• 한국정보통신학회논문지
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• 제18권6호
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• pp.1454-1461
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• 2014

본 연구는 중국 현지인들을 대상으로 중국 인터넷 쇼핑몰의 물류품질이 고객만족에 미치는 영향과 고객만족이 구전의도에 미치는 영향을 분석하고 쇼핑몰의 유형과 이용자의 특성에 따라서 물류품질이 고객만족에 미치는 영향에는 차이가 있는지를 살펴보는 연구이다. 분석결과 물류품질의 배송요금과 사후성, 친절성 요인이 고객만족에 유의한 영향을 미쳤고 고객만족은 구전의도에 유의한 영향을 미쳤다. 그리고 쇼핑몰의 유형과 이용자의 성별, 연령에 따라서 물류품질이 고객만족에 미치는 영향에서는 차이가 없음을 확인할 수 있었다.

• 동아시아경상학회지
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• 제6권2호
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• pp.14-27
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• 2018

Purpose - The purpose of this study is to analyze the effect of 'delivery service quality' of online fresh food shopping malls on 'e-satisfaction' and 'repurchase intention' of online customers. Research design, data, and methodology - To demonstrate the relationship between the delivery service quality of online fresh food shopping mall and the e-customer satisfaction and repurchase intention, the research model was designed with 5 sub-factors (promptness, accuracy, economy, safety, information) based on the contents of previous studies. The data collection is conducted with sampling survey. The participants are customers who have visited, purchased and received their orders within the last 6 months in online fresh food shopping malls. This study analyzed collected data, then confirmed and finalized the hypothesis by using IBM SPSS Statistics 21.0 statistical program. Results - Hypothesis 1: The service quality of online fresh food shopping mall will have a statistically significant effect on online customers' e-customer satisfaction. Hypothesis 2: The service quality of online fresh food shopping mall will affect the repurchase intention of online customers. Hypothesis 3: The e-customer satisfaction of online fresh food shopping mall will have a statistically significant effect on repurchase intention. Among the 5 sub-factors (promptness, accuracy, economy, safety, information) of delivery service quality, three factors such as promptness, accuracy, and safety have stronger influence on e-satisfaction and repurchase intention of online customers. Conclusions - This study has proven the feasibility and viability of the hypotheses that 1) The excellent delivery service quality of an online fresh food shopping mall primarily affects e-customer satisfaction; and that 2) Ecustomer satisfaction will secondarily serve to improve repurchase intention.

• 한국정보시스템학회지:정보시스템연구
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• 제17권1호
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• pp.63-82
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• 2008

Recently the development of information technology and the emergence of electronic commerce have brought significant changes of purchase behavior in customers. The purpose of this research is to investigate the important elements of e-CRM which influence the customers satisfaction in the shopping mall. Also this study is to investigate the relationship between customer satisfaction and repurchase intention and word of mouth intention. What we have found are as follows. (1) e-CRM elements greatly influencing on customer satisfaction in the shopping mall were e-Marketing, s-Sales, e-Service, and e-Security. (2) results of the relationship between customer satisfaction and repurchase intention was significant. (3) results of the relationship between customer satisfaction and word of mouth intention was significant. (4) results of the relationship between repurchase intention and word of mouth intention was significant. In conclusion, the results of this study will be helpful for the managers participating the operation of internet shopping mall.

• 복식
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• 제51권3호
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• pp.129-139
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• 2001

The purpose of this study is to suggest the standard size specification of the apparel item as finding out apparel products'sizing problem in the domestic and foreign interned shopping malls. Though that, to suggest basic data of web page offered sizing system given to consumer higher satisfaction and based on ISO (International Organization For Standardization), domestic industry standard and service related size. The summarized findings are as follow. 1. The result of size description research, the size description system between internet site were very different, in addition in the department shopping malls it was different by manufacturing industry. Also in domestic and foreign shopping malls, It was not correspond to ISO and domestic industry standard, used Numeric and Alphabetical size. In the foreign shopping mall it distinguish body type and age group. 2. The result of consumer's satisfaction, the superior fashion malls were Samsung, LG, Fashionpia in the domestic shopping mall, were Gap, JCPenny, Jcrew in the foreign shopping malls. In the total group, 1-5 grades were ranked in the foreign shopping malls. 3. Satisfaction of the foreign fashion mall was higher than that of the domestic fashion malls. Exactly, foreign fashion mall described size chart, size description, product size and body size measuring method but domestic fashion malls didn't describe that. Domestic fashion malls need sizing system development given to consumer higher satisfaction. In addition sizing system based on ISO and domestic industry standard and subdivided to body type and ale group must be studied. Aloe, fashion information, coordination information and product explanation must be reinforced.

• 통상정보연구
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• 제11권1호
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• pp.219-238
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• 2009

The purpose of this study was to find out purchase motive factors working on our customers in online shopping mall industry developing day by day, and refer to previous literatures to analyze possible effects of those factors on Satisfaction, so that it could identify which purchase motive factors may have effects on Satisfaction.

• 패션비즈니스
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• 제18권1호
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• pp.118-131
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• 2014

The purpose of this study is to classify the service recovery fairness of internet fashion shopping mall depending on the type of shopping mall into 3 levels, and analyze their influence on customers' satisfaction and intention to repurchase. Data were collected from 271 customers who had made a complaint or raised a question about service among the customers, and was analyzed through AMOS 7.0. For hypothesis testing, a research model was set up in the form of structure equation model, and its suitability was investigated. The results of this research can be summarized as follows: First, in relation to the service recovery fairness at internet shopping mall, only the consequential fairness has a meaningful relationship with customer satisfaction. Second, it has been shown that the higher the customers' satisfaction with internet shopping mall, the more positive influence it has on intention to repurchase. Third, it has been shown that the influence of service recovery fairness on customers' satisfaction and intention to repurchase has a meaningful difference depending on the type of internet shopping mall. In other words, it has been shown that customer satisfaction is higher at open market than general internet shopping mall. In addition, it has been shown that in open market, only the consequential fairness has a meaningful influence, therefore it will be more effective to strengthen a strategy focused on economical rewards than other fields.

• 한국의상디자인학회지
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• 제13권4호
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• pp.199-212
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• 2011

This study examined the influence of fashion product consumer's relationship benefit on relationship quality in the internet shopping mall. Also consumer's relationship benefit perception and relationship quality are identified in terms of consumer's relationship tendency(relationship period, relationship intensity). Survey research was conducted from November 1, 2011 to November 12, 2011 in people living in Seoul and other metropolitan areas who had purchased fashion products in the internet shopping mall. 620 useful data were analyzed by factor analysis, reliability analysis, multiple regression, t-test, ANOVA and duncan test using SPSS 17.0. The results were as follows: Relationship Benefit perceived by fashion product consumer was categorized into three factors including "economic benefit", "psychological benefit", "informational benefit". Each factor of relationship benefit had a significant influence on customer satisfaction, trust, and commitment. As for consumer's relationship benefit perception according to the relationship period for internet shopping mall, the consumer who had used the internet shopping mall longer perceived relationship benefit factors higher than shorter using consumer. As for relationship quality, there was a significant difference only in customer satisfaction according to consumer's relationship period for internet shopping mall, Relationship benefit factors and relationship quality showed Significant differences according to the degree of relationship intensity perceived by consumer in the internet shopping mall.

• 한국의류산업학회지
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• 제11권4호
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• pp.549-555
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• 2009

The purpose of this study was to investigate the effects of service quality on consumer satisfaction and loyalty according to clothing involvement at internet shopping mall. Data were obtained from 400 college students living in Busan. Data were analyzed by factor analysis, reliability analysis, cluster analysis, t-test and regression analysis using SPSS WIN 14.0. The results indicate that companies of shopping mall striving for consumer loyalty should focus primarily on satisfaction and service quality perceived by consumer at Internet. The effects of clothing involvement on the association of consumer loyalty, satisfaction and perceived service quality are significant. This finding provides the information being efficient to develop marketing implications related to internet shopping mall.

• 정보관리연구
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• 제40권1호
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• pp.183-197
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• 2009

With development of the internet, internet shopping is taking its place as one of digitalization industries transcending time and space beyond the scope of commercial activities as the means of goods sales and purchase. We studied about the relations of customer value, environment of internet shopping mall, customer satisfaction and loyalty. Customer value is customers' subjective evaluation, which is formed after their purchasing and consuming. Customer satisfaction can be characterized as post-purchase evaluation of product quality given pre-purchase expectations. Customer loyalty is a potentiality or ensure of durative relationship between customer and enterprises. Customer satisfaction functions as an antecedent of customer loyalty, while customer value does customer satisfaction. It prevents customer churn and consolidates retention, thereby constituting an important cause of customer loyalty. This study shows that customer value, environment of internet shopping mall and customer satisfaction are each found to have a direct effect on customer loyalty. The results provide empirical support for relation between customer satisfaction and loyalty. To increase customer satisfaction and customer loyalty in internet shopping mall is the primary purpose of this study. We believe that only high quality based customer programs accompanied by well designed loyalty programs can be effective in increasing customer retention.

• 산업경영시스템학회지
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• 제28권3호
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• pp.87-97
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• 2005

This study deals with the analysis on the consciousness and image character of the internet shopping mall. As consciousness analysis result of internet shopping mall consumer, 'cheap price' and 'convenience' are evaluated high by reason that buy goods/service. 'Delivery delay' shows that deficiency of swiftness is indicated preferentially by shortcoming when the goods/service are purchased at the internet shopping mall. Consumer is prferring most 'deferred payment' with consumer's protection system of internet shopping mall. In image character of internet shopping mall, computer system speed and swiftness of reaction time, intimacy of shopping mall site design, delivery system trustability, goods/service contiguity, trustability of billing system, recognition shopping mall company, consistency about good service etc., showed high assessment, but comparative satisfaction is not high in solution at authoritativeness of personal information leakage prevention, problem occurrence.