A Study on the Improvement of the Intention for Revisit and Recommendation of Harbor Duty Free Store Customer

서지정보

· 발행기관 : 세계섬학회
· 수록지 정보 : World Environment and Island Studies / 4권 / 2호
· 저자명 : KyoungGuk Roh, AhRam Cho, BooYun Cho

목차

Abstract
1. Introduction
2. Theoretical Background and Research Model
2.1. Tourism in Jeju and Duty-Free industry
2.2. Service Value
2.3. Satisfaction, revisit intention, recommendation intention
3. Research methodology
3.1. Research Population and Sample
3.2. Results of analysis
4. Conclusion
4.1. Summary of Results
4.2. Implications and limitations
Reference

영어초록

This study aims to investigate a method with which one could enhance duty-free stores in island region through intensifying customers’ revisit and recommendation intention. We proposed a research model that perceived service quality of customers infuences revisit and recommendation mediated by customers’ satisfaction. According to the survey conducted to 181 customers of harbor duty-free store, route to the shop, time available for shopping, and convenience facility were variables significant to increase the quality of service and in turn, customer satisfaction. Moreover, high customer satisfaction appeared to enhance revisit and recommendation intentions of customers. Through such results, this research indicates theoretical implication that there should be a discussion concerning service quality unique to the duty-free shop, and managerial contributions that investment on layout design of stores is significant in operations of harbor duty-free stores

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