• Korean Journal of Human Ecology
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• v.21 no.6
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• pp.1185-1198
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• 2012

The purposes of this study were to investigate the relationships between e-loyalty formation process and satisfaction for apparel products by testing the research model developing upon prior researches, and to analyze the differences of the structural model between two groups (high satisfaction group and low satisfaction group). A total of 356 respondents participated through a convenience sampling at universities in Busan. Data were analyzed by a structural equation model analysis. The results were as followings: First, for the structural model, the attributes of shopping malls (e.g., e-store attributes and product attributes) affected consumer satisfaction which influenced the e-loyalty of shopping malls, mediated by value perception. Second, high-satisfaction group evaluated more importantly the attributes of shopping malls, higher perceived the value of products and web sites, more satisfied the mall, and had greater loyalty of online shopping malls than low-satisfaction group. Third, there were significant differences between high-satisfaction group and low-satisfaction group in the e-loyalty model for apparels. Specifically, for high-satisfaction group, the e-store attributes were more likely to influence the value perception of products and web sites than low-satisfaction group, while low-satisfaction group was the higher perceived the value of products, the more they satisfied and then the greater e-loyalty respectively. According to the findings, the implications and future suggestions related to e-loyalty of shopping malls for apparels are provided.

• East Asian Journal of Business Economics (EAJBE)
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• v.7 no.1
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• pp.1-16
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• 2019

Purpose - For the development of fresh food shopping malls, consumers should continue to experience loyalty and favorability for the company's products or brands, and this should lead directly to purchase so that active word-ofmouth and recommendation should be encouraged. Therefore, the purpose of this study is to investigate the effect of e-service quality and e-ERM on e-loyalty with customer satisfaction and commitment as mediators. Research design, data, and methodology - This study was conducted by sample survey method on 320 online customers who have experience in using major online fresh food shopping malls for more than one year. Data analysis methods were frequency analysis, confirmatory factor analysis, reliability analysis, correlation analysis, and structural equation model analysis. Result - Hypothesis 1 through Hypothesis 7 were all supported. The results of this study suggest that e-service quality and e-CRM of online fresh food shopping malls have a significant effect on satisfaction and commitment. Therefore, the conclusion has been derived that the focus of this study, that such satisfaction and commitment have a significant effect on e-customer loyalty. has been supported theoretically and empirically. Conclusion - This study suggests that studies on customer loyalty based on activation commerce factors related to fresh food in online shopping malls will be an index that can reflect on customer's needs corresponding with future trends of not only online shopping malls but also offline shopping malls.

• Proceedings of the Korea Association of Information Systems Conference
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• 2005.12a
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• pp.235-248
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• 2005

This paper examines internet shopping mall e-loyalty behaviors. Conceptually, the paper relied on the relatively established literature on ' traditional ' store image and technology acceptance research. And proposes an integrated model including factors on customer e-loyalty in shopping environment. For this purpose, internet shopping mall user's image is proposed to affect trust, and commitment, and consequently to influence customer loyalty behaviors. The empirical results indicated that shopping mal image take significant effect on trust and customer loyalty behaviors. And commitment variable are effective mediators linking internet shopping mall user's trust and their loyalty behaviors. The proposed model and empirical results would contribute to setting up strategy shopping mall industry, and also to future research in information systems and internet marketing.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.22 no.1
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• pp.95-107
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• 2014

A customer loyalty program (i.e., FFP) has become more important to keep loyal customers especially for legacy airlines. Therefore, the researchers intended to examine the elements of an airline loyalty program and how these elements influenced the effects of the loyalty program. To set up the research framework, the commitment-trust model (i.e., KMV model) in the loyalty program was used in this study. Shared values, benefits, serviceabilities, and affiliated companies were considered as independent variables (i.e., elements of FFP). Trust and commitment added as mediating variables and customers' loyalty were examined as a dependent variable. A survey has been conducted. All independent variables had positive relationships with trust and commitment and trust influenced commitment. Lastly, the mediating variables had positive effects on customers' loyalty.

• Journal of Distribution Science
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• v.17 no.6
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• pp.15-23
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• 2019

Purpose - This study evaluates the effects of e-marketing communication on brand loyalty in the mobile communication market in Kosovo. given that no prior studies of this nature are found. It explores the relationships, between e-marketing communication, brand image and customer satisfaction, and their impact on the brand loyalty. Research design, data, and methodology - The research model of four constructs was developed. The data was collected via online surveys, 423 completed surveys from mobile subscribers were received. To test the relationship between the individual variables and multiple variables with the dependent variable several test were performed including data validity and reliability, bivariate correlation, simple linear and multiple regression analysis using stepwise method. Results - Positive significant effect of e-Marketing communication on brand loyalty, as well its significant effect on both brand image and customer satisfaction, which subsequently have significant impact on brand loyalty as it was confirmed by previous studies. Conclusions - The findings confirm that e-Marketing communication is key factor in building well perceived brand image, fostering customer satisfaction, and leading to customer commitment and loyalty towards brands of mobile operators in Kosovo.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.10
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• pp.283-293
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• 2020

This study examines the effect of service quality and perceived value on customer loyalty with the intervening role of customers' satisfaction in the e-commerce industry. The research method uses a quantitative research design with a survey model. The sample used in this study is Tokopedia consumers who live in DKI Jakarta and have done online shopping at Tokopedia at least twice in the last six months. All variables used were reliable and valid and met the research requirements. The object of this research were the 200 customer respondents who had made purchases on the largest e-commerce platform of Indonesia, Tokopedia. Data analysis was done by using SPSS and Structural Equation Modeling (SEM). The results show that: first, the service quality and perceived value affect customer satisfaction positively. Second, there is a mediating effect of customer satisfaction on the relationship between service quality and perceived value on customer loyalty. Third, service quality and perceived value directly affect customer loyalty positively but insignificantly. The result implies that the role of customer satisfaction is significant in creating loyalty. In the e-commerce industry, good quality and perception could positively influence customers but not necessarily form loyalty. For that, e-commerce players should pay a lot of attention on customer satisfaction.

• Journal of the Korean Society of Clothing and Textiles
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• v.34 no.5
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• pp.765-774
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• 2010

This study investigates the effects of consumer innovativeness on e-loyalty mediated by shopping mall attributes and consumer satisfaction with the Internet. Data were obtained from 243 consumers who had bought fashion products through online shopping. Data were analyzed by using factor analysis, Cronbach's alpha, and path analysis using LISREL 8.53 program. The results of this study suggest that the consumer innovativeness, such as Internet-innovativeness and Fashion-innovativeness affect shopping mall attributes including Loading, Visual, Information, Variety, and Price/Fashion. These attributes and the shopping mall satisfaction partially mediated the impact of consumer innovativeness on e-loyalty of shopping malls through the Internet. Especially, consumer satisfaction was the most important determinant to build up e-loyalty for the online shopping of fashion products. The findings provide implications for e-retailers to develop strategies related to consumer innovativeness, shopping mall attributes, and the e-loyalty of shopping malls for fashion products.

• The Journal of the Korea Contents Association
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• v.20 no.4
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• pp.487-497
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• 2020

This study is to examine the effects of e-CRM activities(e-Sales activities, e-Service activities and e-System activities) and trust on loyalty. Particularly, it focuses on the mediating effects of trust on the relationships between e-CRM activities and loyalty. The data is collected from 336 university students over two and half month periods. The results are as follows: Firstly, e-Sales activities, e-Service activities and e-System activities effect exert a significant influence on the trust, but e-Sales activities, e-Service activities and e-System activities do not directly influence on the loyalty. Secondly, trust impacts significantly on loyalty. Finally, in summary, findings confirm the mediating effects of trust on the relationship between e-Sales activities, e-Service activities and e-System activities and loyalty. These results show that if e-commerce firms implement e-CRM activities(e-Sales activities, e-Service activities and e-System activities), their customers will more recognize additional service attributes and the customers' relationships, trust and loyalty with their firms will improve.

• Journal of the Korea Safety Management & Science
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• v.12 no.2
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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.

• International Commerce and Information Review
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• v.11 no.4
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• pp.25-45
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• 2009

This study tried to analyzed the relationship between core competence, satisfaction, trust and loyalty in order to suggest to a methodology for decision-making of e-trade firms. 6 hypothesis were constructed for analysis based on previous literature review. The results of empirical analysis shows that core competence gave significant effect on satisfaction, trust and loyalty, and satisfaction gave positively effect to trust and loyalty. Besides trust affected positively on loyalty. These result explains that e-trade firms which try to create customers must build high level of core competence should be realized and reacted for maintenance of created customers.