• Title, Summary, Keyword: Relational benefit

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Effects of Perceived Relational Benefits on Customer Satisfaction of CRM at Department Store (백화점 CRM에 의한 관계혜택지각이 고객만족에 미치는 영향)

  • Park, Sun-Hee;Park, Hye-Sun
    • Journal of the Korean Society of Clothing and Textiles
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    • v.33 no.5
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    • pp.793-803
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    • 2009
  • The purposes of this study were to investigate the factors CRM at department store and customer's perceived relational benefits and to analyze the effects of CRM on relational benefits and satisfaction. The data were collected from 760 people aged from 20 to 69 who were shopping in department stores. The data were analyzed with descriptive statistics, factorial analysis, multiple regression analysis, and Cronbach' ${\alpha}$, using the SPSS 12.0. The results were as follows. 1) CRM activities were classified into 5 factors: 'discount-related information', 'communication', 'management after purchase', 'service', and 'differentiate management'. 2) Perceived relational benefits were classified into 4 factors: 'informational benefit', 'psychological benefit', 'convenience benefit', and 'economic benefit'. 3) Perceived relational benefits were affected by 'communication', 'management after purchase', 'service', and 'discount-related information'. And 4) customer satisfaction was affected directly by 'psychological benefit', 'convenience benefit', 'service', and 'discount-related information'.

Customer Loyalty and Perception Differences in Relational Benefit: Focusing on Restaurant Industries (외식고객의 충성도 분류에 따른 관계편익 지각 차이에 대한 연구)

  • Kim, Hyungmin;Yoon, Jiyoung
    • Culinary science and hospitality research
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    • v.24 no.1
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    • pp.50-62
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    • 2018
  • The purpose of this study was to overview the meaning of customer loyalty to segment customers based on their loyalty and to analyze the difference of loyal customers' perception of relational benefits in the restaurant industries. A self-administered questionnaire was distributed to 500 adults with dining experience at restaurants. Participants were given a brief description of loyalty and were made to choose a specific restaurant they felt loyal to and one with no loyalty. Attitudinal and behavioral loyalty were used in cluster analysis resulting 4 cluster groups. Each group was named true, spurious, latent, and low loyalty. After the groups were separated, ANOVA was used to see if the score of perceived relational benefit showed difference. All four relational benefit including social, psychological, economic, and customization benefit showed significant difference(p<.001). True loyal customers perceived relational benefit as the highest while low loyal customers showed the lowest. For latent and spurious loyal customers, it was found that latent loyal customers showed higher perception than spurious customers.

The Influence of Perceived Relational Benefits on Relational Commitment and Customer Loyalty in Internet Clothing Purchase (인터넷 의류구매에서의 관계혜택지각이 관계몰입과 충성도에 미치는 영향)

  • Ji, Hye-Kyung;Kim, Yong-Ju;Son, Mi-Young
    • Journal of the Korean Society of Clothing and Textiles
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    • v.32 no.12
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    • pp.1927-1938
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    • 2008
  • Companies can build a close relationship by providing benefits that consumers want. As long relationships between consumer and company are stressed these days, it is very important for the growth and development of companies to assess what benefits consumers perceive and how they reflect them to their buying behaviors. Thus, this study aims to examine the relational benefits that consumers perceive in internet clothing purchase and how these perceived relational benefits affects relational commitment and customer loyalty. This study surveyed 343 male and female in their 20s and 30s for empirical analysis who have ever purchased clothing through internet shopping malls. Descriptive statistics, factor analysis, ANOVA analysis, Duncan test, and ${\chi}^2$-test are carried out using SPSS for Windows 12.0 for statistical analysis. The results are as follows. First, the dimensions of relational benefits perceived by consumers in internet clothing purchase are found 6 including customization, economic, psychological, social, shopping convenience, and informational. Second, consumers' perception of relational benefits significantly affect on relational commitment and loyalty, thus consumers with greater recognition of relational benefits have higher relational commitment and loyalty. Third, based on the dimensions of consumer's perceived relational benefit, consumers are categorized into 6 types: group perceiving social benefit, group perceiving economic/shopping convenience benefit, group perceiving shopping convenience benefit, group perceiving customization benefit, group perceiving informational benefit, and group perceiving psychological benefit. The group perceiving customization benefits have higher relational commitment and loyalty than the others. It is expected that this study will help internet companies establish customer relationship management strategies, which are needed to promote relationships with customers and to enhance customers' loyalty to internet shopping malls.

An Effect of Servicescape and Relational Benefits on Customer Value - Focusing on Beauty Salon - (뷰티샵의 서비스 스케이프와 관계혜택이 고객가치에 미치는 영향에 관한 연구)

  • Heo, Kyoung;Oh, Hee-Sun;Suh, Yong-Han
    • Journal of the Korean Society of Fashion and Beauty
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    • v.2 no.2
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    • pp.23-33
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    • 2004
  • As we continue to enjoy economic growth, there is an abundance of disposable income for consumer to spend. Consumers are spending more and more of these income in beauty service. However, relatively little is known about which factors influence consumer' behavior intentions in this area. The purpose of this study is to investigate the relationships between the servicescape and relational benefits on customer value in beauty salon area. The Results are summarized as follows First, as the results of data analysis, among the composition factor of servicescape, spatiality, comfortableness, cleanness and convenience are shown to give positive effect on customer value. Second, among the composition factor of relational benefits, economic honest, functional benefit, private benefit, social benefit and psychological benefit are found to have a positive relationship with customer value.

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A Study on User's Voluntary Behavior in Company Social Networks(CSN) (기업의 관계적 성과로서 기업소셜네트워크 이용자의 자발행동에 관한 연구)

  • Kang, Inwon;Cho, Eunsun
    • Journal of Information Technology Services
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    • v.13 no.2
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    • pp.35-53
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    • 2014
  • Company Social Networks (CSN) has emerged as a commonly used marketing channel. One of the most important advantages in CSN is the user's voluntary behavior as a relational performance. We classified level of voluntary behavior, as 'consumption', 'active participation', and 'creative contribution' to comprehend different relational performance of CSN. Moreover, we proposed research model to compare positive attitude and negative attitude. This study aims to investigate 'the process of user's voluntary behavior in CSN' which is causal relationship between benefits of CSN, user's attitude and voluntary behavior. Empirical results with 175 valid questionnaire data revealed that CSN benefit factors played a significant role in trust and distrust. Based on these effects, trust and distrust have different influences as level of voluntary behavior, just as proposed. For practitioners, it is crucial finding that users are more active behavior based on strong trust.

The Analysis of the Quality Impact of Airline SNS from the Viewpoint of System and Information (시스템 및 정보서비스 관점에서 항공사 소셜네트워크 서비스의 품질영향분석)

  • Park, Hyun-Jee;Kim, Jung-In;Kim, Young-Ha
    • Journal of the Korea Institute of Information and Communication Engineering
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    • v.16 no.10
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    • pp.2309-2315
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    • 2012
  • The objective of this research is to suggest how to keep the continuous customers and how to build business model and marketing strategy. In detail, this research aims to closely examine the relationship among SNS quality(service quality, information quality, system quality) for airline customers, relational benefit(social benefits, psychological benefit, customization benefit, economic benefit) and customer satisfaction. As a result, if SNS quality is getting better, relational benefit better is higher. Specifically service information quality is more impactive to relational benefit than system quality. The effect of psychological customization benefits from SNS quality is the strongest to customer satisfaction of all factors. To conclude, the results of this research can be the guideline when designing marketing strategies for airline customers and for traditional tourism customers who use SNS.

The Effect Factors on the Purchase Intension of Smart Car as of High Innovative Technology and Product; Consumer's Individual Attributes, Perceived Benefit and Switching Cost

  • Ahn, Yeon S.
    • Journal of the Korea Society of Computer and Information
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    • v.21 no.9
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    • pp.113-119
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    • 2016
  • In this paper, a research model is proved empirically which includes factors related on the purchase intention of smart car as high innovative product in advance of commercialization. As one of relating to consumer's expectation benefit factors, individual attribute factor includes product knowledge, individual innovativeness, and sociality. Consumer's expectation benefit factor includes perceived ease-of-use, usefulness, and enjoyment. As of switching cost variables, there are financial, uncertainty, relational and psychological switching costs factors. Analysis were performed using data from the 257 respondents as random sampling among potential consumers. Purchase intention were affected by individual innovativeness mediated by perceived enjoyment, and individual sociality by perceived ease-of-use and enjoyment also. Relational switching costs factor was only a significant control variable between purchase intention with consumer's expectation benefit factor. This result presents some implications for making the new smart car's detail concept and marketing strategy related to targeting the consumer as high innovative product and technology firms including smart car makers.

The Effects of Perceived Relational Benefits on Repurchase Intention and Word of Mouth Intention in the Social Commerce Marketplace: Mediating Effect of Satisfaction and Difference in Market Mavenism (소셜커머스 시장에서 지각된 관계혜택이 재구매의도와 구전의도에 미치는 영향: 만족의 매개효과 및 시장 전문성 차이)

  • Sung, Heewon;Kim, Eun Young
    • Journal of Fashion Business
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    • v.21 no.2
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    • pp.30-44
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    • 2017
  • The purposes of this study were to (a) identify dimensions of relational benefits in the social commerce market, (b) predict the effects of relational benefits on satisfaction, repurchase intention, and word of mouth (WOM) intention, (c) examine the mediating effects of satisfaction, and (d) compare the differences in the effects of relational benefits on satisfaction, repurchase intention, and WOM intention between the two groups of market mavenism. For collecting data, a self-administered questionnaire was undertaken by an online research agency. A total of 490 usable responses were obtained from consumers who have used social commerce sites. The sample included a slightly higher number of females (50.8%) than males and age was ranged from 20 years to 40 years. An exploratory factor analysis generated four factors of relational benefits such as confidence, convenience, special treatment, and information. Multiple regression models showed that confidence, convenience, and special treatment benefits were significant predictors of satisfaction and repurchase intention; the confidence and convenience benefits were significant for WOM intention. Satisfaction significantly mediated the relationship between relational benefits and repurchase intention, and the relationship between relational benefits and WOM intention. The group with high level of market mavenism more highly perceived the relational benefits than the other groups. Confidence benefit had a significant effect on repurchase intention regardless of the level of market mavenism, while convenience benefit had a significant effect on repurchase intention in the non-market maven group. This study discussed the managerial implications for customer relationship management in the social commerce marketplace.

The Effects of Relational Benefits Between Fashion Retail Stores and Customers on Relationship Quality and Customer Satisfaction (패션점포와 고객간의 관계효익이 관계의 질과 고객만족에 미치는 영향)

  • 주성래;정명선
    • Journal of the Korean Society of Clothing and Textiles
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    • v.26 no.7
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    • pp.1043-1054
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    • 2002
  • The purposes of this study were to empirically examine the effect of relational benefits and relationship quality in the core variables of relationship marketing on customer satisfaction, to investigate the causal relationships among these variables. The questionnaires was administered to 417 women shopped in a fashion retail store in Gwang-ju city during January 14-18, 2002. For analysis of data, frequency, factor analysis, regression analysis, and path analysis were applied. The results were as follows: 1. The customers' perceived relational benefits were categorized as follow: 1) special treatment,2) social, and 3) psychological benefits. Relationship quality was categorized into two factors: trust and commitment 2. The relational benefits significantly influenced customer satisfaction. 3. The relational benefits significantly influenced relationship quality. 4. The relationship quality significantly influenced customer satisfaction. 5. The relational benefits had both direct and indirect effects on customer satisfaction mediated by relationship quality. The results indicated that causal relationship was existed among these three variables.

The Relationship between Relational Benefits and Library Trust & Perceptions of Public Libraries (공공 도서관의 관계혜택과 도서관 신뢰 및 인식간의 관계 연구)

  • Park, Seohyun;Kim, Giyeong
    • Journal of the Korean Society for information Management
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    • v.34 no.2
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    • pp.115-135
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    • 2017
  • Many for-profit and not-for-profit organizations' service provider can affect customers' perceptions of the organization based on the relationship between the customers and the organizations. This study aims to identify the relational benefits in libraries, and analyze the relationship between relational benefits and library trust and perception using a questionnaire. As a result, public library customers realize relational benefits with librarians. And these relational benefits affect library trust and perception. This study is meaningful in that it focuses on the relationships in libraries for the first time, which can contribute to the positive perceptions of customer-librarian relations.