A Study on the Service Quality Level and Switching Barriers in the Retail Industry -Comparing Department Store with Discount Store-

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Journal of Korean Society for Quality Management > Volume 32(2); 2004 > Article

Journal of Korean Society for Quality Management 2004;32(2): 109-.

유통산업의 서비스품질 수준 비교와 전환장벽에 관한 연구 -백화점과 대형할인점을 중심으로-

유한주¹, 송광석²

¹숭실대학교 경영학부
²숭실대학교 대학원 경영학과

A Study on the Service Quality Level and Switching Barriers in the Retail Industry -Comparing Department Store with Discount Store-

ABSTRACT

This research tried to clarify the impact of service quality on the customer satisfaction, customer retention and switching barriers in the competitive structure between department store and discount store. We measured the level of service quality by using the methodology which had been adopted in the service quality research area. Using the internet survey method, we gathered data from 750 consumers of each industry. We used various analysis methods such as the regression analysis, t-test, and hierarchical regression analysis. The results reveal different patterns in the two sectors in the retail industry with respect to switching barriers. We conclude that switching barriers play an important role in consumer satisfaction and retention.

Key Words: Service Quality;SERVQUAL;SERVPERF;Switching Barriers;