Journal of the Korean Society of Clothing and Textiles (한국의류학회지)

The Korean Society of Clothing and Textiles (한국의류학회)
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The Effects of Perceived Service Quality and Relational Benefits on Relationship Development Process between Fashion Retail Stores and Customers

지각된 서비스 품질과 관계효익이 패션점포와 고객간의 관계발달 과정에 미치는 영향

  • Ju, Seong-Rae (Dept. of Clothing and Textiles, Chonnam National University) ;
  • Chung, Myung-Sun (Human Ecology Research Institute, Chonnam National University)
  • 주성래 (전남대학교 생활과학대학 의류학과) ;
  • 정명선 (전남대학교 생활과학대학 의류학과 생활과학연구소)
  • Published : 2005.02.01
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Abstract

The purpose of this study were to extract and empirically examine the effect variables on phase performance of relationship development process by identifying relationship development process between apparel store and customer. The questionnaires was asministered to 333 women frequency use of a department store, big shopping mall, discount store in Gwang-ju city during March 4-11, 2003. The data was analyzed by factor analysis, correlation analysis, and Structural Equation Model using LISREL 8.30 program. As the results, the perceived service quality with attractive factor of relationship explration phase direct positively influenced customer satisfaction among relationship expansion phases. However, relational benefit directly influenced customer satisfaction with the primary phase of relationship maintain as well as trust, customer commiment and long-term orientation. Also, customer satisfaction direct positively influenced trust, and customer' trust direct positively influenced customer commitment. Finally, the customer commitment direct positively influenced long-term orientation.

Keywords

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