• Title, Summary, Keyword: Customer Involvement

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The Influences of E-service Quality according to Image Interactivity Technology on Customer Loyalty and Purchasing Involvement

  • Yang, Hee-Soon;Lee, Ji-In
    • International Journal of Costume and Fashion
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    • v.10 no.1
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    • pp.15-27
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    • 2010
  • This study investigates the differences of e-service quality depending on image interactivity technology and the influences of e-service quality on purchasing involvement and customer loyalty. Online shopping malls have made toward satisfying customers' shopping experience owing to the advance of technology. Above all, it is important to prove effectiveness of this technology to introduce it. Therefore, the purpose of this study is to test effectiveness of Image Interactivity Technology (IIT) which has been introduced by some shopping malls. For this study three shopping malls were designed as stimuli that have the different level of IIT. The women of 20-30 who have bought fashion products in online shopping malls participated in the quantitative research. Total 592 were used for the statistical analysis. Descriptive statistics, cross tabulation analysis, factor analysis, reliability analysis, one-way ANOVA, and multiple regression were implemented. Four factors of e-service quality were extracted. The 3D avatar shopping mall was higher than the others in those factors. Besides, e-service quality factors influenced purchasing involvement and customer loyalty. Therefore, online shopping malls are advised to introduce IIT and improve e-service quality

The Industrial and Customer Characteristics Influencing on the CRM Effects (산업 및 고객 특성에 따른 CRM 효과 차이에 관한 연구)

  • Song, Joo-Jeop;Lee, Hoon-Young
    • Journal of the Korea Industrial Information Systems Research
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    • v.12 no.4
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    • pp.1-14
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    • 2007
  • Upon the intensive competition, companies try to hold their current customers by investing more money and efforts on CRM activities. They provide various benefits for their customer to keep them and increase their loyalty. However many companies want to know how effective their CRM activities are. In this paper, we investigate the effectiveness of companies' different CRM activities on customer perception of different benefits as well as their loyalty. For this we categorize the benefits that companies provide for their customer into four different types of customer benefits such as social customer benefits, psychological customer benefits, economic customer benefits and customization benefits. We examine the effects of different customer benefits and how different the customer benefits vary depending on the types of industries and even on the involvement level, relationship types, and customer's acceptance level of risks. We found that the CRM activities had, in general, a positive effect on customers' perception and loyalty. However, companies had better selectively concentrate their CRM activities on the most effective ones considering the involvement level, relationship types, and customer's acceptance level of risks along with the industry where they belong.

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A Study on Clothing Involvement and TV media-related Influential Factors (의복관여도와 TV매체 관련변인에 관한 연구)

  • Ha, Jong-Kyung
    • Korean Journal of Human Ecology
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    • v.15 no.1
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    • pp.141-148
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    • 2006
  • The purpose of this study is to analyze the dimensions of clothing involvement of female undergraduates in Busan and some influential factors of TV on the clothing involvement. This research also shows the correlations among variables and the differences in clothing involvement and TV media-related influential factors by the customer types. The results of this study are as follows: 1. The clothing involvement is categorized into five factors: pleasure, fashionableness, symbolism, danger awareness, and disinterest in clothing. Four TV media-related influential factors are identified: conformity to entertainers' clothing, interest in entertainers, interest in TV-watching, and imitation of entertainers. 2. An analysis of correlation between clothing involvement and TV media-related variables shows that there is a correlation between conformity to entertainers' clothing and various clothing involvement factors as fashionableness, symbolism and pleasure. A factor of interest in TV-watching is related to symbolism and interest in clothing. A factor of imitation of entertainers is related to fashionableness and disinterest in clothing. 3. An analysis of the differences by the customer types leads to four types of categorization. Type 1 shows low interests in clothing and TV media-related variables. Type 2 demonstrates high clothing involvement and interest in TV-watching. Type 3 is classified as a high involvement/ conformity group, which not only shows high involvement in pleasure and symbolism of clothing but also high conformity to entertainers' clothing. And lastly, type 4 is an disinterest group but it shows high interest in TV-watching, entertainers and imitation of entertainers.

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The Formation Process of Customer Loyalty in Internet Shopping Mall focused on the Comparison of General Merchandise with Specialized Internet Shopping Mall (인터넷 종합쇼핑몰과 전문쇼핑몰에서의 고객애호도 형성과정에 관한 연구)

  • Jang, Hyeong-Yu
    • Information Systems Review
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    • v.8 no.1
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    • pp.101-123
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    • 2006
  • The main purpose of this study is to conceptualize and investigate the relationship between customer satisfaction and the linking variables of customer loyalty in internet shopping mall including general merchandise and specialized online mall. To achieve this objective, the study tries to validate the structural equation model and causal relationships among the model's elements involving customer satisfaction, customer trust, customer attitude, relationship involvement, and customer loyalty. The same research model was used in analysing general merchandise and specialized internet shopping mall to reveal and compare the casual path constructs. Empirical findings are as follows: First, all the hypothesis concerned with internet merchandise shopping mall were accepted but the direct effects between satisfaction $\Rightarrow$ loyalty and satisfaction $\Rightarrow$ attitude rejected in case of specialized internet shopping mall. Second, I found out that there were direct or indirect relationships between the mediating variables(satisfaction, attitude, involvement) and site trust and customer loyalty irrespective of internet shopping site patterns. In Particular, the direct effects of on customer loyalty showed the difference each other, but the indirect effects through satisfaction, attitude, or relationship involvement were all accepted. This means that the proper management concerned with indirect path is probably more important for the success of all kinds of internet shopping mall. The implications of this research may be summarized as follows. First, click and mortar companies should clearly understand and articulate the key requirements of shopping mall trust and satisfaction. Second, online companies are encouraged to establish linkage including trust, positive attitude, relationship involvement in order to foster customer loyalty. Third, companies are not only required to differentiate the internet marketing strategy adapting to the patterns of internet shopping mall but also to customize the interaction strategy in the formation process of customer loyalty.

A Study on the Impact of Perceived Cosmetic Brand App on Continuous Usage Intention - Meditating Effect of Customer Satisfaction and Moderating Effect of Involvement - (지각된 화장품 브랜드 앱의 특성이 지속적 사용의도에 미치는 영향에 관한 연구 - 고객만족의 매개효과와 관여도의 조절효과를 중심으로-)

  • Zhao, Jia;Kim, Yeonggil;Kim, Youn Sung
    • Journal of the Korean Society for Quality Management
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    • v.47 no.2
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    • pp.237-254
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    • 2019
  • Purpose: The purpose of this study is to analyze correlation of perceived cosmetics brand apps attributes and use intentions, mediating role of customer satisfaction, and relationship between customer satisfaction and continuous usage intention. Then provide basic data for development management strategy of beauty industry and enhancement of competitiveness corresponding to smart era. Methods: The questionnaires were surveyed by an online company(EMBRAIN). After data collection, frequency analysis was performed on the general attributes of questionnaire survey using SPSS 22.0, and data conclusions were derived by verifying reliability and validity of data and hypotheses. Results: First, perceived cosmetic brand app attributes have a positive effect on customer satisfaction, Second, perceived cosmetic brand app attributes have a positive effect on continuous usage intention. Third, customer satisfaction was found to have a mediating role in the effect of perceived cosmetic brand app attributes on continuous usage intention. Fourth, involvement proved to control the relationship between perceived cosmetic brand app attributes perceived interactivity and customer satisfaction. Finally, Involvement has proven to control the relationship between cosmetic brand app attributes perceived interactivity and continuous usage intention. Conclusion: Consumers buying products from cosmetics brand apps will be more likely to use cosmetics brand apps if they feel comfortable with calculation process, search, booking confirmation and payment methods.

The Acquisition and Utilization of Customer Knowledge in the Healthcare Service Industry : The Theory of Service Failure (의료서비스산업에서의 고객지식 획득과 활용방안 : 기대 불일치 이론을 중심으로)

  • Kim, Sang-Man;Lee, Yeon-Joo
    • Knowledge Management Research
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    • v.11 no.3
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    • pp.59-76
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    • 2010
  • The knowledge of customer in healthcare service industry is widely accepted as one of the key information for the customers' satisfaction. Previous studies on the customer knowledge about service recovery showed that service providers are having difficulties with standardizing interaction with customer, This study investigated the attribution according to the failure in providing medical services and customer's participation as preceding variable of attribution. A survey was carried out targeting an obesity clinic having high participating rate from May 10 to May 28, 2010. The research results revealed that from whom the responsibility of the service failure originated between the patients and the medical institutions depending on the extent of the patients involvement in service process.

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A Study on the Effects of Consumer Satisfaction on Loyalty According to Involvement - Focused on the Gas Station Service - (서비스 관여도에 따른 소비자 만족이 충성도에 미치는 영향 - 주유소 서비스를 중심으로 -)

  • Lee, A-Reum;Huh, Eun-Jeong;Jeon, Hyung-Ran
    • Korean Journal of Human Ecology
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    • v.21 no.2
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    • pp.241-256
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    • 2012
  • Gas station consumers have become increasingly conscious of expanding choices and service options available at retail outlets. The purpose of this study was to determine key factors in customer choice of gas / service stations. This study seeks to identify key the relationship between socio-demographical variables and consumer choice, and consumer satisfaction and loyalty associated with gas / service station usage. The research instrument comprised of a questionnaire in the form of an on-line survey that was administered during November, 2010. A Total of 1,000 questionnaires were used in the final analysis. The collected data were treated with SPSS Windows 18.0 and analyzed in for frequency, percentage, mean, standard deviation, pearson's correlation analysis, and multiple regression analysis. The results of were as following: First, there was a strong positive relationship between involvement, satisfaction, loyalty of gas station service. Second, satisfaction was significantly affected by involvement, the frequency of gasoline purchases, the information route and customer's occupation. Third, loyalty was significantly affected by consumer satisfaction, involvement, frequency of gasoline purchases, information route and customer's occupation.

Effectiveness on Public Advertisement Interaction of Advertiser Awareness, Advertisement Appeal and Customer Involvement and Need for Cognition (공익광고 효과에 미치는 상호작용 영향:광고주 인지도, 광고 소구 및 수용자 관여도와 인지욕구 중심으로)

  • Park, Junyoung;Kang, Dongwoo;Kang, Hyunjin;Kwon, Hyeyon;Kim, Joontae;Park, Byungho;Jo, Hyeon
    • Journal of Information Technology Services
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    • v.12 no.4
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    • pp.235-253
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    • 2013
  • This research investigates the interaction effects of factors, namely, advertiser awareness, advertisement appeal, and customer involvement and need for cognition, selected from the parties involved in public service advertisement. Manipulating the participant's involvement, attitude toward the advertisement and the advertiser and intention to donate according to 2 (awareness) X 2 (cognitive/affective appeal) factors were surveyed. In result, participants with high involvement were relatively less affected by advertiser awareness. Also, high need for cognition indicated less effect of advertiser awareness on intention to donate. Moreover, when cognitive appeal is used, advertiser awareness affected less on consumers' attitude toward the advertisement and the advertiser and intention to donate. Further issues on changing customers' attitudes and behaviors are discussed.

The Moderating Effects of Internet Shopping Involvement on the Relationship between Usability, Trust of Internet Shopping Sites and Customer Loyalty (인터넷 쇼핑 사이트의 사용성 및 신뢰성과 고객 충성도간의 관계에서 인터넷 쇼핑 관여도의 조절효과)

  • Suh, Kun-Soo
    • Journal of Information Technology Services
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    • v.7 no.3
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    • pp.1-30
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    • 2008
  • This paper proposes an integrated model of customer loyalty in the context of Internet shopping based on a review of two competing perspectives - transactional and relational views. The research model suggests that the usability and trust associated with an Internet shopping site are key determinants of customer loyalty. In this paper, factors such as promotion, ease of use/navigation, and purchase facilitation are posited as major determinants of usability. Trust, on the other hand, is assumed to be influenced by the quality of communication, social shopping service, and safety level associated with an Internet shopping site. This paper also asserts that the lack of consideration for individual differences is one of the key reasons for the inconsistent and mixed research findings in user acceptance literature. In this regard, the elaboration likelihood model (ELM) is considered to be appropriate referent theory as it may theoretically explain why a particular information technology (IT) related message has varying influences on different adopters. The research model comprising 11 hypotheses was derived from and validated through a survey involving 271 university students. The partial least square(PLS) method was used to test the suitability of the research model and its hypotheses. Overall, the results suggest that the usability and trust associated with an Internet shopping site play an important role in acquiring loyal customers. In particular, the user's Internet shopping involvement is found to moderate the relationship between trust and customer loyalty.

A Study on Interaction of Cause and Effect among Personal Involvement, Satisfaction, Trust, Switching Cost and Loyalty Regarding Casual Dining Restaurant (레스토랑에 대한 소비자의 개인적 관여도와 만족, 신뢰, 전환비용, 충성도의 인과관계 연구)

  • Cho, Woo-Je
    • Journal of the Korean Society of Food Culture
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    • v.24 no.5
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    • pp.496-505
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    • 2009
  • This study was conducted to provide basic data and insight into behaviors that result in increased continuous sales and competitiveness. This was done by examining the effect of personal involvement on customer satisfaction and trust, the effect of customer satisfaction on switching cost and loyalty, the effect of trust on switching cost and loyalty and by analyzing the indirect effect of trust and loyalty to personal involvement on switching cost and loyalty of the patrons of casual dining restaurants. In order to achieve the goals of the study, a hypothesis and structural equation were proposed based on preceding research and the proposed model was analyzed using LISREL 8.30 to prove the hypothesis and better understand the interactions between the cause and effect. The results were as follows: Six proposed hypothesis were chosen and the indirect effect was verified. In other words, customers' personal involvement was shown to have an effect on trust and devotion and satisfaction influenced switching cost and loyalty. Trust had an effect on switching cost and loyalty and by analyzing the indirect effect the customers' personal involvement was shown to affect the switching cost and loyalty through satisfaction and trust. The result of this analysis provides clues to better understand the eating-out behavior of customers and proves that personal involvement, satisfaction, trust, switching cost and loyalty are directly and indirectly related.