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유통업태별 고객만족의 결정요인들에 관한 연구

원문정보

A Study on the Determinations of Customer Satisfactions between Department Store and Discount Store

김동균

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초록

영어

This paper addresses the critical factors of customer satisfaction between department store which is characterized as a good service quality and discount store which has a competitive advantage on price dimension. The result showed that overall satisfaction of department store was slightly higher than that of discount store. Also, it was found that only service quality was a good indicator as a customer satisfaction of department store. However, overall satisfaction of discount store was significantly affected by both price and service quality. The study contributes to our understanding of how department store and discount store develop KSFs(key success factors) of customer satisfaction.

목차

I. 서론
 II. 이론적 고찰 및 연구가설 도출
  1. 우리나라 유통시장의 개방 현황
  2. 우리나라 유통업태별 주요 현황
  3. 유통업태의 전개방향
  4. 유통업태별 고객만족의 결정요인
 III. 연구방법
  1. 자료의 수집
  2. 변수의 측정
 V. 연구결과
  1. 유통업태별 전체적 만족도
  2. 유통업태에 따른 차원별 만족도
  3. 가격과 서비스품질 차원이 만족에 미치는 영향
 V. 결론
 참고문헌
 Abstract

저자정보

  • 김동균 Kim Dong-kyoon. 원광보건전문대학 경영정보과

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