The effect of information satisfaction and relational benefit on consumers' online shopping site commitments

被引：58

作者：

Samsung SDS, Korea, Republic of ^{[1
]}

不详 ^{[2
]}

不详 ^{[3
]}

不详 ^{[4
]}

机构：

[1] Office of Manufacturing and Service Consulting, Samsung SDS

[2] Knowledge Management Research Center, Graduate School of Management, Korea Advanced Institute of Science and Technology (KAIST)

来源：

J. Electr. Commer. Organ. | 2006年 / 1卷 / 70-90期

关键词：

Consumer loyalty; Information quality; Internet buyers; Internet shopping;

D O I：

10.4018/jeco.2006010105

中图分类号：

学科分类号：

摘要：

Among the potential determinants of consumers' commitments to online shopping site are information features of the Web site, because online shopping consumers have to base their judgment solely on the product or service information presented on the site. When consumers are satisfied with such information features and perceive clear benefits from their relationships with the site, we can expect them to be more committed to the site. In this study, we investigate the relationship between such determinants and consumers' commitments to an online shopping site. Results of the online survey with 1,278 Korean customers of online bookstores and ticketing services indicate that information satisfaction and relational benefit are highly predictable of consumers' commitments to an online shopping site. In addition, we found that information satisfaction is affected most by product information quality, while relational benefit is strongly related to service information quality. These results seem to reflect the consumers' different perceptual weights to different information contents of the Web sites informing their Web site perceptions. Copyright © 2006, Idea Group Inc.

引用

页码：70 / 90

页数：20

共 60 条

[1]

Aaker D.A., Managing Brand Equity, (1991)

[2]

Alba J., Et al., Interactive home shopping: Consumer, retailer, and manufacturer incentives to participate in electronic marketplaces, Journal of Marketing, 61, pp. 38-53, (1997)

[3]

Andreassen T.W., Lindestad B., Customer loyalty and complex services, International Journal of Service Industry Management, 9, 1, pp. 7-23, (1998)

[4]

Atuahene-Gima K., Li H., Marketing's influence tactics in new product development: A study of high technology firms in China, Journal of Product Innovation Management, 17, pp. 451-470, (2000)

[5]

Bailey J.E., Pearson S.W., Development of a tool for measuring and analyzing computer user satisfaction, Management Science, 29, 5, pp. 530-545, (1983)

[6]

Bakos J.Y., A strategic analysis of electronic marketplaces, MIS Quarterly, 15, 3, pp. 295-310, (1991)

[7]

Bakos J.Y., Reducing buyer search costs: Implications for electronic marketplaces, Management Science, 43, 12, pp. 1676-1692, (1997)

[8]

Baron R.M., Kenny D.A., The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations, Journal of Personality and Social Psychology, 57, 6, pp. 1173-1182, (1986)

[9]

Berry L.L., Relationship marketing of services-growing interest, emerging perspectives, Journal of the Academy of Marketing Science, 23, 4, pp. 236-245, (1995)

[10]

Childers T.L., Carr C.L., Peck J., Carson S., Hedonic and utilitarian motivations for online retail shopping behavior, Journal of Retailing, 77, pp. 511-535, (2001)

← 1 2 3 4 5 6 →