• 통상정보연구
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• 제12권2호
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• pp.291-322
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• 2010

Many companies make active use of loyalty programs to improve their customers' loyalty to the company. Loyalty programs are widely used in various industries and sectors, including oil, telecommunications, credit card, department stores, and internet shopping malls; their performance seems to be successful in building a positive relationship with customers. This study emphasizes the role of affiliate programs in creating loyalty, thereby helping companies to maintain their competitive advantage. To objectives of this study are to investigate which antecedent variables(affiliate program benefit, service company characteristic , consumer characteristic) have significant effects on consumer perceived affiliate program satisfaction and to examine whether these factors have differences between Korean and Japanese consumers. The useful results will provide marketing strategy for marketers of service companies. The results also show that affiliate program is very important in order to maintain relationship with customers in service companies.

• Asia pacific journal of information systems
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• 제12권3호
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• pp.21-43
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• 2002

This paper examines internet shopping mall members' relationship quality and its antecedents variables. For this purpose, five types of membership customers' perceived variables, including convenience, product assortment, product information, shopping mall design, and service quality are proposed to affect customer satisfaction and consequently relationship quality. This study, which used data from customers of membership internet shopping malls, showed satisfactory data-fit to the proposed model and except product information hypothesis, supported all of research hypotheses. Also four types of membership customers' perceived variables(convenience, product assortment, shopping mall design, and service quality) take significant effect on customer satisfaction, and the satisfaction in turn have influence on relationship quality.

• 한국생활과학회지
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• 제19권3호
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• pp.523-536
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• 2010

This study analyzed the effects of demographic factors and sensory experiences of customers on customer satisfaction, using data from 302 customers in the Pusan, Ulsan, and Kyungnam areas who have visited family restaurants within 3 month period prior to the study. This study defined the sub-factors of sensory experience as vision, sound, smell, taste, and touch, and defined the sub-factors of customer satisfaction as main services, supplementary facilities, services related to sales promotion, served food, and the location of a restaurant. The study revealed that each evaluation score of the sub-factors of sensory experience and each evaluation score of the sub-factors of customer satisfaction was a little higher than the middle score. Respondents evaluated taste as the highest score among the sub-factors of sensory experience and evaluated main services as the highest score among the sub-factors of customer satisfaction. In terms of the effects of the sub-factors of sensory experiences and demographic factors on overall customer satisfaction, more positive taste experience, vision experience, and sound experience led to higher overall customer satisfaction and the married group in terms of marital state gave higher evaluation scores on overall customer satisfaction than the counterpart. In terms of the effects of the sub-factors of sensory experiences and demographic factors on individual customer satisfaction, consumers' sensory experiences were shown to exert far greater influences than the demographic variables.

• 한국식생활문화학회지
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• 제24권6호
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• pp.721-727
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• 2009

In this study, the current status of the business foodservice industry, evaluation of leftover food and customer satisfaction with foodservice at direct operation and consignment foodservice businesses in Chungbuk were examined. This study has managerial implications in terms of improving the quality and effectiveness of the business operation of the foodservice industry. The sample size of this study included 800 customers who use foodservices provided by 11 selected businesses including 6 direct operation and 5 consignment foodservice businesses. From these 800 customers, a total of 692 were used (direct operation foodservice (n=361) and consignment foodservice (n=331) businesses). The results were as follows; First, as for the main reasons for using the employee restaurants in types of direct operation and consignment foodservice business, 'the close location' had the high percentage. Approximately 41% of respondents were not satisfied with the foodservice in the employee restaurants. Second, leftover food from consignment foodservices was higher than that for direct operation foodservices. Third, there were significant differences in customer satisfaction with five areas of foodservice between the two types of food service businesses: food, sanitation, feeding environment, mealing process and information and service. Customer satisfaction in the direct operation foodservice was higher than that of the consignment foodservice. In terms of the satisfaction level of foodservices, mealing process was the highest, followed by sanitation, food, and information and service in the direct operation and consignment foodservice businesses. Overall, satisfaction with the business foodservice was affected by the customers' satisfaction in five areas of foodservices (e.g., food, sanitation, feeding environment, mealing process, information and service). Especially, 'food' and 'information and service' were important areas for determining overall customer satisfaction with foodservice. In addition, the overall satisfaction was negatively correlated with the quantity of leftover food in the direct operation and consignment foodservice business.

• 한국의류산업학회지
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• 제12권5호
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• pp.657-666
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• 2010

As the beauty industry has strong intangible attributes unlike the other service industry, the provision of service quality capable of fulfilling customer's desire and customer's satisfaction activity due to this are important. The purpose of this research is to provide marketing materials capable of maximizing consumer's satisfaction as a study on assessment of service quality according to a character type of customers by beauty shop type with the target of customers using a beauty shop. The sub-dimension of a personality type of beauty shop's customers is five factors, which were named neurose, sincerity, extroversion, openness and affinity, and the sub-dimension of service quality is five factors, which were named specialty, responsiveness, empathy, tangibility and reliability. It could be known that the service quality according to the character type of customers by beauty shop has influence on all of tangibility, reliability, expertise, responsiveness and empathy factors. Accordingly, this research would be utilized as good material for service improvement that can divide service quality by beauty shop and maximize satisfaction of consumers. Based on the above research results, marketing implications are that the customized promotional management according to the character type of customers by beauty shop is necessary and the granular management manual according to customer's differentiation by beauty shop is necessary. The effect that a personality type of customers by beauty shop has on the empathy factor among service quality factors shows a significant difference in neurose and openness factors in case of beauty salons, and shows a significant difference in sincerity and openness factors in case of skin care salons.

• 산학경영연구
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• 제23권2호
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• pp.115-132
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• 2010

아직까지 내국인 카지노는 강원랜드 한 곳 밖에 없어, 조직간 이동 현상은 두드러지지 않고 있지만, 향후 더 많은 내국인 카지노가 생긴다면 더 좋은 근무조건과 업무환경으로 종사원들의 이동은 막을 수 없을 것이다. 이러한 상황에서 기존의 고객 유지는 물론 신규고객을 창출하기 위해 고객만족을 유도하는 종사원 중요성에 대한 조치가 필요하다. 이를 위해 종사원의 직무만족에 영향을 미치는 요인을 파악하여 종사원의 능력을 최대화 시키고, 종사원의 만족을 서비스로 전환 할 수 있는 노력이 요구된다. 특히 카지노 딜러는 고객을 일선에서 직접 접촉하며 원활한 게임 진행이라는 중요한 부분을 담당한다. 이 같은 카지노 종사원의 중요성에도 불구하고, 카지노 산업에 관한 기존연구들은 경제적인 효과에만 중점을 두었으며, 현장에서 고객에게 서비스를 제공하는 업무 특성을 고려한 카지노 종사원에 관한 체계적인 연구가 미흡한 실정이다. 따라서 본 연구는 카지노 딜러를 대상으로 직무만족 영향요인을 파악하고 만족도를 분석하여 이를 높일 수 있는 방안을 제시하고자 한다.

• 유통과학연구
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• 제18권2호
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• pp.91-98
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• 2020

Purpose: This research aimed to suggest retailing companies some ways to enhance customer satisfaction with service recovery and recommendation intention towards these companies. For this purpose, current study examined the relationships among service recovery justice, service failure severity, customer trust, recovery satisfaction and intention to recommend and the moderating role of ego-resilience. Research design, data and methodology: Current study developed a structural equation model in which perceived service recovery justice is a predictor, service failure severity, customer trust, recovery satisfaction are mediators, intention to recommend is a dependent variable and the ego-resilience is a moderator between the perceived service recovery justice and the customer trust and the recovery satisfaction. Data were collected from customers who experienced service failures from retailers. A total of 400 questionnaires were collected and 365 samples were used for analysis after deleting data having missing value. SPSS 25.0 and AMOS 24.0 were used to test the validity, reliability, and structural equation modeling. Results: Empirical results showed that the perceived service recovery justice had a negative influence on the perceived service failure severity and a positive influence on the customer trust and the recovery satisfaction. These results indicate that when customers perceive the service recovery justice more highly, they perceive the service failure less severe but they perceive the retailer more trustworthy and are satisfied with service recovery. In addition, the customer trust and the recovery satisfaction had a positive influence on the intention to recommend. These results indicate that when customers perceive the retailer more trustworthy and are satisfied with service recovery, they are more intend to recommend the retailer. Moreover, the influence of the perceived service recovery justice on the customer trust and the recovery satisfaction was moderated by the ego-resilience. Conclusions: This study contributed to the service recovery literature by proving the relationship among service recovery justice, service failure severity, customer trust, recovery satisfaction and intention to recommend. Moreover, current research introduced the ego-resilience into service recovery research area and revealed the moderation role of the ego-resilience. Managerially, this research suggested retailing companies some ways to effectively recover from service failure.

• 한국의류학회지
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• 제40권4호
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• pp.763-774
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• 2016

Companies have recently become interested in the importance of long-term relationships with customers because business-based marketing ideas of the past have evolved into long-term relationship-based marketing. Establishing a relationship with customers to a company is not a simple method to form a market of consumers and provider; it is now understood as an important factor directly connected to the survival of a company. This study is to help Korean fashion brands in China build an efficient strategy for sales promotion and loyal customers through the analysis of the effect of familiarity with Korean fashion brands on satisfaction and brand loyalty in a rapidly growing Chinese fashion market. An online questionnaire covering Korean fashion brands in China was completed by 377 Chinese male and female customers aged 20 to 39 years old from March 20 to March 27, 2014. Data analysis was performed by factor analysis and path analysis using SPSS 20.0 and AMOS. Both direct experiences and indirect experiences influenced brand familiarity. It showed that brand familiarity had a significant direct effect and an indirect effect through satisfaction on brand loyalty. A competitive advantage in the present Chinese fashion market requires that loyalty builds and that brand loyalty increases by creating a long-term relationship with customers when familiarity about the brand is induced.

• 수산해양교육연구
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• 제25권5호
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• pp.1136-1147
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• 2013

In recent years, as the operations of the ports are privatized, the operators in the ports are competing in order to host more customers. Under such circumferences, it is preferred that the operators set plans to provide the customized services to the customers by precisely recognizing and analyzing the needs of the customers for the bright futures of the ports rather than to host the customers by just lowering the freights. The present studies aimed to analyze on how the service capabilities of the ports affect the customer's trust, the customer's satisfaction and the repurchase intention have extracted the variables and the measurement items from a lot of the preceding studies conducted on the other industries, part of which were modified depending on the views from the ports and the statuses of the ports, so the measurements were conducted.

• 품질경영학회지
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• 제30권2호
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• pp.47-59
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• 2002

The purpose of this paper is to investigate the customers' requirements for shoe products using the survey method, to analyze customers' needs, and to suggest information to make the shoe that they want. For this work, we made 38 survey items for the degree of shoe satisfaction, for foot care and shoe control, for shoe characteristics, and for shoe purchase in future. For the purchase of shoe products in future, customers in their twenties gave the highest score for shoe design among price, design, size, fashion, fitness, color, brand, so forth. However, respondents in their forties selected the degree of fitness instead of shoe design. In the question for the buying price of shoe products in future, all customers wanted shoe products between 30,000 won and 50,000 won.