The Effects of the Delivery Service Quality of Online Fresh Food Shopping Malls on E-Satisfaction and Repurchase Intention of Online Customers

• 발행기관: 동아시아경상학회
• 저자명: Jong-Kook Shin Sang-Youn Lee
• 간행물 정보: 『East Asian Journal of Business Economics』Vol.6 No.2, 14~27쪽, 전체 14쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2018.06.30

영문 초록

Purpose - The purpose of this study is to analyze the effect of ‘delivery service quality’ of online fresh food shopping malls on ‘e-satisfaction’ and ‘repurchase intention’ of online customers. Research design, data, and methodology – To demonstrate the relationship between the delivery service quality of online fresh food shopping mall and the e-customer satisfaction and repurchase intention, the research model was designed with 5 sub-factors (promptness, accuracy, economy, safety, information) based on the contents of previous studies. The data collection is conducted with sampling survey. The participants are customers who have visited, purchased and received their orders within the last 6 months in online fresh food shopping malls. This study analyzed collected data, then confirmed and finalized the hypothesis by using IBM SPSS Statistics 21.0 statistical program. Results – Hypothesis 1: The service quality of online fresh food shopping mall will have a statistically significant effect on online customers e-customer satisfaction. Hypothesis 2: The service quality of online fresh food shopping mall will affect the repurchase intention of online customers. Hypothesis 3: The e-customer satisfaction of online fresh food shopping mall will have a statistically significant effect on repurchase intention. Among the 5 sub-factors (promptness, accuracy, economy, safety, information) of delivery service quality, three factors such as promptness, accuracy, and safety have stronger influence on e-satisfaction and repurchase intention of online customers. Conclusions – This study has proven the feasibility and viability of the hypotheses that 1) The excellent delivery service quality of an online fresh food shopping mall primarily affects e-customer satisfaction; and that 2) Ecustomer satisfaction will secondarily serve to improve repurchase intention.

목차

1. Introduction

2. Theoretical Framework

3. Research Method

4. Results

5. Conclusion

키워드

Online Fresh Food Shopping Delivery Service Qu ality E-customer Satisfaction Repurchase Intention Online Customers