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학술연구/단체지원/교육 등 연구자 활동을 지속하도록 DBpia가 지원하고 있어요.
커뮤니티
연구자들이 자신의 연구와 전문성을 널리 알리고, 새로운 협력의 기회를 만들 수 있는 네트워킹 공간이에요.
논문 기본 정보
- 자료유형
- 학술저널
- 저자정보
- 발행연도
- 2016.7
- 수록면
- 63 - 93 (31page)
- DOI
- 10.15830/amj.2016.18.2.63
이용수
초록· 키워드
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As one of the most popular forms of electronic commerce, cross-border e-commerce provides numerous consumer benefits, such as broad and deep product assortments at low prices. However, consumers tend to exhibit high involvement in cross-border e-commerce purchases due to high risks associated with such purchases.
The paper focuses on identifying causal relationships between e-commerce website traits (i.e., website trustworthiness, interactivity and convenience) and consumer satisfaction and along with loyalty. We proposed a reflective–reflective hierarchical model (first-order reflective and second-order reflective model) and used the Partial Least Square Analysis Statistical method to test the hypotheses.
The results demonstrated that website trustworthiness, convenience and interactivity were all positively related to consumer satisfaction. Also, higher satisfaction led to stronger customer loyalty, which may well increase revisit intentions. We also compared the strength of each path from a website trait to satisfaction. Results illustrated that the path from website convenience to satisfaction is the strongest among the three website traits.
In addition, we separately examined differences within Korean group and Chinese group. No statistically significant difference among website traits was found within Korean group. However, within Chinese group, we found that website convenience is the most important predictor of satisfaction. This indicates that Chinese consumers are more concerned about the website convenience than interactivity and trustworthiness when they make cross-border e-commerce purchases.
Moreover, this study investigated possible differences between Korean and Chinese group. We used multi-group analysis of Smart PLS 3.0 to test the results. It was shown that the two groups do not display statistically significant difference in trustworthiness, interactivity, or convenience in influencing customer satisfaction.
Finally, we presented further implications which are useful for understanding of the proposed model. Limitations and improvements of this research were presented, too.
The paper focuses on identifying causal relationships between e-commerce website traits (i.e., website trustworthiness, interactivity and convenience) and consumer satisfaction and along with loyalty. We proposed a reflective–reflective hierarchical model (first-order reflective and second-order reflective model) and used the Partial Least Square Analysis Statistical method to test the hypotheses.
The results demonstrated that website trustworthiness, convenience and interactivity were all positively related to consumer satisfaction. Also, higher satisfaction led to stronger customer loyalty, which may well increase revisit intentions. We also compared the strength of each path from a website trait to satisfaction. Results illustrated that the path from website convenience to satisfaction is the strongest among the three website traits.
In addition, we separately examined differences within Korean group and Chinese group. No statistically significant difference among website traits was found within Korean group. However, within Chinese group, we found that website convenience is the most important predictor of satisfaction. This indicates that Chinese consumers are more concerned about the website convenience than interactivity and trustworthiness when they make cross-border e-commerce purchases.
Moreover, this study investigated possible differences between Korean and Chinese group. We used multi-group analysis of Smart PLS 3.0 to test the results. It was shown that the two groups do not display statistically significant difference in trustworthiness, interactivity, or convenience in influencing customer satisfaction.
Finally, we presented further implications which are useful for understanding of the proposed model. Limitations and improvements of this research were presented, too.
목차
Ⅰ. Introduction
Ⅱ. Theoretical Background
Ⅲ. Hypothesis Development
Ⅳ. Research Method
Ⅴ. Results and Findings
Ⅵ. Conclusion
References
참고문헌 (109)
참고문헌 신청
[학술지(정기간행물)] - Ahmad, Sohel / 2002 / Service Failures and Customer Defection : a Closer Look at Online Shopping Experiences / Managing Service Quality 12 (1) : 19 ~ 29
[학술지(정기간행물)] - Ahn, Tony / 2007 / The Impact of Web Quality and Playfulness on User Acceptance of Online Retailing / Information & Management 44 (3) : 263 ~ 275
[학술지(정기간행물)] - Alba, Joseph / 1997 / Interactive Home shopping: Consumer, Retailer., Manufacturer and Incentives to Participate in Electronic Marketplaces / Journal of Marketing 61 (3) : 38 ~ 53
[학술지(정기간행물)] - Anderson, Eugene W. / 1993 / The Antecedents and Consequences of Customer Satisfaction for Firms / anagement Science 12 (2) : 125 ~ 143
[학술지(정기간행물)] - Anderson, Eugene W. / 1994 / Customer Satisfaction, Market Share, and Profitability: Findings from Sweden / Journal of Marketing 58 (3) : 53 ~ 66
[학술지(정기간행물)] - Ahn, Tony / 2007 / The Impact of Web Quality and Playfulness on User Acceptance of Online Retailing / Information & Management 44 (3) : 263 ~ 275
[학술지(정기간행물)] - Alba, Joseph / 1997 / Interactive Home shopping: Consumer, Retailer., Manufacturer and Incentives to Participate in Electronic Marketplaces / Journal of Marketing 61 (3) : 38 ~ 53
[학술지(정기간행물)] - Anderson, Eugene W. / 1993 / The Antecedents and Consequences of Customer Satisfaction for Firms / anagement Science 12 (2) : 125 ~ 143
[학술지(정기간행물)] - Anderson, Eugene W. / 1994 / Customer Satisfaction, Market Share, and Profitability: Findings from Sweden / Journal of Marketing 58 (3) : 53 ~ 66
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UCI(KEPA) : I410-ECN-0101-2017-324-001000400