• 한국정보시스템학회지:정보시스템연구
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• 제14권2호
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• pp.155-172
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• 2005

Securities companies which faced with severe competition should not only attract new customers but also retain their on-line customers. This study examines the factors affecting loyalty of on-line stock trading customers. The research model based on the previous studies was established and the research hypotheses were generated. The test results based on the data gathered from 87 users of on-line stock trading services show that user satisfaction, learning cost, transaction fees, and reputation influence customer loyalty. User satisfaction, learning cost and reputation are positively related to customer loyalty, whereas transaction fee is negatively related to customer loyalty. The results also support that information quality and system quality are positively related to user satisfaction. The hypothesis that transaction fee is related to user satisfaction is not supported. There is no significant information to say that security risk is related to user satisfaction. It is considered that the study results may help managers to increase customer retention.

• 한국프랜차이즈경영연구
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• 제8권2호
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• pp.37-47
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• 2017

Purpose - Recently, the food service franchise market is experiencing rapid growth and competition is intensifying. Therefore, consumer choice has expanded, and reputation management has become important as a strategy for survival of corporations. Based on previous studies, this research proposed the theoretical framework about the structural relationships among reputation, trust(cognitive trust, affective trust), and loyalty. Research design, data, and methodology - This study examined the structural relationship between reputation, trust, and loyalty from the customer's perspective. Based on comprehensive validation procedures across nine food service Franchise firm types, This study found support for a five-dimensional scale with the following dimensions: Customer Orientation, Employer Brand, Reliable and Financially Strong Company, Product and Service Quality, and Social and Environmental Responsibility. In order to verify the research purposes, research model and hypotheses were developed. The data were collected from 227 food service franchise consumers through online survey. The data was analyzed with SPSS 24.0 and Amos 23.0 statistical program. Result - The results of the study are as follows. First, customer orientation, reliable·financially strong company and product·service quality have significant impact on corporate cognitive trust. And employer brand, product/service quality and social·environmental responsibility have significant impact on corporate affective trust. Second, cognitive trust and affective trust have significant impacts on consumer loyalty. Conclusions - The implications of this study are following as: From the theoretical perspective, this study considers trust as two dimensions such as cognitive and affective, not a single dimension, and identify what dimensions of franchise firms affect consumers' reputation perception and in turn lead cognitive and affective trust, and loyalty. This study also provides several managerial implications. In the franchise market where competition is intensifying, it is very important to analyze the attitudes of consumers in order to gain an advantage in competition with other competitors. In this study, it is meaningful that the study was conducted on consumers who have experience using a restaurant franchise company. Also, reputation is necessary to pay attention to the company because it is an important variable that strengthens with customer through confidence in food service franchise business, and leads loyalty and consumer consumption. Therefore, marketers should develop marketing strategies considering various reputation factors.

• 서비스연구
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• 제7권2호
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• pp.17-41
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• 2017

전 세계적으로 핀테크(FinTech) 방식의 금융 서비스가 활성화되면서 모바일 결제 시장에 대한 관심이 높아지고 있다. 따라서 모바일 간편 결제 서비스의 이용 의도에 영향을 미치는 요인은 무엇이며 이용 행위를 저해하는 요인에는 무엇이 있는지 파악하기 위하여 본 연구는 모바일 간편 결제 서비스 이용 고객의 만족과 충성도에 영향을 미치는 요인을 찾아내고, 이러한 요인들에 전환장벽이 유의한 영향을 미치는지에 대해 검토한다. 이러한 연구는 모바일 기반 결제 서비스의 지속적인 성장과 신규 고객층의 확산을 위한 시사점을 찾는 데 도움이 될 것이다. 이를 위하여 설문조사를 실시하고, 수집된 자료를 바탕으로 제시된 구조방정식 연구 모형을 통해 검증을 실시하였다. 분석 결과, 고객들이 지각하고 있는 기업에 대한 가치 즉, 기업 명성은 고객 만족도와 충성도에 유의한 영향을 미치는 것으로 나타났다. 서비스 품질 요인 중에서는 편의성과 보안성이 고객 만족도에 영향을 미치는 것으로 나타났고, 이러한 고객 만족도는 충성도에 영향을 미치는 것으로 나타났다. 또한, 전환장벽 중에서는 계약비용, 연속비용, 학습비용, 대안의 매력 그리고 서비스 회복 요인이 고객 만족이 서비스에 대한 충성도로 이어지는데 조절효과로서의 영향을 가지는 것으로 나타났다. 따라서 모바일 간편 결제 서비스 시장에 진출하려는 서비스 제공 기업은 높은 서비스 품질로서 고객 만족도를 증가시키는 동시에 서비스의 전환장벽을 증가시키기 위해 노력해야 한다. 특히, 고객 충성도는 서비스의 수익성과 장기 성장과도 밀접한 관련이 있으므로 이를 관리하고 높일 수 있는 방안을 지속해서 개발해야 한다.

• 통상정보연구
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• 제12권2호
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• pp.357-381
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• 2010

The purpose of this paper is to investigate the effects of consumer's preferences for foreign products and extrinsic cues such as brand, country of origin, and corporate reputation on the consumer's evaluation which includes the construct of perceived quality, and loyalty. In addition, this paper is aimed to provide Korean firms insights in strategic approaches about foreign consumers behavior. A conceptual model is developed and empirically tested against a sample of university students in Korea, who have buying experience of products from multinational firms. 290 samples were used for this analysis. Results of multiple regression analysis using SPSS 18.0 show that consumer's preferences for foreign products, brand awareness, and corporate reputation have a significant effect on the perceived quality of the product from multinational firms. The most important factor to influence the perceived quality was found to be a corporate reputation. But country of origin had not significant effect. Also it is found that both product and product related service quality are positive and statistically significant in explaining the customer's loyalty. Implications for increasing perceived quality and customer's loyalty for Korean products in the global market are discussed.

• The Journal of Asian Finance, Economics and Business
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• 제8권4호
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• pp.145-150
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• 2021

The trend of globalization leads an increased need for international freight transportation and accelerates the development of the international logistics industry. The objective of this paper is to identify the critical factors that affect the choice of logistics service provider (LSP). The data sample was collected through a questionnaire, responded by 218 companies that outsource logistics services. The analysis uses descriptive statistics; exploratory factor analysis (EFA) and regression analysis were conducted with SPSS. The role of capabilities, customer service, and company reputation were evaluated and tested. Our findings show that capabilities and customer service have a considerable impact on the choice of LSP. The findings also indicate that company reputation do not have significant impact on the choice of LSP. They also showed that the capabilities is the variable that has the most significant effect on the choice of LSP. An implication of this study is that the competition should not only focus on pricing, but should be extended to improving enterprises capabilities, i.e., upgrading human resources, modernizing the modes of transportation, expanding business geographically and developing new technologies. Our study provides LSP managers with insights into how to meet customer expectations in the competitive logistics service sector.

• The Journal of Asian Finance, Economics and Business
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• 제7권2호
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• pp.195-204
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• 2020

Customer loyalty is a desired and essential result for companies in a business environment with a lot of competition, of which the fashion industry is no exception. For the fashion industry, the competition between businesses is increasingly fierce with the appearance of tailored fashion brands for each customer, also known as a designed fashion brand. The objective of this study is to examine the relationship between the antecedents of the relationship (reputation of designer, social media marketing) and customer relationship (trust and intimacy), and loyalty of customer for a designed fashion brand. The mixed research method is used to achieve research objectives with qualitative and quantitative research method. Qualitative data was collected through in-depth interview with 12 participants in Ho Chi Minh City, while quantitative data was collected by a survey of 799 respondents in Ho Chi Minh City and Hanoi City. The results show that the antecedents of relationship marketing positively affect on customer relationship and customer loyalty. Moreover, customer relationship has a positive impact on the customer loyalty when shopping for fashion products. From the research results, some managerial implications are also proposed for the designed fashion brands to improve the relationship marketing performance.

• 경영과학
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• 제18권1호
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• pp.15-28
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• 2001

This paper investigates the service quality determinants in management consulting. Quality dimensions in SERVQUAL research, as well as several dimensions specific to the consulting service, have been reviewed. A survey has been conducted by carefully developed questionnaires for the hypothesized eight quality dimensions. The results of the statistical analyses support the eight quality dimensions in the consulting service : reliability, assurance, responsiveness, empathy, ethics, participation, communication, and reputation. The results demonstrate that reliability, assurance, participation, and reputation are especially influential in determining customer satisfaction. The research results provide useful insights for a customer in assessing alternative service providers and foreseeing the outcome from the chosen consultants.

• 한국병원경영학회지
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• 제16권3호
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• pp.115-132
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• 2011

Prior research in medical service field have mainly focused on service quality, satisfaction, and choice attributes of hospital. However, a little research has been done on "Which service quality attributes are more preferred by customer motivation(customer regulatory focus)". This study examines how regulatory focus affects the structural impact relationships of service quality and emotion(quiescence) on perceived value in medical service context. Especially, this research draws the moderating effects of regulatory focus between medical service quality, emotion, and perceived value. The Results were summarized as follows: The relative impacts of medical service quality on customer emotion are different depending upon the regulatory focus. Hospital reputation is shown to be more important factors in prevention-oriented customer, while physical environment is the case in promotion-oriented customer. The relative impacts of medical service quality and emotion on perceived value are different depending upon the regulatory focus. Hospital reputation, convenience, and accessibility are shown to be more important factors in promotion-oriented customer, while physical environment is more important in prevention-oriented customer. Also, emotion has a positive influence on perceived value in prevention-oriented customer, whereas the effect of emotion is not significant in promotion-oriented customer.

• 한국정보시스템학회지:정보시스템연구
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• 제24권2호
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• pp.1-22
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• 2015

Purpose This study identified the factors influencing on the continuous purchase of social commerce and analyzed the proposed model empirically using structural model. Design/methodology/approach Five independent factors such as economic benefit, social pressure, personal innovativeness, security and reputation and two mediating factors such as value perception and trust were extracted and relationships were explored. This study was carried out through customer survey and statistical analysis on the survey. Findings The result showed that three independent variables such as economic benefit, social pressure and security significantly affected on value perception and trust. Moreover, personal innovativeness and reputation did not have significant influence on customer purchase intention showing different result from the cases of traditional electronic commerce. The results of this study are meaningful in that factors affecting customer purchase intention in social commerce were identified from comprehensive perspective and the importance of customer profit and social influence was verified through empirical study in social commerce.

• 융합경영연구
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• 제12권4호
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• pp.37-49
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• 2024

Purpose: This research is motivated by the rise of live-streaming commerce in service industries, aiming to explore factors affecting service product purchases in live-streaming commerce. Extracted independent factors include information provision, vicarious experience, social interaction, visibility, and emotional transmission. Additionally, this study aims to discern the moderating effect of brand reputation in the relationships between independent factors and customer intention to purchase service products in live-streaming commerce. Research design, data and methodology: This study employed a questionnaire survey to collect data and analyzed collected data with statistical analysis methods, including exploratory factor analysis and multiple regression analysis. Results: The analysis results say three factors significantly influenced purchase intentions in live-streaming commerce: information provision, emotional transmission, and price discount. Brand reputation also significantly affects customers' intention to buy service products in live-stream commerce.