The Journal of Information Systems (한국정보시스템학회지:정보시스템연구)

Korea Association of Information Systems (한국정보시스템학회)
권호 표지
DOI QR코드

DOI QR Code

A Study on Searching for the Factors Affecting Customer Loyalty in B2C E-Commerce from An IS Success Perspective

정보시스템의 성공 관점에서 본 B2C 전자상거래의 고객충성도에 영향을 미치는 요인에 관한 연구

  • Published : 2008.12.30
Download PDF
⟨ Previous Next ⟩

Abstract

다양한 관점에서 B2C 전자상거래의 성공에 대한 연구가 진행되어왔다. 많은 사람들이 전자상거래를 가능하게 한 것은 정보시스템이며 고객의 태도와 행동을 이해하는 것이 B2C 전자상거래의 성공을 위한 필수조건이라고 생각하고 있다. 본 연구는 B2C 전자상거래 관련 문헌에서 고객의 행동에 영향을 미치는 요인들을 찾아낸 후 정보시스템 성공 모델의 기본 생각을 응용하여 고객충성도를 B2C 전자상거래의 성공으로 표현하는 구조방정식 모델을 제시하고 있다. 본 연구의 결과는 정보시스템 성공 모델에서 사용된 개념들(정보의 질, 시스템의 질, 그리고 서비스의 질)이 고객의 인지된 만족도를 통해서 고객의 충성도에 영향을 미친다는 것을 보여주고 있다. 본 연구에 사용된 모델은 정보시스템 연구자와 전자상거래 실무자들이 B2C 전자상거래의 성공 요인에 대한 이해의 폭을 넓히는데 도움을 줄 수 있을 것이라고 기대한다.

Keywords

References

  1. 고일성.최수정(Kho and Choi), "인터넷쇼핑몰에서 신뢰와 친밀감이 고객충성도에 미치는 영향에 관한 연구,"경영정보학연구, 제15권, 제3호, 2005, pp. 187-207.
  2. 권영국.이선로.박현지(Kwon, Lee, and Park), "인터넷 쇼핑몰의 고객충성도에 대한 통합적 연구: 옥션과 인터파크 고객을 중심으로," 정보시스템연구, 제15권, 제4호, 2006, pp. 23-54.
  3. 김성언(Kim), "인터넷 쇼핑몰 구매경험자들의 고객만족도에 영향을 미치는 요인,"정보시스템연구, 제17권, 제2호, 2008, pp. 27-48. https://doi.org/10.5859/KAIS.2008.17.2.027
  4. 김효정.곽기영(Kim and Kwak), "인터넷 경매 사이트에서의 고객 참여의도에 미치는 영향요인에 관한 연구," 한국경영정보학회 추계학술대회, 2004, pp. 228-235.
  5. 서창교.정현정(Suh and Jung), "인터넷 서점의 이용의도에 영향을 미치는 요인," 정보시스템연구, 제17권, 제3호, 2008, pp. 111-134. https://doi.org/10.5859/KAIS.2008.17.3.111
  6. Anderson, J. and Gerbing, D., "Structural Equation Modeling in Practice: A Review and Recommended Two-Step Approach," Psychological Bulletin, Vol. 103, No. 3, 1988, pp. 411-423. https://doi.org/10.1037/0033-2909.103.3.411
  7. Angehrn, A, "Designing Mature Internet Business Strategies: The ICDT Model," European Management Journal, Vol. 15, No. 4, Aug. 1997, pp. 361-369. https://doi.org/10.1016/S0263-2373(97)00016-9
  8. Bagozzi, R. and Yi, Y., "On the Evaluation of Structural Equation Models," Journal of the Academy of Marketing Science, Vol. 16, No. 1, 1988, pp. 74-94. https://doi.org/10.1007/BF02723327
  9. Baker, J., Levy M., and Grewal D., "An Experimental Approach to Making Retail Store Environmental Decisions," Journal of Retailing, Vol. 64, No. 4. 1992, pp. 445-460.
  10. Boulding, W., Kalra, A., Staelin, R. and Zeithaml, V. A., "A Dynamic Process Model of Service Quality: from Expectation," Journal of Marketing Research, Chicago, Vol. 30, No. 1, 1993, pp. 7-27. https://doi.org/10.2307/3172510
  11. Bruhn, M. and Michael A. G., "Theory, Development and Implementation of National Customer Satisfaction Indices: The Swill Index of Customer Satisfaction (SWICS)," Total Quality Management, Vol. 11, No. 7, 2000, pp. S1017-S1028. https://doi.org/10.1080/09544120050135542
  12. Burger, K., "Making Sense of the Internet Revolution," Insurance & Technology, Vol. 26, No. 3, 2001, pp. 37-46.
  13. DeLone, W.H., and McLean, E.R., "Information Systems Success: The Quest for the Dependent Variable," Information Systems Research, Vol. 3, No. 1, 1992, pp. 60-95. https://doi.org/10.1287/isre.3.1.60
  14. DeLone, W.H., and McLean, E.R., "DeLone and McLean Model of Information Systems Success: A Ten-Year Update," Journal of Management Information Systems, Vol. 19, No. 4, 2003, pp. 9-30.
  15. Fishbein, M. and Ajen, I. Belief, Attitude, Intention, and Behavior : An Introduction to Theory and Research, Addison-Wesldy Reading, MA, 1975.
  16. Hair, J., Anderson, R., Tatham, R., and Black, W., Multivariate Data Analysis, 5th ed. Prentice Hall, 1998.
  17. Huizingh, E.K.R.E., "The Content and Design of Web Sites: an Empirical Study," Information & Management, Vol. 37, Issue 3, Apr. 2000, pp. 123-134. https://doi.org/10.1016/S0378-7206(99)00044-0
  18. Jarvenpaa, S. L. and Todd, P. A., "Consumer Reactions to Electronic Shopping on the World Wide Web," International Journal of Electronic Commerce, Vol. 1, No. 2, 1997, pp. 59-88.
  19. Kearns, G.S., "An Electronic Commerce Strategic Typology: Insights from Case Studies," Information & Management, Vol. 42, Issue 7, Oct. 2005, pp. 1023-1036. https://doi.org/10.1016/j.im.2004.11.006
  20. Kettinger, W. J. , Lee, C., and Lee, S., "Global Measures of Information Service Quality: A Cross-National Study," Decision Sciences, Vol. 26, Issue. 5, 1995, pp. 569-588. https://doi.org/10.1111/j.1540-5915.1995.tb01441.x
  21. Liang, T. and Lai, H., "Effect of Store Design on Consumer Purchases: Ven Empirical Study of on-Line Bookstores," Information & Management, Vol. 39, 2002, pp. 431-444. https://doi.org/10.1016/S0378-7206(01)00129-X
  22. Liu, C. and Arnett, K. P., "Exploring the Factors associated with Web Site Success in the Context of Electronic Commerce," Information and Management, Vol. 38, 2000, pp. 23-33. https://doi.org/10.1016/S0378-7206(00)00049-5
  23. Moad, J., "Asking Users to Judge IS," Datamation, Vol. 35, No. 21, 1989, pp. 93-100.
  24. Oliver, R. W., "The Seven Laws of e-Business Strategy," The Journal of Business Strategy, Vol. 21, No. 5, 2000, pp. 8-10. https://doi.org/10.1108/eb040110
  25. Parasuraman, A., Berry L., and Zeithaml, V., "Refinement and Reassessment of the SERVQUAL Scale," Journal of Retailing, Vol. 67, No. 4, 1991, pp. 420-450.
  26. Rockart, J. F., "The Changing Role of the Information Systems Executive: A Critical Success Factors Perspective," Sloan Management Review, Vol. 24, No. 1, 1982, pp. 3-13.
  27. Seddon, P.B. and Kiew, M. Y., "A Partial Test and Development of the DeLone and McLean Model of IS Success," Proceedings of the International Conference on Information Systems, Vancouver, Canada (ICIS 94), 1994, pp. 99-110.
  28. Seddon, P.B., "A Respecification and Extension of the DeLone and McLean Model of IS Success," Information Systems Research, Vol. 8, No. 3, Sep. 1997, pp. 240-253. https://doi.org/10.1287/isre.8.3.240
  29. Srinivasan, S., Anderson, R., and Pnnnavolu, K., "Customer Loyalty in e-Commerce: An Exploration of Its Antecedents and Consequences," Journal of Retailing, Vol. 7, No. 1, 2002, pp. 41-50.
  30. Teresko, J., "It's growing threat," Industry Week, Cleveland, 250 (7), May 7, 2001, pp. 21-26.
  31. Torkzadeh, G. and Dhillon, G., "Measuring Factors That Influence the Success of Internet Commerce," Information Systems Research, Vol. 13 Issue 2, Jun. 2002, p187-204. https://doi.org/10.1287/isre.13.2.187.87
  32. Wilkin, C. and Hewitt, B., "Quality in Respecification of DeLone and McLean's IS Success Model," Proceedings of 1999 IRMA International Conference, 1999, pp. 663-672.
  33. Woodside, A. G. and Trappey, R. J., "Finding out why Consumers Shop your Store and Buy your Brand: Automatic Cognitive Processing Models of Primary Choice," Journal of Advertising Research, Vol. 32, No. 6, 1992, pp. 59-77.
  34. Zeithaml, V. A., Berry, L. L., and Parasuraman, A., "The Behavioral Consequences of Service Quality," Journal of Marketing, Vol. 60, No. 2, 1996, pp. 31-46.
  35. Anonymous, http://www.gspay.com/the-ecommerce-market.php, Sep. 15, 2008.
  36. eMarketer, "US Retail E-Commerce: Slower But Still Steady Growth," http://www.the-infoshop.com/study/em67043-retail-e-comm.htm, May, 2008.
  37. U.S. Census Bureau, 2004 E-commerce Multi-Sector Report, http://www.census.gov/eoswww/2004tables.html, 2006.

Cited by

  1. An Empirical Study on e-Loyalty of Social Networking Sites vol.19, pp.2, 2010, https://doi.org/10.5859/KAIS.2010.19.2.001
  2. Success Factors of Collaboration Systems in the Shipbuilding Industry vol.21, pp.1, 2012, https://doi.org/10.5859/KAIS.2012.21.1.19