• 유통과학연구
• /
• 제13권1호
• /
• pp.93-103
• /
• 2015

Purpose - This study plans to adopt a more sophisticated approach toward service recognition by customers in general supermarkets in order to revise the service quality measurement methods that suit the context of Korean distribution channels. In particular, in general supermarkets, where much of the shopping process is in the form of self-service, there is high reliance on the service recognized by the consumers; therefore, it is highly likely that consumers would make their purchasing decisions based on their recognition of service quality or guarantees. It also utilized service quality elements of a basic level in the KD-SQS development model in order to indicate that the quality recognized by consumers impacts their loyalty to the stores with financial value and abstract value. Research design, data, and methodology - The study suggested a theoretical model comprising 13 hypotheses on relations between theoretic variables, and conducted surveys with consumers using discount stores in Seoul and Gyunggi Metropolitan area in order to verify the hypotheses, while using SPSS 20.0, AMOS 21.0 as the verification program. The survey sheets used amounted to 332, and a structural equation model was used to analyze the reliability and validity of constituent elements and to verify the suggested hypothesis. Therefore, this study analyzes the interrelations between service quality and guarantee factors in the distribution channel and their relations with the loyalty to stores as a dependent variable. Results - First, the results of the hypotheses tests helped identify the relations between service quality, service guarantees, service value, and customer loyalty, providing an opportunity to define the relations between constituent elements. In particular, service convenience in service quality has no impact on financial values. Further, stores' service policy had no impact on abstract values. Service recognition by service convenience has an impact on abstract values such as good image, comfort, and usability, while mileage systems promote financial values for consumers. In order to improve consumer values in service quality and values, general supermarkets should improve their service convenience, membership, and mileage programs using various strategies. Conclusion - In order to improve consumer values in service quality and values, general supermarkets should improve their service convenience, membership, and mileage programs using various strategies. Further, as service guarantee systems have a significant and direct impact on customer loyalty, rather than customer value recognition, service guarantees should be used to encourage customers to re-visit the stores. Finally, this study applied the findings of preceding studies in terms of service quality measurement; it had limitations in referencing preceding studies in a comprehensive manner. It also had limits in expanding upon various preceding studies because it was difficult to apply new measurement tools due to the lack of service quality measurement tools for general supermarkets. Therefore, it is necessary to conduct more studies on service quality to measure service quality and develop measurement tools by incorporating various industry characteristics.

• Journal of Nutrition and Health
• /
• 제51권5호
• /
• pp.465-479
• /
• 2018

본 연구는 2017년도 제 13차 청소년건강행태온라인조사 자료를 활용하여 우리나라 청소년의 가당음료 섭취실태를 파악하고 가당음료 섭취와 인구사회학적 특성, 건강관련 행위, 심리적 특성 및 식습관과의 관련요인을 확인하기 위해 수행되었다. 가당음료 섭취빈도는 탄산음료, 고카페인 또는 에너지음료, 단맛이 나는 음료수에 대한 섭취빈도를 합산하여 산출하였으며, 주요 분석결과는 다음과 같다. 1. 인구사회학적 특성별 가당음료 섭취비율을 살펴보면 남학생과 여학생의 가당음료 섭취 비율의 차이를 나타냈으며, 중학생군과 고등학생군의 가당음료 섭취 비율에서도 유의미한 차이가 있었다. 아버지의 학력에서도, 주관적인 학업성적에서도 군간에 가당음료 섭취비율의 유의미한 차이를 보였다. 2. 건강행위별 가당음료를 섭취하는 비율은 흡연군과 비흡연군간에 차이를 나타냈으며, 음주군과 비음주군에서도 섭취 비율의 차이를 보였다. 또한 중강도 고강도운동 등의 신체활동군에서 비신체활동군과의 가당음료 섭취 비율의 유의미한 차이를 보였다. 3. 심리적 특성으로서 스트레스가 높거나 자살 생각 또는 슬픔이나 절망감을 경험한 군에서도 비경험군과 가당음료 섭취 비율이 다르게 나타났다. 4. 식습관 요인을 살펴보면 아침을 주 5일 이상 결식한 군과 비결식군간에, 패스트푸드, 라면, 과자를 일주일에 3회 이상 섭취 또는 편의점 슈퍼마켓 학교매점을 이용하여 식사를 한 경험이 일주일에 3회 이상 있는 군과 3회 미만인 군간에 가당음료 섭취비율의 차이를 확인할 수 있었다. 채소 반찬의 경우 매일 3회 이상 섭취한 군과 3회 미만으로 섭취한 군간에 가당음료 섭취비율도 유의미한 차이를 보였다. 5. 가당음료 섭취에 영향을 주는 요인을 알아보고자 로지스틱 회귀분석을 실시한 결과 여학생보다 남학생이, 중학생보다 고등학생이, 아버지의 학력이 낮을수록, 주관적인 학업성적이 낮을수록, 흡연이나 음주를 하는 학생이 가당음료를 섭취할 가능성이 높았다. 또한 스트레스가 심하거나, 자살 생각 또는 슬픔이나 절망감을 경험한 학생들의 가당음료를 섭취할 가능성이 높게 분석되었다. 또한 아침을 자주 결식하거나, 패스트푸드, 라면, 과자 등 건강하지 못한 식품을 섭취하거나, 편의점, 슈퍼마켓, 학교매점에서 저녁을 간단히 먹는 학생들에게서도 가당음료 섭취 가능성이 높은 것으로 나타났다. 이상의 결과를 종합해보면 우리나라 청소년들의 가당음료 섭취와 인구사회학적 요인, 건강관련행위, 심리적 특성 및 식습관 등 여러 요인들과 연관성이 있음이 관찰되었다. 이러한 가당음료 섭취는 영양적으로 가치가 낮은 반면 칼로리는 높아 비만을 유도하고 각종 질환의 원인이 될 수 있다. 현재 정부에서 청소년들의 당류섭취량을 줄이기 위해 학교 내 또는 학교주변 어린이식품안전보호구역에서 탄산음료 또는 고카페인 함유 음료 판매를 금지하고 있으나, 학생들의 자의적 선택에 의해서 가당음료를 마시지 않도록 하기 위해서는 학교 영양교사나 급식영양사에 의하여 당류 섭취 감소를 위한 주기적인 영양교육이 이루어져야 할 것으로 본다.

• 유통과학연구
• /
• 제13권2호
• /
• pp.85-94
• /
• 2015

Purpose - This study attempts to examine the impacts of consumers' perceived service convenience of retailers on various service performance metrics such as service quality and customer satisfaction. It also tries to investigate differences in the importance of service convenience dimensions on service performance between a department store and a general super market. Research design, data, and methodology - The four hypotheses in this study were proposed and tested. Two hypotheses were on the causal relationships between service convenience dimensions and service performances (service quality and customer satisfaction). The other two hypotheses were on comparisons for the effects of convenience dimensions on service quality and customer satisfaction between department stores and general super markets. To test the hypotheses, three department store chains (Hyundai, Lotte, and Shinsegae department Store) and three general super markets (E-mart, Homeplus, and Lotte mart) were involved. Overall, 510 usable responses were used. The data were analyzed using regression analysis. Results - The results largely support the hypothesized relationships of the proposed model. The results show that access convenience, transaction convenience, benefit convenience, and post-benefit convenience have positive influences on service quality, whereas decision convenience, access convenience, transaction convenience, benefit convenience, and post-benefit convenience have positive effects on customer satisfaction. Furthermore, the results show that there are differences between department stores and general super markets in the effects of benefit convenience and post-benefit convenience on service quality as well as the effects of transaction convenience and post-benefit convenience on customer satisfaction. Conclusions - The concept of service convenience is important in retail environments but little is known about this topic in retail literature. Specially, while service convenience dimensions have different impacts on service performance in distinct retail environments, there has been little investigation or comparison between retail types as regards service convenience. This study is the first to test the differences between distinct retail types (department stores and general super markets) on the service convenience-service performance links. Managerially, the findings of this study suggest that the service convenience management of retailers is an important part of successful service performance management. Because it is most important that both department stores and general super markets enhance benefit convenience to improve service performance, managers of both store types need to invest their resources to reduce consumers' perceived time and effort expenditures to experience the retailer's core benefits. Therefore, the results of this study suggest that retail stores should spend human and financial resources to enhance customer perceptions of service convenience, while also considering what constitutes the service outcome in the consumer's mind. Furthermore, the findings suggest that managers need to use different service convenience management tactics in department stores and general super markets. Specifically, managers in general super markets should pay more attention to benefit convenience and transaction convenience to achieve better service performance whereas managers in department stores should concentrate on post-benefit convenience to create customers' positive evaluation.