유통업체의 고객서비스에 관한 연구 - 의류제품을 중심으로 -

Abstract

The purpose of this study was designed to investigate if self-monitoring variable among various individual trait theories and demographic variable would be variables which can explain about the importance differences of consumer service level of retailing in the garment product.The survey was conducted from Feb. 6 to 16, 2002. For this survey, the 118 data were analysed with spss window 9.0 version and Cronbach's, Factor analysis, one-way ANOVA, Duncan test, Frequency, mean, percentage were applied. The results of this study were as follows;1. Consumer service was classified in attitude/confidence/expert knowledge of salesperson, product display, product information, product assortment, shopping environment, lighting setup.2. As a result of analyzing the importance differences per consumer service dimension depending on self-monitoring levels, it was not significant differences.3. As a result of analyzing the importance differences per consumer service dimension depending on demographic variables, it was not significant differences.