• Journal of the Korean Society of Clothing and Textiles
• /
• v.27 no.1
• /
• pp.29-39
• /
• 2003

The purpose of this study was to investigate the effects of service quality of apparel stores, evaluative criteria and clothing involvement on the consumer satisfaction. Data were collected from 481 women consumers living in Busan and analysed by frequency analysis, factor analysis, Cronbach's , cluster analysis, t-test and discriminant analysis. The results showed that consumers who highly involved symbolism of apparel were more influenced by salesperson service and store atmosphere, and were more effected by prestige/brand royalty of apparel than those who highly involved pleasure of apparel. Those who had high scores in symbolism involvement were more satisfied with consumer satisfaction in apparel buying behaviors than those who highly involved pleasure of apparel. The service quality was the influenced variable on consumer satisfaction related to apparel products than the others. Especially, salesperson service and store atmosphere in service quality were important to the satisfaction perceived by consumers in apparel buying process.

• Asia Marketing Journal
• /
• v.4 no.4
• /
• pp.1-27
• /
• 2002

본 연구는 Critical Incident Technique(CIT)를 이용하여 음식점에서 서비스 실패를 야기하는 결정적인 사건과 서비스 실패/복구수준과의 관계를 고찰해 보았다. 이와 더불어 불만족한 고객을 만족한 고객으로 전환시키는 데에 중요한 역할을 하는 고객이 바라는 복구와 점포 개선사항을 추가로 제시함으로써 실용적인 마케팅 접근을 시도하였다. 본 연구에서는 고객 불만족 원인이 서비스상품의 결함에 대부분 기인한다는 Hoffman et al. (1995)과 Tax et al. (1998)의 결과와는 달리 서비스 실패를 일으키는 주원인은 서비스제공자에게 있다는 흥미로운 결과를 얻을 수 있었다. 그 동안 국내의 많은 서비스관련 연구들이 서비스 만족과 불만족에 대해 양적 (quantitative)으로 접근한 것과는 달리 본 연구는 질적(qualitative) 접근을 시도하였다. 또한 본 연구는 CIT를 이용한 최초의 서비스 복구에 대한 연구이며, 기존의 연구들이 단순히 서비스 실패의 유형을 범주화하고 복구의 종류를 알아보는 것에 그치고 있는 데 반해 본 연구에서는 고객이 바라는 복구종류와 서비스 제공자의 개선 사항, 서비스 실패를 경험한 고객들의 구전활동에 관한 조사결과와 전략적 시사점도 함께 제시함으로써, 일선 관리자들이 본 연구의 결과를 기업의 마케팅전략 수립에 효과적으로 활용이 가능하다는 점에서 그 의의가 크다고 할 수 있다.

• The Journal of the Korea Contents Association
• /
• v.8 no.3
• /
• pp.173-181
• /
• 2008

This study aims to prove the connection between satisfaction and re-visit intention of customers by examining shopping value and store image depending on product types purchased at Internet shopping malls. The finding of this study revealed that shopping value could be classified into hedonic and utilitarian value, while store image could be extracted into six dimensions such as reputation, product and information service, customer service after purchase, atmosphere, convenience, and safety. Both search goods and experience goods among store image factors were found to have stronger effect on utilitarian shopping value than hedonic shopping one. In addition, it was found that store image and shopping value had an effect on customer satisfaction and re-visit intention depending on product types, with a significant difference. These findings are expected to provide marketing complications for the understanding of differentiated market segments in the Internet shopping mall market, which is facing ever-growing market.

• Journal of Convergence for Information Technology
• /
• v.11 no.6
• /
• pp.99-106
• /
• 2021

This study examined whether relationship marketing activities affected relationship satisfaction and ultimately relationship continuity intention for 180 online store users. As a result of hypothesis test through path analysis, it was found that financial activities and structural activities such as delivery services in shopping malls had a positive effect on relationship satisfaction. In particular, it was found that the influence of structural activities was greater. This suggests that fast delivery or easy-to-search traffic is more meaningful to relationship satisfaction than economic benefits. At the significance level p<0.05, it was found that social activities did not have a significant effect on relationship satisfaction. Because it is not easy to develop social bonds between salespeople and customers at online stores, but the direction is considered positive. Therefore, if online stores can form social bonds with customers, this will have a positive effect on relationship satisfaction, but it is expected that this will become a factor that can differentiate them from competitors.

• Journal of the Korea society of information convergence
• /
• v.5 no.2
• /
• pp.91-99
• /
• 2012

In this paper, we discuss the effectiveness of information system such as POS(point of sale) and PDS(POS data service) to the government-supported small retail shop called nadle shop. Also, the functional requirements for PDS implementation are examined. Introduction of information system to small retail shop is necessary for achieving good - but a little impact on - management performance. For the empirical study, the survey results for POS utilization and management performance for the nadle shops supported from 2010 to the first half of 2011 are analyzed. Consequently, information system doesn't give direct effect on producing management performance. However, no doubt it contribute service quality and satisfaction to the customers and provides refined information to be useful to the owners.

• Journal of the Korea Convergence Society
• /
• v.11 no.12
• /
• pp.275-282
• /
• 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.

• Journal of Digital Convergence
• /
• v.15 no.8
• /
• pp.161-168
• /
• 2017

The purpose of this study is to investigate the effect of restaurant selection factors on reliability and revisit intention. The results of empirical analysis were as follows: First, the factors influencing the intention to visit the restaurant were the physical environment, service, price, location, reputation, cleanliness, It is confirmed that consumers are willing to visit again if their satisfaction is high because they choose general consumers considering kindness and taste. Second, trust is found to affect re - visit intention and it can be judged that store faith is actively considering return visit through consumer 's belief. Third, it was found that the factor of selecting the restaurant business influenced the intention to visit again according to the trust. When the customer chooses according to the restaurant business standard and satisfies the trust, it intends to increase the intention to visit again. The results of this study are as follows. First, it is found that the factors of restaurant selection and trust affect the revisit intention of restaurants, and it is meaningful to provide theoretical and strategic implications.

• Fashion & Textile Research Journal
• /
• v.18 no.5
• /
• pp.617-624
• /
• 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.

• Journal of the Korean Society of Clothing and Textiles
• /
• v.32 no.9
• /
• pp.1450-1460
• /
• 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.

• Journal of the Korean Society of Clothing and Textiles
• /
• v.26 no.11
• /
• pp.1615-1626
• /
• 2002

The purpose of this study was to investigate the effect of shopping orientation, and service quality and satisfaction on impulsive buying behavior in two types of apparel store. The sample consisted of 616 females aged 20-30 who were shopping at department stores and shopping malls in Busan. Data were analyzed with factor analysis, t-test, cross analysis and path analysis. The results showed that consumers of department stores showed more strongly convenient orientation than those of the shopping mall, consumers of the shopping mall showed more strongly recreational orientation and practical orientation than those of the department. Stores services of the department were perceived better than that of the shopping mall in promotional services, salespersons' services and environmental services. But it didn't show any differences between store types in product services. Consumers 'satisfaction with the service was greater in department stores than the shopping mall. But it didn't show any difference between apparel store types in the impulsive buying behaviors. Impulsive buying behavior of department store shoppers is directly affected by a shopper' shopping orientation as well as store service quality perceived by shoppers rather than a shopper' satisfaction. The service quality does not have directly related to consumers’ service satisfaction. The causal relationships of impulsive buying behaviors showed similarity in shopping malls and department stores. The perceived quality and satisfaction with store service were higher at department store than shopping malls. In impulse buying behavior of a department store was directly affected by a shopper' shopping orientation as well as store service quality perceived by shoppers rather than a shopper’ store service satisfaction.