• 보건행정학회지
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• 제10권3호
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• pp.155-168
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• 2000

The SERVQUAL scale is based on the gap theory, which indicates the difference between consumers' expectations and their actual performance. In SERVQUAL scale, the expectations are defined as a "feasible ideal point"(ex, An Excellent hospital has up-to-date equipment). But empirical research identified important problems concerning the conceptual definitions of expectations. They suggests the usage of "desired expectations". Desired expectations are defined as the level at which the consumer predict the service that the organization they visited will perform(ex, $\bigcirc\bigcirc$ hospital has up-to-date equipment). The purpose of this study was to compare the feasible ideal point expectations with desired expectations in assessment of consumer expectations using SERVQUAL scale. We developed two types of questionnaires : (1) to measure feasible ideal point expectations, (2) to measure desired expections. Questionnaire were distributed to ambulatory patients who used the medical service. Total 329 patients participated the hosiptal satisfaction questionnaire(167 for feasible ideal point expectations, 162 for desired expectations). The major finding is as follows: (1) the SERVQUAL scale which was computed by the feasible ideal point showed the higher explanatory power in consumer satisfaction ($R^2$=0.26) than the other identified alternatives(desired expectation, $R^2$=0.11) The results of a study suggests that the feasible ideal point were more conceptually suitable to assess of consumer satisfaction using SERVQUAL scale.SERVQUAL scale.

• 아태비즈니스연구
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• 제14권4호
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• pp.413-429
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• 2023

Purpose - The purpose of this study is to investigate the determinants of consumers' inflation expectations using consumers' inflation perceptions and the sub-components of consumer price index (CPI) basket in South Korea based on a consumer survey conducted by the Bank of Korea (BOK). Design/methodology/approach - Using Carroll's (2003) epidemiological model, we analyzed data from January 2013 to January 2023, resulting in a data set of 121 observations for both inflation perceptions and inflation expectations. This study focuses only on aggregate inflation expectations and perceptions because of data availability from the BOK. Findings - Professionals' forecasts play a major role in forming consumers' inflation expectations, whereas the actual headline CPI and consumers' inflation perceptions do not. These results remain robust when including the sub-components of the CPI basket in the analysis. Research implications or Originality - It would be the most efficient way to suppress professionals' expected inflation in fighting against a substantial spike in consumers' inflation expectations. To guide consumers' inflation expectations based on BOK's inflation targeting, the bank needs to consider professionals' forecasts in devising monetary policies.

• 한국의류산업학회지
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• 제15권1호
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• pp.73-83
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• 2013

This study explores the ideal corporate social responsibility(CSR) that fashion consumers expect from a fashion firm in the identification of dimensions and levels of consumer expectations as well as examines the impact of CSR expectations on customer-base brand equity. The data of 315 adults were collected through a nationwide online survey. In order to analyze the data, this study employed Confirmatory factor analysis (CFA), paired t-test, structural equation modeling(SEM), and descriptive analysis. This study first identified seven fashion CSR expectations (environmental, ethical, social, internal management, philanthropic, economic, and legal expectations). Internal management and environmental activities were highly expected from fashion firms; however, economic activity was low in expectations. Five models separately tested the relationship between CSR expectations and brand equity (trustworthiness, attachment, performance, social image, and value). Economic, environmental, internal management, social and ethical CSR expectations influenced customer-based brand equity; however, philanthropic and legal expectations did not influence any dimension of customer-based brand equity. This study provides a framework of ideal CSR from a consumer perspective and suggests that fashion marketers should focus on economic, environmental, internal management, social and ethical CSR activities to meet the expect Haitians of fashion consumers and build stronger brand equity.

• 한국의류학회지
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• 제19권3호
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• pp.525-535
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• 1995

This study was designed to verify the clothing satisfaction according to product type (jacket vs. pantyhose) and consumer fashion involvement. Research problems were as following; 1. To identify a clothing satisfaction according to product type. 2. To discover which of satisfaction relevant variables has the most influence on clothing satisfaction. 3. To examine the relationship between expectations and discontinuations. 4. To examine the degree of influence of product type and consumer fashion involvement on expectations. The survey was carried out in Pulsar shopping area. The 104 subjects (51 for jacket, 53 for pantyhose) participated in the final analysis. The results of analysis were as following; 1. The main path of clothing satisfaction was that the product type -1 the expectations -1 the perceived performance (-1 the discontinuation) -1 the clothing satisfaction. Those relevant variables explained 62% of clothing satisfaction variance. The most powerful determinant was the perceived performance. 2. For jacket type, the influence of perceived performance appeared to be greater than that of the discontinuation. And the consumer fashion involvement affected the expectations and the discontinuation. 3. For pantyhose type, the consumer fashion involvement divan't affect the expectations. The influence of discontinuation was relatively higher than that of jacket type.

• 한국의류학회지
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• 제22권2호
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• pp.215-223
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• 1998

The main purpose of this study was to investigate if and how country-of-origin as product characteristics and attitude toward imported brand and brand familiarity as consumer characteristics have impacts on consumer satisfaction with imported apparel. Disconfirmation paradigm was used as a theoretical framework. 570 consumers who had buying experiences of imported apparel were interviewed in department stores. The results showed that the most influential factor on consumer satisfaction with imported apparel was perceived clothing product performance. Country-of-origin and expectations had little effects. Country-of-origin appeared effective on consumer satisfaction only in the case of European products. Consumers were satisfied less as their expectations level were high, which indicated expectations had contrast effects on clothing satisfaction.

• 유통과학연구
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• 제19권1호
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• pp.105-113
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• 2021

Purpose: The rural market in India provides tremendous scope for FMCG consumer healthcare companies to market their products because of a significant increase of rural purchasing power. Many empirical studies in this area highlight the challenges and opportunities for marketers in the FMCG space. Research articles are not in abundance to understand intermediaries' expectations in the supply chain specific to consumer healthcare products. The existing literature did not significantly address the challenges of channel partners in the rural market. The present study aims to determine the retailer expectations from manufacturers and channel members' mutual expectations in the FMCG distribution channel. Research design and Methodology: The present study adopted a qualitative research methodology. Fifty respondents from each level of distribution channel such as super-stockist, distributors and retailers in central India were identified and an interview method was adopted to collect the data. Results: Nineteen factors were identified to influence the intermediaries for involvement in the business with any FMCG brand. Factors like Profit margin, reverse logistics, credit terms, return on investment, timely payments were crucial for managing the expectations of all intermediaries. This study provides academic as well as practical implications in terms of enabling the industry to align its channel management strategies accordingly.

• 응용통계연구
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• 제28권3호
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• pp.457-465
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• 2015

경기침체가 장기화되고 세계적으로 저성장이 지속되면서 미래의 경기동향에 대한 예측의 중요성이 증폭되었다. 정부의 정책이 계획되면서부터 효과가 나타나기까지에는 시차가 존재하므로, 정책목표와 선행적 상관관계를 가지면서 목표의 미래 상황을 예측할 수 있는 유용한 지표의 개발에 관심이 모아진다. 본 연구에서는 통계청이 실시한 소비자 전망조사 결과가 미래의 실질성장에 유용한 선행적 정보를 제공했는지 평가해 보았다. 소비자들의 기대심리를 나타내는 체감지표를 사용하여 예측을 유발하는 통계모형을 설정한 후 미래의 실질성장에 대해 유의한 예측력을 갖는지 추정하였다. 소비자기대심리의 예측력은 먼 미래로 갈수록 정확도가 높아져 미래의 실질성장에 대해 선행적 정보를 주는 변수로 활용할 수 있는 것으로 판별된다.

• 한국유통학회지:유통연구
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• 제1권2호
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• pp.29-52
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• 1996

The objective of this study is to test Parasurman, Zeithaml & Berry(1985)'s service quality gap analysis model, and to confirm reliability and to confirm reliability and validity of the model. The reliability of the model is adopted, but the validity must be retested in the further study. In the results of the gap analysis model, the correlation between consumer expectations and management perceptions of consumer expectations(gap1) was not accepted. The correlation between management perceptions of consumer expectations and service quality specifications(gap2), the correlation between service quality specifications and the service actually delivered(gap3), and the correlation between services delivered and services promised to consumers(gap4) were accepted. To improve domestic telecommunication service quality, practical guides such as standardization of job roles, cooperation among customer-contact persons, communication between managers and employees, evaluation programs for employee's improvement of service quality, appropriate supports for customer-contact persons were suggested. For generalizing the gap model, additional studies under the different contexts and industries will be needed.

• Asia Marketing Journal
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• 제16권3호
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• pp.57-75
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• 2014

This paper explores the possibility of segmentation of consumers based on their quality expectations toward the automotive telematics service. Hypotheses on utilizing consumers' expectations toward the automotive telematics service for the market segmentation and linking the segments with optimal product designs are formulated. Samples are segmented based on their perceived service quality to the service attributes from various configurations of automotive telematics service. Then, a regression analysis on the segmented groups of users is performed to check whether they have qualitatively differing evaluation on the service quality. The result indicates that the proposed segmentation is operational and differing product attributes configuration is desirable according to the characteristics of the consumer segment. Hence, according to the characteristics of each consumer segment formed based on their expectation toward the telematics service, a product differentiation strategy of the automotive telematics system can be designed and be proposed to the product line designer.

• 한국산학기술학회논문지
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• 제13권12호
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• pp.5752-5758
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• 2012

본 연구에서는 소비자의 예측이 경영자의 의사 결정에 영향을 미치는지를 고찰하였다. 구체적으로 본 연구에서는 소비자들의 금융상황과 가계소득의 변화에 관한 예측이 경영자들의 광고비 지출과 양의 상관관계를 가지는지를 검증하였다. 1991년부터 2011년까지의 기간 동안, 미국 소비자들의 예측 관련 설문과 6,018개 미국 기업들의 매출액 대비 광고비를 분석한 결과, 본 연구의 가설이 지지되었다. 본 연구의 결과는 기존 연구에서 다루어지지 않은 소비자의 심리적 요인이 경영자의 의사결정에 영향을 미치는 요인임을 밝혀냈으며, 또한 광고 운영자들에게도 실무적 시사점을 제공하였다는 데에 의의가 있다.