A Study on the Effect of Social Commerce Service Quality and Service Provider Physical Environment on the Social Commerce Loyalty -Focused on the Social Commerce for Group Purchase-

소셜커머스 서비스품질과 서비스제공 업체의 물리적환경이 소셜커머스 충성도에 미치는 영향 -공동구매형 소셜커머스를 중심으로-

  • Choi, Tae-Ho (Dept. of Distribution Management, Catholic of University in Pusan) ;
  • Yun, Dae-Hong (The Research Institute of Knowledge Service and Consulting, Dong-A University) ;
  • Ock, Jung-Won (Dept. of Distribution Management, Catholic of University in Pusan)
  • 최태호 (부산가톨릭대학교 유통경영학과) ;
  • 윤대홍 (동아대학교 지식서비스.컨설팅연구소) ;
  • 옥정원 (부산가톨릭대학교 유통경영학과)
  • Received : 2016.08.09
  • Accepted : 2016.11.10
  • Published : 2016.11.30


This study examines the effects of social commerce service quality and the service provider's physical environment on customer loyalty based on trust and satisfaction. Study results are as follows: First, correlation analysis results for social commerce service quality and social commerce trust find that informativity and interactivity exert statistically significant effects on social commerce trust. Second, service provider's physical environment and service provider satisfaction correlation analysis results demonstrate cleanliness, ambience, and interactivity exert statistically significant effects on service provider satisfaction. Lastly, the correlation between social commerce trust, service provider satisfaction, and social commerce loyalty, was statistically significant. Results of this study are expected to provide general understanding of group purchase decisions in social commerce and to provide value input in strategy development for social commerce with respect to group purchase and service provider.


Social Commerce Service Quality;Service Provider Physical Environment;Social Commerce Trust;Service Provider Satisfaction;Social Commerce Loyalty


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