@article{ART003335289},
author={Ji-sang Lee and Yun-Hee Jung and Hyeon-Suk Park},
title={The Relationship between Post-use E-Service Quality and Consumer Trust through the Mediating Paths of Brand Image and Customer Experience: The Moderating Effects of Income and Usage Frequency},
journal={Industry Promotion Research},
issn={2466-1139},
year={2026},
volume={11},
number={2},
pages={1-19},
doi={10.21186/IPR.2026.11.2.001}
TY - JOUR
AU - Ji-sang Lee
AU - Yun-Hee Jung
AU - Hyeon-Suk Park
TI - The Relationship between Post-use E-Service Quality and Consumer Trust through the Mediating Paths of Brand Image and Customer Experience: The Moderating Effects of Income and Usage Frequency
JO - Industry Promotion Research
PY - 2026
VL - 11
IS - 2
PB - Industrial Promotion Institute
SP - 1
EP - 19
SN - 2466-1139
AB - This study investigates the impact of post-use E-service quality on consumer trust in online platform environments, providing an integrated analysis of the mediating effects of brand image and customer experience along with the moderating effects of income and usage frequency. To this end, a survey was conducted with 300 platform users, and an empirical analysis was performed using structural equation modeling (SEM). The results demonstrate that responsiveness and contact are critical antecedents that enhance brand image and customer experience, ultimately driving consumer trust, whereas compensation was found to have only a limited effect on customer experience. Furthermore, brand image and customer experience were proven to be powerful mediators linking quality perception to trust formation, while income level and usage frequency significantly moderated each respective path. These findings suggest that platform companies should prioritize responsiveness and contact-oriented brand management over short-term compensation, while implementing segmented trust-building strategies that account for customers' economic conditions and usage proficiency.
KW - Platform;Post-use E-Service Quality;Brand Image;Customer Experience;Consumer Trust;Income;Usage Frequency
DO - 10.21186/IPR.2026.11.2.001
ER -
Ji-sang Lee, Yun-Hee Jung and Hyeon-Suk Park. (2026). The Relationship between Post-use E-Service Quality and Consumer Trust through the Mediating Paths of Brand Image and Customer Experience: The Moderating Effects of Income and Usage Frequency. Industry Promotion Research, 11(2), 1-19.
Ji-sang Lee, Yun-Hee Jung and Hyeon-Suk Park. 2026, "The Relationship between Post-use E-Service Quality and Consumer Trust through the Mediating Paths of Brand Image and Customer Experience: The Moderating Effects of Income and Usage Frequency", Industry Promotion Research, vol.11, no.2 pp.1-19. Available from: doi:10.21186/IPR.2026.11.2.001
Ji-sang Lee, Yun-Hee Jung, Hyeon-Suk Park "The Relationship between Post-use E-Service Quality and Consumer Trust through the Mediating Paths of Brand Image and Customer Experience: The Moderating Effects of Income and Usage Frequency" Industry Promotion Research 11.2 pp.1-19 (2026) : 1.
Ji-sang Lee, Yun-Hee Jung, Hyeon-Suk Park. The Relationship between Post-use E-Service Quality and Consumer Trust through the Mediating Paths of Brand Image and Customer Experience: The Moderating Effects of Income and Usage Frequency. 2026; 11(2), 1-19. Available from: doi:10.21186/IPR.2026.11.2.001
Ji-sang Lee, Yun-Hee Jung and Hyeon-Suk Park. "The Relationship between Post-use E-Service Quality and Consumer Trust through the Mediating Paths of Brand Image and Customer Experience: The Moderating Effects of Income and Usage Frequency" Industry Promotion Research 11, no.2 (2026) : 1-19.doi: 10.21186/IPR.2026.11.2.001
Ji-sang Lee; Yun-Hee Jung; Hyeon-Suk Park. The Relationship between Post-use E-Service Quality and Consumer Trust through the Mediating Paths of Brand Image and Customer Experience: The Moderating Effects of Income and Usage Frequency. Industry Promotion Research, 11(2), 1-19. doi: 10.21186/IPR.2026.11.2.001
Ji-sang Lee; Yun-Hee Jung; Hyeon-Suk Park. The Relationship between Post-use E-Service Quality and Consumer Trust through the Mediating Paths of Brand Image and Customer Experience: The Moderating Effects of Income and Usage Frequency. Industry Promotion Research. 2026; 11(2) 1-19. doi: 10.21186/IPR.2026.11.2.001
Ji-sang Lee, Yun-Hee Jung, Hyeon-Suk Park. The Relationship between Post-use E-Service Quality and Consumer Trust through the Mediating Paths of Brand Image and Customer Experience: The Moderating Effects of Income and Usage Frequency. 2026; 11(2), 1-19. Available from: doi:10.21186/IPR.2026.11.2.001
Ji-sang Lee, Yun-Hee Jung and Hyeon-Suk Park. "The Relationship between Post-use E-Service Quality and Consumer Trust through the Mediating Paths of Brand Image and Customer Experience: The Moderating Effects of Income and Usage Frequency" Industry Promotion Research 11, no.2 (2026) : 1-19.doi: 10.21186/IPR.2026.11.2.001
