• Journal of Distribution Science
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• v.20 no.11
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• pp.33-45
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• 2022

Purpose: The development of online shopping trends in Indonesia is increasing, and Tokopedia is becoming one of the most popular e-commerce websites. The purpose of this study is to obtain empirical evidence whether mobile shopping, customer review, perceived credibility, and Korean celebrity endorsement affect online purchase decision, whether online purchase decision affects customer satisfaction, and whether customer satisfaction affects brand loyalty of customers in Tokopedia e-commerce. Research Design, data and methodology: Quantitative survey with data was collected using an online questionnaire with sample characteristics were Tokopedia customers who lived in Jakarta by 385 samples using the purposive sampling method, and data analysis was conducted using the Smartpls application program version 3.0. Results: Mobile shopping, customer review, and perceived credibility had positive effects on online purchase decision at Tokopedia in Jakarta. However, Korean celebrity endorsement did not have a positive effect on online purchase decision at Tokopedia in Jakarta. Furthermore, online purchase decision had a positive effect on customer satisfaction at Tokopedia in Jakarta, and customer satisfaction had a positive effect on brand loyalty at Tokopedia in Jakarta. Conclusions: This study proposes significant implications for maintaining customer relationships to achieve purchasing decision, customer satisfaction, and brand loyalty in the e-commerce industry.

• Journal of Korean Society for Quality Management
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• v.33 no.2
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• pp.32-39
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• 2005

The Customer Satisfaction which effects directly the performance of almost all companies. Therefore, it is very important for a company to reflect totally market environment which can be changed fast and diversely by customer requirements. In spite of many studies on the marketing decision, it has been rarely applied for the quantitative method and result of Customer Satisfaction Index Assessment in the marketing decision process. This study used ANP(Analytic Network Process) approach permitting the interdependent relationship between hierarchy and decision factors in the decision process. Moreover, we propose the method which represents efficiently the Customer Satisfaction Index so that the Suggested Model in this study becomes Customer-Oriented.

• 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.

• Journal of the Korea Safety Management & Science
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• v.5 no.3
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• pp.107-119
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• 2003

Expectation and interest about e-CRM are rising for more efficient customer management in on-line including electronic commerce. The decision-making tree can be used usefully as the data mining technology for e-CRM. In this paper, the representative decision making techniques, CART, C4.5, CHAID analyzed the differences in personalization point of view with actuality customer data through an experiment. With these analysis data, it is proposed a new decision-making tree system that has big advantage in personalization techniques. Through new system, it can get following advantage. First, it can form superior model more qualitatively in personalization by adding individual's weight value. Second it can supply information personalized more to customer. Third, it can have high position about customer's loyalty than other site of similar types of business. Fourth, it can reduce expense that cost marketing and decision-making. Fifth, it becomes possible that know that customer through smooth communication with customer who use personalized service wants and make from goods or service's quality to more worth thing.

• Culinary science and hospitality research
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• v.12 no.2 s.29
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• pp.73-87
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• 2006

The purpose of this study is to investigate if recommendation selling (methods of recommendation selling, a key word used for recommendation, and employee attitude) influences the customers' menu decision. The results of the study are as follows: 'Menu picture' and 'explanation by word' among the tools used by employees for recommendation were found to influence customers' menu decision. The words such as 'new menu' and 'special only today' used by employees for recommendation were found to influence customers' menu decision. Employees' attitude elements such as 'interesting explanation', 'dressed up tidy', 'strong intention', and 'patience' were found to influence customer's menu decision. 'Recommendation selling' in the food and beverage industry means 'employees help customers make a good decision on food and beverage service'. This study makes an important contribution to the food industry in terms of providing substantial marketing strategies.

• Journal of Korean Society for Quality Management
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• v.52 no.1
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• pp.23-42
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• 2024

Purpose: This study aims to investigate the impact of two types of information quality, which are platform-oriented information quality and customer-oriented information quality, on customers' decision-making processes in the Online to offline (O2O) platform environment. Grounded in the product brokering efficiency model, which encompasses screening cost, evaluation cost, and decision quality, a model framework was developed. Furthermore, this study explores how these decision-making processes affect customer loyalty. Methods: Given that food delivery apps are the most widely used O2O service in Korea, this study targeted users of these apps for data analysis. We conducted hypothesis testing through a purposive sampling methodology focusing on food delivery app users. A Partial Least Squares Structural Equation Modeling analysis was conducted to analyze the data. The data collection occurred via an online survey from October to December 2021, with a total of 212 respondents participating. Results: The results of this study revealed the significant role of information quality in helping customers' decision processes while using food delivery apps. Specifically, it was found that platform-oriented information positively influences decision quality, while customer-oriented information significantly affects both the reduction of evaluation cost and the enhancement of decision quality. Additionally, the study indicated that lower evaluation costs and higher decision quality lead to increased platform loyalty. However, a reduction in screening cost did not have a significant impact on platform loyalty. Conclusion: While previous studies have overlooked the existence of two sides, service provider and user, in a platform, this research holds significance in its analysis of how information quality impacts loyalty by utilizing the two kinds of information quality. Practitioners can enhance customer loyalty to the platform by enriching customer-oriented information, thereby reducing customers' evaluation costs and encouraging more loyal usage of the platform.

• Asia Marketing Journal
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• v.22 no.3
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• pp.87-105
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• 2020

With the development of Information Technology, customers require promptly higher quality products and services. Companies try to make newly digital marketing strategies, but there are no empirical researches on them. This article empirically presents a new perspective that companies can shape the customer decision journey ahead by coordinating customer experience. In this article, based on Elaborated Likelihood Model (ELM) theory, customer experience consists of the emotional or cognitive experience. We surveyed about 200 subjects (N = 217) in their 20s and 30s based on the International Music Industry Association's Music Listening 2019 report, then analyzed four different models (before personalization-cognitive experience, before personalization-emotional experience, after personalization- cognitive experience, after personalization-emotional experience) by JASP and R Studio. We conducted Structural Equation Model (SEM) and paired t-test. Personalization factors are about recommendation systems in Spotify. The results of survey represent that companies can shape the Customer Decision Journey (CDJ) ahead especially through enhance cognitive experience. It empirically proves Elaborated Likelihood Model (ELM). The conclusion can be drawn that 'pulling' customer experience can be a new marketing strategies in the digital era.

• Journal of Information Technology Services
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• v.20 no.4
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• pp.35-52
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• 2021

Nowadays data-based decision making is emerging as the center of the business environment paradigm, but many companies do not have data-driven decision-making systems. It has also been studied that using an expert's intuition in decision making can be more efficient in terms of speed and cost, compared to analytical decision making. The goal of this study is to analyze customer churn factors using a group of experts within a financial company from the viewpoint of decision-making efficiency. We applied a debit card 'A', product of the National Credit Union Federation of Korea. The churn factors of all the financial expert groups were examined. Also. the difference in each group (management support, card recruitment, customer service group) was analyzed. We expect that this study will be helpful in the practical aspects of managers whose environments is lack data-oriented infrastructure and culture.

• Journal of Korea Society of Digital Industry and Information Management
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• v.7 no.1
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• pp.111-125
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• 2011

Smartphone is becoming as a core device of mobile environment. The purpose of this study is to investigate the factors affecting customer's buying decision on smartphone. Based on prior studies and cases, this study identifies network effect, switching cost, function, design, brand, after service, price as affecting factors of customer's buying decision on smartphone. It also aims to investigate the relationship between network effect/switching cost and re-purchasing. Result shows that network effect brand, after service are significantly related to customer's buying decision on smartphone by device types, but switching cost, function, design, price are not. Network effect also was found to be significantly related to the re-purchasing. The result of this study may provide a guideline of supply strategy with smartphone suppliers.

• The Journal of Information Systems
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• v.8 no.2
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• pp.91-110
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• 1999

Recently, searching agent systems to help purchase of products between business and customer have been actively studied in Electronic Commerce(EC). However, the most of comparative searching agent systems are only provided customers with searching results by the keyword-based search, and is not support the efficient decision models to be selected products considering the customer's requirements. This paper proposes the decision agent system applied decision model as well as searching functions based on the keyword-input to be selected useful products in EC. The proposed decision agent system is consist of the user interface, provider interface, decision model. Especially, as the example of the decision model, this paper is designed and implemented the prototype of decision agent system which is normalized the searching data and value of customer's preference weight as to each attribute, and orderly provided customers with computed results. This agent system is also carried out sensitive analysis according to the reflection ratio of the each attribute.