Earticle

초록

영어

Based on the information system and marketing literature, this study proposes a research model for understanding the influences of quality dimensions(system quality, information quality and service quality) on customer satisfaction and purchase intention. Three system quality variables(design, interactivity and access), two information quality variables (informativeness and security) and three service quality variables(responsiveness, reliability and empathy) are identified as important variables that have an impact on customer satisfaction and purchase. Data from a survey of 405 customers of Chinese Internet Shopping malls are used to test the research model. Confirmatory factor analysis is conducted to test the validity of the measurement model, and the structural model also is analyzed to examine the associations hypothesized in the research model. This study uses LISREL(SIMPLIS) approach to investigate the research model. The results show that design, interactivity, security, reliability and empathy affect customer satisfaction, while access, informativeness and responsiveness have not a statistically significant effect on customer satisfaction. Also all variables affect purchase intention. Overall, system quality, information quality, and service quality are important antecedents of customer satisfaction and purchase intention. Finally, this study suggests the implications of these findings and offer directions for future research.

한국어

전자상거래가 증가하면서 기업들은 제품과 서비스를 판매하기 위해 점차적으로 인터넷에 의지하고 있다. 하지만 이러한 온라인 상거래 시스템의 효과성은 고객과 기업들 사이의 기술 기반 상호작용에 대해 고객들이 느끼는 편안한 정도에 달려있다.

목차

I. 서론
 II. 이론적 고찰 및 가설설정
 III. 연구방법
 IV. 분석결과 및 가설검증
 V. 결론
 〈참고문헌〉
 Abstract

키워드

저자

• 전외술 [ Oi- Sul Jeon | 창원대학교 국제무역학부 교수 ] 주저자
• 박성규 [ Sung-Kyu Park | 영남대학교 시간강사 ] 교신저자

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  생산성연구: 국제융합학술지 [Productivity Research: An International Interdisciplinary Journal]

• 간기

  격월간

• pISSN

  1225-3553

• 수록기간

  1987~2025

• 등재여부

  KCI 등재

• 십진분류

  KDC 325 DDC 330