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백화점 의류매장의 지각된 서비스품질, 관계품질, 충성도와의 관계

The Relationship Among Relationship Quality, Loyalty for Perceived Service Quality on Department Stores

전태유|황애란|박노현
한국의류산업학회 (The Society of Fashion and Textile Industry)|2007.02|한국의류산업학회지 (The Korean Fashion and Textile Research Journal)|제9권 제1호|pp. 55-64

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참고문헌

주제분류생활과학

초록

Abstract

In this study, relationship model of relationship quality and loyalty for perceived service quality on departmentstore is proposed and empirically tested. Service quality factors were defined as Tangibles, Reliability, Responsivenes,Asurance, and Empathy. Relationship quality were defined as customers' overall satisfaction and customer trust. A LIS-REL model was used to develop dimensions of service quality and to investigate the structural relationship among per-ceived service quality, relationship quality(customer satisfaction and trust) and loyalty on department stores. Theempirical results were as follows; First, Tangible, Responsiveness, Assurance and Empathy of service quality factors havea positive effect on customers’ overall satisfaction. Second, customers’ overall satisfaction have a positive effect on cus-customer trust have a positive effect on loyalty of customer. At the end of this paper, discussion, managerial implications,limitations and future research directions were suggested.

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