• Journal of the Korean Society of Clothing and Textiles
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• v.32 no.8
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• pp.1299-1308
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• 2008

Customers’ loyalty to an online store may be worth up to ten times as much as its average customer. To develop a loyal customer base, most online stores try their best to continually satisfy their customers and to generate long-run relationships with them. This study investigates the effects of product attributes on customer satisfaction, trust, and loyalty in the context of online shopping for apparels. A self-administered questionnaire with multi-item scale was developed based on literatures. A total of 356 usable questionnaires were obtained from respondents and were analyzed using by LISREL 8.54 Program. The results showed that attributes of apparel products (e.g., products variety, price, and information) have indirectly influenced customer loyalty, which are moderated by customers’ satisfaction and trust. Additionally, customer satisfaction plays an important role to develop customer loyalty of online apparel stores. The findings suggest that, to satisfy their customers, online apparel stores should focus on product variety, and reasonable/economic prices of their apparel products, while they should provide the information about contents/care of apparels in building trusting relationships with their customers. In light of the major findings, this study sets forth strategic implications for customer loyalty in online settings of apparel store.

• Journal of Fashion Business
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• v.11 no.3
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• pp.46-58
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• 2007

The purpose of this study was to identify the physical surroundings and the salesperson's service in apparel stores, and to examine their effects on customer satisfaction and the intention to repurchase. The data was collected from a questionnaire conducted on 312 female adults who had just finished shopping, and was analyzed by frequency analysis, factor analysis, reliability analysis, regressive analysis and ANOVA analysis with SPSS 10.0. The results were as follows: (1) As a result of the factor analysis, five factors were identified with regard to physical surroundings: spatial layout and functionality, presentation and aesthetics, ambience, convenience, and information. The factors pertaining to the salesperson's service in apparel stores were divided into four dimensions: knowledge and assurance, convenience and responsiveness, etiquette, and empathy. (2) As far as physical surroundings are concerned, spatial layout and functionality, presentation and aesthetics, ambience, and convenience were all found to influence customer satisfaction. In terms of salesperson's service, convenience and responsiveness, etiquette, and empathy each had an influence on customer satisfaction. (3) Furthermore, physical surroundings and the salesperson's service influenced the intention to repurchase. The intention to repurchase is influenced by spatial layout and functionality, ambience, convenience, and information with regard to physical surroundings, by knowledge and assurance, convenience and responsiveness, and empathy with regard to the salesperson's service. (4) It was revealed that the significance of the physical surroundings and salesperson service factors varies depending on the consumer's age, level of education, and income.

• Journal of the Korean Society of Clothing and Textiles
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• v.43 no.5
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• pp.682-698
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• 2019

This study examines whether experiential factors of virtual reality (VR) stores influence consumers' perceived amount of information and satisfaction, which in turn influences revisit intention. This also study examines whether the experiential factors differ as a function of an individual characteristic such as environmental responsiveness. Female consumers who had an experience in using VR technology for digital shopping participated in the online survey. The results showed that educational, escapist and aesthetic experiences have a significant impact on the perceived amount of information, and entertainment and escapist experiences have a significant impact on satisfaction. In addition, the perceived amount of information has a positive effect on customer satisfaction, which in turn has a positive effect on revisit intention. There is also a difference in the effect of experiential factors on consumer responses depending on the environmental responsiveness. This study provides theoretical suggestions for experiential marketing and presents practical implications for developing marketing strategies for digital retailers utilizing VR technology.

• The Journal of Economics, Marketing and Management
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• v.11 no.2
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• pp.1-11
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• 2023

Purpose: With the rapid development of e-commerce, logistics services, as an important part of e-commerce shopping, have gradually attracted people's attention. Customer engagement behavior is a new topic in marketing, and its connotation is still being explored. The purpose of this paper is to study the relationship between logistics service quality and customer engagement behavior. Research design, data and methodology: This study employed the method of online questionnaire survey, with Chinese e-commerce platform users as the survey objects, 248 valid survey sample data were collected, and the method of factor analysis and structural equation model analysis was used to verify the research hypothesis model constructed in this paper. Results: The four dimensions of e-commerce logistics service quality have different influences on customer satisfaction, and the influence of availability on customer satisfaction is not significant. Convenience, assurance, and security have a significant positive impact on customer satisfaction; Customer satisfaction has a significant positive impact on the three dimensions of customer engagement behavior: customer repeat purchase behavior, online word-of-mouth, and customer referrals. Conclusion: The results of this study will provide useful reference for the managers of e-commerce companies to improve customer engagement behavior by improving the logistics service quality.

• Journal of Distribution Science
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• v.22 no.10
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• pp.65-77
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• 2024

Purpose: This research analyzes consumer behavior by examining how augmented reality virtual try-on features and product information distribution affect consumer satisfaction through enhanced brand experience. The focus is on Maybelline's Shopee Official Account, as implementing these strategies can strengthen customer relationship management by improving the online shopping experience for cosmetic products. Research design, data and methodology: Employing a quantitative method, this study utilized a survey technique distributed to 100 respondents who are followers of Maybelline's Shopee Official Account. The data were analyzed using Structural Equation Modeling (SEM), supported by SmartPLS. Results: This study provides evidence that augmented reality does not significantly affect brand experience or customer happiness. The research findings indicate that while this technology enables customers to test cosmetics digitally, its impact on customer satisfaction is minimal. Augmented reality does not appear to influence consumer behavior, as reflected in customer satisfaction. Conclusions: This research underscores the importance of understanding contextual factors and product characteristics when incorporating augmented reality in marketing to harness its potential benefits and influence consumer behavior. The study focused exclusively on the identified variables and Maybelline's cosmetic products available on the Shopee platform. Further research is required to explore more complex variables.

• Management & Information Systems Review
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• v.30 no.2
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• pp.1-25
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• 2011

In this study, a survey of online coupon user in their 20's and 30's was undertaken to explore how e-coupon attribute, perceived risk affect the intention to continuously use online coupons through mediation of online coupon user satisfaction. Four variables were used as E-coupon attribute variables(economy, amusement, reliability, usefulness) with coupon type and gender being used as moderating variables. The analysis results of relationship between e-coupon attributes, perceived risk and online coupon user satisfaction indicated that amusement, usefulness significantly affected online coupon user satisfaction, and this, in turn, significantly affected the intention to continuously use online coupons. In addition, the test of difference between groups in coupon type and gender, two moderating variables used in this study, found that with respect to coupon type, a moderating effect existed in reliability, usefulness whereas for gender, a moderating effect existed in only reliability. It is considered that this study will provide a credible evidence basis for Internet shopping malls in establishing a coupon promotion strategy including a specific promotional mix best suited to their needs and resources, while implicating that offering highly reliable online coupons will contribute to enhancing satisfaction level among customers using online coupons.

• Journal of Digital Convergence
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• v.18 no.6
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• pp.255-269
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• 2020

This paper aims to analyze the factors influencing consumer's choice of smartphone purchase channel in multichannel environments. Recently, smartphone purchase channels are becoming more complex and diverse. A smartphone with a short purchase cycle is a product applying advanced technology, the research of this topic would be significant. The major findings of this study are as follows. First, depending on the consumer's shopping orientation, the consumer group was classified into three groups of preference 1. Active shopping, 2. Convenient shopping, and 3. Rational shopping. Second, it was analyzed that the consumer's shopping orientation influenced the decisions of the information search channel and the purchase channel. Third, there was a significant difference between the search and purchase channels in the three groups. Finally, in the channel experience, there was a significant difference in price satisfaction by group. The results of these studies are expected to provide practical implications for establishing a customized multi-channel strategy. This study provides a desirable model for research on smartphone purchase channels.

• The Journal of the Korea institute of electronic communication sciences
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• v.16 no.6
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• pp.1231-1238
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• 2021

Recently, large online shopping malls are providing image search services as well as text or category searches. However, in the case of an image search service, there is a problem in that the search service cannot be used in the absence of an image. This paper describes the development of a system that allows users to find the clothes they want through hand-drawn images of the style of clothes when they search for clothes in an online clothing shopping mall. The hand-drawing data drawn by the user increases the accuracy of matching through neural network learning, and enables matching of clothes using various object detection algorithms. This is expected to increase customer satisfaction with online shopping by allowing users to quickly search for clothing they are looking for.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.13 no.1
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• pp.236-246
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• 2012

Hospital out-shopping by local patients has become more popular. In particular, many cancer patients have visited hospitals in the capital area to get better medical services regardless of how far the hospitals are from their home. However this kind of hospital out-shopping may discontinue medical treatment and cause a waste of medical resources including manpower. In addition, it creates additional economic and social expenses such as caretakers' transportation and lodging expenses. It is necessary to study patients who would take the medical treatment in Busan go to Seoul for better medical services are more satisfied based on objective data. For this, a questionnaire survey has been performed against 223 cancer patients who had a surgery in Busan and 187 patents who had an operation in Seoul. According to the survey, the patients who had an operation in the capital area(Group A) were more satisfied than the patients who had a surgery in Busan(Group B) in terms of convenience facilities, doctors' competence. However the Group A was very dissatisfied in terms of accessibility and satisfaction on overall medical services.

• Fashion & Textile Research Journal
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• v.22 no.6
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• pp.762-776
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• 2020

This study tried to investigate the effect of the service quality attributes of the curation on the satisfaction, trust, and intention to continuous use of consumers in that curation services are derived in various forms and being greatly activated, there are not many academic discussions centered on them. Besides, differences between curation services by each service provider were also verified in this study. Data collection was conducted for one month in August 2019, with 373 men and women in their 20s. The results of the study are as follows. First, according to the result of investigating the variables that make effect on user satisfaction of curation service, it was identified that satisfaction has increased when figures of fulfillment, responsiveness, personalization, design, ease of use, and safety were higher. Second, among the variables that influence the reliability of the curation service, trust increases when user satisfaction, design, ease of use, and safety are higher. Third, satisfaction has a positive effect on trust, and both satisfaction and reliability affect the intention to continue use. Fourth, as a result of examining the difference in quality between the curation services divided by Curating subject, it was found that satisfaction, ubiquitous connectivity, and responsive quality were measured higher in the business operator service than in the user curation service.