• International Journal of Quality Innovation
• /
• 제8권1호
• /
• pp.76-86
• /
• 2007

This paper reports on a study investigating key attributes of service recovery strategies in internet shopping mall. In theses day, service recovery has received important attention in the service operation management literature. Service recovery involves those actions designed to resolve problems, alter negative attitudes of dissatisfied consumers and to ultimately retain these customers. The study examined that service recovery strategies (apology, compensation) impact on the customer satisfaction. And customer satisfaction impacts on customer loyalty with SEM (Structural Equation Modeling). This study can be used a strategic implication for internet shopping mall managers to develop successful service recovery strategies.

• 한국컴퓨터정보학회논문지
• /
• 제6권2호
• /
• pp.157-162
• /
• 2001

본 연구에서는 인터넷 쇼핑몰의 사용편의성에 중점을 두어 인터넷 쇼핑몰의 인터페이스 설계요소인 화면설계와 구조설계 차원에서 수행도 평가와 주관적인 만족도를 실시하였다. 화면설계는 인터넷 쇼핑몰의 상품구조인 대분류, 중분류로 구분되는 메뉴리스트를 선정하였다. 대분류는 위치 요소 3수준(Left, Right, Center), 중분류는 배열형태 2수준(Horizontal, Vertical)으로 분류하였다. 구조설계에서는 상품구매과정을 구성하는 상품검색, 장바구니, 회원확인, 주문처리 등의 4요소의 페이지 흐름방식에 따라 3수준을 선택하였다. 수행도 분석 결과, 화면설계 평가에서는 대분류의 위치가 왼쪽, 중분류에서는 세로배열형태에서 탐색 시간이 적게 소요되었다. 그리고 이러한 두 요소에 대한 주관적 평가에서도 만족도가 높게 나타나 수행도 분석결과를 뒷받침하였다. 구조설계에서는 상품검색과 장바구니 절차 후에 회원확인과 주문처리가 한 화면에서 이루어지는 형태가 구매 절차에 대한 이해용이성 및 편리성에서 만족도가 가장 높게 나타났으며, 상품 검색 후 장바구니, 그 다음으로 회원확인과정을 거친 후 그 다음 화면에서 주문처리과정이 이루어지는 형태가 실물세계와의 유사성에서 만족도가 가장 높게 나타났다.

• 한국의류산업학회지
• /
• 제10권1호
• /
• pp.50-58
• /
• 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.

• 산업경영시스템학회지
• /
• 제28권3호
• /
• pp.58-64
• /
• 2005

Customer sensibility based recommendation agent system was developed to tailor to the customer the suggestion of goods and the description of store catalog in on-line shopping mall. The recommendation agent system composed of five modules and seven services including specialized algorithm. This study was to investigate the effectiveness of the customer sensibility based recommendation agent system in on-line shopping mall. This study asked 30 male and female students to perform the task in on-line shopping mall and facilitated them questionnaires. The questionnaires were administered to subjects to measure quality precision, ease of use, support of buying, purchasing power, future intention of the system. The study revealed that good part of the subjects positively evaluated the customer sensibility based recommendation system except for ease of use. The study on usability of the recommendation agent system has need to be performed in next. This paper shows that the satisfaction and the buying power of customers may be improved by presenting customer sensibility based recommendation in on-line shopping mall.

• 한국산업정보학회:학술대회논문집
• /
• 한국산업정보학회 2008년도 추계 공동 국제학술대회
• /
• pp.537-544
• /
• 2008

The purpose of this study is to find essential delivery service quality elements of internet shopping mall and to investigate the relationship among delivery service quality, satisfaction, trust, and loyalty in the area of internet shopping malls. To do so, theoretical literature review and empirical survey accomplished. The empirical results of this study are summarized as follows. Firstly, accuracy, quickness, safety, information providing, and institutional guarantee have a positive influence on satisfaction. Secondly, accuracy, quickness, information providing, and institutional guarantee have a positive influence on trust. Lastly, satisfaction has a positive influence on trust, and both of satisfaction and trust have a positive influence on loyalty in internet shopping malls. From the analyses of this study, we offer several implications both theoretical and practical perspective.

• 한국의류학회지
• /
• 제30권11호
• /
• pp.1618-1625
• /
• 2006

The purposes of this study were 1) to identify dimensions of fashion lifestyles of men of digital generation and online shopping mall service attributes, and 2) to find factors affecting general satisfaction and intention to purchase at online shopping malls. Data were obtained from 632 men aged between 15 and 39 who were using the internet. Fashion lifestyles produced five factors, fashion leadership, shopping enjoyment, brand pursuit, personality pursuit, and practicality pursuit. Internet service attributes included three factors, check-out service, after delivery service, and product presentation service. Significant determinants of general satisfaction were after delivery service, check-out service, product presentation service, and purchase experience in order. For intention to buy, after delivery service, check-out service, product presentation service, purchase experience, practicality, and household income level in order were significant. Finally, general satisfaction of purchase was a useful determinant of intention to buy. Implications were given for improving internet shopping mall services from the perspective of online fashion mall marketers.

• 복식문화연구
• /
• 제11권4호
• /
• pp.487-499
• /
• 2003

The purpose of this study was to suggest marketing strategies to internet fashion shopping malls identifying factors that customers consider important. Data were collected by survey questionnaire and the subjects were 322 men and women in their twenties and thirties living in Seoul and Kyung-gi. SPSS 10.0 package were used and reliability, frequency, cross tabulation, chi-square, paired t-test, ANOV A and Duncan test were conducted for data analysis. The results were as follows. I) Subjects placed the most importance on providing the precise and detail information of products but its satisfaction level was low. 2) Subjects considered the ‘low price’ very importantly but its satisfaction level of it was not high. 3) Subject's importance and satisfaction level of ‘point system’ were about an average. 'Point system' has to be activated by using systems such as 'point network system' by pointbanking co. as one of price-cutting strategies. 4) Internet fashion shopping mall users treated 'the security system of personal data' importantly while they were not sufficiently satisfied with the system. 5) Female placed more importance on design and color of products and suppliance of the trendy items.

• 한국전자거래학회지
• /
• 제4권3호
• /
• pp.77-94
• /
• 1999

The Electronic Commerce is expected as one of the most prospective industries in the 21th century, This research performed a survey and analysis is based on the results of the service quality model and previous research of the service quality in MIS. Service quality, one instrument developed by the marketing area, is provided as a possible measure of internet shopping mall, Service quality measures five service dimensions of tangible, reliability, responsiveness, assurance and empathy. The main purposes of this study are to develop an exploratory model based on service quality that can explain the factors of customer's perceived service quality and investigate how these factors are related to consumer satisfaction. The results of this survey are summarized as follows: (1) Reliability and responsiveness of internet shopping mall are evaluated as very important factors, (2) Service quality is an antecedent of consumer satisfaction, (3) Consumer satisfaction has a significant effect on purchase intentions.

• 한국의류산업학회지
• /
• 제12권3호
• /
• pp.302-309
• /
• 2010

The purposes of this study were to examine whether the e-promotion interest was an influencing variable on promotion-acceptance attitudes, browsing, consumer satisfaction and e-loyalty, and to investigate the predictors for e-loyalty of shopping mall according to e-promotion interests. A questionnaire was developed based on the previous researches. Data were obtained from 555 adults who had purchased fashion products in online shopping. Data were analyzed using by factor analysis, Cronbach's alpha, t-test and regression. The results showed that consumers with high e-promotion interests were more likely to accept e-promotions affectively and behaviorally, to have hedonic and utilitarian browsing, to satisfy the online shopping, and to make e-loyalty compared to them with low e-promotion interests. For high interested group in e-promotion, the more cognitive and affective attitudes toward promotion acceptance they were the greater e-loyalty in the context of online shopping for fashion products. Additionally, the more hedonic browsing and satisfy the online shopping they were the greater e-loyalty of shopping mall at Internet. However, for low interested group in e-promotion interests, the more utilitarian browsing and satisfy the online shopping they were the greater e-loyalty of online shopping for fashion products. It implies that consumer' e-promotion interest was an influencing variable on promotion-acceptance attitudes, browsing, consumer satisfaction and e-loyalty in online shopping for fashion products. Consumer satisfaction played an important role for making e-loyalty of fashion shopping malls. These findings are discussed in terms of insights for developing the strategies of encouraging to make the loyalty of shopping mall in the context of purchasing fashion products at Internet.

• 정보관리연구
• /
• 제40권4호
• /
• pp.151-171
• /
• 2009

This study is to investigate dissatisfaction behavior of customers who purchase products on the Internet shopping mall and to find customers' dissatisfaction behavior types for effectively responding to that. Managing dissatisfaction behaviors are related to the customer satisfaction. To conduct this study, Call Center data was collected and analysed by qualitative method. The results showed that dissatisfaction of product quality and disappointment have different effects on post--purchase behaviors. Customers who feel more dissatisfaction with product quality showed the aggressive response such as exchange, refund, while customers who feel disappointment are likely to switch the shopping mall or to cancel the order. These results of customers' dissatisfaction behaviors indicate that company has to manage both product quality and the customer's experience dimension.