|
KMID : 1011420160210040307
|
|
Journal of Korean Ophthalmic Optics Society
2016 Volume.21 No. 4 p.307 ~ p.315
|
|
|
A Study on the Service Quality of Optical Shops
|
|
Cho Yun-Sil
|
|
|
Abstract
|
|
|
Purpose: This study intends to provide optical shops owners with business strategic implications for enhancing service quality by empirically analyzing the influences of optical shop’s service quality on customer satisfaction and loyalty.
Methods: A survey was carried out targeting optical shop’s customers, then frequency analysis, reliability analysis, factorial analysis and path analysis were conducted through SPSS 20.0 and AMOS 20.0 statistical package.
Results: Service quality turned out to have positive impact on customer satisfaction and loyalty. The service qualities which have positive impact on customer satisfaction were outcome quality, interaction quality and physical environment quality respectively, while those with influence on customer loyalty were customer satisfaction, interaction quality, outcome quality and physical environment quality respectively.
Conclusions: Improving and differentiating service quality have proved essential in meeting customer needs and succeeding in a rapidly changing business environment. As competition intensifies, marketing strategy which are customer-centered as well as consumer-oriented has to be established by gaining competitive advantage that can be differentiated from other optical shops through improvement of service quality.
|
|
|
KEYWORD
|
|
|
Service quality, Customer satisfaction, Customer loyalty
|
|
|
FullTexts / Linksout information
|
|
|
|
|
|
Listed journal information
|
|
|
|