A Study on the Factors Affecting Customer Satisfaction on Online Shopping Mall

• 발행기관: 한국산업경영학회
• 저자명: Kayimov Jasur Kyung Sao Noh Ho Kyun Shin
• 간행물 정보: 『한국산업경영학회 발표논문집』2013년도 동계학술대회 발표논문집, 535~551쪽, 전체 16쪽
• 주제분류: 경제경영 > 경영학
• 파일형태: PDF
• 발행일자: 2013.02.22

영문 초록

Growth of the ICT(Information and Communication Technologies) and the Internet has changed the way of marketing and selling product and service. The Internet is changing the way corporate conduct business with their consumers also. In Uzbekistan the Internet is still considered as a new medium tool between the retailers and the customers, and also retaining customers on online shopping is the most critical issue that is faced by most of the any online shopping stores. That's why the customer satisfaction research is very important issue to the country. This study is conducted based on the factors affecting Customer satisfaction on online shopping. Especially, the study examines the influence the factors like "Promotion", "Service Quality", "Customer Experience", and "Price Fairness" to "Customer Satisfaction". In our study, the result shows, factors are the key determinant of customer satisfaction through online shopping malls. "Promotion" and "Price Fairness" factors are supported in customer satisfaction in Uzbekistan. The result of the analysis shows no positive effect of Service Quality and Customer Experience factors on customer satisfaction.

목차

<요약>

Ⅰ. Introduction

Ⅱ. Previous Study

Ⅲ. Research Methodology

Ⅳ. Empirical Study

Ⅴ. Conclusion

Reference

키워드

Promotion Service Quality Customer experience Price fairness Customer satisfaction Online shopping mall