• 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.

• 한국의류학회지
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• 제23권2호
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• pp.284-295
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• 1999

The purpose of this study was to investigate characteristics on Department stores consumers and to compare consumer characteristics among shopper types and department store types. For this purpose an ethnographic approach which is a kind of qualitative analysis was performed first. And then The data were collected from 600 female consumers over twenties and residing in Pusan Finally 499 data were used for the statistical analysis. 1. The results of clothing shopping orientations study were as follows : As a result of qualitative analysis those who patronize department stores were recreational/convenience shoppers. From quantitative analysis clothing shopping orientations were factor analyzed. which resulted in eight factors ; Recreational Shopping Convenience Shopping. Sensibility Seeking Well-Known Brand Preference Fashion Seeking Economic Shopping Sel-confidence in clothing shopping Convenient store shopping. 2. The results of store choice criteria study were as follows: As a result of concentrative observation eight store choice criteria dimensions were categorized : Service Store Atmosphere Promotion/Facilities Product Convenience Advertisement VMD Traffic/Location Convenience. From quantitative analysis eight store choice criteria factors emerged; Service Store Atmosphere Promotion/Facilities Assortment Shopping Convenience Advertisement VMD Traffic/Location Convenience. 3. According to the factor scores of recreational shopping and Convenience shopping consumers were segmented into four shopper types ; High Shopping-involved Shopper Recreational Shopper Convenience Shopper and Low Shopping-involved Shopper. Department types were divided into a large enterprise department stores and local department stores. Consumer characteristics such as clothing shopping orientations store choice criteria purchase behavior variables and demographic variables were significantly different in shopper types and department store types were significantly different in clothing shopping orientations and tore choice criteria.

• 한국의류학회지
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• 제29권3_4호
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• pp.511-522
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• 2005

The purpose of this study is to analyze the organization of trading area and fashion trend in Gumi based on the observation of fashion brand stores which had been undertaken on a regular basis from July 2001 through July 2004. Gumi has over 1,000 stores located in main trading streets, about $25\%$ of which was fashion retail stores. In July 2004, $64.6\%$ of them was selling branded products, and the number of unisex casual wear stores was the greatest, followed by women's casual wear stores, sportswear stores, and children's wear stores. On the main streets of Gumi, casual attires as well as casual wear stores can be easily observed because the population of eumi is young compared to that of other regions. Among casual wear brands, especially sensory, or trendy casual wear brands such like BNX, A6, Coax, Koolhaas, EXR, and Smex came into Gumi area in large numbers since fall of 2002. From the observation data, dynamic and systemic effects of economic state, population, seasonal elements, product characteristics, etc. on the organizations of trading area were identified.

• 유통과학연구
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• 제13권2호
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• pp.85-94
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• 2015

Purpose - This study attempts to examine the impacts of consumers' perceived service convenience of retailers on various service performance metrics such as service quality and customer satisfaction. It also tries to investigate differences in the importance of service convenience dimensions on service performance between a department store and a general super market. Research design, data, and methodology - The four hypotheses in this study were proposed and tested. Two hypotheses were on the causal relationships between service convenience dimensions and service performances (service quality and customer satisfaction). The other two hypotheses were on comparisons for the effects of convenience dimensions on service quality and customer satisfaction between department stores and general super markets. To test the hypotheses, three department store chains (Hyundai, Lotte, and Shinsegae department Store) and three general super markets (E-mart, Homeplus, and Lotte mart) were involved. Overall, 510 usable responses were used. The data were analyzed using regression analysis. Results - The results largely support the hypothesized relationships of the proposed model. The results show that access convenience, transaction convenience, benefit convenience, and post-benefit convenience have positive influences on service quality, whereas decision convenience, access convenience, transaction convenience, benefit convenience, and post-benefit convenience have positive effects on customer satisfaction. Furthermore, the results show that there are differences between department stores and general super markets in the effects of benefit convenience and post-benefit convenience on service quality as well as the effects of transaction convenience and post-benefit convenience on customer satisfaction. Conclusions - The concept of service convenience is important in retail environments but little is known about this topic in retail literature. Specially, while service convenience dimensions have different impacts on service performance in distinct retail environments, there has been little investigation or comparison between retail types as regards service convenience. This study is the first to test the differences between distinct retail types (department stores and general super markets) on the service convenience-service performance links. Managerially, the findings of this study suggest that the service convenience management of retailers is an important part of successful service performance management. Because it is most important that both department stores and general super markets enhance benefit convenience to improve service performance, managers of both store types need to invest their resources to reduce consumers' perceived time and effort expenditures to experience the retailer's core benefits. Therefore, the results of this study suggest that retail stores should spend human and financial resources to enhance customer perceptions of service convenience, while also considering what constitutes the service outcome in the consumer's mind. Furthermore, the findings suggest that managers need to use different service convenience management tactics in department stores and general super markets. Specifically, managers in general super markets should pay more attention to benefit convenience and transaction convenience to achieve better service performance whereas managers in department stores should concentrate on post-benefit convenience to create customers' positive evaluation.

• 유통과학연구
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• 제15권8호
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• pp.5-14
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• 2017

Purpose - This study empirically analyses the sale changes in large retail stores directly resulting from increased controls on those stores. More specifically, we discuss the economic impacts on Korean regulations that restrict trading hours and mandate statutory store closure 'holidays' twice per month. Research design, data and methodology - we attempt to empirically analyse the economic effects of trading hours regulations through quantitative analysis of the sales revenue data of large retail stores. We introduce the data and methods of empirical analysis used to analyse the economic effects of trading-hour regulations on large retail stores. We use a panel regression to analyse the sales losses of large retail stores caused by the new constraints on business hours. Results - The results of this study show that the sales of large retail stores fell by the average of 3.4% per month during the regulation periods. However, regulations affecting large retail stores have various economic impacts, including variations in sales, changes in consumption patterns, and influences on consumer welfare and national economy. Conclusions - Such changes may also be captured by other metrics: accordingly, further researches are needed to measure the impact of regulations on economic indicators such as employment and GDP.

• 유통과학연구
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• 제19권3호
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• pp.49-60
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• 2021

Purpose: This study aims to utilize geographic data to analyze how various retail formats of large-scale stores around the traditional market affect the performance of the traditional market in Seoul, Korea. Research design, data, and methodology: The two types of catchment areas were demarcated (circle of 1km radius and Thiessen polygon) for each traditional market, and the large-scale stores located within each catchment area were identified for 153 traditional markets in Seoul, Korea. Additionally, multiple regression analysis was utilized. Results: The results revealed that the influence on the performance of the traditional markets were different depending on the retail format of the large-scale stores. Large discount stores were found to have a negative effect on the sales and the visitors of traditional markets, whereas complex shopping malls and department stores had a positive effect on the traditional markets. Conclusions: As a result of the differences in the retail format such as product categories and leisure functions, the impact of some large-scale stores on the traditional market may have a greater agglomeration effect than the consumer churn effect. Therefore, it is suggested that in the regulation of these large-scale stores, the differences in retail format should be considered for the future.

• 한국포장학회지
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• 제27권2호
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• pp.71-84
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• 2021

The purpose of this study is to establish a new management strategy to meet customer needs of discount stores as customers demand higher and more diverse services in addition to low prices. An empirical analysis on consumers to explore the structural relationships between the quality, environmentally friendliness, consumer perception, service value, and emotional response of retail ready packaging (RRP) in discount stores in order to find out how they affect customer satisfaction and repurchase intention. First, it was confirmed that the RRP quality of discount stores that affects customer satisfaction is mediated by the emotional response. Second, it was found that RRP in discount stores should continue to devise strategies to improve service quality along with efforts to provide more benefits perceived by customers to increase customer satisfaction and repurchase intention. Third, it was confirmed that the RRP image of discount stores has a positive (+) effect on service value, emotional response, customer satisfaction, and repurchase intention.

• 한국의류학회지
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• 제16권2호
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• pp.155-168
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• 1992

The purposes of this study were: (1) to identify the image dimensions of apparel stores according to how the consumers rate the importance of store attributes; (2) to classify the apparel stores in Seoul, Korea according to consumers' perception of the image attributes of their preferred store; (3) to develop a positioning map of the apparel stores according to their salient image dimensions; and (4) to classify the female adults in Seoul according to the criteria of their preferred store and to describe the characteristics of target customers according to storetype. 'A questionnaire was developed to measure store patronage, perceived importance of the store image attributes, perception of the store image attributes for the respondent's most frequently patronized store, and demographic information. Data from 520 female adults living in Seoul were analyzed. The results were as follows; 1. The image dimensions of fashion stores were product quality, shopping convenience, location, promotion, atmosphere, product information, design characteristics and price. 2. The apparel stores in Seoul were classified into five groups by the perception of store image, which were labeled as national chain store, designer store, specialty store, wholesale store and independent store, according to their discriminant characteristics. 3. According to the positioning map, product quality and location convenience were identified as the most important apparel store type patronage criteria. 4. The female adult group divided by store preference indicated significant differences in the perceived importance of store attributes. Each group showed multi-store patronage.

• 복식문화연구
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• 제8권1호
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• pp.40-52
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• 2000

The purposes o this study were to investigate buying behaviors of patrons of six retail store types for clothing and the satisfaction levels of the six store types (department stores, specialty stores, chain store, discount stores, bonded goods stores and traditional market), and to test the differences in purchase behaviors and store satisfaction levels among the groups determined by demographic characteristics. A questionnaire survey was administered to male and female university students living in the Seoul metropolitan area from April 27 to May 11, 1999 ; 443 were collected and 391 were used for the data analysis. Data were analyzed by SPSS statistical package. Descriptive statistics, t-test, ANOVA, Chi-square analysis and Duncan's multiple range test were employed for the data analysis. In terms of the store usage, most of the subjects tended to choose the store types they patronized for buying coats, suits, blouses, T-shirts, slacks/skirts and jeans items ; but, they used department store and specialty store for coat, suit, blouse, T-shirt, slacks/skirt and jeans for purchasing selected clothing items. Regarding criteria used for store selection, the most important criterion was the diversity of products offered and other store types. In terms of the store satisfaction levels of the six store types, the patrons of all store types were most satisfied with the stores they patronaged.

• International Journal of Quality Innovation
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• 제3권2호
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• pp.183-198
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• 2002

The purpose of this research is mainly to make an analysis and comparison of the purchasing behaviors of consumers in Mainland China and Taiwan. We precede this research with a questionnaire survey. In Mainland China, we targeted consumers of 10 department stores of the Parkson Plaza Co., Ltd. that are located in 10 different cities. In Taiwan, we selected 3 department stores of the Far Eastern Department Stores in 3 cities. The results of this analysis indicate the importance of quality attributes to the consumers for both Mainland China and Taiwan, albeit with some differentiations. The consumers in China are more focused on the merchandise for example as well as imitation, quality and price. Contrarily, the consumers in Taiwan are more attentive to service quality and parking Issues. On the level of evaluation of satisfaction, the differences are not so obvious for both sides. For example, the quality attributes of “No imitation products” and “Friendly servers” are ranked as the most satisfactory items for both sides. Generally speaking, the service quality of Taiwan's department stores is very outstanding. There are also some differences in the areas of lesser satisfaction between consumers of China and Taiwan. The consumers in China identified the quality attribute “the designs of merchandising, display and the usage of each floor” as the most dissatisfactory item, while the performance on this quality attribute is well accepted by the consumers of Taiwan's department stores. Another contradiction is that Taiwan's consumers are more concerned about “Parking”; this quality attribute obtained much less attention from the consumers in Mainland China. From the analysis of determinants that will have impacts on the willingness of customers to buy again, we found that the viewpoints of consumers from both sides are quite similar. The two main factors are “quality of merchandise” and “service quality”. However, the consumers in Mainland China care more about “the price of merchandise”; this is less important to the consumers in Taiwan. We may conclude from the importance and satisfaction level of the quality attributes and determinants for return customers that differences are caused mainly by the different management of the department stores and the different living circumstances of people across the straights.