인터넷 쇼핑몰의 품질이 고객 e-로열티에 미치는 영향

The purpose of this study is to reconstruct the IS success model published in 1992 by Delone & McLean while recognizing the necessity of developing a new form of appreciation model for customers with quality measurement of the Internet shopping malls which needs multi-dimensional analysis. The specific purposes of this paper can be described as follows; First, on the basis of the existing studies, after classifying the quality of the Internet shopping mall into system quality, information one and service one, and deciding the component items of each quality, to ascertain whether or not these three quality factors determine the quality of the Internet shopping mall. Second, to look about how these quality factors have influenced on use degree of the Internet shopping mall and user satisfaction, and again how these use degree and a user satisfaction have influenced on e-Loyalty. The result shows that the quality of the Internet shopping mall had a significant effect on the user satisfaction, and use degree and user satisfaction had a significant effect on e-Loyalty. Implications of this study include the following: the researcher would like to look into what is the factors determining the quality of the Internet shopping mall, and into how these factors have influenced on e-Loyalty of customers in the long run. They might be used as means for firms to obtain a competitive advantage.