• Journal of Information Technology Services
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• v.9 no.3
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• pp.1-23
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• 2010

The mobile customer center is one of major customer service channels to gain company's competitive advantage, to establish new correlations between customers and service value, and to respond quickly to customer needs. This study attempted to investigate the effect of mobile customer center's quality on customer satisfaction, trust, and loyalty. For this purpose, we divided quality factors of mobile customer center into mobile service quality and content quality, and then empirically analyzed their impact on customer satisfaction, customer trust, and loyalty. The research result showed mobile service quality and content quality having significant association with customer satisfaction and trust. Moreover, customer satisfaction and trust were closely related to customer loyalty. However, there was no significant difference in the factors affecting customer satisfaction and trust according to the levels of personal innovativeness. It is hoped that this study provides academic foundations for further research on mobile customer center and serves as a useful guideline for operating customer service channels successfully.

• East Asian Journal of Business Economics (EAJBE)
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• v.9 no.3
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• pp.45-56
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• 2021

Purpose - The research was conducted to understand how the values of customers using airline SNS affects customer satisfaction and trust. By finding out which characteristics of customer values lead to customer satisfaction and gaining trust, research concludes with suggestions for various airlines to utilize such characteristics to maintain customers through SNS. Research design, data, and methodology - The data were collected from May to July 2020 for two months from the people who used SNS operated by domestic airlines. 342 samples were selected and used as final samples for the study. Result - The results of the relationship between customers' values and customer satisfaction amongst those who use airlines' SNS show that practical, pleasure and social components all have a positive effect on customer satisfaction. The relationship between customers' values and customer trust amongst those who use airlines' SNS show that practical and pleasure components have a positive effect on customer trust while social component didn't yield a positive impact on customer trust. Conclusion - Identifying and understanding SNS users' value structure and providing specific guidelines for customer value components can help demonstrate the causal relationship between customer value components, customer satisfaction, and trust. Also, evidence of applicable customer value theory could be provided.

• Korean Journal of Community Nutrition
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• v.5 no.2
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• pp.225-235
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• 2000

Service quality has become an important factor to meet customer satisfaction in the food service industry where competition is getting severe. Organizations are focused upon strengthening customer loyalty through customer satisfaction. Therefore, this study, taking customers as subjects, is intended to analyze factors affecting customer loyalty, on the basis of service quality satisfaction. In doing. so, the analysis has been done with 232 customers who are purchasing service from the food services industry, for general information, and service quality expectation, service quality satisfaction and overall satisfaction. The results of the study are as below. 1) From a factor analysis, the service quality expectation level of customer has been categorized into 4 factors, which are named General ′General management ′, ′Food′, ′Reliability′and ′Reputation′. 2) From the factor analysis, the service quality satisfaction level of customer has been categorized into 6 factors, which are named ′Employee attitude′, ′Food′, ′Reliability′, ′Atmosphere′, ′Reputation′ and ′Price′. 3) After classifying customers into 3 groups according to two criteria-"will buy the service again" and "will suggest to others", a comparison has been done for the service quality expectation dimension of customers by each customer group. The result shows that the group having both the "will buy the service again" and "will buy the service again "and "will suggest to others" criteria, that is, with higher customer loyalty, tend to have higher point than other group in factors of ′Food′, ′Reliability′, ′Reputation′(p〈.05). 4) As per the dimension of customer\`s service quality satisfaction level, factors like ′Employee attitude′, ′Food′, ′Reliability′, ′Atmosphere′, ′Reputation′, and ′Price′have shown differences according to each loyalty group(P〈.001). 5) Customers′overall satisfaction level according to each customer loyalty group has been found to be more important for the group having a higher loyalty level(p〈.001) 6) From the discriminant analysis with employing judging variables, such as the customer′s service quality expectation level, service quality satisfaction level and general satisfaction level, customer loyalty groups have been identified as accurately as 68.9% of the explanatory power.

• Journal of Distribution Science
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• v.15 no.1
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• pp.57-70
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• 2017

Purpose - This study examined the effects of CRM success factors on business performance and customer performance, and the effects on job performance and customer performance through internal member satisfaction by considering of technology, organizational environment and customer relationship factors in CRM success factors from banking sectors. Research design, data, and methodology - An online questionnaire was conducted to 251 employees in banking sectors. The data were analyzed by SPSS 22.0 and Amos 21.0. CRM success factors, internal member satisfaction, job performance, and customer performance were analyzed by descriptive statistics and Pearson's correlation analysis. The bootstrapping in structural equations was conducted to verify the mediating effect of internal member satisfaction. Results - Internal members' satisfaction had a positive effect on job and customer performance. It mediated the relationship between organizational environment, customer relationship factors and job performance. It also mediated the relationship between organizational environment and customer performance. Conclusions - If internal members' relationship with customers is improved by the members' satisfaction, customer retention, customer satisfaction, and work performance will be achieved. The stability and usability in CRM system support jobs effectively, but the internal members did not feel their job satisfaction. Thus, they did not show a positive effect on job and customer performance.

• The Korean Journal of Franchise Management
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• v.15 no.1
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• pp.43-60
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• 2024

Purpose: According to previous studies, customer experience had a significant effect on consumer behaviors. In this perspective, this study investigates the structural relationship among customer experience, resort use satisfaction, and customer behavioral intentions, with focus on the mediating role of resort use satisfaction. Research design, data, and methodology: Data collected from 361 individuals who had experienced the resort service were analyzed using SPSS 29.0 and AMOS 29.0, involving frequency analysis, HTMT, reliability analysis, correlation analysis, confirmatory factor analysis, and structural equation model testing. Result: Firstly, cognitive, and relational experiences had significant effect on resort use satisfaction. Secondly, resort use satisfaction had significant effect on customer behavioral intentions. Thirdly, resort use satisfaction had partial mediating effects in the relationship between customer experiences and customer behavioral intentions. Conclusion: This study academically confirmed the empirical link between customer experience and consumer behaviors. From a practical standpoint, it suggests the necessity of marketing activities that enhance customers' perception of their experiences, as well as resort use satisfaction and customer behavioral intentions, through systematic CS education and management of the physical environment.

• Journal of the Korea Safety Management & Science
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• v.9 no.6
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• pp.205-214
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• 2007

Nowadays the customer is classified with external customers and the inside customers. Which are not only end users who consume products but also all people who contribute to their earnings through the management activity of the enterprise. Furthermore, the fact that the external customer satisfaction index and inside customer satisfaction index are closely related is supported by many researches. It is interpreted if the inside customer satisfaction is not improved, achievement of the external customer satisfaction cannot be easy. In this paper, First, we will deduce the inefficient index through DEA model in each department after setting up the weight of items of inside customer satisfaction and measuring them. Second, as well as research entire models about improvement methods of inside customer satisfaction getting improvement methods for reaching a goal in the minimum amount of efforts.

• Korean Security Journal
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• no.36
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• pp.111-137
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• 2013

The purpose of this study is to examine the effects of electronic security service quality satisfaction and customer satisfaction on switching barrier and customer loyalty. Survey questionnaires were distributed to business owners in Seoul that are using electronic security system and the total of 500 copies were used as research data except 60 copies with insufficient responses. The results are as follow. First, as for the effects of electronic security service quality satisfaction on electronic security customer satisfaction, it indicates that the higher electronic security service quality satisfaction achieves, the more it has positive effects on electronic security customer satisfaction. Second, as for the effects of electronic security service quality satisfaction on switching cost, it indicates that the higher electronic security service quality satisfaction achieves, the more it has positive effects on switching cost. As for the effects of electronic security service quality satisfaction on human relations, it indicates that the higher electronic security service quality satisfaction achieves, the more it has positive effects on human relations. It indicates that the effects of electronic security service quality satisfaction on alternative attraction was not meaningful. Third, as for the effects of electronic security customer satisfaction on switching cost, it indicates that the higher electronic security customer satisfaction achieves, the more it has positive effects on switching cost. As for the effects of electronic security customer satisfaction on human relations, it indicates that the higher electronic security customer satisfaction achieves, the more it has positive effects on human relations. But, it indicates that the effects of electronic security customer satisfaction on alternative attraction was not meaningful. Fourth, As for the effects of electronic security service quality satisfaction and electronic security customer satisfaction on customer loyalty, it indicates that the higher electronic security service quality satisfaction achieves, the more it has positive effects on customer loyalty. As for the effects of switching cost on customer loyalty, it indicates that the higher switching cost achieves, the more it has positive effects on customer loyalty. As for the effects of alternative attraction on customer loyalty, it indicates that there is no meaningful relation between alternative attraction and customer loyalty. But, effects of human relations on customer loyalty, it indicates that there is no meaningful relation between human relations and customer loyalty. Based on the above results, it is noticeable that in the effects of electronic security service quality satisfaction and electronic security customer satisfaction on switching barrier, all of them had meaningful effects except for alternative attractiveness. This signifies that switching barrier factor can increase when the service quality of electronic security and customer satisfaction increase. In other words, it can be said that increased awareness of electronic security service quality satisfaction and electronic security customer satisfaction by electronic security users can lead to high customer loyalty by establishing switching barrier through such increased awareness.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.2 no.4
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• pp.103-133
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• 2007

The purpose of this study is to investigate whether customer satisfaction is affected by the expenditure for the customer satisfaction such as advertising, promotion, and training. This study also investigate whether the financial performance of the firm is affected by the customer satisfaction. The major findings are summarized as following. First, the customer satisfaction is affected by the expenditure for the customer satisfaction such as promotion, training. But customer satisfaction is not affected by advertising cost. Second, considering the time-lag and incremental valiables, the relationship between customer satisfaction and expenditure for the customer satisfaction is not founded. Third, the customer satisfaction affects positively on the corporate financial performance, such as ratio of operating income to sales, ratio of net income to sales, return on total assets, and return on equity. Finally, considering the time-lag the relationship between customer satisfaction and financial performance is not founded. Considering the incremental valiables, the relationship between customer satisfaction and financial performance is founded when ratio of operating income to sales and return on total assets are used financial performance. These findings imply that the expenditure for promotiom and training is needed to increase the customer satisfaction. Also improvement customer satisfaction is needed to increase the financial performance. The limitations of this study are as following. First, this study could not consider the other variables that would affect on the relationship among expenditure for customer satisfaction, level of customer satisfaction, and financial performance. Second, the results of this study are difficult to generalize because this study is focused on the service industry.

• Journal of Korean Society for Quality Management
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• v.41 no.4
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• pp.499-512
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• 2013

Purpose: Quality Innovation Managements recently focus on developing relationship with customers to meet their requirements and enhance loyalty in the competitive environments in Countries. The purpose of this study is to explore the effects of innovation, quality, satisfaction and customer loyalty. Methods: After reviewing the literatures, the structural equation modeling (SEM) was conducted test the research model. The data was collected from Quality Leader by the questionnaire In Korea and China. Results: The results of SEM show that hardware innovation quality have a positive effect on customer satisfaction. Customer Satisfaction have a positive effect on customer satisfaction. Conclusion: The authors demonstrate that the hardware innovation quality is related positively to customer satisfaction. And customer satisfaction has a positive effect on customer loyalty. A number of notable findings are reported including the empirical verification that hardware innovation quality, customer satisfaction, and customer loyalty may all be directly related to business performance.

• The Journal of Industrial Distribution & Business
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• v.9 no.2
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• pp.27-38
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• 2018

Purpose - This study centers on field surveys aimed at deriving the customer satisfaction factors of customer support centers that are positioned between suppliers and consumers in the supply chain. They consists of manufacturing, sales, distribution, consumption and collection, and that are in charge of core functions for suppliers' customer satisfaction management and consumers' satisfaction with consuming activities. Research design, data, and methodology - The customer satisfaction factors of customer support centers were derived through literature review and expert opinion surveys, and a questionnaire was developed through a process of the refinement of variables using pilot tests and 330 questionnaire sheets were distributed. The questionnaire sheets were collected and opinions in them were analyzed using fuzzy AHP methodology. Results - Three factors, which are turnover intentions, motivation, and job satisfaction, were derived as customer satisfaction factors of customer support centers, and the ranking relationships of these three factors were analyzed. In addition, the ranking relationships among six execution variables of turnover intentions, 10 execution variables of motivation, and 10 execution variables of job satisfaction were analyzed using fuzzy AHP methodology to obtain quite significant results. Based on the results of this study, three implications in the three strategic aspects and an implication in the academic aspects are presented. Conclusions - Motivation and job satisfaction, job satisfaction and turnover intentions, and motivation and turnover intentions are not formed by independent or different factors or environments. They are in the same context with each other (maintaining high correlations) and are in the relationships of virtuous circles in which they complement each other.