• Journal of Family Resource Management and Policy Review
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• v.8 no.3
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• pp.33-46
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• 2004

This study examined the effects of consumers' perceptions and expectations about refund on consumers' behavior to refund and its outcome. Major results of this study could be summarized as follows. First, consumers' perceptions and expectations about refund were higher in the case of defective products. However, consumers' behavior to refund were generally passive resulting in the low chance of refund. When there was no defects in product, consumers perceptions and expectations for refund were generally lower resulting in passive and the low chance of refund. Second, when there was defects in product, both consumers' perceptions and expectation tot refund influenced their active behaviors for refund, but not in the successful outcome. In contrast, when there was no defect, those two variables impacted on the behaviors for refund positively In addition, the more active those behaviors requesting for refunds were, the more successful outcome in refund request.

• Journal of the Korean Home Economics Association
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• v.40 no.6
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• pp.69-83
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• 2002

This study examined the effects of demographic variables on buying behavior, and investigated buyers'perceived value and risk perception of the internet shopping mall. The sample was collected by a department store in Daegu, and it included 1,732 individuals using the Cyber Mall. Research methods used in this study were simple statistics, t-test and ANOVA. The buyers perceived values through the internet shopping mall were classified into five categories-price, time, convenience, intrinsic attributes, reliability and the risk perception also was classified such as the overall purchasing process, quality of products, exposure of the personal information, delivery system, refund and exchange. The major findings of this study were 1) most important categories affecting their buying behavior were the value of convenience and following values in order were time, price, reliability, intrinsic attributes. 2) the risk perception were overall purchasing behavior, quality of products, exposure of personal information, delivery, and refund & exchange in order. 3) age of buyers, buying experience on the internet shopping mall, and gender were the important factors affecting the buyers'perceived value and risk. 4) the study also, showed that according to the variety of products, buyers perceived the value and risk differently, for example, the price was the most important perceived value in case of food product. The implication of the study is to strategically suggest how to enhance the buyers'perceived value and diminish perceived risk of different products.

• Korean Journal of Human Ecology
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• v.12 no.3
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• pp.337-349
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• 2003

This study was dealt with consumers' attitudes and requests for refunds on the basis of data gathered in 1997 and 2000 and examined factors shaping the differences of the consumers' requesting for refunds and investigated variables influencing the presence or absence of requests for refunds. Research outcomes could be summarized as follows. First there were no differences in consumers' searches for information of refunds, degrees of satisfactions for practices of refunds, knowledges for refunds, consumers' expectation for the permission of refunds between two periods Consumers generally showed more active behaviors for the request for refunds in 2000 than in 1997. In cases of defects, the chance of getting refunds was higher while consumers feel greater needs for refund. Second, consumers perception for the necessity of refund and their expectations for successful outcomes were higher in cases of defects than in the opposite case; consumers were also more active to request for refunds and get more positive responses in the former case. Third, in cases of defects in 1997, as consumers faced the unsatisfactory response for their previous requests for refunds, they did not actively request for refunds. In 2000, requesting for refunds were more active as they were more knowledgeable, actively search for information of refunds before their purchases, and expect more positive outcomes for their requests for refund. On the other hand, in cases of no defects in 1997, consumers showed more active behaviors requesting for refunds as their own professional jobs, owned greater consumer expectation for positive outcomes and showed greater satisfactions for the previous requests of refunds. In the survey of 2000, consumers showed active behaviors requesting for refunds as they were highly educated, gather much information for refund, and showed positive expectations for the possibility of refund.

• Journal of Distribution Research
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• v.6 no.1
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• pp.1-21
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• 2001

This study introduced the components of apparel store, which include product and service factor to reflect the modified conception of service. The purposes of this study were to investigate the dimensions of the components of apparel store and to examine consumers' rating of importance on the components of apparel store. In addition, this study explored the effect of clothing involvement and demographic variables on importance perception. Data were collected via a questionnaire from young adult females in their twenties. The results of this study revealed five dimensions of service factor: environmental service, salesperson service, attitude and policy service related to exchange and refund, policy service related to promotion, and policy service related to convenience. Factors related to product were identified price, quality, variety, fashion, design and brand. Attitude and policy service related to exchange and refund is the most important factor that consumer perceived. Salesperson service and product quality were the second important factors. The relatively important factor in each service dimension was this : display in the environmental service, the ability of salesperson to resolve customer's complaints in the salesperson service, sales person’s courtesy in managing exchange or refund in policy service. Clothing involvement and demographic variables do affect consumers’perception on importance.

• The Journal of Industrial Distribution & Business
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• v.8 no.5
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• pp.77-85
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• 2017

Purpose - The purpose of this study is to investigate the variables that lead consumers to visit traditional markets and buy market goods. Thus, the current research examined the relationship between satisfaction and return intention as among the factors influencing loyalty. Research design, data, and methodology - This study was conducted to examine the effects of the perceived level of factors on loyalty and how it influenced consumers' visits to traditional markets in 125 adult adolescents and women living in Mok-po area. The results of the questionnaire were obtained. The statistical data of the questionnaire were verified by SPSS. Results - In this study, consumers' perception level of eight loyalty factors can be perceived by the traditional Korean market. The empirical analysis is summarized as follows. First, by selecting five representative variables influencing intention to return to traditional markets, Mok-po area consumers were affected by the intention to revisit according to the intensity of recognition level among these variables. Second, the higher the perceived level of product price, quality of access (accessibility) among the factors that consumers perceive as important factors in visiting traditional markets were heightened. Third, Mokpo residents are aware of the main important factors of visiting the market such as receiving a friendly atmosphere (image) about traditional market, market environment (hygiene and cleanliness), connection with the local economy, and customer service such as kindness, refund and return. These loyalty factors did not affect consumers' intention to revisit. In other words, image, environment, regional economic linkage, and these factors did not have a positive effect on revisit intention. Conclusions - The empirical analysis of this study suggests that factors that directly affect loyalty among the key factors that play a major role in visiting traditional markets should be identified and developed as loyalty factors. It is necessary to identify the key factors influencing the satisfaction and loyalty of traditional market users, and operate a system that systematically and comprehensively manages and evaluates them. In order to do this, the government, the local governments, and related organizations should regularly conduct loyalty and satisfaction surveys on visa recognition levels and establish strategies for dramatic improvement measures.