• Journal of Distribution Science
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• v.14 no.4
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• pp.93-101
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• 2016

Purpose - As more consumers pursue high quality products at reasonable prices, Korean retail companies are increasing investment in expanding their outlet stores. Despite the growing importance of the outlet business, there has been very little empirical research on consumers' outlet shopping behaviors. This study aimed to investigate the relationships between consumers' perceived product value (performance quality, value for money, and social value) of outlet stores and overall shopping satisfaction and the effect of shopping satisfaction on outlet store loyalty. Research design, data and methodology - The authors developed a structural model in which performance quality, value for money, and social value of products are proposed to affect overall outlet shopping satisfaction, thus increasing customer loyalty. To analyze the research model, data were collected from 88 shoppers at suburban outlets. SPSS 21.0 and AMOS 21.0 were utilized to test the hypotheses. The unidimensionality of each construct was supported from the results of the reliability test with Cronbach's α and confirmatory factor analyses. Correlation analysis was performed and the results warranted the nomological validity of the measures. The fit statistics of the overall model analysis demonstrated an acceptable fit(X²(₁₆₁)=171.651, p=.000; X²/df=1.546; GFI=.821, NFI=.879, TLI=.942, CFI=.953, RMR=.035, RMSEA=.079). Results - The findings are as follows. First, consumers' perceived value of product performance quality had a significant positive effect on overall outlet shopping satisfaction. Consumers, who evaluate performance quality of the product more positively, tend to express stronger satisfaction and happiness about outlet shopping experience. Second, consumers' perceived social value of outlet products influenced their overall satisfaction significantly. Consumers who believe that products of outlet stores enhance self-concepts are more likely to satisfy with outlet shopping experience. However, consumers' perception of outlet products on value for money was not found to significantly influence overall shopping satisfaction. Finally, overall shopping satisfaction had a significant and positive influence on loyalty. Conclusions - While outlet retailers have traditionally focused on promoting competitively priced merchandise, the results of this study suggest that customers' overall satisfaction with outlet shopping is influenced more by the non-price-related product values. In the context of an outlet shopping environment, performance quality and social value of the products were found to be more critical predictors of customer overall satisfaction. Therefore, it would not be efficient for outlet retailers to highlight economic value of their merchandise. Instead, they need to investigate the performance quality of the products regularly and try to deliver quality guaranteed goods to enhance customer satisfaction. Also, outlet retailers should differentiate their businesses by carrying more unique and prestigious brands and emphasize higher social value and symbolic meanings of their products. As competition among outlet retailers are getting fierce, retail companies need to focus on strengthening customer loyalty with a long-term perspective. With a deeper understanding of the relationship between consumers' perceived product values and shopping satisfaction, outlet retailers will be able to develop customer loyalty strategies effectively and to achieve competitive advantage.

• Culinary science and hospitality research
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• v.24 no.2
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• pp.112-118
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• 2018

The purpose of this study is to develop and test a model that explains the effect of experiential marketing factors on: 1) brand image, 2) satisfaction, and 3) loyalty in context of restaurants located in complex shopping mall. In addition, the study clarified how these variables relate to each other. Survey were distributed to customers who have visiting experience(s) in a restaurants in complex shopping mall. Total 360 participants were distributed and 344 questionnaires were used for analysing. The confirmatory factor analysis and structural equation modeling(SEM) have been employed research methods for frequency analysis, reliability analysis and measurement model validation. The findings of this study identified that relation factor of experiential marketing elements was only significant factor on brand image Furthermore, sense and recognition were critical components of customer satisfaction. Last, present study also identified the significant relationship between satisfaction and customer loyalty. These findings may contribute to provide valuable marketing strategic for this business segmentation, and it can be utilized as a fundamental study to establish an efficient business plan to increase revenue especially for restaurant business located in complex shopping mall.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.6 no.3
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• pp.147-175
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• 2011

The purpose of this study is to examine the effects of store choice criteria on customer satisfaction and store loyalty, and the moderating effects of customer emotions on the causal relationship between store choice criteria and customer satisfaction. In this regard, this study tries to identify the effects of store choice criteria on customer satisfaction and store loyalty in case of mass merchandisers, and to analyze the moderating effects of customer emotions on the causal relationship between store choice criteria and customer satisfaction. For this purpose, 300 customers, who have ever shopped at mass merchandisers, were surveyed and 246 valid responses were finally used for the data analysis. The results of this study are as follows. First, out of six store choice criteria, product factors, store reputation and physical environment turn out to have statistically significant effects on customer satisfaction. This result confirms those of the previous studies. On the other hand, store accessibility, subsidiary facilities and store atmosphere are not found to have statistically significant effects on customer satisfaction. This result is somewhat different from those of previous studies, and so further research on the subject needs to be carried out. Secondly, it turns out that customer satisfaction has a statistically significant effect on store loyalty, which is in line with the results of previous studies that perceived emotions affect customers' store attitudes which in turn influence their revisit intentions. Thirdly, as for the moderating effects of customer emotions on the relationship between store choice criteria and customer satisfaction, pleasure moderates the effects of store accessibility, subsidiary facilities and store atmosphere on customer satisfaction, arousal moderates the effects of product factors, subsidiary facilities and store reputation on customer satisfaction, and finally dominance moderates the effects of product factors and subsidiary facilities on customer satisfaction. These findings partially support the results of previous studies that customers' in-store emotional experiences such as feeling good or bad enhance their store loyalty.

• Culinary science and hospitality research
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• v.22 no.4
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• pp.333-352
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• 2016

The purpose of the study is to analyze the effect relationships among variables focusing on what kinds of characteristics of LOHAS dining space display affect image, trust, satisfaction, and loyalty in hotels, and establish a relationship model. From the survey design and empirical analysis, examining the hypothesis and applying model was analyzed suitable. The results of the study were as follows. First, it was revealed that the LOHAS dining space display has a positive influence on image, trust and satisfaction of hotel. Second, hotel image has a positive influence on customer trust and loyalty. In addition, customer trust has positive impact on customer trust and loyalty. From the results of this investigation, it was found that LOHAS dining space display affects hotel image, trust and satisfaction, and that the customer satisfaction was positively influential on loyalty. As a result, all hypotheses were partly supported. Overall, when LOHAS dining space display was stressed, it affected image, trust, satisfaction, and loyalty in hotels. It was also verified that LOHAS dining space display affects hotel image, trust and satisfaction. Moreover, it was also confirmed that the higher LOHAS dining space display is, the higher hotel image, trust, satisfaction and loyalty will be, thereby improving the service quality provided by employees.

• Journal of Korean Society for Quality Management
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• v.49 no.4
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• pp.483-503
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• 2021

Purpose: The purpose of this study is to investigate the service quality factors in terms of customer trust, satisfaction and loyalty of the Korean telecommunication companies(SKT, KT, LG U+). Specifically, this study presents new business strategies of the each company, thereby pursuing the innovation for mature stage. Methods: To analyze the telecommunication service quality factors that contribute to customer trust, satisfaction and loyalty, this study conducted a survey targeting customers of each company. Using the data collected, the research model was built, and empirical analysis was performed through statistical processing to verify the model. Furthermore, the clarification of each hypothesis were held including the comparison analysis of each company data. Results: The results of this study are as follows; (1) When it comes to total dataset, all quality factors including trust, satisfaction and loyalty showed significant relationship, accepting every hypothesis. (2) However, for SKT and LG U+, empathy showed no significant impact on trust while the others showed significant effect. (3) Finally for KT, all service quality factors such as responsiveness, empathy, security, and customer enablement had a significant effect on trust. Conclusion: As the development of platform industry are intensified, telecommunication companies are required to manage service quality factors thoroughly, especially focusing on customer privacy and security.

• Journal of Global Scholars of Marketing Science
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• v.19 no.4
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• pp.57-63
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• 2009

With an exponential increase in electronic commerce (e-commerce), marketers are attempting to gain a competitive advantage by emphasizing service quality and post interaction service aspects, which leads to customer satisfaction or behavioral consequence. Particularly for apparel, service quality is one of the key determinants in encouraging customer e-loyalty, and hence the success of apparel retailing in the context of electronic commerce. Therefore, this study explores e-service quality (E-SERVQUAL) factors and their unique effects on e-loyalty for apparel online shopping based on Parasuraman et al' s (2005) framework. Specific objectives of this study are to identify underlying dimension of E-SERVQUAL, and analyze a structural model for examining the effect of E-SERVQUAL on e-loyalty for online apparel shopping. For the theoretical framework of service quality in the context of online shopping, literatures on traditional and electronic service quality factors were comparatively reviewed, and two aspects of core and recovery services were identified. This study hypothesized that E-SERVQUAL has an effect on e-loyalty; customer satisfaction has a positive effect on e-service loyalty for apparel online shopping; and customer satisfaction mediates in the effect of E-SERVQUAL on e-loyalty for apparel online shopping. A self-administered questionnaire was developed based on literatures. A total of 252 usable questionnaires were obtained from online consumers who had purchase experience with online shopping for apparel products and reside in standard metropolitan areas, in the United States. Factor analysis (e.g., exploratory, confirmatory) was conducted to assess the validity and reliability and the structural equation model including measurement and structural models was estimated via LISREL 8.8 program. Findings showed that the E-SERVQUAL of shopping websites for apparel consisted of five factors: Compensation, Fulfillment, Efficiency, System Availability, and Responsiveness. This supports Parasuraman (2005)'s E-S-QUAL encompassing two aspects of core service (e.g., fulfillment, efficiency, system availability) and recovery related service (e.g., compensation, responsiveness) in the context of apparel shopping online. In the structural equation model, there are five exogenous latent variables for e-SERVQUAL factors; and two endogenous latent variables (e.g., customer satisfaction, e-loyalty). For the measurement model, the factor loadings for each respective construct were statistically significant and were greater than .60 and internal consistency reliabilities ranged from .85 to .88. In the estimated structural model of the e-SERVEQUAL factors, the system availability was found to have direct and positive effect on e-loyalty, whereas efficiency had a negative effect on e-loyalty for apparel online shopping. However, fulfillment was not a significant predictor for explaining consequences of E-SERVQUAL for apparel online shopping. This finding implies that perceived service quality of system available was likely to increase customer satisfaction for apparel online shopping. However, it was not supported that e-loyalty was determined by service quality, because service quality has an indirect effect on e-loyalty (i.e., repurchase intention) by mediating effect of value or satisfaction in the context of online shopping for apparel. In addition, both compensation and responsiveness were found to have a significant impact on customer satisfaction, which influenced e-loyalty for apparel online shopping. Thus, there was significant indirect effect of compensation and responsiveness on e-loyalty. This suggests that the recovery-specific service factors play an important role in maximizing customer satisfaction levels and then maintaining customer loyalty to the online shopping site for apparel. The findings have both managerial and research implications. Fashion marketers can establish long-term relationship with their customers based on continuously measuring customer perceptions for recovery-related service quality, such as quick responses to problem and returns, and compensation for customers' problem after their purchases. In order to maintain e-loyalty, recovery services play an important role in the first choice websites for consumers to purchase clothing. Given that online consumers may shop anywhere, a marketing strategy for improving competitive advantages is to provide better service quality, maximize satisfaction, and turn to creating customers' e-loyalty for apparel online shopping. From a researcher's perspective, there are some limitations of this research that should be considered when interpreting its findings. For future research, findings provide a basis for the further study of this important topic along both theoretical and empirical dimensions. Based on the findings, more comprehensive models for predicting E-SERVQUAL's consequences can be developed and tested. For global fashion marketing, this study can expand to a cross-cultural approach into e-service quality for apparel by including multinational samples.

• Journal of the Korean Society of Clothing and Textiles
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• v.33 no.3
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• pp.366-378
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• 2009

The purpose of this study was to understand fashion product consumers' relationship dissolution by considering the characteristics of customer behavior and examining the connection between the main variables. The survey was conducted on 623 women over 20 years old who had experienced relationship dissolution or problems with regular fashion stores in the areas of Seoul and Kyungki in September 2005. The SPSS 12.0 package and Amos program were used to analyze the data. The results of this study were as follows: First, service recovery justice of a fashion store, interactional justice, distributive justice, and procedural justice had effects on encounter satisfaction. Furthermore, encounter satisfaction influenced relationship dissolution behavior, voice, exit, loyalty, neglect via overall satisfaction. Second, there were differences in relationship dissolution behavior according to consumer loyalty and switching costs.

• The Korean Journal of Food & Health Convergence
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• v.10 no.1
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• pp.7-15
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• 2024

The bakery cafe and dessert industry in Korea is expanding, but it requires continuous innovation to remain competitive and adaptable. Therefore, this study aims to examine the effect of five sense factors on customer satisfaction and relationship continuance intention in Korean dessert cafes. A survey was conducted among 200 consumers who had visited a Korean dessert cafe in Seoul and Gyeonggi Province. Regression analysis was conducted for hypothesis testing, and the research results are as follows. First, among the five sensory factors in Korean dessert cafes, gustatory, visual, and olfactory factors positively impacted customer satisfaction and relationship continuance intention. These results suggest that the taste and presentation of Korean desserts in cafes and the aroma of both the desserts and the café are essential. However, auditory and tactile factors did not impact customer satisfaction and intention to continue the relationship. Second, customer satisfaction improved the intention to continue the relationship. This finding suggests that improving customer satisfaction in Korean dessert cafes positively impacts maintaining customer loyalty. Therefore, operators of Korean dessert cafes should consider gustatory, visual, and olfactory aspects when developing dessert menus and planning the physical environment of their restaurants.

• Fashion & Textile Research Journal
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• v.10 no.5
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• pp.625-635
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• 2008

The purpose of this study was to investigate the mediating roles of the relationship quality and the switching cost during the processing of effects of service quality on the service loyalty in the beauty industry. Service quality factors were defined as the interaction quality, the outcome quality and the physical environment quality. The relationship quality were defined as the satisfaction and the trust of customer. Amos was used to analyze the research hypotheses and the proposed model. All research hypotheses were adopted. The empirical results were as follows; Service quality influenced positively on the relationship quality, and then the relationship quality yielded the service loyalty. Also the relationship quality influenced positively on the switching cost and then the switching cost influenced positively on the service loyalty. Each service quality dimension had a significant effect on the satisfaction, the trust and the relative importance of service quality dimensions on the satisfaction, the trust followed the order of the interaction quality, the outcome quality and the physical environment quality.

• Journal of Korea Society of Industrial Information Systems
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• v.15 no.4
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• pp.83-101
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• 2010

Competition in Internet open-market has become fiercer as much for its growth possibility in differentiating from the general commercial market. For this reason, internet open-market entrepreneurs should make effective strategy in improving customers' e-loyalty to survive in the highly competitive internet open-market as in off-line market and to aim for growth through constant profit making. To satisfy with the goal, this study has been performed as the empirical research that confirms to the influence and relationship of e-service quality affected on the perceived value, customer satisfaction and e-loyalty. This is based on the result that e-service quality affected on e-loyalty for internet open-market. The research results are shown as follows; first, all factors including the perceived value and customer satisfaction, except possibility of system use, have the effect of e-service quality. Second, the perceived value between measurements affects significantly on customer satisfaction. And third, the perceive value and the customer satisfaction are a1so meaningfully influential to e-loyalty. The result presents important point that entrepreneurs in Internet open-market need to do their best to maintain in making profits for the future by improving the customers' e-loyalty and securing customers with high loyalty via continually revealing new influential factors on e-service quality, perceived value, and customer satisfaction.