• Journal of Digital Convergence
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• v.12 no.3
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• pp.89-94
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• 2014

It empirically studied the effects of customer status, truth of messages, and involvement on loyalty when customer experience demotion in loyalty program. A scenario based 2(customer demotion: highest status customer/middle status customer) ${\times}$ 2(truth of messages: high/low) ${\times}$ 2(involvement: high/low) between-subjects factorial design experiments are conducted for the hypotheses. According to the result of ANCOVA, highest status customer's loyalty and middle status customer's loyalty decrease when they experience demotion. But middle status customer's loyalty less decreases than the highest status customer. Loyalty of the group who feel high truth of message less decreases than those of other groups. And loyalty of the low-involvement group's loyalty less decreases than those of other groups. Moreover it test three way interactions among customer status, truth of messages, and involvement. The result indicates that loyalty of the group who feel high truth of message and low-involvement less decreases than those of other groups.

• Journal of Service Research and Studies
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• v.7 no.2
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• pp.17-41
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• 2017

The purpose of this research is to investigate the factors that impact customer satisfaction and loyalty in mobile payment services. Specifically, this research (1) studies the influence of company reputation on customer satisfaction and loyalty, (2) examines service quality dimensions that increase customer satisfaction, and (3) assesses switching barriers as moderators in influencing customer loyalty. Findings of this empirical research reconfirm the point of view that company reputation, service quality, and switching barriers are crucial for customer satisfaction in mobile payment services. The research methodologies that were used to verify the hypothesis in this study included customized surveys and structural equation modeling. The results demonstrated that company reputation significantly affects customer satisfaction and loyalty. Additionally, the results indicated that only two of the five total service qualities, ease of use and the security/privacy qualities, have positive influences on customer satisfaction. Customer satisfaction has also proven to be a significant influence on loyalty. Lastly, the results showed that among the factors of switching barriers, the factors of lost performance costs, sunk costs, setup costs, the attractiveness of alternatives, and service recovery have moderating effects on the relationships between customer satisfaction and loyalty. Base on the results, this research recommends that firms aim at devising integrated strategies that make switching barriers act as complements to customer satisfaction.

• Journal of the Korea Convergence Society
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• v.10 no.2
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• pp.247-254
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• 2019

The purpose of this study was to examine the relationship among customer orientation, customer satisfaction, customer trust and loyalty of fitness center. The subjects were sport center customer and 250 data were collected and 237 of them were chosen as for final data analysis. Data processing was done for frequency analysis using SPSS 22.0, confirmatory factor analysis, correlation analysis and structural equation mode analysis using AMOS 22.0. Based on the above study method and procedures and the result are as follows. First, customer orientation had a positive effect on customer satisfaction. Second, customer orientation had a positive effect on customer trust. Third, customer satisfaction and customer trust had a positive effect on loyalty.

• The Korean Journal of Applied Statistics
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• v.27 no.2
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• pp.197-209
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• 2014

This paper analyzes the relationship of the selection attribute of golf course, the service quality, service value, customer loyalty and revisiting golf course, which is a customer loyalty and orally transmitted effect. The selection attribute of golf course such as convenience, cost, course condition and service has a significant effect on service quality, service value, customer satisfaction and customer loyalty. Service quality has a significant effect on service value, customer satisfaction and customer loyalty. It is estimated that customer satisfaction has a significant effect on customer loyalty.

• Knowledge Management Research
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• v.22 no.3
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• pp.55-73
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• 2021

The sharing economy is considered as a collaborative consumption which enables customers to share unused resources. This study investigated the key factors affecting consumer loyalty in the context of sharing accommodation. Emotions, perceived value and self-image consistency were posited as key antecedents of enhancing customer loyalty. Authentic experience, home amenities, and price fairness were also considered as Airbnb's selection attributes. Airbnb was selected a survey target because it is the largest company in the domain of shared accommodation market. The research model was analyzed for 294 Airbnb customer through structural equation models. Additionally, this paper examine Airbnb customers' experiences by topic modelling method posted on the Naver blog. Based on the understanding of the key factors affecting customer loyalty to sharing accommodation, the analysis results contribute to establish effective marketing and operation strategies by enhancing customer experience.

• The Journal of the Korea Contents Association
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• v.6 no.10
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• pp.99-106
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• 2006

In recent years, the market for mobile games has become the most important part in the mobile content industry. The purpose of this study are to identify a causality between flow and customer loyalty in mobile games and to identify the factors by which flow is influenced. Mobile game players were surveyed and the data were statistically analyzed empirically. Empirical results indicate that four independent variables such as game design, challenge, skill and feedback have impacts on the flow. And customer loyalty is significantly influenced by the flow. Based upon the statistical results, some useful guidelines for mobile game development and market penetration strategies are also provided.

• Journal of Distribution Science
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• v.4 no.1
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• pp.27-51
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• 2006

This study is to understand the existing relation-marketing based on a result that social-relationship in market can effect on customer's action with expanding the seller-purchaser relationship, and understanding purchaser-purchaser relationship in the community. The result of this study could be summarized as below: First, the customer-sales person friendly relationship effects respectively on customer satisfaction and loyalty. Second, friendly relationship of customers effects on customer satisfaction and loyalty. Third, customers' satisfaction and trust increases customers loyalty. Considering that they could cause others to re-buy, friendly word of mouth, recommendations, we should know improving customers loyalty about a company(department store) is very important. This study presents not only customers and sales clerks relationship but also developing customer-customer relationship is important as well. From the viewpoint, this study gives the following strategic tactics to companies. First, customer's relationship with sales clerk is not able to be built in a short time unlike discount or gifts. Second, relationship around customers effects on loyalty of the department store, over the relationship of simple customer-sales clerk. Finally, companies, to make a relationship like fabric, should escape a two-level channel, a company to a customer, then recognize a three-level channel, a company to a friendly customer to a neutral or a unfriendly customer. That means a business should use the positive to make the negative or the neutral change their behavior to it.

• Journal of Korea Society of Industrial Information Systems
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• v.15 no.4
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• pp.83-101
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• 2010

Competition in Internet open-market has become fiercer as much for its growth possibility in differentiating from the general commercial market. For this reason, internet open-market entrepreneurs should make effective strategy in improving customers' e-loyalty to survive in the highly competitive internet open-market as in off-line market and to aim for growth through constant profit making. To satisfy with the goal, this study has been performed as the empirical research that confirms to the influence and relationship of e-service quality affected on the perceived value, customer satisfaction and e-loyalty. This is based on the result that e-service quality affected on e-loyalty for internet open-market. The research results are shown as follows; first, all factors including the perceived value and customer satisfaction, except possibility of system use, have the effect of e-service quality. Second, the perceived value between measurements affects significantly on customer satisfaction. And third, the perceive value and the customer satisfaction are a1so meaningfully influential to e-loyalty. The result presents important point that entrepreneurs in Internet open-market need to do their best to maintain in making profits for the future by improving the customers' e-loyalty and securing customers with high loyalty via continually revealing new influential factors on e-service quality, perceived value, and customer satisfaction.

• Journal of Service Research and Studies
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• v.9 no.4
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• pp.81-95
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• 2019

The concept of customer satisfaction is very important issue in the service firms. All service firms should delight theirs customers? Which service contexts creating customer delight results in better positive performance? This study is to examine the moderating effect of service type on the customer delight-behavioral intention relationship. Data from consumers across two distinct service contexts (retail banks and upscale restaurants) were obtained. Using the multiple moderating regression analysis, the proposed hypotheses in this study were tested. The results reveal that customer delight had a greater positive impact on both revisit and referral intention in the hedonic service than the utilitarian service. This study suggests specific service contexts where customer delight strategies generate better desirable results. The customer delight strategy is able to be applied in both hedonic and utilitarian services, but it is more effective to lead customer loyalty in the hedonic service than utilitarian services. Service firms need a strategic approach to customer satisfaction strategies. This study provide strategic implications for service firms to efficiently manage and allocate resources, and can help them in making decisions about establishing and implementing customer satisfaction strategies.

• Management & Information Systems Review
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• v.12
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• pp.247-266
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• 2003

최근 인터넷 쇼핑몰에서 고객의 충성도에 관한 연구가 다양하게 이루어지고 있다. 또한 쇼핑몰 사용자의 경험적인 측면의 중요성이 제기되면서 많은 연구에서 이를 플로우란 개념으로 설명하고 있다. 본 연구는 인터넷 쇼핑몰에서의 최적 경험으로서의 플로우와 그 동안 인터넷 쇼핑몰 관련 연구에서 고객 충성도와의 긍정적 관계에 대해 논의가 있어온, 신뢰와 만족과의 관계를 공분산 구조 분석을 통해 경쟁 모델화 하여 비교함으로써 우수 모델을 도출하였다. 그 결과 플로우와 신뢰, 만족, 충성도간의 관계를 모두 고려한 포화모델이 우수한 모델로 도출되었다.