대형마트 충성도의 이중경로모형 (Dual Path Model in Store Loyalty of Discount Store)

서지정보

· 발행기관 : 한국유통학회
· 수록지 정보 : 유통연구 / 15권 / 1호 / 1 ~ 24페이지
· 저자명 : 지성구, 이인구

초록

국내 대형마트 점포 수는 2008년 기준 403개로 포화시점에 근접하고 있다. 이러한 경쟁상황에서 ‘점포충성도(store loyalty)’가 지속적 경쟁우위를 위한 전략적 도구로써 그 활용성이점점 더 중요시 되고 있다. 다양한 관점에서 점포충성도를 대형마트 연구의 핵심적 과제 다루어왔으나, 통합적인 연구 접근 방법이 미흡한 실정이다. 따라서 본 연구에서는 통합적 관점에서 점포충성도가 형성되는 두 가지 경로를 제안하였다. 이중경로모형은 첫째, 내재적경로 ‘서비스품질→고객만족→점포충성도’, 둘째, 외재적 경로 ‘점포개성→점포동일시→점포충성도’로 구성된다.
조사대상은 대형마트를 이용하는 소비자들을 대상으로 진행하였으며, 구조방정식모형 분석을 통하여 제안된 이중경로모형의 적합성 및 가설검증을 실시하였다. 연구결과, 모형의적합지수들은 상당히 좋은 값들을 보여주고 있다. 또한 본 연구에서 새롭게 제시된 내재적경로인 서비스품질은 고객만족에 정의 영향을 미치고, 고객만족은 결과변수인 대형마트의점포충성도에 매우 유의하게 영향을 준 것으로 나타났다. 그리고 외재적 경로에서 대형마트의 점포개성은 점포동일시에 긍정적인 영향을 주고 매개변수인 점포개성은 점포충성도에영향을 미치는 것으로 나타났다. 이를 통해 본 연구는 대형마트의 점포충성도 형성에 관한두 가지 경로를 제시함으로써, 이론적, 관리적 시사점을 도출하였고 연구의 한계점과 미래연구방향을 제시하였다.

영어초록

Ⅰ. Introduction The industry of domestic discount store was reorganized with 2 bigs and 1 middle,and then Home Plus took over Home Ever in 2008. In present, Oct, 2008, E-Mart has 118 outlets, Home Plus 112 outlets, and Lotte Mart 60 stores. With total number of 403outlets, they are getting closer to a saturation point. We know that the industry of discount store has been getting through the mature stage in retail life cycle. There are many efforts to maintain existing customers rather than to get new customers. These competitions in this industry lead firms to acknowledge ‘store loyalty’ to be the first strategic tool for their sustainable competitiveness. In other words, the strategic goal of discount store is to boost up the repurchase rate of customers throughout increasing store loyalty. If owners of retail shops can figure out main factors for store loyalty,they can easily make more efficient and effective retail strategies which bring about more sales and profits.
In this practical sense, there are many papers which are focusing on the antecedents of store loyalty. Many researchers have been inspecting causal relationships between antecedents and store loyalty; store characteristics, store image, atmosphere in store,sales promotion in store, service quality, customer characteristics, crowding, switching cost, trust, satisfaction, commitment, etc., In recent times, many academic researchers and practitioners have been interested in ‘dual path model for service loyalty’. There are two paths in store loyalty. First path has an emphasis on symbolic and emotional dimension of service brand, and second path focuses on quality of product and service.
We will call the former an extrinsic path and call the latter an intrinsic path. This means that consumers' cognitive path for store loyalty is not single but dual. Existing studies for dual path model are as follows;First, in extrinsic path, some papers in domestic settings show that there is ‘store personality-identification-loyalty’ path. Second, service quality has an effect on loyalty,which is a behavioral variable, in the mediation of customer satisfaction. But, it's very difficult to find out an empirical paper applied to domestic discount store based on this mediating model. The domestic research for store loyalty concentrates on not only intrinsic path but also extrinsic path. Relatively, an attention for intrinsic path is scarce.
And then, we acknowledge that there should be a need for integrating extrinsic and intrinsic path. Also, in terms of retail industry, this study is meaningful because retailers want to achieve their competitiveness by using store loyalty. And so, the purpose of this paper is to integrate and complement two existing paths into one specific model, dual path model. This model includes both intrinsic and extrinsic path for store loyalty.
With this research, we would expect to understand the full process of forming customers' store loyalty which had not been clearly explained. In other words, we propose the dual path model for discount store loyalty which has been originated from store personality and service quality. This model is composed of extrinsic path, discount store personality→store identification→store loyalty, and intrinsic path, service quality of discount store→customer satisfaction→store loyalty.
Ⅱ. Research Model Dual path model integrates intrinsic path and extrinsic path into one specific model.
Intrinsic path put an emphasis on quality characteristics and extrinsic path focuses on brand characteristics. Intrinsic path is based on information processing perspective, and extrinsic path emphasizes symbolic and emotional dimension of brand. This model is composed of extrinsic path, discount store personality→store identification→store loyalty,and intrinsic path, service quality of discount store→customer satisfaction→store loyalty.
Hypotheses are as follows;Hypothesis 1: Service quality perceived by customers in discount store has an positive effect on customer satisfaction Hypothesis 2: Store personality perceived by customers in discount store has an [그림]positive effect on store identification Hypothesis 3: Customer satisfaction in discount store has an positive effect on store loyalty.
Hypothesis 4: Store identification has an positive effect on store loyalty.
Ⅲ. Results and Implications We examined consumers who patronize discount stores for samples of this study.
With the structural equation model(SEM) analysis, we empirically tested the validity and fitness of the dual path model for store loyalty in discount stores. As results, the fitness indices of this model were well fitted to data obtained. In an intrinsic path,service quality(SQ) is positively related to customer satisfaction(CS), customer [표]satisfaction(CS) has very significantly positive effect on store loyalty(SL). Also, in an extrinsic path, the store personality(SP) is positively related to store identification(SI), it shows significant effect on store loyalty. Table 1 shows the results as follows;There are some theoretical and practical implications. First, Many studies on discount store loyalty have been executed from various perspectives. But there has been no integrative view on this issue. And so, this research was theoretically designed to integrate various and controversial arguments into one systematic model. We empirically tested dual path model forming store loyalty, and brought up a systematic and integrative framework for future studies. We want to expect creative and aggressive research activities.
Second, a few established papers are focused on the relationship between antecedents and store loyalty; store characteristics, atmosphere, sales promotion in store, service quality, trust, commitment, etc., There has been some limits in understanding thoroughly the formation process of store loyalty with a singular path, intrinsic or extrinsic. Beyond these limits in single path, we could propose the new path for store loyalty. This is meaningful.
Third, discount store firms make and execute marketing strategies for increasing store loyalty. This research provides real practitioners with reference framework needed for actual strategy formation. Because this paper shows integrated and systematic path for store loyalty. A special feature of this study is to represent 6 sub dimensions of service quality in intrinsic path and 4 sub dimensions of store personality in extrinsic path.
Marketers can make more analytic marketing planning with concrete sub dimensions of service quality and store personality. When marketers of discount stores make strategic planning like MPR, Ads, campaign, sales promotion, they can use many items which are more competitive than competitors.

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