• Journal of the Korean Society of Clothing and Textiles
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• v.35 no.5
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• pp.561-574
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• 2011

This study investigates the ultimate factor structure of consumer dissatisfaction with the off-line purchase and usage of clothing. It identifies the determinant dimensions of consumer dissatisfaction on clothing purchase and usage and investigates the hierarchical structure of consumer dissatisfaction by assessing and comparing the effectiveness of five alternative factor structure models. A total of 300 women were online-surveyed to assess the level of dissatisfaction based on their dissatisfying experience with clothing purchases and usage in terms of product quality, price, salesperson's attitude, and store environment. The exploratory factor analysis identified the underlying dimensions of dissatisfaction: Handling, Aesthetics, Salesperson, Size, Price, Product Quality, Service, and Environment. By employing a first-order confirmatory factor analysis and higher-order confirmatory factor analysis, consumer dissatisfaction was confirmed to have a hierarchical structure with three second-order constructs Intrinsic instrument is manifested by handling, quality, and size, Intrinsic expression consists of service, salesperson, and environment, and Extrinsic circumstance contains aesthetics and price. On empirically demonstrating the multi-dimensional constructs of consumer dissatisfaction by identifying its hierarchical structure, the study provides the theoretical and practical insights to comprehend consumer purchase and post-purchase behavior. Specifically, it affords an empirical platform to extend the scope of research with condensed concepts of dissatisfaction to researchers. In addition, it also enables marketers to take a broader view of consumer dissatisfaction by providing cues about potential problems and identifying the source of those problems.

• Journal of the Korean Society of Clothing and Textiles
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• v.19 no.1
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• pp.149-160
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• 1995

Consumer satisfaction and dissatisfaction is a important concept which composes the quality of life. It is especially important for fashion marketers to know the content of consumer dissatisfaction, because they can eliminate or minimize the sources of dissatisfaction to promote marketing efforts. The purpose of the study is to find out the content of dissatisfaction that consumers experience in buying process, and to see if the content of dissatisfaction differ according to consumers' buying practices and consumer charateristics. A questionaire was developed to measure consumer dissatisfaction, clothing buying behavior, clothing involvement and demographic characteristics. The questionaire was administered to 469 female adults during the spring of 1994. Social wear was selected as a clothing item for this study. The results of the study were as follows; 1. Consumer dissatisfaction in clothing buying process was analyzed into seven factors, such as sales personnel, quality and size, information and service, buying decision, product variety, shopping environment, and discounts sale. 2. According to consumers' clothing buying behavior, clothing involvement and demo- graphic characteristics, there were significant difference in consumer dissatisfaction.

• Journal of Fashion Business
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• v.25 no.6
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• pp.13-24
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• 2021

In the current economic downturn, it is easy for consumers to be emotional and regret their fashion product purchases. The purpose of this paper was to understand the effect of customer regret on the dissatisfaction and repurchase intention of fashion consumers in China, which is the world's largest fashion trading country. A total of 275 participants were recruited from a Chinese online survey system (www.sojump.com). The SPSS 22.0 statistical package was used for various data analyses. This study conceptualized the positive relationship between customer regret and dissatisfaction and the negative relationship between dissatisfaction and the repurchase intention of fashion goods. The findings indicated that customer regret could be categorized into two distinct types, chosen and forgone regrets. Chosen regret had a greater effect than forgone regret on dissatisfaction. The negative influence of dissatisfaction on repurchase intention was weak in consumers with a high level of regret-solving effort. The results of this study will help fashion businesses retain their customers, thus gaining long-term and repurchase economic value for the fashion industry.

• Journal of the Korean Society of Clothing and Textiles
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• v.36 no.10
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• pp.1040-1049
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• 2012

This study examines the effects of pursued benefits and satisfaction (or dissatisfaction) on repurchase intentions. The research was comprised of a 2 (satisfaction after purchase: satisfaction versus dissatisfaction) ${\times}2$ (product benefit type: utilitarian benefit versus hedonic benefit) ${\times}2$ (hyperopic disposition: high versus low) model, designed with three mixed elements. The subject participants of this study were 168 female university students aged 20 to 29 from the Seoul, Gyeong-gi do, and Chung-cheong do areas. We performed a reliability analysis, T-test, and ANOVA using the SPSS statistic package. The results of this study are summarized as follows. In terms of product benefit that influences repurchase intention based on whether a consumer has experienced satisfaction after purchasing a fashion product, repurchase intention was high for hedonic benefits regardless of the level of satisfaction or dissatisfaction after a purchase. However, we found a significant difference in preference when the hyperopic disposition of a consumer was taken into account. When dissatisfied with a purchase, consumers with low levels of hyperopic disposition displayed higher repurchase intentions for the products of hedonic benefit than those of utilitarian benefits. However, when dissatisfied with a purchase, consumers with high levels of hyperopic disposition displayed low levels of repurchase intention regardless of the type of product benefit. When consumers are satisfied with a purchase, they are more likely to repurchase hedonic products than utilitarian products.

• Journal of the Korean Home Economics Association
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• v.27 no.1
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• pp.9-17
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• 1989

The purpose of this study is to explore the use of fashion information source and the consumer dissatisfaction factors in the purchase and use of clothing, and to explain the relationships between the use of fashion information source and the consumer dissatisfaction factors of young man. For the study, data were collected from 254 freshman, 258 male seniors, and 229 unmarried male workers using the questionaire method. The data from 741 respondents were analyzed by Pearson's Product-moment coefficient corrleation, ANOVA, T-TEST, and Scheff Test. The results of the study are as follows : 1. There were significant differences in the use of information source such as. 1) according to the group, the impersonal advocate source, and the impersonal independent source. 2) according to the job, the impersonal advocate source. 2. There were significant differences in the consumer dissstisfaction factor such as. 1) according to the group, the "product assortment" related factor. 2) According to the job, the "quality" related factor. 3. There were partly significant relationships between the use of information source and consumer dissatisfaction factor. 1) In the young men, the use of the impersonal advocate source, impersonal independent source, personal independent source, and observation had correlated with the dissatisfaction factor related to "purchase-decision making".

• Journal of the Korean Society of Clothing and Textiles
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• v.38 no.3
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• pp.355-371
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• 2014

The present study investigated the dimensionality of satisfaction and dissatisfaction as well as evaluated the effects of social commerce characteristics on satisfaction and dissatisfaction. The conceptual framework of the study was built on Herzberg's motivation-hygiene Theory and the Kano Model. We gathered 519 data by social commerce users through an online survey and used SPSS 20.0 for the analysis. The findings showed that satisfaction and dissatisfaction are two distinct constructs; in addition, nine characteristics of social commerce were derived from factor analysis. Among the nine factors of social commerce characteristics, diversity had a positive influence only on satisfaction and uncertainty had only a positive impact on dissatisfaction; however, price discount, product quality and transaction safety, influenced both satisfaction and dissatisfaction. There were several factors that had no significant influence on both satisfaction and dissatisfaction. The findings of the study support Herzberg's motivation-hygiene Theory and the Kano Model. The present study helps social commerce managers establish a plan to maximize factors that influence consumer satisfaction and minimize the factor influencing dissatisfaction.

• Fashion & Textile Research Journal
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• v.11 no.1
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• pp.41-47
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• 2009

The purpose of this study was to investigate the main factors of return and consumers' return behavior types and also to find out the characteristics of consumer's purchasing behavior according to consumer's return behavior type. The Questionnaires was administered 315 males and females, who had experience of clothing purchase and return in internet shopping mall. The results were as follows. First, the factors of return were classified into quality of product, delivery, service, consumer's change of mind, and impulse buying. Second, 4 types of consumer's return behavior were categorized into habitual, dissatisfaction in product quality, dissatisfaction in delivery, and impulse buying. Third, Consumer's return behavior types were not significantly related to the frequency of purchase, information search. However there were significant differences in satisfaction of return process, dissatisfaction after return, and negative word of mouth according to the consumer's return behavior types.

• Culinary science and hospitality research
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• v.13 no.1 s.32
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• pp.179-191
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• 2007

This paper aims to improve management and make the bakery business stable by investigating the difficulties in bakery management and the current management conditions of bakery businesses. Using Windows SPSS 11.0, the bottleneck in bakery management and its influence on sales and job satisfaction were analyzed. Besides, a regression analysis was conducted to investigate the effect of difficulties in bakery management on sales and job satisfaction. According to the analysis, a total of 44 variables were observed as the difficulties in bakery management. Among them, 34 variables were caused by 7 factors: facility, product, employee, finance, production, external advertisement. In the regression analysis, it has turned out that the difficulties in management had influence on sales dissatisfaction in facility, product, employee, finance, production, and external factors. Especially, employee factor turned out the most influential one on sales dissatisfaction. Furthermore, it has turned out that the bottleneck in management had influence on job dissatisfaction in all 7 factors. Above all, the external factor turned out the most influential one.

• Journal of the Korean Society of Clothing and Textiles
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• v.23 no.2
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• pp.262-271
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• 1999

This paper presents a conceptual mode of the clothing complaining behavior process following dissatisfaction in a retail environment and influence of relevant variables. The data were collected 250 male and 358 female consumers by questionnaire employing critical incident technique. Given dissatisfaction with clothing the complaining behavior undertaken will be largely dependent on product importance the likelihood of success one's attitude toward complaining and demorgraphic variables. Through empirical research the clothing complaining behavior was dependent on the likelihood of success sex, dimension of complaining cost and product importance, Brand satisfaction was affected by only perceived justice. And repurchasing behavior was dependent upon brand satisfaction education product importance and income.

• Journal of the Korean Society of Costume
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• v.33
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• pp.175-188
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• 1997

the main purpose of this study was to inves-tigate the consumer dissatisfaction and com-plaining behavior in purchase and use by con-sumer value. The subjects participated this study were 204 female students. They were classified into 3 groups by important degree of instrumental value which is one of the 2 value categories that divided by the Rokeach. In order to assess consumer dissatishaction in purchase and use of clothing by those groups. The Clothing Purchase Dissatisfaction Inventory was used and The Consumer Complaining Behavior Inventory was adapted to asses consumer complaining behavior. The Clothing Purchase Dissatisfaction Inventory has 4 subscales(Price related factor Produt and Quality related factor Information and Service related factor Purchase decision-mak-ing related factor)and The Consumer Complaining behavior Inventory consisted in 3 subscales(Do nothing Private complaining Public complaining) Using SAS package in order to examine Clothing Purchase Dissatisfaction Inventory scores anaslysis of variance (MANOVA) was excuted And turkety test a kind of post-hoc multiple comparisons methods was adapted to compare Clothing Purchase Dissatisfaction In-ventory scores of each groups. in order to in-vestigate consumer complaining behavior by each groups and grade major pocket money a month the mean purchse price of clothing a month x2-test Frequency Percent were executed. Conclusion eached in this study are as fol-low: 1. Each group had differences in price re-lated factor Product nad Quality related fac-tor Information and Service related factor ex-cept Purchase decision -making related factor Groups which made much of value tend to dis-satisfy in price related facor Product and Quality related factor Information and Service related factor. 2. Group that made much of value had more high scores in private complaining complainto third party and the middle group had more high scores in private complaining . Group made little of value tended to do nothing. 3. Grade major pocket money a monty the mean purchase price of clothing a month didn't have difference signficantly in consumer behavior. but major had difference on private complaining.