EFFECTS OF PRODUCT DELIVERY QUALITY ON ONLINE CROSS-BORDER CUSTOMERS’ SATISFACTION AND REPURCHASE INTENTION IN SOUTH KOREA
- 주제(키워드) E-business , E-commerce , E-marketing , E-retailing , Online Cross-Border Customers , Logistics , Product Delivery , B2C Online Retailing , Return And Replacement Assistance , Customer Satisfaction , Repurchase Intention
- 발행기관 아주대학교
- 지도교수 CHANG, Byeong-Yun
- 발행년도 2016
- 학위수여년월 2016. 2
- 학위명 석사
- 학과 국제대학원 국제경영학과
- 실제URI http://www.dcollection.net/handler/ajou/000000021362
- 본문언어 영어
- 저작권 아주대학교 논문은 저작권에 의해 보호받습니다.
초록/요약
ABSTRACT PURPOSE: The focus of this study is to determine how product delivery quality variables influence online cross-border customers’ satisfaction and repurchase intention in South Korea. APPROACH: SPSS version 21 and SMARTPLS version 3 were used to analyze data collected from 241 respondents. The questionnaires with a 7- point Likert scale were distributed online to Koreans living in South Korea. A structural equation model (SEM) based on expectation-confirmation theory was employed to study how the exogenous variables influence the endogenous variable and the possible mediation effects of customer satisfaction. FINDINGS: The findings indicate that product quality preservation (PQP), communication capabilities (CC), delivery speed (DS), return and replacement assistance (RRA) and protection against loss (PAL) explain 64.6% of variance in customer satisfaction, while customer satisfaction explains 26.3% of variance in repurchase intention. The findings also suggest that all five product delivery quality variables except communication capability have significant positive relationships with customer satisfaction. Furthermore, customer satisfaction relates positively with repurchase intention. KEYWORDS: E-business; E-commerce; E-marketing; E-retailing; Online Cross-Border Customers; Logistics; Product Delivery; B2C Online Retailing; Return And Replacement Assistance; Customer Satisfaction; Repurchase Intention
more목차
CHAPTER 1: INTRODUCTION 1
1.1 Introduction. 1
1.2 Research Objectives 2
1.3 Significance of Study 2
CHAPTER 2: LITERATURE REVIEW 4
2.1 CROSS-BORDER E-COMMERCE IN SOUTH KOREA 4
2.2 REVIEW OF PREVIOUS STUDIES 4
2.3 DEFINITION OF VARIABLES 8
2.3.1 PRODUCT QUALITY PRESERVATION 9
2.3.2 COMMUNICATION CAPABILITY. 9
2.3.3 DELIVERY SPEED 9
2.3.4 RETURN AND REPLACEMENT ASSISTANCE 10
2.3.5 PROTECTION AGAINST LOSS. 10
2.3.6 CUSTOMER SATISFACTION 10
2.3.7 REPURCHASE INTENTION 11
CHAPTER 3: METHODOLOGY. 12
3.1 THEORETICAL BACKGROUNG. 12
3.2 RESEARCH MODEL 12
3.3 HYPOTHESES DEVELOPMENT 14
3.4 MEASUREMENT INSTRUMENT (QUESTIONNAIRE) 17
3.5 DATA COLLECTION. 17
CHAPTER 4: DATA ANALYSIS AND RESULTS . 18
4.1 STATISTICAL SOFTWARE 18
4.2 DESCRIPTIVE STATISTICS. 18
4.3 SMARTPLS PATH ANALYSIS. 20
4.3.1 RELIABILITY 21
4.3.2 VALIDITY 23
4.3.3 R SQUARE. 24
4.3.4 F SQUARE 25
4.3.5 HYPOTHESES TESTING 25
4.3.6 PREDICTIVE RELEVANCE. 30
CHAPTER 5: DISCUSSION. 31
5.1 DISCUSSION 31
5.2 LIMITATION OF THE STUDY 32
CHAPTER 6: CONCLUSION AND RECOMMENDATIONS. 33
6.1 CONCLUSION 33
6.2 RECOMMENDATIONS. 34
REFERENCES. 35
APPENDIX 1: SOURCES OF QUESTIONNAIRE ITEMS 44
APPENDIX 2: QUESTIONNAIRE IN ENGLISH LANGUAGE. 44
APPENDIX 3: QUESTIONNAIRE IN KOREAN LANGUAGE. 47
