인터넷 쇼핑몰에서 차원별 서비스 품질과 관계의 질(고객만족) 미래의도간의 관계

• 영문명: The Study of Dimension of Service Quality of Internet Shopping Mall on Quality of Customer Relationship(Customer Satisfaction) and Relationship of between Future Intention
• 발행기관: 한국통상정보학회
• 저자명: 이덕재(Deok-Jae, Lee) 전동매(Dong-Mei, Quan)
• 간행물 정보: 『통상정보연구』제8권 제2호, 39~62쪽, 전체 24쪽
• 주제분류: 사회과학 > 무역학
• 파일형태: PDF
• 발행일자: 2006.06.30

영문 초록

The purpose of this study were to empirically examine the effect of dimension of service quality of internet shopping mall on quality of customer relationship(customer satisfaction) and Relationship of between Future Intention. This study first extracted environment, general interaction between customer and internet shopping mall, personalized interaction between customer and internet shopping mall, interaction between customers and outcome from service quality of internet shopping mall. Then established study model and hypotheses through the review of the effect of service quality of internet shopping mall on quality of customer relationship. and the effect of customer relationship quality on future intention. The results were as follows: At among of the six hypotheses, four hypotheses were accepted and two hypotheses were rejected First, for the relationship between dimensions of service quality of internet shopping mall and Customers satisfaction, only the environment had not significant influence on Customers satisfaction, other dimensions had significant positive influence on satisfaction. second, for the relationship between quality factors of customer relationship and future intention, only Customers satisfaction had not significant influence on future intention.

목차

Ⅰ. 서론

Ⅱ. 이론적 배경 및 기존연구들

Ⅲ. 연구가설 및 연구모형

Ⅳ. 실증분석

Ⅴ. 결론

참고문헌

Abstract

키워드

internet shopping mall dimension of service quality customer relationship future Intention