• 제목/요약/키워드: e-consumer behavior

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Communicating While Distributing: Little Things That Matter to Consumers' Trust and Confidence in E-Commerce

  • Primidya K.M. SOESILO;Willy GUNADI
    • 유통과학연구
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    • 제21권6호
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    • pp.1-11
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    • 2023
  • Purpose: As a modern distribution channel, the growth of e-commerce has brought more competitive pressures on e-marketplace, making trust and loyalty become top priority. As one of many sources of trust and loyalty issues, understanding the effect of careless marketing communications on consumers' perception is critical. This study examines the effect of careless marketing communications (e.g. misspellings, incomplete information) in website on consumers' trust toward and confidence in purchasing a product from an e-commerce. Research design and methodology: An experimental research design (with two experimental studies) was used in to test the hypotheses. Study 1 employs a single-factor design and study 2 employs a 2x2, full-factorial, between-subjects design. Results: Results of the two experimental studies (Study 1, n = 60; Study 2, n = 140) demonstrate that simple mistakes significantly decrease consumers' trust toward an e-commerce and their confidence to purchase from the e-commerce. The effect is found to be significant in the case of high-involvement products; whereas no effect is found in low-involvement products. Conclusions: E-commerce relies heavily on carefully crafted marketing communications to establish consumers' trust and confidence. These studies confirm the equal importance of distribution and communication in maintaining consumers' trust and sustainability of the business.

소비 후 만족도와 소비자 자신감이 거래 커플링에 미치는 영향 - 쾌락적 제품을 중심으로 - (The Effect of the Satisfaction after Consumption and Consumer Self-Confidence for Hedonic Products on Transaction Coupling)

  • 강성민;강현모
    • CRM연구
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    • 제4권2호
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    • pp.1-17
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    • 2011
  • 심적 회계과정 현상 중 하나인 거래 커플링은 특정 거래의 비용과 이익의 심리적인 연결(link)로 '특정한 소비가 특정한 지불에 의해 결제된다는 생각을 마음속에 일으키는 정도'를 의미한다(Prelec and Loewenstein, 1998). 본 연구에서는 이러한 거래 커플링 정도가 소비 후 만족도(satisfaction after consumption)와 소비자 자신감(consumer self-confidence)에 따라 어떻게 달라지는 지에 관해 탐구하였다. 잘못된 구매 결정을 한 소비자는 자신의 실패한 구매 결정에 대한 불만족을 줄이기 위해 인위적 노력을 할 수 있다. 반대로 성공적인 구매 결정을 한 소비자는 구매 결정에 대한 만족도를 증가시키기 위해 노력 할 수 있다. 이러한 인위적 노력은 소비자 자신감과 같은 개인 성향에 따라 달라질 수 있다. 본 연구에서는 쾌락적(hedonic) 제품을 대상으로 한 실험을 통해 소비 후 만족도가 클수록 거래 커플링 정도가 증가하며, 소비 후 만족도가 거래 커플링에 미치는 영향력이 소비자 자신감에 따라 달라짐을 보였다. 소비자 자신감이 높은 경우가 낮은 경우 보다 소비 후 만족도가 커플링에 미치는 영향력이 더 큰 것으로 나타났다. 한편, 거래 커플링 정도는 소비자 자신감에 따라 다르지 않은 것으로 나타났다.

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인터넷 구매결정과정에서의 관여도의 조절효과에 관한 연구 (Examining the Moderating Effect of Involvement in the Internet Purchase Decision Process)

  • 곽기영;지소영
    • Asia pacific journal of information systems
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    • 제18권2호
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    • pp.15-40
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    • 2008
  • With the explosive growth of the Internet, Internet shopping malls have become recognized as one of the major purchasing channels for consumers, as well as one of the competitive distribution channels for companies that allow them to contact with customers without intermediaries. It has motivated information systems(IS) researchers to examine the factors influencing consumer behavior and the purchase decision process in the context of Internet shopping malls. Despite the extensive research that has been conducted on the purchase decision process of consumers in online shopping malls, the results have demonstrated a need for further understanding of consumer behavior due to the unique features of virtual space and the characteristics of online consumers. Previous studies from marketing and consumer behavior domains have suggested that the concept of involvement plays an important role in explaining consumers' purchase behavior. Despite the critical role of involvement and the explosive growth of e-commerce, little research has examined the role of involvement in the Internet shopping mall context. With this motivation, this study has two research objectives. First, it introduces and tests an theoretical model capable of better explaining consumers' intention to purchase in the Internet shopping mall context. The proposed model extends and integrates existing models on purchase intention by incorporating purchase experience, innovativeness, and perceived self-control as the consumer factors, along with perceived risk, information provision, and perceived price as the Internet shopping mall factors. Second, this study examines how involvement differences may affect consumers' intention to purchase. For this purpose, two factors from involvement theory, involvement type and involvement level, are introduced into the research model as moderating variables. In order to test the proposed model, the overall approach employed was a field study using the structural equation model. We developed our data collection instrument by adopting existing validated questions wherever possible. All question items were measured with a seven-point, Likert-type scale, with anchors ranging from 'strongly disagree' to 'strongly agree.' Two IS researchers reviewed the instrument and checked its face validity. We collected empirical data for this study over a period of two weeks from subjects who had purchase experiences through Internet shopping malls. A total of 473 complete and valid responses were obtained. We carried out data analysis using a two-step methodology with AMOS 4.0. The first step in the data analysis was to establish the convergent and discriminant validity of the constructs. In the second step, we examined the structural model based on the cleansed measurement model. The empirical results partly support the proposed model and identify the moderating effect of involvement differences. Theoretical and practical implications of the study are discussed, along with its limitations.

지속적 관여도 및 인지된 위험이 소비자의 온라인 상인선택 프로세스에 미치는 영향에 관한 연구: 요구신뢰 수준 개념을 중심으로 (How Enduring Product Involvement and Perceived Risk Affect Consumers' Online Merchant Selection Process: The 'Required Trust Level' Perspective)

  • 홍일유;이정민;조휘형
    • Asia pacific journal of information systems
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    • 제22권1호
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    • pp.29-52
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    • 2012
  • Consumers differ in the way they make a purchase. An audio mania would willingly make a bold, yet serious, decision to buy a top-of-the-line home theater system, while he is not interested in replacing his two-decade-old shabby car. On the contrary, an automobile enthusiast wouldn't mind spending forty thousand dollars to buy a new Jaguar convertible, yet cares little about his junky component system. It is product involvement that helps us explain such differences among individuals in the purchase style. Product involvement refers to the extent to which a product is perceived to be important to a consumer (Zaichkowsky, 2001). Product involvement is an important factor that strongly influences consumer's purchase decision-making process, and thus has been of prime interest to consumer behavior researchers. Furthermore, researchers found that involvement is closely related to perceived risk (Dholakia, 2001). While abundant research exists addressing how product involvement relates to overall perceived risk, little attention has been paid to the relationship between involvement and different types of perceived risk in an electronic commerce setting. Given that perceived risk can be a substantial barrier to the online purchase (Jarvenpaa, 2000), research addressing such an issue will offer useful implications on what specific types of perceived risk an online firm should focus on mitigating if it is to increase sales to a fullest potential. Meanwhile, past research has focused on such consumer responses as information search and dissemination as a consequence of involvement, neglecting other behavioral responses like online merchant selection. For one example, will a consumer seriously considering the purchase of a pricey Guzzi bag perceive a great degree of risk associated with online buying and therefore choose to buy it from a digital storefront rather than from an online marketplace to mitigate risk? Will a consumer require greater trust on the part of the online merchant when the perceived risk of online buying is rather high? We intend to find answers to these research questions through an empirical study. This paper explores the impact of enduring product involvement and perceived risks on required trust level, and further on online merchant choice. For the purpose of the research, five types or components of perceived risk are taken into consideration, including financial, performance, delivery, psychological, and social risks. A research model has been built around the constructs under consideration, and 12 hypotheses have been developed based on the research model to examine the relationships between enduring involvement and five components of perceived risk, between five components of perceived risk and required trust level, between enduring involvement and required trust level, and finally between required trust level and preference toward an e-tailer. To attain our research objectives, we conducted an empirical analysis consisting of two phases of data collection: a pilot test and main survey. The pilot test was conducted using 25 college students to ensure that the questionnaire items are clear and straightforward. Then the main survey was conducted using 295 college students at a major university for nine days between December 13, 2010 and December 21, 2010. The measures employed to test the model included eight constructs: (1) enduring involvement, (2) financial risk, (3) performance risk, (4) delivery risk, (5) psychological risk, (6) social risk, (7) required trust level, (8) preference toward an e-tailer. The statistical package, SPSS 17.0, was used to test the internal consistency among the items within the individual measures. Based on the Cronbach's ${\alpha}$ coefficients of the individual measure, the reliability of all the variables is supported. Meanwhile, the Amos 18.0 package was employed to perform a confirmatory factor analysis designed to assess the unidimensionality of the measures. The goodness of fit for the measurement model was satisfied. Unidimensionality was tested using convergent, discriminant, and nomological validity. The statistical evidences proved that the three types of validity were all satisfied. Now the structured equation modeling technique was used to analyze the individual paths along the relationships among the research constructs. The results indicated that enduring involvement has significant positive relationships with all the five components of perceived risk, while only performance risk is significantly related to trust level required by consumers for purchase. It can be inferred from the findings that product performance problems are mostly likely to occur when a merchant behaves in an opportunistic manner. Positive relationships were also found between involvement and required trust level and between required trust level and online merchant choice. Enduring involvement is concerned with the pleasure a consumer derives from a product class and/or with the desire for knowledge for the product class, and thus is likely to motivate the consumer to look for ways of mitigating perceived risk by requiring a higher level of trust on the part of the online merchant. Likewise, a consumer requiring a high level of trust on the merchant will choose a digital storefront rather than an e-marketplace, since a digital storefront is believed to be trustworthier than an e-marketplace, as it fulfills orders by itself rather than acting as an intermediary. The findings of the present research provide both academic and practical implications. The first academic implication is that enduring product involvement is a strong motivator of consumer responses, especially the selection of a merchant, in the context of electronic shopping. Secondly, academicians are advised to pay attention to the finding that an individual component or type of perceived risk can be used as an important research construct, since it would allow one to pinpoint the specific types of risk that are influenced by antecedents or that influence consequents. Meanwhile, our research provides implications useful for online merchants (both online storefronts and e-marketplaces). Merchants may develop strategies to attract consumers by managing perceived performance risk involved in purchase decisions, since it was found to have significant positive relationship with the level of trust required by a consumer on the part of the merchant. One way to manage performance risk would be to thoroughly examine the product before shipping to ensure that it has no deficiencies or flaws. Secondly, digital storefronts are advised to focus on symbolic goods (e.g., cars, cell phones, fashion outfits, and handbags) in which consumers are relatively more involved than others, whereas e- marketplaces should put their emphasis on non-symbolic goods (e.g., drinks, books, MP3 players, and bike accessories).

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모바일 애플리케이션 전략: 모바일 쇼핑 앱 사용 효과 실증 연구 (A Mobile App Strategy: An Empirical Study on the Effect of the Mobile Shopping App Usage)

  • 최진선;김승현
    • 지식경영연구
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    • 제20권4호
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    • pp.169-183
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    • 2019
  • The growth of mobile commerce (m-commerce) has been accelerated around the world. Why do e-retailers have to put a great deal of effort for the distribution of their mobile apps? The literature has paid little attention to the influence of the introduction of an e-commerce app on shopping behaviors of consumers. By analyzing the dataset of 2,342 users in Korea, this study aims to broaden our understanding of mobile shopping app usage across competing e-retailers and different channels. We found that a user's prior usage of a specific e-commerce mobile app increases her subsequent usage of its website through a mobile web browser. Thus, mobile apps do not cannibalize the mobile web channel, and there could be a complementary relationship. We also found that a user's usage of competitors' apps is positively associated with her subsequent usage of a specific e-commerce app. Because many consumers search products and compare prices across multiple e-retailers, having a mobile app helps an e-retailer be exposed to more potential consumers. This study is among the first to study the role of mobile apps in e-commerce by showing the dynamics of cross-channel and cross-vendor usage by a user.

온라인 의복구매를 위한 소비자 정보탐색의 경로분석적 탐구 (A Path Analytic Exploration of Consumer Information Search in Online Clothing Purchases)

  • 김은영
    • 한국의류학회지
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    • 제31권12호
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    • pp.1721-1732
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    • 2007
  • 본 연구는 온라인 의사결정과정에서 온라인 쇼핑속성, 정보원 및 구매의도와 관련된 소비자 정보탐색의 경로모델을 밝히고자 하였다. 연구대상은 미국 남서부지역의 대학교에 재학중인 대학생으로 표본으로 설문조사 하였으며, 총 219명의 이용 가능한 자료가 수집되었다. 자료분석을 위해 요인분석과 LISREL8.53을 이용하여 경로분석을 실시하였다. 연구결과, 소비자의 온라인 의복구매를 위한 정보원은 온라인 정보원, 소매점 정보원, 대중매체의 세 가지 유형으로 분류되었다. 특히, 온라인 의복구매를 위해 소매점 정보원(점포내 디스플레이, 제조업체의 팜플렛 또는 카달로그)을 더 많이 이용하는 것으로 나타났다. 추정된 경로모델을 살펴보면, 온라인 쇼핑속성의 중요도가 정보탐색에 유의한 영향을 미쳤다. 특히 온라인 의복 구매시, 소비자의 온라인 정보원 이용은 거래관련속성 즉 구매유인서비스(incentive service)에 의해 가장 크게 영향을 받는 반면, 소매점 정보원 이용은 심미성, 가격 등의 제품 및 시장관련속성의 중요도에 의해 더 크게 영향을 받는 것으로 나타났다. 또한 소비자의 세가지 탐색유형 모두 구매의도에 정적인 효과를 보이고 있었으며, 다른 정보원에 비해, 소매점 정보원 이용이 온라인 의복구매의도에 가장 큰 효과를 보였다. 따라서, 본 연구는 온라인 쇼핑속성별 소비자의 차별화된 정보탐색 패턴이 온라인 구매의도를 증가시키고 있음을 확인함으로써, 의류제품의 멀티채널 소매전략(Multi-channel retailing) 방향이 논의되었다.

Empirical Study for Causal Relationship between Weather and e-Commerce Purchase Behavior

  • Hyun-Jin Yeo
    • 한국컴퓨터정보학회논문지
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    • 제29권4호
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    • pp.155-160
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    • 2024
  • 기온, 습도, 풍속, 기압과 같은 기상정보는 식중독, 불편함과 같은 생활 요소들에 영향을 미치는 것으로 연구되었다. 이에 따라 한국 기상청은 '생활 산업 기상정보서비스'나 '위기탈출 안전 날씨', '피크닉 지수'와 같은 일상과 날씨가 연관된 정보를 제공하고 있다. 이러한 날씨-생활 영향력은 오프라인 쇼핑행위에서도 나타나는데, 특히 대형마트의 경우 여가생활 장소 요소 역시 가지고 있어 날씨에 따른 영향을 보이고 있다. 하지만 온라인 쇼핑은 오프라인 쇼핑과 같은 물리적 요소가 없기에 다른 모습을 보일 것이다. 기존 연구들은 대부분 온라인 커머스에 미치는 기존 마케팅 요소들의 심리적 요인들을 사용했지만, 본 연구는 심리적 요소들에 영향을 미치는 날씨 요소들을 기상청 데이터 셋을 사용하여 연관성을 분석하였다. 본 연구는 A온라인 쇼핑몰 고객에 대한 1,033개의 유효 설문과 구조공분산 분석을 통해 날씨 요소가 온라인 구매 의도에 미치는 영향에 대해 살펴본다. 결과적으로 온라인 쇼핑 구매 의도는 기온, 습도에 인과 관계를 보였다.

Youth Social Networking Service (SNS) Behavior in Indonesian Culinary Activity

  • SAVILLE, Ramadhona;SATRIA, Hardika Widi;HAHIDUMARDJO, Harsono;ANSORI, Mukhlas
    • 유통과학연구
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    • 제18권4호
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    • pp.87-96
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    • 2020
  • Purpose: In this paper, we provide an illustration of Indonesian youth Social Networking Service (SNS) behavior and its relation to their culinary activity. Specifically, their behavior of culinary activity preferences and also the factors affecting their action of spending their money. Data and methodology: We gathered primary data from stratified random questionnaire survey (406 youth). The gathered data was analyzed using text data mining and statistics using R statistical computing language. Results: 1) We found out why our respondents are interested in following the accounts of SNS food influencers: i.e. visually attracted to the posts, as their reference to find places to dine out, as their reference to try new food menu and to get nostalgic feeling about the food. 2) The respondents decide to actually go to the recommended culinary places because of several factors, specifically, its description (visual and text), location, word of mouth (WoM), the experience of being to that place and price. 3) Important factors affecting culinary spent are income, number of following food influencer account, SNS usage time and their interest when looking at WoM. Conclusions: SNS behavior influences Indonesian youth culinary activity preferences and spent.

인터넷 건강정보이해능력과 정보탐색 유형별 인지된 정보유용성 분석: 다이어트 및 체중조절 관련 정보탐색을 중심으로 (The Associations of Online Health Information Search and eHealth Literacy with Perceived Information Usefulness: Analysis in the Context of Diet and Weight Control)

  • 심민선;조희숙;정수미
    • 보건행정학회지
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    • 제28권2호
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    • pp.119-127
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    • 2018
  • Background: This study aimed to examine (1) the patterns of online health information search with respect to seeking and scanning, and (2) how online search, along with eHealth literacy, predicts perceived information usefulness in the context of diet and weight control. Methods: Online survey was conducted with 299 adults from the consumer panel recruited for the purpose of quality assessment of the Korean National Health Information Portal in 2016. We conducted paired sample t-test and multiple logistic regression to address the research questions. Data analysis was performed using IBM SPSS Statistics ver. 24.0 (IBM Corp., Armonk, NY, USA) and SAS ver. 9.3 (SAS Institute Inc., Cary, NC, USA). Results: Of the respondents, 38.8% were 'high seek-high scanners,' 35.8% were 'low seek-low scanners,' 13.0% were 'high seek-low scanners,' and 12.4% were 'low seek-high scanners.' eHealth literacy was a significant, positive predictor of online information scanning (odds ratio [OR], 2.46; 95% confidence interval [CI], 1.41-4.29), but not for online information seeking (OR, 1.75; 95% CI, 1.00-3.05). With respect to perceived usefulness of online information seeking, online seeking (OR, 4.90; 95% CI, 2.19-11.00) and eHealth literacy (OR, 2.30; 95% CI, 1.11-4.75) were significant predictors. Perceived usefulness of online scanning had a significant association with online scanning (OR, 2.38; 95% CI, 1.08-5.22), but not with eHealth literacy. Conclusion: To increase the effectiveness of the health policy for online information search and related outcomes in the context of diet and weight control, it is important to develop education programs promoting eHealth literacy.

제품유형에 따른 소비자의 구매위험지각이 정보탐색수준에 미치는 영향 - 지식수준의 조절역할을 중심으로 - (The Effect of the Consumer's Perceived Risk on the Level of Information Search)

  • 신봉섭;박주영
    • 마케팅과학연구
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    • 제16권3호
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    • pp.143-167
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    • 2006
  • 최근 인터넷을 통한 제품구매가 점차 다양화되고 있음에도 불구하고 전통적인 오프라인과 비교해 상대적으로 인터넷을 통한 정보탐색과 구매 선호도가 높은 제품유형에 관한 체계적인 이해는 아직 미흡한 실정이다. 본 연구는 제품구매 시 제품에 대한 소비자의 위험지각이 온라인 오프라인, 온-오프라인으로 구분되는 정보탐색유형을 통한 탐색행동에 미치는 영향에 관해 살펴보았다. 특히, 제품유형을 탐색-경험-신뢰재로 구분하여 제품에 대한 위험지각과 정보탐색 사이의 관계가 제품에 대한 지식수준에 따라 어떻게 달라지는지를 실증분석을 통해 밝히고자 하였다. 분석결과, 지식수준이 낮은 경우에는 경험재와 신뢰재에서 위험지각이 높아질수록 온라인-오프라인을 통해 많은 정보를 탐색하는 것으로 나타났으며, 지식수준이 높은 경우에는 탐색재에서 위험지각이 높을수록 온라인을 통해 많은 정보를 탐색하는 것으로 나타났다. 본 연구결과는 제품관련 업체는 물론 온라인 및 오프라인 유통업체들에게 유용한 정보를 제공할 수 있을 것으로 기대한다.

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