Journal of Korean Society for Quality Management (품질경영학회지)

Korean Society for Quality Management (한국품질경영학회)
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The Effect of Service Quality on Customer Satisfaction & Loyalty in Retail Shop

소매업에서 서비스품질이 고객만족 및 고객애호도에 미치는 영향

  • Baek, Jong-Hyun (Dept. of Business Administration, Sogang University) ;
  • Yoon, Young-Jin (Dept. of Business Administration, Sogang University Graduate School) ;
  • Ji, Sung-Gu (Dept. of Business Administration, Sogang University Graduate School)
  • 백종현 (서강대학교 경영학부) ;
  • 윤영진 (서강대학교 대학원 경영학과) ;
  • 지성구 (서강대학교 대학원 경영학과)
  • Published : 2000.06.01
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Abstract

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.

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