중국의 인터넷 쇼핑몰 품질이 고객 만족 및 재구매 의향에 미치는 영향

• 발행기관: 강원대학교 경영경제연구소
• 저자명: 장우몽(Yu Meng Zhang) 김명수(Myoung Soo Kim)
• 간행물 정보: 『아태비즈니스연구』제10권 제1호, 105~116쪽, 전체 12쪽
• 주제분류: 인문학 > 문학
• 파일형태: PDF
• 발행일자: 2019.03.30

영문 초록

In this study, there are two research objectives. First, we identified the impact of service quality on customer satisfaction and intention to repurchase in the Internet shopping mall. Second, we tried to analyze the mediating effects of the customer satisfaction on the relationship between service quality and intention to repurchase. Based on past research and theoretical discussions, we developed a research model in terms of service quality and intention to repurchase in the Internet shopping mall. In order to verify our research model, we analyzed 492 survey data of consumers who had experiences in the Internet shopping mall in China. We found that sub-factors of the service quality in the Internet shopping mall have positive effects on customer satisfaction and repurchase intention through the survey data analysis. Among the five factors of service quality in the Internet shopping mall, except assurance, the positive effects of tangibility, responsiveness, empathy and reliability on repurchase intention are statistically significant. In addition, we found mediating effects of customer satisfaction in the Internet shopping mall on the relationship between service quality and intention to repurchase.

목차

Ⅰ. 서론

Ⅱ. 문헌 연구

Ⅲ. 연구 모형 및 가설

Ⅳ. 자료 수집

Ⅴ. 가설 검정

Ⅵ. 결론 및 시사점

References

키워드

Internet Shopping Mall Service Quality Customer Satisfaction Repurchase Intention