• Title, Summary, Keyword: Word of Mouth Intention

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The Effect of Medical Service Quality and Hospital's Reputation on Customer Satisfaction, Repurchase Intention, and Negative Word of Mouth as to Disease Severity (질병의 중증도에 따른 의료서비스 품질과 병원의 명성이 고객만족과 재구매의도, 그리고 부정적 구전에 미치는 영향)

  • Yoo, Dong-Keun;Suh, Seung-Won
    • Korea Journal of Hospital Management
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    • v.14 no.4
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    • pp.25-51
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    • 2009
  • This model was empirically developed to test the effect of medical service quality and hospital's reputation on customer satisfaction, repurchase intention, and negative word of mouth as to disease severity. The model was tested in the context of the hospital industry. The findings are as follows. First, medical service provider's functional quality and technical service quality have significant effect on customer satisfaction. Second, hospital's reputation has positive(+) effect on customer satisfaction and significant negative effect on negative word of mouth. Third, customer satisfaction with medical service quality has significantly positive effect on customer's repurchase intention and has negative(-) effect on customer's negative word of mouth. Furthermore, customer's negative word of mouth has negative effect on their repurchase intention. Fourth, as to different disease severity, medical service quality and hospital's reputation have different effect on customer satisfaction, repurchase intention, and negative word of mouth. When patients get slightly ill, functional service quality and technical service quality have direct influence on customer satisfaction which has positive influence on repurchase intention and negative influence on negative word of mouth. Finally, negative word of mouth has negative effect on customer's repurchase intention. However, while hospital's reputation doesn't have effect on customer satisfaction, the reputation has significantly negative effect on negative word of mouth. When patients get seriously ill, only functional service quality has positive effect on customer satisfaction which influences on customer's repurchase intention and negatively influences on negative word of mouth. On the contrary, negative word of mouth doesn't influence on customer's repurchase intention as patients want to treat serious diseases in the large general hospitals even though negative word of mouth is known to them.

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Relationship among Restaurant Owner's SNS Marketing, Trust, Purchase Intention, and Word of Mouth Intention

  • KIM, Hye-Sook;CHOI, Young-Sim;SHIN, Choung-Seob
    • The Journal of Distribution Science
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    • v.17 no.7
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    • pp.27-38
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    • 2019
  • Purpose - This study analyzes effects of word of mouth intention of restaurant product via SNS on trust of products, purchase intention, and word of mouth intention targeting restaurant customers. Research design, data, and methodology - Targeting restaurant customers, 500 surveys were distributed in restaurants located in Seoul (where restaurants are clustered, such as Myeongdong, Dongdaemoon Station Shopping Center, and Sadangdong) between July 1st, 2016 and July 30th, 2016. Among those, 490 were collected, and 478 were used for analysis excluding those with no answer or insincere answers. Results - SNS word of mouth information characteristics had significant effects on trust of restaurant product in the order of vividness, neutrality, and timing. Trust on restaurant product has significant effect on perceived risks (-) and perceived benefits (+) by SNS. While perceived benefits of restaurant product on SNS has effect on purchase intention, perceived risks of restaurant product on SNS does not affect purchase intention. Perceived benefits of restaurant product on SNS has significant effect on word of mouth intention, whereas perceived risks of restaurant product on SNS does not have significant effect on word of mouth intention. Conclusions - As marketing through SNS can bring about a huge reduction effect in terms of marking cost, it can be utilized as an effective promotion by not only large restaurant corporations, but also small restaurants.

Influence that Heuristic Type has on Word of Mouth and Behavioral Intention in Mobile Game - Word of Mouth as a Mediator - (모바일 게임에서 휴리스틱 유형이 구전속성 및 행동의도에 미치는 영향 - 구전속성을 매개변인으로 -)

  • Kim, Jong-Moo
    • Journal of Digital Convergence
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    • v.16 no.8
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    • pp.269-278
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    • 2018
  • This study analyzed the outcome of 120 persons who used mobile game in order to investigate the influence that heuristic type which affects users' selection has on word of mouth, the influence that word of mouth has on users' behavioral intention and whether word of mouth will play the role of mediation between heuristic type and behavioral intention or not. First, heuristic(representatives, adjustment) type is found to have positive(+) influence on word of mouth (favorableness, reliance, persuasiveness). Second, while reliance word of mouth is found to have significant influence on behavioral intention, favorableness, persuasiveness and word of mouth is not found to have significant influence on behavioral intention. Third, heuristic (representative, adjustment) type is found to have significant influence on behavioral intention. Fourth, only reliance, word of mouth is found to play the role of mediation in the role of heuristic type and behavioral intention. The outcome of this study will help to understand users' behavioral intention selecting game in mobile game market.

The Effect of Shopping Value on Fashion Shopping Satisfaction and Future Behavioral Intention in Fashion Social Commerce (패션 소셜커머스에서 쇼핑가치가 패션쇼핑 만족 및 미래 행동의도에 미치는 영향)

  • Yang, Heesoon;Choi, Eun Jung
    • Journal of the Korean Society of Clothing and Textiles
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    • v.38 no.3
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    • pp.293-304
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    • 2014
  • This study investigated the effect of consumers' shopping value in social commerce on consumers' fashion shopping satisfaction and future behavioral intention. Respondents were limited to consumers aged 20 to 39 who had recently purchased fashion products through social commerce over the last month. The final analysis used 318 samples. Descriptive statistics, Cronbach's alpha, confirmatory factor analysis, and structural equation model were conducted. The results are as follows. First, hedonic and utilitarian shopping value significantly influenced consumers' fashion shopping satisfaction in social commerce. Hedonic shopping value was more strongly related to fashion shopping satisfaction. Second, fashion shopping satisfaction in social commerce had an effect on behavioral intention and SNS word-of-mouth. Behavioral intention consisted of repurchase intention and recommend intention. SNS word-of-mouth intention represented word-of-mouth intention using SNS such as Facebook and Twitter. When consumers were satisfied with their shopping experience, they were willing to have re-patronage intentions and SNS word-of-mouth intention. The results suggested that social commerce should try to raise consumers' fashion shopping satisfaction in social commerce and offer a pleasant experience. Also, social commerce should try to be connected to SNS such as Facebook and Twitter to increase word-of-mouth intention.

The Effect of Awareness of DM in Beauty art on Satisfaction and Intention of Word-of-Mouth - On Women in Their Twenties to Forties - (미용서비스업 DM의 인식이 만족도와 구전의도에 미치는 영향 - 20~40대 여성을 대상으로 -)

  • Park, Eun-Jun;Kim, Sung-Nam
    • Fashion & Textile Research Journal
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    • v.9 no.4
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    • pp.431-440
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    • 2007
  • The study of the awareness on DM, the degree of satisfaction, and intention of word-of-mouth has found that when the confidence factor is stressed, intention of word-of-mouth is seen to rise, and when the perception factor is placed emphasis on, intention of word-of-mouth is also seen to be on the rise. The 790 questionnaires collected were analyzed by frequency, factor analysis, confidence degree, and regression analysis. This means that the higher the degree of satisfaction by means of the recognition, attention, trust of DM advertisement, the relationship reenforcement of DM advertisement and transmission of information is, the higher intention of word-of-mouth is. Beauty art business is characteristic of visits being connected with sales. The awareness has an effect on the degree satisfaction, and it affects intention of word-of-mouth. Therefore, it is thought that Beauty art business requires systematic, analytic and unique DM advertisement.

The Effects of Perceived Medical Service Quality on Word-of-Mouth Intention (지각된 의료서비스 품질이 구전의도에 미치는 영향)

  • Kim, Jung-Hee;Park, Chun-Man
    • The Korean Journal of Health Service Management
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    • v.10 no.4
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    • pp.75-86
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    • 2016
  • Objectives : This study empirically verified the effects of service provided by medical service providers on customer satisfaction and favorable word-of-mouth intention. Moreover, it measured the mediation effects of customer satisfaction in the relationship between medical service quality factors and favorable word-of-mouth intention and proposed implications in terms of marketing. Methods : The research hypothesis was verified with a structural equation, and the Sobel test was used to analyze of customer satisfaction in the relationship between medical service quality factors and word-of-mouth intention. Results : From the hypothesis verification results, physical and human factors among the quality factors of medical service affected customer satisfaction.Additionally,customer satisfaction interacted as a factor influencing favorable word-of-mouth intention. Conclusions : Medical service providers should work to enhance the satisfaction of customers in terms of human and physical factors by providing quality medical service that is different from other providers and by improving the quality of medical service and the environment which could lead to effective word-of-mouth intention.

Satisfaction, Reliability, and Word-of-Mouth Intention for Online Information According to Cosmetic Consumer Information Search Types

  • Shin, Saeyoung
    • Journal of Fashion Business
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    • v.23 no.6
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    • pp.49-63
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    • 2019
  • The purpose of this study was to determine the satisfaction, trust and word-of-mouth intention of online information according to the type of information search by female cosmetics consumers in their 20's to 40's. For this study, online and offline surveys were conducted by 307 people. Factor, correlation, and multiple regression analysis were used to analyze the data. The main results are summarized as follows. First, the cosmetic consumer's information search types were identified as active, playful, and economic information search types. Second, the results of examinations on the effect of consumer information search types on satisfaction, reliability, and word-of-mouth intention of the online information searches showed that the active information search type had a positive effect on satisfaction, reliability, and word-of-mouth intention. The economic information search type had a positive effect on satisfaction. The active information search type was confirmed to have high satisfaction, reliability, and word-of-mouth intention for the provided information and thus, the acceptance of the provided information was high. The playful information search type was divided into continuous, habitual, and independent information search and a tendency to assign a low value to consumer information was confirmed. The economic information search type showed high satisfaction with the information obtained by searching, but also a passive attitude toward trust or word-of-mouth intention and was categorized as a passive search type. Online information search is a communication channel with a great influence that can provide various benefits to cosmetic consumers.

The Effects of Word-of-Mouth Information on Visiting Intention of Hairshop Customers (헤어샵 이용 소비자의 구전정보가 방문의도에 미치는 영향)

  • Hwang, Yeon-Soon;Ku, Yang-Suk
    • Fashion & Textile Research Journal
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    • v.7 no.2
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    • pp.218-224
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    • 2005
  • The purpose of this study was to investigate the infiluence of positive and negative word-of-mouth informations on visiting intention of hairshop customers. Data were collected from 342 adult females and analyzed by using frequencies, factor analysis and regression utilizing SPSS/PC+. The results showed that positive word-of-mouth informations such as shop employees' skill/attitudes, physical benefit, comfortable facilities, time saving/consistent service, kindness and rational price had influence on the visiting intention of hairshop customers. The negative word-of-mouth informations that consumers had experienced using hairshop were categorized as untrustworthy face-to-face customer management, non-customer service oriented mind, and unskilled employees/inefficient hairshop environment. The negative word-of-mouth informations had no effect on the visiting intention.

Effects of Visible and Invisible Factors and Buying Impulse Intention upon Store Loyalty: Focused on Physical Evidence and Word-of-Mouth of Discount Store

  • Yang, Hoe-Chang;Ahn, Ho-Keun;Lee, Young-Chul
    • The Journal of Distribution Science
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    • v.11 no.11
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    • pp.57-61
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    • 2013
  • Purpose - This study aimed to understand the influence of visible factors directly shown to and experienced by consumers such as physical evidence, and invisible factors obtained through acquaintances or other experienced consumers such as word-of-mouth, in the discount stores' marketing communication on impulse buying intention and store loyalty. Research Design, Data, and Methodology - This study examined the effect of factors in discount stores' marketing communication, for instance, physical evidence, word-of-mouth, and buying impulse intention. The questionnaire survey resulted in 68 completed questionnaires. Results - Physical evidence and word-of-mouth have a statistically significant positive effect on store loyalty. The results of regression analysis regarding whether visible or invisible factors have more impact showed that word-of-mouth has a statistically significant positive effect on store loyalty. With regard to impulse buying intention, only word-of-mouth was statistically significant. Conclusion These results suggested that visible and invisible factors that appeal to customers are very important. In particular, the results suggested that stores should create invisible factors (e.g., positive word-of-mouth) for their customers.

Factors Affecting Mother's Satisfaction, Word-of-mouth, and Repurchase Intention for the Complete Collection and Monography Picture Books (유아용 단행본과 전집 그림책에 대한 어머니의 만족도, 구전의도 및 재구매의도에 영향을 미치는 요인)

  • Choi, Naya;Kim, Se Young
    • Journal of Korean Home Management Association
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    • v.34 no.3
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    • pp.95-111
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    • 2016
  • The purpose of this study was to compare the factors affecting mother's satisfaction, word-of-mouth, and repurchase intention for the complete collection and monography picture books. Questionnaires from 323 5-year-olds' mothers in Seoul and Kyunggi province were analysed. The findings are as follows. Firstly, mother's product involvement and dual readership, and child's preference for picture books were common effective factors to improve mother's satisfaction, word-of-mouth, and repurchase intention. Secondly, reflection of child's opinions explained mother's satisfaction, word-of-mouth, and repurchase intention only for the monography, not for the complete collection. Thirdly, mother's product involvement had a direct effect on the repurchase intention of monography, while mother's subjective knowledge was more important for the repurchase intention of the complete collection.