Browse > Article

A Path Analysis of Store Perception Variables on Consumers` Store Loyalty in Apparel Product Purchasing  

Kim, Soo-Jin (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. 356-366 More about this Journal
Abstract
The purpose of this study was to examine a path analysis of perceived service quality, store image, alternative store attraction, consumer satisfaction and switching barrier perception on store loyalty in apparel product purchasing. The questionnaire was administered to 450 women shopped in a department store in Gwang-ju during September, 12-26, 2002. Data collected from 384 women were analyzed by using frequency, multiple regression analysis, path analysis by SPSS for WIN program. The results were as follows ; First, the switching barrier perception, consumer satisfaction, perceived service quality, store image significantly influenced store loyalty. Second, the consumer satisfaction, perceived service quality, store image, alternative store's attraction significantly influenced switching barrier perception. Third, the perceived service quality, store image, alternative store's attraction significantly influenced consumer satisfaction. Fourth, the perceived service quality, store image, alternative store's attraction had indirect effects on store loyalty mediated by consumer satisfaction and switching barrier perception. The consumer satisfaction had indirect effects on store loyalty mediated by switching barrier perception. In short, perceived service quality, store image, alternative store's attraction influenced on store loyalty mediated by consumer satisfaction and switching perception.
Keywords
Service quality; Store image; Alternative store's attraction; Switching barrier perception; Sore Loyalty;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
연도 인용수 순위
1 이민정. (2000). 소비자 만족과 전환비용지각이 상표충정도에 미치는 영향분석. 경북 대학교 대학원 석사학위 논문
2 임중원, 김재일, 홍성태, 이유재. (1996). 소비자행동론. 경문사
3 조광행, 박봉규. (1999). 점포충성도에 대한 전환장벽과 고객 만족의 영향력에 관한 실증적 연구. 경영학연구, 28(1), 127-149
4 최양옥. (1994). 소매업태간 점포이미지 차이에 대한 연구-가정주부들을 대상으로- . 국민대 대학원 석사학위 논문
5 황선진, 황경순, 이종남. (2000). 패션점포의 서비스품질차원이 소비자 만족에 미치는 영향. 한국의류학회지. 24(3), 323-334
6 홍금희. (2000). 의류점포 유형에 따른 서비스품질과 점포만족도, 한국의류학회지. 24(5), 760--771
7 Anderson, E. W., Fomell, C. & Lehmann, D. R. (1994). Customer satisfaction market share, and profitability findings from sweden. Journal of Marketing, 58(July), 53-66
8 Cronin, J. J., Jr. & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing. 56(July), 55-68
9 Doyle, P. & Fenwick, I. (1974). How store image affects shopping habits in grocery chairs. Journal of Retailing. 50(winter)
10 Fornell, Clase, Johnson, Michael D, Anderson Eugene W, Cha Jaesung & Barbara Everitt Brynat. (1996). The american consumer satisfaction index. Journal of Marketing, 60(October), 7-18   DOI   ScienceOn
11 Jacoby, J. & Mazursky, D. (1984). Linking brand and retailer images do the potential risks outweigh the potential benefits? Journal of Retailing. 60, 105-122
12 Mackay, D. B. & Olshavsky, R. W. (1975). Cognitive maps of retail locations: An investigation of some basic issues. Journal of Consumer Research, 2, 197-205   DOI   ScienceOn
13 Mittal, Banwari & Lassar, W. M. (1998). Why do customer switch?, The Dynamics of Satisfaction Versus Loyalty. The Journal of Services Marketing, 12(3), 177-194   DOI   ScienceOn
14 Churchill, G. J. & Surprenant, C. (1982). An investigation into the determinants of customer satisfaction. Journal of Marketing Research. 19(November), 491-504   DOI   ScienceOn
15 Mazursky, D. P. & LaBarbera, A. Aiello. (1987). When consumers switch brands. Psychology and Marketing, 4(1), 17-30   DOI
16 이유재, 김주영, 김재일. (1996). 서비스 산업의 현황에 대한 실증연구. 소비자학연구, 7(2), 129-157
17 Heide, J. B. & Weiss A. M. (1995). Vendor consideration and switching behavior for buyers in high-technology markets. Journal of Marketing, 59(July), 30-43   DOI   ScienceOn
18 최낙환, 김종호. (1996). 백화점 이용도에 영향을 미치는 요인에 관한 연구. 한국마케팅학회지, 11(1), 63-76
19 Oliver, R. L. (1980). A cognitive model of the antecedents and consequences of satisfation decisions. Journal of Marketing Research. 17(November), 460-469   DOI   ScienceOn
20 김혜원. (1996). 소비자의 의복관여도와 의복만족도에 관한 연구 -서울과 대구의 남녀 대학생들을 중심으로-. 이화여자대학교석사학위논문
21 Ping, Jr. R. A. (1993). The effects of satisfaction and structure constraints on retailer exiting, voice, loyalty, opportunism, and neglect. Journal of Retailing, 69(Fall), 320-352   DOI   ScienceOn
22 Fornell, Clase. (1992). A national customer satisfaction barometer: The swedish experience. Journal of Marketing, 56(January), 6-21   DOI   ScienceOn
23 김윤희, 김미영. (2001). 의류점포의 서비스 개념 체계와 쇼핑유형과의 관련성. 한국의류학회지, 25(1), 183-194
24 Waters, C. G. (1974). Consumer behavior: Theory and practice. Illinois: Richard D. Irwin, Inc
25 Oliver, R. L. & Swan, J. E. (1989). Equity and disconfirmation perceptions as influences on merchant and product satisfaction. Journal of Consumer Research, 16(Dec), 372-383   DOI   ScienceOn
26 Bendapudi, N. & Berry, L. L. (1997). Customers' motivations for maintaining relationships with service providers. Journal of Retailing, 73(1), 15-37   DOI   ScienceOn
27 Dick, A. S. & Basu, K. (1994). Customer loyalty: Toward an integrated conceptual framework. Journal of the Academy of Marketing Science. 22(2), 99-113   DOI   ScienceOn
28 Sheth, J. N. & Parvatiyar, A. (1995). Relationship marketing in consumer markets: Antecedents and consequences. Journal of the Academy of Marketing Science, 23(4), 256-261
29 강미연, 홍금희. (2003). 의류점포의 서비스품질이 지각된 전환장벽과 점포충성도에 미치는 영향. 한국의류학회지, 27(8), 935-945
30 Enis, Ben M, & Paul, G W. (1968). Store loyalty characteristics of shoppers and switchers. Southern Journal of Business. 3, 266-276
31 Spreng, R. A. & Mackoy, R. D. (1996). An empirical examination of a model of perceived service quality and satisfaction. Journal of Retailing, 72(2), 201-214   DOI   ScienceOn
32 백종현, 윤영진, 지성구. (2000). 소매업에서 서비스품질이 고객만족 및 고객애호도에 미치는 영향. 품질경영학회지, 28(8), 211-241
33 전인수. (1992). 전환장벽, 모방장벽 및 지속적 경쟁우위. 경영연구. 홍의대학교 경영 연구소. 16. 135-152
34 Keller, K. L. (1993). Conceptualizing, measuring and management customer-based equity. Journal of Marketing, 57(Jan), 1-22
35 Taylor, S. A. & T. L. Baker. (1994). An assessment of the relationship between service quality and customer satisfaction in the formation of customers' purchase intention. Journal of Retailing, 70(2), 163-178   DOI   ScienceOn
36 Sirgy, M. Joseph. & Samli A. Cokun. (1985). A path analytic model of store loyalty involving self-concept, store image, geographic loyalty, and socioeconomic status. Journal of the Academy of Marketing Science, 13(Summer), 265-291   DOI
37 Jain. A. K. & Etgar, M. (1976). Measuring store image through multidimensional scaling of free response data. Journal of Retailing. 52(4), 61-70
38 김수진, 정명선. (2001). 의류제품 구매시 소비자의 전환장벽지각이 점포충성도에 미치는 영향. 한국의류학회지, 25(8), 148-159
39 Porter, Michael E. (1980). Competitive strategy: techniques for analyzing industrials and competitors. New York: Macmillan
40 Samli, A. Coskun. (1989). Retail marketing strategy. New York: Quorum
41 Griffin, Jill. (1995). Customer loyalty: How to earn it. how to keep it. San Francisco: Jossey-Bass Publishers
42 이영선, 전지현. (2001). 의류점포의 서비스품질지각과 관련 변인 연구. 한국의류학회지, 25(6), 1057-1068
43 Ganesan, S. (1994). Determinants of long-term orientation in buyer-seller relationship. Journal of Marketing. 58(April), 1-19