• Journal of the Korean Society of Clothing and Textiles
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• v.24 no.5
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• pp.760-771
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• 2000

The main objective of this study were to develop the scale for measuring service quality and to identify the differences of service quality among apparel store types(department store, fashion specialty store and national brand independent store). Data were collected from 463 subjects who finished their shopping with a self-administered questionnaire. The results were as follows; 1. As a result of factor analysis, seven dimensions were identified for service quality: VMD, store atmosphere, pleasant enviornment, product assortment, store policy, salesperson's assurance, and salesperson's responsiveness dimensions. The first five dimensions and the last two dimensions were corresponded to store service and sales service respectively. Those dimensions explained 56.56% of service quality. Especially the salesperson's assurance had the most explaining power. 2. The fashion specially store was evaluated as the highest in five dimensions of store service, whereas the department store was evaluated as the lowest in the pleasant environment dimension. 3. Store policy, salesperson's assurance, store atmosphere, and VMD dimensions explained 38% of store satisfaction.

• Journal of the Korean Society of Clothing and Textiles
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• v.27 no.8
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• pp.935-945
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• 2003

This study attempts to understand perceived switching barriers of customers and fashion stores service quality as a core of store loyalty. Medium variations of switching barriers are interpersonal relationships, attractiveness of alternatives and switching costs. Date were collected from 485 subjects who finished their shopping with a self-administered questionnaire. The results were as follows: 1. Classified service quality of clothing stores into 4 ways: VMD of stores or atmosphere, store policy which are involved in store service, sales persons respond and sales persons conviction which are involved in sales service. 2. Service quality of fashion stores is related with switching barrier medium variations. 3. Service quality have an influence on switching barrier medium variations. Its mutual influences increase switching barriers and it gets to be related to the store loyalty. 4. Compared influences of variations to store loyalty between the H department store and the L department store which are research objects. The main difference is that the H department store evaluated personal relationships among service quality, customers and sales persons high compared with the L department store. As the results showed, service quality consists of store service of nonpersonal service area and sales service of personal service. Service quality is related with interpersonal relationships, attractiveness of alternatives and switching costs. It also affects switching barriers and store loyalty.

• Journal of the Korean Society of Clothing and Textiles
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• v.29 no.2
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• pp.356-366
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• 2005

The purpose of this study was to examine a path analysis of perceived service quality, store image, alternative store attraction, consumer satisfaction and switching barrier perception on store loyalty in apparel product purchasing. The questionnaire was administered to 450 women shopped in a department store in Gwang-ju during September, 12-26, 2002. Data collected from 384 women were analyzed by using frequency, multiple regression analysis, path analysis by SPSS for WIN program. The results were as follows ; First, the switching barrier perception, consumer satisfaction, perceived service quality, store image significantly influenced store loyalty. Second, the consumer satisfaction, perceived service quality, store image, alternative store's attraction significantly influenced switching barrier perception. Third, the perceived service quality, store image, alternative store's attraction significantly influenced consumer satisfaction. Fourth, the perceived service quality, store image, alternative store's attraction had indirect effects on store loyalty mediated by consumer satisfaction and switching barrier perception. The consumer satisfaction had indirect effects on store loyalty mediated by switching barrier perception. In short, perceived service quality, store image, alternative store's attraction influenced on store loyalty mediated by consumer satisfaction and switching perception.

• Journal of the Korean Society of Clothing and Textiles
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• v.29 no.5 s.142
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• pp.607-616
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• 2005

The purpose of this study was to investigate service quality of department stores located in Daegu and to examine the effects of service quality on customer satisfaction and store patronage. Data(N=285) were analyzed, using factor analysis, 1-test, ANOVA and regression analysis. The results suggest that service quality was divided into 3 dimensions (reliability, tangibles, empathy) and that service quality enhanced customer satisfaction and store patronage. Specifically, tangibles had a positive effect on customer satisfaction, and reliability had a positive effect on store patronage. Also, personal characteristics were related to service quality, customer satisfaction and store patronage. For instance, male customers evaluated tangibles of service quality more positively than female customers. The married evaluated service quality, customer satisfaction and store patronage more positively than the single. While people aged above 36 yews evaluated reliability and empathy of service quality more positively than people aged below 35 years, people in their 20s evaluated tangibles more positively than people in their 30s. People in a higher income bracket (i. e., \301,000,000- \400,000,000) evaluated reliability and empathy of service quality and store patronage most positively, while people in a lower bracket (i. e., below \200,000,000) evaluated most negatively.

• Journal of the Korean Society of Clothing and Textiles
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• v.30 no.1 s.149
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• pp.48-58
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• 2006

The purposes of this study were to examine the effect of perceived service quality and symbolic store image on store loyalty in apparel product purchasing and the moderating effect of hedonic shopping orientation. The questionnaire was administered to 450 women shopped in a department store in Gwang-ju during September, 12-26, 2002. Data collected from 384 women were analyzed by using frequency, factor analysis, regression analysis, ANOVA and t-test by SPSS for WIN Program. The results were as follows. First, consumers' perceived service quality was composed of three factors; product & environment service, sales person's customer oriented service, store policy service factor. Consumers' symbolic store image was composed of three factors; status symbol, favorability. credibility (actor. Second, the perceived service quality significantly influenced store loyalty. Third, the symbolic store image significantly influenced store loyalty. Fourth, interaction effect between perceived service quality and hedonic shopping orientation was found out to be meaningful at store loyalty. Fifth, interaction effect between perceived store image and hedonic shopping orientation was found out to be meaningful at store loyalty.

• Journal of the Korean Society of Costume
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• v.55 no.2 s.92
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• pp.105-115
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• 2005

The purposes of this study were to identify the service quality, quality of relationship, and relationship continuity intention of rental clothing store. Questionnaires developed by researcher were collected from 212 consumers who experienced rental clothing. Data was analysed by use of factor analysis, path analysis, and covariance structure analysis. The results were; 1. Factors of service quality of clothing rental store were tangibility & promotion, shop assistant & store atmosphere, customer empathy, customer reliability strategy, customer management, and customer convenience. And factors of relationship quality were satisfaction, trust, emotional involvement, and calculational involvement, and factors of relationship continuity intention were longitudinal relationship propensity & word-of-mouth and rerental intention. 2. Service quality of rental store affected significantly on relationship quality, and relationship quality affected significantly on relationship continuity intention. And service qualify of rental store affected significantly on relationship continuity intention through relationship qualify.

• The Journal of the Korea Contents Association
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• v.11 no.4
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• pp.347-360
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• 2011

This paper is to identifies relationship between service quality, trust toward employees, trust toward store and store loyalty by investigate how service quality influences on trust toward employees and trust toward store, and its, in turn, influence on store loyalty and explain the moderating effect in relationships between service quality and trust toward employees, and service qualty and trust toward store in bank services setting. A survey study was conducted to collect the data with the actual service purchasers at domestic mayor banks. Analysis of structural equation modeling with AMOS 18.0 was performed to test the research hypothesis. The results of the study are as follows: First, it was found to the moderating effect in relationships between empathy dimension of service quality and trust toward employees, and assurance dimension of service quality and trust toward store. Second, service quality shows differential effects on both trust toward employees and trust toward store by dimension but trust toward employees influence on both trust toward store and it, in turn, influence on store loyalty. To sum up, it have to build empathy of service quality for increase of trust toward their customer who have high duration of relationship and have to build assurance of service quality for increase of trust toward store in bank service settings.

• Journal of the Korean Society of Clothing and Textiles
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• v.32 no.5
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• pp.729-740
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• 2008

The purposes of this study are to identify service quality elements using Kano's theory, and to examine differences in service quality characteristics among apparel store types. Women over 20 years-old from metropolitan areas in South Korea participated in the study and a quota sampling method was used. The questionnaire was composed of three sections; importance of quality, degree of satisfaction, and demographic factors. Data from 525 questionnaires were used for the statistical analysis. The results were as follows: First, four factors of service quality(sales person, variety of goods, policy, and facilities) were identified. According to Kano's quality elements, sales person was categorized into both one-dimensional quality and must-be quality, and variety of goods, policy, and facilities categorized into attractive quality. Second, sales person, in all store types, was included in one-dimension quality elements and sales person and variety of goods, in local store, were included in attractive quality element. Service policy, in chain store and local store, was included in attractive quality element. Findings of this study provide both industry and academic researchers with a guide to increase customer satisfaction in the store service strategies.

• The Korean Journal of Franchise Management
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• v.9 no.2
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• pp.39-52
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• 2018

Purpose - This study investigates the effect of service quality of coffee shop on store attitude and store loyalty. It demonstrates that the individual's behavior identification level plays a moderating role when the service quality of coffee shop affects store attitude. Conceptually drawing on Brady & Cronin's three-dimensional model of service quality, this study examines the effect of service quality of coffee specialty store on customer's attitudes and loyalty. Also, according to construal level theory, it examines the individual's propensity difference whether the individual's behavior identification level on service quality and store attitude has a moderating effect Research design, data, and methodology - This study used Brady & Cronin's three-dimensional service quality model, and 183 valid cases collected through the questionnaire survey were used for data analyses. For hypothesis testing, regression analysis, multiple regression analysis, and covariance analysis were conducted. Result- As a result of this study, first, it is confirmed that service quality has a positive effect on store attitude toward coffee shop. Second, the difference of an individual's construal level did not have a moderating effect on the influential relationship of service quality on the store attitude of coffee shop. This is because the influence of the service quality is greater than the difference between groups at the construal level. Therefore, there was no moderating influence according to construal level. Third, the store attitude of coffee specialty store has a positive effect on store loyalty. Conclusions - It is confirmed that there is a difference in the effect of service quality and store attitude on general and college students. This suggests that it can be used to establish marketing strategies by segment. And, the college students were found to be more influenced by physical environment quality factor among three dimensions of service quality. Therefore, it is necessary to further improve efforts to raise the level of service quality perception through physical environmental factors such as clean and pleasant environment including the interior of a coffee shop, and internal table arrangement. The empirical study on the moderating effects of customer's tendency of difference is meaningful in the absence of empirical studies.

• Journal of the Korean Society of Clothing and Textiles
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• v.23 no.3
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• pp.435-446
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• 1999

This study was aimed to identify the conceptualization of apparel store service quality and to investigate the dimensions of apparel store service quality. Apparel store service involves tangibles like employees and equipment and intangible like policy convenience and credit. Apparel store service quality is composed mlti-dimentionally. In the empirical research a questionnaire was developed and statistical data were collected during June 1998. The subjects were 244 women in the age of 20's SAS were used to analyze collected data. Frequency percentage mean STD, factor analysis and Cronbach's a were applied. From the results of analysis the apparel store service quality were classified into four dimenstions ; salesperson(7 items) VMD(6 items) reliable policy(5 items) and customer convenience (3 items)