목차
I. 서론
II. 이론적 배경
1. 전자상거래의 현황
2. 소비자만족의 개념과 측정
1) 소비자만족의 정의
2) 소비자만족의 측정
3. 전자상거래에 대한 소비자의 기대속성
1) 긍정적 기대요인
2) 부정적 기대요인
III. 연구방법
1. 연구문제 및 연구모형
2. 측정도구
3. 조사절차 및 분석방법
IV. 연구결과
1. 소비자의 전자상거래 이용실태
2. 전자상거래에 대한 소비자 기대속성
3. 전자상거래에 대한 소비자만족도
V. 결론 및 제언
참고문헌
II. 이론적 배경
1. 전자상거래의 현황
2. 소비자만족의 개념과 측정
1) 소비자만족의 정의
2) 소비자만족의 측정
3. 전자상거래에 대한 소비자의 기대속성
1) 긍정적 기대요인
2) 부정적 기대요인
III. 연구방법
1. 연구문제 및 연구모형
2. 측정도구
3. 조사절차 및 분석방법
IV. 연구결과
1. 소비자의 전자상거래 이용실태
2. 전자상거래에 대한 소비자 기대속성
3. 전자상거래에 대한 소비자만족도
V. 결론 및 제언
참고문헌
본문내용
on and Complaint Reports. Journal of Marketing Research,
Vol.XX(Feb), 21-28.
Bettman, J. R.(1973), Perceived Risk and Its Components: A Model and Empirical Test.
Journal of Marketing Research, Vol.10(May), pp.184-190.
Carr, Nicholas G.(1999), The Economics of Customer Satisfaction. Harvard Business
Review, March v77 I2 p15(1).
Churchill, JR. Gilbert A. & Carol Surprenant(1982), An Investigation Into the
Determinants of Customer Satisfaction. Journal of Marketing Research,
Vol.XIX(Nov.) 491-504.
Cronin J. J. & Taylor, S. A.(1994), \"SERVPERF versus SERVQUAL : Reconciling
performance-based and perception-minus-expectation measurement of
service quality\". Journal of Marketing, Vol.58(January), pp.128-131.
Fornell, C., Johnson, M. D. & Anderson, E. W.(1996), \"The american customer
satisfaction index : Nature, purpose and findings\". Journal of Marketing.
Vol.60(October), pp.7-18
Hoffman, L. D. and T. P. Novak(1996), Marketing In Hypermedia Computer-Mediated
Environments: Conceptual Foundations. Jounal of Marketing, Vol.60(July),
pp.50-68.
Jupiter.com(1999), 14 Percent Fewer Online Shoppers Say They\'re Satisfied after Holiday
Season. The Weekly Newspaper for the Home Furnishing Network, Feb 1,
p8(1).
Kim, K.O. and H.J. Yoo(1999), A Potential Gap between Housewives Accessing
Cyberspace and Those Not. The Journal of Asian Regional Association For
Home Economics. 6(1): pp10-16.
Licata, Jane W., John Michael Weber & Patricia F. Reed(1998), Satisfaction
surveys:staying on the right of the tracking. Bank Marketing, Dec v30 il2
p26(6).
Oliver, Richard L. & Gerald Linda(1981), Effect of Satisfaction and Its Antecedents on
Consumer Preference and Intention. Advances in Consumer Research, 8,
Kent B. Monrroe; (Ed.). Ann Arbor MI: Association for Consumer
Research, 88-93.
Swan, John E. & I. Frederick Trawick(1981), Disconfirmation of Expectations and
Satisfaction with a Retail Service. Journal of Retailing, Vol. 57(3. Fall).
Swan, John E. & Warren S. Martin(1981), Testing Comparison Level and Predictive
Expectations Models of Satisfaction. Advances in Consumer Research, 8,
Kent B. Monrroe; (Ed.). Ann Arbor MI: Association for Consumer
Research, 77-82.
Tse, David K. & Peter C. Wilton(1988), Models of Consumer Satisfaction Formation: An
Extention. Journal of Marketion Research, Vol.XXV(May), 204-212.
Westbrook, R. A. and R. L. Oliver(1981), Developing Better Measure of Consumer
Satisfaction: Some Preliminary Results. Advances in Condumer Research,
pp.94-99.
Westbrook, R. A. & Michael D. Reilly(1983), Value-Percept Disparity: An Alternative to
the Disconfirmation of Expectations Theory of Consumer Satisfaction.
Advances in Consumer Research, 10. Richard P. Bagozzi and Alice M.
Tybout, (Ed.). Ann Arbor, MI: Association for Consumer Research,
256-261.
Yuksel, Atila & Mike Rimmington(1998), Customer-satisfaction measurement(restaurant
and hospitality industries). Cornell Hotel & Restaurant Administration
Quarterly, Dec v39 I6 p60(1).
Vol.XX(Feb), 21-28.
Bettman, J. R.(1973), Perceived Risk and Its Components: A Model and Empirical Test.
Journal of Marketing Research, Vol.10(May), pp.184-190.
Carr, Nicholas G.(1999), The Economics of Customer Satisfaction. Harvard Business
Review, March v77 I2 p15(1).
Churchill, JR. Gilbert A. & Carol Surprenant(1982), An Investigation Into the
Determinants of Customer Satisfaction. Journal of Marketing Research,
Vol.XIX(Nov.) 491-504.
Cronin J. J. & Taylor, S. A.(1994), \"SERVPERF versus SERVQUAL : Reconciling
performance-based and perception-minus-expectation measurement of
service quality\". Journal of Marketing, Vol.58(January), pp.128-131.
Fornell, C., Johnson, M. D. & Anderson, E. W.(1996), \"The american customer
satisfaction index : Nature, purpose and findings\". Journal of Marketing.
Vol.60(October), pp.7-18
Hoffman, L. D. and T. P. Novak(1996), Marketing In Hypermedia Computer-Mediated
Environments: Conceptual Foundations. Jounal of Marketing, Vol.60(July),
pp.50-68.
Jupiter.com(1999), 14 Percent Fewer Online Shoppers Say They\'re Satisfied after Holiday
Season. The Weekly Newspaper for the Home Furnishing Network, Feb 1,
p8(1).
Kim, K.O. and H.J. Yoo(1999), A Potential Gap between Housewives Accessing
Cyberspace and Those Not. The Journal of Asian Regional Association For
Home Economics. 6(1): pp10-16.
Licata, Jane W., John Michael Weber & Patricia F. Reed(1998), Satisfaction
surveys:staying on the right of the tracking. Bank Marketing, Dec v30 il2
p26(6).
Oliver, Richard L. & Gerald Linda(1981), Effect of Satisfaction and Its Antecedents on
Consumer Preference and Intention. Advances in Consumer Research, 8,
Kent B. Monrroe; (Ed.). Ann Arbor MI: Association for Consumer
Research, 88-93.
Swan, John E. & I. Frederick Trawick(1981), Disconfirmation of Expectations and
Satisfaction with a Retail Service. Journal of Retailing, Vol. 57(3. Fall).
Swan, John E. & Warren S. Martin(1981), Testing Comparison Level and Predictive
Expectations Models of Satisfaction. Advances in Consumer Research, 8,
Kent B. Monrroe; (Ed.). Ann Arbor MI: Association for Consumer
Research, 77-82.
Tse, David K. & Peter C. Wilton(1988), Models of Consumer Satisfaction Formation: An
Extention. Journal of Marketion Research, Vol.XXV(May), 204-212.
Westbrook, R. A. and R. L. Oliver(1981), Developing Better Measure of Consumer
Satisfaction: Some Preliminary Results. Advances in Condumer Research,
pp.94-99.
Westbrook, R. A. & Michael D. Reilly(1983), Value-Percept Disparity: An Alternative to
the Disconfirmation of Expectations Theory of Consumer Satisfaction.
Advances in Consumer Research, 10. Richard P. Bagozzi and Alice M.
Tybout, (Ed.). Ann Arbor, MI: Association for Consumer Research,
256-261.
Yuksel, Atila & Mike Rimmington(1998), Customer-satisfaction measurement(restaurant
and hospitality industries). Cornell Hotel & Restaurant Administration
Quarterly, Dec v39 I6 p60(1).
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