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논문 기본 정보

자료유형
학술저널
저자정보
Kai-Qiang Wang (우송대) 김문홍 (우송대학교)
저널정보
한국유통경영학회 유통경영학회지 유통경영학회지 제23권 제4호
발행연도
2020.8
수록면
111 - 128 (18page)

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Purpose: This study was conducted to investigate the interrelationship between the overall service quality, customer satisfaction, and customer behavior intentions based on the Chinese consumers’ experience after using duty-free shops in Korea. Currently, most of the related researches on duty-free service quality in Korea are based on its own service quality model, and studies on Chinese customer behavior through the medium of customer satisfaction are far from adequate. In particular, this paper conducted a research on the service quality with the aim to promote the use of duty-free shops in Korea by Chinese tourists and also provide comprehensive reference opinions for Korean duty-free shop operators to develop marketing strategies for Chinese customers. Research design, data, and methodology: To achieve the objectives of the study, this paper conducted a survey of 509 Chinese consumers. As a study to derive practical implications, survey data was empirically analyzed using the SPSS 26.0 through the data coding process. Results: The results of the analysis showed that first, tangibles, reliability, responsiveness, assurance, and empathy in the quality of service factors had a positive effect on customer satisfaction. Second, tangibles, reliability, responsiveness, and empathy in service quality components had a positive effect on customer intentions. Assurance was found to have no effect on the customer's intention. Third, customer satisfaction was found to have a positive effect on the customer's intention. In addition, tangibles, reliability, responsiveness, and empathy were found to influence customer behavior intentions through the medium of customer satisfaction. Assurance was found to have no influence on customer behavior intentions through the medium of customer satisfaction. Conclusions: The results of this research will help to improve the service quality of Korean duty-free shops and develop marketing strategies for Chinese customers. Korean duty-free shops can improve service quality, and after- sales service, thereby ensuring the sustainable development of duty-free shops in Korea.
#Duty-free Shop #Service Quality #Customer Satisfaction #Behavioral Intentions

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참고문헌 (47)

참고문헌 신청
Baker, J. / 1994 / The Influence of Store Environment on Quality Inferences and Store Image / Journal of the Academy of Marketing Science 22(4):328~339 google schola Baron, R. M. / 1986 / The moderator–mediator variable distinction in social psychological research : Conceptual, strategic, and statistical considerations / Journal of Personality and Social Psychology 51(6):1173~1182 google schola Bitner, M. J. / 1992 / Servicescapes : The Impact of physical surrounddings on customers & Employee / Journal of Marketing 56(2):57~71 google schola Boulding, W. / 1993 / A dynamic process model of service quality : From expectations to behavioral intentions / Journal of Marketing Research 30(1):7~27 google schola Choi, M. J. / 2016 / Developing a typology of Chinese shopping tourists : An application of the Schwartz model of universal human values / Journal of Travel & Tourism Marketing 33(2):141~161 google schola

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