• International Commerce and Information Review
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• v.14 no.2
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• pp.497-521
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• 2012

This paper is to conduct comparative analysis of the impact of overall logistics service quality and its different influence across countries in internet shopping mall context. After reviewing the different approaches given by the literature, SEM analysis was used to testify the hypotheses. A questionnaire based on personal survey was conducted from internet shopping mall users in Korea, China, Japan. This paper collected data from 786 respondents in the countries. Structural equation modeling was also applied to these data to test relationships among the variables in the study. The empirical results of this study are summarized as follows. First, overall logistics service quality of internet shopping mall has a positive direct effect on the consumer assurance as well as consumer satisfaction. Second, consumer assurance and consumer satisfaction have mediated effects between overall logistics service quality and post-purchasing behaviors intention. Third, its effect size of the '$GLSQ{\rightarrow}$ consumer assurance' and the '$GLSQ{\rightarrow}$ consumer satisfaction' links are the same in each country. However, that of the consumer assurance and the consumer satisfaction for the organizational performance are different for each country.

• Journal of Korea Port Economic Association
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• v.29 no.1
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• pp.1-22
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• 2013

Logistics service is one of the most frequently addressed competitive edges exercised by container terminals that face fierce competition. Many of researches have tried to assess the logistics service quality and attempted to propose the strategic ways to manage it. However, it has been known that quality is a multi-dimensional construct and not all quality attributes are viewed as equally important to customers. Each quality attribute has different implications for customer satisfaction. Timko (1993) has developed customer satisfaction (CS) coefficient based on Kano model. The CS coefficient is indicative of how strongly a service quality may influence customer satisfaction. This study attempted to identify the satisfying/dissatisfying quality factors using Kano model and CS coefficient. In so doing, several satisfying and dissatisfying quality attributes in logistics service quality were identified.

• Journal of Service Research and Studies
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• v.8 no.1
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• pp.123-143
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• 2018

This research examines empirically the causal relationship among service quality, CSR, trust, customer-company identification(=CCID), customer's behavioral intention as well as the mediating effect of trust and CCID on the relationship between service quality, CSR and customer's behavioral intention in insurance industry. With this background, this study conducted a statistical analysis based on survey data collected from insurance customers. The result of this empirical study is as follows. First, insurance company's CSR activity has a positive impact on customer's trust and customer-company Identification( =CCID). Second, both customer's trust and CCID have positive and significant effect on customer's behavioral intention. Third, we also find that both trust and CCID has a mediating effect on the relationship between service quality, CSR and customer's behavioral intention. This research shows that CSR activity of insurance company can enhance both customer's trust and CCID, in turn, when CSR activity and service quality is mediated by customer's trust and customer-company identification, it could be linked to customer's behavioral intention such as repurchasing, positive WOM(=word of mouth). This study is likely to contribute to CSR and service marketing research of insurance company.

• Journal of Distribution Science
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• v.4 no.2
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• pp.65-80
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• 2006

This study is an empirically validation of existing theories into the department store context. This study investigated the effects of perceived quality and customer value(utilitarian value and hedonic value) to customer satisfaction on the basis of previous studies. The data was analyzed by reliability, factor analysis and regression analysis using SPSS program. The results suggest that perceived quality had positive effects on utilitarian value, hedonic value and customer satisfaction, utilitarian value and hedonic value had positive effects on customer satisfaction. These findings also provide implications for the marketing strategy in department store context. However, this empirical study has limitations that can be addressed in the future research.

• The Journal of Korean Institute of Communications and Information Sciences
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• v.29 no.1B
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• pp.133-144
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• 2004

This research aimed to do an empirical study, by comparing the relationships of service quality, customer satisfaction and customer loyalty in mobile telecommunications between Korea and China which possess different growth phases. For this purpose, six factors in service quality, customer satisfaction and customer loyalty have been under a regression analysis to verify the causal relationship. The key findings of this study are as follows. Both Korea and China showed the causal relationship between customer satisfaction and customer loyalty; the service support which applies as the core services, have been found to be the most important factors in customer satisfaction and customer loyalty. And this study has been able to establish strategic views on reinforcing customer bases in mobile telecommunication service markets in both countries.

• 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.

• Proceedings of the Korea Contents Association Conference
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• 2010.05a
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• pp.613-615
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• 2010

이 연구는 민간경호경비조직의 서비스품질과 고객만족 및 로열티의 관계를 규명하는데 목적을 두고 있다. 이를 위해 이 연구에서는 서울시 소재 민간경호경비회사의 서비스를 이용하고 있는 고객을 대상으로 집락무선표집법을 활용하여 총 209명을 표집하였다. 설문지의 타당도 및 신뢰도를 검증하기 위하여 이 연구에서는 전문가회의와 요인분석을 통하여 타당도를 검증하였으며, 신뢰도분석을 통하여 신뢰도검증을 실시하였다. 통계처리방법은 SPSSWIN 17.0프로그램을 활용하여 요인분석, 신뢰도분석, 다중회귀분석과 경로분석을 실시하였다. 결론은 다음과 같다. 첫째, 서비스품질이 좋을수록 고객만족은 높아진다. 둘째, 서비스품질이 좋을수록 로열티는 강화된다. 셋째, 고객만족이 높을수록 로열티는 높아진다. 넷째, 서비스품질은 고객만족 및 로열티에 인과적 영향을 미친다.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2000.04a
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• pp.86-89
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• 2000

통신 서비스에 대한 고객만족은 경쟁력의 원천이 되고 통신사업자는 이를 가장 효과적으로 개선할 수 있는 방법을 지속적으로 찾는다. 고객만족이 외부에서 측정되는 품질지표라면, 통신사업자의 내부 프로세스 성과지표, 통신서비스의 품질이나 성능 지표들은 내부 품질지표 이다. 본 고에서는 경쟁시장에서 소비자의 선택권이 강화된 시기에 통신사업자가 고객가치 향상을 위한 노력의 결과인 외부 고객만족도 (CSI) 조사 결과와 내부 서비스품질지수 (QOSI) 측정 결과를 상호 연계하여 분석하는 틀을 제시하고, 한정된 경영자원(인적, 물적) 투입의 우선순위 결정에 활용은 물론 고객만족도의 변화를 예측할 수 있는 방안을 개념화하고 적용모형을 예시하였다.

• The Journal of the Korea Contents Association
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• v.10 no.9
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• pp.455-468
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• 2010

The purpose of this study is to understand how and what kind of service quality impacts value of membership and customer satisfaction, and to analyze how value of membership and customer satisfaction influence on customer loyalty in order to apply the results of this study to the management level of individual companies. The valuable outcomes of the survey were 485 as a result of excluding both no response and non-trustful answers. The previous used questions of other researchers were modified and used in this study, and both SPSS 12.0 and AMOS 7.0 were in use as analytical softwares In this study, service quality of golf resort positively impacts membership's value, and service quality influences upon customer satisfaction in a positive way. The value of service quality heavily impacts customer satisfaction, and customer satisfaction positively influences upon customer loyalty. On the other hand, it is hardly find a remark between value of loyalty and customer's satisfaction.

• 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.