• Title/Summary/Keyword: Internet Word-of-mouth

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The Effect of Purchase Reviews on the Trust, Satisfaction, Commitment, and Repurchase Intention of Consumer in Internet Shopping Malls (인터넷 쇼핑몰의 패션 상품 구매후기가 소비자의 신뢰, 만족, 몰입 및 재구매의도에 미치는 영향)

  • Hong, Byung-Sook;Lee, Eun-Jin;Cho, Mi-Ae
    • Journal of the Korean Society of Clothing and Textiles
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    • v.33 no.11
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    • pp.1817-1827
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    • 2009
  • This study analyzes how the purchase reviews of fashion merchandise influence consumer trust, satisfaction, commitment, word-of-mouth intention, and repurchase intention in internet shopping malls. The survey was conducted from October $15^{th}$ to December $5^{th}$ in 2008, and 368 responses were used in the data analysis. The statistical analysis methods were frequency analysis, factor analysis, reliability analysis, and multiple regression analysis. The results show that the purchase reviews factors of fashion merchandise in internet shopping malls were amusement, assentation, overstatement, genuineness, and usefulness. The assentation, genuineness, and usefulness of purchase reviews have an effect on consumer trust and satisfaction. The amusement, overstatement, and usefulness of purchase reviews have an effect on the emotional commitment of consumers, while the amusement, assentation, overstatement, genuineness, and usefulness of purchase reviews influence the reasonable commitment of consumers. Consumer trust and commitment effect word-of-mouth intention and repurchase intention in internet shopping malls.

Relationship between Store Image Evaluation, Customer Satisfaction, and Repurchase Intention according to the Types of Internet Fashion Shopping Malls (인터넷 패션쇼핑몰 유형별 점포이미지평가와 고객만족 및 재구매의도와의 관련성에 관한 연구)

  • Kim, Kyung-Hee
    • Fashion & Textile Research Journal
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    • v.10 no.1
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    • pp.50-58
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    • 2008
  • This study aims to identify whether shopping malls affect customer satisfaction significantly according to the store image assessment of consumers after their purchases. This comparative study on the store image and satisfaction level according to shopping mall type is supposed to offer useful basic data for developing a niche market while establishing market segmentation strategies for internet fashion shopping malls. As a result of an empirical analysis, it was found that important standards for assessing the store image of internet fashion shopping malls include product and information service, customer service after purchase, atmosphere, convenience and reliability, and all five factors were shown to affect the satisfaction level for all general malls significantly. However, product and information service and convenience were shown not to be significantly influential to the satisfaction level for fashion specialty mall. In addition, customer satisfaction was found to affect the customers' intention to repurchase and word of mouth. Therefore, if marketing managers of internet fashion shopping malls elevate customer satisfaction by managing the store image before the customers' purchase, they can attract customers to repurchase intention and ultimately prompt a word of mouth effect.

Measurement of the Internet Banking Customer Satisfaction using Structured Equation Model

  • Choi, Kyung-Ho
    • Journal of the Korean Data and Information Science Society
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    • v.16 no.2
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    • pp.301-311
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    • 2005
  • This study has conducted to measure the internet banking customer satisfaction using structured equation model. Data was collected by e-mail system. Among survey panel who had experience of using Hanwha-Bank internet banking service, final samples were 2,848 respondents. The results showed that usage convenience and economy factor was most correlated with customer satisfaction. And we found that word-of-mouth behavior was affected customer satisfaction.

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Relational Market Behavior of Fashion Online Community Members (패션 온라인 커뮤니티 가입자들의 관계지향적 행동)

  • Chang, Yu-Jeong;Park, Jae-Ok;Youn, Song-Yi;Lee, Kyu-Hye
    • The Research Journal of the Costume Culture
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    • v.15 no.1 s.66
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    • pp.58-67
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    • 2007
  • The popularity of communities on the Internet has captured the attention of marketing professionals and more consumers are involved in online activities of fashion brands. The primary purpose of this research was to explain the process of how online interactivity influence members' relational market behavior. Subjects of this study were male and female members of online communities of fashion brands. Online survey data were obtained from 416 respondents. Empirical findings of this study were suggestive of two types of interaction in fashion online communities: community-customer interaction and customer-customer interaction. Fashion online community customers' relational market behavior (word of mouth and repurchase intention) was significantly influenced by both types of interactivity. The influence of interactivity on relational behavior was stronger for word of mouth intention than for repurchase intention. This study highlights the importance of interactivity in cyberspace as well as relational market behavior and contributes to e-relationship marketing strategies of fashion brands.

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Comparative Analyses of Social Media on Its Impacts on Consumer Behavior in On-line Markets (온라인 시장에서 소셜미디어가 소비자 행동에 미치는 영향 비교분석)

  • Shin, Young-Ho;Kim, Sun-Geun
    • Journal of Distribution Science
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    • v.15 no.10
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    • pp.81-92
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    • 2017
  • Purpose - One of the main objectives of this paper is to identify the most effective type of social media and to analyze the priority of blogs by their informational attributes in the aspect of their impacts on word-of-mouth intention(WOM) in on-line markets. Research design, data, and methodology - We set 'attitude' variable in the middle to see if there is mediating effects between blog information and word-of-mouth intention. We conducted a survey by questionnaire and received 206 answers. Employing the OLS statistical methods through the SPSS package, we tested our hypotheses. Results - Some of the main results are the followings. First, blog, micro-blog, and profile-based services showed significant effects on WOM, while Internet community and mini-homepages are not significant. Second, blog has positive impacts on WOM. Third, attitude has perfect mediating effects between blog and WOM. Fourth, in terms of effects on WOM, interactivity shows the first priority and reliability and usability follows. Finally, attitude has a more significant effect for users of 3 types of blog compared with those of 2 types. Conclusions - In this paper, we analyzed the effects of social network services by type and identified the priority among various attributes of information contained in blogs. It would provide businesses with viable strategic options to establish public relations in their sales promotion.

A Study on WOM and Determinants of Hospital Choice (구전(WOM)활동과 의료기관 선택요인 : - 피부과와 산부인과의 20~30대 여성고객 중심으로 -)

  • Shin, Young-Hee;Suh, Chang-Jin
    • Korea Journal of Hospital Management
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    • v.16 no.2
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    • pp.31-52
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    • 2011
  • The cutthroat competition of the market for the medical services caused changes and developments of hospital management from the traditional provider-oriented management to a consumer-oriented management toward the customer. And the popularization of on-line community through the growth and spread of internet technology is developed into an important exploration activity to provide various medical information to patient(or customer) who wishes a high-quality medical services. This is an on-line Word-of-Mouth(WOM). It is a kind of information exploration that is performed by customers before choosing the hospital with off-line word-of-mouth. In this study, we develop our research model to verify the causal relationships among on/off-line WOM, key determinants of hospital choice and the customer's will to make use of the hospitals, and total effect of these variables. We adopt a component-based PSL method for an empirical analysis of the patients experienced dermatology or obstetrics gynecology. Finally, we understand the characteristics of the various medical services and draw new and significant strategic previews.

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Analysis of Research Trends of 'Word of Mouth (WoM)' through Main Path and Word Co-occurrence Network (주경로 분석과 연관어 네트워크 분석을 통한 '구전(WoM)' 관련 연구동향 분석)

  • Shin, Hyunbo;Kim, Hea-Jin
    • Journal of Intelligence and Information Systems
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    • v.25 no.3
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    • pp.179-200
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    • 2019
  • Word-of-mouth (WoM) is defined by consumer activities that share information concerning consumption. WoM activities have long been recognized as important in corporate marketing processes and have received much attention, especially in the marketing field. Recently, according to the development of the Internet, the way in which people exchange information in online news and online communities has been expanded, and WoM is diversified in terms of word of mouth, score, rating, and liking. Social media makes online users easy access to information and online WoM is considered a key source of information. Although various studies on WoM have been preceded by this phenomenon, there is no meta-analysis study that comprehensively analyzes them. This study proposed a method to extract major researches by applying text mining techniques and to grasp the main issues of researches in order to find the trend of WoM research using scholarly big data. To this end, a total of 4389 documents were collected by the keyword 'Word-of-mouth' from 1941 to 2018 in Scopus (www.scopus.com), a citation database, and the data were refined through preprocessing such as English morphological analysis, stopwords removal, and noun extraction. To carry out this study, we adopted main path analysis (MPA) and word co-occurrence network analysis. MPA detects key researches and is used to track the development trajectory of academic field, and presents the research trend from a macro perspective. For this, we constructed a citation network based on the collected data. The node means a document and the link means a citation relation in citation network. We then detected the key-route main path by applying SPC (Search Path Count) weights. As a result, the main path composed of 30 documents extracted from a citation network. The main path was able to confirm the change of the academic area which was developing along with the change of the times reflecting the industrial change such as various industrial groups. The results of MPA revealed that WoM research was distinguished by five periods: (1) establishment of aspects and critical elements of WoM, (2) relationship analysis between WoM variables, (3) beginning of researches of online WoM, (4) relationship analysis between WoM and purchase, and (5) broadening of topics. It was found that changes within the industry was reflected in the results such as online development and social media. Very recent studies showed that the topics and approaches related WoM were being diversified to circumstantial changes. However, the results showed that even though WoM was used in diverse fields, the main stream of the researches of WoM from the start to the end, was related to marketing and figuring out the influential factors that proliferate WoM. By applying word co-occurrence network analysis, the research trend is presented from a microscopic point of view. Word co-occurrence network was constructed to analyze the relationship between keywords and social network analysis (SNA) was utilized. We divided the data into three periods to investigate the periodic changes and trends in discussion of WoM. SNA showed that Period 1 (1941~2008) consisted of clusters regarding relationship, source, and consumers. Period 2 (2009~2013) contained clusters of satisfaction, community, social networks, review, and internet. Clusters of period 3 (2014~2018) involved satisfaction, medium, review, and interview. The periodic changes of clusters showed transition from offline to online WoM. Media of WoM have become an important factor in spreading the words. This study conducted a quantitative meta-analysis based on scholarly big data regarding WoM. The main contribution of this study is that it provides a micro perspective on the research trend of WoM as well as the macro perspective. The limitation of this study is that the citation network constructed in this study is a network based on the direct citation relation of the collected documents for MPA.

The Effect of Vividness of Preannounced New Product Information on e-WOM in Internet Community and Intention of Internet Posting (프리어나운싱 된 신제품 정보의 생동감이 인터넷커뮤니티 유저의 e-WOM와 인터넷 포스팅의도에 미치는 영향)

  • Song, Yong-Tae
    • The Journal of the Korea Contents Association
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    • v.11 no.2
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    • pp.312-321
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    • 2011
  • Recently, lots of corporations take effect preannouncing activity before launching new product as communication strategy. Preannouncing information of new product is diffused in internet community which relate to the product. This study notes the effect of external vividness and internal vividness among information characteristics of new product to e-WOM(electronic word-of-mouth). The author aims to identify how to trigger intention of e-WOM on preannounced new products, and external vividness and internal vividness of determinants of e-WOM and intention of internet posting. The main findings are that external vividness and internal vividness positively influence e-WOM in internet community, and the e-WOM positively affects intention of internet posting.

The Effect of Relationship Benefit on Relationship Quality and Performance in Internet Apparel Products Shopping (인터넷 쇼핑몰의 의류제품 쇼핑 시 관계혜택이 관계의 질과 관계성과에 미치는 영향)

  • Bae, Kang-Mi;Park, Jae-Ok
    • Journal of the Korean Society of Clothing and Textiles
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    • v.34 no.9
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    • pp.1504-1514
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    • 2010
  • Relationship marketing can be one of the most efficient strategies to enable a company to achieve business success in the recent marketing environment of tough competition and the diverse desires of consumers for new products. Using relationship marketing instead of mass marketing can help a company increase profits. For proper research in relationship marketing, it is indispensable to study relationship benefits. This study provides specific information in terms of relationship benefits to help develop the marketoriented strategy of a company. The results are as follow. The relationship benefit had a significantly positive effect on relationship quality (trust, satisfaction, and commitment). A relationship benefit was divided into three dimensions: customization benefit, informational benefit, and emotional benefit. Especially, emotional benefit appears as the most positive effect on satisfaction and the customization benefit appeared as the most positive effect on trust and commitment. The customization benefit and emotional benefit had a significantly positive effect on long-term relationship orientation, repurchase intention, and word of mouth. Informational benefit was not a significant influence on repurchase intention and word of mouth. Customization benefit appeared the most positive effect on long-term relationship orientation and word' of mouth. Emotional benefit appeared the most positive effect on repurchase intention. The relationship quality had a significantly positive effect on relationship performance. The findings of this study provide both industry and academic researchers with a guide to increase customer satisfaction in the relationship marketing process.

The Effect of Purchase Reviews of Internet Shopping mall on Benefits Sought of Sales Promotion, Fashion Customer's Purchase Satisfaction, Repurchase Intention, and Word-of-Mouth Intention (인터넷 쇼핑몰의 구매후기 특성이 판매촉진 추구혜택과 구매만족도, 재구매의도 및 구전의도에 미치는 영향)

  • Lee, Su-Jin;Shin, Su-Yun
    • Fashion & Textile Research Journal
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    • v.16 no.1
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    • pp.79-90
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    • 2014
  • With the development of modern society, not only have the Internet and e-commerce been progressed but they also made 'consumption patten' diverse. Despite the internet clothing market growth, there is critical a disadvantage, which is consumers is not able to wear the products presented via online pictures. Thus, pictures on the internet are the only information customers can get, which has caused consciousness on the importance of dealing with 'customer review'. In spite of the fact that 'customer review' has undeniably evolved to be one of customers' essential requisites, the research on this subject is very limited. Until now, the studies on the internet shopping consumers' behavior mostly has to do with the features of 'customer review' such as 'a sense of exaggeration', 'usability', 'duality', 'purity', 'professionalism', 'reliability', and the 'similarity', etc.) Therefore, this study categorizes the characteristics of online shopping reviews to 'the number of reviews', 'the article-length', 'the existence of photos', 'the rewards for reviews', 'the contents of the reviews' and 'the freshness of the reviews' and reviews the impact of an features of 'customers' reviews' affecting the internet shopping sales promotion. Moreover, it is to contribute to the marketing strategies of a shopping mall by analyzing consumers' 'purchasing satisfaction', 'the intention of repurchasing', and 'the factors of viral marketing'.