The purpose of this study was to examine a path analysis of perceived service quality, store image, alternative store attraction, consumer satisfaction and switching barrier perception on store loyalty in apparel product purchasing. 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, multiple regression analysis, path analysis by SPSS for WIN program. The results were as follows ; First, the switching barrier perception, consumer satisfaction, perceived service quality, store image significantly influenced store loyalty. Second, the consumer satisfaction, perceived service quality, store image, alternative store's attraction significantly influenced switching barrier perception. Third, the perceived service quality, store image, alternative store's attraction significantly influenced consumer satisfaction. Fourth, the perceived service quality, store image, alternative store's attraction had indirect effects on store loyalty mediated by consumer satisfaction and switching barrier perception. The consumer satisfaction had indirect effects on store loyalty mediated by switching barrier perception. In short, perceived service quality, store image, alternative store's attraction influenced on store loyalty mediated by consumer satisfaction and switching perception.
The purpose of this study was to investigate perceived service qualities in cosmetics purchasing and, those difference and consumer satisfaction among cosmetics store types. Data were collected from 276 adult females and analyzed by using frequencies, factor analysis, reliability analysis, ANOVA and duncan test utilizing SPSS WIN 10.0. The results showed that consumers perceived service quality such as reliability and responsiveness, product policy, tangibles, store atmosphere policy, business policy, sales policy to cosmetics store. There were significant differences on service quality among cosmetics store types. Consumers using department stores highly perceived factors such as reliability and responsiveness, product policy, tangibles, store and atmosphere policy, but consumers using common cosmetics store lowly perceived these factors. There were significant differences with regard to use effect and pleasure in using to satisfaction among cosmetics store types. Use effect was revealed the highest to consumers purchasing cosmetics in department stores but the lowest in discount stores. Pleasure in using was revealed the highest consumers using department stores but the lowest common cosmetics store.
The Purposes of this study were 1) to identify the effects of clothing involvement on deal Proneness, store images related to promotions and perceived shopping value, and 2) to reveal the effects of antecedent variables on the consumer satisfaction. The data were collected from 624 female consumers living in Seoul, Korea via self-administered questionnaires and were analyzed by frequency, factor analysis, multiple regression analysis and path analysis. The results of the study were as follows : (1) Among the factors related to clothing involvement deal proneness, store images of promotions and perceived shopping values, Clothing importance, Shopping interest Fashion interest and all three factors of deal proneness had the effect on perceived hedonic shopping values. Clothing importance, Prudent purchase, Shopping interest store images related to promotions had the effects on perceived hedonic shopping values. And Prudent purchase had the positive effects and store images related to Display had the negative effects on perceived negative shopping values. (2) From the resulted of analyzing the effects of antecedent variables on consumer satisfaction, Sweepstakes/gifts proneness, store images related to Price discount/events and Display, perceived hedonic and utilitarian shopping values positive]y influenced the consumer satisfaction. Store images related to Price discount/events had the most significant effects on consumer satisfaction. From the results of path analysis, clothing involvement had the effects on consumer satisfaction indirectly through deal proneness, store images related to promotions and perceived shopping values.
Conceptualization of store image have been suggested in the past by many marketing scholars. The dominant perspective about store image is treated as the results of a multi-attribute model. Store image is expressed as a function of the salient attributes of a particular store that are evaluated. Though, there is a little confusions about what elements compose the store image, most scholars agree that merchandise, service, atmosphere, physical facilities, comfort, and location are generally accepted elements as store image. A considerable researches support that shopping can provide both hedonic and utilitarian value. Hedonic shopping value reflects the value received from fantasy and emotive aspects of shopping experience, while utilitarian shopping value reflects the acquisition of products. These two types of shopping value can affect shopping satisfaction. This study examines the relationships among stores images(store atmosphere, salespeople services, facilities, product assortment, and store location), shopping values(utilitarian shopping value and hedonic shopping value), and shopping satisfaction based on discount stores (E-Mart, Home plus, and Lotte Mart). The author hypothesized that five store image components affect shopping values, and these shopping values affect shopping satisfaction. The author focused on the roles of perceived retail crowding between these relationships. Specifically, the author hypothesized that perceived retailing crowding moderated the relationship between shopping values and shopping satisfaction. The author also hypothesized the direct effect of perceived retail crowding on shopping satisfaction. Finally, the author hypothesized that five store image components affect directly shopping satisfaction. Research model is presented in
The purpose of this study was to investigate the effect of shopping orientation, and service quality and satisfaction on impulsive buying behavior in two types of apparel store. The sample consisted of 616 females aged 20-30 who were shopping at department stores and shopping malls in Busan. Data were analyzed with factor analysis, t-test, cross analysis and path analysis. The results showed that consumers of department stores showed more strongly convenient orientation than those of the shopping mall, consumers of the shopping mall showed more strongly recreational orientation and practical orientation than those of the department. Stores services of the department were perceived better than that of the shopping mall in promotional services, salespersons' services and environmental services. But it didn't show any differences between store types in product services. Consumers 'satisfaction with the service was greater in department stores than the shopping mall. But it didn't show any difference between apparel store types in the impulsive buying behaviors. Impulsive buying behavior of department store shoppers is directly affected by a shopper' shopping orientation as well as store service quality perceived by shoppers rather than a shopper' satisfaction. The service quality does not have directly related to consumers’ service satisfaction. The causal relationships of impulsive buying behaviors showed similarity in shopping malls and department stores. The perceived quality and satisfaction with store service were higher at department store than shopping malls. In impulse buying behavior of a department store was directly affected by a shopper' shopping orientation as well as store service quality perceived by shoppers rather than a shopper’ store service satisfaction.
The purpose of this study is to identify the factors that influence the revisit of jewelry stores. The purpose od this study is to find specific factors that affect product and store satisfaction. The theoretical studies on product quality, perceived quality guarantee, product design, product price, sales promotion, product diversity, store area, store re-visit intent were reviewed. Based on this background, research hypotheses were established. A total of 80 questionnaires were distributed to verify the hypothesis of the study, and 64 were finally used for the analysis. SPSS 24.0 was used for hypothesis verification. The results of this study showed that product quality, perceived product guarantee, product design, and product price had positive influence on product satisfaction. On the other hand, sales promotion, product diversity and store interior were found to have positive influence on store satisfaction. Furthermore, product and store satisfaction were found to have a positive and significant effect on revisit Jewelry Stores.
Purpose: This study was conducted with the goal of increasing research interest in H&B stores as a new distribution channel to identify factors influencing the revitalization of the H&B stores in Korea in distribution channels, in detail, the relationships among perceived values, satisfaction, trust, and loyalty. Research design, data and methodology: With 499 respondents, this study used exploratory factor analysis and reliability analysis to verify the reliability and validity of measured variables. Multiple regression was employed as a statistical method for the hypotheses of the study. Results: According to the results of the analysis, H&B stores are targeted by female customers in their 20s and 30s. The findings showed that four perceived values affect store satisfaction and trust. Store satisfaction and trust have positive effects on loyalty. Comparing the two variables, store satisfaction had a slightly stronger effect on loyalty than on trust. Conclusions: This study identified the store’s diverse values for the revitalization of the H&B stores need to provide to customers. The stores need to form facilities that can enhance the value of shops perceived by customers, and to establish distribution strategies that can further increase store satisfaction, trust, and loyalty to expand trading areas as multi-brand shops.
Purpose - The objective of this paper is to suggest that a company's CRM activities have an effect on customer loyalty in the Korean retail industry. Typically, Korean customers use large local marts with convenience in the absence of any other choice. Therefore, this study aims to shed light on the fact that customers do not break away from their preferred retail stores, either owing to their stringent loyalty (the lie loyalty) or difficulty in turning to alternative choices. Research design, data, methodology - By surveying a sample of 200 hyper-markets through a questionnaire, and excluding dubious and missing responses, I obtained 181 samples to be included in the empirical analysis. The survey was conducted for two weeks during October 2011. AMOS and SPSS18 statistical packages were used for conducting statistical analysis for this study. This paper was developed using the concept of customer equity on CRM, which is known to have a positive impact on customer loyalty through the satisfaction and switching-barrier parameters. The hypothesis of this paper is that customer equity is composed of relationship equity, value equity and brand equity, and that the relationship equity variable has positive effects on the value equity and brand equity amongst other types of customer equity. Moreover, customer equity influences customer loyalty through parameters including customer satisfaction and switching costs in the Korean retail industry. Results - According to the results of the analysis, it was confirmed that relationship value had a positive effect (+) on all variables, including the perceived QoS (Quality of Service), store brand images, economic value, and store convenience. It was also confirmed that the assumption that the perceived QoS (Quality of Service), economic value, and store convenience had a positive effect on customer satisfaction was shown to be statistically significant, with a p-value below 0.05. Only the store brand value variable had an effect on the switching-cost variable with respect to the causal sequence of the variables, including the perceived QoS, store brand value, economic value, and store convenience. The remaining variables did not seem to influence the switching-cost variable. On the other hand, another effect showed that customer satisfaction had a statistically significant influence on the switching-costs variable. Moreover, the customer satisfaction and switching-cost variables also had a statistical influence on customer loyalty. Conclusions - The CRM activities had an influence on various variables (including perceived QoS, perceived economic value, store brand value, and store convenience) pertaining to customer values. Customer satisfaction and switching-cost had some effects on customer loyalty as a parameter. This confirms that stringent loyalty exists with respect to customer loyalty in the retail industry. The fact that the variable had such a statistically significant influence on the switching-cost and store brand equity variables means that consumers react to the reputation of a brand, confidence about the store, and quality confidence. The implications of this study in the retail industry should be further extended to devise strategies for customer retention.
The purposes of the study was to identify customers' satisfaction factors regarding foods and services in food courts in big department stores and discount stores in Seoul and Cheonan. A survey of 235 customers was conducted regarding customer satisfaction levels and factors of food and services. Customers' perceived level of attributes were identified into eight underlying dimensions by factor analysis as follows: factor 1 was "cleanliness": factor 2 "service quality": factor 3 "accuracy": factor 4 "atomosphere": factor 5 "food quality": factor 6 "menu information": factor 7 "price" and the eighth factor was "food result". Regression analysis indicated that "cleanliness" was found to be the most important factor contributing to customers' overall satisfaction. There were significant differences in customers' perceived satisfaction level of "food quality"(p<0.01), "accuracy", and "price" factors(p<0.05) between department stores and discount store. The customers' perceived satisfaction levels of "accuracy", "food quality" and "price" factor at a large store food court are higher than those of department store food court. Comparing location of food court, there were significant differences in customers' perceived satisfaction level of "accuracy" and "price" factors between in Seoul and Cheonan(p<0.001). The customers' perceived satisfaction levels of "accuracy" and "price" at the discount store in Seoul are lower than those of food court at Cheonan. It is suggested that the management should pay attention to the sanitation of their dinning halls, kitchens, hygienic dishes, hygienic water fountain, employee hygiene, and a proper place to put used dishes to increase the customers' satisfaction.
This study aimed to provide information to establish a service strategy in cross-border e-commerce through an assessment of consumer satisfaction with a cross-border shopping channel and "amazon global store" managed by 11street, a domestic e-commerce corporation. The influence of brand familiarity with amazon as a global retail brand was tested. The mediating roles of the perceived value and risk of both cross-border shopping and amazon global store were investigated; the moderating role of the domestic e-commerce corporation was also studied. An empirical study was conducted on consumers who had experience using the amazon global store managed by 11street. To verify the hypothesis, data from 200 people was analyzed using PROCESS macro 4.0. The results indicated that familiarity with global brands did not have a direct effect on consumer satisfaction; the effect of global retail brand familiarity on consumer satisfaction was mediated only by the perceived value of cross-border shopping and amazon global store, not by the perceived risks. E-commerce corporate credibility showed a moderated mediation effect by mediating functional values of the amazon global store. For consumer groups with a credibility level of medium and above, the interaction effect of brand familiarity and corporate credibility was significant.
. To test model and hypotheses, data were collected from 114 consumers located mid-size city in local area. The author employs PLS methodology (SmartPLS 2.0) to test hypotheses. Data analysis results indicate that among five store images salespeople services, and store location affect utilitarian shopping value. Store atmosphere, salespeople services, and store location affect hedonic shopping value. Two shopping values affect shopping satisfaction. Hedonic shopping value affect more shopping satisfaction than utilitarian shopping value. Data analysis results is presented in . The author examines the moderating effects of perceived retail crowding between shopping values and shopping satisfaction. Results indicate that there are no moderating effects between shopping values and shopping satisfaction. Moderating effects of perceived retail crowding between utilitarian shopping value and shopping satisfaction are presented in
. Moderating effects of perceived retail crowding between hedonic shopping value and shopping satisfaction is presented in
. The author analyzed the relationship between perceived retail crowding and shopping satisfaction using WarpPLS 3.0 which can analyze the non-linear relationship. Result indicates that perceived retail crowding affects directly shopping satisfaction and there is a non-linear relationship between them. Among five store image components, store atmosphere and salespeople services affect directly shopping satisfaction. The author describes about the managerial implications, limitations, and future research issues.
The Effects of Apparel Store Services on Impulsive Buying Behaviors
(의류점포서비스가 의복충동구매행동에 미치는 영향)
A Study on the Factors Affecting the Intention to Revisit Jewelry Stores
What are the Factors that influence the Revitalization of the Health and Beauty Stores in Distribution Channels?
A Study on the Impact of Customer Equity on Customer Loyalty in the Korean Retail Industry: Mediation of Customer Satisfaction and Switching Costs
(고객가치가 고객충성도에 미치는 영향에 관한 연구: 고객만족과 전환장벽을 매개변수로)
Analysis of Customers' Satisfaction Factors Regarding Large Food Court Service
(푸드 코트 서비스의 고객만족 영향요인에 관한 연구)
The Role of Global Brand Familiarity and Domestic E-Commerce Corporate Credibility in the Satisfaction of Cross-Border Shopping Cooperation Service of Fashion Product - Focusing on Amazon Global Store -
(패션상품 해외직접구매 협력서비스 만족에서 해외유통브랜드 친숙도와 국내 이커머스기업 신뢰성의 역할 - 아마존 글로벌 스토어를 중심으로 -)
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