Journal of Korean Society of Industrial and Systems Engineering (산업경영시스템학회지)

Society of Korea Industrial and System Engineering (한국산업경영시스템학회)
권호 표지

A Study of Factors Influencing Customer Satisfaction and Loyalty of MP3-Player

MP3-Player 고객 만족 및 충성에 미치는 요인에 관한 연구

  • Kim, Sang-Hyun (School of Business Administration, Kyungpook National University) ;
  • Kim, Tae-Hoon (School of Business Administration, Kyungpook National University) ;
  • Kim, Pan-Soo (School of Business Administration, Kyungpook National University)
  • Published : 2007.06.30
Download PDF
⟨ Previous Next ⟩

Abstract

By the early 20 century, "workman" introduced by SONY was the leading portable analog sounder. However, at the same century, workman was pushed out from the portable sounder by iRiver developed by MPMAN.COM. This portable digital sounder is called MP3-Player (MP3P), and has become the most popular portable digital sounder in the current market. This study combined two customer satisfaction models, mobile internet customer satisfaction model (Yu, 2002), and portable communication customer satisfaction model (Bae, 2003), in order to empirically test consumption of MP3P and its satisfaction. The proposed model tested four constructs, company's image, product price, product design and product function, influencing customer satisfaction, which leads to affect customer loyalty. 267 survey responses were analyzed by using structural equation modeling (SEM). The results show that all constructs had significant impact. This study suggests a good understanding of consumer satisfaction and loyalty of MP3P and the future direction of MP3P research regarding to consumer satisfaction.

Keywords

References

  1. 김유라; '고객만족이 고객애호도에 미치는 영향에 관한 연구', 석사학위논문, 연세대학교, 2005
  2. 박천교; 'MP3 플래이어 국내외 시장동향', 정보통신연구진흥원, 2003
  3. 배준성; '구조방정식을 이용한 이동통신 단말기의 고객 만족 평가요인간 인과관계 모형', 석사학위논문, 홍익대학교, 2003
  4. 백인기; '고객만족도 평가를 위한 품질특성 평가프로세스에 관한 연구', 박사학위논문, 홍익대학교, 2002
  5. 채서일; '사회과학 조사방법론', 2판, 학현사, 2001
  6. 유채홍; 'MP3 플레이어 디자인과 소비자 구매력에 관한 연구', 석사학위논문, 중앙대학교, 2005
  7. 유창민; '구조방정식을 이용한 모바일 인터넷의 고객만족 요인에 관한 연구', 석사학위논문, 홍익대학교, 2002
  8. 이유재; '고객만족경영의 개념과 실천에 관한 연구', 경영저널, 1(1) : 153-172, 2000
  9. 한성호; '제품 디자인의 감성만족도 평가 및 예측모델 개발', 대한인간공학회지, 20(10) : 87-113, 2001
  10. Bentler, P. M.; 'Comparative Fit Indexes in Structural Models,' Psychological Bulletin, 107 : 238-246, 1990 https://doi.org/10.1037/0033-2909.107.2.238
  11. Blackwell, R. D. and Engel, J. F.; Consumer Behavior, 4th Edition, CBS College Publishing, Chicago, 1982
  12. Carmines, E. and McIver, J.; 'Analyzing Models with Unobserved Variables,' In Bohrnstedt, G. W. and Borgatta, E. F. (Ed.), Social Measurement: Current Issues, Beverly Hills, Sage, CA, pp. 65-115, 1981
  13. Chin, W.; 'The Partial Least Squares Approach for Structural Equation Modeling,' In Marcoulides, G. A. (Ed.), Modern Methods for Business Research, Lawrence Erlbaum Associates, Hillsdale, NJ, 1998
  14. Garvin, D. A.; 'Computing on the Eight Dimensions of Quality,' Harvard Business Review, 65(6) : 101-109, 1987
  15. Garbing, D. W., and Anderson, J. C.; 'An Update Paradigm for Scale Development Incorporating Unidimensionality and Its Assessment,' Journal of Marketing Research, 25 : 186-192, 1988 https://doi.org/10.2307/3172650
  16. Hartwick, J. and Barki, H.; 'Explaining the Role of User Participation in Information System Use,' Management Science, 40 : 440-465, 1994 https://doi.org/10.1287/mnsc.40.4.440
  17. Hunt, H. K.; 'CS/D - Overview and Future Research Direction, in Conceptualization and Measurement of Consumer Satisfaction and Dissatisfaction,' Hund, H. K. (Ed), Marketing Science Institute, Cambridge MA, pp. 455-488, 1977
  18. Iwasaki, Y.; 'Examining Rival Models of Leisure Coping Mechanisms,' Leisure Sciences, 25 : 183-206, 2003 https://doi.org/10.1080/01490400306560
  19. Oliver, R. L.; 'A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions,' Journal of Marketing Research, 17(4) : 460-469, 1980 https://doi.org/10.2307/3150499
  20. Tse, D. K. and Wilton, P. C.; 'Models of Consumer Satisfaction : An Extension,' Journal of Marketing Research, 25(2) : 204-212, 1988 https://doi.org/10.2307/3172652