• Journal of Global Scholars of Marketing Science
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• v.6
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• pp.167-184
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• 2000

Previous models of consumer post-purchase evaluation behavior have treated customer satisfaction as a transaction-specific construct. In the present paper, a conceptual framework that describes customer satisfaction measurement as a process is developed. The framework explains customer satisfaction as a dynamic process encompassing five stages-search, interaction, experience, service, and longevity. It is proposed that organizations should develop information systems to measure customer satisfaction during all five of the stages and disseminate such information throughout the organization as part of their Total Quality Management efforts.

• Journal of Distribution Science
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• v.20 no.1
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• pp.77-85
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• 2022

Purpose: The Covid-19 pandemic has triggered several herd purchase behaviors, and online shopping has been considered a health-related preventative behavior. Thisstudy aimsto the relative impact of health threat beliefs concerning Covid-19 (perceived susceptibility and perceived severity) and herd mentality on consumers' online shopping post-adoption disconfirmation and continuance intention of online shopping. Research design, data and methodology: An internet survey was conducted with Vietnamese consumers, and upon screening, usable data of 292 responses were analyzed using PLS-SEM. Results showed that while herd mentality positively affects disconfirmation, health threat beliefs including perceived susceptibility and perceived severity of Covid-19 do not. Results: Results also provided further support for the notion that disconfirmation is a crucial determinant of post-adoption continuance intention. Moreover, herd mentality also has a significantly negative influence on online shopping post-adoption continuance intention. Conclusions: The research provides evidence supporting the role of herd mentality and post-adoption disconfirmation in driving consumers' intention to continue online shopping. However, the research shows that neither the perceived susceptibility of Covid-19 nor the perceived severity of Covid-19 has significant impact on post-adoption disconfirmation, adding mixed evidence to the application of health belief theory in technology (such as online shopping) adoption.

• Journal of the Korean Society of Clothing and Textiles
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• v.35 no.5
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• pp.561-574
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• 2011

This study investigates the ultimate factor structure of consumer dissatisfaction with the off-line purchase and usage of clothing. It identifies the determinant dimensions of consumer dissatisfaction on clothing purchase and usage and investigates the hierarchical structure of consumer dissatisfaction by assessing and comparing the effectiveness of five alternative factor structure models. A total of 300 women were online-surveyed to assess the level of dissatisfaction based on their dissatisfying experience with clothing purchases and usage in terms of product quality, price, salesperson's attitude, and store environment. The exploratory factor analysis identified the underlying dimensions of dissatisfaction: Handling, Aesthetics, Salesperson, Size, Price, Product Quality, Service, and Environment. By employing a first-order confirmatory factor analysis and higher-order confirmatory factor analysis, consumer dissatisfaction was confirmed to have a hierarchical structure with three second-order constructs Intrinsic instrument is manifested by handling, quality, and size, Intrinsic expression consists of service, salesperson, and environment, and Extrinsic circumstance contains aesthetics and price. On empirically demonstrating the multi-dimensional constructs of consumer dissatisfaction by identifying its hierarchical structure, the study provides the theoretical and practical insights to comprehend consumer purchase and post-purchase behavior. Specifically, it affords an empirical platform to extend the scope of research with condensed concepts of dissatisfaction to researchers. In addition, it also enables marketers to take a broader view of consumer dissatisfaction by providing cues about potential problems and identifying the source of those problems.

• Journal of the Korean Society of Costume
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• v.21
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• pp.219-226
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• 1993

The main purpose of this study is to inves-tigate brand loyalty on ready-to-wear of fe-male. The subjects were two hundred ninty females in Taegu. Using SPSS package in or-der to identify relations of clothing selection behavior and information source uses multivariate analysis of variance(MANPVA) univariate analysis of variance(ANOVA) were executed. Scheffe est a kind of post-hoc multiple comparisons methods was adapted. conclusions reached in this study are as follows: 1. Clothing purchase pattern of consumers classified brand loyal group and brand dis-loyal group. The number of people in the brand loyal group was fifty more than that of the brand disloyal group. 2. In relation of brand loyalty and clothing selection behavior brand loyal group had high scores on individuality and exhibition of clothing selection behavior. Brand dis-loyal group had high scors on economy practicality courtesy facility. 3. In difference of information uses on brand loyalty brand loyal group had high scores on printed-information source, broadcast-ing-information source broadcast-ing-information sources. Among them brand loyal group particularly used printed-infor-mation source more than brocasting infor-mation source. On the contray brand dis-loyal group have high scores on human-in-formation source.

• Korean Journal of Human Ecology
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• v.24 no.1
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• pp.79-96
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• 2015

The purpose of this research was to analyze the clothing behavioral attributes of male music enthusiasts. A questionnaire was developed based on previous researches. Respondents were men who were concerned with music in terms of a job, a major or a hobby. A total of 200 responses were analyzed by SPSS 20.0 through factor analysis with Varimax rotation, ANOVA with post-hoc test(SNK-test) and ${\chi}^2$-test. Music preference was classified into 3 factors: New age/jazz, Hiphop/dance, and Metal rock/ballad factor. 5 Clothing purchasing orientation factors were extruded: hedonic, planned, convenience, brand pursued, and fashion pursued purchasing orientation. Using those factor scores, 3 groups were classified: Group1(G1), preferring Hiphop/dance music with lower hedonic and brand/fashion pursued purchasing orientation; G2, preferring Hiphop/dance music with no interest in clothing shopping and fashion; G3, preferring New age music with high convenience and brand pursued purchasing orientation. In addition, there were significant differences among groups in clothing behavior such as social ostentation, individuality, self-expression, fashionability, conformity; in purchase motivation such as hedonic and trend/designer oriented purchase motivation; in information source like advertisement/media source; and in store choice criteria such as store light/music and popularity. The findings showed even the enthusiasts for the same music showed the different sopping orientation and different clothing behavior, suggesting that a personal value or taste can be a plausible factor to figure out attributes of consumers. An interest/involvement in clothing could be helpful to subdivide the music enthusiasts as the target market.

• Asia Marketing Journal
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• v.11 no.4
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• pp.95-119
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• 2010

Although there have been many studies regarding the inconsistency between consumers' attitudes and behavior, prior research has almost exclusively focused on the relationship between the attitude before behavior and the initial behavior. Relatively little research has been conducted on consumer satisfaction after purchase and post-purchase behavior. This research proposed that the relationship between satisfaction and post-purchase behavior is moderated by consumers' psychological characteristics such as need for cognitive closure(NCC) and temporal self-construal(SC). The need for cognitive closure refers to individuals' desire for a firm answer to a question and an aversion toward ambiguity. We assumed the need for cognitive closure as a major moderating variable because it is judged that the requirement for cognition clearly varies between when a consumer repurchases the same product and seeks a new alternative. Individuals who tend to end cognition due to time constraints or inappropriate conditions may display considerable cognitive impatience or impulsivity and has a higher probability in repurchasing the same product than a consumer without such limitations. They would avoid further consideration for new alternatives and the likelihood of the repurchase for prior alternative would increase. As hypothesized, significant moderating effect of the NCC was confirmed. This result gives a significant implication for a corporate to establish effective marketing strategies. For a corporate or product brand that has been occupying the market after entering the market earlier, it would be effective to maintain need for cognitive closure high in the existing consumers and thereby preventing the consumers from being interested in the new alternatives. On the other hand, new brands that have just entered the market need to lower the potential consumers' need for cognitive closure so that the consumers can be interested in new alternatives. Along with need for cognitive closure, temporal self-construal also turned out to moderate the satisfaction-repurchase. temporal SC reflects the extent to which individuals view themselves either as an individuated entity or in relation to others. Consumers under a temporarily independent SC would repurchase former alternative again according to their prior satisfaction and evaluation. In contrast, consumers in temporal interdependent SC tended to switch to a new alternative because they value interpersonal relationships above anything else and have a tendency to rely heavily on in-group opinions. When they are confronted with additional opinions, it is highly probable that he/she will choose a new product as an alternative. By proving the impact that temporal self-construal has on repurchasing behavior, this study is providing the marketers with new standards for establishing successful promotional strategies. For example, if the buyer and the user is the same for a product, it would be effective for the seller to convince the consumer to make decision subjectively by encouraging temporal independent self-construal. On the contrary, in the case where the purchase is made by an individual but the product is consumed by a group of people. For example, a housewife is more likely to choose the products or brands that her husband or children prefer rather than the ones that she likes by herself. In that case, emphasizing how the whole family can be satisfied and happy about the product would be effective for promoting repurchase.

• Journal of the Korean Society of Clothing and Textiles
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• v.47 no.5
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• pp.822-838
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• 2023

Reselling, an activity of purchasing high-scarcity products and selling them back at high prices, has gained popularity among those in their 20s and 30s in recent years. This study examines the resell activity process of the MZ generation using the online second-hand platform and its inherent meaning. Interviews with 15 participants in their 20s and 30s showed that respondents have four purchase stages: being influenced by social media, collecting and comparing information using various social media, purchasing efforts, and post-purchase behavior. The research derived three inherent meanings of resell activities: (1) means of self-presentation and differentiation, (2) confirmation of investment skills and aptitude to lead fashion trends, and (3) pleasure of consumption. Respondents indicated meeting self-satisfaction through public selfies on social media. In addition, they emphasized the empirical pleasure during the buying journey by collecting product information, comparing prices, and negotiating with buyers. Our findings confirm the spread of resell activities from minority groups to enthusiastic youth. This study is significant for focusing on fashion products that attract attention in the resell market and examining the respondents' consumption experiences from various perspectives.

• Journal of Distribution Science
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• v.16 no.8
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• pp.79-89
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• 2018

Purpose - This research aims to investigate the factors that influence consumer's overseas online shopping behavior. Consumers adopt overseas online shopping as a new buying way and more and more consumers prefer overseas online shopping than traditional shopping ways. Consumers' behaviors in this shopping experience can be different from other shopping experiences. With the increase of overseas online shopping, we need to find antecedents and results of overseas online shopping. Especially there would be positive or negative factors which influence overseas online shopping motivation. To find the relationship, this study examines self-efficacy and impulsivity as major factors which influence overseas online shopping. We also suggest that several attitude factors increase self-efficacy and it is positively related to customer satisfaction. On the other hand, we assume that overseas online shopping factors influence impulsivity of buying and it will decrease customer satisfaction. Research design, data, and methodology - This empirical study data were collected from Korean people who experience overseas online shopping. The subjects for this study were confined to shoppers who used overseas online shopping within the past six months. A total of 267 responses were gathered. SPSS 23.0, PLS 2.0 software were used in the data analysis. Descriptive statistics were used to show sample characteristics. We examined reliability, validity test for constructs. All measurement items used seven-point scales(1= very strong disagree, 7 = very strongly agree) drawn from previously published papers. Partial Least Square method was applied to find the relationship between antecedent factors and dependent factors and hypotheses were estimated. Results - Results show that perceived superiority, perceived ease of use, perceived transaction safety, perceived behavioral control positively affect self-efficacy. Self-efficacy influences positively to consumer's post purchase satisfaction. Perceived monetary benefit and perceived uniqueness motivated impulse buying. This can make consumer's post purchase dissatisfaction. Conclusions - This paper attempted to confirm the existence of both the positive and negative faces of overseas online shopping. The result reveals that self-efficacy is a major factor which may increase satisfaction in the overseas online shopping. Usually, we can think monetary benefit and uniqueness of products motivate overseas online shopping. But it can also intrigue impulse buying and negatively affect customer relationship. Therefore companies should provide enough products information to their potential customers and they might apply adequate processes such as recommendation, comparing systems to build long term relationship with their customers.

• International Journal of Costume and Fashion
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• v.15 no.2
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• pp.19-36
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• 2015

The purpose of this study is to research the purchasing behavior according to the pursuit benefit for outdoor wear and to present a direction to outdoor wear. Questionnaire survey was administered to 533 male and female adults in their 30s to 40s living in Seoul and Gyeonggido from May 1 to 15, 2014. Concerning the statistic treatment for data analysis, SPSS for Window 18.0 was used to carry out frequency analysis, factor analysis, reliability test, cluster analysis, ANOVA and Duncan test as post-test. Benefit was drawn out as 4 elements including 'showing off & brand benefit sought', 'fashion benefits sought', 'functionality benefits sought' and 'economic benefits sought'. Group analysis according to benefit showed that it was materialized to 'multiple benefit sought group', 'unconcern group', 'showing off & brand benefit sought group' and 'utility benefit sought group'. There is an academic significance in that this research found out the level of benefit in purchasing outdoor wear and the difference of purchasing behavior by consumer groups according to benefit. This result might be used efficiently by marketers in outdoor clothing industry in classifying consumers and establishing the marketing strategy to deal with it.

• International Commerce and Information Review
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• v.15 no.1
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• pp.3-34
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• 2013

This research, which was experimented by dividing tangible and intangible products, established the influence that affects recovery for consumers' complaint behavior and behavioral intention as per each different compensation program. In Experiment 1, the consumers, who experienced complaint behavior owing to company's mistake, have preferably recovered through the compensation program offered by the company. However, there was a significant difference in preference recovery between products that caused complaint behavior. According to the study result, the more clear preference recovery was shown in the case of purchasing laptop than the case of dining in family restaurant. Additionally, the consumers' emotion recovery was possible through compensation.; There was a emotion recovery disparity depending on product type between purchasing laptop case and dining in family restaurant case. The consumers, who experienced complaints, were only able to recover their preference, emotion, and behavioral intention through compensation of which recovery was greater in tangible product case than ordinary service. Meanwhile, there was no distinct difference between recovery compensation types even though the products were identical-type ones whereas it appeared that such tangible product which showed greater purchasing effort as laptop computer was more effective in stimulating emotion response. In Experiment 2, the purpose was to find out the difference between complaint behavior and its recovery process shown after purchase by Korean and Japanese college students, who have different consumer purchasing habits. The both consumers of the two countries, who experienced complaint behavior, demonstrated precise difference in preference recovery while the emotion and behavioral intention exhibited no disparity between the two consumer groups. In this experiment, it was learned that Korean college students were show-off purchase type consumers while on the other hand, the Japanese college students were famous product purchase type consumers. Thus, there was a clear difference in laptop computer purchase process and post-purchase evaluation between these two groups. In particular, the Korean college students had quicker preference recovery through compensation than the Japanese college students on account of their tendency to be consciousness of others. Nevertheless, there was no difference between the emotion recovery and re-purchase recovery and therefore, the compensation program for complaints was proven to affect the emotion and behavioral intention.