소매업태의 지각된 서비스 편의성이 서비스 성과에 미치는 영향: 백화점과 종합슈퍼마켓간 차이를 중심으로

• 영문명: Effects of Consumers’ Perceived Service Convenience: Differences between Department Stores and General Super Markets
• 발행기관: 한국유통과학회
• 저자명: Mi-Jeong Kim(김미정) Chul-Ju Park(박철주)
• 간행물 정보: 『유통과학연구(JDS)』제13권 제2호, 85~94쪽, 전체 10쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2015.02.09

영문 초록

Purpose – This study attempts to examine the impacts of consumers’ perceived service convenience of retailers on various service performance metrics such as service quality and customer satisfaction. It also tries to investigate differences in the importance of service convenience dimensions on service performance between a department store and a general super market. Research design, data, and methodology – The four hypotheses in this study were proposed and tested. Two hypotheses were on the causal relationships between service convenience dimensions and service performances (service quality and customer satisfaction). The other two hypotheses were on comparisons for the effects of convenience dimensions on service quality and customer satisfaction between department stores and general super markets. To test the hypotheses, three department store chains (Hyundai, Lotte, and Shinsegae department Store) and three general super markets (E-mart, Homeplus, and Lotte mart) were involved. Overall, 510 usable responses were used. The data were analyzed using regression analysis. Results – The results largely support the hypothesized relationships of the proposed model. The results show that access convenience, transaction convenience, benefit convenience, and post-benefit convenience have positive influences on service quality, whereas decision convenience, access convenience, transaction convenience, benefit convenience, and post-benefit convenience have positive effects on customer satisfaction. Furthermore, the results show that there are differences between department stores and general super markets in the effects of benefit convenience and post-benefit convenience on service quality as well as the effects of transaction convenience and post-benefit convenience on customer satisfaction. Conclusions – The concept of service convenience is important in retail environments but little is known about this topic in retail literature. Specially, w

목차

1. 서론

2. 이론적 고찰 및 가설 설정

3. 연구방법

4. 실증분석 결과

5. 결론

References

키워드

Service Convenience Service Quality Customer Satisfaction Department Store General Super Market.