• 한국정보시스템학회지:정보시스템연구
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• 제26권2호
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• pp.63-83
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• 2017

Purpose: In Korea, market size of social commerce has been increased steadily and highly, but profits of social commerce companies have been decreased because of excessive marketing cost. To overcome this stagnant market environment, new marketing strategy that could attract customers and make customers continue to use social commerce is required instead of cost consuming marketing strategy. The purpose of this study is to investigate the relationship among characteristics of social commerce - that is, economic value and information quality - usefulness, enjoyment, satisfaction and repurchase intention by applying motivation theory to the area of social commerce. Design/Methodology/Approach: Previous researches have been studied by applying Expectation-Confirmation Model (ECM), Theory of Planned Behavior (TPB), Technology Acceptance Model (TAM) and Stimulus-Organism-Response (S-O-R) Model, although there are many studies related with customer acceptance model in the field of e-commerce. However, there is not so many studies in applying motivation theory. So this study adopts new approach to examine why customers use social commerce based on motivation theory. Thus, this study adopts economic value and information quality as antecedents, and then customers will perceive extrinsic and intrinsic motivation; usefulness is extrinsic and enjoyment is intrinsic, and adopts satisfaction and repurchase intention as a dependent variable. The data of questionnaire were collected from customers who have experience to buy something in social commerce. 228 questionnaires as data unit of individual level were collected using random sampling. Findings: This study proved empirically that the relationship between antecedents and motivation factors has a positive influence, and motivation factors also have a positive influence on repurchase intention through satisfaction. This study provides the managers an insight that social commerce companies should pay more attention to improve customer satisfaction in order to increase higher performance in repurchase intention of social commerce.

• 지식경영연구
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• 제15권2호
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• pp.165-182
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• 2014

Social commerce is regarded as a kind of e-commerce that utilizes social media. Considering increasing complaints around social commerce market, it is important to see customers' satisfaction level and intentions to repurchase. In this study, we examine antecedents that affect customers' satisfaction and relationship between satisfaction and intention to repurchase in social commerce market. We also use social media characteristics as moderators between antecedents and customers' satisfaction. The main results are as follows. First, except site design, most of the intrinsic factors of service quality, such as information, transaction, communication and perceived security had positive effects on customers' satisfaction. Second, all the extrinsic factors of service quality, such as discount rate, constraints, and discrimination had significant impacts on customers' satisfaction. Third, the social media characteristics could not moderate the relationship between service qualities and customers' satisfaction. Fourth, customers' satisfaction had positive effect on the intention to spread through social media. Fifth, customers' satisfaction had positive effect on the intention to repurchase. Social commerce companies need to set up strategies considering the antecedents of customers' satisfaction using these research results. They also need to secure customers that have sustainable purchasing intentions.

• 한국의류산업학회지
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• 제14권5호
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• pp.803-810
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• 2012

This study investigates the effect of nonverbal communication on trust, switching barrier, and repurchase intention. Sample subjects used in this study were customers of a fashion shop in Sunchon. The questionnaires were conveniently sampled from July 2010 to August 2010. Questionnaire data from 335 customers of a national brand were analyzed through a reliability analysis, factor analysis, and multiple regression analysis. The results of this study are as follows. First, nonverbal communication by the service provider was divided into 3 types, physical appearance and paralanguage, postures and proxemics, and facial expressions. Second, it was found that physical appearance and paralanguage, postures and proxemics, facial expression of nonverbal communication had a significant impact on customer trust. Third, given the relationship between nonverbal communication and switching barrier, it was represented that the postures and proxemics and facial expressions (except physical appearance and paralanguage) had a significantly positive influence on the switching barrier. Forth, physical appearance/paralanguage, postures/proxemics, and facial expressions (nonverbal communication) had a positive influence on repurchase intention. Fifth, given the relationship between trust and repurchase intention as well as switching barrier and repurchase intention, it was represented that trust and switching barrier have a significantly positive influence upon repurchase intention. According to the results of this study, the more positive nonverbal communication by the service provider then the higher the customer repurchase intention as well as trust and switching barrier. Fifth, given the relationship between trust and repurchase intention as well as switching barrier and repurchase intention, it was represented that trust and switching barrier have a significantly positive influence upon repurchase intentions.

• 한국조리학회지
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• 제11권3호
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• pp.40-55
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• 2005

The purpose of this study was to understand the effect of customers' repurchase intention, extract important factors, systematically analyze them and suggest the direction of bakery industry through studying the customers' satisfaction with bakeries. The researcher modified the questionnaire developed by Park, CH(1998), Lee, JH(2000), Yoon, YC(2000), and Kim SE(2002). In order to assess the level of customers' satisfaction with bakeries, a five point Likert scale was used. The used statistical methods for the data analysis were frequency analysis, reliability analysis, t-test factor analysis, ANOVA, multiple regression analysis. For all analyses of the research question, an alpha level of.05 was used. The major findings obtained from this study were as fellows. First on the factors of reliability and service ability, there was a high difference between males and females, and singles and the married. Second, on the factors of accessibility using convenience, service ability, and service response, there was a high difference among using frequence. Third, on the reliability factors, there was a high difference among average using amount per month. Forth, on the factors of accessibility using convenience, and service response, there was a high difference among types of customers' residing styles. Fifth, on the factors of income level, there was statistically no difference. Lastly, on the factors of accessibility using convenience, tangibleness, and service response, these factors significantly influenced customers' repurchase intention.

• 한국포장학회지
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• 제27권2호
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• pp.71-84
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• 2021

The purpose of this study is to establish a new management strategy to meet customer needs of discount stores as customers demand higher and more diverse services in addition to low prices. An empirical analysis on consumers to explore the structural relationships between the quality, environmentally friendliness, consumer perception, service value, and emotional response of retail ready packaging (RRP) in discount stores in order to find out how they affect customer satisfaction and repurchase intention. First, it was confirmed that the RRP quality of discount stores that affects customer satisfaction is mediated by the emotional response. Second, it was found that RRP in discount stores should continue to devise strategies to improve service quality along with efforts to provide more benefits perceived by customers to increase customer satisfaction and repurchase intention. Third, it was confirmed that the RRP image of discount stores has a positive (+) effect on service value, emotional response, customer satisfaction, and repurchase intention.

• 한국정보시스템학회지:정보시스템연구
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• 제17권1호
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• pp.63-82
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• 2008

Recently the development of information technology and the emergence of electronic commerce have brought significant changes of purchase behavior in customers. The purpose of this research is to investigate the important elements of e-CRM which influence the customers satisfaction in the shopping mall. Also this study is to investigate the relationship between customer satisfaction and repurchase intention and word of mouth intention. What we have found are as follows. (1) e-CRM elements greatly influencing on customer satisfaction in the shopping mall were e-Marketing, s-Sales, e-Service, and e-Security. (2) results of the relationship between customer satisfaction and repurchase intention was significant. (3) results of the relationship between customer satisfaction and word of mouth intention was significant. (4) results of the relationship between repurchase intention and word of mouth intention was significant. In conclusion, the results of this study will be helpful for the managers participating the operation of internet shopping mall.

• 아태비즈니스연구
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• 제13권2호
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• pp.169-182
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• 2022

Purpose - The purpose of this study was to investigate influence relationship among health lifestyle, customer satisfaction, repurchase intention and recommendation intention in the protein beverage market. Design/methodology/approach - This study collected 286 survey data from customers who had experience buying and drinking the protein beverage. The Exploratory Factor Analysis (EFA) and the multiple regression analysis were hired in order to analyze the data. Findings - First, four dimensions of health lifestyle("health confidence," "health sensitivity," "health intention," and "health eating habit") were found to be valid and reliable. Second, all four dimensions of health lifestyle had a positive effect on customer satisfaction. Third, customer satisfaction had a positive effect on repurchase intention. Lastly, customer satisfaction had a positive effect on recommendation intention. Research implications or Originality - This study provided research model among health lifestyle, customer satisfaction, repurchase intention and recommendation. Furthermore, the results of this study were useful for identifying the role of health lifestyle in estimating customer satisfaction and the strategies for strengthening customer satisfaction in the protein beverage market.

• 유통과학연구
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• 제18권2호
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• pp.17-28
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• 2020

Purpose: Human life is increasingly improved, so human needs are also growing more and more. One of the increasingly demanding industries is the fashion market. Fashion is an industry that produces essential items for human life, so manufacturers always need to know how to improve the relationship with customers, and make them repurchase. The study aims to discover the relationship between the factors that create a relationship with customers and the repurchase intention of designed fashion products. Research design, data, and methodology: The mix research method is applied to achieve research objectives. The qualitative research via the in-depth interview with 11 experts, and the quantitative research via the survey with 467 respondents was done in Ho Chi Minh city, the most developed city in Vietnam. Results: The research results point out that the fashion designer reputation, social media marketing, and the fashion store atmosphere have the positive impact on the relationship between the customer and fashion store, as well as the intention to repurchase of designed fashion products. In particular, customer relationship also affects the repurchase intention of designed fashion products positively. Conclusions: The study also proposed some managerial implications to develop a relationship with the customer and repurchase behavior of the customer in the fashion industry.

• 유통과학연구
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• 제16권1호
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• pp.73-85
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• 2018

Purpose - The beauty salon industry is a highly competitive market. Every beauty salon shop aims to keep its customers satisfied and hopes that they will revisit several times. Hence, this paper investigates the key factors affecting the repurchase intention of consumers in the beauty salon industry in Taiwan. Research design, data, and methodology - We first use the content analysis of free-response narratives from beauticians to classify the key factors objectively and develop the questionnaire accordingly. We then distribute the questionnaire to 130 beauty salon consumers to complete the questionnaire. Next, the Grey Relation Analysis is employed to identify the key factors that affect the repurchase intention of consumers in the beauty salon industry. Results - From the perspectives of the beauty salon customers, the factors affecting the repurchase intention of consumers are (1) obvious treatment results, (2) the treatment space considers personal privacy, (3) the offer of promotional prices for treatment/product trials, and (4) the product knowledge of the beauticians. From the perspectives of the beauticians, the factors include (1) the treatment space is well-designed and makes the customers feel relaxed, (2) enhancement of the customer relationship, (3) the treatment space considers personal privacy, and (4) the positive service attitude of the beauticians. Conclusions - We analyze all the key factors and offer some suggestions as a conclusion.

• International Journal of Contents
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• 제6권4호
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• pp.90-100
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• 2010

As the reuse of content becomes a strategy for the entertainment industry, managerial insight on customers is needed to be cultivated in order to run a successful business. This study analyzes the impact of previous satisfaction on consumption intention for content in another medium. To do this, two data sets are collected: cases of movie-to-TV series and TV series-to-movie and analyze them using a structural equation modeling approach. The results of our analysis show that satisfied viewers of a movie tend to communicate their positive feelings via word-of-mouth communication and demonstrate repurchase intention of another medium afterward. However, satisfaction does not automatically lead to repurchase intention in another medium. While satisfied viewers of a TV series show a statistically positive repurchase intention for a movie, satisfied viewers of a movie do not show a direct repurchase intention for a TV series. This result demonstrates an asymmetric relationship between satisfaction and repurchase intention across media, and its strategic implications are further discussed.