The Impact of e-Store Personality on e-Store Loyalty-Focus on the Mediating Role of Identification, Trust, and Engagement (온라인에서 점포 개성이 점포 충성도에 미치는 영향-동일시, 신뢰, 인게이지먼트의 매개 역할을 중심으로)
- Park, Hyo-Hyun;Jung, Gang-Ok;Lee, Seung-Chang
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- Journal of Distribution Research
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- v.16 no.2
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- pp.57-94
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- 2011
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Nowadays, it is common that most consumers are purchasing goods in e-stores. The e-stores eager to attract, revisit, retain, and finally convert them into loyal customers. The e-store marketers have planned and executed numerous marketing efforts. As one of the marketing activities, e-store managers attempt to build web sites that meet customers' functional and psychological needs. A wide array of studies has been done to identify factors that could affect customers' response of web sites. Majority of studies were conducted to verify technology-related and functional variables of the website which facilitate transactions and enhance customer responses such as purchase intention and website loyalty. However, there has been little research on the external cues of website and psychological variables of consumer that could have positive influences on customer response. The purpose of this study is to investigate the influence of e-store personality on e-store loyalty through mediating variables such as e-store identification, e-store trust, and e-store engagement. The authors of this study develop the model and set up the six main hypotheses and a set of sub-hypotheses based on a literature review, shown in
. This model is composed of four paths such as dimensions of e-store personality${\rightarrow}$ e-store identification, e-store identification${\rightarrow}$ e-store loyalty, e-store identification${\rightarrow}$ e-store trust${\rightarrow}$ e-store loyalty, and e-store identification${\rightarrow}$ e-store engagement${\rightarrow}$ e-store loyalty. II. Research Method Ladies under 30s were the respondents of this survey. Data were collected from January 20th to February 26th in 2010. A total of 200 questionnaires were distributed and 169 respondents were analysed finally to test hypotheses because 31 questionnaires had incorrect or missing responses. SPSS 12.0 and LISREL 7.0 program were used to test frequency, reliability, factor, and structural equation modeling analysis. III. Result and Conclusion According to results from factor analysis, eigen value was over 1.0 and items which were below 0.6 were deleted. Consequently, 9 factors(% of total variance is 72.011%) were searched. All Cronbach's${\alpha}$ values are over the recommended level(${\alpha}$ > 0.7). The overall fit indices are acceptable such as${\chi}^2$ =2028.36(p=0.00), GFI=0.87, AGFI=0.82, CFI=0.81, IFI=0.92, RMR=0.075. All factor loadings were over the recommended level. As the result of discriminant validity check with chi-square difference test between paired constructs, each construct has good discriminant validity. The overall fit indices of final model are acceptable such as${\chi}^2$ =340.73(df=36, p=0.00), GFI=0.92, AGFI=0.81, CFI=0.91, IFI=0.91, RMR=0.085. As test results, 5 out of 6 hypotheses are supported because there are statistically significant casual relationships in structural equation model, shown in. First of all, hypothesis 1 is partially supported because sub-hypothesis 1-1 and 1-2 are supported, whereas sub-hypothesis 1-3, 1-4, and 1-5 are rejected. Specifically, it reveals that warmth and sophistication dimensions in e-store personality have positive influence on e-store identification, however, activity, progressiveness, and strictness does not have any significant relationship on e-store identification. Secondly, hypothesis 2 was supported. Therefore, it can be said that e-store identification has a positive impact on e-store trust. Thirdly, hypothesis 3 is also supported. Hence, there is a positive relationship between e-store identification and e-store engagement. Fourthly, hypothesis 4 is supported too. e-store identification has a positive influence on e-store loyalty. Fifthly, hypothesis 5 is also accepted. This indicates that e-store trust is a precedent variable which positively affects e-store loyalty. Lastly, it reveals that e-store engagement has a positive impact on e-store loyalty. Therefore, hypothesis 6 is supported. The findings of the study imply that some dimensions of e-store personality have a positive influence on e-store identification, and that e-store identification has direct and indirect influence on e-store loyalty through e-store trust and e-store engagement positively. These results also suggest that the e-store identification in e-store personality is a precedent variable which positively affects e-store loyalty directly and indirectly through e-store trust and engagement as a mediating variable. Therefore, e-store marketers need to implement website strategy based on e-store personality, e-store identification, e-store trust, and e-store engagement to meet customers' psychological needs and enhance e-store loyalty. Finally, the limitations and future study directions based on this study are discussed.
An Empirical Study on Electronic-Store Acceptance: A Case of e-Book Store (전자상점 수용모형에 관한 실증적 연구: 전자서점의 사례를 중심으로)
- Yoon, Cheol-Ho;Kim, Sang-Hoon
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- Asia pacific journal of information systems
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- v.14 no.1
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- pp.165-184
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- 2004
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This paper focused on developing and empirically testing an EAM(Electronic-Store Acceptance Model), By basing upon Davis' TAM(Technology Acceptance Model) and reflecting the characteristics of EC(Electronic Commerce), the EAM was proposed. This EAM could be regarded as a revised and extended TAM in the EC area. The theoretical rationale of this model was as following: 1) Though Davis' TAM was proposed a powerful tool to explain and predict usage of Information Technology, nowadays, TAM variables(perceived usefulness and ease of use) are posited as key drivers of e-commerce acceptance. 2) In the e-commerce and e-business studies, trust has been emerging as a potentially important antecedent of IT adoption. A famous internet book store was chosen to empirically test the EAM. In order to evaluate reliability and validity of instrument, and validate the research model, SEM(Structured equation model) analysis was conducted. The results showed that perceived usefulness and trust significantly influenced e-Store Acceptance but perceived ease of use did not have significant influence on e-Store Acceptance.
Development of the Theoretical Model on Electronic-Store Success (전자상점 성과에 관한 이론적 모형 구축)
- 윤철호;김상훈
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- Korean Management Science Review
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- v.20 no.2
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- pp.113-133
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- 2003
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This study developed the ISM (Electronic Store Success Model) by basing upon the revised D&M IS Success Model and reflecting the characteristics of marketing and e business. The theoretical rationale of this model was as following : 1) Though the revised D&M IS Success Model (2002) must be more logical and complete model than the original D&M IS Success Model (1992), it did not reflect characteristics of marketing and e business. 2) In the marketing studios, Service Quality has been suggested as one of basic strategies for success. 3) In e business studies, Trust has been emerging as a potentially important antecedent of e loyalty. 4) There has been a paradigm shift from satisfaction to loyalty in marketing emphasis. 5) Nowadays, ERP (Enterprise Resource Planning) has been pervaded in many organizations and has supported PCA (Profit Center Accounting) or Channel based Accounting, so it has not been difficult to evaluate financial performance of Electronic Store. The ESM that has six dimensions (System Quality, information Quality. Service Quality, Trust, Loyalty, Financial Performance) and expresses the causal relationship among them was proposed and was compared with BSC (Balanced Scorecard), WebQual, and EWAM (Extended Web Assessment Method). The results showed that the ESM coincides with BSC and contains dimensions of WebQual, and EWAM.
A Study on the Effects of e-Store Attributions on Web Site Loyalty (e-점포 속성이 신뢰, 만족 및 충성도에 미치는 영향에 관한연구)
- Park, Sung-Kyu;Park, Yeung-Bong
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- Journal of Global Scholars of Marketing Science
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- v.15 no.1
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- pp.21-39
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- 2005
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The research objectives of this study were to examine the relationship between e-store attributions(reputation, customer service, safety(security), merchandise quality, information quality, web navigation), trust, satisfaction and web site loyalty. The data were collected using survey with a structured questionnaire. The subjects of the study were 213 people. Several hypotheses were put forward and results except for four hypotheses were supported. That is, reputation, customer service, safety(security) and merchandise quality have a significant influence on trust and satisfaction, information quality and web navigation have no influence on trust and satisfaction, and trust and satisfaction have a significant influence on e-loyalty. Regression Analysis were applied to test the research hypotheses on the relationships among the variables. Research implications of the findings and future research directions are presented.
An Empirical Analysis on Electronic - Store Success Model (전자상점의 성과모형에 관한 실증적 분석)
- Yoon Cheol-Ho;Kim Sang-Hoon
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- Journal of the Korean Operations Research and Management Science Society
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- v.29 no.3
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- pp.23-39
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- 2004
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This paper focused on empirically testing the ESM(Electronic-Store Success Model). The model was developed by basing upon the ‘Updated D&M(DeLone and McLean) IS Success Model(2003)’ and reflecting the characteristics of marketing and e-business, and composed of the six dimensions including system quality, information quality, service quality, trust, customer loyalty and financial performance. The research model consisting of five dimensions, excluding financial performance, was proposed and empirically verified by structural equation model with respect to data from 224 customers on 69 Electronic-Stores. The results show that system quality and information quality significantly influence service quality, and that service quality also significantly influence trust and customer loyalty, and that trust has significant influence on customer loyalty.
인터넷 쇼핑몰의 e-Loyalty 향상을 위한 이미지, 신뢰, 몰입에 관한 연구
- Lee, Jong-Man;O, Jae-Sin
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- 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
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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.
Research on factors influencing consumer trust in livestreaming e-commerce (라이브 스트리밍 전자 상거래에서 소비자 신뢰에 영향을 미치는 요인에 관한 연구)
- Xiao yong Lyu;Jae-Yeon Sim
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- Industry Promotion Research
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- v.8 no.3
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- pp.181-199
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- 2023
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E-commerce is gradually upgrading from traditional text and image formats to short video and livestreaming formats. Livestreaming e-commerce enriches the content and forms of information dissemination and product display, enhances the consumer's shopping experience, and gradually becomes the mainstream new consumer scene. However, there are many negative phenomena in the development of livestreaming e-commerce, such as false propaganda, counterfeit goods, and various negative events, which seriously affect the level of consumer trust in livestreaming e-commerce. Trust is the core competitive factor of livestreaming e-commerce. Based on previous research on trust theory and combined with the characteristic elements of "people, goods, and scenes" of livestreaming e-commerce, this article constructs a trust model for livestreaming e-commerce, proposes hypotheses, and proves through empirical research that factors such as store characteristics, livestream host characteristics, brand image, product information, platform reputation, livestreaming situation, and trust tendency have a significant positive impact on consumer trust. Based on the research conclusions, this article provides insights and management suggestions, such as emphasizing the construction of store characteristic indicators, creating desirable livestream host characteristics, focusing on product brand building and selection, maintaining the display of product information, selecting suitable livestreaming platforms, and creating rich content for livestreaming situations.
Effects of Apparel Product Attributes on Customer Satisfaction, Trust, and Loyalty in Online Stores (온라인 점포에서 의류상품특성이 고객만족, 고객신뢰, 고객충성도에 미치는 영향)
- Park, Eun-Joo
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- Journal of the Korean Society of Clothing and Textiles
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- v.32 no.8
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- pp.1299-1308
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- 2008
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Customers’ loyalty to an online store may be worth up to ten times as much as its average customer. To develop a loyal customer base, most online stores try their best to continually satisfy their customers and to generate long-run relationships with them. This study investigates the effects of product attributes on customer satisfaction, trust, and loyalty in the context of online shopping for apparels. A self-administered questionnaire with multi-item scale was developed based on literatures. A total of 356 usable questionnaires were obtained from respondents and were analyzed using by LISREL 8.54 Program. The results showed that attributes of apparel products (e.g., products variety, price, and information) have indirectly influenced customer loyalty, which are moderated by customers’ satisfaction and trust. Additionally, customer satisfaction plays an important role to develop customer loyalty of online apparel stores. The findings suggest that, to satisfy their customers, online apparel stores should focus on product variety, and reasonable/economic prices of their apparel products, while they should provide the information about contents/care of apparels in building trusting relationships with their customers. In light of the major findings, this study sets forth strategic implications for customer loyalty in online settings of apparel store.
A Study on Customer Equity of Luxury Brands (럭셔리브랜드의 고객자산에 관한 연구)
- Ko, Eun-Ju;Oh, Sun-Min
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- Journal of the Korean Society of Clothing and Textiles
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- v.33 no.7
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- pp.1025-1037
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- 2009
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This study- 1) identifies the distribution of customer equity in luxury brands, 2) identifies customer equity dimensions of luxury brands, 3) identifies the properties that influence the customer equity of a luxury brand, and 4) compares the differences in the properties of the luxury brands that influence customer equity by brand type and relationship duration. In this research, the survey method was conducted in Seoul and 500 responses were used for analysis. For the data analysis, descriptive statistics (i.e. frequency and percentage), t-test, factor analysis, and multiple-regression analysis were used through the utilization of the SPSS 12.0 program. The results of this study are as follows: First, the distribution of customer equity are found to be 50.8% of the customer equity distributes under 1 million Korean won and 34.8% between 1 million won and 3 million won. Second, the luxury brand dimension consists of 6 factors, 'differentiated brand image', 'personal ties', 'qualitative trust relation', 'rational price value', 'store value', and 'convenience value'. Third, the higher 'differentiated brand image', 'personal ties', 'qualitative trust relation', 'store value', and 'convenience value' were related to a higher customer equity. Fourth, in the case of the consumer group having a long-term relationship, the higher' differentiated brand image', 'personal ties', and 'store value' were related to a higher customer equity. Also, in the case of the consumer group of the traditional luxury brands, the higher 'personal ties', 'differentiated brand image', 'qualitative trust relation', and 'store value' were related to a higher customer equity.
A Study on Policy of Distribution Improvement of Fishery Products in Busan (부산수산물의 유통개선정책에 관한 연구)
- Song, Gye-Eui
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- THE INTERNATIONAL COMMERCE & LAW REVIEW
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- v.37
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- pp.161-185
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- 2008
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In 2006, the share of fisheries distribution in Busan amounted to 1.9 million ton, which was 41 percent of the whole country. In details, coastal fishery 334 thousand ton(14% of the whole country), deep sea fishery 452 thousand ton(82%), import fishery 964 thousand ton(70%), export fishery 157 thousand ton(43%) were distributed in Busan region, respectively. According to distribution share, import(50%), deep sea fishery(24%), coastal fishery(18%), export(8%) are main category of fisheries distribution in Busan. After the institutional changes in 1997, that is, from monopoly to the competitive systems are implemented, the share of sales volume through a home trust market decreased gradually since 2000. Especially, the share of direct sales in farming fisheries sector amounted to 73.8 percent of total production volume, 80.7 percent of production value in 2005. Furthermore, the share of fisheries sale through e-commerce is increasing owing to the growth of IT and competitive price of its products. and the sale share of large discount store is also on the 10% more increase. Hereafter these structure changes of fisheries distribution in Busan will be more intensified. Therefore, after reflecting the change in distribution policy of Busan Fisheries, the directions of distribution policy should be established, as follows.
$\cdot$ Distribution policy to prepare for increasing of non-trust market sales$\cdot$ Fisheries distribution policy to prepare for increasing of direct transaction like e-commerce$\cdot$ Distribution policy to prepare for increasing of sales ratio in large discount store$\cdot$ Distribution policy for making up sound purchasing circumstance of Fisheries$\cdot$ Distribution policy for reducing the fisheries distribution cost$\cdot$ Distribution policy to prepare for increasing of direct carrying the deep sea fisheries and import fisheries to Seoul and$Inch'{\breve{o}}n$ section$\cdot$ Distribution policy for implementing the information system for managing fisheries transaction$\cdot$ Distribution policy for advancing the export & import management of fisheries$\cdot$ Distribution policy for establishing transaction principle reflecting the peculiarity in fishery distribution(to enacting independent fishery law)
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