Browse > Article

The Effects of Physical Surroundings and Salesperson's Service on Customer Satisfaction and the Intention to Repurchase  

Kim, Sun-Hee (Dept. of Fashion Design. Kimpo College)
Publication Information
Journal of Fashion Business / v.11, no.3, 2007 , pp. 46-58 More about this Journal
Abstract
The purpose of this study was to identify the physical surroundings and the salesperson's service in apparel stores, and to examine their effects on customer satisfaction and the intention to repurchase. The data was collected from a questionnaire conducted on 312 female adults who had just finished shopping, and was analyzed by frequency analysis, factor analysis, reliability analysis, regressive analysis and ANOVA analysis with SPSS 10.0. The results were as follows: (1) As a result of the factor analysis, five factors were identified with regard to physical surroundings: spatial layout and functionality, presentation and aesthetics, ambience, convenience, and information. The factors pertaining to the salesperson's service in apparel stores were divided into four dimensions: knowledge and assurance, convenience and responsiveness, etiquette, and empathy. (2) As far as physical surroundings are concerned, spatial layout and functionality, presentation and aesthetics, ambience, and convenience were all found to influence customer satisfaction. In terms of salesperson's service, convenience and responsiveness, etiquette, and empathy each had an influence on customer satisfaction. (3) Furthermore, physical surroundings and the salesperson's service influenced the intention to repurchase. The intention to repurchase is influenced by spatial layout and functionality, ambience, convenience, and information with regard to physical surroundings, by knowledge and assurance, convenience and responsiveness, and empathy with regard to the salesperson's service. (4) It was revealed that the significance of the physical surroundings and salesperson service factors varies depending on the consumer's age, level of education, and income.
Keywords
physical surroundings; salesperson's service; customer satisfaction; the intention to repurchase;
Citations & Related Records
Times Cited By KSCI : 1  (Citation Analysis)
연도 인용수 순위
1 Kim, H. S & Rhee E. Y. (1992), "A Study on the Classification of Apparel Stores in Seoul,Korea", Journal of the Korean Society of Clothing and Textiles, 16(2), 155-168
2 Koh, A. R. & Jin B. H. (1995),"A Study on the Shopping Orientations, Importance of Store Attributes and Use of Information Sources for Outlet Store Patronage Consumers", Journal of the Korean Society of Clothing and Textiles, 19(1), 104-114
3 Kwon, I. H. & Yoo. C. J. (1997), "A Study on stimulus and response factors of consumers'emotional responses in a ski-resort encounter", Journal of Consumer Studies, 8(1), 59-77
4 Bitner. M. J.(1990}, "Evaluating service encounters: The effect of physical surroundings and employee responses. Journal of Marketing, 54(2), 69-82   DOI   ScienceOn
5 Hui, M. K. & Bateston. E. G. (1991). "Perceived control and the effects of crowding and consumer choice on the service experience". Journal of Consumer Research, 14(Dec), 174-184
6 Lee. Y.J. & Kim, W. C. (1998), "A Study on the effects of physical surroundings on service quality", Studies on Marketing, 13(1). 61-86
7 Lee, J. Y. & Kim, M. Y.(2001), "Service Dimensions of Apparel Product Salesperson and Importance of Service Dimension by Apparel Product Type', Journal of the Korean Society of Clothing and Textiles, 25(5), 933-944
8 Lee. Y. S. & Chon J. Y. (2001), "A Study on the Relationship between Service Quality of Apparel Stores and Related Variables". Journal of the Korean Society of Clothing and Textiles. 25(6), 1057 -1068
9 Lee, S. J & Jang E. Y. (1992), "Market Segmentation and Marketing Strategy According to Apparel Retail Store Selection Criteria of Consumer", Journal of the Korean Society of Clothing and Textiles,1225-1151, 16(4), 471-484
10 Gulas, C. S. & Bloch. P. H. (1995),"Right under our notes : Ambient scent and consumer response", Journal of Business Psychology, 10(Fall), 87-98   DOI
11 Ma, Y. J. & Koh. A. R. (2001), "A Study on Evaluation of Salesperson's Service and Purchase Behavior as related to Customer's Personality type', Journal of the Korean Society of Clothing and Textiles. 25(6), 1155-1166
12 Chung, H. S. & Rhee, E. Y. (2002), "Consumers' Store Patronage Mix Behavior by Fashion Product type", Journal of the Korean Society of Clothing and Textiles, 26(8), 1128-1140
13 Kim, S. S. (2004), "Visual Environment Factors of the Store and the Store Types Preferred by Consumer Traits", Journal of the Korean Society of Clothing and Texles, 28(8),1112-1120
14 Kuruvilla, S. (1993), "Consumer's versus retailer's perception of the image of western -wear store': Unpublished master thesis. Colorado State University, Fort Collins
15 Shin. H. B. & Lim. S. J. (2003), "The Effects of Fashion Store Salesperson's Effort on Middle Upper Class Older Female Customer's Intent to Relationship Continuity". Journal of the Korean Society of Clothing and Textiles. 27(6),675-684
16 Parasuraman. A.. Zeithaml. V. A.. Berry. L. L. (1988),"SERVQUAL: A multiple -itern scale for measuring consumer perceptions of service quality".Journal of Retailing, 64(1), 12-40
17 on. H. J. & Kim. E. H. (2006),"The Effects of Relationship Benefits and Salesperson's Service on Buying Satisfaction and Repurchase Intention". Journal of the Korean Society of Clothing and Textiles, 30(2), 245-254   과학기술학회마을
18 Oliver. R. L. (1980),"A cognitive model of the antecedents and consequences of satisfaction decisions". Journal of Marketing Research. 17. 460-469   DOI   ScienceOn
19 Donovan, R. J. & .Rossiter, J. R. (1982), "Store atmosphere: An environment psychology approach", Journal of Retailing, 58(Spring), 34-57
20 Kim, J. H. (2002),"The Influence of Store Environment on Quality Perception and Consumer Satisfaction", Studies on Marketing Management, 7(2), 59-85
21 Van der Ryn, S. & Silverstein. M. (1967), Dorms at Berkeley New York: Educational Facilities Laboratories
22 Crowley. A. E. (1993), "The two dimensional impact of color on shopping", Marketing Letters, 4(Jan), 59-70   DOI
23 Baker, D. G.. & Parasuraman, A. (1994), " Th influence of store environment on quality inferences and store image". Journal of the Academy of Marketing Science, 22(4), 328-339   DOI
24 Parasuraman, A., Valarie, A. Z., & Leonard, L. B. (1985)," A conceptual model of service quality and its implication for future research", Journal of Marketing, 49, 41-50
25 Steenkemp, J. E. M. & Wedel, M. (1991), "Segmenting retail markets in store image using a consumer-based methodology", Journal of Retailing, 67(3), 300-320
26 Park, H. H. & Jeon, J. O.(2004), "The Effect of VMD Structural Elements on Fashion Brand Attitude" , Journal of the Korean Society of Clothing and Textiles, 28(2), 224-234
27 Milliman. R. E. (1982), "Using background music to affect the behavior of supermarket shoppers". Journal of Marketing. 46(Summer), 86-91   DOI   ScienceOn
28 Lee. Y. J. (1994), Service Marketing. HakHyunSa
29 Fiore. A. M., Yah, X. & Yoh. E. (2000),"Effects of a product display and environmental fragrancing on approach responses and pleasurable experiences", Psychology and Marketing. 17(1). 27-54   DOI   ScienceOn
30 Bitner, M. J.(1992),"Servicescapes; The impact of physical surroundings on customers and employees" , Journal of Marketing, 56(2), 57-71   DOI   ScienceOn
31 Bateson, J. E. G. & Hui, M. K. (1992), "The ecological validity of photographic slides and videotapes in simulating the service setting", Journal of Consumer Research, 19(5ept), 271-280   DOI   ScienceOn
32 Areni, C. S. & Kim, D. (1994)," The influence of in-store lighting on consumers examination of merchandise in a wine store'. International Journal of Research in Marketing. 11(2), 117-125   DOI   ScienceOn
33 Kim. J. Y. & Lee, E. Y. (2004), "The Influence of Service Quality. Product Quality. Price on Store Patronage for Apparel Stores". Journal of the Korean Society of Clothing and Textiles,28(1). 12-21
34 Wakefield. K. L. & Blodgett. J. G. (1996)," The effect of the servicescape on customers'behavioral intention in leisure service setting". Journal of Service Marketing, 10(6), 45-61   DOI   ScienceOn
35 Kim. S. H.. Kim K. Y.. & Lee. S. J.(1999), "The Dimensions of Apparel Store Service Quality". Journal of the Korean Society of Clothing and Textiles. 23(3) 435-446
36 Hwang. S. J.. Hwang. G. S.. & Lee. J. N.(2000). "The Effect of Service Quality on Consumer Satisfaction of Fashion Retail Stores". Journal of the Korean Society of Clothing and Textiles, 24(3), 323-334