Fashion & Textile Research Journal (한국의류산업학회지)

The Society of Fashion and Textile Industry (한국의류산업학회)
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The Effect of Customer Satisfaction and Customer Orientation on Service Delivery Level

판매원의 직무만족과 고객지향성이 서비스제공수준에 미치는 영향

  • Lee, Ok-Hee (Dept. of Fashion Design, Sunchon National University)
  • 이옥희 (순천대학교 인문예술대학 패션디자인학과)
  • Received : 2011.01.25
  • Accepted : 2011.03.22
  • Published : 2011.08.31
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Abstract

Employees of sales departments of apparel makers play an important role in the success of a fashion-related business because they provide service through the direct contact with customers. This research tests several hypothesized relationships between its determinants, such as job satisfaction and customer orientation, along with service delivery level. The subjects in this study were salespeople who worked at fashion stores in Yeosu and Sunchon. To measure the hypotheses, 200 questionnaires were handed out and 185 were collected. 163 questionnaires were used for the analysis, as 22 were found to be invalid. Frequency analysis, factor analysis, reliability analysis, and multiple regression techniques were used after coding and cleaning the data with the software SPSS 18.0. The result of this study are as follow. First, job satisfaction have a positive influence on employee's customer orientation. Second, job satisfaction have an effect on procedural and hospitable service delivery level. Third, it was found that the customer orientation have a significant impact on their procedural and hospitable service delivery level.

Keywords

References

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