A Study on the Effects of System and Information Quality of Internet Shopping Malls on Satisfaction and Loyalty

Abstract

Development of information technology activated internet commerce. The forms of commercial trade also became diversified from the traditional marketplace to cyber markets. The market where companies and consumers meet is dividing into on-line market and off-line market, and they supplement and replace each other. Active internet shopping malls became a popular topic. Internet shopping can be useful for young generation or working women because it is convenient, does not have a limit in distance, and restriction of space. Credit is the basis of business ethics. Credit trade is active when there is trust between sellers and consumers. One of the important factors in using the internet shopping malls is trust. It is the law and order that maintains the off-line market, but, it is the security of the system that maintains the cyber market. System security is very important. Off-line market has many convenience facilities such as car park, cutting-edge bathrooms, and playroom for children. Convenience for shopping is also an important factor in the cyber market as well. In the previous studies on the use of internet shopping malls, accessibility, ease of use for payment and purchase, accuracy of advertisement and information, and efficiency of shopping mall browsing were noted as important factors. These factors were used as variables and system quality and information quality as potential variables. This study analyzed the correlation between system and information quality, and the satisfaction of users. The analysis showed that the causal relationship between system quality and satisfaction in the hypothesis 1 is negative. The causal relationship between information quality and satisfaction in hypothesis 2 is negative. The causal relationship between satisfaction and loyalty in hypothesis 3 is very strong. The causal relationship between system quality and information quality in hypothesis 4 is positive. This paper will hopefully be helpful for theoretical research on shopping malls. Keyword: internet shopping mall, system quality, information quality, satisfaction