• The Journal of Information Systems
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• v.17 no.1
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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.

• The Journal of the Korea Contents Association
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• v.9 no.6
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• pp.357-369
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• 2009

With the development and generalization of internet and information technology, airlines has tried to reduce their business expenses and commissions to travel agencies and enhance service qualities through service automation and simplification, such as internet booking and ticketing, self check-in, in-flight internet and RFID for checked baggage. The statistical techniques conducted for this empirical analysis are frequency analysis, reliability analysis, factor analysis, confirmatory factor analysis and multiple regression analysis. This research has tried to examine factors of airline e-services that influence on recommendation re-purchase intention and satisfaction. Results has found that only on-line reservation and ticketing factor had significant effect for recommendation and re-purchase intention and all e-service factors produced significant effect to total satisfaction. It was also recommend that airlines have to provide easy and more familiar e-service system to their passengers to deliver better services.

• The Korean Journal of Franchise Management
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• v.10 no.1
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• pp.43-52
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• 2019

Purpose - Many companies use the Internet to conduct their business to maintain and acquire their customers. SNS is used as a site where users can create profiles, build personal networks, and then share and exchange information with others. Not only do people use SNS for their self-promotion, but they also promote their services by creating SNS pages. SNS is recognized as a medium for implementing effective advertising strategies and is being used as an important means of promoting the company. Therefore, in this study, we investigate the effect of SNS marketing characteristics of restaurant franchise firms on utilitarian value and hedonic value and examine their effects on purchase intention. Research design, data, and methodology - The data were collected from 20s-60s respondents who have used SNS for restaurant visit using Google survey. A total of 159 responses were collected and used for final analysis. Smart PLS 3.0 was used for the hypothesis test. Results - As a result of an analysis, it was shown that the influence of the playfulness and affordability of information on the utilitarian value had a significant positive effect. Interaction and up-to-date did not have a positive effect on utilitarian value. Interaction, affordability, and up-to-date have no significant positive effects on hedonic value. The playfulness of information has a positive effect on the hedonic value. Both utilitarian value and hedonic value had positive effects on purchase intention. Conclusions - The findings of this study suggest that the SNS marketers of restaurant franchisors should focus on the playfulness, affordability, and up-to-date rather than the interactivity of SNS. In marketing through SNS, the act of presenting the basis of information and enhancing the provision of information through objective criteria makes it possible to experience the practical value of information. It is necessary to develop differentiated contents which cause customers interest and fun and to induce many customers' purchase intent by providing objective and realistic information. In order to increase the customers' repurchase intentions toward the food service business, customers should maximize the hedonic value and practical value felt through information. It should also focus on providing information that customers are receptive to, rather than providing prompt information.

• Asia pacific journal of information systems
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• v.16 no.3
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• pp.67-93
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• 2006

Some consumers prefer online and others prefer offline. What makes them prefer online or offline? There has been a lack of theoretical development to adequately explain consumers' channel switching behavior between traditional physical stores and new virtual stores. Through consumers' purchase decision processes, this study examined the reasons why consumers changed channels depending on purchase process stages. Consumer's purchase decision process could be divided into three stages: pre-purchase stage, purchase stage, and post-purchase stage. We used the intention of channel selection as a surrogate dependent variable of channel selection. And some constructs, that is, channel function, channel benefits, customer relationship benefits, and perceived behavioral control, were selected as independent variables. In buying look-and-feel products, it was identified that consumers preferred virtual stores to physical stores at pre-purchase stage. To put it concretely, all constructs except channel benefits were more influenced to consumers at virtual stores. This result implied that information searching function, which is a main function at pre-purchase stage, was better supported by virtual stores than physical stores. In purchase stage, consumers preferred physical stores to virtual stores. Specially, all constructs influenced much more to consumers at physical stores. This result implied that although escrow service and trusted third parties were introduced, consumers felt that financial risk, performance risk, social risk, etc. still remained highly online. Finally, consumers did not prefer any channel at post-purchase stage. But three independent variables, i.e. channel function, channel benefits, and customer relationship benefits, were significantly preferred at physical stores rather than virtual stores at post-purchase stage. So we concluded that physical stores were a little more preferred to virtual stores at post-purchase stage. Through this study, it was identified that most consumers might switch channels according to purchase process stages. So, first of all, sales representatives should decide that what benefits should be given them through virtual stores at the pre-purchase stage and through physical stores at the purchase and post-purchase stages, and then devise collaborative channel strategies.

• Korean Journal of Human Ecology
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• v.18 no.1
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• pp.237-245
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• 2009

The purpose of the study is to investigate how much customers' environmental consciousness and perception of environmental marketing in the fast food company affect their purchasing intention. Out of 420 questionnaires, 394 were analyzed by SPSS/WIN12.0 for the study. The results are as follows: the more environmental consciousness customers have, the more consumers understand environmental efforts of fast food companies. Second, consumers agree that fast food companies have a responsibility for environmental problems. Third, significant factors related to environmentally friendly marketing are found out. In other words, social psychological factors are more useful than demographic factors drawn from previous studies. Therefore, the empirical study would provide evidence for customers being interested in environmental marketing and valuable data for marketers who will approach environmentally friendly fast food market in the future.

• Journal of the Korean Society of Food Culture
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• v.24 no.5
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• pp.518-524
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• 2009

This study was conducted to investigate the effects of fast food customer's perceived risks on risk reduction behavior, attitude and purchase intention. A total of 268 usable surveys were collected using a stratified random sampling method. Descriptive analysis and factor analysis was then conducted using SPSS 12.0, and a Cronbach's $\alpha$ was generated to estimate the internal consistency of the survey items. Multiple regression analysis was used to evaluate the relationships among variables. The results indicated that fast food safety and monetary risks had a negative effect on customer feelings and satisfaction with fast food, which had a positive effect on buying purpose and recommendation purpose. Conversely, obesity and monetary risks only had a negative effect on buying purpose. An improved menu more effectively reduced the risk perceived by the fast-food customers than an improved image.

• Journal of the East Asian Society of Dietary Life
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• v.25 no.5
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• pp.911-921
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• 2015

This study aimed to examine the choice motives for organic coffee and investigate how these motives influence consumer attitudes and purchase intentions regarding organic coffee. A survey was administered to people visiting organic coffee shops in Seoul. Analyses of frequency, descriptive statistics, factor and reliability, ANOVA, correlation, and regression were conducted using SPSS 20.0. Six factors were demonstrated as motives for choosing organic coffee: health, price, reliability, familiarity, sensory appeal, and environment friendliness. Among six factors, "reliability" and "environment friendliness" were positively associated with consumer attitudes, which had a significant impact on purchase intentions. This study is one of the first to examine the relationship between consumer attitudes and purchase intentions focusing on organic coffee. Although the organic coffee market has high potential, its theoretical background has been under developed. By revealing choice motives for organic coffee, this study could provide basic information on how to satisfy consumer needs and promote purchasing. In addition, by understanding needs of diverse and specific coffee consumer groups, effective marketing strategies can be developed with a focus on organic coffee. Especially, environment-friendly and reliable organic coffee can satisfy consumers, maximize profits, and improve brand value.

• Journal of Distribution Science
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• v.21 no.12
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• pp.59-69
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• 2023

Purpose: Consumers can experience better service for distribution of products with payment technology such as QRIS (Quick Response Code Indonesian Standard) compared to conventional purchase methods. This research aims to determine the experience of QRIS service users in Indonesia. Perceived Usefulness, Ease of Use, and Perceived Security were independent factors. Behavioral Intention to Use is the dependent variable. Furthermore, Word of Mouth Attitude is an intervening variable. Research Design, Data, and Methodology: Involving active QRIS users in a survey-based quantitative study in Indonesia. A survey sample of 400 people was taken from data records of 30.87 million QRIS users in Indonesia. Data were analyzed using SEM-PLS. Results: Show that Perceived Usefulness and Perceived Ease of Use significantly impact Attitudes Word of Mouth, and Behavioral Intention to Use. This research also found that Behavioral Intention to Use does not significantly impact Perceived Security. Conclusion: QRIS, as a revolutionary innovation, offers faster payments than previous methods, with a payment time of no more than one minute. QRIS is seen as valuable, simple, and safe, disseminating information to the public and continuing to use QRIS. The implications of this research are very significant in accelerating the flow of distribution of goods and services and facilitating transactions.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.9
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• pp.427-438
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• 2020

This study aims to analyze and confirm brand awareness' role in influencing the repurchase intention both directly and indirectly on customer satisfaction variables and repurchase intention variables. The contribution brought by this study is to reflect manifest variables such as recall, purchase, and consumption. The number of respondents in this study was 200 samples using the online survey data collection method (Google form), while the research approach is quantitative explanatory. The data analysis test tools include the Structural Equation Modeling (SEM) approach with AMOS as a statistical data analysis software and Sobel test to indirectly test the relationship. This study consists of four hypotheses, of which three hypotheses are positively and significantly related (brand awareness on repurchase intention, brand awareness on customer satisfaction, and customer satisfaction on repurchase intention). Through indirect relationship, namely, brand awareness on repurchase intention through customer satisfaction, the study showed no significant effect. In a comprehensive way, this study emphasizes the factor of customer satisfaction as a determinant of consumer loyalty and repurchase intention. Therefore, creating optimal customer satisfaction, service excellence, promotion and massive advertising, guaranteeing the safety and ease-of-use apps, and ease of shopping, especially for e-commerce industry, is a serious concern.

• Journal of Digital Convergence
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• v.10 no.11
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• pp.287-293
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• 2012

The present paper attempts to account for customers' purchase intention of counterfeit goods. Based on some previous analyses, we have set up a structured model for analysis with a hope to identify the relationship between benefits from using counterfeit goods and motivational factors to purchase them. It is found, first of all, that motivation for ostentation significantly influences personal benefits from using the counterfeit goods. Second, we also find that motivation for satisfaction does not exert any direct influence on the factors of benefits, though it affects decisions to purchase. Third, motivation for practicability has significant influence on personal and, more strongly, on economic benefits. Fourth, quality has significant influence on both personal and economic benefits. Again, this factor is also more closely related with economic benefits than with personal ones. We hope that we will be able to provide practical tips for those who design and plan public service advertisements that intend to reduce purchasing of counterfeit products.