• 유통과학연구
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• 제21권12호
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• pp.47-58
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• 2023

Purpose: Post-purchase service in online platforms has created an exciting focus for consumer behavior studies. This study intends to ascertain the impact of post-purchase shipping dimensions (shipping service, tracking service, return service, and customer care) on customer satisfaction and behavior intention. The authors developed a new model considering behavioral intention as the endogenous variable integrated framework of previous studies. Research Design and Methodology: The total sample is 223 respondents, selected using purposive sampling. The data collection uses Google Forms and is analyzed using AMOS Structural Equation Modeling (SEM). Results: Our findings showed shipping, tracking, returns, and customer service positively impact customer satisfaction, and customer satisfaction mediates shipping, returns, and customer service on customer behavior intent. Furthermore, customer satisfaction does not affect the effect of tracking service on customer behavior intention. Conclusion: Our hypothesis of the relationship between the post-purchase dimension and customer satisfaction was supported. However, only two of our three mediating hypotheses are supported. The mediating effect of customer satisfaction on the post-purchase dimension on behavioral intention is insignificant, while their direct relationship was significant. It showed that, concerning tracking service, customer satisfaction is not a requirement for the customer to perform behavioral intention in an e-retail context.

• 산경연구논집
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• 제12권11호
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• pp.17-31
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• 2021

Purpose: Despite the fact that face (i.e. Chemyon) is deeply-rooted in Korean culture and significantly affects the behavior of Korean people, the effect of face on leisure consumers' consumption behavior has only reported mixed findings, that is, significant and/or insignificant face effects have been reported. It is necessary to integrate prior research findings, and comprehensively examine the effect of face on leisure consumers' consumption behavior. The purpose of this study was to investigate the effect (i.e. effect size, and moderating variables) of face on leisure consumers' consumption behavior through meta-analysis. Research design, data and methodology: Among 1,019 face-related academic studies, retrieved from the academic research information services (RISS), 34 studies and 300 cases examining the effect of face on leisure consumers' consumption behavior were finally included for meta-analysis. Face measured as face sensitivity and/or a face sensitivity sub-component (shame-consciousness, formality-consciousness, and other-consciousness) were integrated in the meta-analysis. Leisure consumers' consumption behavior was classified as antecedents of purchase (overall conspicuous consumption tendency, overall symbolic consumption tendency, personality, high price, high quality, brand seeking, fashion seeking, enjoyment, other person (interpersonal) consideration, position, reference group, and attitude), purchase (purchase intention, unplanned purchase, purchase, and expenditure), and post-purchase (satisfaction, repurchase, and post-purchase). The data used in the meta-analysis was comprised of correlation coefficients, and the meta-analysis was performed using the R-program. Results: The overall mean effect size of face on leisure consumers' consumption behavior was .248. It was found that the effect size was the largest in the order of shame-consciousness face, formality-consciousness face, and other-consciousness face. Among the types of leisure consumers' consumption behavior categorized as dependent variables, the effect size was found to be largest in the order of position, attitude, reference group, post-purchase behavior, brand seeking, personality, trend seeking, etc. In addition, it was found that the leisure types moderated the effect size of face on leisure consumers' consumption behavior. The effect size was found to be largest in the order of skin diving, baseball, various leisure participation, dance, gambling, golf, etc. Conclusions: Face moderately or significantly influence leisure consumers' consumption behavior.

• 한국의류학회지
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• 제35권9호
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• pp.1028-1038
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• 2011

A blog has significant effect as a new online medium and as a tool to share information with its powerful networking function. Blogs are established based on personal experience and their impact is stronger than conventional media in terms of informativeness, credibility and interactivity. Such characteristics of blogs lead to blog commitment (a phenomenon that has behavioral consequences) that eventually influences consumer fashion purchase behavior. The more a consumer is interested in fashion and seeks diverse information from a wide range of media, the more personally committed they become to certain blogs; in addition, they will also post the results of their fashion product purchases on their blog to further create and reproduce information. This research discovers how blog commitment affects fashion product purchase behavior and information reproduction activity among consumers as well as explores the impact of blog characteristics and information variety seeking by individual consumers on these factors. The data was collected from 428 adults who purchased a fashion product based on information they found on a blog. The results are as follows. First, blog characteristics are composed of accessibility, interactivity, credibility of the information, and informativeness. Second, in terms of the blog commitment, informativeness, credibility, and consumer information diversification (respectively), turned out to have positive effects; in addition, accessibility and credibility had positive effects for corporate blogs. The comparison between private and corporate blogs showed that consumers tend to be more committed to private blogs. Third, in terms of the brand attitude, private/corporate blog commitment, credibility, and consumer information diversification (respectively) had a positive influence. Fourth, blog characteristics and consumer information diversification led consumers (through private/corporate blog commitment) to form a favorable attitude towards the brand and purchase products that resulted in information reproduction of the purchased product.

• 한국컴퓨터정보학회논문지
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• 제29권7호
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• pp.139-148
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• 2024

팬데믹 이후 온라인 교육 플랫폼에 대한 수요가 급증하면서 소비자들이 의사 결정을 위해 온라인 리뷰에 더욱 의존하게 되었습니다. 본 연구는 중국 온라인 고객 리뷰가 온라인 교육에서 소비자 구매 행동에 미치는 영향을 조사합니다. 신뢰, 리뷰 감정, 리뷰의 양과 시의성을 분석하여 이러한 요인들이 소비자 결정에 어떻게 영향을 미치는지 이해하고자 합니다. 회귀 모델을 사용한 결과, 부정적인 리뷰, 시기적절한 피드백, 많은 양의 리뷰가 소비자 구매 결정에 긍정적인 영향을 미치며, 코스 가격은 반비례 관계를 나타냅니다. 또한, 인지적 신뢰와 감정적 신뢰는 리뷰와 구매행동 간의 관계를 매개하며, 소비자 결정 성향에 역 U자형 효과를 나타냅니다. 이러한 통찰은 온라인 교육 제공자에게 온라인 리뷰를 관리하고 활용하여 소비자 신뢰를 증진시키고 판매 성과를 향상시킬 필요성을 강조하는 유용한 시사점을 제공합니다.

• 복식문화연구
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• 제22권6호
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• pp.930-942
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• 2014

The purpose of this study is to apply the expectancy disconfirmation model to consumer post-purchase behavior toward fast fashion brands. This study incorporated repurchase intention as a result of consumer satisfaction. It was hypothesized that consumer satisfaction, which is influenced by expectation, perceived performance, and disconfirmation, influences repurchase intention. It was also hypothesized that expectation influences performance. This study examined the brands and prices of the most recent purchases of fast fashion and also examined whether the purchases were planned or unplanned. The hypothesized path was tested and the relative influences of instrumental and symbolic performance on satisfaction were identified. Data were collected from questionnaires answered by 344 university students who were selected by convenience sampling. The results were as follows: 1) Purchased brands were, in the order of frequency of purchase, Uniqlo, Zara, H&M, and Forever21, followed by domestic brands, 8seconds, Spao, and Mixxo. The frequency of unplanned purchase was more than twice higher than planned purchase. 2) Based on expectation and performance, dissatisfactory group was larger than satisfactory group, which were 35.8% and 24.7% respectively. 3) It was revealed from the expectancy disconfirmation model analysis that expectation and performance had positive influence, but cognitive dissonance had negative influence on satisfaction. Satisfaction had significant influence on repurchase intention. The path analysis showed that all hypothesized path coefficients were significant. The results suggest some effective marketing strategies for marketers in the fast fashion industry.

• 한국의류학회지
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• 제25권6호
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• pp.1143-1154
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• 2001

This research aimed to examine consumer's expectancy disconformation related to purchase satisfaction/dissatisfaction and post-purchase behavior in cable TV home shopping. A total of 700 questionnaires were randomly sent to cable TV home shoppers and 172 copies were used in final analysis. Frequency analysis. correlation analysis, analysis of variance, regression analysis, path analysis, and multinominal logit were used. The expectancy discoformation on \"fitting\" and \"how well the clothes suits oneself\" were significantly related to the complaint behavior of return and refund. TV home shoppers tended to express their complaints by requesting the home shopping company or the manufacture company for a compensation rather than express privately such as warning friends, stop buying and boycotting the item. The significant variables that would influence consumers to seek refund rather than exchange were purchase satisfaction, request of compensation to the company, overall expectancy disconformation and expectancy disconformation on decoration and details and suiting oneself.

• International Journal of Advanced Culture Technology
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• 제10권3호
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• pp.313-324
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• 2022

This study aims to quantitatively understand the influence of changes in functional cosmetics purchasing sentiment on purchasing behavior and purchase satisfaction after the COVID-19 pandemic and present empirical analysis results regarding the rapidly changing cosmetics consumption market. This study empirically analyzed the structural relationship between non-face-to-face service purchase behavior, functional cosmetics purchase behavior, and functional cosmetics purchase satisfaction to predict purchase behavior of functional cosmetics by psychological characteristics after COVID-19. The collected data were analyzed using SPSS 22.0 (Statistical Package for Social Science) program and Amos 21.0, and correlation analysis was performed to understand the relationship between consumers' purchasing behaviors of functional cosmetics according to their perception of risk of COVID-19 carried out.Summarizing the results of this study, it was found that the higher the anxiety after the corona outbreak, the higher the non-face-to-face service purchase behavior and the functional cosmetics purchase behavior. It was found that purchase satisfaction increased when purchasing behavior of functional cosmetics increased, but purchase satisfaction decreased as anxiety increased after the outbreak of Corona.In this study, a sample of 1452 people were used as research data, and the theoretical implications for the development of functional cosmetics were presented by confirming the effect of changes in non-face-to-face service purchase behavior according to psychological characteristics after Corona 19 on consumer satisfaction.

• 한국의류학회지
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• 제26권3_4호
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• pp.548-559
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• 2002

본 연구에서는 소비자 측면에서 영향을 미치는 중요한 요소인 소비자 특성에 따라 소비후 과정이 달라지는 점에 주목하여 쇼핑가치에 따라 만족을 판단하는 과정에 어떠한 차이를 보이고 있는지를 알아보았다. 본 연구의 자료수집은 대학생을 대상으로 설문지 응답방식을 수집하였으며, 총 614부를 최종 자료분석에 사용하였다. 통계분석을 위하여 군집분석, t-test를 실시하였으며, 제시된 인과모형을 검증하기 위하여 공변량구조모형분석을 이용하였다.

• KSII Transactions on Internet and Information Systems (TIIS)
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• 제14권5호
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• pp.2061-2083
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• 2020

Social commerce, integration of social media and e-commerce, provides potential opportunities for consumers to talk about their ideas and exchange product-related information on online shopping platforms. Given the substantial prospects related to business opportunities and consumers' perceptions, this study explores the factors driving fulfillment of the psychological contract in social commerce platforms. This research proposes, examines, and proves a theoretical model for the post-purchase behavior of the consumers, through an empirical investigation of online questionnaire-based data, gathered from 367 consumers in a cross-sectional setting. Results show that the fulfillment of psychological contract, consumer loyalty, and affective commitment fully mediate the impact of consumer trust on platform and repurchase intention. The level of commitment toward the consumer by the platform is strongly related to the degree of consumer trust, which is reciprocated through re-purchase intentions. This study offers essential theoretical implications with regards to the social exchange theory, attribution theory, and an moderating effect of the platform empathy on consumers' trust-psychological contract fulfillment relationship. Likewise, this research has significant implications for practitioners and managers.

• 한국의류학회지
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• 제35권5호
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• pp.561-574
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• 2011

This study investigates the ultimate factor structure of consumer dissatisfaction with the off-line purchase and usage of clothing. It identifies the determinant dimensions of consumer dissatisfaction on clothing purchase and usage and investigates the hierarchical structure of consumer dissatisfaction by assessing and comparing the effectiveness of five alternative factor structure models. A total of 300 women were online-surveyed to assess the level of dissatisfaction based on their dissatisfying experience with clothing purchases and usage in terms of product quality, price, salesperson's attitude, and store environment. The exploratory factor analysis identified the underlying dimensions of dissatisfaction: Handling, Aesthetics, Salesperson, Size, Price, Product Quality, Service, and Environment. By employing a first-order confirmatory factor analysis and higher-order confirmatory factor analysis, consumer dissatisfaction was confirmed to have a hierarchical structure with three second-order constructs Intrinsic instrument is manifested by handling, quality, and size, Intrinsic expression consists of service, salesperson, and environment, and Extrinsic circumstance contains aesthetics and price. On empirically demonstrating the multi-dimensional constructs of consumer dissatisfaction by identifying its hierarchical structure, the study provides the theoretical and practical insights to comprehend consumer purchase and post-purchase behavior. Specifically, it affords an empirical platform to extend the scope of research with condensed concepts of dissatisfaction to researchers. In addition, it also enables marketers to take a broader view of consumer dissatisfaction by providing cues about potential problems and identifying the source of those problems.