학위논문(석사)--Graduate School of International Studies Ajou University :국제경영학과,2016. 2
Alternative Abstract
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
