한국식품영양과학회지 (Journal of the Korean Society of Food Science and Nutrition)

  • 제34권4호
  • /
  • Pages.489-495
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  • 2005
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  • 1226-3311(pISSN)
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  • 2288-5978(eISSN)
한국식품영양과학회 (The Korean Society of Food Science and Nutrition)
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패스트푸드 레스토랑의 소비자-브랜드 관계의 질이 브랜드 충성도에 미치는 영향 - 마산시 일부 대학생을 대상으로 -

Effect of the Consumer-Brand Relationship Quality on the Brand Loyalty in the Fast Food Restaurant in Masan, Korea

  • 김현아 (경남대학교 식품영양학과)
  • Kim, Hyun-Ah (Dept. of Food and Nutrition, Kyungnam University)
  • 발행 : 2005.04.01
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초록

본 연구에서는 패스트푸드 레스토랑에 있어서 소비자-브랜드 관계의 질이 고객의 브랜드 충성도에 영 향을 미치는지를 알아보고자 마산 지역에 위치한 K 대학의 대학생들을 대상으로 설문조사를 실시하였다. 설문조사 내용으로는 인구통계학적 자료, 소비자-브랜드 관계의 질 그리고 브랜드 충성도에 관한 문항으로 구성하였다. 2004년 12월 6일부터 14일까지 총 250부의 설문지를 배포하여 234부가 회수되어 $93.7\%$의 회수율을 보였다. 본 조사를 위한 측정도구의 신뢰도 검증 결과 Cronbach's alpha 계수가 0.7이상으로 높은 신뢰도를 나타내었으며 타당도 검증 결과 $60\%$이상의 설명력을 나타내 높은 타당성을 나타내었다. 소비자-브랜드 관계의 질 수준이 높은 그룹과 낮은 그룹 간의 브랜드 충성도의 차이를 비교해 본 결과 브랜드 관계의 질 수준이 높은 그룹의 브랜드 충성도가 낮은 그룹보다 유의적으로 높은 수준을 나타내었다. 패스트푸드 레스토랑의 소비자-브랜드 관계의 질(독립변수)이 브랜드 충성도(종속변수)에 영향을 미치는지 분석하기 위하여 다중회귀분석을 실시한 결과 독립변수가 종속변수에 미치는 영향력은 $54\%$의 설명력을 보였으며, 소비자-브랜드 관계의 질의 5개 구성 요소(자아연계적 애착, 만족도, 신뢰, 몰입, 친밀감) 중에서 만족도와 몰입의 2개 구성 요소가 유의수준 p<0.05에서 유의적으로 브랜드 충성도에 정(+)의 영향을 미치는 것을 알 수 있었다. 결론적으로 소비자 브랜드 관계의 질이 강하게 형성될수록 소비자의 브랜드 충성도가 높아지는 것임이 입증되었다. 따라서 향후 패스트푸드 레스토랑 운영자들은 궁극적으로 소비자의 브랜드 충성도 형성을 통한 꾸준한 매출과 성장을 위하여서는 기존의 브랜드에 대한 홍보보다는 소비자-브랜드 관계의 질을 강하게 형성할 수 있는 마케팅 전략을 강화하도록 하여야 할 것이다.

The purpose of this study was to analyze the effect of the consumer-brand relationship Quality (CBRQ) on the brand loyalty in the fast food restaurant in Masan, Korea. The Questionnaires were distributed to 250 students in the K University located in Masan, who were sampled by convenience-sampling method. The surveys were performed from December 6 to 14, 2004. The 246 Questionnaires were responded, and 12 unusable Questionnaires were excluded, then 234 were used for the final analysis $(response rate:\;93.7\%)$. For the statistical analysis, SPSS (12.0) was used to conduct the descriptive analysis, factor analysis, reliability analysis, Pearson correlation and multiple regression analysis. The result of this study showed that 2 constructs (satisfaction and commitment) of consumer-brand relationship Quality have significant positive effects on the brand loyalty in the fast food restaurant. It meant that as consumer-brand relationship quality becomes stronger, the customer's brand loyalty becomes greater. The differences of customer loyalty between the high and low group of self-connective attachment, satisfaction, commitment, trust and intimacy were significant. So the brand loyalty of high group of customer-brand relationship quality was significantly higher than that of low group of customer-brand relationship quality. As a conclusion, the operator in the fast food restaurant should focus on the marketing strategy to strengthen the quality of consumer-brand relationship in order to increase the brand loyalty of customers.

키워드

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피인용 문헌

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