Fashion & Textile Research Journal (한국의류산업학회지)

The Society of Fashion and Textile Industry (한국의류산업학회)
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Internal Service Quality, Employee Satisfaction, and Organizational Performance of Apparel Retailers

의류매장에서 내부서비스품질이 직무만족과 조직성과에 미치는 영향

  • Row, Young (Dept. of Fashion Design, Dongseoul College) ;
  • Lee, Kyu-Hye (Dept. of Clothing & Textile, Hanyang University)
  • 노영 (동서울대학 패션디자인과) ;
  • 이규혜 (한양대학교 의류학과)
  • Received : 2006.06.02
  • Published : 2007.02.28
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Abstract

Marketing strategists believe that the best way to satisfy customers is through satisfied employees. In fashion retail businesses, salespersons play a pivotal role for the success of business, since fashion products have emotional properties and customers' emotion is largely affected by personal selling at the point of purchases. The present study aims to examine relationships among internal service quality, job satisfaction, and organizational performance in fashion retail businesses. Specifically, the study will test the validity of applying service quality concept to the internal service targeting the sales person of fashion retailers and identify dimensions of internal service quality. Data were collected from salespersons of women's wear and imported brand stores at four major department stores. 205 survey responses were used for the final analysis. The factor analysis extracted empathy/tangibility, assurance, responsiveness and reliability factors. The structural path analysis and effect analysis indicated that the importance of assurance and responsiveness of internal service quality had significant direct effects on job satisfaction and significant indirect effects on organizational performance. Reliability dimension of internal service quality had a significant direct effect on job satisfaction. The importance of empathy/tangibility dimension, however, was relatively weak in the model.

Keywords

References

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