면세점의 지각된 서비스품질이 관계품질과 고객충성도에 미치는 영향

• 영문명: Effect of Duty Free Shop’s Service Quality on Relationship Quality and Loyalty
• 발행기관: 한국유통과학회
• 저자명: 이량(Liang Li) 유건우(Kun Woo Yoo) 박찬욱(Chan Wook Park)
• 간행물 정보: 『유통과학연구(JDS)』제15권 제4호, 41~57쪽, 전체 17쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2017.04.30

영문 초록

Purpose - With the growth of the duty free shop field and an increase in the executive interest in it, it becomes necessary to examine if PBZ (1988) SERVQUAL could be applied to duty free shop service reflecting on this increased interest and the importance of marketing strategy alternative managing multinational customers. Therefore, the present research focused on the comparison of Korean and Chinese consumers. We examined how service quality would affect relationship quality and customer loyalty. Research design, data, and methodology - Surveys were distributed to 235 Korean and 220 Chinese consumers who have visited a Korean duty free shop. We analyzed frequency analysis, mean difference analysis, and reliability analysis, exploratory factor analysis, confirmatory factor analysis, structural equation model analysis, and multi-group analysis. Results - First, perceived tangibles, responsiveness, empathy, assurance, price benefits, product diversity, and IT convenience of duty free shop service all appeared to be positive effect on customer satisfaction; at the same time, only tangibles, responsiveness, empathy, assurance, and price benefits positively affected customer trust. Secondly, customer satisfaction and trust that are the components of the relationship quality appeared to be positive effect on customer loyalty. Thirdly, customers’ satisfaction was found to play a full mediating role effect among all of the service quality factors with customer loyalty; however, customer trust was found to have the mediating effects only with tangibles, empathy, assurance, and price benefits. Fourthly, we found a difference between how service quality influences relationship quality and how service quality influences customer loyalty as a function of different nationality. As a result, it appeared that price benefits and IT convenience affected customer satisfaction more among Koreans than among Chinese. Finally, it appeared that customer satisfaction and trust affected

목차

Abstract

1. 서론

2. 선행연구 고찰

3. 연구가설 및 모형

4. 연구방법 및 실증분석

5. 연구결과

6. 결론

Reference

키워드

Duty Free Shop Service Quality Relationship Quality Customer Loyalty