衣類店鋪의 서비스品質 및 關係效益이 顧客 自發性에 미치는 影響 硏究The Influence of Service Quality and Relationship Benefit on Customer Voluntary Performance in Apparel store
- Other Titles
- The Influence of Service Quality and Relationship Benefit on Customer Voluntary Performance in Apparel store
- Authors
- 정영주; 장은영; 이선재
- Issue Date
- Jun-2007
- Publisher
- 한국패션비즈니스학회
- Keywords
- Customer Voluntary Performance(고객자발성); Relationship Quality(관계품질); Relationship Benefits(관계효익); Customer Satisfaction(고객만족); Customer Voluntary Performance(고객자발성); Relationship Quality(관계품질); Relationship Benefits(관계효익); Customer Satisfaction(고객만족)
- Citation
- 패션 비즈니스, v.11, no.2, pp 1 - 13
- Pages
- 13
- Journal Title
- 패션 비즈니스
- Volume
- 11
- Number
- 2
- Start Page
- 1
- End Page
- 13
- URI
- https://scholarworks.sookmyung.ac.kr/handle/2020.sw.sookmyung/56075
- ISSN
- 1229-3350
2288-1867
- Abstract
- The purpose of this study is to confirm Customer Voluntary Performance as a new strategy that contributes to Service Quality and maintains customer Relationship, and to understand how Service Quality and Relationship Benefits on Customer Voluntary Performance. To pursue the above purposes, the experimental model showing the working process was designed like this: Service quality - Relationship Benefits - Customer Satisfaction - Relationship Quality - Customer Voluntary Performance. To accomplish the experimental study, questionnaire method was chosen and targeted women living seoul. 721 questionnaires were used in last analysis. SPSS 8.0 was used in analysis of data. The results show that (1)Customer satisfaction was affected by Service Quality and Relationship Benefits affirmatively; (2)Relationship Quality was affected by Customer Satisfaction, Service Quality, Relationship Benefit; (3)Customer Voluntary Performance was affected by Relationship Quality and Customer Satisfaction; (4)Service Quality and Relationship Benefits influenced on Customer Voluntary Performance.This study has a important meaning that it provides marketing strategy on satisfied relationship maintenance and customer satisfaction creation.
- Files in This Item
-
Go to Link
- Appears in
Collections - 생활과학대학 > 의류학과 > 1. Journal Articles
Items in ScholarWorks are protected by copyright, with all rights reserved, unless otherwise indicated.