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

The Korean Society of Clothing and Textiles (한국의류학회)
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Service Quality Characteristics based on Two Dimensional Recognition in Apparel Store

이원적 인식에 따른 의류점포 서비스품질특성에 관한 연구

  • Published : 2008.05.31
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Abstract

The purposes of this study are to identify service quality elements using Kano's theory, and to examine differences in service quality characteristics among apparel store types. Women over 20 years-old from metropolitan areas in South Korea participated in the study and a quota sampling method was used. The questionnaire was composed of three sections; importance of quality, degree of satisfaction, and demographic factors. Data from 525 questionnaires were used for the statistical analysis. The results were as follows: First, four factors of service quality(sales person, variety of goods, policy, and facilities) were identified. According to Kano's quality elements, sales person was categorized into both one-dimensional quality and must-be quality, and variety of goods, policy, and facilities categorized into attractive quality. Second, sales person, in all store types, was included in one-dimension quality elements and sales person and variety of goods, in local store, were included in attractive quality element. Service policy, in chain store and local store, was included in attractive quality element. Findings of this study provide both industry and academic researchers with a guide to increase customer satisfaction in the store service strategies.

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References

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