• Title/Summary/Keyword: 점포만족도

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남녀노년층의 의복태도, 의복행동, 쇼핑에 인구 통계적 특성이 미치는 영향 연구

  • Jin, Sook-Hwang
    • Journal of the Korean Society of Costume
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    • v.37
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    • pp.5-15
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    • 1998
  • 본 연구의 목적은 노년층 남성과 여성의 인구통계적 특성이 의복태도, 의복행동, 쇼핑행동에 미치는 영향을 규명하는 것이다. 설문지를 통하여 나이 55세 이상의 미국 남부에 거주하는 67명의 남성과 75명의 여성이 자료분석에 이용되었다. 의복 및 쇼핑과 관련된 변수로 의복태도, 유행의사 선도력, 기성복에 대한 만족, 쇼핑관심, 점포충성도가 사용되었으며, 인구통계적 특성은 수입, 결혼여부, 사회참여도, 학력, 나이, 성으로 구성되었다. 결과로 의복태도는 미혼일수록, 사회참여도가 높을수록, 학력이 높을수록 그 수치가 높은 것으로 낱났다. 기성복에 대한 만족은 수입과 학ㄱ력이 높을수록 또 남성이 여성에 비해 만족도가 큰 것으로 나타났다. 쇼핑에 대한 관심의 정도는 결혼여부, 학력, 성과 관련이 있었다. 즉 미혼일수록 교육수준이 높을수록 남성보다는 여성이 쇼핑에 관심이 큰 것으로 나타났다. 그 외 유해의사선도력은 오직 성에 의해서만 영향을 받았으며, 점포충성도 역시 학력에 의해서만 영향을 받았다. 남성과 여성 각각의 차이에 대한 분석에서는 남녀에 따라 인구통계적 특성이 의복태도, 의복행동, 쇼핑행동에 미치는 영향이 다르게 나타나 남녀간의 차이를 보여주었다. 예로 남성에게 있어 결혼여부는 쇼핑관심에 영향을 미치는 중요 변수이나 여성의 경우 교육수준이 쇼핑관심에 영향을 미치는 것으로 나타났다. 따라서 유통업 종사자들은 노년층 남성 중 미혼자를, 노년층 여성 중 고학력자를 주요 표적으로 삼아 마케팅 전략을 세울 필요가 있다 하겠다.

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Effects of Loyalty Program Values of Beauty Services on Store Loyalty through Customer Satisfaction and Switching Barrier (미용 서비스의 로열티 프로그램 가치가 고객만족과 전환장벽을 통해 점포충성도에 미치는 영향)

  • Oh, Kyungsook;Kang, Eunmi;Park, Eunjoo
    • Fashion & Textile Research Journal
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    • v.18 no.5
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    • pp.617-624
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    • 2016
  • The purposes of this study was to investigate impacts of loyalty program value on store loyalty through customer satisfaction and switching barrier. This study suggests some basis about the direction guidance for successful store-running marketing activities and beauty service related researches. A total of 986 usable questionnaires were obtained from female adults of Busan. Data were analyzed by frequency analysis, correlation analysis, factor analysis using SPSS for Window 22.0 and confirmatory factor analysis and structural equation model analysis by AMOS 22.0. The results suggested that, loyalty program value benefits(hedonic benefits and utilitarian benefits) had positive effect on customer satisfaction, and loyalty program value costs(hedonic costs and utilitarian costs) had oppositive effect on customer satisfaction. The impact of hedonic benefits of the loyalty program values was the largest. Customer satisfaction and switching barrier directly affect store loyalty. The customer satisfaction affected the store loyalty indirectly but the direct effect was bigger.

The Effect of the Evaluation of Chinese Tourists in regards to Korean Cosmetic Store Attributes on Satisfaction and Brand Loyalty based upon Brand Experience (중국 관광객의 한국 화장품 점포속성 평가가 브랜드 체험을 통하여 만족과 브랜드 충성도에 미치는 영향)

  • Zhang, Jing Jing;Rhee, Young Sun
    • Journal of the Korean Society of Clothing and Textiles
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    • v.41 no.3
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    • pp.487-500
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    • 2017
  • This study examines the attributes of cosmetic stores that Chinese tourists considered when purchasing cosmetics in Korea and the effect of the evaluation of attributes in regards to satisfaction and brand loyalty based upon brand experience. The survey was performed from January 1-14 in 2014 through a Chinese professional online survey channel-www.sojump.com. A total of 338 data from female and male respondents who visited Korea and purchased Korea brand's cosmetics were analyzed by SPSS and AMOS. The results were as follows. Frist, cosmetic store attributes were composed of three factors such as physical environment and salespersons, price and promotion, service. Second, all the factors had a positive influence on brand experience. Among them, the influence of physical environment and salespersons were the highest. Third, brand experience influenced satisfaction and satisfaction also had positive influence on brand loyalty. The results above indicate that providing various experiences that appeal to customers is as important as improving product quality when maintaining long-term customer relationships and loyalty.

Effects of Apparel Product Attributes on Customer Satisfaction, Trust, and Loyalty in Online Stores (온라인 점포에서 의류상품특성이 고객만족, 고객신뢰, 고객충성도에 미치는 영향)

  • Park, Eun-Joo
    • Journal of the Korean Society of Clothing and Textiles
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    • v.32 no.8
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    • pp.1299-1308
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    • 2008
  • Customers’ loyalty to an online store may be worth up to ten times as much as its average customer. To develop a loyal customer base, most online stores try their best to continually satisfy their customers and to generate long-run relationships with them. This study investigates the effects of product attributes on customer satisfaction, trust, and loyalty in the context of online shopping for apparels. A self-administered questionnaire with multi-item scale was developed based on literatures. A total of 356 usable questionnaires were obtained from respondents and were analyzed using by LISREL 8.54 Program. The results showed that attributes of apparel products (e.g., products variety, price, and information) have indirectly influenced customer loyalty, which are moderated by customers’ satisfaction and trust. Additionally, customer satisfaction plays an important role to develop customer loyalty of online apparel stores. The findings suggest that, to satisfy their customers, online apparel stores should focus on product variety, and reasonable/economic prices of their apparel products, while they should provide the information about contents/care of apparels in building trusting relationships with their customers. In light of the major findings, this study sets forth strategic implications for customer loyalty in online settings of apparel store.

A Study on Pursuing Benefits and Satisfaction at Fashion Outlet Store (패션 아울렛 점포에 대한 추구혜택과 만족도 연구)

  • 박혜원;박주형;임숙자
    • Journal of the Korean Society of Clothing and Textiles
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    • v.28 no.7
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    • pp.950-961
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    • 2004
  • This study was attempted to examine consumers' pursuing benefits and satisfaction at outlet store, to analyze the differences of pursuing benefits and satisfaction at outlet store among the consumer groups segmented by the pursuing benefits, and to provide useful information for establishment of marketing strategies. The subjects were 500 female consumers experienced in purchasing clothes at outlet non. For analysis of questionnaires, $\chi$$^2$-test, ANOVA, cluster analysis, factor analysis, and Duncan's multiple range test were performed. The results were as follows: 1. Pursuing benefits at outlet store were composed of 6 factors: store's atmosphere, variety of products and brands, service and reputation of store, product quality, location's convenience, and price. Consumers were segmented into three groups by above 6 factors: product pursuing group, store convenience pursuing group, and price pursuing group. 2. Satisfaction at outlet store was composed of 5 factors: product, atmosphere, service and reputation of store, location convenience, and price. Satisfaction at outlet store such as service and reputation of store, location's convenience, and price were significantly different among the segmented groups. Product pursuing group was most satisfied with service and reputation of store, store convenience pursuing group was most satisfied with location's convenience and price, and price pursuing group was most satisfied with price. 3. The demographic variables such as an age, marriage, occupation, academic background, and total income were significantly different among the segmented groups.

An Empirical Study of the Service Quality, Customer Satisfaction, and Switching Barrier on Store Loyalty (대형할인점 의류매장의 점포애호도에 대한 서비스 품질과 전환장벽 및 고객만족 영향력에 관한 연구)

  • Lee, Ok-Hee;Kim, Ji-Soo
    • Journal of the Korean Society of Clothing and Textiles
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    • v.32 no.9
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    • pp.1450-1460
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    • 2008
  • The goal of this study was to investigate the impacts of service quality, customer satisfaction, and switching burier on store loyalty of the clothes shops at large-scale discount stores. The subjects were 357 female adults living in Suncheon City, Jeollanam Province. The questionnaires were conveniently sampled from June 1 to 30, 2006. The collected data were factor and reliability analyzed using the SPSS program. And Regression was used to verify the relationships between the variables. Among the six hypotheses set in the research model, total three were accepted through empirical analysis and the rest three were accepted partially. The empirical results showed the following managerial implications. First, consumer' perceived service quality has relationship with customer satisfaction and store loyalty. Second, service quality has a positive relationship with switch barrier. Third, customer satisfaction has significantly related with switch barrier. Fourth, switch barrier has positively related with store loyalty. Finally, 'sales people', 'VMD/atmosphere', and 'assortment' of the service quality factors have positive relationships with store loyalty, but 'policy' has a negative relationship with store loyalty.

A Study of the Effect of Store Selection factors on the Customer's Satisfaction and Revisit Intention (한·중 대형마트 구매자 점포선택요인에 관한 비교연구)

  • Noh, Jung-Koo;Lee, Ji-Eun;WANG, Chun-Chun
    • Management & Information Systems Review
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    • v.33 no.5
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    • pp.97-115
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    • 2014
  • The purpose of this study is to illustrating how the store selection factors affect the customer's satisfaction about the store and the intention of revisit base on the analyzing the store selection factors. At the same time, the difference between the influence on the customer's satisfaction and revisit intention of that in Korea and in China is also compared. Accordingly, through the notional understanding of configuration variables and the investigation of previous research, the Research hypothesis was set and the relevance between the two was inspected. The survey was aimed at the Korean customers who visit the large supermarkets in Korea and Chinese customers who visit the large supermarkets in China. After that, the reliability and validity of the collected data was verified and the research hypothesis was validated by structure equation modeling. The result of this study can by concluded as follows: First, in Korea the customer's satisfaction is showed to be affected by store selection factors, product property, service property and physical environment. Second, in China the customer's satisfaction is showed to be affected by store selection factors, product property, service property and physical environment. Third, in Korea the revisit intention is showed to be affected by customer's satisfaction. Forth, in China the revisit intention is showed to be affected by customer's satisfaction. Fifth, it shows little difference between the store selection factors of the customers visiting large supermarkets in Korea and in China. According to the research results above, the implications can be drawn as the customer's satisfaction of those who visit the large supermarkets may be affected by store selection factors (store property, product property, service property and physical environment). In recent years, more and more overseas large supermarkets are opening in both Korea and China and the competition among each is become more intense day by day. Every larger supermarket is trying their best to refine their store property, product property, service property and physical environment, in order to enhance the customer's satisfaction. The biggest factor that affects the customer's satisfaction and revisit intention in Korea is service property, So that the services requires proper measures and improvement. In China, the factor that affects most on the customer's satisfaction and revisit intention is physical environment. In order to enhance the customer's positive consciousness of stores, the physical environment needs to be well constructed. Lastly, in the compared research between Korea and China, the distribution of survey responders was limited from certain areas. Therefore, the further study can be implemented by more research in various geographical areas and more development in store selection factors.

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Study on the differences in the beauty shop selection attributes between Koreans and Chinese Consumers (한국과 중국 소비자 간의 뷰티샵 선택 속성 차이 비교 연구)

  • Lee, Ju-Ran;Kim, Sang-Soo
    • Journal of the Korea Convergence Society
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    • v.11 no.12
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    • pp.275-282
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    • 2020
  • As interest in the high-potential Chinese beauty market is growing, understanding the disposition of Chinese consumers different from Korea is becoming more important for successful entry into the Chinese market. This study attempted to compare differences in beauty shop selection attributes between Korean and Chinese consumers. In order to achieve this research purpose, the beauty shop selection attribute was classified into five components: environmental attribute, structural attribute, external attribute, awareness, and service attribute. Survey responses were collected from 162 Chinese and 111 Koreans, respectively, and empirical analysis was conducted. Both Chinese and Koreans had significant relationships between environmental attribute, service attribute and satisfaction, but the relationship between the remaining attributes and satisfaction were not significant. In addition, significant differences exist between Chinese and Koreans in the relationship between environmental attribute, service attribute and satisfaction. The results of this study can help companies to establish and operate a higher quality beauty shop based on understanding the situation and characteristics of each country in the fierce competition in the beauty market.

A Study on the Effects of Service Quality by Restaurant Locations on Customer Satisfaction and Revisiting Intention - Focusing on Wonhalmoney Bossam - (외식산업의 점포 입지별 서비스 품질이 고객 만족, 재방문 의도에 미치는 영향에 관한 연구 - 원할머니 보쌈 점포를 대상으로 -)

  • Kang, Byong-Nam;Park, Dea-Seob;Moon, Young-Il
    • Culinary science and hospitality research
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    • v.14 no.4
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    • pp.456-468
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    • 2008
  • This paper analyzes how the service quality affects customer satisfaction and loyalty, focusing on a franchise restaurant company 'Wonhalmoney Bossam'. The result shows that store locations and food cost of the menu, as an additional quality formation factor, influence customer satisfaction and loyalty rather than the main quality formation factors. This study strongly suggests the marketing preparation of menu price and the choice of locations are most significant as an additional factor. Therefore, Korean food restaurants should develop their marketing strategies from the customer's point of view, and reasonable price setting and menu selection with appropriate location will create customer satisfaction and revisit.

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Dual Path Model in Store Loyalty of Discount Store (대형마트 충성도의 이중경로모형)

  • Ji, Seong-Goo;Lee, Ihn-Goo
    • Journal of Distribution Research
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    • v.15 no.1
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    • pp.1-24
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    • 2010
  • I. Introduction The industry of domestic discount store was reorganized with 2 bigs and 1 middle, and then Home Plus took over Home Ever in 2008. In present, Oct, 2008, E-Mart has 118 outlets, Home Plus 112 outlets, and Lotte Mart 60 stores. With total number of 403 outlets, they are getting closer to a saturation point. We know that the industry of discount store has been getting through the mature stage in retail life cycle. There are many efforts to maintain existing customers rather than to get new customers. These competitions in this industry lead firms to acknowledge 'store loyalty' to be the first strategic tool for their sustainable competitiveness. In other words, the strategic goal of discount store is to boost up the repurchase rate of customers throughout increasing store loyalty. If owners of retail shops can figure out main factors for store loyalty, they can easily make more efficient and effective retail strategies which bring about more sales and profits. In this practical sense, there are many papers which are focusing on the antecedents of store loyalty. Many researchers have been inspecting causal relationships between antecedents and store loyalty; store characteristics, store image, atmosphere in store, sales promotion in store, service quality, customer characteristics, crowding, switching cost, trust, satisfaction, commitment, etc., In recent times, many academic researchers and practitioners have been interested in 'dual path model for service loyalty'. There are two paths in store loyalty. First path has an emphasis on symbolic and emotional dimension of service brand, and second path focuses on quality of product and service. We will call the former an extrinsic path and call the latter an intrinsic path. This means that consumers' cognitive path for store loyalty is not single but dual. Existing studies for dual path model are as follows; First, in extrinsic path, some papers in domestic settings show that there is 'store personality-identification-loyalty' path. Second, service quality has an effect on loyalty, which is a behavioral variable, in the mediation of customer satisfaction. But, it's very difficult to find out an empirical paper applied to domestic discount store based on this mediating model. The domestic research for store loyalty concentrates on not only intrinsic path but also extrinsic path. Relatively, an attention for intrinsic path is scarce. And then, we acknowledge that there should be a need for integrating extrinsic and intrinsic path. Also, in terms of retail industry, this study is meaningful because retailers want to achieve their competitiveness by using store loyalty. And so, the purpose of this paper is to integrate and complement two existing paths into one specific model, dual path model. This model includes both intrinsic and extrinsic path for store loyalty. With this research, we would expect to understand the full process of forming customers' store loyalty which had not been clearly explained. In other words, we propose the dual path model for discount store loyalty which has been originated from store personality and service quality. This model is composed of extrinsic path, discount store personality$\rightarrow$store identification$\rightarrow$store loyalty, and intrinsic path, service quality of discount store$\rightarrow$customer satisfaction$\rightarrow$store loyalty. II. Research Model Dual path model integrates intrinsic path and extrinsic path into one specific model. Intrinsic path put an emphasis on quality characteristics and extrinsic path focuses on brand characteristics. Intrinsic path is based on information processing perspective, and extrinsic path emphasizes symbolic and emotional dimension of brand. This model is composed of extrinsic path, discount store personality$\rightarrow$store identification$\rightarrow$store loyalty, and intrinsic path, service quality of discount store$\rightarrow$customer satisfaction$\rightarrow$store loyalty. Hypotheses are as follows; Hypothesis 1: Service quality perceived by customers in discount store has an positive effect on customer satisfaction Hypothesis 2: Store personality perceived by customers in discount store has an positive effect on store identification Hypothesis 3: Customer satisfaction in discount store has an positive effect on store loyalty. Hypothesis 4: Store identification has an positive effect on store loyalty. III. Results and Implications We examined consumers who patronize discount stores for samples of this study. With the structural equation model(SEM) analysis, we empirically tested the validity and fitness of the dual path model for store loyalty in discount stores. As results, the fitness indices of this model were well fitted to data obtained. In an intrinsic path, service quality(SQ) is positively related to customer satisfaction(CS), customer satisfaction(CS) has very significantly positive effect on store loyalty(SL). Also, in an extrinsic path, the store personality(SP) is positively related to store identification(SI), it shows significant effect on store loyalty. Table 1 shows the results as follows; There are some theoretical and practical implications. First, Many studies on discount store loyalty have been executed from various perspectives. But there has been no integrative view on this issue. And so, this research was theoretically designed to integrate various and controversial arguments into one systematic model. We empirically tested dual path model forming store loyalty, and brought up a systematic and integrative framework for future studies. We want to expect creative and aggressive research activities. Second, a few established papers are focused on the relationship between antecedents and store loyalty; store characteristics, atmosphere, sales promotion in store, service quality, trust, commitment, etc., There has been some limits in understanding thoroughly the formation process of store loyalty with a singular path, intrinsic or extrinsic. Beyond these limits in single path, we could propose the new path for store loyalty. This is meaningful. Third, discount store firms make and execute marketing strategies for increasing store loyalty. This research provides real practitioners with reference framework needed for actual strategy formation. Because this paper shows integrated and systematic path for store loyalty. A special feature of this study is to represent 6 sub dimensions of service quality in intrinsic path and 4 sub dimensions of store personality in extrinsic path. Marketers can make more analytic marketing planning with concrete sub dimensions of service quality and store personality. When marketers of discount stores make strategic planning like MPR, Ads, campaign, sales promotion, they can use many items which are more competitive than competitors.

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