Influence of Online Information Quality and Website Design on User Shopping Loyalty in the Context of E-Commerce Shopping Malls in Korea

An exponential growth in the usage of the internet and e-commerce has led to the creation of many e-commerce retail malls. In addition to promotional schemes and prices, these e-commerce retailers use online information quality and website design to differentiate themselves from other retail players. Therefore, the objective of this research is to investigate how e-commerce information quality (information trust and information accuracy) and website design influence customer satisfaction, and how customer satisfaction subsequently influences user shopping loyalty in South Korea. Using an online survey, data were obtained from 600 users of e-commerce shopping malls in Korea. Results from structural equation modeling showed that information trust, information accuracy and website design had a positive influence on customer satisfaction, which subsequently led to user shopping loyalty. This paper has useful implications for e-commerce retail malls. One important implication is that e-commerce retailers must endeavor to provide trustworthy information, accurate information and a comfortable website design to attract and retain customers.

Automated summary

With the rapid growth of the internet and e-commerce, many e-commerce retail malls have emerged. These retailers differentiate themselves through online information quality and website design in addition to promotional schemes and prices. This study investigates the impacts of e-commerce information quality and website design on customer satisfaction in South Korea, and how customer satisfaction subsequently affects shopping loyalty. Data from 600 users of e-commerce shopping malls in Korea were collected through an online survey. Structural equation modeling results showed that information trust, information accuracy, and website design positively influenced customer satisfaction, which in turn led to user shopping loyalty. This paper has important implications for e-commerce retail malls, suggesting the need to provide trustworthy information, accurate information, and a comfortable website design to attract and retain customers.