An Expanded Website Quality Model in Online Shopping Malls for Developing Satisfaction and Loyalty: The Moderating Effect of Gender

• 영문명: An Expanded Website Quality Model in Online Shopping Malls for Developing Satisfaction and Loyalty: The Moderating Effect of Gender
• 발행기관: 한국유통과학회
• 저자명: Sang Min KIM JIAQI Tian Yong-Ki LEE
• 간행물 정보: 『유통과학연구(JDS)』제22권 제5호, 93~104쪽, 전체 12쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2024.05.30

영문 초록

Purpose: This study used the SOR model (or cue utilization theory) to examine the impact of expanded quality factors including product quality on customer satisfaction, attitude, and behavioral loyalty. This study examined the moderating effect of gender on the customer satisfaction-attitudinal and behavioral loyalty relationship. Research design, data, and methodology: 364 respondents were collected through an online survey and analyzed using the SmartPLS 4.0 program. Results: The findings show that product quality, along with system quality and service quality, are key determinants of customer satisfaction. In addition, this study shows that the relationship between customer satisfaction and attitudinal loyalty (repurchase and word-of-mouth intention) does not differ depending on gender, but the relationship between customer satisfaction and behavioral loyalty (share-of-visit and share-of-wallet) is stronger for women than for men. Conclusions: This research integrates concepts from environmental psychology and marketing focusing on website quality (information, system, service, and product), as well as satisfaction, attitudinal and behavioral loyalty. Online shopping mall practitioners must systematically analyze and assess the quality of online shopping, a pivotal factor driving customer satisfaction, attitude, and behavioral loyalty. Acknowledging the influence of gender on consumers' online purchasing behavior can aid online retailers in devising tailored e-commerce marketing strategies aimed at attracting and retaining customers.

목차

1. Introduction

2. Literature Review

3. Research Methods and Materials

4. Data Analysis

5. Conclusions

References

키워드

Online Shopping Mall Website Quality Product Quality SOR Theory Behavioral Loyalty Share-of-Wallet Share-of-Visit