• 한국의류학회지
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• 제33권7호
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• pp.1025-1037
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• 2009

This study- 1) identifies the distribution of customer equity in luxury brands, 2) identifies customer equity dimensions of luxury brands, 3) identifies the properties that influence the customer equity of a luxury brand, and 4) compares the differences in the properties of the luxury brands that influence customer equity by brand type and relationship duration. In this research, the survey method was conducted in Seoul and 500 responses were used for analysis. For the data analysis, descriptive statistics (i.e. frequency and percentage), t-test, factor analysis, and multiple-regression analysis were used through the utilization of the SPSS 12.0 program. The results of this study are as follows: First, the distribution of customer equity are found to be 50.8% of the customer equity distributes under 1 million Korean won and 34.8% between 1 million won and 3 million won. Second, the luxury brand dimension consists of 6 factors, 'differentiated brand image', 'personal ties', 'qualitative trust relation', 'rational price value', 'store value', and 'convenience value'. Third, the higher 'differentiated brand image', 'personal ties', 'qualitative trust relation', 'store value', and 'convenience value' were related to a higher customer equity. Fourth, in the case of the consumer group having a long-term relationship, the higher' differentiated brand image', 'personal ties', and 'store value' were related to a higher customer equity. Also, in the case of the consumer group of the traditional luxury brands, the higher 'personal ties', 'differentiated brand image', 'qualitative trust relation', and 'store value' were related to a higher customer equity.

• 산경연구논집
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• 제9권12호
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• pp.31-43
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• 2018

Purpose - Smartphone shopping malls provide customers with a variety of tangible and intangible services including web sites, web design, use convenience, information for products and shopping and various after services. Accordingly, it is needed to expand and classify service qualities based on the various services provided by smartphone shopping malls, and then analyze path structures of smartphone shopping malls' qualities → customer satisfaction → behavioral intention. The purpose of this study is to categorize the qualities of smartphone shopping mall users based on the e-SERVQUAL by Lee(2002) and the SERVQUAL by Parasuraman et al.(1988, 2005), the smartphone shopping malls' service qualities based on service quality of smartphone shopping malls used in the previous use studies, and the Website quality factors of service industry and to analyze path structure of smartphone shopping mall's qualities → customer satisfaction → behavioral intention on college students in order to confirm the system of smartphone shopping malls' qualities. Research design, data, and methodology - This study's survey was carried out on the college students of university located in northeastern of Seoul. It was from December 7 - 15, 2017, and a total of 240 questionnaires were distributed, with 228 collected. Of them, effective questionnaires used in the final study were a total of 201 except 27 that couldn't be used. In this study, empirical analysis was done with factor analysis, correlation analysis, multiple regression analysis, simple multiple regression analysis and moderating regression analysis by using Statistics Package SPSS18.0. Results - The study results are as follows: First, smartphone shopping malls' qualities were classified into six categories like customer system quality, Web design quality, convenience quality, information-offering quality, service quality, and product quality. Second, it showed that system quality, Web design quality, and information-offering quality had a positive impact on customer satisfaction, respectively. Third, it suggested that quality factors of smartphone shopping mall users had a positive impact on customer satisfaction in the order of quality, information-offering quality, system quality and Web design quality. Finally, it showed that customer service quality, product quality, and convenience quality did not have a positive impact on customer satisfaction. In addition, it said that customer satisfaction of smartphone shopping mall users had a positive impact on behavioral intention and thereby, the higher the customer satisfaction was, the higher the relations between reuse intention and recommendation intention were. Meanwhile, moderating regression analysis showed that trust did not have moderating effect in the relations between customer satisfaction and behavioral intention. The above study revealed that smartphone shopping malls' qualities were classified into six categories and it was possible to generalize after empirical analysis was made in the path structure. Conclusions - Smartphone shopping mall users consider usefulness of obtaining shopping information and quality on quick and abundant shopping information more important than access environment of smartphone shopping malls and kind services of smartphone shopping mall managers. Thereby, smartphone shopping mall marketers need to take service qualities like system quality and information-offering quality into more consideration.

• 산경연구논집
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• 제10권4호
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• pp.43-56
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• 2019

Purpose - The purpose of this study is to classify the quality factors of chicken restaurant customers with the service quality based on the SERVQUAL, the quality factors based on the selection attributes and service qualities of chicken restaurants used in the previous studies. Research design, data, and methodology - This survey was carried out on the students of Kangwon University in Samchuk City, Kangwon Province from November 20 - November 30, 2017, and a total of 260 questionnaires were distributed, with 222 collected. Of them, effective questionnaires applied in the final study were a total of 193 except 29 that couldn't be used. Results - The findings of this study are as follows: Firstly, chicken restaurants' quality factors were divided into seven categories like cleanliness, service encounter quality, product quality, aesthetics, overall interior, purchase quality, and convenience. Secondly, it showed that service encounter quality, purchase quality, and cleanliness had a positive impact on customer satisfaction, respectively. Thirdly, it showed that service encounter quality, purchase quality, and cleanliness had a positive impact on trust, respectively. Fourthly, it showed that customer satisfaction had a positive impact on behavioral intention. Additionally, it suggested that customer satisfaction of chicken restaurant consumers had a positive impact on behavioral intention and thereby, higher customer satisfaction leads to higher levels of reuse and recommendation intention. Lastly, after checking the effect relations of trust between customer satisfaction about chicken restaurant and behavioral intention, it was analyzed that customer satisfaction has a positive impact on trust and trust has a positive impact on behavioral intention. On the other hand, it showed that trust have a partially mediating effect in the relations between customer satisfaction and behavioral intention. But, it showed that product quality, aesthetics, overall interior, purchase quality, and convenience did not have a positive impact on customer satisfaction. Conclusions - Chicken restaurant consumers put more priority on friendly and good services of chicken restaurant staff in service encounter and delivery order, rather than on reasonable price and discount systems. Thereby, chicken restaurant marketers need to take factors like service encounter quality, cleanliness into more consideration.

• 한국의류학회지
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• 제27권9_10호
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• pp.1060-1071
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• 2003

This study was intended to identify customer's response to CRM of fashion business.488 questionnaires were distributed to male and female respondents aged 16 to 55, and then analyzed by descriptive statistics, oneway-ANOVA, chi-square test, and factor analysis. As a result of customer information management, respondents evaluated taste, interest and demographic informations as most valuable. But they did not value personal and credit information. For CRM concept, 4 factors were determined: continuous care and suggestion, particular service to important customer, customer management program development, and customer convenience consideration. For CRM activity, 3 factors were determined: customization, information offering, and programmed service strategies. Respondents were having positive attitude toward CRM concept and activity of fashion business. Among customer loyalty programs, they affected by immediate and direct programs most. The preference of customer contact methods was differentiated by sex and age groups. Males and teenagers preferred e-mail, and females preferred catalog and telephone connection.

• The Journal of Asian Finance, Economics and Business
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• 제8권10호
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• pp.65-76
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• 2021

This study aims at investigating the effect of product innovation accounting on the market success of instant food and convenience food businesses in Thailand with customer response capability as the mediator. In addition, it examines the effects of management accounting systems, marketing intelligence, and technology orientation on product innovation accounting. The sample for this study is 258 instant food and convenience food businesses in Thailand. To test the research relationships, a structural equation model is used. The results of this study show that product innovation accounting has a significant effect on both customer response capability and market success. Similarly, customer response capability significantly leads to market success while it mediates the product innovation accounting-market success relationship. Testing the antecedents of the research relationships, management accounting system, marketing intelligence, and technology orientation potentially affect product innovation accounting. Accordingly, product innovation accounting is a key source of competitive advantage. Product innovation accounting must be recognized by company management as a strategic tool for competing in markets and environments. They must invest their resources and capabilities to create and develop product innovation accounting principles, as well as encouraging their staff to implement and use these principles in the workplace.

• The Journal of Asian Finance, Economics and Business
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• 제8권1호
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• pp.971-983
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• 2021

This study aims to examine the factors that affect customer satisfaction and repurchase intention of online shoppers in Vietnam. We used the anklet method to collect information by sending the online questionnaire to Vietnamese people via social media like Facebook, Zalo, and instructed participants to fill out the survey. This study collected data randomly from 597 Vietnamese individuals who have experienced online shopping. Applying both qualitative and quantitative methods, we investigated the impacts of factors (responsiveness, trust, convenience, delivery, information quality and perceived website usability) on customer satisfaction and repurchase intention. The results revealed that: (1) Information quality, delivery, convenience, and perceived website usability have the most significant impacts on customer satisfaction and intention, (2) Trust moderately affects satisfaction and repurchase intention, (3) Responsiveness has no significant influence on repurchase intention and (4) Control variables, included gender and marital status also impacted satisfaction and repurchase intention because the study found that male customers are more satisfied than female customers and single people tend to repurchase at familiar websites more than the other people. The findings suggested that six mentioned factors have different levels of impacts on customer satisfaction and repurchase intention; moreover, the demographic factors also affect satisfaction and intention to repurchase.

• 산경연구논집
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• 제15권3호
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• pp.1-9
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• 2024

Purpose: This research aimed at understanding the dynamics of consumer behavior in the context of nostalgic desserts. The primary objective is to scrutinize how different attributes like quality, health, convenience, and trend influence customer satisfaction and their subsequent decision to repurchase nostalgic desserts. Research Method: The study leverages structural equation modeling, incorporating statistical tools such as SPSS and AMOS for a thorough analysis. It involves collecting data over a specified period, followed by correlation and trend analyses to deduce patterns and relationships. Results: The findings reveal that attributes such as quality, health, convenience, and trend significantly impact customer satisfaction and repurchase intentions. Interestingly, economic factors appeared to have a negligible effect on these decisions. The study offers a comprehensive understanding of the factors that influence consumer decisions in the context of nostalgic desserts, providing valuable implications for both academic research and practical marketing strategies. Conclusions: The insights garnered from this research are pivotal for formulating marketing strategies for nostalgic dessert brands. It underscores the importance of accentuating quality, health, and trend in product offerings to boost customer satisfaction and encourage repurchases. The study also sheds light on the evolving nature of consumer preferences and the integral role of nostalgia in shaping purchasing behaviors.

• 한국의류학회지
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• 제23권3호
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• pp.435-446
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• 1999

This study was aimed to identify the conceptualization of apparel store service quality and to investigate the dimensions of apparel store service quality. Apparel store service involves tangibles like employees and equipment and intangible like policy convenience and credit. Apparel store service quality is composed mlti-dimentionally. In the empirical research a questionnaire was developed and statistical data were collected during June 1998. The subjects were 244 women in the age of 20's SAS were used to analyze collected data. Frequency percentage mean STD, factor analysis and Cronbach's a were applied. From the results of analysis the apparel store service quality were classified into four dimenstions ; salesperson(7 items) VMD(6 items) reliable policy(5 items) and customer convenience (3 items)

• 한국응용과학기술학회지
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• 제40권6호
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• pp.1322-1329
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• 2023

본 연구는 국내 풋살장의 효율적인 운영 전략을 위한 기초자료를 제공하기 위해 선택속성이 고객만족 및 참여의도에 어떠한 영향력이 있는지를 검증하고자 했다. 따라서 국내 풋살장을 이용한 사람들을 표본으로 선정했으며, 편의표본 추출방법을 활용했다. 최종분석은 271부의 자료를 활용했다. 자료처리는 SPSS(ver. 21.0) 프로그램으로 빈도분석, 요인분석 및 신뢰도 분석, 상관분석, 단순 및 다중회귀분석을 실시했다. 연구결과는 첫째, 국내 풋살장 선택속성은 서비스, 편의성, 가격, 시설 순으로 고객만족에 유의한 영향이 있었다. 둘째, 고객만족이 참여의도에 유의한 영향이 있었다. 셋째, 선택속성은 시설, 서비스, 편의성, 가격 순으로 참여의도에 유의한 영향이 있었다. 이상의 결과들을 종합해보면 국내 풋살장들은 소비자들이 보다 편리하고 안전하게 풋살 경기를 즐길 수 있는 시설과 서비스를 제공할 필요가 있을 것으로 판단된다.

• 디지털산업정보학회논문지
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• 제12권3호
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• pp.259-271
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• 2016

This study develops an extended model to predict customer satisfaction in easy payment systems based on information systems success model. Our data was collected from easy payment systems users and analyzed using PLS. This study selected four variables as easy payment systems characteristics(convenience, variety, security, speed) along with gender being used as a moderating variable. The results showed that convenience and security are turned out to affect customer satisfaction. Additionally, the test of difference in gender revealed that with respect to gender, moderating effects exist in security and speed. This implies that this study can provide different promotion strategies according to gender. Overall, the proposed model could be used to predict customers' willingness to pay on the easy payment systems.