• The Journal of Information Systems
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• v.14 no.2
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• pp.293-317
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• 2005

Female customers form a major customer group for Internet shopping and their trust on Internet stores seems to be significantly related with their transactions. This paper focuses on female customers' trust on Internet stores, hypothesizing that online service quality has a positive impact on trust and that trust, in turn, together with service quality has a positive effect on loyalty. We investigate trust from three dimensions(benevolence, integrity, and ability) and at the same time, unlike existing research, treat service quality to have five dimensions (intangibles, reliability, responsiveness, assurance, and empathy) as known in SERVQUAL(Parasuraman et al., 1988). Survey data is obtained from the female college student sample. Our research model is justified in terms of construct validity, internal consistency, and goodness of fit. Research hypotheses are tested using SEM(Structural Equation Modeling). The results are as follows: First, assurance and empathy dimensions of service quality have significant impacts on benevolence/integrity dimension of trust. Second, out of the five service quality dimensions, only assurance has a positive effect on ability dimension of trust. Third, assurance dimension of service quality and ability dimension of trust are positively related with customer loyalty. The most important factors for female customers' loyalty are found to be assurance(service quality) and ability(trust). The significance of assurance is in line with findings from existing research. But its relationship with the trust dimensions is uncovered in this research, and the only dimension that impacts on ability is assurance. We find that female customers build trust about internet stores based on their ability rather than on their benevolence/integrity and that the female customers' perception on the internet stores' ability can be improved by higher service quality from the aspect of assurance. Importantly enough, these findings offer practical guidelines to Internet stores to boost female customers' loyalty.

• Journal of the Korean Society of Clothing and Textiles
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• v.39 no.5
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• pp.714-727
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• 2015

This study investigated consumers' clothing expense, consumer innovativeness and perceived risk to the channel type they frequently purchase fashion products and compared the relationship between the variables. A survey of male and female college students was conducted and 367 responses were analyzed using descriptive statistics, chi-square analysis, two-way ANOVA, factor analysis, reliability analysis, and correlations. Female consumer clothing expenses were high compared to male consumers, and clothing expenses of consumers using department stores and independent banded stores were high compared to those using internet shopping malls. The sub-dimensions of consumer innovativeness were determined as adventure-oriented, unique-oriented, and change-oriented, and female consumers have characteristics more unique-oriented and change-oriented. In the case of female respondents, unique-oriented innovativeness was highest for department store customers, while the male customer of non-branded stores showed the highest unique-oriented innovativeness. Perceived risk indicated the highest score from the customers of internet shopping mall. Department stores were recognized as reliable by female department store customers. Clothing expenses and consumer innovativeness dimensions showed significantly positive correlations; in addition, the relation between clothing expense and perceived risks were significantly negative. Consumer innovativeness and perceived risks have positive relations.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.04a
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• pp.8-13
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• 2006

In this paper, we try to find success factor to satisfy Female Customer of a Family Restaurant We survey Female Customers Requirement and make a Questionnaire based on Female Customer by interview and internet Homepage. We find Potential customer satisfying factor by using Kano Analysis and Timko's CS coefficient and Potential Customer Satisfactionv improvement Index(PCSI) which is suggested by Leem represents how much a service feature can increase the degree of customer satisfaction when the service feature is fully fulfilled. We also discuss how to use this result, we hope our result to apply customer satisfying many fields not only Family Restaurant.

• Journal of the East Asian Society of Dietary Life
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• v.16 no.2
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• pp.156-164
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• 2006

The purposes of this study were to examine bakery cafe use and to identify differences according to gender and age. The questionnaires developed for this study were distributed to 320 males and females aged 20 and over in Seoul. A total of 285 questionnaires were used for analysis(89.1%) and the statistical analyses were completed using SPSS Win (12.0) for descriptive analysis and $x^2-test$. Over 80% of customers used bakery cafes once a month or less, and female customers visited more often than males. The main reasons for using bakery cafe were to chat and then, to buy and eat bakery products. There was a significant difference by age. Average time consumed at a bakery cafe was usually under 1 hour and 30 minutes. Female and younger customers stayed longer than male and older customers, respectively. The majority of customers(85.6%) were accompanied by 2 or less guests and there was no significant difference between the groups. The expenses per person per visit were usually $3,000won{\sim}10,000won$, and the percentage of customers who spent at least 15,000 won was highest in those aged 41 and more. The groups with different gender and age also differed in their choices of products. Customers who are female or under 41 years old used coffees or beverages more often than other group customers. There was no significant difference in understanding on bakery cafe between groups, and 64.9% of respondent answered that they understood bakery cafe as a complex of bakery and cafe. Overall, for early settlement and development of the bakery cafe industry, it seems very important to establish marketing strategy that meets target customers' needs on the basis of understanding their patterns of bakery cafe use.

• Korean Journal of Community Nutrition
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• v.13 no.5
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• pp.693-700
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• 2008

The purposes this study were to a) analyze the revisiting ratio of resting customers after issuing online coupons, b) compare the characteristics of coupon redemption customers with non-redemption customers. For this study, the customers of M restaurant who did not revisit during the last 8 months were classified as 'resting customers', totaling 4,052 customers. The online coupons, valid for 9 months, were sent via e-mail to those customers. After that, the data collected from those who redeemed the coupon in September 2006 was utilized. As a result of sending the coupon to 4,052 resting customers, 1,288 customers redeemed the coupon during the study period, showing relatively high redemption ratio (31.6%). The average check of customers with the online coupon was decreased by 22% compared with customers without the coupon, but the party size remained almost the same, 2.6 customers, and also the redemption ratio was increasing as the expiration date of the coupon was approaching. The redemption ratio of female (35.3%) was much higher than male (19.2%), representing higher redemption possibility of the female customers by issuing the coupon. The redemption ratio of the twenties (69.1%) was obviously higher than other age groups. Also, the non-redemption ratio of other groups except the twenties was higher than the redemption ratio. The redemption ratio of low-educated was higher, under college degree (58.6%), college degree (35.4%), and over college degree (16.6%). Following the result of the average visiting frequency of redemption customers during last the 8 months was 4.2, the frequency of non-redemption customers was 9.8. The total average visiting of non-redemption customer was 10.5, and that of redemption customers was 8.6. Customers who visited the restaurant less frequently in the past have higher possibility to revisit after receiving the coupon.

• Journal of Fashion Business
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• v.26 no.1
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• pp.92-104
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• 2022

The nail service field, which has emerged as a new trend in the beauty industry, is showing rapid growth compared to other beauty fields. As nail beauty services become more common and popular, studies on related fields are also actively progressing, but most of the research has been focused on changes on self-esteem. In addition, most of the preceding studies are centered on female customers, thus, there is little data on male customers that are increasing recently. This research aims to provide customized marketing data to the nail beauty service industry by analyzing the psychological characteristics of the customers and their motives by selecting self-esteem and confidence as factors. First, the customers' confidence and self-esteem were classified into a group with high and low confidence and self-esteem, and as a result of analyzing the difference in service pursuit benefits and revisit intentions, there were significant differences in mood change, professionalism, health hygiene, aesthetics, and revisit. Second, as a result of analyzing the effect of the service pursuit benefits of male and female customers on the revisit intention, it was found that only health and hygiene had a significant effect on the revisit intention. Female customers also had a significant influence on their revisit intention, which is judged to have a significant effect on male customers' revisit intention because most of the main management is cuticle cleaning, callus management, and problematic nails.

• The Research Journal of the Costume Culture
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• v.11 no.1
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• pp.103-117
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• 2003

The aim of this study was to identify dimensions of salesperson´s effort according to older female(55+) customer's and fashion store salesperson's perspective and to examine what kind of effort dimensions are assessed to be more important than others. As a method, both literature review and empirical research were made. This study was performed in three stage from December in 2001 to May in 2002. For exploratory step. In-depth interview and observation study were done for gathering responses related to salesperson´s effort. in pilot study, 83 older female customers were surveyed and the data was analyzed in order to develop questionnaire. In the main research. 202 older female customers and 103 fashion store salespersons were surveyed in order to identify the dimensions of salesperson's effort. Statistical analyses were performed with SAS program using factor analysis. cronbach´a mean, t-test. paired t-test and multiple regression analysis. The results of this study were as follows. First, 5 factors was selected for the dimensions of salesperson´s effort in customer´s perception; friendliness, attentiveness. product competence. effective access and special treatment. Second, 5 factors was selected for the dimensions of salesperson's effort in salesperson´s performance; friendliness/ attentiveness. product competence. effective access. communication, and purchase exaction. Third. dimensions of salesperson's effort were different according to customer and salesperson's characteristics. Last, there were significant differences in the salesperson's efforts between customers´perception and salespersons´Performance.

• Culinary science and hospitality research
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• v.8 no.3
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• pp.91-106
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• 2002

To achieve these goals constituent dimensions and structural elements of the Japanese restaurants service quality are being investigated through the review of the food service industry and service. The survey about the importance and the Japanese restaurants was also conducted with a questionnaire to identify the tendency of customers who visited restaurants. These results and satisfactions hypotheses are being tested in the restaurant and the empirical research aye both conducted to achieve time research purposes. Japanese restaurants, located in the metropolitan area, are being selected as the object limits of the survey. Eighty-seven questionnaires are being distributed three kinds restaurants which means total 250 for all, and from which 230 are being analyzed. Frequency and $\chi$$^2$test were applied for the general matters and the conditions of object while Cronbach's Alpha coefficient and factor analysis were applied for reliability and validity. t-test was attempted to fine the importance and the satisfaction of the service quality. Also ANOVA was utilized. After examining the results of this survey, few facts were apparent. First the number of male ana female customers in the Japanese restaurants are divided evenly in about 55% of male customers and 45% of female customers. However, these people have a wide variety of jos. Another evident fact present on this survey shows that customers eating at a less expensive restaurants have a income of 1,000,000 won where as the expensive or high-end restaurants have customers with higher income than average. The price sensitive customers studied in this survey shows that they spend on average 30,000 to 70,000 won per person in the less expensive establishments. Therefore, with some service quality restructuring, application of new systems and ideas these restaurants could efficiently maximize their profit margin. Customers also showed that lower prices in lunch time would be an appealing incentive to deviate from standard lunch time 〈12:00~13:00〉and menu specials would be of interest to deviate from busy dinner time. In conclusion, since restaurants in the middle range category are not so many restaurants in lower range have a chance to maximize their profit. This study clearly shows that even the lower-end restaurants could raise their profit margin by incorporating new marketing techniques and by improving the service level of their restaurants.

• The Korean Journal of Franchise Management
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• v.11 no.4
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• pp.17-29
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• 2020

Purpose: As the untact culture has spread due to the recent COVID-19, the service industry as well as the beauty salon is shrinking. In order to overcome such a crisis in beauty salons, the lower dimension of beauty salon service quality is divided into servicescape, technical service, and employee service, and actions are taken with the 'perceived value of the customer' as a parameter. In this study, S-O-R(Stimulus-Organism-Response) theory was applied for customer-centered analysis, and gender and regularity were selected as moderator variables to add practical implications. Research design, data, and methodology: All constructs were measured using items developed and used in the previous study. A total of 261 questionnaires were collected online using NaverForm. The data were analyzed using factor analysis, correlation analysis, and measurement model analysis with SPSS 22.0 and AMOS 22.0. After testing the research model and hypothesis for the entire group, a multi-group analysis was conducted by dividing into male and female groups, regular customers, and non-regular customers. Results: First, this study showed that the service environment of beauty salon customers had a negative (-) effect on perceived utilitarian value, and the technical service and perceived hedonic value had a positive (+) effect on the customer's behavioral intention. Technical service and employee service had a positive (+) effect on perceived hedonic value, but perceived hedonic value did not affect customer's behavioral intention. Second, there is no statistically significant difference in each path between male and female groups. Third, there was a statistically significant difference between regular customers and non-regular customers, only the path that the servicescape influences the perceived hedonic value. Conclusion: According to the results of this study, technical service and utilitarian value should be considered in order to induce behavioral intention of customers, and technical service quality should be considered first. Also, operating a beauty salon requires a differentiated approach to the salon servicescape according to the ratio of non-regular and regular customers. The beauty salon servicescape generally showed negative practical value for non-regular customers, but positive for the Hedinic value for servicescape such as comfortable service and clean interior for regular customers.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.10
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• pp.811-822
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• 2020

This study investigates the gender differences in determinants of customers' satisfaction when purchasing online beauty and cosmetics products in Vietnamese market. To do so, we construct a data set via online survey of 419 Vietnamese customers including both males and females, and examine such sample using t-tests and multiple regressions. Our regression model is constructed based on our five-construct model including online shopping experience, customer service, external incentives, security and privacy, and personal characteristics. The t-tests results reveal that the mean difference of customer satisfaction (negative coefficient) between the two groups of customers (females and males) is statistically significant. This suggests that the purchasing satisfaction of male customers is significantly higher than that of their female counterparts. Similarly, we also find that male customers are more satisfied with their online shopping experience, customer service and external incentives offered by the online sellers than female peers. Furthermore, regression results for full sample show that, on average, the online shopping experience, customer service and external incentives are significantly and positively related to customer satisfaction. Yet, such positive effect of customer service on customer satisfaction is more likely for males while females' satisfaction is more positively influenced by security and privacy.