英文摘要 |
Internet shopping can be viewed as a new way of value creation and provision. It can offer new and different value to customers compared to conventional methods. Thus, customer value plays an important role in the success of the Internet business. The purpose of this study is to investigate the customer value of the Internet business. A model for online customer value is proposed. This study suggests that four broad customer values—functional value, emotional value, social value, and Internet value—affect relationship quality between customer and seller. The survey instrument was distributed to the Internet shoppers from three kinds of sources. Three hundred forty-nine questionnaires were distributed and two hundred thirty-two questionnaires were responded. The valid response rate is 66.5%. Results indicate that all four broad customer values are significant predictors in terms of improving customer relationship quality. The functional value is the fundamental customer value while the emotional and Internet values have the most powerful impact on relationship quality. Customer perceived security and privacy value as the most significant but the least provided value. Results also show that while the new customers focus on the emotional and social values, the experienced customers consider all the customer values are essential for relationship maintenance. The male customers highly regard functional values and the female customers view emotional values as the key. The study suggests that organization should take account of differences among customers when managing customer value. The results of the study enable an organization to understand the roles of customer value on Internet relationship maintenance and to develop Internet strategy effectively. The study will definitely serve as a basis for further research on related topics. |