perception and behavior in online information acquisition. We collected data from 171 subjects to test hypotheses. Using three different types of screen captures, we compared three groups - general review group, positive highlighted review only group, and both positive and negative highlighted review group. As a result, disclosing both of positiveand negative highlighted review was perceived more useful than disclosing only positive highlighted review. However, correlation between highlighted review type and review skepticism was not statistically significant. The impacts of review usefulness and skepticism on platform credibility were statistically significant, and the correlation between platform credibility and usage intention was also significant. All of results is almost similar across two product types, search goods and experiential goods. This research provides practical implications to online shopping platform designers when they design review systems to make people use their platforms.

Too Much Information - Trying to Help or Deceive? An Analysis of Yelp Reviews

  • Hyuk Shin;Hong Joo Lee;Ruth Angelie Cruz
    • Asia pacific journal of information systems
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    • v.33 no.2
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    • pp.261-281
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    • 2023
  • The proliferation of online customer reviews has completely changed how consumers purchase. Consumers now heavily depend on authentic experiences shared by previous customers. However, deceptive reviews that aim to manipulate customer decision-making to promote or defame a product or service pose a risk to businesses and buyers. The studies investigating consumer perception of deceptive reviews found that one of the important cues is based on review content. This study aims to investigate the impact of the information amount of review on the review truthfulness. This study adopted the Information Manipulation Theory (IMT) as an overarching theory, which asserts that the violations of one or more of the Gricean maxim are deceptive behaviors. It is regarded as a quantity violation if the required information amount is not delivered or more information is delivered; that is an attempt at deception. A topic modeling algorithm is implemented to reveal the distribution of each topic embedded in a text. This study measures information amount as topic diversity based on the results of topic modeling, and topic diversity shows how heterogeneous a text review is. Two datasets of restaurant reviews on Yelp.com, which have Filtered (deceptive) and Unfiltered (genuine) reviews, were used to test the hypotheses. Reviews that contain more diverse topics tend to be truthful. However, excessive topic diversity produces an inverted U-shaped relationship with truthfulness. Moreover, we find an interaction effect between topic diversity and reviews' ratings. This result suggests that the impact of topic diversity is strengthened when deceptive reviews have lower ratings. This study contributes to the existing literature on IMT by building the connection between topic diversity in a review and its truthfulness. In addition, the empirical results show that topic diversity is a reliable measure for gauging information amount of reviews.

A multi-channel CNN based online review helpfulness prediction model (Multi-channel CNN 기반 온라인 리뷰 유용성 예측 모델 개발에 관한 연구)

  • Li, Xinzhe;Yun, Hyorim;Li, Qinglong;Kim, Jaekyeong
    • Journal of Intelligence and Information Systems
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    • v.28 no.2
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    • pp.171-189
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    • 2022
  • Online reviews play an essential role in the consumer's purchasing decision-making process, and thus, providing helpful and reliable reviews is essential to consumers. Previous online review helpfulness prediction studies mainly predicted review helpfulness based on the consistency of text and rating information of online reviews. However, there is a limitation in that representation capacity or review text and rating interaction. We propose a CNN-RHP model that effectively learns the interaction between review text and rating information to improve the limitations of previous studies. Multi-channel CNNs were applied to extract the semantic representation of the review text. We also converted rating into independent high-dimensional embedding vectors representing the same dimension as the text vector. The consistency between the review text and the rating information is learned based on element-wise operations between the review text and the star rating vector. To evaluate the performance of the proposed CNN-RHP model in this study, we used online reviews collected from Amazom.com. Experimental results show that the CNN-RHP model indicates excellent performance compared to several benchmark models. The results of this study can provide practical implications when providing services related to review helpfulness on online e-commerce platforms.

The Effect of eWOM Information Characteristics and Brand Community Experience Value on Brand Trust, Conversion

  • HAN, Sang-Seol
    • The Journal of Industrial Distribution & Business
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    • v.13 no.4
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    • pp.35-49
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    • 2022
  • Purpose - According to the recently changing consumer smart environment and consumer decision-making process, this study investigates the structural relationship between electronic(online) WOM information characteristics and brand community experience value types on specific brand reliability and brand transformation. In particular, the characteristics of word of mouth information and the experience value of brand community users were divided into detailed fac tors and approached. Methodology - In order to proceed with this study, we review previous studies and setting hypotheses. The hypothesis was verified through a survey that was conducted for the consumers with online consumption activities in less than six months. With reference to previous studies, operational definition was made for the questionnaire design. In order to verify the hypothesis, 282 people were statistically analyzed through the survey This data were used for AMOS for confirm hypothesis established. Results - eWOM information characteristics were classified into usefulness, timeliness and un-bias, and online community experience values were classified into interaction, playfulness, and virtuality. In addition, it is to investigate the relationship between the brand reliability and user's experience value in brad community. The main results are as follows. The first result was that usefulness and un-bias, which are the eWOM information characteristics had a positive effect on forming brand reliability. However, the factor of timeliness did not affect brand reliability. Second, in terms of user experience value and brand reliability in the brand community. It was fo und that experience values such as interaction, playfulness, and vituality all had a positive influence on brand reliability. Third, it was found that brand reliability has a positive influence on the on-line conversion activity of users. Conclusions - Through this study, the field of online consumer behavior research is expanding, and this study suggested that careful management is necessary according to the type or characteristics of eWOM information. Additionally, it presents the importance of the user's empirical value in the brand community influencing brand attitude and reliability. In practice, the implementation of the marketing communication mix in digital marketing has recently been underway to enhance the conversion behavior of users. At this level, it also reveals the preceding factors that increase user conversion behavior.