신선육 온라인쇼핑몰의 서비스품질이 고객 행동에 미치는 영향
Effect of Service Quality on Customer Behavior during Online Fresh-Meat Shopping
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초록
연구목적: 본 연구는 소비자들이 어떠한 선행요인을 통해 신선육 온라인쇼핑몰에 대한 만족을 느끼고 구매 행동을 하는 것인지에 대한 조사목적으로 수행되었다. 구체적으로는 온라인쇼핑몰의 서비스품질을 정보 품질, 제품의 다양성, 배송 품질로 구분하여 고객만족과 재구매 의도에 미치는 영향을 분석하였다. 논문구성/논리: 온라인쇼핑에 대한 선행연구를 기반으로 연구모형에 대한 타당성을 확인하고 세부 가설을 설정하였다. 국내에서 신선육을 온라인을 통해 구매한 경험이 있는 고객들을 대상으로 한 설문자료를 바탕으로 실증분석을 수행하였다. 선행연구를 토대로 온라인쇼핑몰 서비스품질의 차원을 구성하였으며 경로모형을 통해 고객만족의 매개효과를 분석하였다. 결과: 분석결과는 배송품질과 제품 다양성이 고객 만족에 유의한 영향을 미치는 요인으로 나타났고, 이 두 요인은 재구매 의도에 간접적인 영향을 미친다는 것을 확인하였다. 또한, 본 연구에서 제시한 세 가지 온라인쇼핑몰 품질요인은 모두 재구매 의도에 직접적인 영향을 미치지 않는 것으로 나타났다. 독창성/가치: 분석 결과를 바탕으로 온라인쇼핑몰 서비스품질 관련 연구에 대한 정보 품질, 제품 다양성, 배송 품질에 대한 이론적 토대를 쌓는데 기여하였고, 치열해져 가는 온라인 신선육 쇼핑 업체들이 소비자에게 선택을 받기 위해 실행할 수 있는 실무적 방안에 대한 시사점을 제시하였다.
Abstract
Purpose: This study investigated the antecedent factors that satisfy consumers during online fresh-meat shopping and their purchasing behavior. Specifically, the effect on customer satisfaction and repurchase intention was analyzed by dividing the service quality of online fresh-meat shopping malls into three factors: information quality, product diversity, and delivery quality. Composition/Logic: Based on online shopping literature, the validity of the research model was confirmed and detailed hypotheses were established. An empirical analysis was performed based on survey data targeting customers who had purchased fresh meat online in South Korea. Based on previous studies, the dimension of online shopping mall service quality was constructed, and the mediating effect of customer satisfaction was performed through path analysis. Findings: The results showed that delivery quality and product diversity were factors that significantly affected customer satisfaction, and these two factors indirectly affected repurchase intention. None of the three online shopping mall quality factors investigated had a direct effect on repurchase intention. Originality/Value: The results contribute to building a theoretical foundation for information quality, product diversity, and delivery quality for online shopping mall service quality research and provide practical implications for the enhancement of consumer choice for online fresh-meat shopping companies.
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