• Title, Summary, Keyword: Customer Satisfaction

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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.

The Impact of Customer Value and Internet Shopping Mall on Customer Satisfaction and Customer Loyalty

  • Sun, Han-Gil
    • Journal of Information Management
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    • v.40 no.1
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    • pp.183-197
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    • 2009
  • With development of the internet, internet shopping is taking its place as one of digitalization industries transcending time and space beyond the scope of commercial activities as the means of goods sales and purchase. We studied about the relations of customer value, environment of internet shopping mall, customer satisfaction and loyalty. Customer value is customers' subjective evaluation, which is formed after their purchasing and consuming. Customer satisfaction can be characterized as post-purchase evaluation of product quality given pre-purchase expectations. Customer loyalty is a potentiality or ensure of durative relationship between customer and enterprises. Customer satisfaction functions as an antecedent of customer loyalty, while customer value does customer satisfaction. It prevents customer churn and consolidates retention, thereby constituting an important cause of customer loyalty. This study shows that customer value, environment of internet shopping mall and customer satisfaction are each found to have a direct effect on customer loyalty. The results provide empirical support for relation between customer satisfaction and loyalty. To increase customer satisfaction and customer loyalty in internet shopping mall is the primary purpose of this study. We believe that only high quality based customer programs accompanied by well designed loyalty programs can be effective in increasing customer retention.

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.

The Effect of Mobile Customer Center's Quality Factors on Customer Satisfaction, Trust and Loyalty (모바일 고객센터 품질요인이 고객 만족과 신뢰 그리고 고객충성도에 미치는 영향)

  • Kim, Chang-Soo;Lee, In-Seok;Ryu, Hei-In;Lee, Sung-Ho
    • Journal of Information Technology Services
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    • v.9 no.3
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    • pp.1-23
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    • 2010
  • The mobile customer center is one of major customer service channels to gain company's competitive advantage, to establish new correlations between customers and service value, and to respond quickly to customer needs. This study attempted to investigate the effect of mobile customer center's quality on customer satisfaction, trust, and loyalty. For this purpose, we divided quality factors of mobile customer center into mobile service quality and content quality, and then empirically analyzed their impact on customer satisfaction, customer trust, and loyalty. The research result showed mobile service quality and content quality having significant association with customer satisfaction and trust. Moreover, customer satisfaction and trust were closely related to customer loyalty. However, there was no significant difference in the factors affecting customer satisfaction and trust according to the levels of personal innovativeness. It is hoped that this study provides academic foundations for further research on mobile customer center and serves as a useful guideline for operating customer service channels successfully.

Correlations between Customer Satisfaction and Loyalty in Patients Using Comprehensive Nursing Care Medical Service (국가 간호·간병통합서비스에 대한 의료서비스 고객만족도와 충성도의 상관관계)

  • Jang, Bok-Sun;Chun, Na-Mi
    • Journal of the Korea Management Engineers Society
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    • v.22 no.3
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    • pp.83-93
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    • 2017
  • The purpose of study was to identify correlations between customer satisfaction and loyalty in health care service focused on the comprehensive nursing care medical service. 152 subjects who were admitted in the comprehensive inpatient nursing care unit answered the questionnaire on customer expectation, satisfaction and loyalty. Customer expectation were 3.88 and satisfaction were 4.11 on the 5-point likert scale. Discrepancies were noted between customer expectation and satisfaction. The highest discrepancies between customer expectation and satisfaction were service responsiveness with 3.86 points of expectation and 4.25 points of satisfaction. Customer loyalty showed 4.23 points on 5-point likert scale. Significant correlations were noted among customer satisfaction and all categories of loyalty, intention to reuse despite unfavorable hours, distance, cost to use and intention to recommend hospital. Results indicate that the comprehensive inpatient nursing care services were effective health care system on customer satisfaction and loyalty.

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.

The Influence of Quality of Physical Environment, Food and Service on Customer Trust, Customer Satisfaction, and Loyalty and Moderating Effect of Gender: an Empirical Study on Foreigners in South Korean Restaurant

  • Shin, Yong Ho;Yu, Liu
    • International Journal of Advanced Culture Technology
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    • v.8 no.3
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    • pp.172-185
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    • 2020
  • To explore the impact of restaurant service quality for foreigners in South Korea on customer satisfaction, customer trust, and loyalty from three dimensions: quality of physical environment, food quality, and service quality and the influence of perceived price on satisfaction and loyalty, a survey was conducted by collecting 202 valid questionnaires and Amos 23 was used to examine the relationships between variables. The results show that the quality of physical environment, food quality, and service quality have significant positive effects on customer trust, but only food quality has a significant effect on customer loyalty and all three have no significant effects on customer satisfaction. In addition, customer trust has a significant positive effect on customer satisfaction and customer loyalty, but the effect of customer satisfaction on loyalty has not been verified in this study. At the same time, perceived price has a significant positive effect on customer satisfaction, but no significant effect on customer loyalty. Then the study examined the moderating effect of gender by using the SEM multi-group analysis method, founding that there are no significant differences between male and female on the impact of the three dimensions of restaurant service quality on customer satisfaction, and no significant differences between male and female on the impact of perceived price on customer satisfaction and customer satisfaction on loyalty, meaning that gender's moderating effects are not valid. These conclusions of this study are useful for restaurant operators to improve the quality of the physical environment, food quality and service quality, effectively improve customer trust, and thus customer satisfaction and loyalty.

The Influence of Customer Satisfaction on Customer Loyalty and the Moderating Effect of Gender (항공서비스에 대한 고객만족이 거래지속의도에 미치는 영향에 있어서 성별의 역할)

  • Kim, Moon-Seop
    • Journal of Distribution Science
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    • v.14 no.10
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    • pp.73-79
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    • 2016
  • Purpose - Customer satisfaction has been considered important as a way to retain current customers. Specifically, the retention of current customers through customer satisfaction has been considered important in an industry where competition between companies is fierce. Major Korean airlines have confronted fierce competition with the growth of low cost carriers (LCCs). In order to survive, these airlines need to retain their customers. This research aims to investigate the relationships between customer satisfaction and the customer intention to remain loyal. Moreover, this study examines how the influence of customer satisfaction on customer loyalty is moderated by gender. Research design, data, and methodology - A regression model is developed in which customer satisfaction, gender, and an interaction of satisfaction and gender are predictors and the customer's intention to remain loyal is a dependent variable. To analyze this research model, data were collected from 402 university students taking a marketing class in universities in Seoul, Chung-Cheong province, and Kangwon province. After eliminating data from students who had never flown and data with missing values, a final sample of 201 was analyzed. The hypotheses were tested using SPSS 21.0. Internal reliability was supported by the results of Cronbach's α. Multiple regression was performed. Results - Empirical results showed that customer satisfaction toward the airline's service had a positive influence on the customer intention to remain loyal to the airlines. Moreover, this influence was moderated by gender. More specifically, a male customer's intention to remain loyal was more determined by his satisfaction toward airline service than a female customer's. Conclusions - This research contributes to the aviation service marketing literature by showing how customer satisfaction influences customer intention to remain loyal and how this influence is moderated by gender. More specifically, male customer loyalty is more determined by airline service satisfaction than female customers. These results have manager implications for major Korean airlines in terms of customer satisfaction and gender as ways to enhance customer retention.

An Integration of Kano's Model and Exit-Voice Theory : A Case Study

  • Lee, Yu-Cheng;Hu, Hsiu-Yuan;Yen, Tieh-Min;Tsai, Chih-Hung
    • International Journal of Quality Innovation
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    • v.10 no.2
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    • pp.109-126
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    • 2009
  • The purpose of this study was to examine overall customer satisfaction associated with medical service quality in Taiwan by integrated Kano's model and customer satisfaction index model. Another purpose was to confirmed nonlinear and asymmetric relationship of Customer Satisfaction and Quality Performance by the research outcome. By analyzing 1,100 patients or their family members, this study used the structural equation model (SEM) with AMOS software for data analysis. The results show that must-be attributes, one-dimensional attributes and attractive attributes had a direct effect on overall customer satisfaction, Surprisingly, overall customer satisfaction had positively influenced customer loyalty customer satisfaction had negatively influenced customer complaints. The study also found that customer complaints have direct effect on customer loyalty. Importantly, the study found out the must-be attributes, the attractive attributes and one-dimensional attributes increased, the level of overall customer satisfaction also increased. The customer satisfaction positively influences customer loyalty in medical service quality in Taiwan. The findings might reveal new insights for researchers dealing with quality of medical service and for hospital managers who devote resources exclusively to achieving highest possible levels of patient satisfaction.

The Role of Mediators, Salespeople's Job Satisfaction and Customer Satisfaction Between Market Orientation and Performance of Apparel Firms (의류업체의 시장지향성과 성과 간 판매원 만족과 고객만족의 매개적 역할)

  • 최선형
    • Journal of the Korean Society of Clothing and Textiles
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    • v.27 no.6
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    • pp.705-714
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    • 2003
  • Recent Studies have shown evidence of a positive relationship between market orientation and performance. However, some scholars have suggested that customer satisfaction, salespeople's job satisfaction, and product quality etc. could moderate this relationship. According to the increase of market oriented efforts of apparel firms and importance of the salespeople's role, this study focuses on the effect of market orientation on performance of apparel firms through the salespeople's job satisfaction and customer satisfaction. It is found that market orientation has a positive effect on the salespeople's job satisfaction and customer satisfaction. The salesperson's job satisfaction was found to influence on the performance through the customer satisfaction. The customer satisfaction has strong influence on the performance directly. Market orientation appears to provide a unifying focus for the efforts of salespeople within the organization, thereby leading to customer satisfaction and superior performance.