• Journal of the Korean Society of Clothing and Textiles
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• v.29 no.2
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• pp.328-339
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• 2005

The purpose of this study were to extract and empirically examine the effect variables on phase performance of relationship development process by identifying relationship development process between apparel store and customer. The questionnaires was asministered to 333 women frequency use of a department store, big shopping mall, discount store in Gwang-ju city during March 4-11, 2003. The data was analyzed by factor analysis, correlation analysis, and Structural Equation Model using LISREL 8.30 program. As the results, the perceived service quality with attractive factor of relationship explration phase direct positively influenced customer satisfaction among relationship expansion phases. However, relational benefit directly influenced customer satisfaction with the primary phase of relationship maintain as well as trust, customer commiment and long-term orientation. Also, customer satisfaction direct positively influenced trust, and customer' trust direct positively influenced customer commitment. Finally, the customer commitment direct positively influenced long-term orientation.

• The Journal of Asian Finance, Economics and Business
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• v.9 no.2
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• pp.229-242
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• 2022

Creating a new retailing environment to meet the seamless experience requirements of consumers is a challenge for Omnichannel-related businesses. Based on the "appraisal-emotion-response" chain, the purpose of this research is to explore the psychological mechanism of omnichannel integration influencing customer retention and the moderating effect of customer showrooming experience. This research uses a structural equation model in partial least square software to analyze a two-stage survey (Study 1: n = 210; Study 2: n = 342) conducted in China. The results show that channel control experience has three dimensions: perceived channel attribute familiarity, channel type matching, and cross-channel access convenience; consistent interactive experience has two dimensions: information cross-channel consistency and cross-channel service support. Furthermore, both channel control experience and consistent interactive experience are favorable for customer retention through increased customer satisfaction (transactional and retailer satisfaction). Finally, customer showrooming experience positively moderates the relationship between consistent interactive experience and customer satisfaction. This research proposes a self-regulation process model to explain how omnichannel integration enhances consumers' experience, finally leading to consumer retention. The findings contribute to the omnichannel retail business literature and provide management implications for Asian retailers to implement an omnichannel business strategy.

• Journal of Distribution Science
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• v.21 no.1
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• pp.107-117
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• 2023

Purpose: This study attempted to confirm the mediating effect of brand experience and to travel brand community satisfaction in the relationship between the characteristics of brand community contents and travel product purchase intention. This study also investigated the moderating role of consumer characteristics. Research design, data and methodology: Based on a total of 381 bytes of data, hypothesis verification was conducted using Smart-PLS 3.2.8 statistical package programs. Results: First, the content community travel brand attributes, personal affordability and creativity are a lingering fragrances on the intended consumers ' shopping trip. Second, information provision, interaction, and creativity, which are the characteristics of travel brand community content, influenced consumers' intention to purchase travel products through brand community satisfaction. Third, playfulness, vitality, and creativity, which are the characteristics of travel brand community content, influenced consumers' intention to purchase travel products through double mediation of the experience and community satisfaction of brand. Conclusions: Tourism industry managers should be able to market content by forming their own brand community. It is necessary to create an environment in which tourism industry managers can use social media travel brand community content to give discounts to consumers, provide creative, playful and vivid travel information.

• Journal of Global Scholars of Marketing Science
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• v.7
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• pp.261-281
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• 2001

As a new environment, the Internet proposes to us the innovative change of our life. With difficulty, we can go after the Internet's potentiality and the growth speed of technology. In the new stream of innovation technology, we can probably feel the fear of tremendous changes, the reverse, also hope to get the opportunity that come out of Internet world. EC(Electronic Commerce) that out of the evolution of Internet technology gets a coporation changes to survive in 21st century. So the corporation must set the strategy to fit a Internet focused society. As one of them, a virtual store is opened on the Internet. Recently, there has been much attention to the Internet shopping mall as a new distribution channel and marketing tool. This study analyzed that the system environment, perceived product risk, easy of order, perceived security risk would have impact on the customer satisfaction in Electronic Commerce. The Purpose of this study is to develope the concept of the determinants of customer satisfaction and to test a theoretical framework that attempts to explain how the perception of satisfaction in Electronic Commerce. The proposed hypotheses were tested internet shopping mall users and the study results show all hypotheses are supported.

• Information Systems Review
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• v.12 no.3
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• pp.49-73
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• 2010

The lack of customer satisfaction and trust remains a key barrier to electronic commerce. From the standpoint of online merchants, it is critical to build consumer trust by lessening sources of apprehensions and uneasiness associated with online transactions. This paper explores the relationships between customer satisfaction and intermediary's trustworthiness factors in B2C e-marketplaces. It also aims at examining the effects of consumer characteristics, including propensity to trust and Internet shopping self-efficacy, upon trust and purchase intentions. To meet the research objectives, an empirical study has been conducted by surveying 223 active e-marketplace buyers in Korea. The findings of the present research indicate that customer satisfaction positively affects all the three attributes of trustworthiness (i.e., competence, benevolence, and integrity), and more specifically it has a quite strong association with benevolence. In addition, propensity to trust has no significant influence on trust or purchasing intentions, and only affects benevolence and integrity with no direct effect on competence. Finally, Internet shopping self-efficacy was found to affect both trust and purchasing intentions, suggesting that e-marketplaces seek an online strategy designed to strengthen loyalty for customers with high self-efficacy, while they use a strategy to improve the usability and usefulness of their website to attract customers with low self-efficacy. The paper concludes with implications and directions for future research.

• Journal of the Korean Home Economics Association
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• v.43 no.4 s.206
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• pp.49-63
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• 2005

The Purposes of this study were to segment Chinese consumers by clothing Purchase motive, and then to analyze and compare the clothing purchasing behavior among the segmented groups. The subjects were 655 career women of middle and high class in their 20's and 30's living in Benjing, Shanghai, Shenzhen, and Changchun. A total of 655 questionnaires were analyzed by using frequency, mean, factor analysis, ANOVA, Duncan's multiple range test, cluster analysis, and X^2 _ test. The results were as follows: 1. Chinese consumers were segmented into clothing high-involvement group, fashion pursuing group, practicality pursuing group, and characterless group. 2. The clothing purchase behavior variables such as purchasing motive, using informants, clothing selection standards, store selection standards, purchasing place, satisfaction after purchasing clothes, price of purchase, shopping time, shopping companion, and paying method were significantly different among the 4 segmented groups. 3. The demographic variables such as a city, marriage, total monthly income, and average monthly expenditure on clothing were significantly different among the 4 segmented groups.

• Journal of Korean Society for Quality Management
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• v.33 no.4
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• pp.21-41
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• 2005

This study analyzes the Internet utilization pattern of customer by comprehensively investigating the previous studies on the behavior pattern of customer in terms of Internet business. Based on the analysis, this study develops research framework that supports strategic decision-making for resource allocation in Internet business. Such research framework would be helpful for providing the typology of Internet business model that can be specialized by each industry. As a result of the simulation analysis, it was found that the optimal resource allocation portfolio providing maximum profits to the Internet bookstore involves large-scale investment on delivery service and customer support service which are the key factors for post-purchase customer satisfaction, regardless of the growth pattern or size of Internet bookstore market. Consequently, from the above analysis, the investment ratio of resources for the profit maximization of Internet bookstore was drawn. Conclusively, based on the comprehensive examination of the results, this study provided a framework for dynamic resource allocation decision-making, and proposed a management strategy which allows consumers to shop under more favorable environment, and simultaneously enables the Internet bookstore to accomplish management objectives such as continuous growth and profit maximization.

• The Journal of Information Systems
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• v.18 no.3
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• pp.111-134
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• 2009

Today many owners of Web sites are looking to user's satisfaction survey as a key means of measuring the usability of a Web site. While it is preferred for it simplicity and ease of use, this survey method is not without potential risks. This paper focuses on showing that the existing practice of questionnaire-based usability measurement is subject to human recall errors, and that such flaws can be reduced when the questionnaire survey is followed by the users hands-on experience of the site. An empirical study was conducted, and the results indicate that the above speculation holds true. Even if respondents felt highly confident about their responses on a recall survey, a hands-on experience with a focal Web site increased the extent to which the respondents were satisfied with the shopping mall site. This indicates that a user's perception of the quality of a Web site may be distorted or lost as time goes by. In addition, the findings have shown that the use of the verbal protocol analysis method can reveal critical information that can help track the root causes of Web site usability problems, thereby helping to develop site enhancement strategies. The paper concludes with directions for future research.

• Proceedings of the Korean Society for Emotion and Sensibility Conference
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• 2009.05a
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• pp.177-180
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• 2009

This study investigates the perception of different fabrics by consumers when provided with a video clip with rustling sounds of the fabric. We utilized sportswear products that are currently on the market and evaluated the emotional response of internet shoppers by measuring the physiological and psychological responses. Three kinds of vapor-permeable water-repellent fabric were selected to generate video clips each containing the fabric rustling sound and images of exercise activities wearing the sportswear made of the respective fabric. The new experimental website contained the video clips and was compared with the original website which served as a control. 30 subjects, who had experience to buy clothing online, took part in the physiological and psychological response to the video clip. Electroen-cephalography (EEG) was used to measure the physiological response while the psychological response consisted of evaluating accurate perception of the fabric, satisfaction, and consumer interest. When we offered video clips with fabric's rustling sound on the website, subjects answered they could get more accurate and rapid information to decide to purchase the products than otherwise they do the shopping without such information. However, such rustling sounds somewhat annoy customers, as proved psychological and physiological response. Our study is a critical step in evaluating the consumer's emotional response to sportswear fabric which will promote selling frequency, reduce the return rate and aid development of new sportswear fabric further evolution of the industry.

• Fashion & Textile Research Journal
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• v.12 no.4
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• pp.422-430
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• 2010

Shopping is the activity not only purchasing goods/services but also pursuing the emotional satisfaction. Browsing can be defined as shopping behavior looking around the store without purchasing intention. Through the browsing activity, consumers are able to collect the information and be ready for the possible purchases while marketers have an opportunity to inform consumers of products/ stores/ brands. The more browsing activity, the more stimuli for buying, the more unplanned/ impulse buying. Therefore, this is the time that consumer's browsing activity is getting importance in the area of fashion marketing. The purpose of this study was to examine attracting and hindering factors related to browsing activity especially for purchase of fashion items, using a qualitative research method. An in-depth interview was conducted with 10 female shoppers ranged age 21-50. Included in the questions were consumer's opinions about VMD, convenience, traffic, salesman's attitude, companions, prices, sizes and fitting arrangement. The results of this study provide fashion store managers with the detailed and practical information to draw the consumers in the store.