• Journal of the Korean Society of Costume
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• v.67 no.2
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• pp.116-130
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• 2017

Consumers who purchase products from foreign countries and deliver them back to Korea are increasing. According to the Korea Fashion & Textile News (2015), overseas direct shopping reported 39% increase compared to 2013. Furthermore, clothes accounted for 19% of product category. Therefore, the service quality of overseas purchase sites is becoming more important, but studies have been limited. this research focuses on investigating the effects of consumers' shopping orientation on service quality and the effects of service quality on trust, satisfaction, and consumer loyalty. The survey was administered to consumers who had experiences in purchasing through overseas direct purchase websites. The results showed that the perception of service quality differed depending on the respondent's shopping orientation. Among the four shopping orientation groups(shopping confidence, shopping enjoyment, trend pursuit, and shopping follower groups), the shopping confidence group showed the highest mean for all service quality factors. All the groups showed the highest scores on product and trust among the factors of service quality. Next, the results revealed that service quality positively influenced consumers' trust on websites that provide overseas direct purchase services, which further improved customer loyalty. Therefore, the study gives managerial suggestions to online retailers that provide oversea shopping service. They need to provide higher site efficiency, security, product reliability, and responsiveness to cultivate international customers' trust and satisfaction. In particular, it will be important for them to offer accurate, reliable product information and various languages for overseas customers.

• Journal of Korean Society for Quality Management
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• v.39 no.2
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• pp.217-233
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• 2011

This paper introduces service failure management on internet shopping environment. The purpose of this study is to find and improve service failure modes at the time of customer's complaint thereby reducing that. To achieve this purpose, this study combines the Service Blueprint which describes the online shopping process and FMEA which finds each encounter of service failures and proposes how to recover them. First of all this study generates internet shopping process using Service Blueprint then matches customer's purchase decision making process and company's service provide process. After this process customer complaint types in real purchasing process are fell in according to their occurrence and more frequently occurred complaint is more risky. Finally 6 Risk Priority Numbers(unfair exchange/return policies, slow response/poor customer service support, purchase arrived later than promised/deliverly service dissatisfaction, dissatisfaction short period to take back/exchange/cancels order, A/S or handle defective item) are extracted and suggest their improvement.

• Journal of Distribution Science
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• v.18 no.10
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• pp.53-64
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• 2020

Purpose: With the emergence of high technology in China, online shopping distribution of fresh agricultural products have been developing rapidly. This study built a model to investigate how perceived quality of products and logistic services, perceived risk, and perceived cost affect intention to buy fresh agricultural products in an Internet environment. Especially, in the purchasing process, attitude may work as an important mediator. Research design, data and methodology: To achieve the objectives of this study, Chinese respondents were asked to fill in a questionnaire through the China online survey website. With 520 available data, regression analysis was used to test the hypotheses. Results: Results indicate that perceived quality of fresh agriculture products and perceived logistics service quality have a significant positive impact on attitude and purchase intention. Results also reveal that perceived risk and perceived cost affect attitude and purchase intention negatively. Finally, results imply that attitude has a positive effect on purchase intention, which is the unique mediator in the online shopping process. Conclusions: This study suggests that managers in the online shopping distributions of fresh agricultural products should improve the quality of products and logistics services along with the reduction of the perceived risk and cost to compete in the China market.

• The Research Journal of the Costume Culture
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• v.21 no.1
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• pp.42-56
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• 2013

Nowadays the advantages of multichannel retailing strategy in fashion business have been widely discussed, but empirical research on fashion retail has been limited. The purpose of this research is to provide some ideas on multichannel retailing strategy to fashion retailers through the case of UNIQLO. The online survey was conducted on each 100 female customers in their 20s, 30s, 40s living in seoul among UNIQLO customers. The survey was consisted of measurement items for UNIQLO's online store image and offline store image, customer satisfaction, purchase intention, and demographic attributes. The online survey was found that 30.3% of UNIQLO's multichannel customers bought a product from offline store using online shopping mall as a search channel, on the other hand, 20.7% of UNIQLO's multichannel customers bought a product from online store using offline store as a search channel. Factors of the online shopping mall image were consisted of shopping convenience, product information, price policy, trust. And factors of the offline store image were consisted of trust and store, product information, service. Some factors of online store and offline store image had impact on multichannel customer satisfaction. And, customer satisfaction also had impact on purchase intention of UNIQLO product. Some suggestion for the future of multichannel research in fashion retailing was given.

• The Journal of Industrial Distribution & Business
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• v.12 no.4
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• pp.27-34
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• 2021

Purpose: While previous studies mainly focus on one shopping expectancy in the context of e-commerce or m-commerce, this study examines the relationship between consumers' performance and effort expectancy and their shopping intentions in the omnichannel retail environment in which both online and offline shopping channels are utilized concurrently in a single shopping journey. Research design, data and methodology: This study measured consumers' performance expectancy, effort expectancy, attitudes, and intentions toward an omnichannel shopping service. A survey was developed using an online survey platform and distributed to U.S. consumers for a 3-week period and 470 usable responses were obtained. The Confirmatory Factor Analysis and Structural Equation Modeling were performed to test the reliability and validity of the measurement model and research model portraying the hypothesized relationships among constructs. Results: The results confirm that both performance and effort expectancy from shopping affected consumers' attitudes toward omnichannel shopping. The positive attitudes increased their omnichannel shopping intentions. Conclusions: Retailers should promote omnichannel strategies as effective shopping tools to improve consumers' shopping experiences and outcomes. This study suggests that retailers should implement omnichannel strategies that synchronize the retail channels they offer and promote the strategies as effective means to enhance customers' shopping outcomes and experiences.

• Journal of Information Technology Applications and Management
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• v.24 no.1
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• pp.143-156
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• 2017

As the number of people going aboard is growing and technology is developed rapidly, Chinese customers are also getting better understanding about overseas products, and they hope to get less expensive and better ones, which leads to the growth of the online overseas purchasing agent service. In this paper, we tried to analyze the factors that impact the usage of online overseas purchasing agent service using the survey data. We found that customers pursue not only the reasonable prices but also enjoyment of shopping in the online overseas purchasing agent service. In addition, product scarcity and the information literacy of a customer were positively related with the use of online overseas purchasing agent service.

• Fashion & Textile Research Journal
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• v.14 no.1
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• pp.83-89
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• 2012

Recent rapid development of computer, information communication and Web service technologies is exerting considerable effects on all industrial areas. As such digital technologies are also introduced to the clothing and fashion industry and create 'virtual garment environment' consisting of 3D virtual bodies, virtual garments and virtual try-on systems, consumers are now able to try virtual garments on their virtual body online. This study was conducted in order to analyze consumers' tendency of clothing purchase using 3D virtual simulation technology, which is increasing attention throughout the world, and to propose strategies on the development of virtual try-on technology for activating apparel online shopping. The subjects of this study were men and women aged 18 or older living in the North Carolina State, U.S., and a questionnaire survey was conducted with them on their tendency of apparel online shopping and their preference for real garments and virtual garments. According to the results of this study, consumers' awareness of apparel shopping using virtual try-on was still low. Moreover, in the results of surveying consumers' purchase preference for real garments and virtual garments, preference was highest for real garment (P), which was followed by virtual garments OA, OB and BB. Based on the results of this study, for the activation of apparel online shopping using virtual simulation technology, it is considered necessary to provide services implementing virtual try-on similar to consumers' actual try-on. This requires further active research and technology development on virtual try-on simulation using digital technologies.

• Journal of the Korea Society of Computer and Information
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• v.27 no.10
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• pp.67-80
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• 2022

In this study, I analyzed the inducing and hindering factors of online shopping malls on browsers in the process of browsing fashion products in online shopping malls. In-depth interviews were conducted by presenting browsing-related questions to women in their 20s and 50s who are interested in browsing fashion products online. Based on the answers of the interviewees, using grounded theory, we analyzed and presented six factors such as price factor, promotion factor, purchase review factor, visual information factor, product information factor, and service factor. Based on inducing and hindering factors to browsing analyzed in this study, a strategy to design a browsing environment in terms of shopping malls was suggested, which will be helpful for practical strategies and marketing in related industries. Basic data will be presented in a thesis on a new type of shopping mall browsing environment related to the rapidly developing information and communication technology. In addition, the negative emotions experienced in relation to the detrimental factors of shopping malls in the browsing process are expected to be helpful in researching fashion product browsing related to consumer psychology.

• International Commerce and Information Review
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• v.18 no.2
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• pp.27-51
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• 2016

The purpose of this paper is to examine correlations between the facilitating factors of the B2C e-commerce and the online shopping and the overseas direct purchase for the purpose of suggesting the successful logistics operational strategies for the domestic parcel delivery service companies. This paper conducts wide literature reviews and empirical analyses on relationships between the facilitating factors of B2C e-commerce and the online shopping and the overseas direct purchase in B2C e-commerce. We built two regression equations that dependable variables are the turnover of online shopping and the amount of imports by international postal logistics services respectively. The former equation's estimation results show that all the independable variables are affecting the dependable variable in the long-term jointly. And, the results show that the change of the turnover of online shopping is affected not only by the change of the usage count of a credit card and the real GDP, but also by the change of the error-correction variable. The latter equation's estimation results show that all the independable variables are affecting the dependable variable in the long-term jointly. Futhermore, the results show that the change of the amount of imports by international postal logistics services is affected not only by the change of the usage count of a credit card, the exchange rate and the internet protocol IPv4, but also by the change of the error-correction variable. Based on these research results, a high advanced strategic approach for optimum parcel delivery services is highly required.

• 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.