온라인(On-line) 스포츠제품 구매 후 소비자 불평행동에 관한 연구 - SNS활동을 중심으로 -A Study on Consumer Complaints Behavior after Purchasing On-line Sports Products - Focusing on SNS activity -
- Other Titles
- A Study on Consumer Complaints Behavior after Purchasing On-line Sports Products - Focusing on SNS activity -
- Authors
- 양도업; 박세림; 배상우
- Issue Date
- 2020
- Publisher
- 한국사회체육학회
- Keywords
- consumer complaining behavior; sports products; SNS(social network service); on-line
- Citation
- 한국사회체육학회지, no.79, pp.21 - 31
- Indexed
- KCI
- Journal Title
- 한국사회체육학회지
- Number
- 79
- Start Page
- 21
- End Page
- 31
- URI
- https://scholar.korea.ac.kr/handle/2021.sw.korea/130847
- DOI
- 10.51979/KSSLS.2020.01.79.21
- ISSN
- 1229-358X
- Abstract
- Purpose: The purpose of this study is to identify consumer complaining behavior according to the level of SNS participation and purchase type of sports products.
Method: The subjects of this study were 396 people who using SNS. This study used exploratory factor analysis, reliability analysis, frequency analysis, correlation analysis, discriptive statistic, t-test, one-way ANOVA.
Results: First, the factor of direct complaint among consumer complaining behavior did not show statistically significant differences in all demographic characteristics. Second, male groups with higher ages, higher incomes, and higher one-time expenditures are more likely to engage in public-net behavior than those who do not. Third, the SNS high participation / tangible & intangible sports product purchase group showed stronger direct complaint than the SNS low participation / tangible sports product purchase group.
Conclusion: Despite the importance of research on consumer complaining behavior, there is a case where the lack of previous research prevents the company from preemptively responding to consumer dissatisfaction and complaints. Therefore, more in-depth understanding of consumers and the establishment of an efficient management system for complaints should be established.
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Collections - College of Culture and Sports > Sport Business in Division of Global Sport Studies > 1. Journal Articles
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