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전자상거래가 증가하면서 기업들은 제품과 서비스를 판매하기 위해 점차적으로 인터넷에 의지하고 있다. 하지만 이러한 온라인 상거래 시스템의 효과성은 고객과 기업들 사이의 기술 기반 상호작용에 대해 고객들이 느끼는 편안한 정도에 달려있다.


Based on the information system and marketing literature, this study proposes a research model for understanding the influences of quality dimensions(system quality, information quality and service quality) on customer satisfaction and purchase intention. Three system quality variables(design, interactivity and access), two information quality variables (informativeness and security) and three service quality variables(responsiveness, reliability and empathy) are identified as important variables that have an impact on customer satisfaction and purchase. Data from a survey of 405 customers of Chinese Internet Shopping malls are used to test the research model. Confirmatory factor analysis is conducted to test the validity of the measurement model, and the structural model also is analyzed to examine the associations hypothesized in the research model. This study uses LISREL(SIMPLIS) approach to investigate the research model. The results show that design, interactivity, security, reliability and empathy affect customer satisfaction, while access, informativeness and responsiveness have not a statistically significant effect on customer satisfaction. Also all variables affect purchase intention. Overall, system quality, information quality, and service quality are important antecedents of customer satisfaction and purchase intention. Finally, this study suggests the implications of these findings and offer directions for future research.


Based on the information system and marketing literature, this study proposes a research model for understanding the influences of quality dimensions(system quality, information quality and service quality) on customer satisfaction and purchase intention. Three system quality variables(design, interactivity and access), two information quality variables (informativeness and security) and three service quality variables(responsiveness, reliability and empathy) are identified as important variables that have an impact on customer satisfaction and purchase. Data from a survey of 405 customers of Chinese Internet Shopping malls are used to test the research model. Confirmatory factor analysis is conducted to test the validity of the measurement model, and the structural model also is analyzed to examine the associations hypothesized in the research model. This study uses LISREL(SIMPLIS) approach to investigate the research model. The results show that design, interactivity, security, reliability and empathy affect customer satisfaction, while access, informativeness and responsiveness have not a statistically significant effect on customer satisfaction. Also all variables affect purchase intention. Overall, system quality, information quality, and service quality are important antecedents of customer satisfaction and purchase intention. Finally, this study suggests the implications of these findings and offer directions for future research.