• Management & Information Systems Review
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• v.21
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• pp.189-208
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• 2007

This study was designed to find what impacts store attributes and personal characteristics have had on customer loyalty to beauty shops. Participants were 283 men and women who had experienced services in beauty shops and selected from the Metropolitan area, Busan, Gyeongbuk area, Gyeongnam area, Chungcheong area, and other area. In conclusion, technical factor and lifestyle have had the greatest impact on customer loyalty to beauty shops. In beauty market faced with keen competition, the way to meet customers' needs is to run a distinguished beauty shop with distinct beauty techniques in consideration of individual lifestyle. This will help raise customer loyalty to beauty shops. This study has the important implication that personal characteristics as well as store attributes has been proved to be essential for increasing customer loyalty to beauty shops. I hope that future studies will continue to examine different marketing factors by different beauty shops, with additional analysis on the details, contributing to make a marketing strategy available for beauty shop owners.

• Journal of Korean Society for Quality Management
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• v.28 no.2
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• pp.211-241
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• 2000

Service quality is the most well known concept in service company. But, it is not dearly defined yet. This is due to the service property itself. Finding the appropriate rates is so hard working job. The purposes of this study are finding the raters on retail shop, identifying the relationships among the raters and clarifying the customer attribute. To attain the purposes, We developed the rates that are especially adopted to the retail shop. And empirically test the relationships among service quality, customer satisfaction and customer loyalty. Also, to clarify the intension and behavior of customer, we classify the types of customer loyalty and set the 4 type group. We revealed the gap between groups that have different properties.

• Journal of the East Asian Society of Dietary Life
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• v.21 no.4
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• pp.609-624
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• 2011

The purpose of this study was to examine the physical environmental factors in coffee shops which determine customer brand loyalty, and to investigate the mediated effects of customer satisfaction and emotional responses on the causal relationship between the physical environmental factors and brand loyalty. A sample of 400 coffee shop customers was collected from Seoul and Gyeonggi in March, 2011 through a self-administered questionnaire. 351 of 400 subjects were used for validity and reliability analysis. 12 outliers were removed from the analysis, and 339 subjects were used to derive the results. Multiple linear regression and stepwise regression were conducted after the construct validity and reliability. The results can be summarized as follows: (1) Physical environmental factors in coffee shops consists of 5 dimensions such as facility aesthetics, cleanliness, ambiance, layout, and internet environment. (2) Facility aesthetics, ambiance, and internet environment had an influence on brand loyalty. (3) The effects of cleanliness and layout on brand loyalty, were not significant on multivariate analysis. However, the relationship between cleanliness and brand loyalty was mediated by emotional responses and also the relationship between layout and brand loyalty was mediated by customer satisfaction. (4) The mediating effects of customer satisfaction were higher than those of emotional responses.

• The Journal of the Korea Contents Association
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• v.13 no.12
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• pp.428-438
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• 2013

In the highly competitive coffee market, each coffee shop is striving to improve customer loyalty by providing a high level of service quality. To deepen our understanding of service quality in the coffee shop market, this study identifies the key elements of service quality of coffee shops and investigates their impacts on decision-making processes of female university students. This study also investigates the effects of customer satisfaction and brand image on customer loyalty in a coffee shop market. Moreover, it considers the two critical customer loyalty: repurchasing intention and recommendation intention. Data collected from 206 female university students were empirically tested against a research model using partial least squares. Analysis results showed that service product and service delivery significantly affect customer satisfaction and brand image whereas service intangible and service environment do not significantly influence on them. Customer satisfaction and brand image play an important role on the formation of repurchasing and recommendation intention.

• The Journal of the Korea Contents Association
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• v.21 no.8
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• pp.108-122
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• 2021

The purpose of this paper is to examine the impact of servicescape on perceived service quality, service satisfaction and to verify causal relationships between servicescape, technical service quality, functional service quality, service satisfaction, and service loyalty in coffee shop franchises. An online survey was conducted to collect the data from the actual service customers of coffee shop franchises. An analysis of structural equation modeling was performed using AMOS 24.0 and SPSS 24.0 to test the research hypotheses. The results of the study are as follows: first, servicescape has positive influence on technical service quality and functional service quality except for service satisfaction. Second, both technical service quality and functional service quality have positive influence on service satisfaction. Finally, service satisfaction has a strong effect on service loyalty. This paper finds that it is more appropriate to model the servicescape as a separate construct which precedes both functional service quality and technical service quality. Servicescape in the coffee shop service has the influence on shaping service quality perceptions and their subsequent impact on service satisfaction and service loyalty.

• Culinary science and hospitality research
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• v.18 no.1
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• pp.182-198
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• 2012

The purpose of this study is to examine the mediating role of trust and relational commitment on capital area and non capital area coffee shop. In order to meet its purpose, we surveyed 264 customers who visited coffee shop in capital area and non capital area. The results are as follows: First, trust was played a mediator role between a brand image and relational commitment. Second, Relational commitment was played a mediating role between trust and brand loyalty. Third, Trust and relational commitment was played a mediator role between brand image and brand loyalty.

• Journal of Korean Society for Quality Management
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• v.43 no.3
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• pp.383-396
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• 2015

Purpose: This study was to identify the structural relationships among suitability of entertainer advertising model, relationship quality and brand loyalty in coffee shop. Methods: This study collected data from those who visited two reputed franchised coffee shops. A variety of statistical methods were used; descriptive analysis, exploratory factor analysis, confirmatory factor analysis and structural equation modelling analysis. Results: The research results from this study are as follows: First, only credibility factor has a positive impact on relationship quality; second credibility and expertness factors positively influence brand loyalty; and third, there is a positive relationship between relationship quality and brand loyalty. Conclusion: The results of this research are useful for identifying the role of advertising models's suitability in estimating relationship quality and brand loyalty and strategies for strengthening brand loyalty for coffee shops.

• Korea Trade Review
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• v.45 no.5
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• pp.201-222
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• 2020

This paper examines that determinants of BAOMAI, (i.e., behavior of Chinese tourist bulk purchase in duty free shop) with analytical framework and empirical tests. The results of applying the structural equation modeling to 196 samples suggest that Chinese tourist consumption orientations (conspicuous/compulsive/unplanned consumption) have a positive effect on BAOMAI decision value chain (perceived value and loyalty). The marketing mix of duty free shop as control variables in research framework also have a positive effect on BAOMAI perceived values (functional/social/emotional value). This paper has a contribution to prior literatures: the first empirical analysis on BAOMAI determinants with exploring scholarly definition.

• The Korean Journal of Franchise Management
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• v.9 no.2
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• pp.39-52
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• 2018

Purpose - This study investigates the effect of service quality of coffee shop on store attitude and store loyalty. It demonstrates that the individual's behavior identification level plays a moderating role when the service quality of coffee shop affects store attitude. Conceptually drawing on Brady & Cronin's three-dimensional model of service quality, this study examines the effect of service quality of coffee specialty store on customer's attitudes and loyalty. Also, according to construal level theory, it examines the individual's propensity difference whether the individual's behavior identification level on service quality and store attitude has a moderating effect Research design, data, and methodology - This study used Brady & Cronin's three-dimensional service quality model, and 183 valid cases collected through the questionnaire survey were used for data analyses. For hypothesis testing, regression analysis, multiple regression analysis, and covariance analysis were conducted. Result- As a result of this study, first, it is confirmed that service quality has a positive effect on store attitude toward coffee shop. Second, the difference of an individual's construal level did not have a moderating effect on the influential relationship of service quality on the store attitude of coffee shop. This is because the influence of the service quality is greater than the difference between groups at the construal level. Therefore, there was no moderating influence according to construal level. Third, the store attitude of coffee specialty store has a positive effect on store loyalty. Conclusions - It is confirmed that there is a difference in the effect of service quality and store attitude on general and college students. This suggests that it can be used to establish marketing strategies by segment. And, the college students were found to be more influenced by physical environment quality factor among three dimensions of service quality. Therefore, it is necessary to further improve efforts to raise the level of service quality perception through physical environmental factors such as clean and pleasant environment including the interior of a coffee shop, and internal table arrangement. The empirical study on the moderating effects of customer's tendency of difference is meaningful in the absence of empirical studies.

• Culinary science and hospitality research
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• v.20 no.1
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• pp.205-219
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• 2014

The purpose of this study examines the mediating effect of Customer Satisfaction and Attitudinal Loyalty on Capital area and Non-capital area coffeeshops. In order to meet its purpose, We surveyed 290 customers who visited coffeeshops in Capital area and Non-Capital area. The research results may be summarized. First, Customer Saisfaction with a coffee shop played a mediating role between Band Image and Attitudinal Loyalty. Especially, It Fully-mediated between Brand Image and Attitudinal Loyalty in Non-Capital area. Second, Attitudinal Loyalty to a coffee shop played a mediating role between Customer Satisfaction and Behavioral Loyalty. In particular, It Fully-mediated between Customer Satisfaction and Behavioral Loyalty.