• 복식문화연구
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• 제18권2호
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• pp.217-228
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• 2010

The purpose of this study was to examine the post-purchasing behavior focusing on dissatisfaction and complaint behavior. There were some studies concerning dissatisfaction in on-line shopping related to satisfaction and intention to re-buying, but did not focus the relationship with complaint behavior, or identified the factors specifically related to consumer's dissatisfaction. In this study, it was examined to minimize the consumer's dissatisfaction and complaint behavior by investigating the detailed factors relating dissatisfactions and complaint behaviors after shopping apparel goods on the internet. Two hundred fifty five customers who had purchased fashion products in internet shopping had participated in this study. The data was analyzed by factor analysis, regression analysis using SPSS program. As the result, first, product, delivery, returning and price factor were extracted as factors of dissatisfaction, and as factors of complaint behavior, legal action, private action, remedial action were investigated. Second, dissatisfaction was significantly effected on complaint behavior. Specially, returning factor and price factor had effect on legal action, product, delivery factor had on private action and returning factor had affected remedial action. Third, more purchasing frequency, less dissatisfaction. Also, female had more dissatisfaction than male. Finally, more dissatisfaction and compliant behavior, less repurchasing intention. Based on these results, internet shopping fashion marketing strategies were suggested.

• 한국의류학회지
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• 제35권5호
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• pp.561-574
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• 2011

This study investigates the ultimate factor structure of consumer dissatisfaction with the off-line purchase and usage of clothing. It identifies the determinant dimensions of consumer dissatisfaction on clothing purchase and usage and investigates the hierarchical structure of consumer dissatisfaction by assessing and comparing the effectiveness of five alternative factor structure models. A total of 300 women were online-surveyed to assess the level of dissatisfaction based on their dissatisfying experience with clothing purchases and usage in terms of product quality, price, salesperson's attitude, and store environment. The exploratory factor analysis identified the underlying dimensions of dissatisfaction: Handling, Aesthetics, Salesperson, Size, Price, Product Quality, Service, and Environment. By employing a first-order confirmatory factor analysis and higher-order confirmatory factor analysis, consumer dissatisfaction was confirmed to have a hierarchical structure with three second-order constructs Intrinsic instrument is manifested by handling, quality, and size, Intrinsic expression consists of service, salesperson, and environment, and Extrinsic circumstance contains aesthetics and price. On empirically demonstrating the multi-dimensional constructs of consumer dissatisfaction by identifying its hierarchical structure, the study provides the theoretical and practical insights to comprehend consumer purchase and post-purchase behavior. Specifically, it affords an empirical platform to extend the scope of research with condensed concepts of dissatisfaction to researchers. In addition, it also enables marketers to take a broader view of consumer dissatisfaction by providing cues about potential problems and identifying the source of those problems.

• 한국의류학회지
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• 제14권1호
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• pp.3-12
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• 1990

The purposes of this study were to determine the consumer dissatisfaction factors in the process of purchase and use of clothing, and to investigate the relationships between the dissatisfaction factors and selected variables-clothing importance, evaluative attributes, price, shopping stores. The research questionnaires selected from the pilot study were administered to 547 female subjects in the age of twenties. The dissatisfaction factors identified as a result of the factor analysis were as follows: (1) 'price' factor ($21.6\%$ of the total explained variance), (2) 'product assortment' factor ($21.5\%$), (3) 'purchase decision-making' factor ($19.9\%$), (4) 'quality' factor ($18.6\%$), (5) 'informa­tion and service' factor ($18.4\%$). By these five factors, the $34.7\%$ of the total variance were explained. The factors were validated by the multiple regression analysis. The purchase decision­making factor has the greatest explanatory power suggests that psychological aspects are more important to clothing dissatisfaction than any other objective aspects. The relationships between the dissatisfaction factors and the selected variables were found to be as follows: 1) The higher clothing importance scores, the higher product assortment related dissatisfac­tion score. 2) The higher the purchase price, the lower the price related dissatisfaction, but the higher the product assortment related dissatisfaction scores. 3) The department store and the national brand chain store shoppers had higher product assortment related dissatisfaction compared to the small retail store and discount store shoppers.

• 한국농촌건축학회논문집
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• 제14권3호
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• pp.85-92
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• 2012

This study aims to evaluate the residential exterior environment and ascertain the factors having an effect on the visual environment viewed through the living room window. This study is based on a questionnaire on the exterior environment targeting residents living in the area of Nohyunng in Jeju city, Jeju-do. The results are as follows. First, residents are satisfied with the exterior environment as a whole; however, the longer-term residents' level of satisfaction is found to be relatively low while dissatisfaction is high. Additionally, there is a difference in satisfaction and dissatisfaction levels between the residents in their own housing and those in rental housing. The residents living in rental housing were found to have a relatively low level of satisfaction and high dissatisfaction. Second, in the case where the living room window faces roads, low satisfaction and high dissatisfaction levels with the visual environment were found, where the living room is on the first or second floor. Third, satisfaction and dissatisfaction with the exterior environment have a close correlation to the impression or nature elements of 26 questions but they show low correlation in size, height, color, design, traffic, artifact elements. Finally, as a result of extracting the factors influencing satisfaction and dissatisfaction with the visual environment, four factors were extracted including "Impression & Nature factor", "Building factor", "Design factor", and "Traffic volume & Artifacts factor". "Impression & Nature factors" is the most influencing factor with satisfaction and dissatisfaction and "Traffic volume & Artifacts factor" was found to have an effect on satisfaction, but not as clearly on dissatisfaction.

• 복식
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• 제33권
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• pp.175-188
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• 1997

the main purpose of this study was to inves-tigate the consumer dissatisfaction and com-plaining behavior in purchase and use by con-sumer value. The subjects participated this study were 204 female students. They were classified into 3 groups by important degree of instrumental value which is one of the 2 value categories that divided by the Rokeach. In order to assess consumer dissatishaction in purchase and use of clothing by those groups. The Clothing Purchase Dissatisfaction Inventory was used and The Consumer Complaining Behavior Inventory was adapted to asses consumer complaining behavior. The Clothing Purchase Dissatisfaction Inventory has 4 subscales(Price related factor Produt and Quality related factor Information and Service related factor Purchase decision-mak-ing related factor)and The Consumer Complaining behavior Inventory consisted in 3 subscales(Do nothing Private complaining Public complaining) Using SAS package in order to examine Clothing Purchase Dissatisfaction Inventory scores anaslysis of variance (MANOVA) was excuted And turkety test a kind of post-hoc multiple comparisons methods was adapted to compare Clothing Purchase Dissatisfaction In-ventory scores of each groups. in order to in-vestigate consumer complaining behavior by each groups and grade major pocket money a month the mean purchse price of clothing a month x2-test Frequency Percent were executed. Conclusion eached in this study are as fol-low: 1. Each group had differences in price re-lated factor Product nad Quality related fac-tor Information and Service related factor ex-cept Purchase decision -making related factor Groups which made much of value tend to dis-satisfy in price related facor Product and Quality related factor Information and Service related factor. 2. Group that made much of value had more high scores in private complaining complainto third party and the middle group had more high scores in private complaining . Group made little of value tended to do nothing. 3. Grade major pocket money a monty the mean purchase price of clothing a month didn't have difference signficantly in consumer behavior. but major had difference on private complaining.

• 대한가정학회지
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• 제27권1호
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• pp.9-17
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• 1989

The purpose of this study is to explore the use of fashion information source and the consumer dissatisfaction factors in the purchase and use of clothing, and to explain the relationships between the use of fashion information source and the consumer dissatisfaction factors of young man. For the study, data were collected from 254 freshman, 258 male seniors, and 229 unmarried male workers using the questionaire method. The data from 741 respondents were analyzed by Pearson's Product-moment coefficient corrleation, ANOVA, T-TEST, and Scheff Test. The results of the study are as follows : 1. There were significant differences in the use of information source such as. 1) according to the group, the impersonal advocate source, and the impersonal independent source. 2) according to the job, the impersonal advocate source. 2. There were significant differences in the consumer dissstisfaction factor such as. 1) according to the group, the "product assortment" related factor. 2) According to the job, the "quality" related factor. 3. There were partly significant relationships between the use of information source and consumer dissatisfaction factor. 1) In the young men, the use of the impersonal advocate source, impersonal independent source, personal independent source, and observation had correlated with the dissatisfaction factor related to "purchase-decision making".

• 한국의류학회지
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• 제38권3호
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• pp.355-371
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• 2014

The present study investigated the dimensionality of satisfaction and dissatisfaction as well as evaluated the effects of social commerce characteristics on satisfaction and dissatisfaction. The conceptual framework of the study was built on Herzberg's motivation-hygiene Theory and the Kano Model. We gathered 519 data by social commerce users through an online survey and used SPSS 20.0 for the analysis. The findings showed that satisfaction and dissatisfaction are two distinct constructs; in addition, nine characteristics of social commerce were derived from factor analysis. Among the nine factors of social commerce characteristics, diversity had a positive influence only on satisfaction and uncertainty had only a positive impact on dissatisfaction; however, price discount, product quality and transaction safety, influenced both satisfaction and dissatisfaction. There were several factors that had no significant influence on both satisfaction and dissatisfaction. The findings of the study support Herzberg's motivation-hygiene Theory and the Kano Model. The present study helps social commerce managers establish a plan to maximize factors that influence consumer satisfaction and minimize the factor influencing dissatisfaction.

• 한국의류학회지
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• 제29권7호
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• pp.948-958
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• 2005

The purposes of this study were to segment adolescents into groups by family and school factors and to investigate the differences among the groups regarding body image and self-esteem. The study distributed the questionnaires to the adolescents who were middle and high school students in South Korea. The total respondents were 2240. The data were analyzed by factor analysis, cluster analysis, ANOVA, Duncan test, and $X^2-test$. Factor analysis showed that body image had four dimensions: appearance management, physical attractiveness, weight control, and the opposite sex fear. The cluster analysis showed that Korean adolescents were segmented into four groups (family preference/school preference group, family dissatisfaction/school dissatisfaction group, family average/peer competition group, family average/peer dissatisfaction group). The four groups were significantly different in regard to three dimensions of body image, self-esteem, and demographics. For example, the family preference/school preference group was most satisfied with their bodies, had a lowest opposite sex fear, and had a highest self·esteem. However, family dissatisfaction/teacher dissatisfaction group was most dissatisfied with their bodies, had a greatest interest in their appearance, and had a lowest self-esteem.

• 한국의류학회지
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• 제20권1호
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• pp.142-156
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• 1996

The purposes of this study were to examine the reason, = of clothing discard and to investigate the influences of demographic and clothing variables on the clothing discard behavior Data were collected from 610 women who lived in Seoul and Kwangjoo. By means of factor analysis, 6 general factors of clothing discard reason.; were extracted The 6 factors were named as dissatisfaction with appropriateness, physically worn out, dissatisfaction with clothing quality, fashion change, boredom, inconvinience. Among the five clothing items (suits or one pieces, jackets, jumpers, shirts or blouses, skirts or pants), there existed differences in the reason factors of clothing discard The relationships between clothing discard behavior (reason factors of clothing discard, peviods of clothing utilization) and variables like user's age, degrees of satisfaction with clothing, clothing items were also examined. There existed significant differences among the age groups and the groups classified by clothing satisfaction degrees in the reason factors of clothing discard and in the Periods of clothing utilization. Periods of clothing utilization were also differed by the clothing items. As user's a age grew older, periods of clothing utilization increased and the rates of clothing discard because of dissatisfaction with appropriateness, and dissatisfaction with clothing quality, boredom, inconvinience factors were decreased. As the degrees of satisfaction with clothes increased, the periods of clothing utilization also increased and the rates of clothing discard because of dissatisfaction with appropriateness, and dissatisfaction with clothing quality, inconvinience factors decreased. And the rates of clothing discard because of physically worn out factor increased.

• 대한가정학회지
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• 제46권10호
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• pp.119-132
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• 2008

The aim of this study was to analyse the consumer dissatisfaction, complaint and repurchase intentions in foodservices with a particular focus on college students. For this investigation we analysed the responses of 520 college students interviewed from Daegu Gyeongbuk Province. The SPSS/WIN version 12.0 and AMOS version 6.0 were used to analyse collected data. The results were as follows : 1) Factor analysis identified 5 different consumer dissatisfaction factors: facilities, waiter/waitresses behavior, food quality, service, store operating. The level of food quality dissatisfaction was most high. Consumer complaints came in three forms: public, personally and no action. The level of personal complaint was most high. 2) AMOS analysis found that public complaints had the most influence on repurchase intentions. 3) Dissatisfaction was highest with fast food restaurants, which also received the most public complaints. 4) Dissatisfaction, complaints, and compensation strongly influenced eating-out and spending motivation of college students.