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

• Journal of Convergence for Information Technology
• /
• v.10 no.2
• /
• pp.146-153
• /
• 2020

This study is a fusion study combining service marketing in the field of Naturopathy and business administration to examine the impact of the quality of Naturopathy services on the loyalty of customers using it, and see if the service value and customer satisfaction are mediated between the two variables. Through these efforts, the government wanted to contribute to the basic provision of research on Naturopathy services and the development of related industries. For the purpose of the study, a range commonly used as Naturopathy was presented to those in their 20s to 50s nationwide, and a survey was conducted on the relevant experience. Data analysis uses the AMOS 24.0 program to identify the causal relationship between the variables and the statistical program SPSS 24.0. The study found that the quality of the Naturopathy service had a positive effect on the loyalty of the customers who used the service, and that the value of the service and customer satisfaction were mediated between the service quality and loyalty, and had a positive effect.

• Culinary science and hospitality research
• /
• v.22 no.3
• /
• pp.155-165
• /
• 2016

This study investigated general educational quality, satisfaction and loyalty related to dietary life among K university students in Busan. SPSS version 20.0 was employed to conduct various analyses, namely frequency, factor, reliability and regression. A number of results were discovered. First, factors of nutrition education quality (knowledge, interest, instructor) had a positive influence on satisfaction. Second, factors of satisfaction with nutrition education quality had a positive influence on loyalty. Third, the three factorsof nutrition education quality had a positive influence on loyalty. Of the the three nutrition education quality factors, the knowledge factor exhibited the strongest effect on satisfaction among, while the Interest factor had the strongest impacton loyalty. As a result, consideration must be given the factors that act on nutrition education quality.

• The Journal of the Korea Contents Association
• /
• v.12 no.10
• /
• pp.453-465
• /
• 2012

The major purpose of this study is to examine the effects of customers' perceptions toward service quality of mobile music service on customer loyalty and switching intention. For this purpose, this study posited three service quality characteristics including interface, service, price quality as key determinants of customer loyalty and switching intention based on relevant literature reviews. A research model and hypotheses concerning the relationship between these variables were constructed. Moreover, this study explored the moderating effects of attractiveness of alternative and switching costs on the relationship between customer loyalty and switching intention. An online survey was administrated on 433 mobile music service users and a simple, multiple, and hierarchical regression analysis were employed. The results indicated that all of interface, service, price quality have significant positive influences on customer loyalty, and both of service quality and attractiveness of alternatives have influences on the switching intention in a positive way. On the other way, it was shown that switching costs have a negative influence on the switching intention. The moderating effect of attractiveness of alternatives on the relationship between customer loyalty and switching intention was also found. The implications of these results are discussed.

• Journal of the Korean Society for information Management
• /
• v.30 no.2
• /
• pp.101-118
• /
• 2013

The purpose of this study is to reveal their satisfaction procedures from users of information service expectation-disconfirmation theory. To achieve this goal, we use the NDSLQual model to measure the quality of NDSL service. The results were as follows: First, while the expectation has a negative effect on the expectation-disconfirmation, it has a positive effect on the perceived performance. And perceived performance has a positive effect on the expectation-disconfirmation. Second, the expectation-disconfirmation has a positive effect on the overall satisfaction and loyalty. However the explanatory adequacy of the regression model is very low. Third, perceived performance has a positive effect on the overall satisfaction and loyalty. In order to increase the overall satisfaction and loyalty for NDSL, it is necessary to seek ways to improve the perceived performance and lower the expectation-disconfirmation.

• International Area Studies Review
• /
• v.14 no.2
• /
• pp.159-180
• /
• 2010

The purpose of this study is to examine how perceived service quality, value congruence influences uncertainty avoidance, customer satisfaction and customer loyalty, and in turn, provides insight for Korean banks when they penetrate into the Chinese marketplace. In so doing, this study conducts a survey on participants who are using banking services in the Changchun, Jinan, Guangzhou of Jilin Province, Shandong Province and Guangdong Province. The findings are as followed. First, Uncertainty avoidance plays an important mediating role in the relationship between perceived service quality and customer satisfaction, between value congruence and customer satisfaction. Uncertainty avoidance has a direct effect on customer satisfaction, but is significantly negative. Second, value congruence has a direct effect on uncertainty avoidance, but is significantly negative. Third, customer satisfaction has a direct effect on attitudinal loyalty and behavioral loyalty.

• 한국디지털정책학회:학술대회논문집
• /
• 2004.05a
• /
• pp.315-328
• /
• 2004

• Management & Information Systems Review
• /
• v.34 no.5
• /
• pp.93-110
• /
• 2015

This research is based on studies about functional service quality in service marketing field and tries to expand application of lovemark effect for service employee. To test the effect of service employee job attributes on lovemark as the antecedents, the analysis was held with customers who experienced specific service retail store recently. According to the research result, service employee job attributes factors including expertise and communication have positive effect on the lovemark. Furthermore, lovemark affected store loyalty significantly. The research has several marketing implication on service marketing and lovemark theory. For service providers, customers'perception of service employee's job attributes can present 'positive lovemark effect' and develop store loyalty in the service marketing perspectives.

• Journal of Distribution Research
• /
• v.12 no.1
• /
• pp.105-123
• /
• 2007

Recently, the beauty service industry in Korea is growing rapidly as women have increased role in society and consumers have more diversified desire for beauty. In that sense, studies on the environment of transaction is necessary to maintain the customers who use beauty service which Is one of the most prominent services in Korea. However, there is a lack of systematic investigation on that. Under those circumstances, this study tries to propose strategies by shedding light on the reasons of store loyalty based on empirical study. Furthermore, securing regular customers is deemed to be the most important thing as the competition among stores are getting fiercer in the wake of increase in the number of beauty salons. In that light, this study tries to shed light on the transaction cost clearly which affects the store loyalty, and focuses on the development of integrated research model for the transaction cost related to the environmental characteristics of beauty service industry and for the store loyalty.

• Journal of the Korea Academia-Industrial cooperation Society
• /
• v.12 no.2
• /
• pp.728-735
• /
• 2011

Recently, as the most people use the high-speed Internet service, it is positioned as a universal service in Korea. Therefore, the competition among service providers is becoming fierce and fierce. The defensive marketing which raise customer loyalty can be an effective method in this case. In this study, we identified the sources of customer loyalty in the high-speed Internet service. The results showed that the satisfaction on the service quality and after service impacts on the customer loyalty positively. We expect that this result will be helpful for practitioners to make customer strategies.