대형 할인점의 고객 만족도에 관한 연구 = (A) study on consumer satisfaction of discount stores

다국어 초록 (Multilingual Abstract)

In the prospect of 21st century distribution industry, its center is moved from bipolar structure of current department store and conventional market to discount shop and department store as new distribution industry, and the department store which showed superiority shows dull growth tendency now.
Big scale discount shop which is price destruction type new distribution introduced 'Low Price' and this type of distribution industry made a basis as new type in current distribution industry area which are suffered from economic depression situation. Due to introduction of unlimited competition era such as customs tariff, reduction of non-tariff obstacles and free service business as autonomous business by WTO departure, foreign advanced distribution firms are incoming to Korea and in this accelerating incoming current situation, our domestic distribution industrial firms can't escape from their small-scale reage, thereby the commercial power of small ＆ medium distribution firms are shrink now and also there are a lot of difficult problems area such as trading without data habitual practice and falling behind situation of distribution system etc.
To overcome such difficulties and to exist as superior opmetitive business firm, careful attention is required to monitor the change of consumers and actual situation of the market Purpose of this study to find out using status of big scale discount shop and pre-purchase activities and is to compare and analyze the cause of their satisfaction level and is to provide the consumers' opinions to the distribution industries and also to help reasonable purchase activities to the consumers.
Results of the study are as follow:
First, general feature f major customers of the price destructive big scale discount shop was 40.6% of 30 years old level, and their education level showed 94.2% of high school and college graduation. their monthly income showed 68.8% of more then ￦2,000,000-, 57.3% was women and 65.3% was male and married persons, as their resident types, it showed 47.9% of apartment resident peoples. The occupation showed 40.5% of company employees and it was more than female women and house wives.
Second, in the question of purchase feature, only 35.5% of customers answered, the most important considering factor during the visiting to discount shop is the price and it showed 52.1% and next factor was how after it is from their home and it showed 35.5%, therefore they preferred more low price shop than far distance shop according to the analysis result of the study. The motivation of discount shop using is the advertisement and it showed 33.1%, therefore the advertisement and publication are very important effect.
Third, as customers satisfaction factor after purchase, it was diversity or items, convenient time of shop using and convenient parking system etc., and as important point of customer during the discount shop using was low price, diversity of items and quality etc., therefore there is difference between actual satisfaction of customer and the requirement of customer.
According to the opening tendency of distribution firms, many worldwide famous discount shops are advanced to korean market and such tendency is increasing now. Therefore, considering the represented causes on the analysis of big scale discount shop which advanced to korea, various management strategies must be established in the future.

목차 (Table of Contents)

• 목차 = ⅰ
• 제1장 서론 = 1
• 제1절 연구의 목적 = 1
• 제2절 연구의 방법과 범위 = 2
• 제2장 대형 할인점에 대한 문헌적 고찰 = 4
• 제1절 가격파괴형 신유통업태의 개념 = 4
• 1. 가격파괴 의미와 특징 = 4
• 2. 가격파괴형 유통업태의 의의 및 형태 = 6
• 3. 가격파괴의 배경 및 신유통업태의 생성 = 12
• 제2절 가격 결정 요인, 고객 만족 및 선행연구 = 16
• 1. 대형 할인점의 가격결정요인 = 16
• 2. 고객 만족에 관한 문헌적 고찰 = 18
• 3. 선행연구 = 29
• 제3장 대형 할인점 현황 및 고객만족 사례 = 35
• 제1절 대형 할인점 현황 = 35
• 1. 국내 대형 할인점 현황 = 35
• 2. 국외 대형 할인점 현황 = 47
• 제2절 가격파괴형 대형 할인점의 고객만족 사례 = 55
• 1. 국내 할인점 고객 만족 사례 = 55
• 2. 국외 대형 할인점의 고객 만족 사례 = 59
• 제4장 대형 할인점의 고객 만족도 분석 = 63
• 제1절 조사방법, 자료수집 및 신뢰도 = 63
• 1. 조사, 자료수집 방법 = 63
• 2. 신뢰성 검정 = 64
• 제2절 실증분석 = 66
• 1. 대형 할인점 이용 현황 = 66
• 2. 대형 할인점 이용 고객 만족도 분석 = 70
• 제3절 분석 결과의 요약 및 시사점 = 81
• 1. 분석 결과 요약 = 81
• 2. 시사점 = 82
• 제5장 결론 = 83
• 제1절 요약 및 결과 = 83
• 제2절 연구 한계와 향후 연구 방향 = 85
• 참고문헌 = 86
• 부록 설문지 = 89
• Abstract = 95