• 디지털융복합연구
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• 제11권1호
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• pp.139-144
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• 2013

본 논문은 고객만족도 조사가 지니고 있는 현실적인 문제점의 개선 방법에 관한 탐색적 연구다. 고객만족도 수준이 높아질수록 만족고객의 비율이 높아지는 것은 당연한 현상이라 할 수 있는데, 실제 조사 측면에서는 만족응답으로의 쏠림현상이 두드러져, 데이터 분석의 구조적 한계와 함께 고객만족 개선안 도출의 유용성이 낮아지고 있다. 이러한 문제점을 해결하기 위해서는 만족고객을 재분류하여 보다 전략적인 의미를 도출하고 만족 고객의 불만족 요인을 찾아내기 위한 연구가 필요하다. 본 연구에서는 만족고객을 재분류를 위한 3가지 방법인 세부속성의 복합점수를 이용하는 방법, 만족/불만족 2차원 모형을 적용하는 방법, 만족 고객을 세분화하는 방법을 사례연구를 통하여 서로 비교분석하였다. 사례연구결과, 본 연구결과는 향후 고객만족도 조사가 다양하고 입체적으로 분석되어 고객만족조사의 활성화는 물론, 고객만족경영 향상을 위한 유용한 자료로 활용되리라 기대한다.

• The Journal of Asian Finance, Economics and Business
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• 제9권7호
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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.

• 한국조리학회지
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• 제23권4호
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• pp.144-162
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• 2017

This research utilized integrated package program of PASW Statistics 18.0 and AMOS 22.0 to analyze how the influence of service quality factor of coffee chains affects customer satisfaction and intention of customer behavior. The utilized statistics techniques were frequency analysis, exploratory, confirmatory factor analysis, covariance structure analysis, multiple group structure equation model analysis, etc. As a result of hypothesis verification, first of all, it was verified that the service quality factor of coffee chains affected positive (+) effect on service justice. Second, it was verified that the service justice affected positive (+) effect on customer satisfaction. To see it detailed, it is possible to see that all factors, perception of interactive justice, distributive justice, procedural justice, were adopted as the case of affecting service satisfaction (p<.001). Third, it was verified that among the circumstances that service quality affected to satisfaction, justice played a role as intermediary role. Fourth, it was verified that service satisfaction affected positive (+) effect on customer satisfaction, finally, the influence that customer satisfaction affecting behavioral intention has no effect on behavioral intention by brands of domestic or abroad.

• 한국병원경영학회지
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• 제10권4호
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• pp.23-50
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• 2005

The main objectives of this study are to compare the regional differences and to analyse the affecting factors of customer satisfaction. The subjects are 9 hospitals(5 Daegu region, 4 Seoul region) patient satisfaction index that were surveyed the 2004 Hospital Accreditation Program performed by KHIDI(Korea Health Industry Development Institute) and MOHW(Ministry of Health and Welfare). The sample used in this study consisted of 450 inpatients and 454 outpatients. The survey instrument is composed of physical environment items, physician factors, nursing staff factors, ancillary staff factors, administrative procedure items, and quality of hospital stay items. And overall satisfaction, intent to revisit, and intent to recommend as dependent variables are measured. Basically, the reliability and validity of survey items was evaluated. And the T-test was performed to compare regional differences of customer satisfaction. Finally to analyse the affecting factors on overall satisfaction, and customer loyalty(intent to revisit and intent to recommend), the multiple regression analysis was used. This study shows firstly, the Daegu region's patient satisfaction level of inpatients and outpatients is lower than Seoul region. Especially, nursing staff factors and quality of hospital stay items are very low on inpatient's satisfaction. Also all independent variables except the sufficiency of goods in hospital stand are very low on outpatient's satisfaction. Secondly, as a result of multiple regression analysis, ancillary staff factors(Beta=0.281) have a significant effect on overall satisfaction of inpatient cases in Daegu region. In regard to intent to revisit and intent to recommend, physical environment factors have a significant effect. Thirdly, in Seoul region, physical environment factors(Beta=0.430) have a significant effect on overall satisfaction of inpatient cases. In regard to intent to revisit and intent to recommend, administrative procedure items and nursing staff factors have a significant effect, respectively. In conclusion, these results indicate that hospitals in Daegu region make an effort to improve the customer satisfaction level, especially, of physical environment factors on inpatients and administrative procedure factors on outpatients

• 품질경영학회지
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• 제42권4호
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• pp.665-684
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• 2014

Purpose: The purpose of this study was to test and verify on the interrelationship among Service Quality, and Customer Satisfaction and Customer Loyalty in the Humidifier Goods industry. Especially, we study on the relative importance of each CS variables by distribution channel. Nowadays, most of manufacturing companies are proceeding the product servitization, which is combined service contents with product characteristics in the field of manufacturing industries. Methods: We surveyed humidifier purchaser about the some of CS variables and analyzed it using SPSS 21.0 and AMOS 21.0 as a statistical analysis tool. We use the frequency analysis, confirmatory factor analysis, multi-regression analysis and structural equation modeling analysis for our empirical study. Results: As the result of study, we find that Service Quality(SQ) influence Customer Satisfaction(CS) and CS influence Customer Loyalty(CL). Also, we verify that CS works mediate interaction on the effects between SQ and CL. And there are the significant relative effect of SQ to Customer Satisfaction in some of distribution channel. Conclusion: Finally, we make certain that the market size of the Humidifier goods industry will be increased rapidly. And the distribution channe l is more important to medium and small-sized enterprise. So, we have to pay attention to the study on the distribution channel of the Humidifier goods industry. And then, we expect more researches and studies on Service Quality and Customer Satisfaction in the field of manufacturing industries.

• 한국IT서비스학회지
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• 제13권4호
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• pp.139-153
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• 2014

The purpose of this study is to examine the impact of relationship quality on customer value, customer satisfaction and relationship retention intention in the B2B transaction relationship. For the empirical study, we conducted a survey of the PCB corporation's client companies and used 110 surveys of them for analysis. The results of this study are summarized as follows : First, trust, relationship satisfaction, unity and performance as factors of relationship quality had significantly positive effect on relationship retention intention by the medium of customer satisfaction. Second, utilitarian value which is a parameter did not have significantly effect on customer satisfaction and relationship retention intention. Whereas, hedonic value which is influenced by relationship satisfaction, unity and performance had significantly positive effect on customer satisfaction and relationship retention intention. These results are not treated weightily in the preceding studies and managing the hedonic value in B2B transaction relationship is considered important to improve the customer satisfaction and relationship retention intention.

• 한국조리학회지
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• 제23권6호
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• pp.27-35
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• 2017

The purpose of this study was to examine the causal relationship among restaurant selection attributes and customer satisfaction and recommendation tastes for young people in their twenties who use tickets for Rail-ro. Data collection was conducted to utilize questionnaire survey with online and offline distribution. The collected data were analyzed using a statistical program SPSS 21.0 with frequency analysis, reliability analysis, factor analysis, and regression analysis. The results of the study showed that Internet search is the most common source of information about restaurants during the trip, and restaurant choice attributes have an important impact on customer satisfaction, food quality, employee service and reputation, but hygiene did not have a big effect on customer satisfaction. In addition, customer satisfaction has a significant effect on recommendation intention. Concluding the results from this study, it investigated the significant attributes for customers selection of restaurants and provide meaningful advice for market managers to make useful marketing strategies to attract more clients and augment economic benefits.

• 한국의류학회지
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• 제33권2호
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• pp.331-342
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• 2009

The purposes of this study were to provide the apparel companies with a effective marketing strategy by identifying the present condition of loyalty programs and designing the type of reward and the timing of reward, and to investigate the effects of loyalty programs on customers' satisfaction and loyalty. The experimental study was conducted to examine the relationship between loyalty programs and performances. The experiment, which adopted a scenario methodology, was a 2(type of rewards)${\times}$2(timing of rewards) between subjects factorial design. The sample was based on 362 college students. The data analysis was completed on the basis of SPSS 12.0 package, using descriptive analysis, frequency, factor analysis, Cronbach's a, ANOVA, and regression analysis. The following results were found in this research. First the respondent's recognition of reward(benefit, reserve fund, experience) was not relatively high. Second, the interaction effect of type of rewards and timing of rewards on the loyalty programs' satisfaction(p<.01) and customer loyalty(p<.001) was significant, but that on customer satisfaction was not significant. Finally, loyalty programs' satisfaction positively affected customer satisfaction and loyalty. The implications of the research and directions for future researchers were discussed.

• 한국조리학회지
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• 제12권1호
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• pp.173-187
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• 2006

This study explored the quality of menu and customer value and satisfaction in Italian restaurants. From the result of the research, the menu and the quality of hotel restaurants had an important effect on the customer satisfaction, and the menu and its quality were closely related to each other. Specially, the price of the menu had an effect on the customer satisfaction directly. The customer value has a more direct effect than Italian menu and the importance of the menu perceived by the customers in Italian restaurants had a relatively less effect than the importance of menu information. In the result of the factor analysis, the more the menu was perceived appropriately, the better the customer value was. It was approved that Italian menu had positive (+) influence on the customer satisfaction. The more the quality of Italian cooking was perceived, the higher the customer value was. And the higher the customer value was, the better customer satisfaction was.

• 한국조리학회지
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• 제14권4호
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• pp.269-282
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• 2008

Quality is recognized as one of the key components of business strategies. In this respect, this study aims to investigate quality factors that influence customer satisfaction and loyalty in Korean Tofu restaurants and promote the quality improvement in their service operations. The experimental data were collected from the questionnaire answered by 130 customers in Seoul and Kyonggi area. They were statistically analyzed using SPSS Win.12.0. For statistical analysis, frequency, factor analysis, reliability analysis, and regression analyses were conducted. The results of the analyses show that two dimensions such as "empathy" and "IT use" influence the satisfaction of customers. "Empathy", "tangibles", "well-being food", and "customer satisfaction" were identified as critical factors influencing the loyalty of customers.