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The Effects of Perceived Service Quality and Relational Benefits on Relationship Development Process between Fashion Retail Stores and Customers  

Ju, Seong-Rae (Dept. of Clothing and Textiles, Chonnam National University)
Chung, Myung-Sun (Human Ecology Research Institute, Chonnam National University)
Publication Information
Journal of the Korean Society of Clothing and Textiles / v.29, no.2, 2005 , pp. 328-339 More about this Journal
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
Relationship development process; Perceived service quality; Relational benefits;
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Times Cited By KSCI : 1  (Citation Analysis)
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