• Proceedings of the Technology Innovation Conference
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• 2006.02a
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• pp.131-149
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• 2006

The increasing number of mobile phone users has caused the increasing number of mobile internet subscribers since the 2000s. However, there are little studies on commercial transactions through mobile internet by contraries of abundant studies on the traditional offline and online commerce. This paper aims to find out some factors affecting customer satisfaction in the mobile commerce. For this purpose, influential factors were drawn out by comparing mobile commerce with e-commerce and a more systematic framework was developed. 6 factors were proposed such as mobile internet experience, perceived content Quality, perceived ease of use, perceived price level, perceived system Quality and perceived security level. Initially, they have effects on the customer satisfaction, and then, they have relationships with customer complaint and customer loyalty. In this paper, a Questionnaire survey was conducted. And a general structural equation model was applied to empirically test the proposed research model which is based on the relationships among the 6 factors and customer satisfaction, customer complaint and customer loyalty. This study will be useful to firms providing services of mobile commerce, because it can find out some influential and significant factors of the mobile commerce.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.46 no.2
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• pp.72-81
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• 2023

This research proposes a novel approach to tackle the challenge of categorizing unstructured customer complaints in the automotive industry. The goal is to identify potential vehicle defects based on the findings of our algorithm, which can assist automakers in mitigating significant losses and reputational damage caused by mass claims. To achieve this goal, our model uses the Word2Vec method to analyze large volumes of unstructured customer complaint data from the National Highway Traffic Safety Administration (NHTSA). By developing a score dictionary for eight pre-selected criteria, our algorithm can efficiently categorize complaints and detect potential vehicle defects. By calculating the score of each complaint, our algorithm can identify patterns and correlations that can indicate potential defects in the vehicle. One of the key benefits of this approach is its ability to handle a large volume of unstructured data, which can be challenging for traditional methods. By using machine learning techniques, we can extract meaningful insights from customer complaints, which can help automakers prioritize and address potential defects before they become widespread issues. In conclusion, this research provides a promising approach to categorize unstructured customer complaints in the automotive industry and identify potential vehicle defects. By leveraging the power of machine learning, we can help automakers improve the quality of their products and enhance customer satisfaction. Further studies can build upon this approach to explore other potential applications and expand its scope to other industries.

• The Journal of Asian Finance, Economics and Business
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• v.9 no.7
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• pp.153-171
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• 2022

To measure economic performance, customer satisfaction indices are constructed. This study proposes an index for banking and telecom, a significant evaluative system for comparing and enhancing customer satisfaction across the industries. The study suggests and examines amendments and improvements to the prior indices and incorporates ignored indicators to propose a punier index for Pakistan. The study is a pioneer in integrating online and offline indices into a single comprehensive model. The study is enriched by the Theory of Reasoned Action and Technological Acceptance Model. A sample of 320 respondents was used. The sample was divided based on gender and marital status. To authenticate the theoretical model, PLS-SEM was applied. We discovered nine latent variables that define customer satisfaction and conclude that a single model can be utilized for e-commerce enterprises as well. The index scores are comparable to the American index for banking and the Turkish index for telecom. Multi-group analysis (MGA) was used to comprehend the differences among the groups. This reveals that customization, design, reliability, and responsiveness induce satisfaction in telecom male and married customers. For the banking industry, the difference exists in complaint handling, customization, corporate image, perceived price, reliability, responsiveness, sentiments, convenience, and security to satisfaction links, image and complaint handling to loyalty links.

• Journal of Distribution Research
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• v.3 no.1
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• pp.55-69
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• 1998

One of the urgently-needed retail strategies is to lower the labor expenses of the store. For this purpose, more stores are developing new, fancy techniques to make consumers work for the stores without paying them. Examples include self-service system, consumer suggestion system and others. These are called customer voluntary performance. Intiated by Bettencourt(1997), customer voluntary performance(CVT) becomes an important concept in modern retailing. This paper applies three dimensions of CVP (loyalty, cooperation, participation) to the setting of Consumer Complaint Intentions(CCI). Similar to CVP, CCI has three dimensions in itself (voice, private, third party). The major focus of this empirical research is on finding the possible relationships between three dimensions of CVP and three dimensions of CCI. The results show that participation is positively related to the levels of consumer complaint intentions, whereas loyalty is negatively related to the levels of them. This implies that the weak tactic of CVP(loyalty) may reduce the levels of complaint, but strong one(participation) may not be so. More conceptual and empirrical studies are urgently needed.

• Culinary science and hospitality research
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• v.22 no.6
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• pp.98-104
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• 2016

In comparison to the rapid rise in the number of restaurant daily deal service consumer complaints, relatively little attention has been directed at the features of deal consumers' complaint behaviors in academic research. In order to address this gap, this study examined the characteristics of complaint behaviors of consumers who purchase restaurant deals with a focus on three potential determinants (likelihood of success with the complaint, attitude toward complaining, and severity of the failure). Results indicated that the three proposed determinants emerged as critical factors that influence deal consumers to exhibit different complaint reactions to dissatisfactory experiences. Furthermore, it was discovered that the hypothesized relationships were moderated by value consciousness, in which high value-conscious deal consumers exhibited a higher complaint inclination than low-value conscious deal consumers.

• Korean Journal of Human Ecology
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• v.22 no.2
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• pp.267-282
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• 2013

This study analyzed the effect of consumer value and unethicality on the type of consumer complaint behaviors. Despite the obvious importance of the research on consumer complaint behaviors focused on consumer's inherent personality, there is relatively little work done. The purpose of this study is to analyze the determinants of consumer complaint behaviors in order to improve consumers' well-being and develop the market condition. The 1,050 respondents are finally analyzed using the descriptive statistics, factor analysis, and multinominal logit model. Consumer value and unethicality are significant effect on the type of consumer complaint behaviors such as no action, private action only, public action only, and both private and action. The orientation of achievement and pleasure among consumers' value is associated with the higher level of complaint behaviors compared with no action. In terms of consumers' unethicality, no harm unethicality is associated with the types of each consumer complaint behavior except no action. On the other hand, both proactive and passive unethicality increase the possibility of no action. The policy implications of the consumer education are suggested as well as the directions of customer management strategies in the business sector.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.1
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• pp.375-383
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• 2021

The justice issue in the service recovery process has become an interesting topic especially in rural banks in Indonesia. There are two types of justice issues in handling the complaint process; distributive and informational. This study aims to analyze the effect of distributive and informational justice on complaint handling satisfaction. This study also examines the mediating role of positive and negative emotions on the effect of justice in post-merger rural banks. This research employs a survey by distributing a questionnaire to 238 customers who have complained to one of the post-merger rural banks in West Java and Yogyakarta. This study uses the structural equation modelling (SEM) method by WarpPLS software. The results reveal that distributive and informational justice have a positive effect on positive and negative emotions, while informational justice does not affect positive and negative emotions. Distributive and informational justice directly affect satisfaction over complaint handling. On the other hand, positive and negative emotions affect satisfaction over complaint handling. The findings of this study suggest that positive emotion also mediates the distributive justice effect on satisfaction over complaint. Lastly, positive and negative emotions do not mediate the informational justice effect on satisfaction over complaint handling at post-merger rural banks in West Java and Yogyakarta, Indonesia.

• Culinary science and hospitality research
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• v.6 no.3
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• pp.57-81
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• 2000

The purposes of this study and to develop the model to prove the structural relationship between service orientation and customer satisfaction, to find out the mediating variables between them, to survey and analyze their roles empirically, and to prove the probability of applying the strategic frame to all hotels in Korea. For these purposes. the author developed a structural model which consists of six variables. The data were collected from 7 hotels and analyzed with AMOS program. The findings can be summarized as follows : First, the higher customer expectation, the lower customer satisfaction. Second, the higher customer expectation, the higher customer perceived quality. Third, the higher customer perceived quality, the higher customer satisfaction. Fourth, the higher customer perceived quality, the higher customer perceived value. Sixth, the higher customer satisfaction, the lower customer complaint. Seventh, the higher customer satisfaction, the higher customer loyalty.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.15 no.2
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• pp.99-122
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• 2004

The purposes of this study and to develop the model to prove the structural relationship between service orientation and customer satisfaction, to find out the mediation variables between them, to survey and analyze their roles empirically, and to prove the probability of applying the strategic frame to all hotels in Korea. For these purposes, the author developed a structural model which consists of six variables. The data were collected from 7 hotels and analyzed with AMOS program. The findings can be summarized ad follows : First, the higher customer expectation, the lower customer satisfaction. Second, the higher customer expectation, the higher customer perceived quality. Third, the higher customer perceived qualify, the higher customer satisfaction. Fourth, the higher customer perceived quality, the higher customer perceived value. Sixth, the higher customer satisfaction, the lower customer complaint. Seventh, the higher customer satisfaction, the higher customer loyalty.

• Journal of the Architectural Institute of Korea Structure & Construction
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• v.34 no.3
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• pp.95-102
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• 2018

In order to understand interaction between building users' occupant performance and building maintenance performance of maintenance management personnel, actual data from maintenance activities of buildings were analyzed. Also, using building defect customer complaint data reported by building user, satisfaction data on building maintenance services of building users and service response time of maintenance management personnel, a method for evaluating interaction of buildings with the same purpose and same size was proposed. Throughout analysis, average number of occurrences per unit area per year for the mechanical complaints in complex building were presented. In addition, using building users' satisfaction with facility management services, attitude of responding to business obstacles, number of occurrences per unit area per year of mechanical complaints and complaint processing speed, interaction was comprehensively identified and compared.