• 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.

• 대한가정학회지
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• 제34권4호
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• pp.265-278
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• 1996

This study was designed to examine the level of middle-aged wives' buying tendency of foreign appliances and the degree of their satisfaction, as well as to examine socio-demographic variables, psychological variables and their influences on buying tendency and post-purchase satisfaction. 318 middle-aged wives residing in Seoul and Pusan were questionnaired. Major finding are as follows: 1) Middle-aged wives' buying-tendency of foreign appliances proved more than middle-point. 2) Variables that affect buying-tendency are four: income, education level, preference for expensive goods, preference for well-known labels. 3) Variables that affect post-purchase satisfaction of foreign appliances are four: imcome, husband's occupation, preference for expensive goods, buying tendency.

• 한국산학기술학회논문지
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• 제11권11호
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• pp.4188-4196
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• 2010

본 연구는 브랜드 아파트에 대한 인식이 브랜드 아파트 만족도에 어떤 영향을 미치는지를 분석하고자, 브랜드 아파트에 대한 인식요인들을 자연환경 요인, 내부시설수준 요인, 브랜드가치 요인, 경제성 요인, 사회환경 요인으로 분류하여 각 요인들이 브랜드 아파트 만족도에 미치는 영향을 실증 분석하였다. 분석결과, 내부시설수준 요인, 브랜드가치 요인, 경제성 요인에 대한 브랜드 아파트 인식요인이 브랜드 아파트 만족도에 유의적인 양(+)의 영향을 미치는 것으로 나타났다. 본 연구의 실증결과는 아파트 건설회사들이 브랜드 아파트 만족도에 영향을 미치는 브랜드 아파트에 대한 인식요인들(내부시설수준 요인, 브랜드가치 요인, 경제성 요인)을 분석하여 소비자의 구매 욕구를 높일 수 있는 마케팅전략을 수립하고 구매 후 만족도가 높은 인식요인들을 고려하여 브랜드 아파트를 개발하는데 도움을 줄 것으로 예상된다.

• 정보관리연구
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• 제40권4호
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• pp.151-171
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• 2009

This study is to investigate dissatisfaction behavior of customers who purchase products on the Internet shopping mall and to find customers' dissatisfaction behavior types for effectively responding to that. Managing dissatisfaction behaviors are related to the customer satisfaction. To conduct this study, Call Center data was collected and analysed by qualitative method. The results showed that dissatisfaction of product quality and disappointment have different effects on post--purchase behaviors. Customers who feel more dissatisfaction with product quality showed the aggressive response such as exchange, refund, while customers who feel disappointment are likely to switch the shopping mall or to cancel the order. These results of customers' dissatisfaction behaviors indicate that company has to manage both product quality and the customer's experience dimension.

• 디지털융복합연구
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• 제19권1호
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• pp.187-198
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• 2021

본 연구는 소비자 관점에서 리테일 분야의 사물인터넷 기반 제품 및 서비스 활용 현황을 파악하고 각각 서비스의 역할과 소비가치에 대해 분석하고자 한다. 이를 위해 의사결정과정을 구매이전, 구매, 구매이후 단계로 나누고 사물인터넷 제품 및 서비스 사례를 단계별로 분류한 후, 각 재품 및 서비스의 특징 및 소비가치를 분석하였다. 연구결과에 따르면 의사결정과정에 이용되는 사물인터넷 제품 및 서비스는 구매 이전 단계에서 정보제공, 대안비교 기능을 수행하며 구매단계에서는 상호작용, 자동결제시스템에 활용되고 있다. 구매 이후 단계에서는 반복 구매를 유도하고 사후서비스를 제공한다. 의사결정 전반에서 스마트 리테일은 인식 가치, 기능적 가치를 제공하고 구매 이전 단계에서는 상황적 가치 및 사회적 가치를, 구매 이후 단계에서는 상황적 가치를 추가적으로 제공한다. 본 연구는 기존의 기술·산업중심으로 이루어졌던 사물인터넷 연구에서 나아가 소비자중심에서 소비가치를 고찰함으로써 소비자의 만족도 향상과 스마트 리테일의 발전을 위한 조언을 제공함에 있다.

• 한국정보시스템학회지:정보시스템연구
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• 제15권1호
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• pp.21-48
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• 2006

Recently the development of information technology and the emergence of electronic commerce have changed the model of purchase behavior in customers. This research aims to enhance the reliability of the result compared to the existing studies in internet shopping mall, and to find out the influence that logistics service quality elements has on customer satisfaction and that customers satisfaction has on the repurchase intention and word of mouth intention. To do so, prior researchs on the logistics service quality, customer satisfaction, repurchase intention and word of mouth intention was widely reviewed and the relationship between logistics service quality elements and customer satisfaction, and between customer satisfaction and repurchase intention and word of mouth intention were empirically tested. A total of 256 responses were received and analyzed from internet shopping mall. The analyses showed partial support for the affirmative effect of logistics service quality, customer satisfaction and post-purchasing behaviors in the internet shopping mall.

• 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.

• 한국의류학회지
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• 제20권3호
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• pp.481-492
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• 1996

The purposes of the present study were (1) to examine the differences between the experienced group in buying foreign-brand formal wear and the non-experienced group in terms of demographic characteristics, clothing expenditures, and purchase behaviors of formal wear, and (2) to investigate the purchase behaviors of and the extent of post-purchase satisfaction to foreign-brand formal wears for purchase group of foreign-brand formal wear. By using questionnaire consisting of 20 questions, data were collected from 754 female consumers in age range of 20~59. Chi-square analysis and t-test were used for data analysis. Significant differences were found between the groups in educational levels, monthly clothing expenditures, monthly household income, the number of formal wear purchased per season, store patronage, items often purchased, perceived proper price per item, and criteria for selecting stores and evaluating products. The group with experiences in purchasing foreign-brand formal wear showed high satisfaction levels with the quality of foreign-brand formal wears. When buying foreign-brand formal wears, the experienced group considered styles and color as important evaluative criteria, and favored stores having sales with wide assortmetsn.

• 대한가정학회지
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• 제33권5호
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• pp.75-88
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• 1995

The objectives of this study were to classify the contents of clothing shopping orientation, to group women into shopper types, and to examine the differences in clothing purchase criteria according to the shopper types. Samples were 335 women(20-49 years of age) in Seoul, Korea. The data were analyzed using factor analysis, cluster analysis, one-way ANOVA, Duncan's multiple range test, X2 test, paired t-test, multiple regression analysis. The results of the study were the followings. 1. Five factors of clothing shopping orientation derived by factor analysis : F.1 'impulsive shopping' ; F.2 'rational shopping' ; F.3 'independent shopping' ; F.4 'economic shopping' ; F.5 'convenient shopping'. Three shopper types were classified by cluster analysis of the 5 factors : T.1 'convenient shopper' ; T.2 'impulsive shopper' ; T.3 'rational shopper'. 2. Significant differences were found among the 3 shopper types in all clothing purchase criteria. Rational shopper perceived all purchase criteria as more important than did the other 2 types. Impulsive shopper perceived 'fashion', 'attractiveness', 'style', and 'bland' as more important than did convenient shopper. 3. Married women and unemployed women were more distributed in rational shopper, while the unmarried and the employed more in impulsive shopper. Impulsive shopper used more credit care, purchased suits and blouses at department store and brand specialty store more than did rational shopper. Rational shopper purchased at discount store and wholesale store more than did impulsive shopper. 4. Women assessed 'color and fabric design' as most important in suit and blouse purchase criteria. 'Care' was perceived more important in blouses than in suits, and the other 9 purchase criteria(fashion, attractiveness, style, color and fabric design, fabric, durability, costruction, comfort, and brand) were perceived more important in suits than in blouses. 5. Rational and economic shopping orientation scores were higher in suit purchase than in blouse, while impulsive, independent, and convenient shopping orientation scores were higher in blouse purchase. 6. Post-purchase suit satisfaction was influenced by rational shopping orientation, educational level, style, income, and comfort. The explanatory power of the 5 variables was 17.2%. Post-purchase blouse satisfaction was influenced by style, care, rational shopping orientation, and independent shopping orientation. The explanatory power of the 4 variables was 10.2%.

• 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.