• 한국콘텐츠학회논문지
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• 제20권1호
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• pp.202-216
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• 2020

본 연구에서는 대리운전업종에서 고객과의 관계를 강화하기 위한 전략으로의 마일리지프로그램에 대한 고객들의 효용과 가치를 연구하였다. 이를 위해 대리운전업을 20여년 운영해온 D사를 중심으로 1회 이상 서비스를 이용한 고객 1000명을 대상으로 설문을 진행하였으며, 성실한 설문 응답자 309명을 대상으로 분석을 실시하였다. 연구를 위해 마일리지 이용특성을 다섯 가지(정서적 혜택, 이용편리성, 경제적 유용성, 취득노력, 혜택의 다양성). 매개변수 두 가지(브랜드태도, 브랜드충성도)로 설정하였으며, 종속변수는 재이용의도로 설정하였다. 가설 검정 결과 정서적 혜택과 이용편리성, 경제적 유용성은 매개변수인 브랜드태도와 브랜드 충성도에 유의미한 결과를 보였고, 취득노력과 혜택의 다양성은 유의미한 결과를 나타내지 못하였다. 본 연구의 결과는 대리운전업에서는 고객과의 관계강화 전략을 위하여 고객들에게 정서적 혜택, 이용 편리성, 경제적 유용성을 강화하기 위해 노력해야 함을 밝혔다.

• 가정과삶의질연구
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• 제10권1호통권19호
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• pp.27-42
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• 1992

This study focused on consumer information search activity and consumer's post-purchase satisfaction. For these purpose, a survey was conducted suing questionaires on 430 homemakers that lived in seoul. Statistics used for data were Frequency Distribution. Percentile, Mean, One-way AAANOVA., Scheffe-test, T-test, Pearson's correlation. Multiple Regression Analysis and Multiple Classification Analysis. The major findings were ; 1) The level of each amount information search was lower than average. And the level of consumer's post-purchase satisfaction was a little higher than average. 2) On amount of "noncommercial-personal" information search, the influencing variables were desire to seek information, education, brand royalty in turn. These three variables explained 7% of dependent variable's variance. 3) On amount of "noncommercial-media" information search, the influencing variables were desire to seek information, amount of internal information, education, occupational status in turn. These variables explained 14% of dependent variable's variance. 4) On amount of "commercial-personal" information search, the influencing variable was desire to seek information, and this variable explained 3.1% of dependent variable'a variance. 5) On amount of "commercial-media" information search, the influencing variables were desire to seek information, education, amount of internal information in turn. These three variables explained 12.1% dependent variable's variance. 6) Resulting from multiple classification analysis, influencing variables on consumer's post-purchase satisfaction were amount of noncommercial-media information search and printed media search, and brand royalty. These three variables explained 9% of dependent variable's variance. Furthermore, througout all the subareas of consumer's satisfaction, the amount of noncommercial-media information search was the most influencing variable.

• 한국콘텐츠학회논문지
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• 제10권11호
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• pp.304-317
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• 2010

이 연구는 지방의료원 의료소비자의 서비스가치, 브랜드이미지 및 재이용의도 요인 간 구조적 관계를 분석하여, 이를 바탕으로 지방의료원의 효율적 운영전략을 수립하기 위하여 수행되었다. 전국의 34개 지방의료원 중 대표성이 있다고 판단되는 5개 병원을 선정하여 2개월간 조사원 기입방식으로 외래환자 387명, 입원환자 358명의 자료를 수집 분석하였다. 분석결과 지방의료원 환자가 인지한 상대적 서비스 가치는 브랜드 이미지와 정의 관계를 보였다. 구체적으로, 대학병원 및 민간병원의 진료서비스와 비교하여 환자가 인식하는 서비스 가치는 상대적으로 높은 수준이었으며, 이러한 서비스 가치는 지방의료원의 아늑함, 친절함, 전문성 등 지방의료원 브랜드 이미지와 정의 관계를 보였다. 또한, 서비스 가치와 브랜드 이미지는 재이용 의도와 정의 관계를 보였다. 민간병원 또는 대학병원 대비 상대적으로 높은 서비스 가치는 의료기술, 전문성이 높은 병원으로 인지하게 되고 재이용의도에도 긍정적인 영향을 미쳤다. 따라서, 지방의료원은 환자의 인식수준이 낮거나 측정변수의 효과나 영향이 큰 것으로 판명된 요인들에 대해 의료소비자의 인식수준을 향상시키는 방향으로 경영개선방안을 수립하여야 할 것이다.

• 한국의류학회지
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• 제27권1호
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• pp.29-39
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• 2003

The purpose of this study was to investigate the effects of service quality of apparel stores, evaluative criteria and clothing involvement on the consumer satisfaction. Data were collected from 481 women consumers living in Busan and analysed by frequency analysis, factor analysis, Cronbach's , cluster analysis, t-test and discriminant analysis. The results showed that consumers who highly involved symbolism of apparel were more influenced by salesperson service and store atmosphere, and were more effected by prestige/brand royalty of apparel than those who highly involved pleasure of apparel. Those who had high scores in symbolism involvement were more satisfied with consumer satisfaction in apparel buying behaviors than those who highly involved pleasure of apparel. The service quality was the influenced variable on consumer satisfaction related to apparel products than the others. Especially, salesperson service and store atmosphere in service quality were important to the satisfaction perceived by consumers in apparel buying process.

• 마케팅과학연구
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• 제9권
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• pp.153-173
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• 2002

본 연구는 의복 구매시 소비자들에게 영향을 주는 의류점포의 서비스 품질, 의복평가 기준과 위험지각의 관계를 살펴보고, 이러한 관련변수들이 의복충동구매행동에 미치는 영향을 살펴봄으로써 의류제품을 다루는 마케터나 리테일러들에게 소비자 행동을 파악하는데 도움을 주어 차별적 경쟁우위 수단으로 활용할 수 있도록 하고자 하는데 그 목적이 있다. 연구 결과, 의복을 구매할 때 소비자가 지각하는 의류점포의 서비스 품질과 의복평가 기준은 구매와 관련된 위험지각과 부분적으로 관련이 있었다. 또한 의복충동구매행동에 대한 의류점포 서비스 품질, 의복평가기준 및 위험지각의 영향을 살펴본 결과, 위험지각요인 중 소비자들이 의류제품의 봉제상태가 나빠지지 않을까, 세탁/관리하기에는 불편함이 없을까 등의 관리적 위험과 다른 옷과의 조화나 비슷한 제품을 더 싼값에 살 수 있지 않을까 등의 성과적 위험, 그리고 점포분위기나 실내장식 등의 시설서비스가 의복충동구매행동에 영향을 미침을 알 수 있었다.

• 한국의류산업학회지
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• 제7권6호
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• pp.624-632
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• 2005

The purpose of this study was to examine the consumers' purchasing behavior of budget-priced cosmetics according to the shopping orientation. Questionnaires used for this study were composed of 57 questions including 21 questions about cosmetic shopping orientation, 32 questions about budget-priced cosmetic purchasing behavior and four questions about demographic variables. Questionnaires were administrated to 20 to 49 aged 317 women who have shopping experience on budget-priced cosmetics. Data were analyzed by using factor analysis, cluster analysis, ANOVA, ${\chi}^2$-test, correlation, crosstabulation analysis, and scheffe test utilizing SPSS/WIN. The results were as follows. First, shopping orientation of cosmetics were classified into 5 factors: 'interest and impulsive purchasing tendency', 'price-oriented purchasing tendency', 'ration-oriented purchasing tendency', 'famous brand-oriented purchasing tendency' and 'brand royalty- oriented purchasing tendency'. According to the shopping orientation of cosmetics, the respondents were classified into 4 groups: 'passive shopping group', 'rational shopping group', 'active shopping group', 'neutral shopping group'. Second, when comparing each group's purchasing behavior of budget-priced cosmetics with shopping orientation of cosmetics, there was not significant difference in one time purchasing cost and the number of shop visits. In case of demographic variables concerning purchasing behavior of budget-priced cosmetics, there was significant differences in one time purchasing cost according to age, level of education and employment status. The number of shop visits had also difference according to age, level of education and monthly family income. Based on these results, marketing strategies for demographic characteristics of target market rather than the shopping orientation are needed.

• 감성과학
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• 제19권2호
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• pp.79-88
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• 2016

현대사회는 산업혁명 이후 물질적 풍요로움 속에 살고 있다. 한편 제품에 다양화에 따른 소비자들의 욕구도 다양화 되고 있다. 현대 소비자들은 과거와 달리 단순히 목적 지향적인 소비가 아니라 감성과 가치관을 충족시키는 개성적 소비로 트렌드가 바뀌고 있다. 그 대표적인 사례가 스타벅스다. 스타벅스는 매장 장식부터 시작해 전 세계 어느 매장이든 똑같은 자신들만의 매장 음악, 직원들의 서비스, 매력적인 커피 향 등으로 구성된 스타벅스만의 분위기를 파는 감성마케팅으로 오늘날 세계적인 커피 프랜차이즈로 성장했다. 이런 방법은 인간의 감성을 자극 하는 마케팅이기 때문에 눈에 보이지 않는 것을 인간의 감각이나 감성에 대입하여 호소하는 방식이다. 즉, 소비자들의 감성을 끌어 내어 제품에 대한 긍정적인 반응을 이끌어 내어 소비까지 이루어지게 하는 것이 감성마케팅의 매력이다. 제품이나 서비스에서 감성의 활용은 브랜드 이미지를 차별화하고 브랜드 로열티를 강화할 수 있는 핵심적인 방법이 되고 있다. 특히 소비자의 감동을 강하게 이끌어 내기 위해 고객서비스가 더욱 중요시 되고 있다. 무형의 서비스는 고객의 감동을 이끌어내는 최고의 수단이 되고 있다.

• 산업경영시스템학회지
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• 제41권4호
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• pp.146-159
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• 2018

This study analyzed what premium features significantly affect customer satisfaction and their recommendation, and what factors significantly affect product attributes. In the process, first, the loyalty program and the customer compensation program were studied to determine the impact of the customer satisfaction and recommendation. The study analyzed that quality and design of product properties had significant effects on all factors, but the brand was not significantly affected. Second, while superiority, differentiation and scarcity of luxury items are significant to customer satisfaction but superiority is only significant in relation to recommendation intention. Third, the preceding study shows that the customer compensation program has a significant impact on sales growth, but the study found that it was not for imported luxury car customers. Fourth, if the royalties program is low in awareness, it has been analyzed that the scarcity and customer satisfaction relationships among luxury goods have been adjusted. On the contrary, if there is a high level of awareness, it is analyzed that there is a control effect customer satisfaction and differentiation among luxury brands. In the conclusion, in order to satisfy customers at the import luxury car market, the differentiation of luxury goods by standard index must be strengthened and the brand must be strengthened among the attributes of the product. In addition, by raising awareness of the royalties program, the relationship between differentiation and customer satisfaction can be enhanced.

• 한국의류학회지
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• 제37권3호
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• pp.386-398
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• 2013

This study analyzes the effect of clothing involvement using meta-analysis. Metal-analysis (the analysis of analyses) is widely used in various academic areas to integrate individual empirical studies and generalize the knowledge of a specific research field. Previous studies regarding clothing involvement published since 1990 were researched from the KISS database using clothing involvement and fashion involvement as a keyword; subsequently, 127 articles were identified. Studies that had insufficient statistics or included clothing involvement as a moderating (or intervening variable) were eliminated; subsequently, 36 articles provided a total of 75 data sets that were used for the final analysis. Dependent variables were grouped into 10 categories to compare the differences between high and low involvement groups. The effect size of clothing involvement was large in non-personal information source; however, it was small in utility, brand royalty and quality. In the 7 categories of relational studies that showed homogeneity, the relation size regarding conformity was smaller than the personal information source.

• Journal of Information Technology Applications and Management
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• 제24권1호
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• pp.93-110
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• 2017

This study aims at classifying and analyzing the business models of reverse overseas direct purchasing through online shopping-malls. After analyzing the current status of the reverse overseas direct purchasing online markets, this study identifies relevant critical business factors and synthesizes prior studies to construct and analyse the business models. This study proposes that the business models can be classified into five types according to the operation modes and three types according to the delivery methods. So theoretically 15 business models can be identified. For each business model this study analyzes the characteristics and the pros & cons. It also suggests deployment strategies for companies by considering cost reduction, brand establishment, customer management, customer aquisition, and easiness from the business perspective. From the customers perspective, cost reduction, reliability, royalty, ease to purchase, and accessibility can be considered according to the types of operation mode. The main contribution of this study is to provide the basic classifications and structures of reverse overseas direct purchasing business models systematically. As the result, our study evaluates the business models that which one is better than others in a situation in terms of company and customer. Lastly, we talk about limits and future prospects of the study.