• 마케팅과학연구
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• 제17권1호
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• pp.23-49
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• 2007

본 연구에서는 인터넷쇼핑몰의 고객만족, 고객신뢰 및 고객애호도에 관련한 문헌고찰을 통해 이들 연구요인간의 구조모형을 도출한 후 이러한 요인들 간의 경로관계나 구조적 모형이 인터넷 전문쇼핑몰과 종합쇼핑몰 유형에 따라 어떤 차이와 유사점을 보이는지를 분석하고자 하였다. 본 연구의 분석결과를 요약하면 다음과 같다. 첫째, 본 연구모형은 인터넷 종합쇼핑몰과 전문쇼핑몰 모두에서 앙호한 적합지수를 보여주었으며 제안된 연구가실이 두 가지 유형의 인터넷 쇼핑몰 모두에서 강력한 설명력과 경로계수를 가지는 모형임이 확인되었다. 둘째, 인터넷 전문쇼핑몰과 종합쇼핑몰로 구성된 다중모집단 분석을 실시한 결과 잠재계수, 경로계수, 측정오차의 동질성 분석 모두에서 유사성이 있는 것으로 파악되었다. 셋째, 통합표본에 따른 경로분석을 실시한 결과 연구변수들 간에 비교적 밀접한 관계구조를 형성함이 실증적으로 확인되었다. 인터넷 쇼핑몰의 형태에 관계없이 고객만족 고객신뢰 고객애호도의 역할과 구조관계의 정립 및 관리는 관련된 기업의 핵심적인 과업이 되어야 할 것이다. 동시에 쇼핑몰 유형에 따라 관계정도와 우선순위가 다른 점을 감안하여 각기 다른 차별적 마케팅전략을 발굴하고 개발해 나가야 할 것이다.

• 정보관리연구
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• 제40권4호
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• pp.151-171
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• 2009

This study is to investigate dissatisfaction behavior of customers who purchase products on the Internet shopping mall and to find customers' dissatisfaction behavior types for effectively responding to that. Managing dissatisfaction behaviors are related to the customer satisfaction. To conduct this study, Call Center data was collected and analysed by qualitative method. The results showed that dissatisfaction of product quality and disappointment have different effects on post--purchase behaviors. Customers who feel more dissatisfaction with product quality showed the aggressive response such as exchange, refund, while customers who feel disappointment are likely to switch the shopping mall or to cancel the order. These results of customers' dissatisfaction behaviors indicate that company has to manage both product quality and the customer's experience dimension.

• 한국산업정보학회:학술대회논문집
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• 한국산업정보학회 2008년도 추계 공동 국제학술대회
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• pp.537-544
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• 2008

The purpose of this study is to find essential delivery service quality elements of internet shopping mall and to investigate the relationship among delivery service quality, satisfaction, trust, and loyalty in the area of internet shopping malls. To do so, theoretical literature review and empirical survey accomplished. The empirical results of this study are summarized as follows. Firstly, accuracy, quickness, safety, information providing, and institutional guarantee have a positive influence on satisfaction. Secondly, accuracy, quickness, information providing, and institutional guarantee have a positive influence on trust. Lastly, satisfaction has a positive influence on trust, and both of satisfaction and trust have a positive influence on loyalty in internet shopping malls. From the analyses of this study, we offer several implications both theoretical and practical perspective.

• Asia pacific journal of information systems
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• 제11권4호
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• pp.135-153
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• 2001

Internet business is transforming the current structure and way of shopping behaviors. As a frontier area of internet business, internet shopping mall industry is influenced by this trend. In this shopping situation, shopping objects and information on the object are separated, which makes consumers to decide on the contents and marketing function offered by the shopping mall. This study proposes an integrated model including the influencing factors on customer royalty in Internet shopping environments. Eight hypotheses are proposed based on previous research in Internet marketing and information systems. The results are quite supporting the model and hypotheses. The contents structure, marketing activities, and customer satisfaction in the internet shopping environment influence shopping experience, next purchases and reference to other people. The proposed model and empirical results would contribute to setting up strategy of Internet shopping mall industry, and also to future research in information systems and Internet marketing.

• 한국융합학회논문지
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• 제12권6호
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• pp.127-137
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• 2021

한국의 사회적경제 육성정책은 관주도 정책이며, 이것은 얼마만큼 주민들에게 알려졌냐에 따라 성패가 좌우된다. 전남사회적경제 인터넷쇼핑몰도 관주도로 성립됐으나, 인지도가 낮은 편이다. 본 연구는 전국 최초 사회적경제 인터넷 쇼핑몰인 '전남사회적경제쇼핑몰'의 고객신뢰도와 충성도간의 영향을 알아보고, 대중적 홍보방향에 대해 살펴본다. 사회적 경제 인터넷 쇼핑몰 회원 267개 표본을 활용하여 SPSS 22.0 프로그램으로 검증했다. 연구결과, 쇼핑몰 특성은 고객 신뢰도와 충성도에 유의한 영향을 미쳤고, 신뢰도와 충성도간에 매개역할을 수행하였다. 거주지역, 구매목적은 쇼핑몰특성, 신뢰도, 충성도간에 조절효과를 가졌다. 전남 사회적경제 쇼핑몰만을 대상으로 했으므로, 타 쇼핑몰과의 비교연구가 부족하다는 연구한계가 있다. 향후 지역별 사회적경제 기업제품 연구와 관련하여 비교평가가 이뤄져야 할 것이다.

• 디지털산업정보학회논문지
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• 제5권2호
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• pp.185-197
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• 2009

The Purpose of this study was to investigate of university students' perceived Service Qualities on the internet fashion and apparel shopping malls. This survey was carried out with real customers. Data were obtained from 197 internet fashion shopping mall consumer(university students) who have bought fashion products. Questionnaires related to service quality, perceived service value and loyalty. This study was investigated with focused on customer of university students itself. To find relationships among variables, exploratory factor analysis and multiple regression was carried out with collected data. The resulted were as follows: 1. The service quality dimension of fashion internet shopping malls were external quality of web, reliability quality and emotional quality. 2. The all of service quality dimensions of internet fashion and apparel shopping malls had an effect on university students perceived value and loyalty.

• 한국의류학회지
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• 제33권4호
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• pp.586-597
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• 2009

The purpose of this study is to identify the moderating effect of Internet lifestyle among relational benefits effect, customer satisfaction and customer loyalty on the Internet shopping mall. For the study, utilizing the convenient sampling method, the sample of study was composed of female and male adults aged between 20 and 30 living in Seoul metropolitan area who had experienced purchase of fashion products on the web. Of 350 distributed, 311 useful questionnaires were returned. The survey research design was employed with structured questionnaire. For data analysis, descriptive statistics, factor analysis, reliability analysis, cluster analysis and multiple-regression analysis were used. The results of this study are as follows: The results of Internet lifestyle were regarding 4 cluster of Internet lifestyle. 1) information seeking type, 2) shopping maniac type, 3) social gathering type and 4) passive follower type were obtained. The interaction of psychological benefits and the type of Internet lifestyle affected customer satisfaction positively. The interaction of customer satisfaction and Internet lifestyle reinforced customer loyalty. Especially interaction of shopping maniac type among Internet lifestyle types and customer satisfaction affected customer loyalty strongly.

• 대한안전경영과학회지
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• 제12권2호
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• pp.139-146
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• 2010

The advent of Internet has greatly increased the ability of companies to conduct their business faster, more accurately, over a wider range of time and space, at reduced cost and with the ability to customize and personalize customer offerings. However it may be difficult for companies to sustain a long-run survival in competition environment of e-business. The purpose in this study is to analyze the relationship among site loyalty characteristics, customer's repurchasing intention and switching intention of internet shopping mall. The results showed that reputation variables of internet shopping mall only affected significantly e-loyalty. And the relationship among e-brand loyalty, customer's repurchasing intention and switching intention was significantly supported.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2006년도 추계 학술대회
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• pp.267-274
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• 2006

This paper reports on a study investigating key attributes of service recovery strategies in internet shopping mall. In theses day, service recovery has received important attention in the service operation management literature. Service recovery involves those actions designed to resolve problems, alter negative attitudes of dissatisfied consumers and to ultimately retain these customers. The study examined that service recovery strategies(apology, value added, speed of recovery, empowerment) impact on the customer satisfaction and customer loyalty with SEM(Structural Equation Modeling). This study can be used a strategic implication for internet shopping mall managers to develop successful service recovery strategies.

• 한국산업정보학회논문지
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• 제11권2호
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• pp.29-39
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• 2006

온라인 쇼핑몰을 운영함에 있어서 서비스 품질과 신뢰는 매우 중요한 사안이다. 본 연구는 온라인 서비스 품질과 신뢰가 고객만족과 충성도에 미치는 영향을 살펴보고, 그 상대적 영향력을 분석하는데 초점을 맞추었다. 아울러 온라인 상황에서 서비스 품질의 여러 요소가 전반적 서비스 품질에 미치는 영향과 신뢰의 여러 요소가 전반적 신뢰에 미치는 영향을 분석하였다. 그 결과, 전체적으로 서비스 품질보다 신뢰가 더 큰 영향력을 미치고 있음을 밝혔다.