• Management & Information Systems Review
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• v.31 no.2
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• pp.143-172
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• 2012

While e-commerce market(B2C) grows rapidly, many experts argue that EC(B2C) transactions have not reached its full potential. A notable difference between online and offline consumer markets that is suppressing the growth of EC(B2C) is the decreased presence of human and social elements in the online shopping environments. Generally online shopping lacks human warmth and sociability. In this study, social presence in online shopping mall was proposed as a substitute for face-to-face social interaction in the traditional commerce and author explored what variables affect social presence(human warmth and sociability) on online shopping malls and how human warmth and sociability can influence on online store loyalty. To achieve research objectives, we reviewed literatures related with marketing, psychology and communication research areas. Based on literature review, we proposed a research model on the online shopping mall. To examine the proposed research model, we gathered data by using a self-report questionnaire. Respondents consists of online shoppers with at least five or more times of purchase experience in online shopping malls. Because social presence is a feeling which needs frequent contacts with malls to experience, respondents must have enough purchase experiences. The empirical results are as follows : First, shopping mall's customization efforts influence perceived social presence on the mall significantly. Second, shopping mall's responsiveness influences perceived social presence significantly. Third, perceived activity of community of online shopping mall influences perceived social presence significantly. Mall managers have to activate their customer community to reinforce social presence, resulting in trust building. Finally, perceived social presence influences trust and enjoyment on the mall significantly. And then trust and enjoyment on the mall affect store loyalty significantly. From these findings it can be inferred that perceived social presence appears determinant which is critical to the formation of core variables(trust and loyalty) in existing online shopping papers.

• International Commerce and Information Review
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• v.10 no.2
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• pp.63-87
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• 2008

This study investigates the relationship between perceived system characteristics of Internet shopping mall and loyalty, and examines how perceived website attractiveness and flow play mediating roles between perceived system characteristics of Internet shopping mall and affective commitment in the context of Internet clothing shopping mall. For these purposes, the author developed a structural model which consists of several variables. In this model, perceived system characteristics of Internet shopping mall that consist of such as familiarity, reputation, uniqueness, positive emotion, self-efficacy, and interactivity were proposed to affect the website attractiveness and flow, and in turn, result in higher affective commitment. Thus, perceived website attractiveness and flow were proposed as core mediating variables between perceived mobile service characteristics and affective commitment. To test unidimensionality and nomological validity of the measures of each construct, the author employed scale refinement procedure. The results of reliability test with Cronbach's, and confirmatory factor analysis warranted unidimensionality of the measures for each construct. In addition, nomological validity of the measures was warranted from the result of correlation analysis.

• CRM연구
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• v.2 no.1
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• pp.15-32
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• 2009

Companies consider customers as an equity, which is expected to increase customer loyalty. However, customer loyalty does not linearly increase in real world by the customer equity always. This research investigates a mediating variable which influence the relationship between customer equity drivers and customer loyalty. We focus on customer value as a customer equity driver which is the most basic factor among customer equity drivers. We examine that online trust as a mediator between the customer value and customer loyalty in on online shopping mall context. Customer value consists of perceived convenience, quality, and price. Findings indicate that online trust mediates the relationship between customer value and customer loyalty. Especially, online trust perfectly mediates the perceived convenience and the perceived quality. The perceived convenience influences online trust most significantly and perceived quality and perceived price are following in the order of strength. Our results implicate that online trust is an important mediator of the relationship between customer equity and customer loyalty in online shopping mall context and need to be managed as a customer relationship management index to increase customer loyalty. In addition, perceived convenience is the most important factor to increase online trust in matured online market.

• Journal of Information Technology Applications and Management
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• v.14 no.2
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• pp.129-149
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• 2007

The purpose of this study is to examine the effect of relationship orientation factors on customer satisfaction and loyalty in Internet shopping malls. Based on previous exploratory work and a review of the literature of relationship marketing, six key factors of relationship orientation construct are identified: trust, bonding, communication. shared value. empathy and reciprocity. And a conceptual model is developed and seven research hypotheses are empirica1ly examined using structural equation modelling. The results show that bonding, shared value and reciprocity has statistically significant effect on the trust of online customers and trust has a positive influence on customer satisfaction and loyalty in Internet shopping malls. Theoretical. managerial and research implications are discussed.

• Journal of the Korea Fashion and Costume Design Association
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• v.15 no.3
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• pp.51-67
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• 2013

This study aims to examine impacts of the Internet shopping orientation of Korean and Chinese consumers on their selection criteria of shopping malls and apparel products, frequencies and amounts of purchase, and information search in the Internet shopping mall. A survey was carried out with Korean and Chinese female consumers in their 20s and 30s who have the Internet shopping experiences. The results of this study were as follows: First, the Internet shopping orientation of Korean and Chinese respondents clearly showed factorial structures including the pleasure-conscious, fashion-conscious, price-conscious, and convenience-conscious orientation. From a result of the cluster analysis on four factors of the Internet shopping orientation, Korean and Chinese respondents were classified into three groups of the Internet shopping-unconscious, the Internet shopping-loyalty, and pleasure convenience-conscious. Second, there were significant differences in selection criteria of both the Internet shopping mall and apparel products among three groups of the Internet shopping orientation in Korea and China. Third, significant differences were identified in visiting frequencies, apparel purchase frequencies and amounts, payment methods, and information sources during the Internet shopping among three groups of the Internet shopping orientation in Korea and China.

• Journal of the Korean Society of Clothing and Textiles
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• v.29 no.9_10 s.146
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• pp.1285-1294
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• 2005

This study was fulfilled in the purpose of proposing construction strategies of Internet shopping-mall through the analysis of consumer moving line in Internet shopping-mall. This study was executed in two stages: theoretical study, qualitative study. In the theoretical study, hypothetical Internet shopping behavior model were constructed. Five internet shopping behavior types of apparel : purchase, searching purchase, prepurchase deliberation, information accumulation, opinion leadership and recreation were constructed. Next, consumer decision process were extracted from previous studies and a hypothetical internet shopping behavior model was constructed on the base of consumer decision process and Internet shopping behavior types. And then, through the qualitative study, Internet shopping behavior types were identified and hypothetical model was confirmed after adjustment. For qualitative study, 30 subjects were sampled by focus sampling and investigated by in-depth interview and observation. Seven internet shopping behavior types of apparel were found by the qualitative study: cautious purchase by price comparison, searching purchase, special low price purchase, impulse purchase, prepurchase deliberation, information accumulation and recreation-oriented. On the base of these behavior types, Internet shopping behavior model was adjusted and completed. Finally, according to the results of this study, Internet shopping construction methods that made customer's loyalty high and marketing strategy of Internet shopping-mall were proposed.

• The Journal of Information Systems
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• v.19 no.3
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• pp.13-34
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• 2010

As consumers participate in sharing their experiences, they become a powerful information source in online shopping malls. Previous studies have investigated information service in the company-created information perspective and trust in the company perspective. This study extends the perspective of company-consumers to consumers-consumer perspective in information satisfaction and trust. Also, this study suggests loyalty as voluntary behaviors and adds helping behavior to the loyalty. Our results show that information satisfactions influence trust in the information sources such as company and consumers. Moreover, trust in company and trust in consumers influence loyalty differently. While trust in company influences recommending stronger than trust in consumers, trust in consumers influence helping and repurchasing stronger than trust in company.

• Korean Management Science Review
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• v.20 no.1
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• pp.149-163
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• 2003

The emergence of Internal has established a huge virtual exchange market, and the innovative e-commerce has changed a way of distributing goods and services. This paper concerns the issues of customer's loyalty to maintain the customer retention between individual and Internet shopping mall. We use the concept of customer's perceived value, satisfaction, and trust, in order to explore and explain the formation process of customer loyalty. A survey data has been collected through the hep of internet research institution. A statistical analysis shows that a subset of customer's perceived value has positive Impact on satisfaction, which in turn has also positive influence on trust, Increasing the level of customer's loyalty. We also provide a brief discussion of strategic guidelines about analytic results.

• The Research Journal of the Costume Culture
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• v.15 no.1 s.66
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• pp.179-192
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• 2007

The purpose of this study was to investigate the relationship among fashion retail-entertainment, store image and store loyalty. Two hundred eleven who female college students living near Seoul area participated in this study. Two hundred sample used for data analysis. For data analysis, frequency, factor analysis, correlation analysis and multiple regression analysis were used. The results were as follows: First, fashion retail-entertainment had 4 factors such as shopping environment, sales service, dining facilities, and others. Store image composed of psychological image, merchandise mix, customer service, and advertising exposure. Store loyalty had 3 factors; cognitive loyalty, intentional loyalty, emotional loyalty. Second, retail-entertainment factors had positive influences on store image and store loyalty. Third, store image had positively affected on store loyalty. Based on these results, successful strategies for fashion retail-entertainment business would provide.

• International Journal of Costume and Fashion
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• v.10 no.1
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• pp.15-27
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• 2010

This study investigates the differences of e-service quality depending on image interactivity technology and the influences of e-service quality on purchasing involvement and customer loyalty. Online shopping malls have made toward satisfying customers' shopping experience owing to the advance of technology. Above all, it is important to prove effectiveness of this technology to introduce it. Therefore, the purpose of this study is to test effectiveness of Image Interactivity Technology (IIT) which has been introduced by some shopping malls. For this study three shopping malls were designed as stimuli that have the different level of IIT. The women of 20-30 who have bought fashion products in online shopping malls participated in the quantitative research. Total 592 were used for the statistical analysis. Descriptive statistics, cross tabulation analysis, factor analysis, reliability analysis, one-way ANOVA, and multiple regression were implemented. Four factors of e-service quality were extracted. The 3D avatar shopping mall was higher than the others in those factors. Besides, e-service quality factors influenced purchasing involvement and customer loyalty. Therefore, online shopping malls are advised to introduce IIT and improve e-service quality