• Journal of Distribution Science
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• v.15 no.4
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• pp.41-57
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• 2017

Purpose - With the growth of the duty free shop field and an increase in the executive interest in it, it becomes necessary to examine if PBZ (1988) SERVQUAL could be applied to duty free shop service reflecting on this increased interest and the importance of marketing strategy alternative managing multinational customers. Therefore, the present research focused on the comparison of Korean and Chinese consumers. We examined how service quality would affect relationship quality and customer loyalty. Research design, data, and methodology - Surveys were distributed to 235 Korean and 220 Chinese consumers who have visited a Korean duty free shop. We analyzed frequency analysis, mean difference analysis, and reliability analysis, exploratory factor analysis, confirmatory factor analysis, structural equation model analysis, and multi-group analysis. Results - First, perceived tangibles, responsiveness, empathy, assurance, price benefits, product diversity, and IT convenience of duty free shop service all appeared to be positive effect on customer satisfaction; at the same time, only tangibles, responsiveness, empathy, assurance, and price benefits positively affected customer trust. Secondly, customer satisfaction and trust that are the components of the relationship quality appeared to be positive effect on customer loyalty. Thirdly, customers' satisfaction was found to play a full mediating role effect among all of the service quality factors with customer loyalty; however, customer trust was found to have the mediating effects only with tangibles, empathy, assurance, and price benefits. Fourthly, we found a difference between how service quality influences relationship quality and how service quality influences customer loyalty as a function of different nationality. As a result, it appeared that price benefits and IT convenience affected customer satisfaction more among Koreans than among Chinese. Finally, it appeared that customer satisfaction and trust affected customer loyalty more among Chinese than among Koreans. Conclusions - The results of this study contribute to the theoretical knowledge, but also provide strategic alternatives to enhance differentiation, international competence of enterprises led by duty free shop and service quality improvement and customer loyalty of enterprises are drawn as a foundation for constructing international customer relationship in future global era.

• Journal of the Korean Society of Costume
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• v.64 no.3
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• pp.93-107
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• 2014

This study examines the differences in store service quality and relationship benefits according to clothing consumption values. This study has collected data from adult consumers in their 20s to 60s via offline and online surveys. A total of 459 survey responses were used for the final analysis. The results of this study were as follows. First, clothing consumption values were composed of 4 factors: emotional, conspicuous, individuality, and practical value. In light of the tendency of consumers' clothing consumption values, consumers have been grouped into 3 consumption groups: hedonic, practical, and practical symbolic. Second, consumers considered price policy product quality, salesperson, product assortment promotion, and convenience of store service quality in the order of importance. Regarding the relationship benefit, consumers considered psychological benefit, economic benefit, informative benefit and social benefit in the order of importance. Third, regarding the importance in service quality for clothing consumption value group, practical symbolic consumption group and practical consumption group considered price policy quality service more important than hedonic consumption group, and practical symbolic consumption group considered product assortment quality, promotion service, salesperson service, convenience of store service more important than other groups. Fourth, regarding the importance of relationship benefits for the clothing consumption value groups, practical symbolic consumption group considered informative benefit and social benefit more important than other groups. The practical symbolic consumption group and practical consumption group considered psychological benefit more important than the hedonic consumption group.

• The Journal of Industrial Distribution & Business
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• v.9 no.12
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• pp.31-43
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• 2018

Purpose - Smartphone shopping malls provide customers with a variety of tangible and intangible services including web sites, web design, use convenience, information for products and shopping and various after services. Accordingly, it is needed to expand and classify service qualities based on the various services provided by smartphone shopping malls, and then analyze path structures of smartphone shopping malls' qualities → customer satisfaction → behavioral intention. The purpose of this study is to categorize the qualities of smartphone shopping mall users based on the e-SERVQUAL by Lee(2002) and the SERVQUAL by Parasuraman et al.(1988, 2005), the smartphone shopping malls' service qualities based on service quality of smartphone shopping malls used in the previous use studies, and the Website quality factors of service industry and to analyze path structure of smartphone shopping mall's qualities → customer satisfaction → behavioral intention on college students in order to confirm the system of smartphone shopping malls' qualities. Research design, data, and methodology - This study's survey was carried out on the college students of university located in northeastern of Seoul. It was from December 7 - 15, 2017, and a total of 240 questionnaires were distributed, with 228 collected. Of them, effective questionnaires used in the final study were a total of 201 except 27 that couldn't be used. In this study, empirical analysis was done with factor analysis, correlation analysis, multiple regression analysis, simple multiple regression analysis and moderating regression analysis by using Statistics Package SPSS18.0. Results - The study results are as follows: First, smartphone shopping malls' qualities were classified into six categories like customer system quality, Web design quality, convenience quality, information-offering quality, service quality, and product quality. Second, it showed that system quality, Web design quality, and information-offering quality had a positive impact on customer satisfaction, respectively. Third, it suggested that quality factors of smartphone shopping mall users had a positive impact on customer satisfaction in the order of quality, information-offering quality, system quality and Web design quality. Finally, it showed that customer service quality, product quality, and convenience quality did not have a positive impact on customer satisfaction. In addition, it said that customer satisfaction of smartphone shopping mall users had a positive impact on behavioral intention and thereby, the higher the customer satisfaction was, the higher the relations between reuse intention and recommendation intention were. Meanwhile, moderating regression analysis showed that trust did not have moderating effect in the relations between customer satisfaction and behavioral intention. The above study revealed that smartphone shopping malls' qualities were classified into six categories and it was possible to generalize after empirical analysis was made in the path structure. Conclusions - Smartphone shopping mall users consider usefulness of obtaining shopping information and quality on quick and abundant shopping information more important than access environment of smartphone shopping malls and kind services of smartphone shopping mall managers. Thereby, smartphone shopping mall marketers need to take service qualities like system quality and information-offering quality into more consideration.

• Journal of the Korean Institute of Rural Architecture
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• v.19 no.1
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• pp.43-50
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• 2017

This paper presents improvement of consumer's access and convenience to Farmers Market(Local Food Shop). We analyzed case studies and proposed plans of Local Food Shop and related facilities. The results are described below. Thorough pre-education and public relations with extensive support for agricultural products in the area and external support are necessary. Most importantly, the consuming population was close. These factors were the factors of success. Tourists' visit is effective. Consumer distance should be within 10km. Long distance tourists need a way to attract tourists on weekends. It is an advantage that there are many consumers. And it would be nice to have a market in the vicinity. And it is necessary to develop various activities such as experience activities and programs. Also, a place convenient for cooperation with the government office, public health center, etc. is good. Accessibility is enhanced when ICs of frequent highway and highway are close to cars. As a suggestion of placing a direct sales place, we will set up a place for consumers to collaborate and relax and also consider the convenience of providers. For the convenience of consumers' shopping, including sales outlets, we set up booths for daily necessities and industrial products, and place other agricultural cooperatives (NACF banks), local cafes and farmer restaurants in front. Consider multifunction combined service center for consumers and farmers.

• The Korean Journal of Food & Health Convergence
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• v.3 no.1
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• pp.1-7
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• 2017

The study has made theoretical system by thesis journals at home and abroad, material of the Association of Convenience Store Industry of Korea, materials of Statistics Korea and reference books. First, the study examined convenience store's brand image, cognized value, quality level, reliability upon brand, structural relation of purchasing intention, and designed models and theses. Second, the first questionnaire consisted of test items of precedent study, and inspected in advance to inspect reliability and appropriateness, and made correction and supplemented problems. Third, SPSS and AMOS statistics were used to conduct empirical analysis and to find out conclusion and implications. In this study, the subject was consumers who visited local convenience stores such as GS25, Seven Eleven and CU last 3 months to buy PB food. Consumers' consumption pattern and culture made change to be reasonable and practical owing to aging society, nuclear family, women's entering into the society, one person household consumer, and convenient and prompt buying to make different consumption pattern and to make change of commodity distribution pattern. Convenience store took action against change of the trend to expand business area by new distribution channels to get another growth source. Private brand (PB) food that was distributor's brand was expanded. The PB product has been competitiveness of food service industry.

• Journal of Distribution Science
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• v.19 no.2
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• pp.15-24
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• 2021

Purpose: The research is to find out the perception of consumers for the convenience store (c - store) image in an emerging market, with a sample from Ho Chi Minh City. Research design, data, and methodology: Data were collected using a 24 - item structured questionnaire into six factors, namely: store atmospheric, merchandise, supplementary service, customer convenience, sales personnel, promotion. Five hundred consumers shopped at the different c - stores were collected for a multidimensional scaling technique that creates a perceptual map illustrating of c - store image. Results: The results point out that consumers' perception of a different c - store is different. The trend of c- stores are focusing on the dimensions of the function aspect. The customers also put their attention on the psychological dimension, which, in this case, is customer convenience with a sharp point. Almost all stores are bad on store atmospheric in customer- based. Conclusions: The modern retail store chains need to focus on elements to create a store image positioning and improve the perceptions of the consumers towards the store. Besides, customers not only visit the stores, not due to its convenient location, mass media or shopping experience, but also a strong identity for the store's brand image.

• The Journal of the Korea Contents Association
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• v.22 no.5
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• pp.247-260
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• 2022

This paper investigates plans to expand distribution channels for books by installing a book vending machine at convenience stories for the vitalization of the publishing culture and industry. After establishing the meaning of convenience stories and the concept of a book vending machine, the researcher identified a need for the installation and management of a book vending machine at convenience stories. This plan will promote fairness and transparency in book sales through the convenience store system and push forward outsourcing between the publishing industry and the convenience store industry, the expansion of omnichannel service for consumers, and experiential values for clients to increase their customer satisfaction. The composition of the book vending machine will take the smart library form for its management with a universal design applied to a kiosk program. In the study, the researcher schematized this process and conducted a survey with 310 adults to search for practical management plans for a book vending machine. In the future, more research on the diversification of sales and distribution channels for publications such as the installation of a book vending machine at convenience stores will hopefully contribute to the growing amount of reading per capita and promotion of a reading environment for people according to the vitalization of the publishing culture and industry.

• Journal of the Korean Society of Clothing and Textiles
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• v.41 no.5
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• pp.796-808
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• 2017

This research shows how fashion curation service consumers (both fashion and image consultants) reveal different aspects towards a preferred image type among the correlation of fashion curation service usage motivation and fashion shopping propensity. These preferences also included the purchase intentions for fashion display service products. This study surveyed 300 men and women between the ages of 20-30 who were the main consumers of fashion curation services. 'Convenience, fashion trend, and exploratory' increased purchase intentions for fashion shopping propensity, 'information search for utility, entertainment, and personal expression' increased purchase intentions for fashion curation services and 'brand identity, consumer lifestyle, and product information' increased factors for the fashion curation service preferred image type. Consumer preferences varied according to different fashion curation service image type; however, all consumer group syndicated a difference in fashion curation service actions. For instance, fashion curation service consumers preferred a consumer lifestyle image, convenience, hedonic shopping orientation, and personal expression motivation had a positive influence on product purchase intention. However, the shopping orientation of 'fashion trend, practical information exploration, and entertainment motivation' had an optimistic influence on product purchase intentions for fashion curation service consumers who preferred a brand identity image and a product information image.

• The Journal of the Korea Contents Association
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• v.14 no.8
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• pp.406-415
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• 2014

In this study, the fast-growing market in the Food Service Industry Study of the delivery service. The first objective of this study is to classify consumers food-related lifestyle and the second is the dimension of the delivery service quality will derive. According to the consumer's food-related life style, make about the consumer's delivery service quality perception and satisfaction to evaluate the differences. Food-related lifestyle 'health seeking type', 'fashion pursuit type', 'type taste pursue', 'seek safety-type', 'seek convenience-type' was separated, cluster analysis 'taste pursuit group', 'high-interest in foods group', 'seek convenience-group' were classified. Delivery service quality 'food quality', 'economic', 'ease of ordering', 'employee quality', 'sanitation', 'order quality' and were classified into six. That of 'food quality' and 'economic' factor were significantly different from the consumer group, but also the 'order quality', 'food quality', 'sanitation' and the order of the large degree of influence on satisfaction, respectively.

• Journal of Information Management
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• v.42 no.4
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• pp.23-37
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• 2011

This study has surveyed the professors and graduate students of school of medicine at K university, to analyze the medical library users' service quality perceptions on electronic journals and their effects on the customer satisfaction. Two groups of faculty members and graduate students has statistically significant different perceptions on the service quality of electronic journals. Among four sub-dimensions of service quality, there are no statistically significant differences in the perceptions between two groups in convenience of use, accessability, and content resources, but there is significant differences in supportiveness between two groups. In the perceptions on the satisfaction and value, faculty group has significantly higher perceptions on both of them. The most influential dimension of the service quality of the electronic journal for the perception on the satisfaction is supportiveness followed by convenience of use and content resources. Moderating effect of value on service quality, its sub-dimensions, and satisfaction is not proved statistically.