The Effect of KD-SQS Service Quality Factor in Discount-based Retail channel on Service Value and Store Loyalty: Focusing on Service Guarantee Mediating Effect

• 발행기관: 한국유통과학회
• 저자명: Young Chul Lee Jong Lak Kim
• 간행물 정보: 『KODISA ICBE (International Conference on Business and Economics)』2014 International Conference on Business and Economics (ICBE 2014), 189~195쪽, 전체 7쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2017.07.31

영문 초록

Purpose - This research limits its object on 'large-scale Marts' which is a typical core of discount-based retail channel(here in after, DRC), and tries to examine the approaches for development of DRC in the future and provides practical managerial implications by applying the researches on the effect of KD-SQS service quality factor regarding competitiveness of large-scale DRC on service value and store loyalty based on the experiential view-point of customers and by developing and applying the existing service measures. Research design/ data/methodology - The subjects of this research include the adults who have experiences of using 'large-scale marts' which are located in Seoul and Kyungi-Province, more than 3 times within the last three months. The survey questionnaires consist of the items that are modified and supplemented from SERVQUAL and KD-SQS models, focusing on service quality elements. The research method used SPSS 20.0 and AMOS 19.0 statistics package program. And Path Analysis is carried out in order to analyze structural relationship of research models and to test the research hypotheses. Results - The general results of this research can be said as follows: (1) In cases of large-scale marts, the physical aspect, human interaction, and additional convenience aspects of service quality have statistically significant influence on service value. (2) In large scale marts, the physical aspect, human interaction, and policy have statistically significant influence on store loyalty. (3) Service value of large scale mart have statistically significant influence on store loyalty (4) Test of the hypothesis that service guarantee would adjust the relationship of service quality and service value showed that it has significant influence in terms of human interaction and policy. (5) Test of the hypothesis that in large scale mart service guarantee would adjust the relationship of service quality and store loyalty showed that it has significant influence in ter

목차

Abstract

Ⅰ. Introduction

Ⅱ. Theoretical Background

Ⅲ. Research Design

Ⅳ. Results of Study

Ⅴ. Conclusion and Suggestion

References

키워드

Service quality Service value Service guarantee Store loyalty