• Journal of the Korean Society of Costume
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• v.51 no.2
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• pp.121-133
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• 2001

The study is designed to classify consumer groups based on their clothing shopping orientation and to examine the relationship among clothing shopping orientation, satisfaction to the shop-master, and factors of the shop-master's nature to understand clothing shopping orientation of women from 18 to 35. The final analysis was performed with 447 (consumers) ailed 336 (shop-masters) pieces of questionnaire. The data was analysed with SAS statistics package. The results of this study are as follows : 1. Clothing shopping orientation were composed of four dimensions : recreational shopping orientation, convenience/economic shopping orientation, store/brand loyalty shopping orientation, and shopping confidence. 2. In the satisfaction to the shop-master, the consumer was not satisfied by the appearance, product-presentation, and consumer-management of the shop-master but kindness, trust, and product-explanation by the shop-master. The shop-master guessed that consumers were completely satisfied. 3. The consumer had an influence on product-understanding, response, and consumer-understanding of the shop-master, and the shop-master guessed that consumers had an influence on every thing of shop-master. 4. The more consumers were store/brand loyal, the more they were satisfied with tole shop-master, and had an influence on the factors of the shop-master's nature. But consumers were confident on the shopping, were not shown to be significantly different in the satisfaction of the shop-master and the factors of the shop-master's nature.

• The Journal of Industrial Distribution & Business
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• v.8 no.7
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• pp.71-81
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• 2017

Purpose - The purpose of this study is to investigate the relationship between customer trust and intention to return to the traditional market by using empirical analysis. Research design, data, and methodology - For the empirical analysis of this study, questionnaires were conducted for adults and over 20s. A total of 200 questionnaires were distributed to consumers with experience in traditional markets, and 163 of them were used for empirical analysis. In order to analyze the relationship between customer trust and return visit intention by consumers visiting the traditional market, variables were selected through 10 constructive concepts and revised based on previous studies. The SPSS for win 18.0 was used for data analysis. Results - In order to clarify the relationship between consumer's visit to traditional market and customer's trust, it was found that the tolerance values of both the visiting factors and the consumers' perceptions of traditional markets were higher than .01. In the relationship between visitor's visit to traditional market and customer's trust, price was positively related to customer trust at 0.1% level. Image, product quality and freshness of traditional market were 5% Positive effects were found. These results show that consumers who visit traditional markets gain customer's trust in price, image, product quality and reliability of traditional market. Conclusions - In this study, the results of this study are as follows: First, the effect of customer trust on customer satisfaction is affected by the image (emotion) consumers feel about traditional market, the trust level about the price of goods offered by the market, The confidence level of freshness, the reliability of consumers' connection with the local economy, the consumer's traditional marketplace, and the level of awareness of the service (kindness) of the variables on the independent variables. As a result of the analysis, it was found that among the influence variables of customer trust used in this study, consumers had a high level of confidence about the price of commodities offered by the market, quality of goods, and freshness, The same relationship, market environment such as hygiene or cleanliness, connection with a local economy, service (kindness) of traditional market did not affect consumers' trust in traditional markets.

• Journal of Venture Innovation
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• v.6 no.4
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• pp.99-111
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• 2023

This study aims to confirm that consumers' satisfaction with online shopping websites has changed to a phenomenon different from the past. In other words, in a situation where the use of e-commerce is expanding worldwide after the pandemic and various types of commerce such as mobile commerce and social commerce are formed, the consumer's information processing and decision-making process are meaningful in examining the behavior that has been changed based on the perceived motivation level of consumers by the new environment according to the consumption value and personal characteristics perceived by the consumer. In other words, the purpose of this study was to investigate the effect of consumption value and need for cognition on the satisfaction toward online websites as a mediating role in the trust of the website. As a result of testing Hypothesis 1, not only the hedonic value of the consumer for the website but also the utilitarian value had a positive influence on the satisfaction toward the website, and in particular, the utilitarian value showed a relatively greater influence than the hedonic value. However, the negative relationship between the need for cognition and satisfaction was found to be at a significant level under one-sided verification. In Hypothesis 2, only the utilitarian value among the consumption values of 2-1 showed a positive effect on satisfaction through a mediating role of trust. It was confirmed that the utilitarian value among the consumption values was an important factor in the satisfaction toward the website. The significance of this study is that, unlike previous research results, not only consumption value based on senses and emotions but also utilitarian value has a greater influence. Therefore, utilitarian value and need for cognition have a stronger influence on satisfaction if they play a mediating role based on the trust of the website used by consumers. These findings reflect the current market trend of online consumption, and they are helpful in the management and strategy of online websites based on consumer behavior understanding and major factors.

• Journal of Wellbeing Management and Applied Psychology
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• v.3 no.2
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• pp.13-20
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• 2020

The purpose of this study was to empirically investigate the relationship among fashion brand experience, brand loyalty, relationship quality, and repurchase intention. The 420 survey questionnaires were distributed among the consumers in their 30s and 40s who had experience buy fashion brands products through convenience sampling in Seoul. Due to the reliability of data, 120 samples were discarded and 300 samples were put to actual analysis. By using SAS 9.4, data were analyzed for frequency analysis, reliability analysis, correlation analysis. The results of the study are as follows. First, the fashion brand experience which is consist of sensory, affective, behavioral and intellectual experience had positive effects on brand satisfaction and brand trust. Second, brand trust and brand commitment and the relationship quality of brand satisfaction, only satisfaction and commitment affects brand loyalty significantly. Lastly, brand loyalty had significantly effect on repurchase intention. It presented the potential to use the brand as a strategic tool to build strong brand assets, along with providing specific ways to secure differentiated competitiveness in the fashion brand market. It is also thought to be meaningful in that we presented a practical strategy to build and strengthen a lasting bond with consumers by looking at the impact on the quality of the relationship.

• Journal of Distribution Science
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• v.16 no.11
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• pp.57-64
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• 2018

Purpose - As the importance of salesperson attitudes and behaviors enhancing customer perception and loyalty have increased, many retail companies put emphasis on internal marketing activities. The issue also has captured the interest of academics, but most of the previous research tends to be limited to investigating antecedents of salesperson job satisfaction and commitment. Based on the consumer-brand relationship concepts, this study aims to examine the effects of the salesperson-brand relationships on customers' service evaluation and store loyalty. Research design, data, and methodology - In a structural equation model, it is hypothesized that salesperson brand identification influences salespersons' brand trust and affect, which are the two dimensions of consumer-brand relationships. Salespersons' brand trust and affect are expected to increase salespersons' customer orientation, which in turn influences customers' service evaluations and store loyalty. To test this hypotheses a set of data collected from department stores in Seoul is utilized. Results - First, it was found that salesperson brand identification is a significant antecedent to salespersons' brand trust and affects, the two dimensions of salesperson brand relationships. Second, salespersons' brand trust and affect were found to enhance salespersons' customer-oriented behaviors. Third, salespersons' customer orientation showed a significant effect on customers' service evaluation. When a salesperson makes more effort to provide useful information for fulfilling customer needs, customers evaluate the salesperson's service more positively. Finally, customers' service evaluation had a positive impact on customers' store loyalty. Conclusions - This study provides significant academic and practical implications. First, based on the theory of consumer-brand relationships, the concept of salesperson-brand relationships was introduced and found to be an effective motivator of salespersons' customer oriented attitudes and behaviors. Therefore, the two dimensions of brand relationships, brand trust and affect, should be considered as the critical factors both in developing theoretical research and improving long-term company performance. Also, internal marketing activities should focus on maximizing employees' brand identification. That is, retail companies need to put emphasis on sharing their brand values and personality with internal customers to strengthen the brand relationships with salespersons and to enhance customer responses.

• Journal of Digital Convergence
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• v.15 no.3
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• pp.87-98
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• 2017

As the market for coffee chains becomes fierce, it is important for coffee chains to establish an enduring relationship with customers and encourage them to revisit their stores. Thus, it becomes important to understand consumers' repurchase decision-making mechanisms in the context of coffee chains. Customer satisfaction, perceived switching costs, and regret were considered as the main factors of customers' repurchase intentions. Especially, the effect of regret experience of coffee chains on consumers' repurchase decision was examined. In addition, coffee quality, physical environment quality, service encounters performance, and brand trust were considered as attributes of coffee shop selection, and their effects on customer satisfaction and perceived switching cost were investigated. The results of the study showed that customer satisfaction and perceived switching costs had a positive effect on repurchase intention, while regret had a negative effect on repurchase intention. Coffee quality and physical environmental quality had no significant effect on customer satisfaction and perceived conversion cost. Service encounter performance had a significant impact on perceived switching costs alone. Brand trust had a significant impact on both customer satisfaction and perceived switching cost.

• Korea Journal of Hospital Management
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• v.17 no.3
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• pp.57-82
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• 2012

The primary purpose of this study is to examine consumers'probing actions to see what information sources consumers search for medical information when there are diverse medical service information channels, and classify consumers by information source. Its secondary purpose is to understand trust of information and attitude toward information by consumer type, value of medical service, satisfaction with medical service, and word-of-mouth intention. This study will concretely identify information utilization patterns of medical consumers, and explain the unique characteristics and behavior of segmented types of medical consumers. The significance of this study lies in the search for ways to establish information channels trusted by consumers for building an efficient medical service market in the future. The results of this study show that consumers were classified by the latent class analysis(LCA) into 5 types: low-level information seekers, word-of-mouth information seekers, mass media information seekers, digital information seekers and diverse information seekers. The reliability of information sources by type of medical consumer was statistically significant, and in the analysis of differences in consumer attitude, there was a statistically significant difference in cognitive responses. The value of medical service was statistically significant in health recovery and medical service word-of-mouth intention.

• Journal of Distribution Science
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• v.15 no.1
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• pp.51-56
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• 2017

Purpose - The study verified the effects of consumers' knowledge perception upon word-of-mouth intention and purchase intention of consumers who were exposed to a lot of information, and examined consumer's behavior from multi-dimensional points of view. Research design, data, and methodology - The study conducted the test of difference between consumer's cognition on importance and satisfaction of HMR product by gap of HMR (Home Meal Replacement) product for IPA analysis. The consumer's reliability and words-of-mouth were measured by the questionnaire method with 4 questions according to Likert 7-point scale. Conversion into z-score removed the difference of variables. Results - The causal relation model for importance, satisfaction and gap, not relying upon multi-dimensional scaling and others, could construct causal relation model to give implications. Difference (d) of the products could lessen consumer's reliability to increase consumer's knowledge perception, word-of-mouth intention, knowledge perception, and purchase intention. Therefore, enterprises should make an effort to lessen consumers' complaint for the products and to elevate consumers' reliability. Enterprises also try to give consumers exact information and to promote purchase intention. Conclusions - Difference (d) of consumers' complaint and/or disappointment decreased consumers' reliability to increase knowledge perception. Enterprises should supply consumers with products according to their requirements to minimize the gap and to give them proper information.

• Journal of Distribution Research
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• v.12 no.4
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• pp.79-108
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• 2007

In this study, we measured customers' perception of organization citizenship behaviors of employees which are known as the important factor for improving performance of companies, and examined the path relationship among related variables such as service quality, customer satisfaction, trust, and positive word of mouth. Although there have been many studies of OCB in the marketing field, the majority of these studies measured employee's OCB from the organization's perspective. This study has extended the prior studies by measuring employee's OCB from the customer's perspective. Customers of beauty salons and public houses were researched such that OCB may be applied to more various customer contact situations. The result is as follows. First, employees's OCB had a direct effect on perceived service quality and trust, and had an indirect effect on customer satisfaction. It means that customers evaluate the service quality of employees and trust frontline employees when they observed employees helping other organizational members, orientated customer facilitation beyond the regulated role and showed positive attitudes for their organization. As a result, customers feel more satisfied. Secondly, OCB had an indirect effect on positive word of mouth through mediation of service quality, satisfaction, and trust. Finally, consumer facilitation had the largest effect on consumer attitude among three dimensions of OCB-consumer facilitation, organization involvement, and sportsmanship. We understood the relationship between frontline employee's OCB and customer attitudes, and the necessity of multidimensional approach in measuring employee's OCB from the customer's perspective.

• Asia-Pacific Journal of Business
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• v.13 no.3
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• pp.375-387
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• 2022

Purpose - The food delivery mobile application market is growing rapidly in the catering service industry. The purpose of this study was to investigate the effects of E-service quality on consumer attitudes and satisfaction in the food delivery service field in China. Design/methodology/approach - A total of 390 copies of this questionnaire were distributed between February 17 and March 25, 2021 on the Chinese survey site (https://www.wjx.cn). Three hundred forty-nine parts were used for the final analysis. Validity and reliability were analyzed using SPSS 25.0 statistical program, and correlation and regression analysis were performed. Findings - The study results showed among the e-service quality components of food delivery application software, trust, convenience, proximity and reactivity have an impact on consumer attitudes. Research implications or Originality - The service quality of food application software is an important factor determining consumer attitude. The limitations of this study and suggestions for future research were discussed.