• The Journal of Asian Finance, Economics and Business
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• 제8권4호
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• pp.983-992
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• 2021

This study aims to examine the impact of customer experience and customer engagement on customer satisfaction and customer loyalty in e-retailing in Indonesia. This study uses data from 512 respondents in six e-retailing namely; Bukalapak, Tokopedia, Lazada, Blibli, Shopee and Zalora which are often used by students at the Department of Management, Faculty of Economics and Business, Halu Oleo University of Indonesia. The structural model developed in this study was tested using Partial Least Squared (PLS). The results of the study found that there was a reciprocal relationship between customer experience and customer engagement. The results also found that customer experience and customer engagement have a positive and significant effect on customer satisfaction and customer loyalty. Customer satisfaction have a positive and significant effect on customer loyalty. In this study it was also found that customer experience has an indirect effect on customer satisfaction and customer loyalty through customer engagement, and customer engagement also has an indirect effect on customer satisfaction and customer loyalty through customer engagement. This study was focused on relationship between customer experience, customer engagement, satisfaction and loyalty. Therefore, future research is expected to be able to test the determinant factors of customer experience and customer engagement.

• 복식문화연구
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• 제9권6호
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• pp.855-871
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• 2001

The purposes of this study were to compare the marketing compose elements of Apgujung and Shinchon branch of Hyundai Department Store and to suggest desirable fashion marketing strategies for other Department Stores and retailing stores. The results were as follows: Two kinds of factor were classified form this study; one was Hardware elements such as Trading Area Site, Store Composition, Scale, and Subsidiary facilities etc., another was Software elements like Store Concept, Image, and Merchandising and so on. The followings were suggested from Hardware elements; 1) Trading Area could be classified'local type'and 'spread type'. 2) Each branch was differentiated from store formation of conventional department store which had food department in basement. There were the most powerful women's fashion brand to lead costumers in second basement. 3) In accordance with the position of subsidiary facilities of Hyundai Department Store,'Water Jet Effect'strategy and'Show Effect'strategy could be usefully applied for other Department Stores and retailing stores. 4) The strategy of approaching easily to the target floor which was located in lower floor, could be applied to various retailing stores. The followings were suggested from Software elements; 1) Stores management coping with poles-apart in costumer could be needed to other Department Store and retailing stores. 2) It also could be needed to find and maintain effective ratio between common brand and differentiated brands in the other Department Stores.

• 한국의류산업학회지
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• 제10권3호
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• pp.289-297
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• 2008

This paper was to examine the salesperson's service that the consumer demands in different types of fashion retailing formats including department store, discount store and outlet store. Data has been collected from June to August in 2005 in Pusan and Seoul on subject of 1000 adult over18 years old and 979 pieces were used to analyze. Data analysis was conducted by factor analysis, regression using the SPSS statistics package program. Services in common in 3 fashion retailing formats were "individual concerning", "kindness, courtesy/customer respect", "quick correspondence/convenience", and "product knowledge". Unique services that consumer demanded for the department store were professional and polite attitude; for the discount store, honesty and convenience for refund and exchange; for the outlet store, wide range of product selection. The results has shown that the part of salesperson's service dimensions influenced the consumer's purchase, repurchasing intention and the level of satisfaction. Therefore fashion marketers need to carefully implicate operation and service management depending on the retailing formats.

• International Journal of Human Ecology
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• 제12권2호
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• pp.25-37
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• 2011

Website design (due to increased online retailing) has received more attention as a way to influence consumer responses (Eroglu et al., 2001, 2003; Kim et al., 2009; Kim & Lennon, 2008; Yoo et al., 2010); however, the website design of multichannel retailers has not been examined from the perspective of the consistency of online store image with the brand image. This study examines the effect of brand image consistency (especially through the website) on consumer attitude and patronage intentions. The findings of this research will add to the growing body of literature on multichannel retailing and provide practical information for online retailers in the development of a website for their online business.

• The Journal of Asian Finance, Economics and Business
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• 제8권4호
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• pp.403-412
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• 2021

The COVID-19 pandemic has a great impact in various ways. It changes the normal routine of lives and businesses. Many businesses encounter tremendous financial pressure, some of them lay off workers or choose to close down. According to the statistics, e-commerce experiences a four-fold growth in sales during the pandemic period. There is an urgency for firms to digitalize their businesses to respond to the change in the landscape of purchasing patterns of consumers. The purpose of this study is to understand the success of a few popular apparel brands in digital businesses. This is a qualitative research, and secondary data is collected for the analysis. The findings reveal that all of them engage in omni-channel methods in digitizing their businesses while utilizing other forms of technologies in their product and operational management. All selected firms agree with the importance of digital business, and omni-channel retailing is their choice. In these unprecedented times, the sustainable success of the apparel firms in digital businesses requires a flexible and innovative approach and a commitment to achieving operational excellence. Continuous renewal and digital transformation are needed so that these companies have the capabilities to adapt to changes and reap the benefits of a satisfactory organizational performance.

• 지능정보연구
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• 제8권1호
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• pp.41-41
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• 2002

소매유통업에 있어 충성고객을 발견하고 효과적으로 관리하는 일은 마케팅 부서의 주요 관심사라고 할 수 있다. 최근 성숙된 유통 채널로 자리잡고 있는 인터넷 소매유통업도 다양한 마케팅 노력을 기울이고 있으며 그 성과가 기존 소매유통업 보다 클 것으로 기대하고 있는데 이는 인터넷 소매유통업이 기본적으로 디지털 기반 구조 하에 사업이 수행되기 때문이다. 그러나, 매출 규모가 확장됨에 따라 고객 관계가 보다 복잡해지고 거래 건수도 크게 확장되고 있는 인터넷 소매유통업은 전자적으로 이용 가능한 고객 관리 서비스를 필요로 하고 있다 본 논문은 인터넷 소매유통업의 충성고객관리를 위한 웹서비스의 프레임웍 및 적용 사례를 제시하고 있다. 고객관리 웹서비스의 기본 모델은 전통적인 RFM분석에 기반을 두고 있는데 복잡한 충성고객관리 업무를 처리하는 에이전트를 제공한다. 인터넷 쇼핑몰이나 상점의 운영 시스템과 용이하게 통합될 수 있는 웹서비스는 적은 비용으로 효과적인 고객관리를 실현하는데 기여할 것으로 기대된다.

• 한국경영과학회:학술대회논문집
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• 한국경영과학회 2001년도 추계학술대회 논문집
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• pp.91-94
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• 2001

The exponential growth of the Internet usage has motivated the launching of many commercial business web sites. Internet as a purchasing medium shows several unique characteristics because of its customer- driven technologies and absence of physical products. Thus, new commercial medium provokes a reclassification of products. Twenty five types of commercial Products are empirically tested in the Internet retailing and found to be grouped into four categories. This classification framework is investigated in the view of involvement and web technology Furthermore, this paper proposes four business web implementation strategies - impressive, simple, sensory, and semantic - based on the product classification. Proposed guidelines on business web might increase customer satisfaction.

• 유통과학연구
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• 제9권1호
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• pp.29-38
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• 2011

우리나라 대부분의 소매업태가 성장 또는 성숙단계에 머물고 있는 현재, 어떤 혁신적인 소매업태가 새로 출현하고 발전해 갈 것인가? 그리고 그 혁신적인 소매업태가 출현하고 발전해 갈 성장동력은 무엇인가? 본 연구는 이러한 문제인식에 근거하여 소매업태의 차별화경쟁과 소비자선택과의 상호행동을 연동하여 논의할 수 있는 소비자선택모델을 구축하여 혁신적인 소매업태의 출현과 발전과정을 분석하는 것이다. 본 연구에서의 분석결과는 다음과 같이 요약할 수 있다. 첫째, 소매시장에서 새로운 진공지대가 발생하면 그곳에 저가격·저서비스 또는 고가격·고서비스의 혁신적인 소매업태가 출현한다. 둘째, 진공지대에서 신규업태의 수가 많아지면 신규업태간의 수평적 경쟁이 야기되고, 이를 통해 각 신규업태는 격올림을 전개한다. 셋째, 신규업태가 격올림을 전개하면 신규업태와 기존업태간의 이업태간 경쟁이 야기되고, 이 경쟁에서 기존업태와 신규업태간의 동화과정이 전개된다. 넷째, 각 소매업태는 기존의 유통기술 프론티어를 돌파하기 위해 유통혁신을 추진하게 되고, 다른 소매업태는 그 혁신자를 추종한다. 위에서 언급한 분석결과를 근거로 하여 본 연구에서는 세가지 시사점을 제언할 수 있다. 첫째, 본 연구는 소매업태가 차별화전략을 추진할 때 사용되는 점포 속성에 대한 소비자의 의사결정과정구도에 대응하면서 최종적으로는 시장점유율의 변화와도 연동하여 논의할 수 있는 소비자선택모델을 구축하였다는 점이다. 둘째, 본 연구는 이러한 소비자선택모델을 토대로 혁신적인 소매업태의 출현과 발전과정에 대한 분석을 보다 정교한 논리 구조에 입각해서 설명하였다는 점이다. 셋째, 본 연구에서의 논의한 소매업태의 발전과정은 시장에서 경쟁우위를 획득하기 위해서 소매업태가 소매믹스를 어떻게 전개할 것인지에 대한 소매업자의 경영관리 측면에서의 해법을 제시하였다는 점이다.

• Nutrition Research and Practice
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• 제5권2호
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• pp.163-168
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• 2011

This study was conducted to evaluate recipients' perception of service quality, satisfaction, and behavioral intention in home delivered meals program in the US. Out of 398 questionnaires, 265 (66.6%) were collected, and 209 questionnaires (52.5%) were used for the statistical analysis. A Confirmatory Factor Analysis (CFA) with a maximum likelihood was first conducted to estimate the measurement model by verifying the underlying structure of constructs. The level of internal consistency in each construct was acceptable, with Cronbach's alpha estimates ranging from 0.7 to 0.94. All of the composite reliabilities of the constructs were over the cutoff value of 0.50, ensuring adequate internal consistency of multiple items for each construct. As a second step, a Meals-On-Wheels (MOW) recipient perception model was estimated. The model's fit as indicated by these indexes was satisfactory and path coefficients were analyzed. Two paths between (1) volunteer issues and behavioral intention and (2) responsiveness and behavioral intention were not significant. The path for predicting a positive relationship between food quality and satisfaction was supported. The results show that having high food quality may create recipient satisfaction. The findings suggest that food quality and responsiveness are significant predictors of positive satisfaction. Moreover, satisfied recipients have positive behavioral intention toward MOW programs.

• 한국의류학회지
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• 제36권12호
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• pp.1318-1329
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• 2012

In-store atmospherics involve quantified physical and social aspects; however, the social quality of a web-based retailing context has largely been under-examined. This study addressed some antecedents and consequences of social ambience in virtual shopping (or e-social ambience) within a web-based U.S. retailing fashion context. This study explored the role of social cues as a viable antecedent to e-social ambience and emotions as its consequence. A conceptual framework was built postulating the effect of social cue for web content, on e-social ambience, emotions, and e-shopping enjoyment. The experimental results (n=488) on a fictitious retail T-shirt website confirmed the positive correlation among the variables; in addition, the level of social cues included within the web content significantly increased the level of customer-perceived e-social ambience of the website and subsequent positive on-site emotions. On-site emotions positively influence purchase intentions. The results expand the current understanding of e-store management by providing novel insight relevant to fashion companies that wish to provide customers with a quality website shopping experience.