• Journal of Digital Convergence
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• v.15 no.8
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• pp.435-444
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• 2017

This study was to research effect of relationship marketing factors of the sports centers, customer trust and intention to repurchase. Objects of study were customers of three sports centers in Gyeonggi province and research tool was questionnaire. Among 350 copies of data, 344 copies had been used for actual data processing and collected data had been analyzed with frequency analysis, correlation analysis, reliability test, exploratory analysis multiple regression analysis by using SPSS 21.0. The results from these processes are as follows. First, relationship marketing factors positively effect on customer trust. Second, relationship marketing factors positively effect on intention to repurchase except communication. Finally, customer trust positively effect on intention to repurchase.

• Journal of Digital Convergence
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• v.10 no.11
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• pp.307-313
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• 2012

The purpose of this study is to suggest a research for hotels' expected service quality which influences reservation intention of hotel services. And we checked that these relations are formed by mediating of customer value on the basis of temporal construal theory. The result of our studies is as follows: 1) An abstract hotels' expected service quality(a concrete hotels' expected service quality) influence more on the customer's the social psychological value(the functional value) than the functional value(the social psychological value). 2) The customer's functional value(the social psychological value) influence more on the reservation intention of hotel service near(distant) in time than distant(near) in time. This research provides a theoretical-practical implications to the marketing staffs like packaging designers as well as scholars to study hotel services.

• Journal of Digital Convergence
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• v.18 no.1
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• pp.333-342
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• 2020

In this study, an interview survey was conducted for three months by a counselor who had experience of retractation of turnover intention to find out what factors played an important role in retractation of turnover intention. The results found that task shift, motivation, self-efficacy, and emotion control were the major factors in the retractation of counselor's turnover intention, while superior support and colleague support did nop affect. Among them, emotion control and task shift had more influence on retractation of turnover intention than other factors. The results of this study are expected to maximize the stabilization of the organization by lowering the turnover rate of counselor in the customer center department becoming more important in the enterprise and to provide an important theoretical basis for studies related to retractation of customer center counselor's turnover intention.

• Journal of Digital Convergence
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• v.18 no.1
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• pp.147-157
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• 2020

The purpose of this study was to investigate the factors influencing the intent to revisit among health screening center customers. The subjects were 195 customers of a health screening center. The intent to revisit was positively correlated with customer satisfaction and word-mouth communication. Multiple regressions showed that customer satisfaction and perceived health status explained 29% of the variance of the intent to revisit. In order to increase the intent to revisit, hospital and nursing managers should strive to improve customer satisfaction. In particular, strategies to arrange explanation of the result consultations, individual health management tailored to customers' needs, and customers-relationship management for continuing relations with the customer should be needed. In addition, it will be needed to expand the roles of nurses who are working in the health screening center from simple heath check or customer reception to active health education and continuous health screening plan after initial one.

• Journal of Digital Convergence
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• v.12 no.10
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• pp.615-624
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• 2014

The purpose of this study is to ascertain the effect of the reputation of ski resorts on multidimensional trust, customer satisfaction and spread by word-of-mouth. To attain this goal, 400 adult male and female subjects using 3 Ski Resorts located in Gangwon-do in Korea in 2013 were selected. For this, convenient sampling was used. The data was processed with the 382 final available samples excluding the 18 inappropriate questionnaires through frequency-, exploratory factor-, reliability-, correlation-, and simple/multiple regression-analyses by using the PASW 18.0. The result is as follows. First, the reputation of the ski resorts was found to have a positive effect regarding the trust of the resorts and their employees. Second, trust in ski resorts and their employees was found to have a positive effect on customer satisfaction. Third, trust in ski resorts and their employees was found to have a positive effect on the spread of word-of-mouth about the resorts. Fourth, customer satisfaction was found to have a positive effect on the diffusion by word-of-mouth.

• Journal of Digital Convergence
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• v.12 no.3
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• pp.117-126
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• 2014

This study examines how preference clarity and customer participation levels affect evaluation of fit toward customized services and also analyzes the effects of cultural difference between Korea and China that may cause variance in the evaluation of fit in the course of interaction with the prior two factors, preference clarity and customer participation level. It conducted a $2{\times}2{\times}2$ between-subjects factorial design adopting preference clarity, customer participation level, and difference of culture. The subjects were composed of 200 Korean and 200 Chinese. According to the analysis results, it is revealed that Korean consumers highly perceived fit toward customized services when their preference is clear and participation level is high, and they evaluate fit more favorably as participation level increased, while Chinese consumers' evaluation for fit deteriorated as participation level increased. The result shows that fit evaluation became more positive through participation when preference clarity is high in Koreans but not in Chinese.

• Journal of Digital Convergence
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• v.18 no.10
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• pp.207-217
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• 2020

The purpose of this study is to examine the structural relationship between the digital platform capabilities of financial institutions and the impact of customer orientation on service innovation behavior through exploitation/exploration. A survey was conducted on employees of financial institutions to verify the research model, and the final 280 copies of the questionnaire were analyzed using SPSS 25 and SmartPLS 2.0. As a major research result, First, digital platform competency has a positive effect on exploitation and exploration. Second, customer orientation has a positive effect on exploitation, but not on exploration. Third, both exploitation and exploration have a positive impact on service innovation behavior. Through this research, this study shed new light on the relationship between digital platform capability and customer orientation that affects service innovation behavior of financial institutions, and expanded the scope of research through empirical research. Future research will require research attempts on various variables and research samples.

• Journal of Digital Convergence
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• v.17 no.11
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• pp.117-126
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• 2019

This research examined whether and how prior customer participation and the relationship commitment of the brand enhance experiential behaviors of offline stores such as Apple, Huawei, MI, Oppo, Samsung, Vivo. A structured self-report questionnaire was administered to collected 258 survey responses and structural equation modeling was applied using SPSS and AMOS. The results of this study are as follows: First, customer participation increased normative commitment, emotional commitment, and persistent commitment. Second, the relationship commitment of consumers enhanced various experiential behaviors such as entertainment experience, educational experience, escapist experience, and aesthetic experience. Third, consumers with high brand fanship reported more positive aesthetic and escapist experience. The results of this study are expected to provide effective marketing strategies for companies setting up offline experience stores by understanding customer participation and involvement that should be considered for consumers targeted.

• Journal of Digital Convergence
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• v.19 no.12
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• pp.207-223
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• 2021

The purpose of this research is to study the influence of online shopping motives on repurchase intentions with Chinese students studying in South Korea. To this end, a questionnaire survey was conducted with 255 Chinese students studying abroad. The SPSS 23.0 analysis clarified the structural relationship between the online shopping mall's motivation and customer satisfaction, and repurchase intentions. First, in the motivation of online shopping, product perception, customer service and shopping experience have a positive impact on customer satisfaction. Second, in the motivation of use, product perception, customer service, and shopping experience have a positive impact on repurchase intentions. Third, satisfaction has a positive effect on repurchase intentions. The results show that the motivation of using online shopping for Chinese students in South Korea is an important factor affecting satisfaction and repurchase intentions. In future research, further research is needed according to the type of online shopping mall.

• Journal of Digital Convergence
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• v.20 no.5
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• pp.77-84
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• 2022

The purpose of this study is to confirm the influence of E-service quality of fresh product quality, logistics quality, and website quality on customer satisfaction and repurchase intentions. For the analysis, we used SPSS 23.0 to perform multiple regression analysis with 284 people who have purchased fresh food from China E-Services. The research results show that the better the E-service quality, the more positive (+) impact it has on customer satisfaction. In the relationship between E-service quality and purchase intention, customer satisfaction has a media effect. Through the analysis of the results, in order to improve customer satisfaction, it is necessary to focus on the quality of fresh food, provide excellent logistics, and allow customers to use convenient websites. This study only studies the general environment of E-services in the fresh food market, and will recommend specific implementation for one company in the future.