• Journal of Korean Academy of Nursing Administration
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• v.8 no.1
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• pp.151-167
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• 2002

Purpose : The purpose of this study is to present the direction of service marketing for improving customers' satisfaction by comparing the difference in medical and nursing service satisfaction between internal and external customers. Method : The subjects were outpatients and inpatients as the external customers and nurses, doctors, and staffs as the internal customers, in a university hospital. Data were collected from April 25 to May 2, 2001 through questionnaires. The 2 structured instruments were used for collecting the data: Customer Satisfaction Measurement 2000 developed by Korean Society of Quality Assurance in Health Care(1999) and nursing service satisfaction questionnaires by the researcher. Data were analyzed using SPSSWIN 9.0 with t-test, one-way ANOVA, scheffe test.Result : 1. In overall medical service satisfaction scores, external customers' satisfaction showed significantly higher than internal customers'(p=.000) and there was no significant difference between external customers(p>.05). But there was significant difference between internal customers(p<.05). 2. There was no significant difference in nursing service satisfaction between the external and internal customers (p>.05). In the external customers, inpatients' nursing service satisfaction showed significantly higher than outpatients' (p<.001). And there was significant difference in nursing service satisfaction between internal customers(p<.05). Conclusion : To increase external customers' satisfaction with medical and nursing service, hospital should carry out internal marketing strategies for improving internal customers' satisfaction. Also to increase outpatients' satisfaction, it should conveniently improve procedures of use and provide more information and education for outpatients.

• Knowledge Management Research
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• v.15 no.2
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• pp.165-182
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• 2014

Social commerce is regarded as a kind of e-commerce that utilizes social media. Considering increasing complaints around social commerce market, it is important to see customers' satisfaction level and intentions to repurchase. In this study, we examine antecedents that affect customers' satisfaction and relationship between satisfaction and intention to repurchase in social commerce market. We also use social media characteristics as moderators between antecedents and customers' satisfaction. The main results are as follows. First, except site design, most of the intrinsic factors of service quality, such as information, transaction, communication and perceived security had positive effects on customers' satisfaction. Second, all the extrinsic factors of service quality, such as discount rate, constraints, and discrimination had significant impacts on customers' satisfaction. Third, the social media characteristics could not moderate the relationship between service qualities and customers' satisfaction. Fourth, customers' satisfaction had positive effect on the intention to spread through social media. Fifth, customers' satisfaction had positive effect on the intention to repurchase. Social commerce companies need to set up strategies considering the antecedents of customers' satisfaction using these research results. They also need to secure customers that have sustainable purchasing intentions.

• Culinary science and hospitality research
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• v.14 no.1
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• pp.134-143
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• 2008

The purpose of this study is to identify the critical service factors, which influence the customers' satisfaction and loyalty to pizza restaurant's customers in Korea. In order to meet this purpose, we surveyed 185 customers who have visited Imsilcheese pizza restaurants. This survey used the SERVPERF service quality measuring theory. The results are as follows: Service Quality consists of 6 factors which are Assurance, Tangibles, Quality of Pizza, Responsiveness, Empathy and Reliability. Customers' satisfaction is affected by 6 factors of service quality. Responsiveness is most influential in customers' satisfaction while Assurance is most crucial to their loyalty. Customers' satisfaction has a significant effect on the customers' loyalty.

• The Korean Journal of Community Living Science
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• v.19 no.4
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• pp.537-546
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• 2008

The purposes of the study was to identify customers' satisfaction factors regarding foods and services in food courts in big department stores and discount stores in Seoul and Cheonan. A survey of 235 customers was conducted regarding customer satisfaction levels and factors of food and services. Customers' perceived level of attributes were identified into eight underlying dimensions by factor analysis as follows: factor 1 was "cleanliness": factor 2 "service quality": factor 3 "accuracy": factor 4 "atomosphere": factor 5 "food quality": factor 6 "menu information": factor 7 "price" and the eighth factor was "food result". Regression analysis indicated that "cleanliness" was found to be the most important factor contributing to customers' overall satisfaction. There were significant differences in customers' perceived satisfaction level of "food quality"(p<0.01), "accuracy", and "price" factors(p<0.05) between department stores and discount store. The customers' perceived satisfaction levels of "accuracy", "food quality" and "price" factor at a large store food court are higher than those of department store food court. Comparing location of food court, there were significant differences in customers' perceived satisfaction level of "accuracy" and "price" factors between in Seoul and Cheonan(p<0.001). The customers' perceived satisfaction levels of "accuracy" and "price" at the discount store in Seoul are lower than those of food court at Cheonan. It is suggested that the management should pay attention to the sanitation of their dinning halls, kitchens, hygienic dishes, hygienic water fountain, employee hygiene, and a proper place to put used dishes to increase the customers' satisfaction.

• Journal of Distribution Science
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• v.14 no.1
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• pp.7-15
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• 2016

Purpose - The purpose of this paper is to study the relationships among store image, customer satisfaction, behavioral intentions (BI) and fast distribution in shahrvand chain super market in Tehran. Research design, data, and methodology - The 300 samples were from all the customers of Shahrvand chain stores. Since the present study aimed to explore the relationship between store image, customers' satisfaction, customers' behavioral intentions, and the proximity of shops to customers with considering determination for the influence of each factor, the customers of Shahrvand chain stores were randomly asked to comment on this issue. Results - Attitude to services and merchandising are positively associated with their positive store image. Besides, positive store image has a positive relationship with customers' behavioral intentions and customers'satisfaction. The relationship between fast distribution and customers' satisfaction is significantly positive. Conclusions - Several studies have shown that, in general, store image is important to attract and retain customers. This paper depicts the specific influences of image specifically on customer satisfaction and behavioral intention. Factors related to image have been discussed as their attitudes which touch areas of organizational behavior that have been embedded in the model, and it contributes to the originality or the value of the study.

• Convergence Security Journal
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• v.15 no.1
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• pp.37-47
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• 2015

This study aims at exploring effects of airport special guard's security service value on customers' satisfaction and customers' loyalty. Users of airport facilities located in Incheon were selected as the population in Jun. 2013 and the sample was extracted using cluster random sampling and 460 people were used for a final analysis. The questionnaire used for the study was composed of total 22 items including 6 items of socio-demographical characteristics, 6 items of security service value, 6 items of customers' satisfaction and 4 items of customers' loyalty etc. and using SPSSWIN 18.0, factor analysis, reliability analysis, multiple regression analysis, path analysis etc. were used. The credibility of the questionnaire was indicated to be over ${\alpha}$=.809. The findings are as follows. First, security service value has an effect on customers' satisfaction. if monetary value is enhanced, satisfaction with service composition is high. second, security service value has an effect on customers' loyalty. If monetary value and time value are enhanced, will of continuous use and will of recommendation of others are high. Third, customers' satisfaction has an effect on customers' loyalty. If satisfaction with service composition and satisfaction with use decision are increased, will of continuous use and will of recommendation of others are high. Fourth, airport special guard's security service value has a direct and indirect effect on customers' satisfaction and customers' loyalty. That is, it means customers' satisfaction is an important variable to mediate security service value and customers' loyalty.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.11
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• pp.297-305
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• 2021

The study aims to investigate loyalty rewards programs on customers' satisfaction in Jordanian banks, and to investigate the statistical differences in loyalty rewards programs and customers' satisfaction according to demographics such as age, sex, education level, duration of engagement with bank, and the type of bank. The study is based on the data obtained from the sample. The questionnaire is the tool for collecting data from the respondents. The study materials include website resources, regular books, journals, and articles. The study population consists customers in the banking sector. The figures indicate that number of actual customers reaches 2.06 million. The sample size requirement is 386 items. Customers are split between traditional and Islamic banks, with 231 and 155 customers respectively. The stratified random sampling technique and the structural equations modeling methodology were used. The results show moderated impact of the loyalty rewards programs on customers' satisfaction. The results show statistical differences in the loyalty rewards programs and customers' satisfaction according to the engagement period with the bank only. The findings suggest better managing the loyalty programs and developing one credit card for all banks in Jordan.

• Journal of the Korean Society of Clothing and Textiles
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• v.30 no.2 s.150
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• pp.245-254
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• 2006

The purposes of this study were to identify the perceived difference of salesman's service and relationship benefit according to types of customers, to explain the effects of salesman's service and relationship benefit on buying satisfaction and repurchase intention, and to reveal the influences of satisfaction with purchase on repurchase. The data were collected from 318 female adults in Gwangju using a questionnaire to salesmen's service, relationship benefits, buying satisfaction, repurchase intention, and were analysed with factor analysis, t-test and regressive analysis with SPSS 10.0. The results of this study were as follows: 1. The regular customers perceived a significantly higher salesmen's services and relationship benefits than irregular customers. 2. In regular customers, 'knowledge of products', 'etiquette' and 'confident benefits' had a significant influence on buying satisfaction. 'Confident benefits' had a significant influence on repurchase intention. Tn irregular customers, 'etiquette', 'easiness' and 'confident benefits' had a significant influence on satisfaction with purchase. 'Knowledge of products', 'easiness' and 'confident benefits' had a significant influence on repurchase intention. 3. Satisfaction with purchase had a significant influence on repurchase intention in both regular/irregular customers.

• Culinary science and hospitality research
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• v.13 no.2
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• pp.292-302
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• 2007

This is an empirical study on Korean traditional restaurant service providers and customers who get direct service from them. This study focuses on the service performance determiners; customer satisfaction, service quality, service providers' satisfaction and loyalty. In order to meet its purpose, we survey 1,000 customers who have visited Korean traditional restaurants. This survey uses the SERVPERF service quality measuring theory. The results are as follows: First, the service providers' satisfaction have an effect on service quality, so the supervisor of a Korean traditional restaurant should construct a HRM (Human Resources Management) system for increasing employees' satisfaction. Second, employees' loyalty is significant, but its effect is lower than their satisfaction. Third, service quality affects customers' satisfaction and loyalty significantly. Fourth, employees' satisfaction and loyalty considerably influences customers' satisfaction and loyalty. Consequently, restaurant managers put their effort into increasing employees' satisfaction, loyalty, and service quality.

• Journal of Korean Society for Quality Management
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• v.28 no.4
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• pp.75-98
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• 2000

The purpose of this study is to empirically examine the customers' perceived service quality and response in the field of hotel industry. The subjects of survey for this empirical analyses are limited to the customers of deluxe hotels in Korea; data are collected from the 16 deluxe hotels amongst 27 of its kind in the Seoul, Pusan, Cheju and Kyongju area. SAS package is used for Simple Regression, Multiple Regression and the results are as follows: First, the perceived service quality shows significantly positive effect upon the customers' satisfaction; Second, the customers' perceived service quality shows significantly positive with respect to the customers' response; Third, the customers' satisfaction shows significantly positive regarding the customers' response, and the customers' satisfaction have greater influence upon the customers' response than the customers' perceived service quality; On the basis of the above empirical analyses, I propose the management implication as follows: First, the hotel management staffs should have a close relation with their customers through the customers' positive, and eventually be concemed about improving service quality and customers' satisfaction to maximize the enterprise's performance; Second, the hotel management staffs, to induce and build up the positive customers' response, should have interest in serving high-quality products and service and enforcing the proper price policy.