• Proceedings of the Korea Society of Information Technology Applications Conference
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• 2002.11a
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• pp.32-43
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• 2002

본 연구에서는 전자상거래의 발달과 더불어 새롭게 부각되고 있는 인터넷 쇼핑몰의 물류서비스 품질이 인터넷 쇼핑몰의 이용자들의 만족에 어떠한 영향을 미치고 있는지 알아보았다. 이에 Mentzer 외(1955)가 개발한 물류서비스품질 척도와 기존에 물류서비스 관련 선행연구에서 사용된 물류서비스 요인들을 이용하여 인터넷 쇼핑몰의 특징을 반영한 물류서비스 품질요인들을 추출하여 이를 실증적으로 검증해 보았다.

• Proceedings of the Korea Society for Industrial Systems Conference
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• 2002.11a
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• pp.32-43
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• 2002

본 연구에서는 전자상거래의 발달과 더불어 새롭게 부각되고 있는 인터넷 쇼핑몰의 물류서비스 품질이 인터넷 쇼핑몰의 이용자들의 만족에 어떠한 영향을 미치고 있는지 알아보았다. 이에 Mentzer 외(1999)가 개발한 물류서비스품질 척도와 기존에 물류서비스 관련 선행연구에서 사용된 물류서비스 요인들을 이용하여 인터넷 쇼핑몰의 특징을 반영한 물류서비스 품질요인들을 추출하여 이를 실증적으로 검증해 보았다.

• Proceedings of the Korea Association of Information Systems Conference
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• 2004.11a
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• pp.57-66
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• 2004

인터넷의 발전과 더불어 날고 치열해 지는 경쟁 속에서 관광산업 웹사이트들의 생존 전략은 Reichheld(1993)의 연구결과처럼 고객 충성도의 유지를 통한 경쟁적 우위를 점하는 것이다. 인터넷을 이용함으로써 소비자는 교체비용의 감소, 탐색비용의 절감이 가능해짐(Bakos, 1997; Strader 등, 1997)에 따라 웹사이트에 대한 충성도 역시 현격히 낮아지게 된다. 왜냐하면 오프라인에서는 이동이 불편하고 힘들지만 인터넷상의 거래에서는 마우스 클릭만으로 간단하게 이뤄지기 때문이다. 국내 인터넷업체가 많은 고객을 끌어 모으는 반면 수익성 문제가 사라지지 않는 원인 중 하나는 이처럼 낮아진 고객 충성도에서 찾을 수 있다 (안준모 등, 2001). 오랜 기간에 걸쳐 지속적으로 거래할 가능성이 높은 고객확보는(Reichheld, 1993) 곧 기업의 성공과 연관되며, 이는 기업이 충성도를 중시해야 할 이유일 것이다. 따라서 본 연구는 인터넷 쇼핑몰 웹사이트의 환경특성에 따른 사용자의 만족, 신뢰, 몰입 등의 매개변수를 고려하여 최종적으로 사용자의 충성도를 분석하고자 한다. 쇼핑몰에서 충성도(loyalty)의 문제가 매우 중요한 것으로 파악되고 있다. 하지만, 기존 연구들에서는 관계몰입을 중심으로 한 연구는 별로 눈에 띄지 않고 있다. 따라서 관계몰입을 중심으로 한 종합적 인터넷 쇼핑몰의 연구모형의 제시와 검증은 매우 필요한 연구과제라 할 수가 있을 것이다.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.7 no.3
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• pp.105-113
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• 2012

There are many studies about the relationship between customer satisfaction and SCM, web site quality or online Word of Mouth (WOM). When a customer wants to purchase any product online, he has to watch the detail of a online shopping web by computer. So the web sits' quality can be very important for the customer to get enough information. Recently, internet shopping malls are very much prospered. To understand why these kinds of internet transactions become very popular, this study investigates a possible effect of such crucial factors as web site quality, supply chain management(or deliver service), and online Word of Mouth(WOM) of an internet shopping mall to its customer satisfaction and trust, eventually leading to purchasing product and services. This study develops a experimental research model and tests it based on 170 survey response using regression analysis.. The finding of this research implies that system quality, information quality, quick and correct, accurate delivery service, and online WOM are influential factors to the performance of online shopping mall, while design quality, cost of delivery do not affect relationship significantly.

• The Journal of the Korea Contents Association
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• v.16 no.6
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• pp.73-81
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• 2016

The electronic commerce environment allows customers to search for information and purchase products and services via direct contact with internet markets. Purchasing through the internet is not a real experience of purchasing, but is based on some pictures, information and advertisements of products. To improve E-commerce environment in Iran, purchasing behavior of Iranian young adults in the internet shopping mall is analyzed in this study. The factors which influence the motivation of internet shopping and the selection of internet shopping mall is investigated, and statistical tests were applied between these factors and other variables such as gender, job, age and education. The results of the tests showed that there is a gender difference on one of the shopping mall selection factor (i.e., abundant information about products); also there is a gender difference on the one of the shopping motivation factor (i.e., possibility of comparing products). Besides, there is a job difference (student or non-student) on the factor of 'Purchase frequency per month'. Other facts are also found that Iranian consumers are not sure about a product's quality, so they refuse to buy products such as foods, clothes and other products. Additionally, they are dissatisfied about the safety of internet shopping malls.

• Journal of Global Scholars of Marketing Science
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• v.8
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• pp.269-290
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• 2001

Customer relationship management is getting more and more important due to the recent development in Internet. Internet allows businesses to collect customers' information, to contact on individual base, and to communicate bilaterally. Much increased interest has many researchers make effort to verify effectiveness and efficiency of relationship marketing. Despite the importance of characteristics of relationship, there has been no systematic study of the uncoupling of internet shopping mall-customer. The purpose of this study is to develop a model that depicts the key variables of relationship in shopping mall-customer situation. The findings of Qualitative research indicate that on-line shopping mall customers do form a long-term orientation toward shopping malls as they do in off-line.

• Journal of Global Scholars of Marketing Science
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• v.17 no.1
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• pp.23-49
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• 2007

The purpose of this study is to investigate the relationships among customer satisfaction, trust, and loyalty and examine the differences and similarities between specialized and general merchandise internet shopping malls concerning the relationships of these key success factors. The structural model is tested with each of the sub-samples(i.e., specialized and general merchandise shopping customers taken separately) and the data from entire data samples(i.e., specialized and general merchandise shopping customers pooled together). The same research model was used in analysing general merchandise, specialized, and integrated internet shopping mall to reveal and compare the casual path constructs. In the analysis of path coefficients composed of separated taken sample, all research hypothesis is accepted and the model's goodness of fit also shows all high. In the basis of the previous empirical test, multiple sample method was used. Properties of the causal paths, including standardized path coefficients, the significance of difference, latent correlations and variance explained for satisfaction, trust and loyalty in the hypothesized model, have similarities in general. This means that the proper structural management concerned with customer satisfaction, trust and loyalty is very crucial for the success of all kinds of internet shopping malls. Following the model test, I conduct a test of integrated model's path coefficients. Statistical results show that all the hypothesis concerned with internet shopping malls were accepted like the separated sample test. Click and mortar companies should clearly understand and articulate the key requirements of shopping mall satisfaction, trust and loyalty and encourage to establish linkage and interactive relationship among the research variables. In addition, internet marketers are required to customize the interaction considering and adapting the patterns of internet shopping malls. Other interesting results concerning the strategies in internet shopping malls strategy are also presented.

• Journal of the Korea Society of Computer and Information
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• v.16 no.1
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• pp.211-218
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• 2011

Customer relationship management (CRM) comprises a set of processes and nabbing systems supporting a business strategy to build long term, profitable relationships with specific customers. Customer data and information technology(IT) tools form the foundation upon which any successful CRM strategy is built. Recently, the Internet rectifying this life, IT technology and the rapid development taking place over the Internet, customer relationship management, e-CRM has emerged. The purpose of this research is to investigate the important elements of e-CRM which in fluence the customer satisfaction and the brand loyalty in e-shopping mall. And this study is to investigate the relationship between customer satisfaction and repurchase intention and word of mouth intention.

• The Journal of the Institute of Internet, Broadcasting and Communication
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• v.10 no.2
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• pp.85-96
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• 2010

Satisfaction of computer internet user in Ubiquitous depends on characters which given from web site. In this paper, studying about characteristic of internet web site that influence internet user's satisfaction. Had a research by interviewing and e-mail for a month, at over the 20 ages person who has experience purchasing S/W from shopping mall in internet purchasing site. The research shows the main factor of the user's satisfaction are that communication business combine, information usability, interaction, personalization, mailing list, over the web site characteristics. Finally, this paper suggest that special features and studying limitation of the enterprise web transactions base on the result of the research.

• Korean Business Review
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• v.17 no.2
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• pp.63-87
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• 2004

To create and maintain comparative supremacy as a strategic tool of business, many organizations have introduced informational technology and system. By using this system, Some companies got a beneficial value for achieving organizational goals but others could not obtain their effectiveness and efficiency. In particular, a lot of organizations that tried to make strategic supremacy with e-commercial trade are under hard condition because of poor profit. It implies that it is essential to identify and analyse the consumer who uses e-commercial trade. This paper, therefore, focusing on internet shopping malls between business and consumer as one of areas of e-commercial trades, shows the difference between consumer expectation and performance. The results of this study are as follows: First, as for the significant difference of influencing factors to consumer satisfactions according to the types of internet shopping malls, there is a meaningful difference in consumer anxiety and internet usefulness, but not in consumer service. Prior to verify the differences in detail on consumer's anxiety and internet usefulness, we examined that there is any difference between expectation and performance. T-test was used for the variants of consumer anxiety and internet usefulness, and its meaningful probability was 0.000, which means that both showed statistically significant difference. Based on the results, we also found that regardless of the types of internet shopping malls, consumer expectation was greater than performance. although the difference between expectation and performance was not equal according to the internet shopping malls. Second, a regression analysis was performed to understand the relation between consumer service, internet usefulness, consumer anxiety, and consumer satisfaction, it was found that consumer service, internet usefulness, consumer anxiety had significantly effected on consumer satisfaction. Third, To verify the relation between consumer satisfaction and repurchase-intentions, intentions to spread out, Pearson correlation analysis was used. it was found that consumer satisfaction had positive effect on both intentions. This study has some limitations because of the shorts of money and time. since the sample of this study was consumers who have ever bought one or more products via internet shopping mall, this sample was appropriate. but the major parts of sample were college students, and the sample size was so small. therefore this results should carefully be generalized. For further study, it is required to select more precise samples and to include more variables.