• Title/Summary/Keyword: Customer Satisfaction

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The Impact of Customer Value and Internet Shopping Mall on Customer Satisfaction and Customer Loyalty

  • Sun, Han-Gil
    • Journal of Information Management
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    • v.40 no.1
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    • pp.183-197
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    • 2009
  • With development of the internet, internet shopping is taking its place as one of digitalization industries transcending time and space beyond the scope of commercial activities as the means of goods sales and purchase. We studied about the relations of customer value, environment of internet shopping mall, customer satisfaction and loyalty. Customer value is customers' subjective evaluation, which is formed after their purchasing and consuming. Customer satisfaction can be characterized as post-purchase evaluation of product quality given pre-purchase expectations. Customer loyalty is a potentiality or ensure of durative relationship between customer and enterprises. Customer satisfaction functions as an antecedent of customer loyalty, while customer value does customer satisfaction. It prevents customer churn and consolidates retention, thereby constituting an important cause of customer loyalty. This study shows that customer value, environment of internet shopping mall and customer satisfaction are each found to have a direct effect on customer loyalty. The results provide empirical support for relation between customer satisfaction and loyalty. To increase customer satisfaction and customer loyalty in internet shopping mall is the primary purpose of this study. We believe that only high quality based customer programs accompanied by well designed loyalty programs can be effective in increasing customer retention.

An Integration of Kano's Model and Exit-Voice Theory : A Case Study

  • Lee, Yu-Cheng;Hu, Hsiu-Yuan;Yen, Tieh-Min;Tsai, Chih-Hung
    • International Journal of Quality Innovation
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    • v.10 no.2
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    • pp.109-126
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    • 2009
  • The purpose of this study was to examine overall customer satisfaction associated with medical service quality in Taiwan by integrated Kano's model and customer satisfaction index model. Another purpose was to confirmed nonlinear and asymmetric relationship of Customer Satisfaction and Quality Performance by the research outcome. By analyzing 1,100 patients or their family members, this study used the structural equation model (SEM) with AMOS software for data analysis. The results show that must-be attributes, one-dimensional attributes and attractive attributes had a direct effect on overall customer satisfaction, Surprisingly, overall customer satisfaction had positively influenced customer loyalty customer satisfaction had negatively influenced customer complaints. The study also found that customer complaints have direct effect on customer loyalty. Importantly, the study found out the must-be attributes, the attractive attributes and one-dimensional attributes increased, the level of overall customer satisfaction also increased. The customer satisfaction positively influences customer loyalty in medical service quality in Taiwan. The findings might reveal new insights for researchers dealing with quality of medical service and for hospital managers who devote resources exclusively to achieving highest possible levels of patient satisfaction.

Effects of perceived risk, community usage motive and price sensitivity of overseas direct purchase consumers on customer satisfaction - Focus on children's wear customers - (해외직접구매 소비자의 지각된 위험과 커뮤니티 이용동기, 가격민감도가 고객만족에 미치는 영향 - 유·아동복 구매자를 중심으로 -)

  • Kim, Ki Yeon;Hwang, Sun Jin
    • The Research Journal of the Costume Culture
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    • v.26 no.6
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    • pp.951-965
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    • 2018
  • The purpose of this study was to investigate the effect of perceived risk, community usage motive, and price sensitivity of customers who purchase children's wear directly from overseas on customer satisfaction. Specifically, this study is aimed at verifying the moderating effect of price sensitivity when perceived risk and community usage motive significantly influence customer satisfaction. A survey was conducted among consumers who experienced directly purchasing children's wear from overseas and engaging in communities. A total of 415 questionnaires were distributed, which 41 responses were insincere and excluded; thus, 374 responses were analyzed. Results of this study are as follows. First, the analysis on how perceived risk and community usage motive influence customer satisfaction reveals the significant influence of economic and social psychological risk on customer satisfaction. Moreover, informational, recreational, and social emotional usage motive have a significant influence on customer satisfaction. Second, the effect of perceived risk and community usage motive on customer satisfaction based on different levels of price sensitivity was verified. As a result, delivery and economic risks affect customer satisfaction for consumers with high price sensitivity. Moreover, recreational usage motive has a significant influence on customer satisfaction for high price sensitive consumers. In conclusion, perceived risk negatively impacts customer satisfaction. Therefore, it is essential to provide a system that can reduce the perceived risk of consumers who purchase children's wear directly from overseas.

The Influence of Quality of Physical Environment, Food and Service on Customer Trust, Customer Satisfaction, and Loyalty and Moderating Effect of Gender: an Empirical Study on Foreigners in South Korean Restaurant

  • Shin, Yong Ho;Yu, Liu
    • International Journal of Advanced Culture Technology
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    • v.8 no.3
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    • pp.172-185
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    • 2020
  • To explore the impact of restaurant service quality for foreigners in South Korea on customer satisfaction, customer trust, and loyalty from three dimensions: quality of physical environment, food quality, and service quality and the influence of perceived price on satisfaction and loyalty, a survey was conducted by collecting 202 valid questionnaires and Amos 23 was used to examine the relationships between variables. The results show that the quality of physical environment, food quality, and service quality have significant positive effects on customer trust, but only food quality has a significant effect on customer loyalty and all three have no significant effects on customer satisfaction. In addition, customer trust has a significant positive effect on customer satisfaction and customer loyalty, but the effect of customer satisfaction on loyalty has not been verified in this study. At the same time, perceived price has a significant positive effect on customer satisfaction, but no significant effect on customer loyalty. Then the study examined the moderating effect of gender by using the SEM multi-group analysis method, founding that there are no significant differences between male and female on the impact of the three dimensions of restaurant service quality on customer satisfaction, and no significant differences between male and female on the impact of perceived price on customer satisfaction and customer satisfaction on loyalty, meaning that gender's moderating effects are not valid. These conclusions of this study are useful for restaurant operators to improve the quality of the physical environment, food quality and service quality, effectively improve customer trust, and thus customer satisfaction and loyalty.

Involvement as a Moderator of Customer Satisfaction (고객만족에 대한 관여도의 조정적 역할)

  • 이공섭
    • Journal of the Society of Korea Industrial and Systems Engineering
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    • v.20 no.44
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    • pp.447-462
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    • 1997
  • Customer satisfaction is one of the major issues in current marketing research. Among many studies on this issue, the best known is the determinants of customer satisfaction. This study is focused the involvement as a moderator of customer satisfaction. The data were collected from 113 students who have an experience using or buying the products and services. The present study found that the customer satisfaction has a relation with the following major characteristics. These are: 1) The direct effect of expectation on the customer satisfaction is significant in case of high involvement service. 2) The direct effect of performance has a difference between high involvement and low involvement. 3) And the direct effect of disconfirmation on the customer satisfaction is significantly different from the levels of involvement.

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An Effect of Medical Service Quality on Relationship Quality, Customer Satisfaction and Reuse Intent in Oriental Medical Hospital (한방병원 의료서비스품질이 관계품질, 고객만족, 재이용의도에 미치는 영향)

  • Cho, Chul-Ho
    • Korea Journal of Hospital Management
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    • v.15 no.2
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    • pp.107-128
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    • 2010
  • These days, customer satisfaction and relationship quality are regarded as important mediating factor in successful hospital management. Generally, service quality affects relationship quality, customer satisfaction and reuse intent in diverse service industries, and most of researchers agree to this conclusion. This study is designed to explore medical service quality in Oriental Medical Hospital and causal relationship among medical service quality, customer satisfaction, relationship quality and reuse intention. Through conclusion of this study, we could find that Oriental medical service quality factors are composed of medical staff, subsidiary facilities, medical facilities and administration service, and they affected relationship quality and reuse intent directly and indirectly through customer satisfaction. Moreover we found that customer satisfaction and relationship quality were playing an important role as connecting bridge between service quality and reuse intent.

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The Interrelationship between Service Quality, Electronic Banking and Customer Satisfaction in the Commercial Banks in Uganda

  • Mohamud, Jibril Abdi
    • East Asian Journal of Business Economics (EAJBE)
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    • v.5 no.1
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    • pp.27-32
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    • 2017
  • The main objective of this study is to find the Interrelationship between Service Quality, Electronic Banking and Customer Satisfaction in Commercial Banks in Uganda. A review of literature was conducted to find out the relationship among Service Quality, Electronic Banking and Customer Satisfaction. The literature review confirms this relationship. A survey was conducted to collect data. The sample size of 210 commercial banking customers was drawn from different banks in Uganda. The result shows, the Electronic banking adoption was found to have a positive relationship with Service Quality, Service Quality was found to have a positive relationship with Customer satisfaction; and Electronic banking adoption had a positive relationship with Customer satisfaction. In light of the findings various recommendations were put across on how retail banks can better satisfy their customers through the use of electronic banking channels. Electronic banking adoption will then foster Service Quality where a customer's service expectations are exceeded by the actual service She/he obtains. This will then bring about Customer satisfaction where the customers find that their needs are met by the service.

Effect of Safety Factors of Public Transportation on Customer Satisfaction (대중교통의 안전요인이 고객만족에 미치는 영향)

  • Woo, Tae-Hee;Eum, Kee-Soo
    • Journal of the Korea Safety Management & Science
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    • v.13 no.4
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    • pp.81-89
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    • 2011
  • The purpose of this study is to understand the safety factors of the public transportation and recommend the experimental factors of customer satisfaction. The survey consist of 28 questions of 5 factors about users characteristics on roads, railways, ships, and flights. As a result of multiple regression analysis, we knew that there are three potential factors affecting customer satisfaction. The Factors are named 'expected', 'attitude', 'management', and the variable of factors affect customer satisfaction significantly. Therefore, it is good strategy for effective working to improve customer satisfaction that maintain attitude with safety minds, try to specialized management, and creating expectation for safety considering the difference by the type of public transportation. After considering the meaningful result, for the development of policies for customer satisfaction for safety, we have to consider expected, attitude, and management factors of workers and officials that influence customer safety and try to improve the managerial factors considering the characteristics of their own.

The Effects of Service Quality of Ship Management Company on Customer Satisfaction and Customer Loyalty (선박관리회사의 서비스품질이 고객만족 및 고객충성도에 미치는 영향)

  • KWAK, Choong-Gon;PARK, Jong-Un;BACK, In-Heum
    • Journal of Fisheries and Marine Sciences Education
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    • v.28 no.5
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    • pp.1378-1387
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    • 2016
  • The purpose of this study is to extract the factors affecting service quality, customer satisfaction, and customer loyalty and to find out what effect service quality & customer satisfaction, service quality & customer loyalty, and customer satisfaction & customer loyalty respectively. The results of hypothesis testing through regression analysis showed that the hypothesis between service quality of ship management company and customer satisfaction was accepted in terms of all 5 service quality dimensions of tangibility, reliability, responsiveness, assurance and empathy. Also, the hypothesis between service quality of ship management companies and customer loyalty was accepted in terms of all 5 service quality dimensions of tangibility, reliability, responsiveness, assurance and empathy. Lastly, the hypothesis between customer satisfaction and customer loyalty was accepted.

A Study on the Logistics Service Quality, Customer Satisfaction and Post-purchasing Behaviors in the Internet Shopping Mall (인터넷 쇼핑몰의 물류서비스 품질요인이 고객만족과 구매 후 행동에 미치는 영향에 관한 연구)

  • Yoon Jong-Hoon;Kim Kwang-Suk
    • The Journal of Information Systems
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    • v.15 no.1
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    • pp.21-48
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    • 2006
  • Recently the development of information technology and the emergence of electronic commerce have changed the model of purchase behavior in customers. This research aims to enhance the reliability of the result compared to the existing studies in internet shopping mall, and to find out the influence that logistics service quality elements has on customer satisfaction and that customers satisfaction has on the repurchase intention and word of mouth intention. To do so, prior researchs on the logistics service quality, customer satisfaction, repurchase intention and word of mouth intention was widely reviewed and the relationship between logistics service quality elements and customer satisfaction, and between customer satisfaction and repurchase intention and word of mouth intention were empirically tested. A total of 256 responses were received and analyzed from internet shopping mall. The analyses showed partial support for the affirmative effect of logistics service quality, customer satisfaction and post-purchasing behaviors in the internet shopping mall.

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