This research analyzes the effect of Internet shopping mall characteristics on customer tangibility, reliability, responsiveness, assurance and empathy. In this study, it subjects to measure the customers who are around 20 to 30 years old. Meanwhile, ...
This research analyzes the effect of Internet shopping mall characteristics on customer tangibility, reliability, responsiveness, assurance and empathy. In this study, it subjects to measure the customers who are around 20 to 30 years old. Meanwhile, all of the them are come form Beijing and Shanghai in China. Based on the existing data and information, hypothesis and research model can be set to fit the goal of this research. For statistical analysis on the model and testing the hypothesis, SPSS and regression are used.
There are totally six hypotheses in this study which aims to test whether six factors influence customer satisfaction respectively.
The first hypothesis is that the image of the Internet shopping mall will have positive effect on customer satisfaction.
The second hypothesis is that the valid information on the Internet shopping mall will have positive effect on customer satisfaction.
The third hypothesis is that the customer expectation will have positive effect on customer satisfaction.
The fourth hypothesis is that the website system quality and website design will have positive effect on customer satisfaction.
The fifth hypothesis is that the customer values will have positive effect on customer satisfaction.
The sixth hypothesis is that the customer satisfaction will have positive effect on customer loyalty.
According to the statistical analysis by using SPSS, there is no doubt that the second, fourth, fifth and sixth hypotheses are true. Thus, we can conclude that the valid information, customer expectation, system quality and customer values all effect the customer satisfaction positively and significantly. What's more, the customer satisfaction also positively effect customer loyalty.
，韩语论文，韩语论文网站 |
