• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2006년도 춘계학술대회
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• pp.196-202
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• 2006

• 한국의류학회지
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• 제28권1호
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• pp.12-21
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• 2004

The purposes of this research were (1) to identify service quality and apparel quality in apparel stores, (2) to examine the influence of service quality, product quality and price on customer satisfaction, (3) to examine the influence of service quality, product quality, price and customer satisfaction on repurchase intention that is important feature of store patronage. The data was collected from 435 female students, career women, and house wives using questionnaire and analyzed by frequency analysis, factor analysis, reliability analysis and regression. The results of this research were as follows: (1) Service quality in apparel stores was divided into six factors: facilities and policy/ salesperson VMD/ after service/ impression and atmosphere/ promotion. (2) Product quality was divided into four factors: objective feature/ expressive feature/ wearing sensation/ fitness. (3) Service quality, product quality, price influenced customer satisfaction. (4) Product quality, price and customer satisfaction influenced repurchase intention directly, but service quality influenced repurchase intention indirectly. (5) Service quality factors that influenced customer to have repurchase intention were facilities and policy, salesperson, and VMD. (6) Product quality factors that influenced customer to have repurchase intention were objective feature and wearing sensation.

• 한국유통학회지:유통연구
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• 제11권4호
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• pp.97-124
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• 2006

본 연구에서는 소매전문점에서의 관계마케팅요인(고객화, 전문성, 커뮤니케이션, 유대)이 관계품질(신뢰, 만족) 및 점포충성도에 미치는 영향을 실증적으로 검정하였다. 그 결과 커뮤니케이션을 제외한 모든 관계마케팅요인이 관계품질에 긍정적인 영향을 미치고 있고 그 가운데 고객화가 관계품질 형성에 가장 높은 영향을 미치는 것으로 나타났다. 또한 소비자 특성변수(성별과 거래경험 및 다양성 추구성향)에 따른 조절효과에서는 관계마케팅요인에 따라 중요도에 차이는 있으나, 커뮤니케이션을 제외한 모든 관계마케팅요인이 관계품질에 긍정적인 영향을 미쳐 최종적으로 점포충성도를 형성하는 것을 확인할 수 있었다. 소매전문점은 고객과의 관계형성에 있어 대형점포보다는 유리한 조건에 있다. 그러므로 개별 고객들의 성향을 면밀히 파악하여 맞춤식 서비스를 제공하는 고객화와 고객들과의 관계형성을 위한 종업원의 전문성 및 유대관계가 소매전문점 고객의 점포충성도를 형성하는 중요한 요인임이 확인되었다.

• 복식문화연구
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• 제16권6호
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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.

• 한국의류학회지
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• 제30권1호
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• pp.48-58
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• 2006

The purposes of this study were to examine the effect of perceived service quality and symbolic store image on store loyalty in apparel product purchasing and the moderating effect of hedonic shopping orientation. 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, factor analysis, regression analysis, ANOVA and t-test by SPSS for WIN Program. The results were as follows. First, consumers' perceived service quality was composed of three factors; product & environment service, sales person's customer oriented service, store policy service factor. Consumers' symbolic store image was composed of three factors; status symbol, favorability. credibility (actor. Second, the perceived service quality significantly influenced store loyalty. Third, the symbolic store image significantly influenced store loyalty. Fourth, interaction effect between perceived service quality and hedonic shopping orientation was found out to be meaningful at store loyalty. Fifth, interaction effect between perceived store image and hedonic shopping orientation was found out to be meaningful at store loyalty.

• 한국의류학회지
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• 제32권10호
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• pp.1548-1558
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• 2008

The goal of this study was to investigate the impacts of service quality, product quality, and perceived price on store loyalty of the clothes shops at a large-scale discount store. 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 verified the relationships between the constructs. Among the five hypotheses set in the research model, total four were selected through empirical analysis and the rest one were rejected. The empirical results showed the following managerial implications. First, consumer' perceived service quality has a positive relationship with store image and store loyalty. Second, product quality has a positive relationship with store image. Third, store image has positively related with store loyalty. Fourth, perceived price has not significantly related with store loyalty. Finally, store image in large-scale discount store is 'sales people', 'VMD/atmosphere', and 'assortment' on forming the store image. Especially, 'assortment', 'oust and friendship', and 'symbol' have significantly related with store loyalty.

• 한국콘텐츠학회논문지
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• 제13권11호
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• pp.366-381
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• 2013

본 연구에서는 식품소매점을 대상으로 브랜드다양성, 상품품질, 보증, 종업원서비스, 물리적환경 등 점포 이미지 구성요인과 만족, 신뢰 및 충성도 간의 구조적 인과관계를 확인하였다. 설문은 식품소매점에서 최근 1년 간 구매경험이 있는 소비자를 대상으로 표본을 추출하였다. 수집된 자료는 SPSS 19.0과 AMOS16.0 통계패키지를 이용하여 연구가설을 검증하였다. 연구결과는 다음과 같다. 첫째, 상품품질 및 종업원서비스는 만족과 신뢰에 영향을 미치었지만, 물리적환경은 만족에만 영향을 미치었다. 둘째, 어떠한 점포이미지 구성차원도 충성도에는 직접적인 영향을 미치지 않았다. 셋째, 만족은 신뢰 및 충성도에 영향을 미친 반면, 신뢰는 충성도에 영향을 미치지 않는 것으로 확인되었다. 따라서 점포이미지를 통해 고객의 충성도를 구축하기 위해서는 만족과 신뢰 등 관계품질을 향상시켜야 하며, 궁극적으로 충성도를 형성하는 변수들을 중심으로 점포이미지를 형성해야 할 것이다.

• 한국가정과학회:학술대회논문집
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• 한국가정과학회 2002년도 학술대회
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• pp.41-41
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• 2002

• 대한가정학회:학술대회논문집
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• 대한가정학회 2005년도 제58차 춘계학술대회
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• pp.71-71
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• 2005

• 한국의류학회지
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• 제27권8호
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• pp.935-945
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• 2003

This study attempts to understand perceived switching barriers of customers and fashion stores service quality as a core of store loyalty. Medium variations of switching barriers are interpersonal relationships, attractiveness of alternatives and switching costs. Date were collected from 485 subjects who finished their shopping with a self-administered questionnaire. The results were as follows: 1. Classified service quality of clothing stores into 4 ways: VMD of stores or atmosphere, store policy which are involved in store service, sales persons respond and sales persons conviction which are involved in sales service. 2. Service quality of fashion stores is related with switching barrier medium variations. 3. Service quality have an influence on switching barrier medium variations. Its mutual influences increase switching barriers and it gets to be related to the store loyalty. 4. Compared influences of variations to store loyalty between the H department store and the L department store which are research objects. The main difference is that the H department store evaluated personal relationships among service quality, customers and sales persons high compared with the L department store. As the results showed, service quality consists of store service of nonpersonal service area and sales service of personal service. Service quality is related with interpersonal relationships, attractiveness of alternatives and switching costs. It also affects switching barriers and store loyalty.