Advanced SearchSearch Tips
Structural Relation Model on Customer Satisfaction of Biggest Discount Retailers
facebook(new window)  Pirnt(new window) E-mail(new window) Excel Download
 Title & Authors
Structural Relation Model on Customer Satisfaction of Biggest Discount Retailers
Choi, Rack-In;
  PDF(new window)
In this paper, it should be established what influence to customer satisfaction by advertisement and promotion, store management and quality of products of large discount stores, and in order to present the structural relation model. In order to establish it empirically, this study proposed a structured alternative model by conducting a survey to customers live in metropolitan areas who use biggest discount store, through the SPSSWIN 18.0 and AMOS 18.0. This analysis shows a number of points, first, customers were aware of having meaningful impact on store management to products quality. Through broad and clean store represents confidence appears to have a products quality. Second, the store management were shown to have a meaningful impact on customer satisfaction. Cleanliness and atmosphere of store, convenience of parking facilities, and transportation convenience of their roles in customer satisfaction seem to believe. Third, advertising and promotion is shown to not affected meaningful impact on stores management, products quality and customer satisfaction.
Retail Distribution Company;Advertisement and Promotion;Store Management;Products Quality;Customer Satisfaction;
 Cited by
OiSeuk Lim, OSoo Kwon, "A Study on Information Strategy for Korean Distribution Industry," Journal of Korea Society of Computer and Information, Vol. 4, No. 1, pp. 99-100, March 1999.

Seoul Shinmun, pp. 1-6, 13th December 2014.

SEAMS, 2013 Traditional Markets and Shopping Centers and Stores Management Survey Results Report. December 2013.

JongSub Lim, "A Study of Service-quality of Marts that Effects Customer Satisfaction," Journal of Retail Informations, Vol. 10, No. 4, pp. 167-192, December 2007.

JuneHee Na, SungBae Kim, Young Kim, UngSe Yoon, "A Study on the Effects of Antecedents on Performance of Large Discount Store's Franchise Branches," Korea Logistics Review, Vol. 18, No. 4, pp. 93-95, December 2008.

JiSung Song, GaJin Lee, "A Study on Service Design for the Guide of Customer Movement in Hypermarket," Journal of the Korean Society of Design Culture, Vol. 18, No. 4, pp. 37-41. December 2012.

WooYoung Choi, "A Study on Sales-Regulation of Super Supermarket and Discount Store," Korean Comparative Public Law Association, Vol. 13, No. 3, pp. 213-244, September 2012.

BongSeok Choi, JiSun Ku, "A Regal Study on the Self-regulations of Large-scale Discount Stores and SSM," Korea Administrative Law Theory Practice Association Administrative Law Journal, Vol. 2013, No.36, pp. 294-318. April 2014.

HyeJung Cheon, "The Super Super Market Regulation and Consumer's Social Responsibility," Collection of Social Science Treatises, Vol. 29, No. 1, pp. 383-416. June 2013.

KyuHo Cho, "Economic Contributions of Discount Store and Super Super Market(SSM) to Regional Economy", Journal of Retail Management, Vol. 17, No. 3, pp. 99-114. June 2014.

SeongMoon Kim, JiSang Ahn, GyoEon Shim, "Study on Critical Factors for Sales of Discount Chain Stores: Focused on Major 3 Competitors of Discount Chain Stores," Journal of the Korean Urban Management Association, Vol. 27, No. 2, pp. 19-38, Jun 2014.

M. B. Holbrook & R. Batra, "Assessing the role of emotions as mediators of consumer responses to advertising," Journal of Consumer Research, Vol. 14, No. 3, pp. 404-420, 1987. crossref(new window)

A. Reimer, & R. Kuehn, "The impact of servicescape on quality perception," European Journal of Marketing, Vol. 39, No. 7/8, pp. 785-808, 2005. crossref(new window)

M. J. Bitner. "Servicescape: The Impact of Physical Surroundings on Customers and Employees," Journal of Marketing. No. 56, p.60, April 1992.

C. Fornell, M. D. Johnson, E. W. Anderson, Cha Jaesung, B. E. Bryant, "The American Customer Satisfaction Index: Nature, Purpose, and Findings," Journal of Marketing, Vol. 60, No. 4, pp. 7-18, 1996. crossref(new window)

J. Baker, M. Levy, & D. Grewal, "An experimental approach to making retail store environmental decisions." Journal of Retailing, Vol. 68, No. 4, pp. 445-460, 1992.

L. C. Harris & C. Ezeh, "Servicescape and loyalty intentions: an empirical investigation," European Journal of Marketing, Vol. 42, No. 3/4, pp. 390-422, 2008. crossref(new window)

R. L. Oliver, "Measurement and Evaluation of Satisfaction Process in Retail Setting," Journal of Retailing, Vol. 57, No. 3, pp. 25-48, 1981.

D. E. Schultz and W. A. Robinson, Sales Promotion Management, NTC Business Books, pp. 99-102. 1986.

J. Rossiter and L. Percy, Advertising and Management, Mcgraw-Hill Book Company, pp. 251-255. 1987.

D. A. Garvin, Managing "Quality: The Strategic and Competitive Edge", New York: The Free Press, pp. 43-47. 1988.

Rust and R. L. Oliver, "Service Quality: Insight and Managerial Implication from Frontier", Service Quality, eds., R. T. Roland R. L. Oliver, Sage Publication, pp. 1-9. 1994.

R. L. Oliver, "Satisfaction: A Behavioral Perspective on the Consumer", Mcgraw-Hill Co., p. 15. 1997.