• Korean Journal of Organic Agriculture
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• v.18 no.3
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• pp.315-329
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• 2010

This study focused on analysis of the satisfaction level of specialty shops for environment-friendly agricultural products (EFAP). To analyze the satisfaction level of EF AP, a series of household surveys were conducted. Questionnaire was prepared on the basis of the SERVQUAL model and the structural equation modeling was made on the basis of the contents surveyed. The main results of this study are summarized as follows. Firstly, tangibles structured with store clearance, neat uniform, information and others is the factor of service quality satisfaction. Secondly, reliability structured with service practice, problem solving, and service in accurate time is the factor of service quality satisfaction. Thirdly, assurance structured with the reliability of employees, sufficient knowledge of employees, courteous and good manner is the factor of service quality satisfaction. Fourthly, responsiveness structured with prompt service, voluntary help, customer response service and the like is the factor of service quality satisfaction. Fifthly, the sympathy structured in interest for each customer, provision of service in time convenient to use, encountering the customers with genuine feeling are the factors of service quality satisfaction. And sixthly, the service satisfaction factors would influence on the consumer behavior factors.

• Journal of the East Asian Society of Dietary Life
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• v.26 no.6
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• pp.473-480
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• 2016

As the lifestyle of people today is evolving, the desire for convenient but nutritious food to replace home-cooked meals is increasing. As the market for Home Meal Replacement (HMR) has already reached 17 hundred billion Won, many studies on HMR selection attributes have been conducted, using traditional Importance-Performance Analysis (IPA). However, it was found that traditional IPA had some limitations. Therefore, the study used both traditional and the Revised IPA to examine the selection attributes of HMR sold at large discount store to compare outcomes. The results of the study show that by using the Revised IPA, many attributes differed from those found by the traditional IPA. Consequently, the study revealed aspects that have both linear and nonlinear relationships with customer satisfaction. Implications of this study could provide the foundation of business strategies for HMR manufacturers.

• Korean Institute of Interior Design Journal
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• v.22 no.6
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• pp.119-129
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• 2013

For commercial inner space, studies about brand communication and VMD to inform brand identity to customers are very important. Accordingly, the study conducted questionnaire survey about 'emotional reaction, brand recognition, brand communication and satisfaction on VMD expressional elements' of customers and brand-related personnel on the ZARA flagship store. Through analysis of difference of evaluation on surveyed items between customers and brand personnels, importance of direction of VMD design applying brand communication which can satisfy customers and application of brand communication was verified. Specific results of the research are as follows: First, comparing brand personnel's expectation of recognition of their brand from customers, substantial level of recognition of brand by customers was lower. It is necessary for improvement through consumer analysis in order to raise brand recognition. Second, as the result of analysis of emotional reaction on VMD, it needs to lead customers to positive emotional reaction close to the brand plan intention by inducing 'exciting and sensational' brand concept to emotional reactions through comprehensive VMD image management and leading to 'free and convenient' emotional reaction and then communications with customers and minimizing emotional differences. Third, for brand communication and creation of 'interest', intention of ZARA, it needs to get maximum communicative effects with 'young' VMD design. Fourth, for satisfaction survey on VMD expressional elements, customers was less satisfied than brand personnel. Accordingly, in order to raise customers' satisfaction, show windows, entry, mannequins and objets should be planned with priority and it should also satisfy customers through communications with customers including advertisement and marketing.

• Culinary science and hospitality research
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• v.17 no.4
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• pp.169-184
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• 2011

This study tried to know the effect of selection attributes for chicken specialty stores on customer satisfaction and loyalty. IPA analysis on relation between the attributes and the satisfaction showed that most quality-related product attributes such as 'the taste and quality of chicken', 'proper portion', and 'fresh ingredients' had high levels of perceived importance and satisfaction. It indicates that the stores need to keep the current good quality. On the other hand, customers showed lower levels of satisfaction in 'reasonable prices', 'quick delivery'(certainty factors), and 'kindness of employees', so that those attributes need improving. The hypothesis testing showed that supplementary product factors such as 'side dishes offered with chicken', 'use of neat and convenient wrapping package', and 'coupon offers' among the customer selection attributes had a significant impact on customer satisfaction and loyalty. Therefore, the owners of chicken specialty stores need to choose a reasonable price to make customers satisfied and shorten delivery time directly related to quality. Also, they need to differentiate their services by continuous employee training and education and provide additional services in order to enhance customer satisfaction for their repurchase.

• Journal of Digital Contents Society
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• v.19 no.6
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• pp.1043-1050
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• 2018

As the cconvenience economy of food culture becomes more widespread and the consumption trends for easy and convenient meals grew, every food company is making their various efforts to provide better service. Along with this change, various methods have been allowed for quick and easy ordering. Especially, the introduction of kiosk systems with various merits such as reduction of queues for cashes, saving labor costs, and smoothness of business processes have been actively growing recently. If kiosk system provides not only order but also systematic contents and interface design considering differentiated identity from other companies, brand image enhancement and customer service strategy would be available as well. A kiosk GUI design for effective interactions that provides more usability and satisfaction to users by analyzing the structure and contents of kiosks in fast food stores and GUI designs and investigating usage patterns and design preferences of kiosks through user surveys.

• Journal of Korean Society of Rural Planning
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• v.19 no.3
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• pp.13-24
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• 2013

With the increase of visitors to rural tourism villages, the direct selling at sites is getting vitalized. Accordingly, their display stores is getting more important. Therefore, this study has selected 30 domestic rural tourism villages as study objects for the attitude survey of 200 farming suppliers and the site examination for the designs of those display stores in order to analyze their status and classify the types of necessity. Such operation status as sale item, sale method, method of supply and demand, major customer, sales scale, manager, opening hour, and operation cost were examined, to identity and for design factors the pattern, material quality and color were investigated. For the attitude of farming suppliers, the tactics of sales, the reason for being positive or negative, the functionality and the features of display stores were examined through brainstorming. IBM SPSS Statistics 20 Program was employed for Frequency, which indicated that village chiefs and store managers with the sales scale of 1 to 20 million won are dealing with female customers in their 40's and 50's and that those stores are open at the time of experience or year round without any operation expense. Permanent type and Fixed type were found to be the design factors of the display-case type with the material and the color of wood and orange respectively. The result of investigation analysis of farming suppliers' attitude showed the followings: the need of display stores is quite high, structure type and permanent type have high fitness and from the viewpoint of display-on-table type as a standard moving type was very convenient. The analysis of significant items at the characteristics of those display stores revealed that their locations, quality conservation, sanitation, users' convenience, designs and promotion are very important. The result of status analysis revealed that though there is a correlation among the types of display stores depending on the visiting season of tourists their installing is not desirable. Three types have been analyzed: Type 1 is a structure type only in the villages with continuous visitors, Type 2 a moving-table type only in the villages with temporary visitors and Type 3 is a fixed display-case type.

• Journal of Intelligence and Information Systems
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• v.17 no.4
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• pp.255-277
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• 2011

Product Service System(PSS), which is an integrated combination of product and service, provides new value to customer and makes companies sustainable as well. The objective of this paper draws Critical Successful Factors(CSF) of PSS through multiple case study. First, we review various concepts and types in PSS and Platform business literature currently available on this topic. Second, after investigating various cases with the characteristics of PSS and platform business, we select four cases of 'iPod of Apple', 'Kindle of Amazon', 'Zune of Microsoft', and 'e-book reader of Sony'. Then, the four cases are categorized as successful and failed cases according to criteria of case selection and PSS classification. We consider two methodologies for the case selection, i.e., 'Strategies for the Selection of Samples and Cases' proposed by Bent(2006) and the seven case selection procedures proposed by Jason and John(2008). For case selection, 'Stratified sample and Paradigmatic cases' is adopted as one of several options for sampling. Then, we use the seven case selection procedures such as 'typical', 'diverse', 'extreme', 'deviant', 'influential', 'most-similar', and 'mostdifferent' and among them only three procedures of 'diverse', 'most?similar', and 'most-different' are applied for the case selection. For PSS classification, the eight PSS types, suggested by Tukker(2004), of 'product related', 'advice and consulancy', 'product lease', 'product renting/sharing', 'product pooling', 'activity management', 'pay per service unit', 'functional result' are utilized. We categorize the four selected cases as a product oriented group because the cases not only sell a product, but also offer service needed during the use phase of the product. Then, we analyze the four cases by using cross-case pattern that Eisenhardt(1991) suggested. Eisenhardt(1991) argued that three processes are required for avoiding reaching premature or even false conclusion. The fist step includes selecting categories of dimensions and finding within-group similarities coupled with intergroup difference. In the second process, pairs of cases are selected and listed. The second step forces researchers to find the subtle similarities and differences between cases. The third process is to divide the data by data source. The result of cross-case pattern indicates that the similarities of iPod and Kindle as successful cases are convenient user interface, successful plarform strategy, and rich contents. The differences between the successful cases are that, wheares iPod has been recognized as the culture code, Kindle has implemented a low price as its main strategy. Meanwhile, the similarities of Zune and PRS series as failed cases are lack of sufficient applications and contents. The differences between the failed cases are that, wheares Zune adopted an undifferentiated strategy, PRS series conducted high-price strategy. From the analysis of the cases, we generate three hypotheses. The first hypothesis assumes that a successful PSS system requires convenient user interface. The second hypothesis assumes that a successful PSS system requires a reciprocal(win/win) business model. The third hypothesis assumes that a successful PSS system requires sufficient quantities of applications and contents. To verify the hypotheses, we uses the cross-matching (or pattern matching) methodology. The methodology matches three key words (user interface, reciprocal business model, contents) of the hypotheses to the previous papers related to PSS, digital contents, and Information System (IS). Finally, this paper suggests the three implications from analyzed results. A successful PSS system needs to provide differentiated value for customers such as convenient user interface, e.g., the simple design of iTunes (iPod) and the provision of connection to Kindle Store without any charge. A successful PSS system also requires a mutually benefitable business model as Apple and Amazon implement a policy that provides a reasonable proft sharing for third party. A successful PSS system requires sufficient quantities of applications and contents.

• The Journal of Industrial Distribution & Business
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• v.1 no.1
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• pp.5-12
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• 2010

The retail business of drugstore was introduced to Korea for the first time 10 years ago. Since Olive Young introduced a retail store in the name of drugstore in 1999 for the first time in Korea, new distribution channel combining drugstore, cosmetic products and dairy products, etc has been made. At initial stage, the new distribution channel grew up slowly because of low specialty and economic stagnation. However, the three big distribution channels, that is to say, Olive Young (CJ), Watsons (GS) and W Store (Kolon Well Care), etc, were established to produce new distribution system following large-scaled discount stores as well as convenience stores. The purpose of the study is to investigate ways making Korean style drugstore be new retail business in addition to traditional markets, department stores, E-Mart and other general super markets and to examine problems preventing the drugstore from being promoted and to find out solutions. The speciality retailers that is called a category killer attacking department stores as well as marts is expanding market quickly. New consumption trend that gives priority to wellbeing is being expanded in accordance with high level of standards of living life: The drugstore is thought to be new alternative of distribution because it keeps special products. Young ladies who are main customers of drugstores respond to the trend sensitively to have more buying power that is thought to be promising. And, consumers' desire has become concrete and special. This is because consumers want not only convenient shopping but also special shopping system that is current trend. These days, so called Multi-shop and Total shop and other special shops have been recently opened. Special multi-shop has been concentrated on fashion product and miscellaneous goods so far: Health total wellbeing shop shall be popular in accordance with wellbeing trends. Drugstores can play an important role. Drugstores were opened for the first time ten years ago. In particular, Olive Young succeeded in going into the black after making efforts for a long time by many persons. Drugstores could succeed in the business owing to many persons in the past as well as customers who liked drugstores. However, drugstores once lost ways and recorded poor business results. The three drugstores, that is to say, Olive Young, Watsons making efforts to go into the black and W-Store pursuing traditional drugstore shall compete each other and make effort to satisfy customers' desire. In that way, the three drugstores can be assured of present business as well as future business. The consumers' demand trend has become special at sub-division so that drugstores that can satisfy the demand can succeed in the business. Large businesses may be more interested in the 4th generation retail business to produce good income and to have bright future. Drugstore business and market are likely to expand and develop owing to large business' participation in drugstore business. Drugstores expanded shop at Seoul and Gyeonggi-do until middle of 2000. Drugstore business at station sphere in Seoul and Gyeonggi-do that have high ratio of temporary population has low customer loyalty to have limitation on continuous growth. Since 2009, drugstores have opened new shops at local towns: From the year of 2010, drugstores need to establish multiple shop strategy by accelerating business speed and to allow customers to drop in the shop anywhere in the nation and to enter consumers' life deeply, so that they can strengthen business base definitely. Drugstores need to have price competitiveness to have multiple shop opening strategy and to satisfy consumers and to supply high quality services that is future subject to solve. And, Olive Young and Watsons that are Korean style drugstore need to keep system in order and to strengthen substance as Korean style drugstore and to expand marketing, so that they can get business outcome within 5 years that was done 10 years before and they become the 4th generation retail business. The study had difficulties at collecting material from the three drugstore because of poor cooperation. And, the author had great difficulty at collecting statistical material that was made in disorder. Further effort is needed considering such problems.

• Journal of Global Scholars of Marketing Science
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• v.18 no.3
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• pp.1-25
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• 2008

Ⅰ. Introduction Retailers in the 21st century are being told that future retailers are those who can execute seamless multi-channel access. The reason is that retailers should be where shoppers want them, when they want them anytime, anywhere and in multiple formats. Multi-channel access is considered one of the top 10 trends of all business in the next decade (Patricia T. Warrington, et al., 2007) And most firms use both direct and indirect channels in their markets. Given this trend, we need to evaluate a channel equity more systematically than before as this issue is expected to get more attention to consumers as well as to brand managers. Consumers are becoming very much confused concerning the choice of place where they shop for durable goods as there are at least 6-7 retail options. On the other hand, manufacturers have to deal with category killers, their dealers network, Internet shopping malls, and other avenue of distribution channels and they hope their retail channel behave like extensions of their own companies. They would like their products to be foremost in the retailer's mind-the first to be proposed and effectively communicated to potential customers. To enable this hope to come reality, they should know each channel's advantages and disadvantages from consumer perspectives. In addition, customer satisfaction is the key determinant of retail customer loyalty. However, there are only a few researches regarding the effects of shopping satisfaction and perceptions on consumers' channel choices and channels. The purpose of this study was to assess Korean consumers' channel choice and satisfaction towards channels they prefer to use in the case of electronic goods shopping. Korean electronic goods retail market is one of good example of multi-channel shopping environments. As the Korea retail market has been undergoing significant structural changes since it had opened to global retailers in 1996, new formats such as hypermarkets, Internet shopping malls and category killers have arrived for the last decade. Korean electronic goods shoppers have seven major channels : (1)category killers (2) hypermarket (3) manufacturer dealer shop (4) Internet shopping malls (5) department store (6) TV home-shopping (7) speciality shopping arcade. Korean retail sector has been modernized with amazing speed for the last decade. Overall summary of major retail channels is as follows: Hypermarket has been number 1 retailer type in sales volume from 2003 ; non-store retailing has been number 2 from 2007 ; department store is now number 3 ; small scale category killers are growing rapidly in the area of electronics and office products in particular. We try to evaluate each channel's equity using a consumer survey. The survey was done by telephone interview with 1000 housewife who lives nationwide. Sampling was done according to 2005 national census and average interview time was 10 to 15 minutes. Ⅱ. Research Summary We have found that seven major retail channels compete with each other within Korean consumers' minds in terms of price and service. Each channel seem to have its unique selling points. Department stores were perceived as the best electronic goods shopping destinations due to after service. Internet shopping malls were perceived as the convenient channel owing to price checking. Category killers and hypermarkets were more attractive in both price merits and location conveniences. On the other hand, manufacturers dealer networks were pulling customers mainly by location and after service. Category killers and hypermarkets were most beloved retail channel for Korean consumers. However category killers compete mainly with department stores and shopping arcades while hypermarkets tend to compete with Internet and TV home shopping channels. Regarding channel satisfaction, the top 3 channels were service-driven retailers: department stores (4.27); dealer shop (4.21); and Internet shopping malls (4.21). Speciality shopping arcade(3.98) were the least satisfied channels among Korean consumers. Ⅲ. Implications We try to identify the whole picture of multi-channel retail shopping environments and its implications in the context of Korean electronic goods. From manufacturers' perspectives, multi-channel may cause channel conflicts. Furthermore, inter-channel competition draws much more attention as hypermarkets and category killers have grown rapidly in recent years. At the same time, from consumers' perspectives, 'buy where' is becoming an important buying decision as it would decide the level of shopping satisfaction. We need to develop the concept of 'channel equity' to manage multi-channel distribution effectively. Firms should measure and monitor their prime channel equity in regular basis to maximize their channel potentials. Prototype channel equity positioning map has been developed as follows. We expect more studies to develop the concept of 'channel equity' in the future.