의류점포의 서비스품질지각과 관련변인 연구 = A Study on the Relationship between Service Quality of Apparel Stores and Related Variables

다국어 초록 (Multilingual Abstract)

The purpose of this study was to clarify service quality of apparel stores and find out related variables. The related variables are contained customer`s characteristics (shopping orientation, demographic characteristics), store types and store patronage behavior in apparel store. The subjects selected for the final analysis were 363 females aged from 20 to 59 who lived in Taejon. And the data were collected using a questionnaire and analyzed through factor analysis, ANOVA, cluster analysis, regression, Duncan test, Tukey test. The results of this study were as follows; 1. Services quality of apparel stores consisted of seven dimensions; ability of salesperson, belief in policy, convenience of facility, attractiveness of physical environment, convenience of using credit cards, convenience of space movement, and apparence of salespeople. 2. Shopping orientation consisted of four dimensions; recreational shopping orientation, rational shopping orientation, convenience-oriented shopping orientation, price-conscious shopping orientation. Shopper types consisted of three dimensions; recreational-economical type shopper, rational type shopper, convenience-oriented type shopper. Significant relationships were found out between those shopper types and service quality. Significant difference was caused by demographic characteristics(age, marital status, education, income, job) except for places of residence and service quality. 3. The significant difference was found out between store types and service quality. 4. Service quality(ability of salespeople, belief in policy, convenience of facility, convenience of using credit cards, apparence of salespeople) were influenced store patronage behavior.