• 국제지역연구
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• 제14권2호
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• pp.159-180
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• 2010

본 연구는 중국 상업은행의 지각된 서비스품질, 가치일치성이 불확실성회피와 고객만족 및 고객충성도 간의 관계를 확인하여, 외국계 시중은행들의 중국시장진출을 위한 전략수립에 필요한 기초자료를 제공하고자 한다. 이러한 연구목적을 달성하기 위해 본 연구는 문헌연구와 실증연구를 병행 실시하였다. 실증연구에서는 길림성의 대표적인 도시인 장춘(長春), 산동성의 대표적인 도시인 제남(濟南), 광동성의 대표적인 대도시 광저우(廣州)를 중심으로 상업은행서비스를 이용하고 있는 중국고객을 대상으로 설문조사를 실시하였다. 연구결과는 다음과 같다. 본 연구의 결과는 지각된 서비스품질과 고객만족 간의 관계에서, 가치일치성과 고객만족 간의 관계에서 불확실성회피는 중요한 매개역할을 하고 있는 것으로 나타났고, 불확실성회피는 고객만족에 직접적이고 유의한 부정적인 영향을 미치는 것으로 나타났다. 또한 가치일치성은 불확실성회피에 직접적이고 유의한 부정적인 영향을 미치고, 고객충성도는 태도적 충성도와 행동적 충성도 두 차원으로 나눠서 측정하고 고객만족은 태도적 충성도와 행동적 충성도에 직접적이고 유의적인 긍정적인 영향을 미친다고 실증적으로 보여주고 있다.

• 한국프랜차이즈경영연구
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• 제9권4호
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• pp.45-56
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• 2018

Purpose - Consumers perceive various risks while using food service franchise stores. Food service franchise stores offer consumers not just menus, but services, physical environment, and prices, which can be perceived as risk to consumers. This means that consumer behavior in foos service franchise stores needs to be studied based on perceived risk theory. Perceived risk consists of performance risk, financial risk, social risk, psychological risk, and time risk. The purpose of this study is to investigate the effects of perceived risk on satisfaction and trust, and in turn affect loyalty. The results of this study will provide guidelines for marketers to develop strategies to reduce the perceived risk of consumers. Research design, data, methodology - In order to achieve research purposes, the authors developed several hypotheses. Data were through online survey through an online survey firm. A questionnaire survey was distributed to customers who have visited the restaurant in the past three months. The survey was conducted from March 5, 2017 to October 14, 2017. A total of 1,500 people were e-mailed and 260 were returned. A total of 245 items were used in the analysis except 15 of the questionnaire. Data was analyzed by using SPSS 21.0 and AMOS 21.0. Results - The findings of this study are as follows: First, performance risk, economic risk, and psychological risk had negative effects on satisfaction. Social and time risks did not affect on satisfaction. Performance risk and time risk had negative impact on trust. Second, economic, social, and psychological risks did not affect trust, but satisfaction had significant positive effect on trust and loyalty. Third, satisfaction had positive effect on loyalty. Conclusions - The implications of this study are as follows. First, food service franchise marketers should increase their customer loyalty by establishing a risk reduction strategy. Second, there are various risks to customers visiting the store. Therefore, marketers need to analyze the perceived risks of customers. Third, it is also necessary to eliminate the perceived risks of customers. In addition, a restaurant franchise company needs to find a reasonable way to reduce the material cost and present a reasonable menu price.

• 디지털융복합연구
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• 제13권12호
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• pp.75-87
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• 2015

본 연구는 간편결제 서비스에 대한 지각된 유용성 및 신뢰가 결제 서비스 이용에 대한 충성도 및 해당 쇼핑몰에 대한 충성도에 미치는 영향을 분석하였다. 또한 간편결제 서비스에 대한 사용자들의 지각된 유용성 및 신뢰에 사용자 개인 특성 및 결제 서비스 브랜드에 대한 인지도가 미치는 영향을 함께 검증하였다. 20대-40대 사용자를 중심으로 온라인 설문을 실시한 결과, 소비자들이 간편결제 서비스를 사용하면서 서비스 시스템에 대한 유용성을 많이 느끼고 서비스 제공자에 대한 신뢰가 높을수록 간편결제 서비스에 대한 충성도 뿐 아니라 결제 서비스를 제공한 해당 쇼핑몰에 대한 충성도 또한 높아지는 것으로 나타났다. 또한 결제 서비스에 대한 지각된 유용성 및 신뢰는 소비자 개인의 기술혁신성, 스마트폰 활용 정도 및 서비스 브랜드 인지도에 영향을 받는 것으로 나타났다. 본 연구는 온라인 또는 모바일 쇼핑환경을 제공하는 기업들이 결제 시스템을 쇼핑 사이트에 부가된 요소로서 판단하는 것이 아니라 사이트 자체의 한 구성요소로 인식하여 사이트 디자인에서부터 설계하고 구현해야 한다는 것을 보여준다.

• 한국의류학회지
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• 제27권8호
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• pp.1004-1013
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• 2003

This study addressed an ill-understood issue of a price response model and a monopolistic price interval of fashion goods. The concept of monopolistic price interval introduced by Gutenberg has been rarely applied to the fashion goods, which is known as price sensitive goods. Thus, this study examined the price insensitive zone of the blue jean. The data of 268 respondents were analyzed using Choice-based Conjoint (CBC) analysis and t-test. Considering brand consideration set as a price determinant, we found the presence of monopolistic price interval of the jean. The results obtained from the CBC analysis showed that the bigger the size of brand consideration set, the shorter the monopolistic interval. This implied that the consumer who had a small brand consideration set was more likely to have a longer monopolistic price interval than the one who had a large brand consideration set, since the consumer with a small consideration set tended to value brand itself more than price. Although significant monopolistic price intervals were shown only for the three jean brands out of the seven, to reduce the size of brand consideration set and to increase brand loyalty were found important in maximizing firms'financial profits.

• The Journal of Asian Finance, Economics and Business
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• 제7권8호
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• pp.371-381
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• 2020

The objectives of this study are (1) to review previous studies in the context of brand management in consumer behaviors using costumer based brand equity (CBBE) and theory of planned behavior (TPB) as the basic foundation of the study; and (2) to develop a comprehensive research model by integrating relevant research constructs using meta-analysis. This study reviewed a total 173 studies from 58 published papers with 40 journals during 1991~2014 and developed a comprehensive framework with 16 research hypotheses. The results showed that (1) brand image, brand personality, brand association, and subjective norm are the important antecedents of brand attitudes; (2) brand awareness, brand trust, perceived quality, and perceived behavioral control are the important antecedents of brand loyalty; (3) brand attitude positively influences brand loyalty, which further influences brand equity; and (4) brand equity positively influences behavioral intention. This study fills in the research gap by integrating more research variables into CBBE model, particularly to include the influence of social context on consumer behavior through TPB. These results indicated that the integration between CBBE and TPB is meaningful and the comprehensive model can explain more variances than that of the individual model. Limitations, and recommendations for future research in this area are provided.

• 한국전자거래학회지
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• 제22권2호
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• pp.79-98
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• 2017

감성 또는 사랑의 관점에서 고객과 IT 브랜드 간의 관계를 이해하기 위해서는 브랜드 충성도를 넘어, IT 소비자를 정확히 이해하려는 연구가 요구된다. 본 연구는 소비자와 IT 브랜드 간의 감성적 관계를 설명하는 '러브마크' 개념을 소개하고 측정도구를 개발 검증한다. 연구결과 스마트폰 사용자들 대상으로 고차 확인적 요인 분석을 통해 러브마크를 구성하는 6가지 개념(신비감, 감각, 친밀감, 성과, 신뢰, 명성)과 18개 측정항목을 개발하였다. 그리고 러브마크가 브랜드 충성도보다 소비자와 IT 브랜드 간의 감성적 상호작용을 유효하게 설명하는 것으로 확인되었다.

• 한국멀티미디어학회논문지
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• 제24권1호
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• pp.146-154
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• 2021

Conspicuous consumption is often investigated in Korea and consumers purchase a product to publicly display economic power or social status. The existing studies argue that brand loyalty and luxury brand preferences escalate conspicuous consumption, and it is important to identify different visual perception to understand irrational consumers' behavior. Car emblem as brands' visual identity represents the brand's image, mission and message. Irrational consumers thus are expected have different visual perception to the emblem or logo. To understand the impact of irrational consumer behavior on visual perception, this study explored how brand loyalty and luxury brand preferences impact on the visual perception of car emblems between Korean domestic brand and imported brand. This study used eye tracking technology to measure the respondents' attention on an emblem of the cars. Eye tracking tools analyze fixations and measure the attention on a specific area of interests (AOI). This study explored the maintaining time and frequency on AOI, as well as explored the size of pupil to identify the respondents' attention on the AOI. In this experiment, the logos of domestic cars (i.e., Hyundai and Kia) and foreign cars (i.e., Mercedes-Benz and BMW) were swapped to see how irrational consumer behavior impact on visual perception of car emblem.

• 복식문화연구
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• 제24권5호
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• pp.697-708
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• 2016

The term used to describe consumer's valuation of a brand is brand equity. One concept that can be managed and may impact valuation of a prestige brand is "luxuriousness." As the concept of "luxuriousness" appears to be a key factor contributing to the equity of a prestige brand, the purpose of this study was to examine how luxuriousness is related to the brand equity utilizing a model developed by Yoo, Donthu, and Lee (2000). Yoo et al. (2000) identified three dimensions [brand association with awareness (BA), perceived quality (PQ), brand loyalty (BL)] accounted for the equity (OBE) of a brand. We speculated that the five dimensions of luxuriousness (i.e., quality, extended self, hedonism, accessibility, and tradition) would selectively influence the two dimensions of brand equity (BA, PQ) and that loyalty would mediate the relationship between the two dimensions of brand equity (BA, PQ) and overall brand equity. A total of 502 participants aged from 18 to 74 were surveyed in USA. Using AMOS 18, the path analysis was conducted with the maximum-likelihood estimation procedure. The model exhibited a good fit with the data and all hypotheses were supported except one. Quality, accessibility, and hedonism dimensions of luxuriousness affected perceived quality of the equity of a brand. Hedonism and extended self dimensions affected brand association with awareness. However, tradition dimension did not significantly influence brand association with awareness. Overall, this research expands understanding of brand equity as it documents the contributions of luxuriousness, a component that can be controlled by brand managers.

• 한국의류학회지
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• 제37권2호
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• pp.202-212
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• 2013

Outstanding service quality is a crucial factor to increase customer revisits, to increase customer revisits, to create new customers through positive word-of-mouth marketing and increase profits; in conjunction, the physical environment of department stores have a firsthand impact on customer purchasing behavior. This study examines the physical environment dimensions of department stores in China and the causal relationship with the physical environment, service environment, internal responses and store loyalty. The subjects in this study were male and female adults who finished the shopping the Lotte and Wangfujing Department Store located in Beijing. All participants were over the age of 20 and a one-on-one survey was conducted to gather data from October to November 2011. Data from 424 respondents were analyzed: in addition, AMOS factor analysis and path analysis were used. The results were as follows. First, physical environment factors consist of exterior aesthetic attraction, convenience, cleanliness and an interior aesthetic attraction. Second, exterior aesthetic attraction, convenience and cleanliness affect the overall service environment perception. Third, the service environment exercised an influence on internal responses, and internal responses impacted store loyalty. Fourth, a comparative analysis was made over Korean and Chinese department stores in China to check the research model. In Wangfujing Department Store, exterior aesthetic attraction, cleanliness and convenience had a statistically significant impact on service environment perceptions. In Lotte Department Store, the perception of service environment was under the statistically significant influence of all physical factors (exterior aesthetic attraction, interior aesthetic attraction, convenience and cleanliness). The findings of this study are helpful for Korean Department stores that plan to make inroads into China to formulate efficient service environment strategies tailored to local consumer characteristics.

• 한국콘텐츠학회논문지
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• 제18권10호
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• pp.1-10
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• 2018

본 연구는 인터넷 개인방송을 통하여 최근 제품을 구매한 경험이 있는 중국 소비자를 대상으로 하여 제품을 소개한 중국의 인터넷 개인 방송자인 왕홍, 방송 콘텐츠, 그리고 제품과 관련된 요인들이 소비자가 구매한 제품 만족에 어떤 영향을 미치는지 탐색하고, 이러한 만족도가 해당 왕홍을 통한 쇼핑에 대한 소비자 충성도에 영향을 줄 수 있는지 검증하고자 하였다. 분석 결과 왕홍이 방송하는 콘텐츠의 오락성보다 정보성에 대한 소비자의 인식이 구매 제품 만족도에 유의한 영향을 주는 것으로 나타났고, 왕홍이 지닌 특성들 중 친밀성을 제외한 신뢰성과 독특성이 방송 구매 제품에 대한 만족도에 긍정적인 영향을 미치는 것을 알 수 있었다. 또한 제품과 관련된 측면에서는 제품이 소비자의 이미지나 가치관에 잘 부합한다고 생각할수록, 그리고 왕홍의 이미지와 방송 제품 간 적합성이 높다고 여길수록 제품에 대한 만족도가 높았다. 제품 구매에 만족한 소비자일수록 향후 해당 왕홍이 방송을 통해 소개하는 제품을 지속적으로 구매하려는 소비자 충성도가 크다는 사실도 확인할 수 있었다.