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KMID : 1011420170220040323
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Journal of Korean Ophthalmic Optics Society
2017 Volume.22 No. 4 p.323 ~ p.330
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An Influence of Shop’s Physical Environment on the Customer Satisfaction and Loyalty
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Cho Yun-Sil
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Abstract
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Purpose: The purpose of this study is to provide marketing management implication by empirically analyzing of the influence of shop’s physical environment on the customer satisfaction and loyalty.
Methods: A survey was conducted targeting optical shop’s adult customers, then the data were analyzed through SPSS 20.0 and AMOS 20.0.
Results: It has identified that surrounding environment, design environment and social environment have significant influence on the customer satisfaction. Among them, design environment was the biggest influence on the customer satisfaction, and social and surrounding environment followed in order. Among the physical environment, design environment and social environment had influence on the customer loyalty, However surrounding environment didn’t.
Conclusions: It was verified that design and social environment outweighed surrounding environment. Shops are required to induce customer’s attachment, revisiting and recommendation to others by competitiveness intensifying of design and social environment.
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KEYWORD
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Physical environment, Surrounding environment, Design environment, Social environment, Customer satisfaction, Customer loyalty
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