융합정보논문지 (Journal of Convergence for Information Technology)

중소기업융합학회 (Convergence Society for SMB)
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관계마케팅활동이 관계만족 및 관계지속의도에 미치는 영향

The effect of Relationship Marketing Activities on Relationship Satisfaction and Relationship Continuity Intention

  • 조상리 (동의대학교 유통물류학과) ;
  • 조삼현 (동의대학교 유통물류학과)
  • Cho, Sang-Lee (Division of Distribution & Logistics, Dongeui University) ;
  • Cho, Sam-Hyun (Division of Distribution & Logistics, Dongeui University)
  • 투고 : 2021.04.23
  • 심사 : 2021.06.20
  • 발행 : 2021.06.28
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초록

오프라인 채널에서의 관계 마케팅활동에 대해서는 많은 연구들이 진행되고 있지만 온라인 채널에서 그 영향력에 대한 연구는 많지 않다. 본 연구는 비대면 쇼핑상황에서 관계를 유지하고자 하는 기업의 경제적, 사회적, 구조적 활동이 관계만족과 관계지속의도에 미치는 영향을 규명하였다. 온라인 점포 이용자 180명을 토대로 경로분석을 수행한 결과, 할인 형식의 경제적 활동과 쇼핑몰 내에서의 동선, 배송서비스와 같은 구조적 활동은 관계만족에 긍정적인 영향을 미치는 것으로 나타났다. 특히, 구조적 활동의 영향이 더 큰 것으로 나타났다. 유의수준 p<0.05에서 사회적 활동은 관계만족에 유의한 영향을 미치지 않는 것으로 확인되었지만 p<0.01에서는 유의하다. 이는 온라인 점포에서 판매원과 사회적 유대감을 형성하는 것이 쉽지 않기 때문에 비유의하게 나타났지만 그 방향성은 긍정적임을 의미한다. 따라서 온라인 점포가 고객들과 사회적 유대감을 형성할 수 있다면 이는 관계만족에도 긍정적인 영향을 미치지가 이는 곧 경쟁 기업과도 차별화할 수 있는 요소가 될 수 있을 것이라 기대한다.

This study examined whether relationship marketing activities affected relationship satisfaction and ultimately relationship continuity intention for 180 online store users. As a result of hypothesis test through path analysis, it was found that financial activities and structural activities such as delivery services in shopping malls had a positive effect on relationship satisfaction. In particular, it was found that the influence of structural activities was greater. This suggests that fast delivery or easy-to-search traffic is more meaningful to relationship satisfaction than economic benefits. At the significance level p<0.05, it was found that social activities did not have a significant effect on relationship satisfaction. Because it is not easy to develop social bonds between salespeople and customers at online stores, but the direction is considered positive. Therefore, if online stores can form social bonds with customers, this will have a positive effect on relationship satisfaction, but it is expected that this will become a factor that can differentiate them from competitors.

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