인터넷 패션쇼핑몰의 반품요인에 따른 소비자 불평행동과 정보탐색행동에 관한 연구 (Study on Consumer's Complaints Behavior and Information Search Behavior According to Return Factors of the Internet Fashion Mall)
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- 한국의류산업학회지
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- 제12권6호
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- pp.745-754
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- 2010
This study is to find return factors when modern consumers purchase goods from an internet shopping mall and then to analyze the characteristics of complaints act and information search behavior. Subjects of research are 245 men and women, who have experience with more than one return in internet fashion shopping mall, in their twenties. The data were analyzed by using Factor analysis, Cronbach's analysis, one-way ANOVA, Duncan test as a post identification, Pearson's correlation analysis and multiple regression analysis. The results of this study are that male and female consumers in their 20s are mainly aware of the return factors: impulse buying, product status, deliver service, service after purchase, hype and comfortableness. And complains behavior often conduct public action, private action, nonaction. Information search behaviors for risk reduction when they purchase are product comparison, oral information search, neutral marketing information search, and service information search. The return factor from the internet fashion shopping had the greatest impact on public action and deliver services factor was a big complaint. In addition, impulse buying & Hype affect private action and non-action is influenced by impulse purchase. The consumer types by the return factors in internet fashion shopping mall are classified into the return group by deliver service, the return group by complex factors, and the return group by product status. Furthermore, there are significant differences in complaining behavior among these groups. In the information search behavior for reduction of risk factors, the return group by complex factors did more active information search behavior than the other groups. The return group by deliver service searched oral information and the return group by product status explored the neutral marketing information.
Means-Ends Network model was used to identify factors of means objective(means supplied by vendor) and fundamental objectives(purchasing motivations) for purchasing decision-making structure and dimensions of customer values on purchasers of internet shopping mall in Korea and China. In Means-Ends Network 6 factors(shopping travel, shipping assurance, vendor trust, online payment, product choice, and recommender systems) were found as a means objectives and 3 factors(shopping convenience, internet environment, customer support) as a fundamental objectives of shopping. However the results of hypotheses test for Means-Ends Network show some important differences between two countries. Something important to notice here is that Chinese customers shopping in China recognize shipping assurance factor and vendor trust factor as important factors satisfying all fundamental objectives unlike as in the case of our country. As these two factors are attribution factors responsible to the sellers, it is identified that customers do not trust the sellers and sellers have not met the expectations of customers. Therefore, these results show that the seller efforts assuring the reliability of the seller themselves, such as conducting its own compensation scheme are more important rather than the establishment of the guarantee institution to guarantee reliability and delivery assurance of sellers and implementation of legal and institutional apparatus such as the settlement of e-commerce licence system. Though this study presents such an important marketing implications, it can be pointed out that the limits are this research was done on the general Internet shopping malls without considering the Internet shopping mall types of diversity, the survey was designed around the student samples for convenience of the investigation because it was an international survey and the collected data has been limited to the western coast cities, such as China's Beijing, Shanghai, and Dalian.
This study is aimed at the application of the apparel size system to be applied for the Internet shopping mall in Korea. Especially this is focused on the presumption of the body measurement according to the age groups and the figure groups. In this regard, a sizing system is to be developed that could be used to approach consumers more easily and provide more fitness and accuracy in terms of size. The target study was on a group of women nineteen to forty-nine years of age. The 4th National Anthropometry Survey data were used in the examination. The results in the study are as follows ; (1) On the Internet apparel shopping malls in relation with this study, no matter what size in the ready-to-wear enterprises was selected by the consumers who once put their information in the member registration, the most appropriate sizes for them are automatically given and transferred to the order forms of chosen enterprises with aid of internal programs of the internet webpage. In addition, when consumers enter their body sizes in the units that are familiar to them, such as inches or centimeters, the units are automatically programed so that they can be converted for the sake of convenience. ; (2) To extract an estimation equation of body size through Multiple Regression Analysis, the circumferences of chest and hip could be presumed by stature, weight, and waist circumference of which most consumers were well aware. For more accurate regression equations, groupings were made in the three categories of age(19∼29/30∼39/40∼49) and in the three body types(Type N, A and H). Then, the regression equations were established for three sectors,