• Asia pacific journal of information systems
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• v.13 no.1
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• pp.171-195
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• 2003

Providers for the commercial web sites are seriously competing for attraction and retention of customers. However, customer loyalty in the on-line business could be determined by factors different from those in the off-line business. In this paper, determinants for the customer loyalty in the on-line business are analyzed as two parts. The first part includes determinants that foster voluntary customer loyalty, such as satisfaction, self-involvement, and positive characteristics of Internet. The second part includes determinants that foster involuntary customer loyalty, such as switching barrier and bonds. Through the empirical study of 399 survey of Korean Internet users, both voluntary and involuntary factors contributing to the customer loyalty were found. Also, relationship between the positive characteristics of Internet and customer loyalty were found. The understanding of the determinants of customer loyalty will be an important information developing a winning strategy in the on-line business.

• Journal of Korea Society of Digital Industry and Information Management
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• v.10 no.1
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• pp.169-179
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• 2014

Customer loyalty in on-line context could be determined not only by voluntary factors but also by involuntary factors. Even though customer doesn't satisfy with certain technology and service, customer loyalty could be fostered by involuntary factors such as network effect, bonds, and switching cost. The purpose of this study is to investigate the determinants of customer loyalty on SNS in terms of voluntary and in voluntary factors. Based on prior studies on satisfaction and customer loyalty, usability and familiarity were identified as voluntary factors and network effect, bonds, and switching cost were identified as involuntary factors. Through the empirical study of 199 survey of SNS users, voluntary factors are found to be significantly related to the satisfaction and customer loyalty. Among involuntary factors, bonds are not found to be significantly related to customer loyalty.

• Journal of the Korean Society for information Management
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• v.39 no.3
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• pp.133-163
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• 2022

This study aims to analyze the effect of marketing using Chinese public library WeChat official accounts on the perception of the library and loyalty. For this purpose, research possibilities were explored, and a questionnaire was developed through in-depth interviews with users who subscribed to the Chinese public library WeChat official accounts and those who did not. A survey was conducted with the questionnaire for public library users in six regions of China. As a result, it was confirmed that the characteristics of the official account operation had a positive effect on the perception of the libraries and users' loyalty. This study is meaningful in that it verified how Chinese public library marketing using SNS affected users' purpose on the use of libraries, perception of libraries, and users' loyalty, and suggested how to deal with WeChat official accounts among SNS types.

• Knowledge Management Research
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• v.14 no.1
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• pp.21-37
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• 2013

Due to the development of social networks and smartphones, many different kinds of issues have emerged in business and society. By reflecting these trends, social network sites have appeared and they are recognized as the new concept of sites. The major feature of the social network sites is that the social relationship had been taken to the online space. Social network sites support the formation of a network and offer users the relationship between users offline as well as online. Based on the features mentioned above, users enjoy the benefits using social network sites. These social network sites in the enterprise can be used to form relationships with customers. This study identified the influencing factors as relational benefits and social influence on relationship commitment in social network sites. In addition, we analyzed that how the relationship commitment between users affects user loyalty after their using social network sites. We presented empirical results by utilizing structural equation model with 244 respondents and the significant implications for the academy and the practice with discussions.

• The Journal of the Korea Contents Association
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• v.15 no.9
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• pp.436-444
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• 2015

The China smartphone market saw continuous growth since 2010, with total smartphone users up to 5,190 million by the end of 2014. For marketers, it seems some careful consideration will be required when it comes to deciding on how to capture loyal customers to bring profit for a company. Thus, this study aims to develop a model to investigate the factors influencing customer loyalty through brand attitude in China's smartphone market. Twelve research hypotheses derived from this model are validated using a field survey of Sumsung smartphone users in China. The results indicate that customer loyalty is jointly influenced by brand loyalty and perceived product quality. At the same time, critical mass and perceived product quality has a significant influence on brand image.

• Journal of Distribution Science
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• v.22 no.9
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• pp.13-25
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• 2024

Purpose: This study explores the complex interplay between service quality, customer engagement, and loyalty in the e-commerce sector, examining the moderating effect of technological adoption on these crucial relationships. Research design, data and methodology: Employing a robust multi-method approach, the research analyzes data from 481 e-commerce users, leveraging the complementary strengths of partial least squares structural equation modeling (PLS-SEM) and fuzzy-set qualitative comparative analysis(fsQCA). Acomprehensive multi-group analysisis conducted to uncover differences between experienced and non-experienced users. Results: PLS-SEM reveals that service quality significantly influences customer engagement, which in turn drives loyalty. Technological adoption positively moderates the service quality-engagement relationship. The multi-group analysis uncovers notable differences between user segments. fsQCA identifies two distinct configurational paths consistently leading to high customer loyalty: high customer engagement and high service quality. Conclusions: This study's innovative integration of PLS-SEM and fsQCA contributes to a deeper understanding of the intricate dynamics driving e-commerce success. Findings provide actionable insights for e-commerce businesses to enhance service quality, foster engagement, and cultivate loyalty. This research lays the groundwork for further exploration of these critical relationships in different contexts, offering a nuanced perspective on the complex interplay of factors shaping customer behavior in the digital marketplace.

• Journal of Information Technology Services
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• v.5 no.3
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• pp.25-43
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• 2006

This research studied the interactions of online communities, reward, commitment and loyalty to purchase intention in portal sites based on relevant theories. Data were collected from the users who had purchase experiences in potal sites to analyze the effects of interactions and loyalty. An empirical analysis regarding the hypothesized structural equation model was performed using SPSS 10.0 and PLS Graph 3.0. As the result, the interactivity of communities was found significant to commitment and loyalty, the reward of community was shown to significantly influence commitment, but not loyalty. And the commitment and loyalty of community were shown to have much effects on purchase intention. Finally, trust on portal sites were found to have an interaction effect on purchase intention.

• Journal of Digital Convergence
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• v.5 no.1
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• pp.131-140
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• 2007

This paper studies characteristics of e-Learning users' motivation, attitudes and satisfaction. For this purpose, surveys were conducted of university students who choose e-Learning as one of main learning tools. The research found that stable service and proper service charges were critical to the loyalty to e-Learning service. It also showed that both quality and quantity of contents were very important factors to e-Learning growth.

• The Journal of Industrial Distribution & Business
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• v.8 no.5
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• pp.77-85
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• 2017

Purpose - The purpose of this study is to investigate the variables that lead consumers to visit traditional markets and buy market goods. Thus, the current research examined the relationship between satisfaction and return intention as among the factors influencing loyalty. Research design, data, and methodology - This study was conducted to examine the effects of the perceived level of factors on loyalty and how it influenced consumers' visits to traditional markets in 125 adult adolescents and women living in Mok-po area. The results of the questionnaire were obtained. The statistical data of the questionnaire were verified by SPSS. Results - In this study, consumers' perception level of eight loyalty factors can be perceived by the traditional Korean market. The empirical analysis is summarized as follows. First, by selecting five representative variables influencing intention to return to traditional markets, Mok-po area consumers were affected by the intention to revisit according to the intensity of recognition level among these variables. Second, the higher the perceived level of product price, quality of access (accessibility) among the factors that consumers perceive as important factors in visiting traditional markets were heightened. Third, Mokpo residents are aware of the main important factors of visiting the market such as receiving a friendly atmosphere (image) about traditional market, market environment (hygiene and cleanliness), connection with the local economy, and customer service such as kindness, refund and return. These loyalty factors did not affect consumers' intention to revisit. In other words, image, environment, regional economic linkage, and these factors did not have a positive effect on revisit intention. Conclusions - The empirical analysis of this study suggests that factors that directly affect loyalty among the key factors that play a major role in visiting traditional markets should be identified and developed as loyalty factors. It is necessary to identify the key factors influencing the satisfaction and loyalty of traditional market users, and operate a system that systematically and comprehensively manages and evaluates them. In order to do this, the government, the local governments, and related organizations should regularly conduct loyalty and satisfaction surveys on visa recognition levels and establish strategies for dramatic improvement measures.

• Information Systems Review
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• v.25 no.4
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• pp.249-263
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• 2023

The present study investigated the impact of users' perceived benefits on their happiness and loyalty towards the university's online class system. Furthermore, the notion of loyalty was delineated into cognitive, emotional, intentional, and behavioral loyalty, and a systematic analysis was conducted to assess their respective impacts. The analysis was conducted using survey data obtained from a sample of 298 college students who possessed prior experience with the university's online class system. The analysis of the survey revealed that the satisfaction with the online class system was positively influenced by perceived practical benefits and symbolic benefits. However, it was found that emotional benefits did not have a statistically significant impact on satisfaction. Furthermore, it has been demonstrated that cognitive loyalty exerts a substantial beneficial impact on emotional loyalty, as well as a sequential and considerable positive influence on active and behavioral commitment inside the online class system established through perceived benefits. This study holds significance as it conducted an empirical analysis on the impact of users' perceived benefits of the university's online class system on their satisfaction levels, as well as its influence on the four-stage development process of loyalty.