• 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.

• 한국프랜차이즈경영연구
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• 제14권3호
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• pp.1-16
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• 2023

Purpose: In the post-COVID-19, many consumers still feel uncomfortable with crowding in closed spaces. This study investigates how non-crowding affects consumer satisfaction and restaurant visit intention. Research design, data, and methodology: The data were collected from 350 people aged 20 and above. A total of 347 respondents, excluding 3 unfaithful respondents, were analyzed using Smart PLS 4.0 program. Result: Both spatial and human crowding have significant effects on satisfaction. On the other hand, neither spatial nor human crowding directly affected dine-out intention significantly. In addition, spatial crowding was found to have a direct and significant effect on in-store dining intention, but human crowding did not have a direct and significant effect on in-store dining intention. It was found that satisfaction had a significant effect on both dine-out intention and in-store dining intension. Conclusions: This study has expanded the range of consumer behavioral intentions by applying a non-crowded environment (S) to the SOR theory. Also, Consumer behavioral intention was expanded by dividing visit intention into a dine-out and in-store dining intention. Therefore, we propose measures to minimize human crowding by introducing a system such as adjustment of store operating hours, reservation system, store opening time alarm system, and reduction of cooking time.

• 산경연구논집
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• 제9권2호
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• pp.73-80
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• 2018

Purpose - The purpose of this study is to clarify the difference of store attributes of Korean consumers and to analyze it's influence on consumer satisfaction in duty free stores which gain ground inch by inch in the distribution chanel. And it is to find discriminative result as compared with foreign consumer. Research design, data, and methodology - Subjects for the quantitative study, quota sampling was adopted in the Lotte, Shilla downtown and airport duty free stores from the first to 15^th December 2016 and 177 questionnaires from Koreans who had purchasing experience in off line duty free store were analyzed. The data was analyzed by using factor and reliability analysis, descriptive statistics analysis, the independent sample t-test and multiple regression analysis. To test consistency, Cronbach's alpha was used. Results - The result were as follows; 1. Korean consumers consider the importance of store attributes in duty free stores in order Product, Economic Feasibility, Convenience, Promotion, and Accessibility. 2. The meaningful impactive factors of duty free store attributes on consumer satisfaction turned out Product and Promotion. 3. These results show meaningful distinction between Koreans and foreigners in terms of consumer satisfaction in duty free stores. Conclusions - A marketer who is working for duty free store consider now that price benefit can not give strong impact to Korean consumers more and should concentrate on various brand assortment even including private brand. In terms of promotion, most duty free shops put special stress on foreign consumer's wants now as highly increasing of Chinese travelers but Korean consumer's sales portion and number of visitor also are steadily increasing. Therefore, a duty free marketer should prepare the Korean-oriented services with more enhanced promotion strategies for individual and group travellers, for example, a mileage service, VIP room and social network system to satisfy Korean consumers. In order to get satisfaction from Korean consumers, it makes effort on product and promotion than accessibility, price and convenience. Due to high level influence, further study is needed to enlarge to on-line market and to develop private brands for duty free stores.

• 경영과정보연구
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• 제31권1호
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• pp.65-88
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• 2012

지난 선행연구에서 고객만족이 중요하게 다루어졌던 이유는 고객만족을 통한 재구매 및 충성도 확보가 가능하기 때문이다. 다른 소매점포 유형과 차별화를 시도하는 백화점의 경우에도 고객만족은 고객충성도를 제고하기 위한 필수적인 요소이다. 지난 선행연구들이 백화점의 고객만족을 설명하기 위해 단순히 마케팅믹스 요인에 대해서만 접근했다면, 본 연구는 백화점의 차별적인 서비스 요인이 마케팅 믹스와 더불어 고객만족에 어떤 영향을 미치는지를 살펴보는 것이다. 연구의 결과, 입지(유통)요인과 촉진요인은 고객만족에 통계적으로 유의하게 긍정적인 영향을 미치는 것으로 나타났다. 마케팅 믹스의 나머지 제품과 가격의 경우에는 통계적으로 그 영향의 정도를 확인할 수 없었다. 무엇보다도 본 연구에서 추가적으로 고려했던 서비스 요인은 강력하게 고객만족에 긍정적인 영향을 미치는 것으로 나타났다. 그러므로, 백화점의 경우에는 마케팅 전략을 수립함에 있어 마케팅 믹스뿐만 아니라 다양한 서비스 요인에 대해 고려할 필요가 있다고 말할 수 있다.

• 한국콘텐츠학회논문지
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• 제13권11호
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• pp.366-381
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• 2013

본 연구에서는 식품소매점을 대상으로 브랜드다양성, 상품품질, 보증, 종업원서비스, 물리적환경 등 점포 이미지 구성요인과 만족, 신뢰 및 충성도 간의 구조적 인과관계를 확인하였다. 설문은 식품소매점에서 최근 1년 간 구매경험이 있는 소비자를 대상으로 표본을 추출하였다. 수집된 자료는 SPSS 19.0과 AMOS16.0 통계패키지를 이용하여 연구가설을 검증하였다. 연구결과는 다음과 같다. 첫째, 상품품질 및 종업원서비스는 만족과 신뢰에 영향을 미치었지만, 물리적환경은 만족에만 영향을 미치었다. 둘째, 어떠한 점포이미지 구성차원도 충성도에는 직접적인 영향을 미치지 않았다. 셋째, 만족은 신뢰 및 충성도에 영향을 미친 반면, 신뢰는 충성도에 영향을 미치지 않는 것으로 확인되었다. 따라서 점포이미지를 통해 고객의 충성도를 구축하기 위해서는 만족과 신뢰 등 관계품질을 향상시켜야 하며, 궁극적으로 충성도를 형성하는 변수들을 중심으로 점포이미지를 형성해야 할 것이다.

• 복식
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• 제50권8호
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• pp.17-28
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• 2000

The purposes of this study were to determine dimension of apparel expectations, performances and service quality of discount store and thereby, to analyze effect of apparel commodities dimension (expectations, performances, disconfirmation and satisfaction) and service dimension(service quality and satisfaction ) on repurchase intention. The subject were 363 women in the age of twenty to sixty years old who live in Seoul and the suburban of Seoul. The results of this study could be summarized as follows : It was found that discount score consumers' expectation and performance with apparel commodities were classified 2 factors of the function and expression. On the other hand, the dimensions of service quality were found to have such 4 factors as reliability, VMD, convenience, and facilities. 2. It was found that consumers' intention of repurchase of discount store were affected by such variables as disconfirmation and service quality. While less frequent users were affected by expectations and disconfirmation with apparel commodities, more frequent users were affected by such variables as disconfirmation, service quality and service satisfaction. Meanwhile, discount store users were found to be affected by disconfirmation, and off-price store users were affected by disconfirmation: and service quality. 3. More frequent users of discount store scored more on average than less frequent users in terms of expectation, performance, disconfirmation, and satisfaction with apparel commodities and intention of repurchase. On the other hand, off-price store users scored more on average than discount users in terms of expectation and performance with apparel commodities and Intention of repurchase.

• 산경연구논집
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• 제11권12호
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• pp.29-38
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• 2020

Purpose: The purpose of this study is to empirically analyze the effect of chatbot service quality, chatbot trust, and chatbot satisfaction on chatbot reuse intention and store reuse intention. Research design, data, and methodology: We reviewed the literature on domestic and international chatbots, established hypotheses, and analyzed them. We empirically analyzed the process model in which chatbot service quality (interaction quality, information quality) has a positive effect on chatbot trust and chatbot satisfaction, and that chatbot trust and satisfaction positively affect chatbot reuse intention and store reuse intention. A survey was conducted on 212 people who had used shopping mall chatbots and financial service chatbots after demonstrating the shopping mall chatbot video. Structural equation modeling was conducted by using AMOS 24.0 to test the proposed relationships. Results: As a result of the empirical analysis, the effects of interaction quality on chatbot trust and information quality on chatbot satisfaction were not supported, but the rest of the hypotheses were statistically significant. It was found that the information quality of chatbot service had a positive effect on chatbot trust, but did not significantly affect chatbot satisfaction. In addition, the interaction quality of the chatbot positively affects the satisfaction of the chatbot, but it does not significantly affect the trust of the chatbot. Chatbot trust was found to have a positive effect on chatbot satisfaction. Chatbot trust and chatbot satisfaction were found to have a positive influence on the intention to reuse the chatbot. And, chatbot trust and chatbot satisfaction were found to have a positive influence on store reuse intention. Conclusions: The findings of this study offer significant theoretical and managerial contributions in the context of chatbot. Chatbots should enhance customer contact quality management from the perspective of total customer experience management rather than partial function. When providing a chatbot service, it is more desirable to give priority to providing accurate information to increase trust, and at the same time to improve customer satisfaction by increasing the quality of interaction. And in order to increase the competitive advantage of companies, the purpose of introducing chatbots should be clarified and approached strategically.

• 유통과학연구
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• 제15권1호
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• pp.71-81
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• 2017

Purpose - Consumers heuristically have a specific stereotype on the price level of individual retail format because each format provides them with a different level of purchase satisfaction and emotional benefits. However, if price image which is consumers' overall impression of the aggregate price level of a retailer does not match with their expectations, its price level would be perceived as unfair. It will eventually lead to dissatisfaction and decreased revisit intention. Focused on department store and discount store, this study was designed to verify whether the price fairness plays a role of mediating effect on two influential relationships between price image and post-purchase satisfaction, and price image and repatronage intention. Research design, data, and methodology - A main survey was conducted to 140 students and 128 effective responses were used for the related analysis. T-test, factor analysis, reliability test, and mediated regression analysis were performed. Six hypotheses were developed to examine the mediating effect of price fairness on the two influential relationships between price image and post-purchase satisfaction, and price image and repatronage intention. It was also examined whether the price image of two different retail format is formed differently or not. Results - People perceived the price images of the two retail formats differently. Overall price level of department store is much higher than that of discount store. Analysis results showed that price image did not solely have a significant influence on post-purchase satisfaction unless price fairness as a mediating variable is added. Price fairness turned out to be having a significant influence on relationship between price image and repatronage intention. It influences on repatronage intention directly and also via price fairness. Conclusions - Post-purchase satisfaction can be achieved only if people perceive the price image as fair no matter how the price level is high or low according to traits of retail formats. If they think it's not fair, they would disapprove of the rightness for the price image, and also express their dissatisfaction with it. Consumers willingly make repeated visits to a store if they are convinced of appropriate price level which is perceived as fair, and if they experienced a satisfaction with overall benefits a particular store offered.

• 복식문화연구
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• 제21권1호
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• pp.42-56
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• 2013

Nowadays the advantages of multichannel retailing strategy in fashion business have been widely discussed, but empirical research on fashion retail has been limited. The purpose of this research is to provide some ideas on multichannel retailing strategy to fashion retailers through the case of UNIQLO. The online survey was conducted on each 100 female customers in their 20s, 30s, 40s living in seoul among UNIQLO customers. The survey was consisted of measurement items for UNIQLO's online store image and offline store image, customer satisfaction, purchase intention, and demographic attributes. The online survey was found that 30.3% of UNIQLO's multichannel customers bought a product from offline store using online shopping mall as a search channel, on the other hand, 20.7% of UNIQLO's multichannel customers bought a product from online store using offline store as a search channel. Factors of the online shopping mall image were consisted of shopping convenience, product information, price policy, trust. And factors of the offline store image were consisted of trust and store, product information, service. Some factors of online store and offline store image had impact on multichannel customer satisfaction. And, customer satisfaction also had impact on purchase intention of UNIQLO product. Some suggestion for the future of multichannel research in fashion retailing was given.

• 유통과학연구
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• 제10권11호
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• pp.79-88
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• 2012

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.