• 복식
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• 제60권10호
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• pp.146-162
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• 2010

The purposes were to identify clothing shopping orientation and service perception of online shopping mall according to Mongolian's internet lifestyle. A questionnaire developed by researchers was used and 310 Mongolian in 20's were the subjects. Survey was done during Jan. and Feb. 2010. Most Mongolian used internet at home or office and had used internet less than one year. Half of Mongolian visited online shopping mall less than 5 times during last year. Most Mongolian did not buy any fashion items at online mall but had higher intention to shop at online mall. Factors of Mongolian's internet lifestyle were information search, shopping pursuit, and utilizing ability and segmented into internet heavy users and light users. Factors of fashion shopping orientation were individuality & brands, fashion, diversity, economy, pleasure, and efficiency and factors of online shopping mall service were order & delivery and products. Internet heavy users were found more frequently among married men with high income, experienced online shopping more, showed higher fashion shopping orientation, and pursued online shopping mall service more. Internet light users were among unmarried women with low income, not experienced online shopping, showed lower fashion shopping orientation, and pursued online shopping mall service less.

• 동아시아경상학회지
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• 제6권2호
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• pp.14-27
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• 2018

Purpose - The purpose of this study is to analyze the effect of 'delivery service quality' of online fresh food shopping malls on 'e-satisfaction' and 'repurchase intention' of online customers. Research design, data, and methodology - To demonstrate the relationship between the delivery service quality of online fresh food shopping mall and the e-customer satisfaction and repurchase intention, the research model was designed with 5 sub-factors (promptness, accuracy, economy, safety, information) based on the contents of previous studies. The data collection is conducted with sampling survey. The participants are customers who have visited, purchased and received their orders within the last 6 months in online fresh food shopping malls. This study analyzed collected data, then confirmed and finalized the hypothesis by using IBM SPSS Statistics 21.0 statistical program. Results - Hypothesis 1: The service quality of online fresh food shopping mall will have a statistically significant effect on online customers' e-customer satisfaction. Hypothesis 2: The service quality of online fresh food shopping mall will affect the repurchase intention of online customers. Hypothesis 3: The e-customer satisfaction of online fresh food shopping mall will have a statistically significant effect on repurchase intention. Among the 5 sub-factors (promptness, accuracy, economy, safety, information) of delivery service quality, three factors such as promptness, accuracy, and safety have stronger influence on e-satisfaction and repurchase intention of online customers. Conclusions - This study has proven the feasibility and viability of the hypotheses that 1) The excellent delivery service quality of an online fresh food shopping mall primarily affects e-customer satisfaction; and that 2) Ecustomer satisfaction will secondarily serve to improve repurchase intention.

• 패션비즈니스
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• 제13권6호
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• pp.99-110
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• 2009

The purpose of this study is 1) to investigate the Web content of online shopping agencies and to see if differences exist in their contents and 2) to suggest strategies for online shopping agencies. For the study, the online shopping agency components of web sites were investigated, which consisted of product, information, and customer service. Each component had sub-categories. In order to analyze the Web content of online shopping agencies, nine agencies were chosen based on the rankings of www.rankey.com and www.100hot.co.kr. The content analysis was conducted from January 5th to the 30th of 2009. The results showed that the basic Web content of online shopping agencies (i.e., product, information, and customer service) was evident on most sites. However, products were similar and effective information and labor-saving functions were sparsely used. Areas where customers actively participated were limited. Therefore, most sites need to reinforce their content by providing a well-articulated product, information, and customer service for shoppers and to differentiate their Web site identities.

• 산업경영시스템학회지
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• 제43권2호
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• pp.87-97
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• 2020

The purpose of this study is to suggest the characteristics of online shopping malls and find a way to establish a differentiated marketing Strategy for online shopping malls in China. This study investigated the effect on the loyalty by applying the perceived shopping value (Hedonic Value, Utilitarian Value) of consumers in online shopping malls. In addition, In order to grasp the factors affecting consumer loyalty in online shopping malls, the characteristics of online shopping malls are multidimensional, consisting of product characteristics, recommended quality, benefit services, and community services. In order to obtain the purpose of the study, a questionnaire was surveyed for chinese online shopping experience and the research model was verified through empirical analysis method. Statistical analysis program was used together with SPSS 24.0 and AMOSS 24.0. Looking at the results of the analysis, firstly, the recommended quality and benefit service of online shopping malls are positive for the perceived hedonic value of consumers. The product characteristics and community service were found to have no effect on the hedonic shopping value. Secondly, the product characteristics, recommended quality, benefit service, and community service of online shopping malls on the utilitrian value perceived by consumers were positively affected. Thirdly, the perceived hedonic value has a positive effect on loyalty. Finally, it was confirmed that perceived utilitrian value affects loyalty. Based on the results of this study, a differentiated marketing strategy was established for existing chinese online shopping mall operators and potential new operators as well.

• 한국콘텐츠학회논문지
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• 제19권5호
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• pp.443-454
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• 2019

온라인 쇼핑 시장 경쟁이 심화되면서 온라인 쇼핑 플랫폼 사업자간 경쟁은 판매자 확보 경쟁으로 이어지고 있다. 이에 본 연구는 국내 온라인 쇼핑 플랫폼 가운데 판매자들이 선호하는 플랫폼이 무엇이며, 선호하는 플랫폼에 따라 플랫폼 선택 시 고려하는 요인에 차이가 있는지를 분석하였다. 더불어 모바일을 통한 온라인 쇼핑의 보편화로 간편결제서비스 이용이 증가함에 주목하여, 판매자들이 선호하는 간편결제서비스와 선호하는 서비스에 따라 서비스 선택 시 고려하는 요인에 차이가 있는지를 분석하였다. 연구 결과, 판매자들은 온라인 쇼핑 플랫폼 선택 시 명성, 결제편리성, 검색편리성을, 간편결제서비스 선택 시에는 사용편리성, 결제편리성, 수수료를 주요하게 고려하는 것으로 나타났다. 한편 선호하는 온라인 쇼핑 플랫폼에 따라 명성, 검색편리성, 수수료, 결제편리성 요인에 대해, 선호하는 간편결제서비스에 따라 사용편리성, 보안성 요인에 대해 고려하는 정도에 차이가 있는 것으로 밝혀졌다.

• 마케팅과학연구
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• 제19권4호
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• pp.57-63
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• 2009

随着电子商务指数式增长(电子商务), 营销人员正试图获得通过强调服务质量和服务方面的相互作用而导致客户满意度或行为后果的竞争优势. 特别是对于服装, 服务质量是鼓励客户电子忠诚的关键因素之一, 并增加电子商务中服装零售的成功. 因此, 本研究探讨电子服务质量(电子SERVQUAL)的因素和根据Parasuraman等人(2005)的研究框架对网上服装购物的电子忠诚度的独特影响. 这项研究的具体目标是确定的基本层面的E - SERVQUAL, 分析有关在网上服装购物中电子SERVQUAL对点在忠诚度的影响的结构模型. 对于服务质量, 在网上购物方面的理论框架, 我们比较分析了有关传统和电子服务质量的因素的文献并确定了核心的两个方面和恢复服务. 这项研究的假设是电子SERVQUAL对电子忠诚度的影响. 客户满意度对电子服装网上购物服务的忠诚度有积极影响和客户满意度在电子SERVQUAL对服装网上购物电子忠诚度影响中的中介作用. 根据文献我们制成了一份自填式的问卷. 我们在美国从居住在大城市的有在网上购买服装产品的在线消费者中获得了252份有用的问卷. 通过因子分析(例如, 探索, 验证)评估了有效性和可靠性, 结构方程模型, 包括测量和结构模型, 通过线性结构8.8程序评估了包括测量和结构模型的结构方程模型. 结果显示, 网上购物网站的电子SERVQUAL的五个因素: 赔偿, 执行, 效率, 系统可用性和反应能力. 这支持在网上服装购物方面Parasuraman(2005)的E-S-QUAL包括两个方面的核心服务(如满足, 效率, 系统可用性)和恢复相关的服务(例如, 补偿, 回应). 在结构方程模型中, 有5个电子SERVQUAL因素的外生潜变量, 两个内生潜变量(例如客户满意度, 电子忠诚度). 对于测量模型, 各代表概念的因子载荷有显著的统计学意义, 比 0.60大, 内部一致性信从 0.85 至 0.8 8 不等. 在估计电子SERVEQUAL因素的结构模型, 系统的可用性对电子忠诚的直接和积极的作用, 而效率对网上服装购物的电子忠诚度有负面影响. 然而, 满足不是解释网上服装购物的电子SERVQUAL结果的重要指标. 这一发现意味着, 可被理解为系统提供服务的质量可能会增加对服装网上购物的客户满意度. 然而, 电子忠诚取决于服务质量没有被支持, 因为在网上服装购买中, 通过价值或满意度的中介作用, 服务质量对电子忠诚度(例如再购买意图)有间接影响. 此外, 获得赔偿和回应被发现对客户满意度有显著影响, 会影响网上服装购买的电子忠诚度. 因此, 获得赔偿和回应对电子忠诚度有显著的间接影响. 这表明, 恢复特定的服务因素在客户满意度最大化方面的重要作用, 以及维护客户对网上服装购物网站的忠诚度方面的重要作用. 研究结果在管理和研究方面都有启示. 时装营销者可以在建立与客户的长期关系的基础上, 不断测量顾客感知与恢复服务有关的服务质量等问题, 例如对问题和返回的迅速反应, 客户购买之后的问题赔偿. 为了保持电子忠诚, 在消费者购买服装中恢复服务对消费者第一次选择网站起到重要作用. 由于网上购物的消费者可以在任何地方购物, 提高竞争优势的营销策略是为消费者提供更好的服务质量, 最大限度地满意, 并把创造客户网上服装购买的电子忠诚度. 从研究的角度来看, 解释这些结果时, 本研究的一些局限需要被考虑. 对于未来的研究, 调查结果为这一重要主题理论和实证方面的进一步的研究提供了依据. 根据研究结果, 更全面的模型预测电子SERVQUAL的结果可以被开发和测试. 对全球时装市场, 这项研究可以扩展使用多国样本的跨文化的方法来研究服装的电子服务质量.

• Journal of Information Technology Applications and Management
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• 제16권4호
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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.

• 한국의류학회지
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• 제30권11호
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• pp.1618-1625
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• 2006

The purposes of this study were 1) to identify dimensions of fashion lifestyles of men of digital generation and online shopping mall service attributes, and 2) to find factors affecting general satisfaction and intention to purchase at online shopping malls. Data were obtained from 632 men aged between 15 and 39 who were using the internet. Fashion lifestyles produced five factors, fashion leadership, shopping enjoyment, brand pursuit, personality pursuit, and practicality pursuit. Internet service attributes included three factors, check-out service, after delivery service, and product presentation service. Significant determinants of general satisfaction were after delivery service, check-out service, product presentation service, and purchase experience in order. For intention to buy, after delivery service, check-out service, product presentation service, purchase experience, practicality, and household income level in order were significant. Finally, general satisfaction of purchase was a useful determinant of intention to buy. Implications were given for improving internet shopping mall services from the perspective of online fashion mall marketers.

• 유통과학연구
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• 제14권8호
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• pp.67-75
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• 2016

Purpose - This paper aims to measure the overall satisfaction of online grocery shopping and identify the quality components of online grocery delivery service. Furthermore, we examine the relationship between service quality, customer loyalty, customer satisfaction and intention of repurchase. Research design, data, and methodology - To test hypotheses, data was collected using questionnaires from online grocery shopping customers living in Korean local regions (Daejeon, Cheonan, Sejong). Quantitative research is applied using confirmative factor analysis and multiple linear regressions. Results - On the whole, customers are satisfied with the online grocery shopping. We found that convenience and reliability of grocery delivery service have a positive effect on the customer loyalty and customer satisfaction. Furthermore, we found that customer satisfaction has a mediating effect between convenience, reliability and customer loyalty. However, responsiveness of grocery delivery service does not have a positive effect on the customer loyalty and customer satisfaction. Conclusions - Since the quality of groceries are very sensitive to time and difficult to standardize, we need to analyze the quality components of delivery service unlike other commodities and find relationships with customer satisfaction, customer loyalty and repurchase intention. The results of research will contribute to providing satisfactory service and capturing loyal customers in retail industry.

• 스마트미디어저널
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• 제6권1호
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• pp.39-46
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• 2017

The internet has become an important part of the many aspects of people's daily lives such as work, study, entertainment and in form of electronic commerce, shopping. Electronic commerce is growing rapidly in Kenya. There are many successful business-to-business, business-to-customer and customer-to-customer online shopping companies in Kenya. As a consequence, competition between vendors is intense and, therefore, mitigating the negative effects of high product uncertainty is necessary requirement as it remains a biggest hindrance for success of the online shopping. The purpose of this research is to investigate how online product description, third party product assurance, customer service and website design mitigate the negative impact of high product uncertainty. A questionnaire with 28 items is designed to collect data from online customers. Using multiple regression analysis, the relationship between dependent variable (product uncertainty) and independent variables such as product description, third party assurance, website design and customer service is tested. The result shows that all the independent variables are negatively correlated with dependent variable, which means that product description, third party assurance, website design and customer service can be used by online vendors to lessen the problem of product uncertainty in online markets.