온라인 쇼핑몰 구매환경에서 온라인 서비스 품질, 만족과 신뢰가 온라인 고객충성도에 미치는 영향에 관한 연구
DC Field | Value | Language |
---|---|---|
dc.contributor.author | 김혜란 | - |
dc.date.available | 2021-03-17T11:42:09Z | - |
dc.date.created | 2020-07-06 | - |
dc.date.issued | 2015 | - |
dc.identifier.issn | 2384-0137 | - |
dc.identifier.uri | https://scholarworks.bwise.kr/hongik/handle/2020.sw.hongik/13876 | - |
dc.description.abstract | Purpose: This study examines the relationships among e-service quality, e-trust, e-satisfaction and e-loyalty and their effects each other in online shopping malls. It is to in depth explain how to build customer loyalty and keep long-term relationships between online customers and online service providers and to provide strategic implications. Research design, data, and methodology: The current study reviewed literature related to e-service quality, e-trust, e-satisfaction and e-loyalty in order to develope a research model and hypotheses. The measurement items from the previous studies were derived to measure the four factors and web-based questionnaire was used to collect data, which was followed by statistical analyses to test hypotheses. Results: The statistical analyses presented relationships between the four factors and the effects of e-service quality, e-trust, and e-satisfaction on e-loyalty. In particular, the role of e-satisfaction and e-trust was found as a mediating variable of the relationship of e-service quality on e-loyalty. Conclusions: All the hypotheses developed in the study were supported. This study reveals interesting implications in the mediating role of e-trust and the effect of e-service quality on the three factors to build the long-term relationship with customers in a retailing industry and the online context. As well, this work provides managers a diagnostic indicator to manage their online channel and formulate successful online marketing strategies. | - |
dc.language | 영어 | - |
dc.language.iso | en | - |
dc.publisher | 한국유통경영학회 | - |
dc.title | 온라인 쇼핑몰 구매환경에서 온라인 서비스 품질, 만족과 신뢰가 온라인 고객충성도에 미치는 영향에 관한 연구 | - |
dc.title.alternative | The Effects of e-Service Quality, e-Satisfaction and e-Trust on e-Loyalty in Online Shopping Malls | - |
dc.type | Article | - |
dc.contributor.affiliatedAuthor | 김혜란 | - |
dc.identifier.doi | 10.17961/jdmr.18.6.201512.5 | - |
dc.identifier.bibliographicCitation | 유통경영학회지, v.18, no.6, pp.5 - 17 | - |
dc.relation.isPartOf | 유통경영학회지 | - |
dc.citation.title | 유통경영학회지 | - |
dc.citation.volume | 18 | - |
dc.citation.number | 6 | - |
dc.citation.startPage | 5 | - |
dc.citation.endPage | 17 | - |
dc.type.rims | ART | - |
dc.identifier.kciid | ART002070846 | - |
dc.description.journalClass | 2 | - |
dc.description.journalRegisteredClass | kci | - |
dc.subject.keywordAuthor | e-service quality | - |
dc.subject.keywordAuthor | e-trust | - |
dc.subject.keywordAuthor | e-satisfaction | - |
dc.subject.keywordAuthor | e-loyalty | - |
Items in ScholarWorks are protected by copyright, with all rights reserved, unless otherwise indicated.
94, Wausan-ro, Mapo-gu, Seoul, 04066, Korea02-320-1314
COPYRIGHT 2020 HONGIK UNIVERSITY. ALL RIGHTS RESERVED.
Certain data included herein are derived from the © Web of Science of Clarivate Analytics. All rights reserved.
You may not copy or re-distribute this material in whole or in part without the prior written consent of Clarivate Analytics.