• Journal of the Korean Society of Clothing and Textiles
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• v.30 no.6 s.154
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• pp.961-970
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• 2006

This study attempted to understand post-purchase consumer return experiences which had not received much attention in consumer behavior research. As a first step to understand return experiences from consumers' viewpoint, the study took an exploratory approach and identified themes and patterns from subjective consumer experiences. Whenever possible, attribution theory was applied to interpret the identified patterns. A total of 99 cases were collected from an open-ended questionnaire and analyzed based on a qualitative method. The reasons of product return was classified into five groups: changing mind; product defects; unsuitable products; products not expected; and for a better deal. External attribution was observed for return decisions caused by consumers' changed mind as well as by product defects. Dissatisfaction with defected products seemed to be intensified or reduced by service failure or success in the post-purchase service encounter. Consumer expectation and situations seemed to affect this process. Overall, the study supported attribution theory in the post-purchase return experience, and insights for research questions were proposed.

• Fashion & Textile Research Journal
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• v.25 no.2
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• pp.165-174
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• 2023

This study analyzed the purchase status of athleisure wear and consumers' dissatisfaction with online shopping post-COVID-19. The target population comprised female consumers in their 20s to 50s who are interested in exercise and fashion. The study investigated differences according to age. It was found that athleisure wear was purchased once every two to three months and used as sportswear and/or daily wear. Purchase information was obtained via the Internet, and purchases were made online. Design, price, wear sensation, and textiles were the most important selection criteria, and T-shirts and leggings were the most frequently purchased garments. Additionally, textile characteristics such as moisture-absorbing and quick-drying as well as elasticity were evaluated as important. Online shopping of athleisure wear has increased since COVID-19 due to the time savings, low price, opportunity to compare several products, and delivery convenience. However, consumers were dissatisfied due to the differences between the screen image and the actual product, the inconvenience of returns, exchanges, and refunds, the lack of product information, product quality, and delivery. Furthermore, it was found that pursuing value of athleisure wear differed according to age. Consumers in their 20s and 30s required athleisure wear with the characteristics of sportswear and daily or urban wear and those in their 40s and 50s required garments with good performance as sportswear. Based on consumer feedback, it is necessary for manufacturers to provide product information that can improve product reliability.

• Journal of the Korean Society of Costume
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• v.42
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• pp.91-112
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• 1999

This study mainly focuses on the dissatisfaction of the post-purchase behavior regarding the consumer dissatisfaction complaining behavior and repurchase intention In the literature study approach it was hypothe-sized that dissatisfaction variables was consisted of the cognitive process and emotion. And the dissatisfaction variables and the individual vari-ables and situational variables were set up to contribute to form the complaining behavior. In the process of the complaining behavior the first thing the consumers would do when they would seek for redress or not. Consumers who sought redress and actually received the fair treatment from a store practiced positive word-of-mouth. However consumers who received unfair treat-ment practived negative word-of-mouth exit behavior or the third party complaining Behavior. And consumers who did not seek any redress either showed exit behavior practiced negative word-of-mouth or no complaining behavior at all. Therefore. complaining behavior process consists of redress seeking process and non-redress seeking process. For the empirical study the survey method was used and two other researches were previously conducted. First of all the research was designed to comprehend consumer complaining behaviors process Secondly it was conducted for measuring validity and reliability: Cronbach's q. The sqmple was 569 women aged 2-'s to 5-'s living in Seoul and other suburban areas. The various methods were used to analyze the date such as frequency, percentage and multiple regression analysis. Overall the results were verified. 1) The dissatisfaction variables and individual variables influenced situational variables. 2) The complaining behavior intention was affected by dissatisfaction variables indivi-dual variables and situational variables. 3) The repurchase intention occurred more when the justice was performed Consequently the complaining behavior proce-dure was consisted of the redress seeking and non-redress seeking. And dissatisfaction vari-ables and individual variables were verified to influnce situational variables. These complaining behavior variables affected complaining behavior Especially in a case of redress seeking process complaining behavior and repurchase rate were highly affected by the perceived justice from a store.

• Journal of Distribution Science
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• v.16 no.8
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• pp.79-89
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• 2018

Purpose - This research aims to investigate the factors that influence consumer's overseas online shopping behavior. Consumers adopt overseas online shopping as a new buying way and more and more consumers prefer overseas online shopping than traditional shopping ways. Consumers' behaviors in this shopping experience can be different from other shopping experiences. With the increase of overseas online shopping, we need to find antecedents and results of overseas online shopping. Especially there would be positive or negative factors which influence overseas online shopping motivation. To find the relationship, this study examines self-efficacy and impulsivity as major factors which influence overseas online shopping. We also suggest that several attitude factors increase self-efficacy and it is positively related to customer satisfaction. On the other hand, we assume that overseas online shopping factors influence impulsivity of buying and it will decrease customer satisfaction. Research design, data, and methodology - This empirical study data were collected from Korean people who experience overseas online shopping. The subjects for this study were confined to shoppers who used overseas online shopping within the past six months. A total of 267 responses were gathered. SPSS 23.0, PLS 2.0 software were used in the data analysis. Descriptive statistics were used to show sample characteristics. We examined reliability, validity test for constructs. All measurement items used seven-point scales(1= very strong disagree, 7 = very strongly agree) drawn from previously published papers. Partial Least Square method was applied to find the relationship between antecedent factors and dependent factors and hypotheses were estimated. Results - Results show that perceived superiority, perceived ease of use, perceived transaction safety, perceived behavioral control positively affect self-efficacy. Self-efficacy influences positively to consumer's post purchase satisfaction. Perceived monetary benefit and perceived uniqueness motivated impulse buying. This can make consumer's post purchase dissatisfaction. Conclusions - This paper attempted to confirm the existence of both the positive and negative faces of overseas online shopping. The result reveals that self-efficacy is a major factor which may increase satisfaction in the overseas online shopping. Usually, we can think monetary benefit and uniqueness of products motivate overseas online shopping. But it can also intrigue impulse buying and negatively affect customer relationship. Therefore companies should provide enough products information to their potential customers and they might apply adequate processes such as recommendation, comparing systems to build long term relationship with their customers.

• Journal of Fashion Business
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• v.14 no.2
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• pp.81-94
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• 2010

The online shopping environment has radically changed consumer shopping behavior. Without the actual physical shopping experience in a brick-and-mortar store, consumers make purchasing decisions over the Internet. They make an effort to obtain product information not only from online merchants, but also from previous purchasers in order to make an informed decision. Accordingly, customer comments are expected to have a significant impact on decisions to purchase goods and services online. This paper focuses on one type of electronic word-of-mouth, the online consumer review. It derives several motivations why customers post product reviews on shopping mall sites. Customer motives were identified through an in depth one-on-one interview with twenty female respondents conducted twice from June $17^{th}$ to September $11^{th}$, 2009. The interviews lasted between 40 and 60 minutes. The results showed that consumers write product reviews based on six motivations: to receive a reward or remuneration for writing a product review, to share information with other customers, to improve the quality of goods and services, to reduce customer dissatisfaction, to recommend products and services, and to derive pleasure.

• Journal of Korean Home Economics Education Association
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• v.22 no.3
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• pp.129-145
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• 2010

In this study, when buying fashion products through internet shopping malls, it is researched about the buying behavior, the awareness of customer review, the use and posting of customer review and the accompanying awareness. The difference of awareness on the customer review according to their involvement of clothes, are examined from high school students in Seoul. And it is examined if they experienced any dissatisfaction after their purchase and what their behavior were. The questionnaire survey was taken by 508 students from 6 high schools in Seoul. The average, the standard deviation, the frequency, the t-test, the One way ANOVA and Duncan's Multiple Test were conducted for data analysis using SPSS 17.0. In the fashion products purchase behavior of the students, The reasons of buying were mainly because of the diversity and the convenience. Some students don't shop online because screen product and actual product are not the same. The awareness of the customer review represented high in the reliability and usefulness. The awareness on the influence of the customer review represented high in the contents direction and the numbers of the customer reviews but represented low in the timeliness. As to the awareness of the customer review, the student using it represented higher in all elements such as the usefulness, the reliability, and the influence than students who not use customer review. The students posting customer review recognized higher on the usefulness and the reliability of the customer review than those who did not post it, and were highly influenced by the numbers of customer reviews. The awareness of the customer review according to the involvement of clothes was the difference only in the usefulness. As to coping actions of students experiencing dissatisfaction, the proportion of the students coping with the public action and those who do not perform any action represented high.

• Journal of Korean Physical Therapy Science
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• v.9 no.3
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• pp.129-140
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• 2002

This study intended to find out how the handicapped use medical aid, their satisfaction at using it and so on. First a preliminary survey(Apr. 20$\sim$24, 2002) was made for the handicapped who had been cured for rehabilitation by wearing medical aid at hospitals and welfare center in Jeonbuk region. Then total 120 subjects were asked to fill out a standardized questionnaire from May 15$\sim$22, 2002. Out of total 95 questionnaires collected, 84 questionnaires were analyzed except for 11 cases unsuitable for the intention of this study. The results can be outlined as follows: 1. In general characteristic, it was found that the causes of disability included disease(35 respondents; 41.7%), traffic accident(23 respondents, 27.4%) and so on. In addition, 1st handicap comprised the majority(32 respondents; 58.2%) in handicap grade and ankle foot orthosis(or b-k orthosis) was most often used as medical aid(28 respondents: 33.3%) 2. In particular, it was also shown that the 1st handicap mainly resulted from traffic accident(15 respondents, 27.3%) and post-disease disability (11 respondents, 20.0%). They wore medical aid for 1 year or less on the average, because they were hospitalized for cure, which showed statistically significant level(P<0.05). 3. It was found that total 69 respondents(82.1%) were more or less satisfied with their medical aids depending on the causes of disability, and total 46 respondents(83.6%) were satisfied with their aids according to their handicap grade, but there were no statistical significance. 4. Total 56(66.7%) respondents answered that they would purchase medical aid on their own expenses, when they became handicapped. And the price of medical aid ranged from $\300,000{\sim}400,000$(25 respondents: 29.8%) to \ 500,000 or more(24 respondents: 28.6%). It means that they purchased more or less expensive medical aid on their own expenses, which showed statistical significance(P<0.05). 5. If there was any failure of medical aid, 9 respondents(37.5%) answered that they would be serviced from medical companies, and 7 respondents(29.2%) would be serviced from medical aid manufacturers. Most respondents were serviced for their medical aids from related companies. For the question about the causes of dissatisfaction upon repair service, 11 respondents(45.8%) answered that existing service company provided unskilled repair services and other respondents answered that there was no spare part or higher service expenses than they thought. These answers had the statistical significance(P<0.05). However, 20 respondents(79.2%) answered that they were satisfied with the repair service, which means that most respondents are satisfied with the service. In view of the results as described above, it can be concluded that their handicap or disability results from disease or sequelae after traffic accident and most of the affected wear their own medical aid. In the future, it is required that the medical insurance should cover those medical aids, and the service for failed medical aids should be commissioned by technical serviceman to realize customized manufacture and repair service according to different causes so that the handicapped can enjoy more or less comfort and convenience in their daily lives without any extreme difficulty.

• Journal of Distribution Research
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• v.15 no.3
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• pp.71-110
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• 2010

1. Introduction Today Internet is recognized as an important way for the transaction of products and services. According to the data surveyed by the National Statistical Office, the on-line transaction in 2007 for a year, 15.7656 trillion, shows a 17.1%(2.3060 trillion won) increase over last year, of these, the amount of B2C has been increased 12.0%(10.2258 trillion won). Like this, because the entry barrier of on-line market of Korea is low, many retailers could easily enter into the market. So the bigger its scale is, but on the other hand, the tougher its competition is. Particularly due to the Internet and innovation of IT, the existing market has been changed into the perfect competitive market(Srinivasan, Rolph & Kishore, 2002). In the early years of on-line business, they think that the main reason for success is a moderate price, they are awakened to its importance of on-line service quality with tough competition. If it's not sure whether customers can be provided with what they want, they can use the Web sites, perhaps they can trust their products that had been already bought or not, they have a doubt its viability(Parasuraman, Zeithaml & Malhotra, 2005). Customers can directly reserve and issue their air tickets irrespective of place and time at the Web sites of travel agencies or airlines, but its empirical studies about these Web sites for reserving and issuing air tickets are insufficient. Therefore this study goes on for following specific objects. First object is to measure service quality and service recovery of Web sites for reserving and issuing air tickets. Second is to look into whether above on-line service quality and on-line service recovery have an impact on overall service quality. Third is to seek for the relation with overall service quality and customer satisfaction, then this customer satisfaction and loyalty intention. 2. Theoretical Background 2.1 On-line Service Quality Barnes & Vidgen(2000; 2001a; 2001b; 2002) had invented the tool to measure Web sites' quality four times(called WebQual). The WebQual 1.0, Step one invented a measuring item for information quality based on QFD, and this had been verified by students of UK business school. The Web Qual 2.0, Step two invented for interaction quality, and had been judged by customers of on-line bookshop. The WebQual 3.0, Step three invented by consolidating the WebQual 1.0 for information quality and the WebQual2.0 for interactionquality. It includes 3-quality-dimension, information quality, interaction quality, site design, and had been assessed and confirmed by auction sites(e-bay, Amazon, QXL). Furtheron, through the former empirical studies, the authors changed sites quality into usability by judging that usability is a concept how customers interact with or perceive Web sites and It is used widely for accessing Web sites. By this process, WebQual 4.0 was invented, and is consist of 3-quality-dimension; information quality, interaction quality, usability, 22 items. However, because WebQual 4.0 is focusing on technical part, it's usable at the Website's design part, on the other hand, it's not usable at the Web site's pleasant experience part. Parasuraman, Zeithaml & Malhorta(2002; 2005) had invented the measure for measuring on-line service quality in 2002 and 2005. The study in 2002 divided on-line service quality into 5 dimensions. But these were not well-organized, so there needed to be studied again totally. So Parasuraman, Zeithaml & Malhorta(2005) re-worked out the study about on-line service quality measure base on 2002's study and invented E-S-QUAL. After they invented preliminary measure for on-line service quality, they made up a question for customers who had purchased at amazon.com and walmart.com and reassessed this measure. And they perfected an invention of E-S-QUAL consists of 4 dimensions, 22 items of efficiency, system availability, fulfillment, privacy. Efficiency measures assess to sites and usability and others, system availability measures accurate technical function of sites and others, fulfillment measures promptness of delivering products and sufficient goods and others and privacy measures the degree of protection of data about their customers and so on. 2.2 Service Recovery Service industries tend to minimize the losses by coping with service failure promptly. This responses of service providers to service failure mean service recovery(Kelly & Davis, 1994). Bitner(1990) went on his study from customers' view about service providers' behavior for customers to recognize their satisfaction/dissatisfaction at service point. According to them, to manage service failure successfully, exact recognition of service problem, an apology, sufficient description about service failure and some tangible compensation are important. Parasuraman, Zeithaml & Malhorta(2005) approached the service recovery from how to measure, rather than how to manage, and moved to on-line market not to off-line, then invented E-RecS-QUAL which is a measuring tool about on-line service recovery. 2.3 Customer Satisfaction The definition of customer satisfaction can be divided into two points of view. First, they approached customer satisfaction from outcome of comsumer. Howard & Sheth(1969) defined satisfaction as 'a cognitive condition feeling being rewarded properly or improperly for their sacrifice.' and Westbrook & Reilly(1983) also defined customer satisfaction/dissatisfaction as 'a psychological reaction to the behavior pattern of shopping and purchasing, the display condition of retail store, outcome of purchased goods and service as well as whole market.' Second, they approached customer satisfaction from process. Engel & Blackwell(1982) defined satisfaction as 'an assessment of a consistency in chosen alternative proposal and their belief they had with them.' Tse & Wilton(1988) defined customer satisfaction as 'a customers' reaction to discordance between advance expectation and ex post facto outcome.' That is, this point of view that customer satisfaction is process is the important factor that comparing and assessing process what they expect and outcome of consumer. Unlike outcome-oriented approach, process-oriented approach has many advantages. As process-oriented approach deals with customers' whole expenditure experience, it checks up main process by measuring one by one each factor which is essential role at each step. And this approach enables us to check perceptual/psychological process formed customer satisfaction. Because of these advantages, now many studies are adopting this process-oriented approach(Yi, 1995). 2.4 Loyalty Intention Loyalty has been studied by dividing into behavioral approaches, attitudinal approaches and complex approaches(Dekimpe et al., 1997). In the early years of study, they defined loyalty focusing on behavioral concept, behavioral approaches regard customer loyalty as "a tendency to purchase periodically within a certain period of time at specific retail store." But the loyalty of behavioral approaches focuses on only outcome of customer behavior, so there are someone to point the limits that customers' decision-making situation or process were neglected(Enis & Paul, 1970; Raj, 1982; Lee, 2002). So the attitudinal approaches were suggested. The attitudinal approaches consider loyalty contains all the cognitive, emotional, voluntary factors(Oliver, 1997), define the customer loyalty as "friendly behaviors for specific retail stores." However these attitudinal approaches can explain that how the customer loyalty form and change, but cannot say positively whether it is moved to real purchasing in the future or not. This is a kind of shortcoming(Oh, 1995). 3. Research Design 3.1 Research Model Based on the objects of this study, the research model derived is