• The Journal of Information Systems
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• v.14 no.2
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• pp.155-172
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• 2005

Securities companies which faced with severe competition should not only attract new customers but also retain their on-line customers. This study examines the factors affecting loyalty of on-line stock trading customers. The research model based on the previous studies was established and the research hypotheses were generated. The test results based on the data gathered from 87 users of on-line stock trading services show that user satisfaction, learning cost, transaction fees, and reputation influence customer loyalty. User satisfaction, learning cost and reputation are positively related to customer loyalty, whereas transaction fee is negatively related to customer loyalty. The results also support that information quality and system quality are positively related to user satisfaction. The hypothesis that transaction fee is related to user satisfaction is not supported. There is no significant information to say that security risk is related to user satisfaction. It is considered that the study results may help managers to increase customer retention.

• Journal of the Korean Society for Aviation and Aeronautics
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• v.22 no.3
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• pp.33-49
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• 2014

The object of this study is to verify the effects of job stress on burnout and job satisfaction of flight attendants and to confirm the difference in the effect on the consciousness of full service carrier and low cost carriers' flight attendants. In order to confirm, the study examines the relationship between job stress, burnout, and job satisfaction of airline cabin attendant. A survey was done for 55days from January 5th 2014 on flight attendants and total 200 valid samples were analysed. The results of the study demonstrated significant relationship and difference in job stress, burnout and job satisfaction of flight attendants between full service carrier and low cost carrier. As a result, the study is significant as it satisfaction between divergent airline work environment.

• Fashion & Textile Research Journal
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• v.8 no.1
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• pp.55-63
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• 2006

The purpose of this study examines difference of cunsumer satisfaction by expected selection attribute of wedding dress and bride make-up. It is looking into influencing variables in consumer satisfaction, and is supplying real information to wedding market. The subjects of this study were 241 women getting married within one year of Daegu. The data were analyzed by using frequency, mean, the standard deviation, ANOVA, duncan test, correlation analysis, cross-analysis. Conclusion obtained from the results and discussions of the research are as follows: 1) In the attribution of expected selection according to occupation, blue-collar women are concerned about cost factor but they are low content with the perceptual satisfaction factor. 2) When selecting places for wedding dresses and wedding make-up, in the attribute of expected selection about the number of visiting the shop for wedding dresses and make-up, people who visit over 7 dress shops are highly interested in the appearance fancy degree, advertisements effect factors. But they are concerned with advertisements effect factor, cost factor in the perceptual satisfaction factor about wedding dress. Besides, the more they get chances to visit many dress shops, they are concerned with advertisements, cost factors, and satisfied with both the effect of advertisements and appearance factor degree in the attribution of expected selection about wedding make-up. 3) In the attribution of expected selection about the cost of wedding dresses and make-up, the lower the cost paid, people are interested in price factor. Furthermore, in the attribution of expected selection about the wedding dress and make-up cost, those who spent over 150 million Won are interested in quality, others influence factor, and the case of less than 120~150 million Won, people are highly interested in the appearance fancy degree, advertisements effect factor, and the women are satisfied with the advertisement effect factor in the perceptual satisfaction factor of wedding make-up.

• Journal of Information Technology Services
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• v.17 no.3
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• pp.1-16
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• 2018

There exist a number of studies pertaining to the determinants of customer satisfaction between low-cost and full-service carriers in the airline industry. Most studies measured service quality using SERVQUAL based on a survey method. This study offers a new perspective by employing a big data analytic approach using SNS data, which reflects the immediate response of customers as well as trends in real time. This study chose eight factors from TripAdvisor's customer review site as determinants of customer satisfaction and compared the differences between low-cost and full-service airlines. The factors analyzed were seat comfort, customer service, cleanliness, food and beverage, legroom, entertainment, value for money, and check-in and boarding. Additionally, ratings from domestic and foreign customers were compared. The findings show that customer service and value for money are significant factors in satisfaction with low-cost airlines while all variables except legroom and entertainment are significant for full-service airlines. The results show that SNS-based data and analysis of big data are important for improving decision-making effectiveness and increasing customer satisfaction in the airline industry.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.40 no.1
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• pp.22-34
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• 2017

The purpose of this study is to investigate the influence of determinants of Smartphone purchasing such as A/S, brand, H/W, switching cost, design on customer satisfaction and verify the accordance of the results of existing researches and our research with customers' actual experience. The study also sought to confirm if moderating effects exist between determinants of Smartphone purchasing and customer satisfaction by age, gender. Data for this study was gathered by analyzing the results of a survey we conducted on 252 respondents. By taking into account the results of antecedent researches, we determined A/S, brand, H/W, switching cost, design as the 5 main factors that influence Smartphone purchasing behavior. We focused on analyzing the effect determinants of Smartphone purchasing has on consumer satisfaction and whether there exist any moderating effects between the determinants of Smartphone purchasing and consumer satisfaction by age and gender. As a result, we found out that design, brand, H/W had a significant influence on consumer satisfaction in the descending order. Switching cost and A/S turned out to have very little influence on consumer satisfaction. Also as a result of analyzing the moderating effects between determinants of Smartphone purchasing and consumer satisfaction by age and gender, the study verified that that A/S had the most significant influence as a moderating effect on age. And as for gender, switching cost was turned out to have a significant influence. The result of this study indicates several academic and practical implications for customer satisfaction of Smartphone business. Therefore, this result is expected to contribute to verifying influential factors of customer satisfaction improvement both academically and practically.

• International Journal of Quality Innovation
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• v.3 no.2
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• pp.1-12
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• 2002

Quality is distinguished from the other important management indicators, cost and profitability, by the features of its far longer history and of common concern to both manufacturer and customer. We may say from this that quality has a far more human aspect than either cost or profitability. We stress the importance of establishing “quality culture.” But we do not commonly use the terms of “cost culture” or “productivity culture.”In addition, we know from our experiences that improving quality by creative methods can lead to lower cost and higher productivity, although the converse is not necessarily true. In the Maslow's hierarchy of human needs, it is known that the character of human needs changes from extrinsic and material ones at lower levels to intrinsic and mental or spiritual ones at higher levels. We know from our experience that employee satisfaction is closely linked with quality, which is of more human nature and can further be deployed into the detailed elements of quality. The leaders and managers should positively display leadership and respond to the efforts of the subordinates. Without these managerial leadership and efforts, it is almost impossible to provide essential and true customer satisfaction. They are the indispensable elements for business excellence.

• Journal of Distribution Science
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• v.21 no.4
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• pp.21-33
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• 2023

Purpose: To study, analyze, and investigate how to improve the service quality distribution and perceived value of passenger loyalty in low-cost airlines in Thailand. Research Design, data, and methodology: The data was collected from low-cost airline passengers who had used low-cost airlines within Thailand more than twice in the last 12 months. In total, 632 questionnaires were received, representing 97.32%, and in-depth interviews were done using the semi-structured technique. The key informants were either executives or representatives from 4 low-cost airlines operating in Thailand. We utilized structural modeling techniques to examine the data relevant to the investigation. Results: The results show that low-cost airline passengers in Thailand have strong opinions about the perceived value of the passenger loyalty of low-cost airlines within this sector of the Thai air travel industry. The variables were sorted in order of importance and included passenger loyalty, satisfaction, trust, perceived value, and service quality distribution. The relationship between the service quality distribution variables and the significance in relation to passenger loyalty according to low-cost airlines in Thailand showed that service quality distribution had a positive effect on perceived value and that passenger satisfaction has a direct positive effect on passenger loyalty. Conclusions: The 8 QPSTL strategy is successful in terms of service quality distribution and passenger satisfaction, therefore it is an important aspect of low-cost airlines in Thailand.

• Korean Management Science Review
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• v.27 no.1
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• pp.33-43
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• 2010

This paper presents a method for the estimation and analysis of the economic value of weather forecasts for CRM decision-making problems in the leisure industry. Value is calculated in terms of the customer's satisfaction returned from the user's decision under the specific payoff structure, which is itself represented by a customer's satisfaction ratio model. The decision is assessed by a modified cost-loss model to consider the customer's satisfaction instead of the loss or cost. Site-specific probability and deterministic forecasts, each of which is provided in Korea and China, are applied to generate and analyze the optimal decisions. The application results demonstrate that probability forecasts have greater value than deterministic forecasts, provided that the users can locate the optimal decision threshold. This paper also presents the optimal decision strategy for specific customers with a variety of satisfaction patterns.

• The Journal of the Korea Contents Association
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• v.17 no.3
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• pp.556-570
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• 2017

The purpose of this study is to examine the structural relationships among relational benefits of the franchise coffee shop, customer satisfaction, switching cost and relationship retention intention. The results of this study are as follows: First, among relational benefits, social benefits, psychological benefits, customization benefits and economic benefits had a significant influence on customer satisfaction. Second, among relational benefits, social benefits, psychological benefits, customization benefits and economic benefits had a significant influence on switching cost. Third, customer satisfaction had a significant influence on relationship retention intention. Fourth, switching cost had a significant influence on relationship retention intention. Finally, the conclusion section suggested strategic implications to induce relational benefits, customer satisfaction, switching cost and relationship retention intention based on the findings.

• Asia-pacific Journal of Multimedia Services Convergent with Art, Humanities, and Sociology
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• v.7 no.1
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• pp.35-44
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• 2017

In this paper, we attempt to investigate the moderating effect of brand power on the effect of in-flight service quality on customer satisfaction and recommendation in the aviation industry. The results were as follows. First, in the case of high brand power FSC(full service carriers), the cost-to-benefit ratio as well as all other flight service properties influence to customer satisfaction. However, in the case of low brand power FSC, the cost-to-benefit ratio showed a greater impact of customer satisfaction compared to other in-flight services. Second, as in the case of customer satisfaction, while the cost-to-benefit ratio more influence to customer recommendation than other in-flight services in low brand power FSC, the cost-to-benefit ratio as well as all other flight service properties influence to customer recommendation together in high brand power FSC. Therefore, low brand power FSC required tit-for-tat strategy against to LCC(low cost carriers) by pursuing disruptive innovation for price. And high brand power FSC required sustaining innovation strategy through improving flight services.