A Study upon Behavioral Intention depending upon Shop Layout and Service Quality of SSM

• 발행기관: 한국유통과학회
• 저자명: Yoon Hwang Ju Hoe Chang Yang Hee Young Cho
• 간행물 정보: 『KODISA ICBE (International Conference on Business and Economics)』2014 International Conference on Business and Economics (ICBE 2014), 211~214쪽, 전체 4쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2017.07.31

영문 초록

This study investigated effects of not only shop layout but also service quality of SSM upon customer satisfaction, revisit intention and intention of word of mouth from point of view of consumers. The findings were: Display of SSM shop layout had significant influence upon customer satisfaction, and tangibility and consensus only of service quality attributes had significant influence: In other words, consumers were thought to be influenced from point of view of comparative advantage with another shop when doing shopping. To manage SSM successfully, innovation of the display by assortment of various kinds of products for consumers was needed to let consumers do shopping at friendly and comfortable atmosphere: First of all, various kinds of ways that could elevate customers' satisfaction made customers buy continuously. This study investigated contents that consumers thought much of in the use of SSM: Tangibility and consensus of both display properties and service quality of shop factors could be practically used.

목차

Abstract

Ⅰ. Introduction

Ⅱ. Hypotheses and Research Models

Ⅲ. Empirical Analysis

Ⅳ. Discussions and Summary

References

키워드

SSM shop layout service quality customer satisfaction behavioral intention