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유통산업의 서비스품질 수준 비교와 전환장벽에 관한 연구 -백화점과 대형할인점을 중심으로-

A Study on the Service Quality Level and Switching Barriers in the Retail Industry -Comparing Department Store with Discount Store-

송광석|유한주
한국품질경영학회 (Korean Society For Quality Management)|2004.06|품질경영학회지 (Journal of Korean Society for Quality Management)|제32권 제2호|pp. 109-131

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참고문헌

주제분류학제간연구

초록

Abstract

This research tried to clarify the impact of service quality on the customer satisfaction, customer retention and switching barriers in the competitive structure between department store and discount store. We measured the level of service quality by using the methodology which had been adopted in the service quality research area. Using the internet survey method, we gathered data from 750 consumers of each industry. We used various analysis methods such as the regression analysis, t-test, and hierarchical regression analysis. The results reveal different patterns in the two sectors in the retail industry with respect to switching barriers. We conclude that switching barriers play an important role in consumer satisfaction and retention.

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