• Asia Marketing Journal
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• v.1 no.1
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• pp.2.1-2.38
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• 1998

본 연구에서는 소비자 만족 형성 과정에서 발현되는 소비자의 감정 반응의 역할에 대해 이론적 및 실증적으로 고찰하였다. 소비자 감정 반응에 관한 선행 연구의 고찰을 통해 소비자 만족 형성 과정에서 발현되는 소비자 감정 반응은 구매라는 사건을 중심으로 기분 상태와 소비 정서라는 주요한 범주로 구분할 수 있음을 발견하였다. 다음으로 감정과 인지의 관계를 설명하는 이론, 특히 정서의 인지적 평가 이론을 기초로 기존의 기대-불일치 모형에 의한 인지적 과정과 기분 상태→소비 정서의 감정적 과정을 결합하는 연구 모형을 수립하고 확인적 요인 분석과 구조 방정식 모형으로 실증 분석하였다. 실증 연구 결과 점포 내 기분 상태는 유쾌와 각성, 소비 정서는 긍정적 소비 정서와 부정적 소비 정서의 차원으로 구분되며, 기대가 소비자의 점포 내 기분 상태의 인지적 평가로, 불일치가 소비 정서의 인지적 평가로 간주될 수 있으며, 점포 내 기분 상태가 제품의 성과 판단과 소비 정서에 직접적으로 영향을 미친다는 사실이 밝혀졌다.

• Asia Marketing Journal
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• v.6 no.3
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• pp.59-81
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• 2004

Store loyalty is increasingly being recognized as a path to long-term business profitability. Customer contact employees deliver a service firm's promises and create an important image for the firm. A major purpose of this study is to investigate the effects of customer service and product value on store loyalty. In order to test research hypotheses, data were collected through surveys administered to 300 apparel store customers. Two hundred thirty nine usable data were used for the analysis. The findings of this research are as follows: First, a employee's voluntary service(EVS) has a positive impact on interpersonal r elationship, which then affects switching barrier and store loyalty. Second, a employee's regular service(ERS) has an influence on store satisfaction, which in turn affect store loyalty. Third, product value is shown to be a significant antecedent to store satisfaction, which have a direct effect on store loyalty. The study concludes with implications, contributions, and limitations of the research and the empirical findings of this research should be beneficial to marketing practitioners and retailing businessmen in developing effective marketing strategies.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.6 no.3
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• pp.147-175
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• 2011

The purpose of this study is to examine the effects of store choice criteria on customer satisfaction and store loyalty, and the moderating effects of customer emotions on the causal relationship between store choice criteria and customer satisfaction. In this regard, this study tries to identify the effects of store choice criteria on customer satisfaction and store loyalty in case of mass merchandisers, and to analyze the moderating effects of customer emotions on the causal relationship between store choice criteria and customer satisfaction. For this purpose, 300 customers, who have ever shopped at mass merchandisers, were surveyed and 246 valid responses were finally used for the data analysis. The results of this study are as follows. First, out of six store choice criteria, product factors, store reputation and physical environment turn out to have statistically significant effects on customer satisfaction. This result confirms those of the previous studies. On the other hand, store accessibility, subsidiary facilities and store atmosphere are not found to have statistically significant effects on customer satisfaction. This result is somewhat different from those of previous studies, and so further research on the subject needs to be carried out. Secondly, it turns out that customer satisfaction has a statistically significant effect on store loyalty, which is in line with the results of previous studies that perceived emotions affect customers' store attitudes which in turn influence their revisit intentions. Thirdly, as for the moderating effects of customer emotions on the relationship between store choice criteria and customer satisfaction, pleasure moderates the effects of store accessibility, subsidiary facilities and store atmosphere on customer satisfaction, arousal moderates the effects of product factors, subsidiary facilities and store reputation on customer satisfaction, and finally dominance moderates the effects of product factors and subsidiary facilities on customer satisfaction. These findings partially support the results of previous studies that customers' in-store emotional experiences such as feeling good or bad enhance their store loyalty.

• Proceedings of the Korea Contents Association Conference
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• 2012.05a
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• pp.167-168
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• 2012

본 연구는 중국의 대형할인점과 전통시장을 대상으로 점포이미지, 고객만족, 구매의도간의 관계에 대한 연구모형을 수립하고, 이들 변수들 간의인과관계를 규명하는데 주된 목적을 두었다. 설문조사를 통한 실증분석 결과를 통하여 대형할인점과 전통시장의 공통점과 차이점을 확인하였다. 따라서 본 연구결과는 마케팅이론은 물론 실무적인 측면에서 할인점과 전통시장의 마케팅전략 수립에 활용할 수 있는 유익한 시사점을 제공해 줄 수 있을 것이다.

• Asia Marketing Journal
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• v.1 no.1
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• pp.5.1-5.11
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• 1998

이 연구는 2차자료가 부족한 우리나라 슈퍼마켓 업체의 여건을 감안하여 간편하게 활용할 수 있는 입지분석 모델의 가능성을 탐구하였다. 연구모델은 두 가지 기준을 근거로 모두 네가지 모델을 설정하고 비교검토했다. 먼저 표본추출방법에 의해 내점객표본과 지역할당표본으로 분류하고, 이것을 다시 포함하는 변수의 범위에 따라 축소모델과 확장모델로 구분하였다. 공간상호작용모델의 추정에는 MNL(Multinomial Logit)방식을 이용했다. 분석결과 내점객표본으로 조사해서 얻은 응답자의 주거지와 주로 찾는 점포, 그리고 사전적으로 입수한 경쟁점포의 매장면적, 인접점포까지의 거리에 대한 자료만을 이용해서 추정한 가장 간단한 모델이 비교적 만족스러운 결과를 나타냈다.

• Distribution Business Review
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• no.2
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• pp.125-129
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• 2002

"대규모 할인점 하나가 들어서면 반경 5킬로미터 이내의 중소유통점포는 파리를 날린다." 한국수퍼마켓협동조합연합회에서 자회사인 (주)바로코사의 설립을 통해 신 유통혁신을 이루고자 할 당시의 시대상을 극명히 들어내는 말이다. 고객을 더 이상 단순한 구매행위에 만족하지 않았다. 쇼핑의 편리성, 다양성, 경제성, 오락성을 동시에 구가하길 바랬다.(중략)길 바랬다.(중략)

• 베이커리
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• no.11 s.400
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• pp.101-107
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• 2001

• Journal of the Korean Society of Costume
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• v.57 no.7
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• pp.1-14
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• 2007

This study investigates the differences between the satisfaction factors of store characteristics depending on on-line clothing store type and its satisfaction index. The collected data were analyzed by using SPSS 10.0 software with various techniques such as paired t-test, T-test, Cronbach's ${\alpha}$ reliability and factor analysis that use principal component analysis and Varimax orthogonal rotation were used. The results are summarized as follows: 1. By categorizing the level of on-line store characteristics satisfaction depending on its type, clarifies the differences between its satisfaction. The satisfaction rank of general merchandise store was as followed: searching and approaching system, buying process service, screen-displayed design, product, store credit. On the other hand, the satisfaction rank of general store was as followed: screen-displayed design, store credit, buying process service. 2. By analyzing the difference of satisfaction depending on the store type, it was found that general merchandise store was more satisfied with screen-displayed design, approaching and searching, whole payment process, the safety of payment and shipping service, security service when compared to specialty store. It was also found that specialty store was more satisfied with the variety of product, update of rare items, quality and price of product. 3. By analyzing the difference between the type of on-line clothing store satisfaction depending on age, in the case of general merchandise store, the result showed that people in their thirties were more satisfied with buying process service, store credit, customer management system when compared to twenties. In the case of specialty store, the result showed that people in their twenties were more satisfied with customer management service when compared to thirties, and when it came to buying process service, it was vice versa.

• Journal of the Korean Society of Clothing and Textiles
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• v.30 no.7 s.155
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• pp.1044-1053
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• 2006

The purposes of this study were to examine the effect of store satisfaction about fashion store and alternative store attraction on switching barrier perception and the moderating effect of variety seeking orientation. The questionnaire was administered to 450 women shopped in a department store in Gwan-ju during September, 12-26,2002. Data collected from 384 women were analyzed by using frequency, factor analysis, regression analysis, ANOVA and t-test by SPSS for WIN program. The result were as follows. First, the store satisfaction significantly influenced switching barrier perception. Second, the alternative store attraction significantly influenced switching barrier perception. Third, interaction effect between store satisfaction and variety seeking orientation was found out to be meaningful at switching barrier perception. Fourth, interaction effect between alternative store attraction and variety seeking orientation was found out to be meaningful at switching barrier perception.

• The Research Journal of the Costume Culture
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• v.16 no.6
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• pp.1008-1018
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• 2008

The purpose of this study was to examine the effects of consumption value, service quality, and customer satisfaction on store loyalty of beauty consumers. Using a questionnaire developed from previous studies, data were collected from 319 females at beauty stores located in Busan. They were analyzed by factor analysis, cluster analysis, ANOVA, and path analysis using SPSS 14.0 Program. Results showed that beauty consumers were classified into three groups by their consumption values; Subjective group, Practical group, and Epistemic group. There were a little differences among three consumer groups in the influence of perceived service qualities on consumer satisfaction. They suggest that the more satisfied with store services, consumers were the greater loyalty of beauty stores. Additionally, satisfaction of beauty consumers was a very important variable to develop the store loyalty. These findings would provide retailers and marketers related to beauty stores the informations encouraging consumer satisfactions and developing strategies of beauty stores.