Journal of Korean Society of Industrial and Systems Engineering (산업경영시스템학회지)

Society of Korea Industrial and System Engineering (한국산업경영시스템학회)
권호 표지

The Effect of Service Quality on Customer Satisfaction in Social Commerce Market

소셜커머스 서비스 품질이 고객만족에 미치는 영향

  • Choi, Young-Keun (Dept. of Business Administration, Konkuk University) ;
  • Lee, Moon-Su (School of Industrial Management, Korea University of Technology and Education) ;
  • Kim, Sun-Hong (Dept. of Venture Technology and Management, Konkuk University)
  • 최영근 (건국대학교 사회과학대학 경영학과) ;
  • 이문수 (한국기술교육대학교 산업경영학부) ;
  • 김선홍 (건국대학교 벤처기술학과)
  • Received : 2012.04.05
  • Accepted : 2012.07.12
  • Published : 2012.09.30
Download PDF
⟨ Previous Next ⟩

Abstract

Recently, 'Social Commerce' has shown such a rapid growth along with the development of social media such as 'Twitter' and 'Facebook.' Yet, with the quantitative growth, some problems regarding consumer dissatisfaction has constantly occurred. It is essential for the enterprises to study and reflect a customer satisfaction about goods and service they provide regarding the characteristic of the social commerce scientifically and actively. So, this study measures service quality of social commerce market using SERVQUAL model which was established by Parasuraman (1985). The impact on customer satisfaction was analysed using multiple regression analysis. As a result of the analysis, we found that the tangibility and empathy are important factors for service quality in the social commerce market.

Keywords

References

  1. 권혁인, 김만진, 박지혜, 이지애; "소셜커머스 품질평가에 관한 연구 : 정보시스템 품질특성과 개인 특성을 중심으로", 한국정보기술학회, 한국정보기술학회지, 9(8) : 229-237, 2011.
  2. 김선홍; "소셜커머스 시장의 품질만족에 대한 실증 연구", 석사학위논문, 건국대학교, 2012.
  3. 김영택, 오종철; "패밀리 레스토랑의 대기 서비스 관리가 지각된 대기시간 및 서비스 품질 평가에 미치는 영향", 대한경영학회, 23(1) : 23-40, 2010.
  4. 김윤화; "소셜커머스 시장현황 및 정책이슈" 방송통신정책, 정보통신정책연구원, 23(11), 2011.
  5. 김진평; "소셜쇼핑의 특성에 따른 지각된 가치가 구매 의도에 미치는 영향 : 지각된 위험의 조절적 영향을 중심으로", 석사학위논문, 건국대학교, 2011.
  6. 송균석, 남윤형, 권혁찬; "중소기업지원정책 품질에 대한 수혜자 만족도 분석 : 서브퀄(SERVQUAL) 요인을 중심으로", 중소기업연구, 29(2) : 271-293, 2007.
  7. 송오식; "소셜커머스의 법률관계", 한국 재산법 연구학회, 재산법연구, 28(2) : 201-234, 2011.
  8. 이은민; "소셜커머스 글로벌 사업자 동향", 정보통신정책연구, 정보통신정책연구원, 23, 2011.
  9. 임지연, 김이준; "PMI-IR을 이용한 국내 소셜커머스 상품평가", 한국정보과학회, 한국정보과학회 2011한국컴퓨터 학술발표논문집, 38(1), 2011.
  10. Cardozo, R. N.; "An experimental study of customer effort, expectation, and satisfaction," Journal of marketing Research, 2(3) : 244-259, 1965. https://doi.org/10.2307/3150182
  11. Cronin, J. Joseph, Jr. and Steven A. Taylor; "Measuring Service Quality : A Reexamination and Extension," Journal of Marketing, 56(3) : 55-68, 1992. https://doi.org/10.2307/1252296
  12. Gronroos, G.; "A Service-oriented Approach to Marketing of Service," European Journal of Marketing, 12 : 36-44, 1984.
  13. Lehtinen, J. R.; Customer Oriented Service System, Service Management Institute, Helsinki, Finland, 1983.
  14. Lewis and Brooms; "The Marketing of Service Quality," Emerging Perspectives on Service Marketing, eds. Berry, L., Shostack, G., and Upah, G., AMA, Chicago, 99-107, 1983.
  15. Parasuraman, A., Zeithaml, V. A., and Berry L. L.; "Refinement and reassessment of the SERVEQUAL scale," Journal of Retail, 67(4) : 420-250, 1991.
  16. Parasuraman, A., Zeithaml, V. A., and Berry L. L.; "A Conceptual Model of Service Quality and Its Implications for Future Research," Journal of Marketing, 49 : 41-50, 1985.