• Proceedings of the Korea Contents Association Conference
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• 2014.11a
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• pp.165-166
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• 2014

국내 디지털 음악 시장은 소비자 이용 패러다임의 변화, 국내 디지털음악 서비스 사업자간의 양극화, 글로벌 사업자의 국내진출 이슈 등의 환경변화로 인해 경쟁력 제고를 위한 미래사업 전략 수립이 필요한 상황이다. 디지털 음악 서비스의 경쟁력 향상을 위해 디지털 음악 서비스 수용요인, 만족, 충성도 간의 인과관계에 대한 연구는 필수적이나 현재까지 제한적인 연구만 수행되어 왔다. 따라서 본 연구에서는 '디지털 음악 수용 요인' 모델을 기초로 소비자의 '지각된 가치', '고객 만족' 및 '충성도'간의 인과관계를 규명하고자 하였다. 분석결과 '디지털 음악 서비스 요인' 중 '상품의 다양성'과 '시스템 품질'은 '지각된 가치'와 '고객 만족'에 영향을 미쳤으나 '서비스 용이성'은 '고객 만족'에만 영향을 미치는 것으로 나타났다. 또한 '지각된 가치'는 '고객 만족'과 '충성도' 모두에 영향을 미치는 것으로 나타났다.

• Journal of Korean Library and Information Science Society
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• v.41 no.2
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• pp.171-187
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• 2010

This study tries to develop and testify the structural equation model(SEM) for customer satisfaction of information commons in digital library(NDL) of the National Library of Korea and to calculate library customer satisfaction index (LCSI) based both on customers' perceptions and the staff members' expectations. It also compares the customers' perceptions with the staff members' expectations about service quality, satisfaction, and loyalty. Full mediation model is better fit than partial mediation model for this study, and it is proved that this model can be used for both groups. This study calculate LCSI for the information commons as 75.69. The comparison the customers' perceptions with the staff members' expectations shows that all of the figures of the former are higher than those of the latter.

• Journal of Venture Innovation
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• v.3 no.2
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• pp.23-39
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• 2020

The 4th Industrial Revolution and Covid 19 are moving the fashion industry from offline to online. Fashion shows that took place offline are being replaced by online. Online is greatly increasing consumers' digital customer experience based on digital technologies. In this study, we studied the effect of digital experience factors on digital customer satisfaction based on the Schmitt(1999)'s experience marketing. The effect of digital customer satisfaction on purchase, continuous use intention, and recommendation intention were also studied. In addition, the moderating effect of experience frequency was studied. We randomly sampled 180 individuals among fashion mall users.. SPSS 24, AMOS 23 and Process Macro 3.5 were used for statistical analysis. In the study in which digital experience factors influence digital customer satisfaction, all except the digital act showed positive influence. The impact of influence was digital sense (β = .366) > digital think (β = .225)> digital feel (β = .191) > digital relate(β = .163). Digital customer satisfaction have been positive impact on purchasing, continuance use and recommendation intention. In the moderating effect of digital experience frequency, between digital feel, digital act and digital customer experience showed a statistically effective relationship. Based on the this study, We suggested theoretical and practical implications.

• Journal of Digital Convergence
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• v.11 no.1
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• pp.139-144
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• 2013

This paper is an exploratory study to improve customer satisfaction survey for resolving practical problems. It is natural phenomenon that, as the level of customer satisfaction index increases, the ratio of satisfied customers increases too. However, the effectiveness of practical application of customer satisfaction survey for improvement of customer satisfaction decreases due to its structural limitation on its data analysis system. In order to cope with these problems, we compares the three satisfied customer reclassification methods such as attribute complex scores, satisfaction/dissatisfaction dimension and latent class analysis models. The case study results show that satisfied customer reclassification methods have merits and demerits and are expected to play the role as the groundwork for the revitalization of customer satisfaction survey as well as improving customer satisfaction management.

• 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.

• Korea Trade Review
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• v.48 no.2
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• pp.45-69
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• 2023

The advent of the 4th industrial technology brought about various changes and innovations in the overall industry, but the digitalization of the logistics industry, which involved complicated paperwork processes and various stakeholders, was somewhat behind compared to other industries. However, changes and innovations related to digitalization in the logistics industry began to accelerate due to the impact of COVID-19. This study is to check the digitalization status of container liners accelerated by these changes, analyze the impact of such changes on customer satisfaction and behavioral intention. In this study, a questionnaire survey was conducted for 30 days targeting workers in the logistics industry who had experience using digitalization products of container shipping companies, and a total of 144 questionnaire responses were used to verify hypotheses. To summarize the results of this study, first, it was confirmed that perceived ease of use has a positive (+) effect on perceived usefulness. Second, perceived ease of use was found to have a positive (+) effect on customer satisfaction. Third, it was found that perceived usefulness had a positive (+) effect on customer satisfaction. Fourth, perceived usefulness has a positive (+) effect on behavioral intention. Fifth, it was found that customer satisfaction had a positive (+) effect on behavioral intention. Summarizing the results of the study, it can be summarized that the digitization of regular shipping companies is convenient to use and has a positive effect on customer satisfaction and behavioral intention if it is useful.

• Journal of Digital Convergence
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• v.16 no.10
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• pp.497-510
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• 2018

This study aims to establish effects of service quality of the indoor golf practice facility on customer satisfaction, customer loyalty and intention to repurchase. Consumers using indoor golf practice facility were selected as the target population of this study, and 238 individuals were extracted by convenience sampling and administered a survey. The results are as follows. First, facility, process, instructor positively influence customer satisfaction. Second, facility, instructor positively influence customer loyalty. Third, facility, process, instructor positively influence intention to repurchase. Fourth, customer satisfaction positively influence intention to repurchase. Fifth, customer loyalty positively influence intention to repurchase. Sixth, customer satisfaction mediated service quality of indoor golf practice facility and intention to repurchase. Finally, customer loyalty partly mediated service quality of indoor golf practice facility and intention to repurchase.

• 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 Digital Convergence
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• v.15 no.3
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• pp.87-98
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• 2017

As the market for coffee chains becomes fierce, it is important for coffee chains to establish an enduring relationship with customers and encourage them to revisit their stores. Thus, it becomes important to understand consumers' repurchase decision-making mechanisms in the context of coffee chains. Customer satisfaction, perceived switching costs, and regret were considered as the main factors of customers' repurchase intentions. Especially, the effect of regret experience of coffee chains on consumers' repurchase decision was examined. In addition, coffee quality, physical environment quality, service encounters performance, and brand trust were considered as attributes of coffee shop selection, and their effects on customer satisfaction and perceived switching cost were investigated. The results of the study showed that customer satisfaction and perceived switching costs had a positive effect on repurchase intention, while regret had a negative effect on repurchase intention. Coffee quality and physical environmental quality had no significant effect on customer satisfaction and perceived conversion cost. Service encounter performance had a significant impact on perceived switching costs alone. Brand trust had a significant impact on both customer satisfaction and perceived switching cost.

• Journal of Digital Convergence
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• v.13 no.4
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• pp.163-174
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• 2015

While the scale of the consulting market growth in quantity quality, the consultant capacity is becoming important in the digital industry. The preceding elements of trust formation to the consultant capacity divided into ability, integrity, and benevolence of consultant. Also, the consultant capacity is to find out what effect the overall trust and customer satisfaction and re-contract. The results of the analysis, consultant capacity have positive(+) effects for the formation of the trust in the practice of consulting project, and consulting service trust has positive(+) effect in the relationship between customer satisfaction and re-contract. In addition, consulting service trust in consultant capacity appeared to has positive(+) mediating effects in the relationship between customer satisfaction and re-contract intend.