• Journal of Digital Convergence
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• v.16 no.7
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• pp.189-198
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• 2018

Automotive parts distribution industry focused on increasing sales by product quality until early 2010, but as competition has recently intensified, each company has become interested in core values such as customer satisfaction, trust and loyalty. Therefore, effect of customer-oriented service mindset should be analyzed for the relationship between service quality and customer satisfaction, trust, and loyalty in this industry. For this, a questionnaire survey was conducted for 342 distributors. Structural equation models were analyzed using AMOS 23.0. Empirical results show service quality has positive effects on customer loyalty, and customer satisfaction and trust mediate between service quality and customer loyalty. The service quality became a key factor to elicit customer satisfaction, trust and loyalty. Following studies, it is expected to enhance service quality focusing on extending region coverages.

• Journal of Korea Society of Industrial Information Systems
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• v.12 no.5
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• pp.146-162
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• 2007

The purpose of this study was to investigate the nature of relationship among service quality, customer satisfaction and e-loyalty in e-learning site. In order to achieve the study purpose, survey method was applied. As a result, it was revealed that service quality had significant effects on customer satisfaction in e-learning site. The influential factors of service quality on customer satisfaction included convenience of use, personalization, tangibles, responsiveness, and reliability in e-learning site. In addition, service quality had significant effects on e-loyalty as well.

• Journal of Korea Port Economic Association
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• v.28 no.1
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• pp.203-227
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• 2012

Based on the review of the existing studies, this study built the conceptual framework describing the structural relationships among port service quality dimensions(port internal service quality, external service quality, interaction quality), customer satisfaction, customer trust and customer loyalty. In specific, switching barrier was included as moderator in customer satisfaction and customer loyalty relationships. The subjects are the customers who use the Busan New Port. A survey using 317 customers was conducted, Confirmatory factor analysis was conducted to test the validity of the measurement model, and AMOS analysis approach was used to gain important insights into how customer retention in the port business can be ensured. Results in this paper indicate that customer trust and satisfaction are identified as antecedents of the port service quality dimensions. Customer satisfaction positively influences trust. Customer trust and satisfaction positively influence loyalty. Switching barrier positively moderates the relationship of customer satisfaction and customer loyalty. Finally, this study suggests that the implications of these findings and offers directions for future research.

• The Journal of the Korea Contents Association
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• v.14 no.9
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• pp.484-493
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• 2014

The purpose of this study is to investigate the effect of the brand equity on the guest satisfaction and the loyalty in buffet restaurant. To achieve the purpose, this study, firstly, identifies the brand equity of buffet restaurant guests. Secondly, to explore the factors of brand equity, guest satisfaction and loyalty. Thirdly, to research the effect of brand equity on guest satisfaction and loyalty. Fourthly, to research the effect of guest satisfaction on loyalty. Data were collected from individuals by face-to-face interview who visited the buffet restaurants located in the region of southern gyeonggi. The questionnaire was distributed of the 250 copies and used 221 in the analysis by using SPSS 18.0 and AMOS 18.0 programs. The results of this study were as followed that the brand equity of buffet restaurants had partially positive effect on the guest satisfaction, that the brand equity did not influence on the loyalty at all and that the guest satisfaction had a positive effect on the loyalty.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 1998.10a
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• pp.298-303
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• 1998

본 연구는 백화점에 대한 전체적인 고객만족에 관하여 기존 연구들을 확장하여 매장관련과 서비스 관련으로 구분하고 이에 지역적 특성을 고려한 향토성관련요인을 추가하여 이러한 특징들이 향토백화점, 지방백화점(부산 외 지역소재)간의 고객만족에 미치는 중요성과 차이를 밝히고 또한, 만족에 관한 결과 변수간의 구조적인 관계를 규명해 보고자 시행하였다. 연구결과, 도입된 매장관련과 서비스관련특성들이 전체적인(향토/지방) 고객만족평가에 긍정적 영향을 미쳤고, 이러한 고객만족은 결과변수인 재구매와 구전의사에 유의한 영향을 미치는 것으로 나타났다. 그러나 향토성관련요인은 향토백화점들과 타지방백화점들간의 차이는 보이고 있으나 이러한 차이들이 실제로 고객만족에 유의한 영향을 미치지는 못하는 것으로 밝혀졌다. 또한 향토백화점과 지방백화점을 구분하여 향토성관련요인을 분석한 결과 향토백화점인 경우 부정적인 영향을 미치는 것으로 나타났고, 지방백화점인 경우는 유의한 영향을 미치지 못하는 것으로 나타났다.

• Journal of Global Scholars of Marketing Science
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• v.11
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• pp.103-128
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• 2003

As the service market is increasingly competitive, internal marketing, marketing orientation, and customer satisfaction are becoming a crucial issue to the survival and growth of the service firms. This Study examined the structure modeling of internal marketing, market orientation, and customer satisfaction to verify the relationship among construct variables. Conslusively, the higher degree of internal marketing and market orientation, the higher degree of customer satisfaction. Specifically, The positive impact of internal marketing, customer orientation and competitor orientation on customer satisfaction is verified respectively. But, the impact of interfunctional coordination on customer satisfaction is rejected. The company is required to intensify interfunctional coordination in company operation process to boost sustainable competative advantage.

• The Journal of the Korea Contents Association
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• v.9 no.2
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• pp.410-422
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• 2009

The objectives of the study were to investigate the influence of exhibition service attributes on customers' satisfaction and behavior intention. A method of this study was a survey research. The samples selected were 430 exhibition visitors to KINTEX for 2007 Seoul Motor Show. According to the results of this study, first of all, there is a significant relationship between information service and customer's satisfaction. Second, there is a significant relationship between convenience service and customer's satisfaction. Third, there is a significant relationship between promotion service and visitor's satisfaction to exhibition. Forth, there is a significant relationship between Customer's satisfaction and revisit intention. Fifth, there is a significant relationship between visitor's satisfaction to exhibition and recommendation intention. The result of this study will be helpful for the exhibition industries, giving needs to establish the marketing strategies.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.10 no.12
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• pp.3782-3787
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• 2009

The purpose of this study is to service quality and customer satisfactory perception gap and service quality affect customer satisfactorily and this leads and there is the goal the fundamental data of resort marketing strategic establishment provides. As a result of factor analysis, customer quality was a difference to customer satisfactory recognition, the service quality was analyzed with the fact that affects customer satisfactorily. This study which sees with the scholastic questionable matter which analyzes the customer satisfaction of the resort market which had become maturity provided fundamental information a together for new marketing strategic establishment in the resort marketing person in charge.

• Journal of Digital Convergence
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• v.11 no.3
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• pp.255-262
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• 2013

Modern smart phone on the Determinants of Customer Satisfaction Analysis In this study, the future should be the basis for the development of products to meet customers' phone makers smart. Were the factors that affect the study design, size, and ease of use of the screen, a pandemic, the application of the five items on the customer satisfaction. Customer satisfaction to determine the difference between the factors in the manufacturers appeared to be factors in the design, size, ease-of-use of the screen, after-sales service, durability, pandemic, brand awareness, and application.

• Culinary science and hospitality research
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• v.22 no.5
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• pp.295-312
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• 2016

Thus purpose of this study is to examine the structural relationship among the LOHAS image of hotel restaurants, customer well-being menu preference, emotional responses, customer satisfaction, and customer loyalty. To test the hypotheses, a survey was conducted of luxury hotel customers in Busan and Seoul. Of the 400 questionnaires distributed 341 was used final analysis. For the hypotheses testing, frequency analysis, reliability and validity analyses SPSS was used while AMOS was employed to examine the relationship among the measured concepts. The results of testing are shown as follows: LOHAS image of hotel restaurants does have a positive effect on well-being propensity, as well as on customer emotional responses. The cooking function factor of well-being propensity results in a negative emotional responses, while the attractiveness factor of well-being propensity brings about a positive emotional responses. Emotional responses positively affect customer satisfaction, which then positively influences customer loyalty. The arising concept of LOHAS in the service industry can help to develop new menu items for LOHAS or well-being oriented customers. In particular, well-being menu propensity and emotional responses may become more important considerations in marketing strategy formation. This thesis provides a theoretical background of LOHAS image, well-being menu propensity, and emotional responses.