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KMID : 1159320130150020127
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Korean Journal of Vision Science
2013 Volume.15 No. 2 p.127 ~ p.136
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A Comparison Study on Customer Service Satisfaction of Non-franchise and Franchise Eye-Glass Store
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Yoo Han-Ho
Noh Hye-Ran
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Abstract
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Purpose: To investigate customer satisfaction of non-franchise and franchise eye-glass stores among customers over 10 years old in the Metropolitan area. Methods: This survey was conducted on consumers in Metropolitan area who have purchased eye-glass products. Standards to determine customer service quality were categorized into six division (classification, reliance, correspondence, response, quality assurance, and specialty). Questionnaires in divisions were collected and surveyed. the survey results were statistically analyzed. Results: Degrees of customer satisfaction were different to non-franchised and franchised eye-glass stores. Franchised eye-glass stores were preferred in questions regarding reliance, correspondence, and quality assurance components providing reliable products, qualified A/S, and the lens care protocol and appropriate use. Non-franchised eye-glass stores were preferred in questions regarding classification and response providing friendly and comfort atmosphere. Conclusions: Differentiation within individual non-franchised and franchised eye-glass stores is necessary to emphasize advantages with enhanced distinct services.
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KEYWORD
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Customer satisfaction, Service, Franchise, Eye-glass stores, Service quality
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