The Effects of Quality Factors on Customer Satisfaction and Behavior Intention in Internet Shopping Malls: Focusing on College Students

Yang, Seung-Kwon; 심재현,

doi:10.17961/jdmr.20.1.201702.65

Cited by 3 publications

(1 citation statement)

References 6 publications

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“…2.1. 품질요인 사용자 중심의 서비스품질 (Yi, 2005)은 "특정 소비자에게 최 대의 만족을 제공하는 상품특성의 최적결합인 이상점의 개념" 으로 정의한다 (Yang & Shim, 2017). 일반적으로 서비스품질은 SERVQUAL (Parasuraman et al, 1985(Parasuraman et al, , 1988)과 수정 SERVQUAL (Parasuraman et al, 1991), 그리고 SERVPERF (Cronin & Taylor, 1992) 등을 사용하고 있다.…”

Section: 이론적 배경unclassified

The Effects of Quality Factors on Customer Satisfaction, Trust and Behavioral Intention in Chicken Restaurants

Kim¹,

Shim²

2019

IJIDB

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Purpose -The purpose of this study is to classify the quality factors of chicken restaurant customers with the service quality based on the SERVQUAL, the quality factors based on the selection attributes and service qualities of chicken restaurants used in the previous studies. Research design, data, and methodology -This survey was carried out on the students of Kangwon University in Samchuk City, Kangwon Province from November 20 -November 30, 2017, and a total of 260 questionnaires were distributed, with 222 collected. Of them, effective questionnaires applied in the final study were a total of 193 except 29 that couldn't be used. Results -The findings of this study are as follows: Firstly, chicken restaurants' quality factors were divided into seven categories like cleanliness, service encounter quality, product quality, aesthetics, overall interior, purchase quality, and convenience. Secondly, it showed that service encounter quality, purchase quality, and cleanliness had a positive impact on customer satisfaction, respectively. Thirdly, it showed that service encounter quality, purchase quality, and cleanliness had a positive impact on trust, respectively. Fourthly, it showed that customer satisfaction had a positive impact on behavioral intention. Additionally, it suggested that customer satisfaction of chicken restaurant consumers had a positive impact on behavioral intention and thereby, higher customer satisfaction leads to higher levels of reuse and recommendation intention. Lastly, after checking the effect relations of trust between customer satisfaction about chicken restaurant and behavioral intention, it was analyzed that customer satisfaction has a positive impact on trust and trust has a positive impact on behavioral intention. On the other hand, it showed that trust have a partially mediating effect in the relations between customer satisfaction and behavioral intention. But, it showed that product quality, aesthetics, overall interior, purchase quality, and convenience did not have a positive impact on customer satisfaction. Conclusions -Chicken restaurant consumers put more priority on friendly and good services of chicken restaurant staff in service encounter and delivery order, rather than on reasonable price and discount systems. Thereby, chicken restaurant marketers need to take factors like service encounter quality, cleanliness into more consideration.

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Section: 이론적 배경unclassified

The Effects of Quality Factors on Customer Satisfaction, Trust and Behavioral Intention in Chicken Restaurants

Kim¹,

Shim²

2019

IJIDB

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The Effects of Service Qualities on Customer Satisfaction, Trust, and Behavioral Intention in Smartphone Shopping Malls

Yang¹,

Shim²

2018

IJIDB

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Purpose -Smartphone shopping malls provide customers with a variety of tangible and intangible services including web sites, web design, use convenience, information for products and shopping and various after services. Accordingly, it is needed to expand and classify service qualities based on the various services provided by smartphone shopping malls, and then analyze path structures of smartphone shopping malls' qualities → customer satisfaction → behavioral intention. The purpose of this study is to categorize the qualities of smartphone shopping mall users based on the e-SERVQUAL by Lee(2002) and the SERVQUAL by Parasuraman et al.(1988Parasuraman et al.( , 2005, the smartphone shopping malls' service qualities based on service quality of smartphone shopping malls used in the previous use studies, and the Website quality factors of service industry and to analyze path structure of smartphone shopping mall's qualities → customer satisfaction → behavioral intention on college students in order to confirm the system of smartphone shopping malls' qualities. Research design, data, and methodology -This study's survey was carried out on the college students of university located in northeastern of Seoul. It was from December 7 -15, 2017, and a total of 240 questionnaires were distributed, with 228 collected. Of them, effective questionnaires used in the final study were a total of 201 except 27 that couldn't be used. In this study, empirical analysis was done with factor analysis, correlation analysis, multiple regression analysis, simple multiple regression analysis and moderating regression analysis by using Statistics Package SPSS18.0. Results -The study results are as follows: First, smartphone shopping malls' qualities were classified into six categories like customer system quality, Web design quality, convenience quality, information-offering quality, service quality, and product quality. Second, it showed that system quality, Web design quality, and information-offering quality had a positive impact on customer satisfaction, respectively. Third, it suggested that quality factors of smartphone shopping mall users had a positive impact on customer satisfaction in the order of quality, information-offering quality, system quality and Web design quality. Finally, it showed that customer service quality, product quality, and convenience quality did not have a positive impact on customer satisfaction. In addition, it said that customer satisfaction of smartphone shopping mall users had a positive impact on behavioral intention and thereby, the higher the customer satisfaction was, the higher the relations between reuse intention and recommendation intention were. Meanwhile, moderating regression analysis showed that trust did not have moderating effect in the relations between customer satisfaction and behavioral intention. The above study revealed that smartphone shopping malls' qualities were classified into six categories and it was possible to generalize after empirical analysis was made in the path structure...

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Effects of perceived risk, community usage motive and price sensitivity of overseas direct purchase consumers on customer satisfaction

Kim¹,

Hwang²

2018

Res. J. Costumec.

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The Effects of Quality Factors on Customer Satisfaction and Behavior Intention in Internet Shopping Malls: Focusing on College Students

Cited by 3 publications

References 6 publications

The Effects of Quality Factors on Customer Satisfaction, Trust and Behavioral Intention in Chicken Restaurants

The Effects of Quality Factors on Customer Satisfaction, Trust and Behavioral Intention in Chicken Restaurants

The Effects of Service Qualities on Customer Satisfaction, Trust, and Behavioral Intention in Smartphone Shopping Malls

Effects of perceived risk, community usage motive and price sensitivity of overseas direct purchase consumers on customer satisfaction

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