• Journal of the Korean Operations Research and Management Science Society
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• v.41 no.1
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• pp.71-85
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• 2016

Service channel environments have changed dramatically with the advent of new, online digital channels. This article studies the effects of perceived multi-channel service quality on customer satisfaction and loyalty in the banking industry and the moderating role of age, which is a characteristic of customers. The objective is to identify the quality factors that affect the overall satisfaction and loyalty of a multi-channel customer. A quantitative study was conducted on 900 customers, with the main targets being users of the nine primary Korean retail banks. Results show that perceived service quality of the physical environment, human service, Internet banking, mobile banking, and ATM has a positive influence on overall satisfaction and loyalty. Age moderates the relationship among physical environment quality, human service, and customer loyalty.

• Culinary science and hospitality research
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• v.14 no.3
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• pp.96-108
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• 2008

The purpose of this study was to analyze the effects of attributes related to consumers' selection of a seafood buffet restaurant on consumers' satisfaction and their intention to revisit focused on seafood buffet restaurants in the Busan area to activate the seafood buffet restaurant business and to contribute to the food service industry. The results of this study showed that the attributes related to customers' selection of a seafood buffet restaurant have an effect on customer satisfaction and intention to revisit and that customer satisfaction affects their intention to revisit. Thus, this study is meaningful in that it suggested the trend of customers' consumption and the direction of future development of the food service industry.

• Korean System Dynamics Review
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• v.4 no.1
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• pp.5-31
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• 2003

Customer satisfaction is generally assumed to be a significant determinant of repeat sales, positive word-of-mouth, and customer loyalty. Therefore most companies in telecommunication industry have tried to satisfy customers with high quality at low price in Korea. Even though these efforts have been tried by companies, customers are not satisfied with discrepancy between their expectation and perceived quality. Moreover, the expectation has dynamic and variable characteristics in results from various effects such n technical progress, improved quality and promotions by companies, word-of-mouth, and so on, Therefore, there are not political leverages in assessing the quality and surveying customer satisfaction index in a point of time. As an initial attempt to tackle the questions listed above, this paper puts an effort to make a dynamic customer satisfaction model to understand customer satisfaction in variable situations by introducing 'systems thinking'.

• Culinary science and hospitality research
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• v.13 no.4
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• pp.164-177
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• 2007

The purpose of this study is to explore the relationship between the service of employees in the foodservice industry and their customers' satisfaction. The study surveyed 310 subjects who are the employees of companies in Busan, Ulsan, City and Gyeongsangnam-do and processed the result using SPSS for Win V. 12. 0. For statistical analysis, Frequency, Factor Analysis and Regression were put into operation. As a result of Factor Analysis on the quality of company food-service, six factors have been extracted. The result of the Factor Analysis of satisfaction revealed one factor. In conclusion, this study shows that the quality of foodservice - food, convenience, menu, kindness, hygiene/cleanliness, facilities - had a positive effect on users' satisfaction. It is expected that the results will provide a base for marketing strategies to be used by the managers and marketers in foodservice companies.

• Journal of the Korea Society of Computer and Information
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• v.23 no.12
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• pp.195-201
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• 2018

This study is attempted to demonstrate the structure of the influencing factors on the performance of services of knowledge based service firms. In the model presented, the structure is that service performance in knowledge-based services are affected by the strategic utilization of knowledge resources and service orientation factors of the service organization. And the service performance are also affected in which the systemization of service processes and customer satisfaction play a mediating role. As an analysis result of examining 148 practitioners engaged in the knowledge service industry, it is necessary to increase the satisfaction of external customers in order to improve service performance in a knowledge-based service organizations. This can be achieved by increasing the satisfaction of internal customers. In addition, for this structure to be successful, the service production process to be provided to the customer must be enhanced. The service production process has been found to be an important factor influencing the internal customer satisfaction and service delivery process, especially in the use of knowledge resource, and customer oriented service among service orientation factors.

• Journal of the Korean Society of Food Culture
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• v.33 no.6
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• pp.550-557
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• 2018

This study examined the effects of the service quality of fine dining restaurants on the service value and customer satisfaction by targeting 310 customers with experience in using fine dining restaurants in Seoul. The results of this study are as follows. First, the quality of the physical environment and interactions and the result of fine dining restaurants had positive (+) effects on the service value. Second, the quality of the physical environment and interactions and the result of fine dining restaurants had positive (+) effects on customer satisfaction. Third, the service value had positive (+) effects on customer satisfaction. According to the result of this study, when customers visit fine dining restaurants, evaluations of the service quality, such as interior design, kindness, accessibility, pleasant environment, and good quality of food, are very important elements. The service quality has been verified to be a very important factor when evaluating fine dining restaurants. Overall, the result of this study can be used to develop measures for improving the service quality.

• Culinary science and hospitality research
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• v.18 no.5
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• pp.63-79
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• 2012

The purpose of this study is to empirically determine the structural relationship between employee constructs such as internal service quality, employee satisfaction, and organization commitment and customer constructs such as perceived value, customer satisfaction, and loyalty to suggest an effective business strategy for restaurant business. To do this, the study consulted with the Korea Restaurant Association, the representative of Korean food service and got the intention of participating in the research from the Daegu branch. As a result, 51 restaurants registered in the Daegu branch who showed their intention to participate were selected as an initial sample. Also, other restaurants were introduced through snow-ball sampling method by the owners of restaurants who finished responding to the survey, and total 100 restaurants were examined. A survey was conducted to external customers who visited restaurants and internal customers working there. For final analysis, 741 questionnaires of internal customers and 970 questionnaires of external customers were used. The result of analysis showed that team-work & communication in internal service quality has a significant effect on employee satisfaction, employee satisfaction on organization commitment, and organization commitment on value perceived by customers. Also, perceived value has a significant effect on customer satisfaction and loyalty, and customer satisfaction on loyalty.

• The Korean Journal of Franchise Management
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• v.10 no.2
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• pp.49-58
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• 2019

Purpose - As the growth potential of the cultural contents industry steadily grows, the cinemas industry is growing fast especially due to popularity and commerciality. The recent in the cinemas industry is evolving on multiplex cinemas that combine cultural facilities such as theaters, restaurants, and shopping centers. Due to the rapid growth of multiplex cinemas, many researchers have studied the characteristics of visiting customers in Korea. Among them, selection attribute of multiplex cinemas, including the service quality and physical environment, is important because it may examines the cause of customer 's behavior. Thus, this research focuses on the effects of the selection attributes of the multiplex cinemas on customer satisfaction and their loyalty. This research suggests the guidelines for how cinemas should manage their customers and build their customers satisfaction and loyalty that improve business performance. Research design, data, and methodology - This study tests the structural relationship between selection attributes of multiplex cinemas, customer satisfaction, and loyalty. selection attributes of multiplex cinemas divide into five sub-dimensions such as movies facility quality, services, cleanliness, accessibility, and snack bars quality. In order to examine the purposes of this research, research model and hypotheses were developed. All constructs were measured with multiple items developed and tested in the previous studies. The data were collected from 100 students in their 10-20s and were analyzed using SPSS 22.0, SmartPLS 3.0 and fsQCA program. Result - The findings of this research are as follows. First, all selection attributes except cleanliness have significant positive impacts on customer satisfaction and loyalty. Second, customer satisfaction has significant positive impact on loyalty. Third, as a result of fsQCA, high satisfaction and high accessibility were the necessary conditions on loyalty. Fourth, the necessary conditions for male and female groups were different. Conclusions - The implications of this study are as follows. Overall, multiplex cinemas should manage selection attributes basically regardless of the type of theater. Especially, cleanliness was not significant, but the customer probably consider it an essential and basic factors. Also, they are able to manage the selection attributes differently depending on the type of gender. For the male customers, it is effective that centralized strategy and for female customers, it is effective that emphasized the multiplex cinemas image.

• Journal of Service Research and Studies
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• v.7 no.1
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• pp.53-64
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• 2017

Recently meet the growing needs of customers and has increased, the need for training of customer contact staff in order to improve and increase customer satisfaction. These service training is because it improves the service capabilities of contact for customer-facing employees to respond to customers as well as to improve customer satisfaction. This study is placed in the field after the service training aimed at Customer contact staff joined in 2013~2016 in the first half of these new recruits training education working in the Seoul Metro customers respond to customers in customer contact and practical services it will proceed to the empirical study of how this affects the satisfaction and loyalty to the organization for the job than to find a better improvement in the educational program.

• Information Systems Review
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• v.8 no.3
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• pp.105-123
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• 2006

Traditional commerce has transformed into electronic commerce, then, mobile commerce again plays a critical role in diversifying different types of business. Although the fast changing of mobile commerce as an emerging channel of communication in business, not many studies address why consumers stay on mobile commerce and how they are influenced and influence other consumers. In this study, we investigate the impact of extrinsic and intrinsic motivation on customers' satisfaction and its results. We adopt the Technology Acceptance Model(TAM), value-satisfaction theories, and other motivation studies in developing theoretical framework. We then synthesize these theoretical approaches to conceptualize mobile customers' behavior. Specifically, we postulate cognitive beliefs that influence customers' satisfaction with mobile commerce, and, in turn, significantly contribute to the spread of positive word-of-mouth. The current research model and its results could provide a rigorous basis for understanding customers' behavior in wireless contexts.