• 수산해양교육연구
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• 제24권1호
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• pp.111-122
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• 2012

This study aims to analyze a relationship marketing of freight forwarders, and based on this, customer's satisfaction, trust, and long-term relationship orientation are additionally analyzed. Through previous research, a relationship marketing of freight forwarders is considered, at the same time, the key factors of a relationship marketing is divided into reputation, physical feature, size, and professionalism. Targets of survey are companies which are registered in Korea complex transportation forward association. And a total of 292 questionnaires are collected from freight forwarder in Basan and Kyongnam from November 7 through November 18 in 2011. The result of hypothesis testing, show that relations between freight forwarders and customers is mightily important. In the future research, what effects of maintaining relation between freight forwarders and customers should be analyzed.

• 융합경영연구
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• 제10권6호
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• pp.47-57
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• 2022

Purpose: This study explored the relationship between product characteristics and customer purchase intention in cross-border online shopping. Research design, data, and methodology: Through literature review, the research model of product characteristics and consumers' purchase intention is constructed, and trust is taken as a medium variable. Based on the survey data of Chinese consumers, empirical analysis and hypothesis verification are conducted. This study used SPSS version 21 to confirm the reliability and validity of the research model. To confirm the media effect of the model in this study, the Sobel Test was used. Results: The results of hypothesis identification of this research model showed that 8 of the 11 hypotheses were adopted and 3 were rejected. Results confirmed the relationship between product characteristics (specification, diversity, reputation, novelty, quality) and customer purchase intention. Conclusions: The result from this study had particular theoretical significance for improving the research on cross-border online shopping systems to improve the safety and satisfaction of customers in cross-border online shopping.

• 벤처창업연구
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• 제6권3호
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• pp.147-175
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• 2011

본 연구는 대형마트를 이용해 본 경험이 있는 일반소비자를 대상으로 2010년 7월 5일부터 8월 31일까지 2개월 동안 설문조사하여 회수한 246명의 유효한 응답지를 표본으로 SPSS 18.0과 AMOS 18.0의 통계 프로그램을 이용하여 경로분석 하였다. 연구결과는 다음과 같다. 첫째, 대형마트 점포선택기준 중 제품요인, 점포명성, 물리적 환경 등이 고객만족에 유의한 영향을 미침을 발견하였다. 이는 소비자가 점포를 선택하고 평가할 때 상품의 다양한 구색, 구전커뮤니케이션, 점원의 친절성 등의 변수가 점포선택시 중요한 기준으로 작용함을 시사하고 있다. 이는 Berman and Evans(1979), Novak(1977), Ridgway, Bloch and Nelson(1994) 등의 연구를 지지하고 있다. 둘째, 대형마트에 대한 고객만족은 점포애 호도에 유의한 영향을 미침을 발견하였다. 이는 매장 내에서 경험하는 일시적인 기분 상태가 쇼핑에 만족감을 주고 이는 다시 쇼핑하고자 하는 의사에 유의한 영향을 미친다는 Dawson, Bloch and Ridgway(1990)의 연구, 지각된 긍정적 감정이 매장에 대한 태도를 거쳐 재방문 의사에 영향을 미친다는 유창조와 김상희(1997)의 연구를 지지하고 있다. 셋째, 소비자 감정을 기쁨, 각성, 지배 등 3가지로 분류하고 각 감정에 따라 점포선택기준과 고객만족의 영향 관계의 차이에 대한 조절효과를 분석한 결과 유의한 영향을 일부분 미치고 있음을 발견하였다. 이는 점포속성, 소비자 구매행동 등에 소비자 감정의 매개역할이 존재하기 때문에 조절효과를 기대할 수 있다고 주장한 Donovan and Rossiter(1982), 박성연과 배현경(2006) 등의 연구, 그리고 소비자가 점포 내에서 경험하는 좋음 그리고 싫음과 같은 감정이 소비자에게 점포충성도를 증가시키기 때문에 감정과 점포에 대한 관계가 매우 높다고 주장한 Zimmer and Golden(1988)의 연구와 일부분 일치한다. 특히, 부대시설은 점포선택기준이 고객만족에 미치는 영향에 대해 기쁨, 각성, 지배 등 소비자 감정에 체계적이고 유의한 조절효과가 있음을 발견하였다.

• 한국콘텐츠학회논문지
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• 제16권5호
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• pp.509-519
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• 2016

수요자 중심의 경쟁적 의료 환경에서는 병원이 선택되어지기 위한 전략수립을 위해 고객친화 이미지에 대한 조사와 더불어 어떠한 요인이 의료기관에 대한 고객친화 이미지에 영향을 미치는지를 파악하는 것이 마케팅 전략 수립의 기본 자료로 매우 중요한 요소이다. 본 연구에서는 지역병원들의 경영개선을 위한 효과적인 병원 마케팅 전략 수립을 위해 잠재고객과 병원직원을 대상으로 한 고객친화 이미지 평가와 고객친화 이미지에 영향을 미치는 요인들에 관한 분석을 수행하였다. 고객친화 이미지에 대한 분석결과, 지역별, 병원별 고객친화 이미지 순위와 고객친화 이미지를 구성하는 상징적, 기능적, 사회적 이미지에 대한 요소별 점수를 확인 할 수 있었는데 고객친화 이미지는 병원별보다는 각 지역별로 뚜렷한 차이를 보이고 있었다. 고객친화 이미지에 영향을 미치는 요인을 분석한 결과, 가장 큰 영향을 미치는 것은 전문성과 계속성이었으며 지명도와 경제성은 고객친화 이미지에 큰 영향을 미치지 못하는 것으로 나타났다. 본 연구의 결과는 지역병원들이 보다 전문화된 서비스를 개발하고 지역사회 내에서 안심하고 계속적인 서비스를 받을 수 있는 체계를 확립함으로 고객친화 이미지 향상을 통한 병원경영 개선을 이룰 수 있다는 점을 제시하고 있다.

• 유통과학연구
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• 제10권11호
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• pp.79-88
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• 2012

Purpose - The objective of this paper is to suggest that a company's CRM activities have an effect on customer loyalty in the Korean retail industry. Typically, Korean customers use large local marts with convenience in the absence of any other choice. Therefore, this study aims to shed light on the fact that customers do not break away from their preferred retail stores, either owing to their stringent loyalty (the lie loyalty) or difficulty in turning to alternative choices. Research design, data, methodology - By surveying a sample of 200 hyper-markets through a questionnaire, and excluding dubious and missing responses, I obtained 181 samples to be included in the empirical analysis. The survey was conducted for two weeks during October 2011. AMOS and SPSS18 statistical packages were used for conducting statistical analysis for this study. This paper was developed using the concept of customer equity on CRM, which is known to have a positive impact on customer loyalty through the satisfaction and switching-barrier parameters. The hypothesis of this paper is that customer equity is composed of relationship equity, value equity and brand equity, and that the relationship equity variable has positive effects on the value equity and brand equity amongst other types of customer equity. Moreover, customer equity influences customer loyalty through parameters including customer satisfaction and switching costs in the Korean retail industry. Results - According to the results of the analysis, it was confirmed that relationship value had a positive effect (+) on all variables, including the perceived QoS (Quality of Service), store brand images, economic value, and store convenience. It was also confirmed that the assumption that the perceived QoS (Quality of Service), economic value, and store convenience had a positive effect on customer satisfaction was shown to be statistically significant, with a p-value below 0.05. Only the store brand value variable had an effect on the switching-cost variable with respect to the causal sequence of the variables, including the perceived QoS, store brand value, economic value, and store convenience. The remaining variables did not seem to influence the switching-cost variable. On the other hand, another effect showed that customer satisfaction had a statistically significant influence on the switching-costs variable. Moreover, the customer satisfaction and switching-cost variables also had a statistical influence on customer loyalty. Conclusions - The CRM activities had an influence on various variables (including perceived QoS, perceived economic value, store brand value, and store convenience) pertaining to customer values. Customer satisfaction and switching-cost had some effects on customer loyalty as a parameter. This confirms that stringent loyalty exists with respect to customer loyalty in the retail industry. The fact that the variable had such a statistically significant influence on the switching-cost and store brand equity variables means that consumers react to the reputation of a brand, confidence about the store, and quality confidence. The implications of this study in the retail industry should be further extended to devise strategies for customer retention.

• 대한지역사회영양학회지
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• 제4권3호
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• pp.466-478
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• 1999

A significant gap can exist between what customers expect in foodservice and what service providers deliver to customers. Reducing the gap and enhancing service quality plays a key role in increasing customer satisfaction and repurchase intentions. The purpose of this study was to investigate the personal and operational characteristics that affect the customer perceptions of service quality, to analyze the overall satisfaction and repurchase intention of customers, and to study the service quality gap between customer and foodservice provides. 427 customers and 278 foodservice providers in 82 fast food and family restaurants were surveyed. T-test, ANOVA, Correlation Analysis, and Multiple Regression were used for statistical analysis, The results of this study were as follows: 1) Among the personal characteristics of customers, sex affected the preception of 'General Management' and 'Reputation', and the expense per person showed a correlation with service quality. 2) Among the operational characteristics, the type of restaurant, months since opening, and the number of seats had a significant impact on service quality, while the seat turnover rate showed a negative correlation with service quality. 3) Among the human resource characteristics, the proportion of part-time employees had a negative correlation with service quality, and in general, the training program for full-time employees led to a higher degree of customer perception of service quality. 4) Six dimensions of service quality accounted for 38.39% of customer satisfaction in Multiple Regression. 5) The overall satisfaction of customers willing to repurchase was significantly higher than that of the non-repurchase customers. 6) The operational characteristics explained over 35% for the service quality gap among the customers and the service providers in Multiple Regression.

• 산업융합연구
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• 제1권2호
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• pp.107-124
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• 2003

With rapid growth and competition of electronic commerce through internet, various buying types and business models are being appeared. In this paper, we studied group buying which is new business model to consumer and factors affecting on trust and participation of group buying. The followings are the regression result of this study. First, familiarity factor, customer service factor, seal of security and product value factor made a significant effect on trust. Second, familiarity factor, perceived reputation factor, customer service factor, seal of security and product value factor made a significant effect on participation of group buying. Third, trust of group buying made a significant effect on participation of group buying. In this study, modeling and empirical test were implemented about structure of trust and participation of group buying. We can know where our group buying strategies should focus and which factor we should improve.

• 마케팅과학연구
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• 제15권1호
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• pp.21-39
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• 2005

본 연구에서는 선행연구 결과에 근거하여 신뢰와 만족에 영향을 마치는 중요한 e-점포 속성들 즉, e점포평판, 고객서비스, 안전 및 보안, 상품 품질, 정보 품질, 웹 검색 등을 파악하였다. 본 연구의 목적은 e-점포 속성들이 신뢰 및 만족에 어떤 영향을 미치는지 그리고 사이트에 대한 신뢰 및 만족이 사이트에 대한 소비자들의 충성도에 어떤 영향을 미치는지를 조사하는 것이다. 그리고 웹 성과를 개선하고, 고객을 유지하는데 있어 e-소매상을 지원할 수 있는 직/간접적인 e-점포 충성도를 파악 하고자 했다. 연구의 결과는 e-점포 속성과 신뢰 및 만족간의 관계에서, e-점포 평판, 고객서비스, 안전 및 보안 그러고 상품품질이 유의적인 영향을 미쳤으며, 정보품질과 웹사이트 검색은 영향을 미쳤지만 유의적이지 않았다. 그리고 신뢰 및 만족과 사이트에 대한 소비자들의 충성도간의 관계에서, 신뢰와 만족은 모두 충성도에 유의적인 영향을 미치는 것으로 나타났다. 이러한 결과를 바탕으로 온라인 소매상을 위한 시사점을 제공하였으며, 또한 연구의 한계점과 미래연구방향을 제시하였다.

• Journal of Information Technology Applications and Management
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• 제24권4호
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• pp.171-185
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• 2017

This paper tried to examine the effect of the policy on companies' CSR activities and what kind of a role does CSR have in determining Customer Loyalty in Indonesia. This paper is divided into two parts, the first part is designed to find out whether the Indonesian government law has successfully made the companies perform better CSRs. We do this by using the ICGC Index of the companies registered and comparing their scores before and after the implementation of the policy. We will then use the paired sample t-test to find out if there is an increase in the overall scores of the companies and/or only the natural resource-related companies. The result showed an upward trend in the ICGC scores for all the companies which the Indonesian government law is intended to. In the second part, Manfred Schwaiger's components and parameters of corporate reputation was referred and used on Indonesian customers. We asked participants whether they think natural resource-related companies perform better CSRs and then we also tried to find out what factors really affect their loyalty towards companies or brands by conducting Multiple Regression Analysis. From the 4 factors that we have prepared, which consist of Performance, CSR, Quality and Attractiveness, Quality is the most influential towards determining our survey participants' Customer Loyalty. Surprisingly, CSR is insignificant in directly influencing Customer Loyalty. But, our research did find out that CSR does moderate Quality and Performance in their relationship with Customer Loyalty. Meaning that CSR has no effect in a direct relationship but it can increase the effect of Quality and Performance in determining Customer Loyalty. Unfortunately, CSR has no moderating effect in increasing the effect of Attractiveness towards Customer Loyalty.

• 응용통계연구
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• 제17권3호
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• pp.377-391
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• 2004

최근 정보통신은 국가 핵심사업으로 급속히 성장하고 있어 정보통신산업 통계의 필요성이 더욱 대두되고 있다. 정보통신산업 통계품질은 조사품질, 통계자체품질, 통계결과물에 대한 품질, 통계생산 기관의 품질 등 다양한 요인들에 의해서 이루어진다 이에 본 연구는 구조방정식을 이용하여 정보통신산업협회의 통계 이용자를 대상으로 통계품질에 영향을 주는 다양한 요인들간의 관계를 파악하고자 한다. 이와 더불어 이용자의 특성에 따른 만족도를 비교함으로써 이용자별 특성에 맞는 통계를 제공하고자 한다. 본 연구의 결과는 정보통신산업 통계를 생산하는 기관들의 평가 및 통계품질 향상을 위한 자료로 사용할 수 있을 것이다.