• 유통과학연구
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• 제13권10호
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• pp.101-108
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• 2015

Purpose - The convenience store business sector in South Korea has contributed to economic growth and job creation, and the growth potential of this market segment remains very high. In addition, service value is a more important factor than price in determining purchase intention. Research in the convenience store market is relatively very low compared to other retail sectors. In particular, research on service quality for the convenience of retailers who examine and analyze customer behavior and service quality factors used in the convenience store side of the situation is very inadequate. We have investigated the relationship of store service quality, service satisfaction, and store loyalty. In addition, we have examined the way service value moderates the relationship among these variables. Research design, data, and methodology - The questionnaire was developed using modified and supplementary questions based on the KD-SQS and RSQS models. The study suggested a theoretical model composed of 15 hypotheses on the relations between theoretic variables, and surveys conducted with consumers in discount stores in the Seoul and Gyunggi Metropolitan area in order to verify the hypotheses. We used the SPSS/PC statistical packages to analyze the results. The number of surveys used was 227. Moreover, a structural equating model was also used to analyze the reliability and validity of the composing elements and to verify the suggested hypotheses. Results - The overall results of this study are as follows. First, all service quality elements have a significant effect on service satisfaction. Second, all service quality elements have a significant effect on store loyalty. Third, service satisfaction has a significant effect on store loyalty. Finally, when the participants were divided into high and low service value the results of the multiple regression analyses showed that only the relationship between policy of service quality and satisfaction, and human interaction and policy of service quality and loyalty were significant. The implications are discussed based on the findings of the study. Conclusions - First, through direct hypotheses testing, we confirmed that the convenience service quality positively impacts the service satisfaction and loyalty of buyers. In particular, the reliability, origin benefit, and promotion were found to have more influence on satisfaction and loyalty of consumers of a convenience store. Further, for the service quality of the convenience for the consumer loyalty, greater human interaction was a high-value and statistically significantly higher than the degree of improvement in consumer loyalty. This underscores the importance of education and human services management of employees working in a convenience store. In particular, frequent changes in personnel generate results that negatively impact loyalty with customers. These results may lead to a serious problem in the economics of the store. Therefore, it should enhance the value of services through the establishment of training and compensation for employees. In addition, a certain educational level is required as well as a basis for compensation and retention.

• 유통과학연구
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• 제10권11호
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• pp.71-77
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• 2012

Purpose - This study examined marketing communication in traditional markets by assessing consumers demonstrating brand loyalty through repeat purchases despite active marketing by competing brands hence, showing that the brand did not lose customers owing to communication. Specifically, this study examined the effects of marketing communication factors in traditional markets upon consumers' store loyalty and to determine consumers' practical and hedonic values, as moderating variables. Moreover, this study determined that both experienced and inexperienced consumers in traditional markets could similarly assess the market and examined the outcome of traditional market development as well as future strategies. Research design, data, methodology - To verify the relationship between marketing communication and store loyalty, and the moderating effects of shopping value, data were collected from 230 consumers in the Gyeonggi Province to test the theoretical model and its hypotheses. Although the field of distribution management typically uses two research methodologies, this study was conducted using empirical methodology. Specifically, analysis of variance and hierarchical regression analysis were used to test the hypotheses. Results - Consumers who had experienced the traditional market placed a greater emphasis on the physical environment or word-of-mouth marketing. Moreover, other factors apart from advertising had a significantly positive influence upon marketing communication sub-factors and store loyalty. Word-of-mouth marketing was found to be more important than other factors, therefore affirmative word-of-mouth marketing was considered important from various viewpoints. The study investigated the moderating effects of hedonic value and practical use value in the relationship between marketing communication sub-factors and store loyalty: The negative influence of publicity, physical environment, and word-of-mouth marketing was considered to be statistically significant. Conclusions - Consumers who made use of the traditional market did not think of the physical environment in an affirmative way, and consumers who did not make use of the traditional market perceived it as having a poor physical environment. However, consumers who engaged in word-of-mouth marketing experienced the traditional market in an affirmative way. Consumers who made use of the traditional market had significantly high hedonic value and/or practical use value, therefore future strategies should encourage consumers to make more use of the traditional market. Consumers who had experienced the traditional market demonstrated strong market loyalty. For consumers who did not make use of the traditional market, marketing communication was likely to influence store loyalty in a different manner from a practical perspective. In other words, marketing communication was needed to develop the traditional market, and consumers who did not make use of the traditional market should be given the opportunity to do so. Consumers having low hedonic values experienced high publicity to have high store loyalty, and consumers who experienced good facilities of the traditional market had high store loyalty (Nam & Jun, 2011). Consumers with low hedonic values as well as those with high hedonic values on the traditional market could have high store loyalty through affirmative word-of-mouth marketing.Therefore, various types of events and strategies were needed to enable consumers to experience the traditional market in an affirmative way.

• 한국산학기술학회논문지
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• 제8권6호
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• pp.1662-1672
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• 2007

본 연구는 유통기관과 고객과의 관계마케팅에 연구의 주안점을 두고, 유통산업이며 서비스산업인 대형백화점과 그 고객을 대상으로 대형 소매점인 백화점의 관계마케팅의 중요성을 강조하고 영향요인으로 서비스 제공자 특성, 점포 이미지 속성, 관계 지향적인 속성의 3가지 요인을, 고객과의 지속적인 관계를 유지하기 위한 관계의 질인 신뢰와 만족을 매개 요인으로 백화점 애호도를 조사하였다. 결과 첫째, 서비스 제공자 특성은 소비자 신뢰 및 만족에 영향을 미치는 것으로 조사되었다. 즉, 서비스 전달자 속성중 호감과 유능과 관련된 요인은 소비자에게 신뢰감을 형성하고 만족한 서비스를 형성하는 주요 요인인 것으로 밝혀졌다. 또한 점포 이미지 특성은 백화점에 대한 소비자 만족에 정(+)의 영향을 미쳤으며 관계 지향적 요인은 소비자의 신뢰에는 영향을 미치지 않는 반면, 만족에 정(+)의 영향을 미치는 것으로 나타났다. 둘째, 관계 질인소비자 신뢰와 만족은 백화점 애호도의 효과를 얻는데 많은 기여를 하는 것으로 조사되었으며, 그중 신뢰가 만족보다 백화점 애호도를 형성하는데 더 많은 영향력을 끼치는 요인임을 알 수 있었다.

• 대한가정학회지
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• 제35권3호
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• pp.77-88
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• 1997

The purpose of this study was to examine the models of apparel store patronage behavior of various store types for each of two clothing categories in terms of lifestyle activities, information sources, shopping orientations and store attributes. The data were collected via a questionnaire from 326 adult females of ages over 20's living in satellite cities around Seoul and were analyzed by factor analysis, Multiple Regression analysis and path analysis. The results of this study were as follows: 1) There were significant relationships between lifestyle activities, information sources, shopping orientations and store attributes in both of formal wear and casual wear purchase. 2) Patronage behavior of department store in formal wear purchase was influenced by shopping activities, personal information sources, brand/store loyalty orientation. Regional store preference and store image attributes influenced the franchise store patronage behavior in formal wear purchase. Discount store patronage behavior in formal wear purchase was predicted by self-assurance/innovativeness and store image and service attributes. Information search of printed material/TV and store image and service attributes influenced off-price store patronage behavior for formal wear, while shopping activities and department store preference influenced off-price store patronage for casual wear. Traditional market patronage behavior for formal were was influenced only by brand/store loyalty, while traditional market patronage behavior for casual wear was influenced by sports activities, brand/store loyalty and price attributes.

• 패션비즈니스
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• 제8권2호
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• pp.42-55
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• 2004

The purpose of this study was to classify the contents of department stores and large-scale discount stores of consumer on information source, shopping orientation and store image in an effort to determine which variable gave a crucial impact on cosmetics department stores and large-scale discount stores selection behavior. The subjects of this study were 557 adult women visited department store and large-scale discount store in Busan. The data were analyzed by using Factor analysis, Frequency analysis, Correlation analysis, Cronabach $\alpha$ and Regression analysis. The results were as follows; 1. There was a difference in the demographical characteristics on department stores and large-scale discount stores of consumers. 2. Shopping Orientation of consumers were categorized into 5 types, and information source of consumers did 3 types, and store image of consumers did 5 types. 3. Leisure utilization, store & brand loyalty, store information, personal information, massmedia information, product & operate on, store atmosphere & salesperson and shopping convenience had positive correlations with cosmetics department stores selection beavior. but convenient location, rationality & economy and sales promotion had negative correlations with cosmetics department stores selection beavior. 4. Rationality & economy and sales promotion had positive correlations with cosmetics large-scale discount stores selection beavior. but convenient location, leisure utilization, store & brand loyalty, massmedia information, product & operate on, store atmosphere & salesperson and shopping convenience had negative correlations with cosmetics large-scale discount stores selection beavior. 5. Age, income, business(-), convenient location(-), rationality & economy(-), leisure utilization, store & brand loyalty, store information, personal information, massmedia information, store atmosphere & salesperson, shopping convenience and sales promotion(-) had a direct effect on cosmetics department stores selection beavior. Age, income, marriage, education had an indirect effect on department stores selection beavior through information source and store image, and information source did through store image, and shopping orientation did through store image. 6. Rationality & economy, convenient location(-), leisure utilization(-), store & brand loyalty(-), buying independence(-), personal information, massmedia information(-), product & operate on(-), shopping convenience(-) and sales promotion had a direct effect on cosmetics large-scale discount stores selection beavior. Age, income, marriage, education had an indirect effect on large-scale discount stores selection beavior through information source, shopping orientation and store image, and information source did through store image, and shopping orientation did through store image.

• 유통과학연구
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• 제11권5호
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• pp.5-15
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• 2013

Purpose - The purpose of this study is to investigate the impact of the service quality of a university-based convenience store on consumer satisfaction, service value, and customer loyalty. Research design, data, and methodology - The questionnaire was developed by using the modified and supplementary questions based on the KD-SQS model. We used the SPSS/PC 18.0 and AMOS 18.0 statistical packages to analyze the results. For validating the research hypothesis and the structural relationship of the research model, path analysis was used. Results - The overall results of this study are as follows. We found that benefits, promotion, and convenience had a significant impact on two variables: customer satisfaction and service value. Conclusions - The basic benefits, promotions, and convenient facilities in the university-based convenience store have already received favorable reviews. Therefore, for improving customer satisfaction, it is important to improve the reliability of service, quality of human interaction, and customer service.

• 유통과학연구
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• 제16권11호
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• pp.57-64
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• 2018

Purpose - As the importance of salesperson attitudes and behaviors enhancing customer perception and loyalty have increased, many retail companies put emphasis on internal marketing activities. The issue also has captured the interest of academics, but most of the previous research tends to be limited to investigating antecedents of salesperson job satisfaction and commitment. Based on the consumer-brand relationship concepts, this study aims to examine the effects of the salesperson-brand relationships on customers' service evaluation and store loyalty. Research design, data, and methodology - In a structural equation model, it is hypothesized that salesperson brand identification influences salespersons' brand trust and affect, which are the two dimensions of consumer-brand relationships. Salespersons' brand trust and affect are expected to increase salespersons' customer orientation, which in turn influences customers' service evaluations and store loyalty. To test this hypotheses a set of data collected from department stores in Seoul is utilized. Results - First, it was found that salesperson brand identification is a significant antecedent to salespersons' brand trust and affects, the two dimensions of salesperson brand relationships. Second, salespersons' brand trust and affect were found to enhance salespersons' customer-oriented behaviors. Third, salespersons' customer orientation showed a significant effect on customers' service evaluation. When a salesperson makes more effort to provide useful information for fulfilling customer needs, customers evaluate the salesperson's service more positively. Finally, customers' service evaluation had a positive impact on customers' store loyalty. Conclusions - This study provides significant academic and practical implications. First, based on the theory of consumer-brand relationships, the concept of salesperson-brand relationships was introduced and found to be an effective motivator of salespersons' customer oriented attitudes and behaviors. Therefore, the two dimensions of brand relationships, brand trust and affect, should be considered as the critical factors both in developing theoretical research and improving long-term company performance. Also, internal marketing activities should focus on maximizing employees' brand identification. That is, retail companies need to put emphasis on sharing their brand values and personality with internal customers to strengthen the brand relationships with salespersons and to enhance customer responses.

• 한국체육학회지인문사회과학편
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• 제51권4호
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• pp.197-210
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• 2012

본 연구는 골프 의류 소비자의 쇼핑가치가 점포충성도에 미치는 영향에 있어 소비자의 독특성 욕구와 점포 유형의 조절효과를 규명하는데 그 목적이 있다. 이러한 연구목적을 달성하기 위해 서울 소재 두 곳의 백화점 골프 의류매장과 네 곳의 대형마트 골프 의류매장을 이용하는 소비자들 대상으로 편의표본추출법을 이용하여 설문조사를 실시하였다. 총 229부의 자료가 분석에 이용되어졌고 기술통계분석, 확인적 요인분석, 신뢰성분석, 상관관계 분석, 다중회귀분석 및 조절회귀분석을 실행하여 수립된 가설을 검증한 결과는 다음과 같다. 첫째, 골프 의류 소비자의 쇼핑가치 두 개의 하위 요인인 실용적 및 쾌락적 쇼핑가치는 점포충성도에 유의한 영향을 미쳤다. 둘째, 실용적 쇼핑가치가 점포충성도에 미치는 영향은 독특성 욕구가 약한 소비자들에게 더 강하게 나타났고, 쾌락적 쇼핑가치가 점포충성도에 미치는 영향은 독특성 욕구가 강한 소비자들에게 더 강한 것으로 드러났다. 셋째, 실용적 쇼핑가치가 점포충성도에 미치는 영향은 점포유형에 따라 차이가 나타나지 않았고, 쾌락적 쇼핑가치가 점포충 성도에 미치는 영향은 백화점 골프 의류매장 소비자들에게 더 강하게 나타났다.

• 한국유통학회지:유통연구
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• 제10권3호
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• pp.59-86
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• 2005

본 연구는 백화점에서 서비스 실패가 발생한 경우, 백화점의 서비스 회복노력을 고객의 입장에서 공정하게 지각하느냐와, 지각된 공정성이 만족과 신뢰의 수준을 높였는가, 이와같은 만족과 신뢰가 점포 애호도에 긍정적인 영향을 미치는가를 연구하고자 하였다. 이를 위하여 문헌연구와 연구문제 해결을 위한 가설 설정, 그리고 이에 대한 실증분석을 실시하였다. 실증 분석은 국내 주요 백화점에서 최근 1년 이내 서비스 회복을 경험한 204명의 고객들을 대상으로 진행하였다. 연구가설 검증을 위한 실증분석은 SPSS 10,0. AMCS 4.0 통계프로그램을 이용하여 설문 문항에 대한 신뢰성과 타당성들 결정한 후, 구조방정식 모형분석에 통하여 가설을 검증하였다. 연구결과 백화점의 서비스 실패에 대합 적극적인 서비스 회복노력이 고객만족과 백화점에 대한 신뢰를 가져오고, 이러한 만족과 신뢰가 점포 애호도를 증가시킨다는 것을 확인하였다. 본 연구의 시사점은 백화점에서 서비스 실패가 발생하였다. 하더라도 서비스 회복과정에서 고객이 지각하는 긍정성의 수준을 향상시킴으로써, 고객만족과 신뢰, 점포 애호도의 증가로 고객의 지속적인 재구매, 긍정적인 구전, 백화점 이용 추천을 유발하여 백화점의 경쟁력 향상에 기여할 수 있다는 점을 실증연구를 통하여 확인하였다는 점이다.

• 한국의류학회지
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• 제28권8호
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• pp.1186-1195
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• 2004

The purposes of this study were to investigate the factors of CRM activity and the difference in CRM activities of department stores and to analyze the effect of CRM activities on customer satisfaction and loyalty. Investigators interviewed the buyers of three department stores in Daejeon area and surveyed 468 people aged over 20 who did shopping those stores. The data were analyzed with factorial analysis, multiple regression analysis, path analysis, ANOVA, Scheffe Test, etc., using the SPSS 10.0. The results of this study were: 1) Six factors were identified: ＇benefit ＆ information＇, ＇service＇, ＇customer invitation＇, ＇customer contact＇, ＇special management＇, and ＇purchase-related help＇; 2) CRM activities of three department stores were different, and department store buyers and customers were different in perception on CRM activities; and 3) Customer satisfaction was affected by the CRM factors like ＇service＇, ＇customer invitation＇, ＇purchase-related help＇, ＇benefit ＆ information＇, and ＇customer contact＇ Customer loyalty were affected directly by customer satisfaction, ＇benefit ＆ information＇ and ＇service＇, and indirectly by ＇customer invitation＇, ＇purchase-related help＇, ＇customer contact＇ through customer satisfaction.