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Research Article

Determinants of Customer Satisfaction and Post-Purchase Behavior in Group-Buying Social Commerce

Shin, Gijong1 · Ko, Ilsang1 · Choi, Sujeong1

1 Chonnam National University

Published: January 2017 · Vol. 46, No. 2 · pp. 527-559

DOI: https://doi.org/10.17287/kmr.2017.46.2.527

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Abstract

This research conceptualized consumer values pursued while using group-buy social commerce into four types: utilitarian value, hedonic value, social value, and commercial value. We classified trust dimension in two types, site trust and seller trust, and also tried to analyze the effects of two trust types on customer satisfaction. We attempted to analyze the occurrence of trust transfer, whether site trust has influence on seller trust. We also analyzed the effects of scarcity message and location-based message on customer satisfaction. We analyzed whether the customer satisfaction of social commerce affect word-to-mouth intention and repurchase intention after the purchase. The results show that utilitarian and commercial value influence positively on customer satisfaction. Two trust dimension, site trust and seller trust, also increased customer satisfaction. Customer satisfaction had a positive effect on word-to-mouth intention and repurchase intention. Location-based message has a positive effect on customer satisfaction of service, but the effect of scarcity message on the satisfaction is not valid.
Keywords: 공동구매형 소셜커머스소셜커머스 사이트 신뢰판매자 신뢰메시지 희소성지역기반 제공성구전효과재구매의도