Service Failure, Service Recovery Activity and Satisfaction with Online Shopping Channel of Apparel Products

온라인 의류쇼핑에서 서비스 실패 경험 후 쇼핑채널의 회복노력에 따른 채널만족도

  • 강은정 (한양대학교 생활과학대학 의류학과) ;
  • 이규혜 (한양대학교 생활과학대학 의류학과)
  • Received : 2012.12.11
  • Accepted : 2013.02.20
  • Published : 2013.02.28


Unexpected consumer dissatisfaction emerges through rapid growth and expansion of on-line shopping channel. This research focused on the fashion online retail channels' negative aspect caused by service failure which possibly disappointed consumers. We also tried to seek for appropriate service recovery types based on frequently offered recovery types on-line. Data from college students were analyzed. Results indicate that fitting problem, insufficient information, product defect, inventory problem and slow delivery were the main service failure types in apparel e-shopping. Regression analysis identified that among these types, insufficient information, product defect, and slow delivery had significant influence on channel satisfaction after post recovery effort. Results also confirmed significant relationships between channel satisfaction and channel switching. Consumers perceived benefit level causes overall channel satisfaction level to rise while perceived risk leads to lower level of channel satisfaction. Choosing desirable service recovery activities in each service failure situations is necessary in order to raise consumer's channel satisfaction in online apparel shopping.