• Title/Summary/Keyword: Customer Satisfaction

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How Does the Time Variation of Customer Satisfaction Affect Korean Retail Firms' Performance?

  • Kim, Mi-Jeong;Park, Chul-Ju
    • Journal of Distribution Science
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    • v.16 no.9
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    • pp.53-58
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    • 2018
  • Purpose - This study aims to examine how the time variations of customer satisfaction influence retail firms' performance. Research design, data, and methodology - The study employs yearly time series customer satisfaction data of Korean retail secured from the National Customer Satisfaction Index(NCSI) for the 2011~2016 period. Our data includes a total of 90 observations of 15 retail firms in 5 different sector(department store, filling station, large discount store, open market, TV home shopping). We obtained the firm performance data from the KIS Value database. The variables for financial performance include sales and net profit. Results - The results show that customer satisfaction has dynamic effects on retail firms' performance. More specifically, the time variation of customer satisfaction has the moderating effect on the linkage between customer satisfaction and financial performance as well as direct effects on the firms' financial performance. Conclusions - Customer satisfaction has the current effect lasting over time on firm performance and changes of customer satisfaction in positive direction also impact on firm performance. Retail firms need to not only focus on improving customer satisfaction in the current term, but make efforts to continuously enhance customer satisfaction in the long term.

An Empirical Study on the Integrated Customer Satisfaction Evaluation Model for New Product Development - Focused on Automobile Industry - (신제품 개발을 위한 통합 고객만족도 평가모델에 관한 실증적 연구 - 자동차 산업을 중심으로 -)

  • Kim Dong Nam;Cho Jai Rip
    • Journal of the Korean Society for Quality Management
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    • v.32 no.4
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    • pp.113-124
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    • 2004
  • Customer satisfaction is becoming an increasingly salient topic in many firms and in academic research. One main rationale behind this interest is that customer satisfaction is believed to be associated with fruitful customer re-visit from the firm's point of view. Some country already had index models which can measure the degree of customer satisfaction. But, such models are ordinary models which used generally the scope of nation-wide /industry. Therefore, we needs some modifications to measure customer satisfaction for specific product & service and to provide the valuable feedback to specific firms. In this Perspectives, this study will evaluate the customer satisfaction index about automobile company and analyze it's result for valuable feedback. This study will present a model for an integrated customer satisfaction evaluation system which used structural equation modeling. Through this study, we anticipate that it will offer the measuring method about customer satisfaction and some guideline for product design process.

A Study on Relationship between Customer Satisfaction Measure and Financial Performance (KS-SQI를 이용한 고객만족도와 기업재무성과간의 관계에 연구)

  • Song, Sang-Min;Cho, Jai-Rip
    • Proceedings of the Korean Society for Quality Management Conference
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    • pp.109-114
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    • 2009
  • Recently, there has been growing interest in the financial and economic effectiveness of service quality and customer satisfaction. It means that the final goal of customer satisfaction is the maximization with firms' financial performance, enterprise could survive through the creation of continuous financial performance. Companies are working in various ways to identify the direct relationship of service quality and customer satisfaction with financial and economic effectiveness in order to justify and validate customer satisfaction management. In this study, the influence of customer satisfaction on the financial performance is examined. Also, we have analyzed customer satisfaction by comparing financial outcome of each industry Customer satisfaction index, the key non-financial performance measure has significant association with firms' financial performance index. Moreover, high customer satisfaction has a competitive advantage, so it can be the key success factor of firm's financial performance improvement.

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Customer Satisfaction Measurement Model Based on QFD

  • Liu, Yumin;Xu, Jichao
    • International Journal of Quality Innovation
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    • v.4 no.2
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    • pp.101-122
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    • 2003
  • With the development of the American Customer satisfaction index (ACSI), research on customer satisfaction measurement or evaluation methods have become significant in the last decade. Most of international customer satisfaction barometers or indices are evolved based on the cause and effect relationship model of ACSI. Of critical importance to validity of customer satisfaction indices is how to construct a measurement attribute or indicator model and provide an effective implementation method effectively. Quality Function Deployment (QFD) is a very useful tool for translating the customer voice into product design through quality engineering. In fact, this is a methodology for measuring and analyzing evaluation indicators by their relationship matrix. In this paper, we will make an effort to integrate the framework of QFD into the measurement problem of customer satisfaction, and also develop a new multi-phase QFD model for evaluation of Customer Satisfaction Index (CSI). From the houses of quality in this model, the evaluation indicators impacting on customer's global satisfaction are identified by means of their relationship matrix. Then the evaluation indicator hierarchy and its measurement method for the customer satisfaction index are presented graphically. Furthermore, survey data from the Chinese automobile maintenance sector and a relevant case study are utilized to show the implementation method of the QFD model used to measure and analyze of customer satisfaction.

A Study on the Relationship among Expenditure for Customer Satisfaction, Level of Customer Satisfaction, and Fi nancial Performance (고객만족을 위한 지출, 고객만족수준, 재무적 성과간의 관계에 대한 연구)

  • Lim, Shin-Sook;Lee, Ho-Gap
    • Asia-Pacific Journal of Business Venturing and Entrepreneurship
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    • v.2 no.4
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    • pp.103-133
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    • 2007
  • The purpose of this study is to investigate whether customer satisfaction is affected by the expenditure for the customer satisfaction such as advertising, promotion, and training. This study also investigate whether the financial performance of the firm is affected by the customer satisfaction. The major findings are summarized as following. First, the customer satisfaction is affected by the expenditure for the customer satisfaction such as promotion, training. But customer satisfaction is not affected by advertising cost. Second, considering the time-lag and incremental valiables, the relationship between customer satisfaction and expenditure for the customer satisfaction is not founded. Third, the customer satisfaction affects positively on the corporate financial performance, such as ratio of operating income to sales, ratio of net income to sales, return on total assets, and return on equity. Finally, considering the time-lag the relationship between customer satisfaction and financial performance is not founded. Considering the incremental valiables, the relationship between customer satisfaction and financial performance is founded when ratio of operating income to sales and return on total assets are used financial performance. These findings imply that the expenditure for promotiom and training is needed to increase the customer satisfaction. Also improvement customer satisfaction is needed to increase the financial performance. The limitations of this study are as following. First, this study could not consider the other variables that would affect on the relationship among expenditure for customer satisfaction, level of customer satisfaction, and financial performance. Second, the results of this study are difficult to generalize because this study is focused on the service industry.

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Does Customer Delight Matter in the Customer Satisfaction-Loyalty Linkage?

  • KIM, Mi Jeong;PARK, Chul Ju
    • The Journal of Asian Finance, Economics and Business
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    • v.6 no.3
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    • pp.235-245
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    • 2019
  • This research focuses on the relationships among customer satisfaction, delight, and loyalty. Although customer delight is one facet of an affective evaluation that can be predicted from customer satisfaction as cognitive component of the evaluation, there is no empirical examination on the casual relationship among customer satisfaction, delight, and loyalty. This study aims at addressing this gap in the service literature. The research questions are (1) How is customer satisfaction related to customer delight? and (2) Does customer delight matter in the relationship between customer satisfaction and loyalty? Data from a survey of consumers across upscale restaurant and retail bank in Korea were obtained. Our results show that customer satisfaction contributes positively to customer delight, and that customer delight plays a significant role in the relationship between customer satisfaction and loyalty. This chained relationship from customer satisfaction to customer delight to customer loyalty suggests that achieving customer delight represents one of the underlying pathways through which basic or core requirements expected by customers are satisfied. Our finding suggests that service firms need to monitor and manage their levels of customer delight as a performance metric, and delighting customers may be an important strategy to build competitive advantage through customer loyalty.

A study on Service Quality of Defence Quality Assurance Activites using Kano Model & PCSI Index (Kano 모델과 PCSI 지수 이용한 국방품질보증 서비스품질에 관한 연구)

  • Seo, Hyun-Soo;Seo, Jae-Hyun;Kim, Hyun-Min
    • Journal of the Korean Society for Quality Management
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    • v.45 no.2
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    • pp.261-274
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    • 2017
  • Purpose: Classify quality assurance work for munitions as service quality attributes. And to derive service elements that need improvement to improve customer satisfaction through calculation of customer satisfaction coefficient. Methods: The quality assurance service for munitions is classified as service quality based on the Kano model through a questionnaire survey of workers in military service companies located in Busan and Kyung-nam areas. Investigate current customer satisfaction with service quality of defense quality assurance activites, and calculate customer satisfaction coefficient and potential customer satisfaction improvement index. Results: Identify current satisfaction levels for service quality of defense quality assurance activites and suggest service quality factors that should be improved to improve customer satisfaction. Conclusion: The service quality factor for the defense quality assurance service was classified into 13, and the customer satisfaction coefficient was lower than the satisfaction coefficient. When looking at the current level of customer satisfaction through the Potential Customer Satisfaction Index, attractive quality factors with PCSI indices were found to be necessary for service improvement.

Empirical Analysis of Relationship between Internet Communication Network Quality Characteristics and Customer Satisfaction using Regression Variable Selection Procedures (회귀변수 선택절차를 이용한 인터넷통신 네트워크 품질특성과 고객만족도의 관계 실증분석)

  • Park, Sung-Min;Park, Young-Joon
    • IE interfaces
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    • v.18 no.3
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    • pp.253-267
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    • 2005
  • Customer satisfaction becomes one of the important managerial concerns associated with corporate competency in current competitive environment for Internet communication service companies. Hence, it is demanding to improve a company's customer satisfaction through the total quality management perspective. In practice, engineers as well as the management hope to find major quality characteristics with Internet communication network that is closely related to customer satisfaction, consequently aiming to the raise of their company's customer satisfaction. This paper presents an empirical relationship analysis between network quality characteristics and customer satisfaction on Internet communication. Methodologically, the relationship analysis framework is based on the regression variable selection procedures. In this framework, it is implemented that; 1) iterative model building; and 2) consistent criteria application to statistical tests for selecting significant variables. A case study shows that; 1) the customer satisfaction on the network connection seems to be more closely related to the network quality characteristics compared with the customer satisfaction on the network speed; and 2) the download disconnection rate has relatively evident relationship with the customer satisfaction on the network connection.

Effects of Traditional Firms' Agility Obtained by Adopting Internet Business on Corporate Image and Customer Satisfaction

  • Yi, Jun-Sub
    • Journal of the Korean Data and Information Science Society
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    • v.19 no.3
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    • pp.761-774
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    • 2008
  • Agility is vital to real-time enterprises in comtemporary dynamic business environment. This study aims to investigate the relationships between traditional shipping and port logistics firms' customer agility obtained by adopting Internet business, and their corporate image and customer satisfaction. Using questionnaire data, factor analyses were used to figure out five major agility factors, corporate image factor, and customer satisfaction factor. The agility factors were then used to investigate how they improve the firms' corporate image and customer satisfaction. The results of the regression analyses show that agility factors significantly influence the firms' corporate image and customer satisfaction factors.

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A Study on the Effects of Hospital Internal Marketing Factors on the Internal Customer Satisfaction

  • Ahn, Jong-Min
    • Korean Journal of Clinical Laboratory Science
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    • v.45 no.4
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    • pp.188-192
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    • 2013
  • This study was conducted to develop the strategy for more effective internal marketing and promoting internal customer satisfaction by grasping the level of internal marketing operations targeting employees within hospital and empirically analyzing the effect of internal marketing operations on internal customer satisfaction. The findings reveal that there is a significant correlation between factors for internal marketing components and internal customer satisfaction. The average factor score for internal customer satisfaction is 3.230 out of 5, which is a little higher than normal levels. Counting down the five factors is as follows: internal communication, education and training, delegation of authority, welfare, compensation system, with compensation system shown as the lowest level and internal communication as the highest level. In addition, the result of multiple regression analysis conducted to inspect the effect of factors for internal marketing components on internal customer satisfaction indicates that among 5 factors, delegation of authority, education and training, and welfare have positive influences on internal customer satisfaction; whereas, compensation system has little effect on it.

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