• 한국의류학회지
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• 제41권2호
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• pp.266-280
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• 2017

This study predicted consumer approach/avoidance behavior through consumer emotional experiences and examined the moderating effect of perceived surprises in the context of digital signage in store environments. A self-administered questionnaire consisted of consumer emotional experience (e.g., pleasure, arousal, and dominance), approach-avoidance behavior and perceived surprise by digital signage. A total of 278 usable responses were obtained from consumers who experienced digital signage at fashion retail stores. The findings support the Mehrabian-Russell model in the context of digital signage. Approach behavior was predicted by pleasure and arousal emotional experience, while avoidance behavior was predicted by dominance. The moderating effect of perceived surprise was also indicated in the effect of emotional experience on approach or avoidance behavior. In the high level of perceived surprise, pleasure and arousal had significant effects on approach behavior, whereas dominance had significant effect on avoidance behavior. This study discussed theoretical and managerial implications for creating emotional experiences and developing strategic store management by utilizing new digital technology within the fashion retail environments.

• 서비스연구
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• 제13권2호
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• pp.130-145
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• 2023

금융의 디지털 전환(Digital Transformation)은 가속화되고 있으며, 디지털 뱅킹은 이미 은행의 주요한 채널로 자리 잡았다. 은행은 전통적으로 '고객 관계 관리(CRM)'를 중요시해왔으며, 장기거래, 일정 잔액 이상의 계좌 보유, 대출 보유 등 은행에 기여도가 높은 주거래 고객, 즉 '충성고객'을 유지하고자 노력해 왔다. 이러한 상황에서 본 연구는 국내 제1금융권 디지털 뱅킹 정기예금 소비자 데이터를 기반으로 그들의 행동 실태를 탐색적으로 분석하였다(표본수 1,145개). 연구의 주요 결과를 요약하면 다음과 같다. 먼저, 세대별 디지털 뱅킹 정기예금 가입 형태를 분석한 결과 20~30대(MZ세대)는 다른 세대보다 상대적으로 휴무일에 디지털 뱅킹을 더 많이 사용하는 것으로 나타났다. 이어, 은행의 기존 충성고객과 일반고객의 디지털 뱅킹 정기예금 가입의 행동 실태를 분석한 결과 예금가입 금액과 기간 모두 유의한 차이가 있는 것으로 나타났다. 은행의 기존 충성고객은 디지털 뱅킹에서도 거래은행에 기여도가 높은 소비자 행동을 하는 것으로 관측되었다. 또한, 금융소비자의 목표설정인 예금가입기간에 대해 고객유형과 가입일자의 상호작용을 분석한 결과 유의한 효과가 있는 것으로 나타났다. 본 연구는 은행의 지점 수는 계속 줄어들고, 디지털 뱅킹의 점유율은 계속 증가하는 상황에서 디지털 뱅킹의 소비자 행동 실태를 실증적으로 분석하였다. 소비자 행동이론의 주요 개념인 충성고객(Loyal Customer), 목표 추구(Goal Pursuit), 습관(Habit)을 디지털 뱅킹 정기예금 사례로 확인하였으며, 연구의 결과를 토대로 기존 시중은행과 인터넷전문은행의 고객관리 전략에 대한 실무적 지침을 제공한다는 점에서 의의가 있다.

• 유통과학연구
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• 제22권1호
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• pp.47-59
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• 2024

Purposes: The study aimed at examining the impact of the COVID-19 pandemic on the shift of online consumer purchasing behavior and whether the new behaviors would be maintained after the epidemic season. The study also aims to investigate how online customers change based on perceived risks. Research design and Methodology: The study investigated purchasing behavior of the same 377 online Vietnamese consumers during two periods: (1) during the period of social distancing and (2) one and half year after that, allowing data to be collected in real time, so that consumers do not have to recall their behavior. Results: Purchasing behavior appeared to be more influenced by gender, age and household size. Aged consumers are more concerned about risks than those in the younger group, who only worry about the risks during the pandemic. Consumers in households with two or more people are more concerned about the risks than those living alone. Female appeared to be more influential in both during and after pandemic than male. Conclusions: The findings contribute to clarify shift of online consumer purchasing behavior, which helps business to develop effective marketing strategies and enhance their presence in the e-commerce sector.

• 한국디지털정책학회:학술대회논문집
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• 한국디지털정책학회 2004년도 International Conference on Digital Policy & Management
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• pp.203-210
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• 2004

In this paper, the conceptualization and the measurement of service quality and the relationships among service quality, consumer satisfaction, value, and post behavior (post behavior and recommendations to others) are investigated. The results suggest that service quality is an antecedent of consumer satisfaction and that consumer satisfaction exerts a strong influence on payment value and post behavior.

• 유통과학연구
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• 제19권7호
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• pp.5-17
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• 2021

Purpose: The distribution of goods and the flow of information, determined by consumer behavior toward online shopping, is drastically popular worldwide. This study examines some factors such as brand trust, online sales promotion, consumer personality, delivery service, quality assurance, information search, and online consumer satisfaction influence online shopping behavior. Research design, data, and methodology: A constructed questionnaire in an online survey was conducted with 241 random cluster respondents in the greater Jakarta Area. Structure equation model was utilized to analyze and verify all the data. Results: Research finding indicates online sales promotion, delivery service, quality assurance, and online consumer satisfaction positively influence information search. Meanwhile, brand trust, quality assurance, and information search positively influence online shopping behavior. However, the result illustrates that consumer personality negatively influences both information search and online shopping behavior. Conclusions: To influence online shopping behavior, the most important factors that need to be considered by marketplaces are quality assurance. It positively motivates Indonesia's citizens to collect information and make unplanned purchases. The study finding can be a reference for brands to maintain and build outstanding product quality, an informational website, and an excellent marketing strategy so that customers can meet their expectations. Besides, it also broadens both companies' and individuals' knowledge about the digital revolution on consumer behavior.

• 디자인학연구
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• 제19권5호
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• pp.243-254
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• 2006

매니아는 트렌드와 소비의 주체라는 점에서 마케팅의 파급력이 크다. 그렇기 때문에 매니아들의 심리적 동인인 니즈와 원츠를 읽어내고 세그먼트를 찾아내는 것이 무엇보다도 먼저 실행되어야 한다. 본 연구는 디지털 제품 매니아 시장세분화에 대한 통찰력을 얻기 위한 탐색적 연구로 혁신적 소비자에 관한 선행연구 스케일들을 이용하여 국내 매니아 커뮤니티의 이용자들이 어떤 성향을 갖는지, 선행연구와 어떤 차이를 보이는지, 그들의 구매우선순위와 가치항목은 무엇인지를 알아낸다. 이를 토대로 매니아 유저를 심층면접한 후 분석하여 새로운 매니아 세그먼트를 발견하고 분류하는 데 연구의 초점을 두었다. 우리나라의 디지털 매니아들이 소비자로서 어떤 구매행태를 보이고, 어떻게 구매로 이르는 의사결정을 하는지, 매니아들의 잠재 니즈는 무엇인지를 해석하고 새로운 매니아 세그멘트를 발견함으로써 디지털 매니아의 성향 및 실태에 대해 접근할 수 있으며 추후에 이뤄질 매니아 타켓 마케팅과 디자인의 전략적 단서를 제시하고자 한다.

• 한국IT서비스학회지
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• 제9권4호
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• pp.135-150
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• 2010

In the age of digital convergence, it is expected that quality of life of human beings can be improved by converged devices and services. Researches concerning change of buying patterns and consumer behaviors in these contexts have to be progressed actively. To investigate future trend of consumer behaviors, we used focus group interview for Qualitative approach in the first step and then conducted questionnaire survey for experts in order to get validity and feasibility of research results. As result of research we suggested eight propositions by FGI for 20s target consumers. Additionally, on the basis of qualitative research, by questionnaire survey for 22 experts two perspectives of positive and negative views In future trends were proposed. Results can give lots of Implications and research motivations to academia, practices and workers in public policies who have interests in change of consumer behaviors, thinking styles, and life style under digital convergent environment.

• 한국IT서비스학회지
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• 제10권4호
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• pp.33-46
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• 2011

This research focus on the economic activity as consumer and producer traits of future customers in the convergence age. We assess level of convergence for digital devices and services respectively by questionnaire survey and interview for 14 professions. And then, for evaluating convergence level and usage of digital services of each respondents, we conducted the questionnaire survey for 343 samples. Findings of our research hold that the group who showed higher level of convergence tends to use the socialized digital services more. Convergence generation were heavy users in appstore on smart-phone and wireless game and more participating. In digital service area, facebook/cyworld, twitter, UCC, portal, internet community in digital service. Convergence generation are global network communication, buying decision making activity, actively opinion expression, prosumer attitude, dependency on digital device, experience based purchase behavior, enthusiastic information sharing.

• 디지털산업정보학회논문지
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• 제8권1호
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• pp.231-244
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• 2012

Consumer dissatisfaction and complaints make it difficult for online shopping mall to maintain existing customers and attract new customers, which may result in a direct profit loss. The primary purpose of this study is to investigate the relationship between customer dissatisfaction in terms of product-complaints and website complaints and complaint behaviors in terms of individual, public, and 3rd party complaint behaviors. Th results indicate that product-dissatisfaction is significantly related to the public and 3rd party complaint behaviors, but not the individual complaint behavior. Website dissatisfaction was not found to be significantly related to any complaint behavior. The moderate effect of sex and individual attitude on the relationship between customer dissatisfaction and complaint behaviors was also not considerable.

• 디지털융복합연구
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• 제11권12호
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• pp.387-392
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• 2013

본 연구는 웹 커뮤니티를 기반으로 한 디지털 콘텐츠 공유와 소비자들의 참여행동에 대한 소비심리, 소비문화의 감성적 요인을 소비자의 정보 콘텐츠 선택행동에 관한 경험론적 관점에서 재해석하고자 하였다. 네트워크상의 많은 소비자들은 도전감, 자기표현감, 인간적 유대감등 사회심리적 요인들에 의해 네트워크에 플로우 되는 것으로 분석된다. 플로우의 발생기저로서 소비자들의 소비문화 및 라이프스타일의 변화, 소비자역할의 변화를 중요 설명배경으로 제시하였고 소비자들의 경험적 가치관과 몰입하고자 하는 니즈를 소비행동의 중요 이론적 기저로 분석하여 명제를 제시하였다. 본 연구는 디지털환경 그리고 향후 변화의 중심에 있는 컨버전스 환경과 소비자들의 소비문화, 소비자선택행동이 어떠한 기저적 맥락에서 상호 연계되어 있는가에 대한 문헌고찰을 통한 이론 연구를 수행하여 기업의 콘텐츠 상품 및 서비스 기획의 기초자료로서 정책응용의 방향을 제시하고자 한다.