• 산경연구논집
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• 제13권2호
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• pp.17-31
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• 2022

Purpose: The purpose of this study is to analyze factors affected by the ICT utilization with perspectives of employees (Study 1) and customers (Study 2) that are rarely approached in previous studies. In particular, this study examined how proposed factors on ICT utilization affect employee satisfaction, organization performance, customer satisfaction, and purchasing decision making. Research design, data and methodology: This study conducted an online survey to measure the effects. Cronbach's alpha was applied to test reliability and factor analysis was applied to check validity. Multiple regression analysis and ANOVA were applied to test hypotheses. Results: The results of this study found that the effects of self-development and organizational innovation on employee satisfaction were significant for study 1, while the effects of product satisfaction, promotional offers, and customer communication on purchase decision making were significant for study 2. Conclusions:This study provides managerial and policy implications. At the management level, it is necessary to make specific strategies to improve employee and customer satisfaction and organization performance associated with the utilization of ICT. The results of this study suggest that better policy should be prepared by government to foster utilization of ICT infrastructure and to enhance better relationships with employees and customers.

• 유통과학연구
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• 제20권11호
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• pp.33-45
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• 2022

Purpose: The development of online shopping trends in Indonesia is increasing, and Tokopedia is becoming one of the most popular e-commerce websites. The purpose of this study is to obtain empirical evidence whether mobile shopping, customer review, perceived credibility, and Korean celebrity endorsement affect online purchase decision, whether online purchase decision affects customer satisfaction, and whether customer satisfaction affects brand loyalty of customers in Tokopedia e-commerce. Research Design, data and methodology: Quantitative survey with data was collected using an online questionnaire with sample characteristics were Tokopedia customers who lived in Jakarta by 385 samples using the purposive sampling method, and data analysis was conducted using the Smartpls application program version 3.0. Results: Mobile shopping, customer review, and perceived credibility had positive effects on online purchase decision at Tokopedia in Jakarta. However, Korean celebrity endorsement did not have a positive effect on online purchase decision at Tokopedia in Jakarta. Furthermore, online purchase decision had a positive effect on customer satisfaction at Tokopedia in Jakarta, and customer satisfaction had a positive effect on brand loyalty at Tokopedia in Jakarta. Conclusions: This study proposes significant implications for maintaining customer relationships to achieve purchasing decision, customer satisfaction, and brand loyalty in the e-commerce industry.

• 유통과학연구
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• 제4권1호
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• pp.27-51
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• 2006

본 연구는 기존의 관계마케팅 관련 연구에서 시장에서의 사회적 유대관계가 소비자 행동에 영향을 미친다는 결과들을 바탕으로, 고객이 가지는 관계를 판매자와 구매자의 관계에서 확장하였다. 즉 기존의 구매자와 판매자 사이의 관계에서 확장하여 구매자와 구매자 사이에 커뮤니티에서의 유대관계 친밀도가 고객관계의 질적 요소인 만족과 신뢰에 미치는 영향과 고객충성도에 유의한 영향을 미치는 가를 파악하고자 하였다. 본 연구의 결과는 다음과 같이 요약할 수 있다. 첫째, 고객-직원간의 유대관계 친밀도는 고객만족과 고객 충성도의 관계에서 유의한 영향을 미치는 것으로 나타났다. 둘째, 고객-고객간의 유대관계 친밀도는 고객만족과 고객 충성도에 유의한 영향을 미치는 것으로 나타났다. 셋째, 고객-고객의 유대관계와 고객-직원의 유대관계는 고객의 신뢰에는 직접적인 영향을 미치지 않는 것으로 나타났다. 이상의 결과를 바탕으로 다음과 같은 전략적 시사점을 제시해 주고 있다. 첫째, 고객이 직원과 가지는 유대관계는 고객이 다른 기업으로 이탈하는 것을 방지할 수 있는 전환장벽의 역할을 할 수 있다. 즉, 기업이 고객을 만족시키고자 하는 이유는 고객이 경쟁기업으로 전환하는 것을 감소시키기 위한 것이라고 할 수 있다. 둘째, 고객의 주변을 둘러싸고 있는 관계가 단순한 고객과 판매원의 관계를 넘어서, 고객과 고객 사이의 관계가 기업에 대한 충성도에 영향을 미친다는 것이다. 셋째, 기업은 고객과 보다 짜임새 있는 섬유조직과 같은 관계를 유지하여야 한다는 것이다.

• 한국프랜차이즈경영연구
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• 제9권3호
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• pp.45-55
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• 2018

Purpose - Non-verbal Communication with customers in restaurant business can play an important role because it affects customer behavior and attitudes as a means to develop and maintain long-term relationships with customers. The purpose of this study is to analyze the effect of non-verbal communication with customers and the effect of the influence on customer satisfaction, trust, and revisit intention. Research design, data, methodology - In order to verify the research models and hypotheses of this study, questions were prepared for each variable and data were collected through questionnaires. The questionnaire survey was conducted from March 27, 2018 to April 17, 2018, for those who agreed with the citizens of the Jeju area who visited the restaurant recently. 50 out of 100 were conducted by internet survey and 50 were surveyed. Thus, a total of 100 responses were used using structural equation modeling with Smartpls 3.0. Results - The results of the study are as follows. First, non-verbal communication has a significant impact on customer emotion. Second customer emotion have a significant impact on customer trust and satisfaction. Third, Customer satisfaction had positive a significant effect on revisit intention. Fourth, Customer trust had positive a significant effect on revisit intention. Conclusions - The implications of this study are following as: The food service company should continuously provide non-verbal communication training to employees so that they can respond to customers with the right attitude and bright smile. In particular, in the case of restaurant franchises, customer response manuals should be created and distributed to the franchisees, and a regular training program for the franchisees should be implemented to provide the same service to the customer. Second, CEOs should have to worry about what kind of experience he or she has left since leaving the store. It is also necessary to constantly look at what customers experience in their stores or in their brands, and what emotions they form through their experiences. Third, the more satisfied or trusted customers are formed through the service of the employee, the more loyal the restaurant business will be, and the more likely it is to make continuous revisit and positive word-of-mouth activities..

• 산경연구논집
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• 제12권6호
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• pp.57-74
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• 2021

Purpose: Before COVID-19 pandemic, Chinese mid/low-priced hotel industry has been steadily growing in recent years, and internal and external competition has been intensifying. Under these circumstances, this study started with a strategic objective to increase the quality of service, thus enabling customer satisfaction and revisit intention. For enhancing the competitiveness of Chinese mid/low-priced hotel business, we plan to establish a model using SERVQUAL, O2O platform, and identify their relationship through empirical analyses. Research design, data and methodology: Through the consideration of the existing literature, this study intended to identify the characteristics of service quality in Chinese mid/low-priced hotels and to consider their impact on customer satisfaction and revisit intention. We also wanted to examine the moderating effect of the O2O platform between the characteristics of service quality and customer satisfaction. A survey was carried out on customers using mid/low-priced hotels in China and empirical analyses were conducted using regression analyses. Results: First, in the hypothesis of service qualities' effects on customer satisfaction were identified with significant positive effects. Second, in the hypothesis of service qualities' effects on revisit intention, "tangibles, reliability, and empathy" have shown significant positive. Third, in the verification of the moderating effect of the O2O platform, there were "positive partial moderating effects" between service qualities and customer satisfaction. Finally, the effect of customer satisfaction on revisit intention was positive significant. Conclusions: In order to satisfy their customers, improvements in service quality should be made first. In addition, customer satisfaction had a positive impact on revisit intention. In order to revitalize Chinese mid/low-priced hotels, differentiation strategy is also needed for specialized customers such as college students, and basically, efforts should be made to optimize the O2O platform. O2O platforms should establish optimal platform construction strategies based on the customer's perspective. After all, in the case of Chinese mid/low-priced hotels, it is necessary to strengthen the construction of the latest hardware infrastructure and O2O platform of software infrastructure, and to improve customers' advanced online and offline experiences. Finally, regarding the hypothesis that was rejected among service qualities' characteristics, we tried to discuss the reason and find the implications of these.

• 한국치위생학회지
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• 제16권2호
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• pp.185-193
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• 2016

Objectives: The purpose of the study was to examine the recognition and satisfaction of dental care customers after 1 year national health insurance coverage of dental scaling. Methods: A self-reported questionnaire was completed by 477 dental care customers in Gyeongbuk, Busan, Yangsan, and Gyeonggido from July 18 to September 30, 2014 after receiving informed consents. The questionnaire consisted of general characteristics of the subjects(5 items), subjective awareness of oral health(4 items), recognition of scaling(5 items), and recognition and satisfaction of scaling health insurance(5 items). Data were analyzed using SPSS version 20.0 program. Results: Those who recognized the national health insurance coverage of dental scaling accounted for 80.1 percent and 47.2 percent of them got the health insurance coverage via media advertisements. Those who received the scaling service by health insurance coverage accounted for 73.8% and 66.2% of them were very satisfied with the service. Among the customers, 91.8% were satisfied with scaling health allotment. There was a statistical significance between scaling health insurance and subjective oral condition recognition(p<0.01). Through the health insurance coverage scaling service, the oral health in Korea will improve much. Conclusions: The expansion of health insurance coverage of scaling service will provide the universal oral health care for all people. Owing to low cost service, people will actively try to come in contact with public health service in the future.

• 디지털융복합연구
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• 제18권1호
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• pp.147-157
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• 2020

본 연구는 건강검진센터 이용자들의 재이용 의도에 영향을 미치는 요인을 파악하기 위한 서술적 조사 연구이다. 자료 수집은 일개 종합병원의 건강검진센터를 방문한 195명을 대상으로 자가보고 설문지를 이용하였다. 건강검진센터 재이용 의도는 고객만족과 구전 커뮤니케이션과 정적 상관관계를 보였으며, 다중 회귀분석 결과, 고객만족과 지각된 건강상태가 재이용 의도의 총 분산의 29%를 설명하였다. 따라서 건강검진센터 재이용 의도를 높이기 위해서는 병원과 간호관리자는 센터 이용자들의 고객만족을 향상시키는 노력을 하여야 한다. 특히 건강검진 결과 상담과 고객의 요구에 따른 개별적인 맞춤형 건강관리, 고객관리관리 및 마케팅 전략이 요구된다. 또한 기존의 단순한 건강 체크 혹은 고객 접수만을 하였던 건강검진센터의 간호사의 역할을 적극적이고 개별 맞춤형 건강교육을 제공하고 초기 진료 후 계속적으로 건강검진 계획과 건강관리를 하도록 하는 역할로의 확장이 필요하다.

• 한국조리학회지
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• 제17권1호
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• pp.155-170
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• 2011

본 연구의 목적은 레스토랑 고객의 지각된 가격이 고객만족과 재방문의도에 영향을 미치는 과정에서 감정반응의 효과에 대해 검증하고 쿠폰유형에 따른 조절효과를 알아보고자 하였다. 본 연구의 자료는 퀵서비스레스토랑을 방문한 303명의 설문조사를 통해 추출되었고 자료분석은 SPSS 16과 AMOS 16.0 통계패키지프로그램이 사용되었다. 연구결과 감정반응은 지각된 가격과 고객만족의 관계에서 완전매개역할을 하는 것을 알 수 있다. 또한 쿠폰은 지각된 가격과 고객의 감정반응의 영향관계에서 조절효과를 하는 것을 알 수 있다. 또한 지각된 가격과 긍정적 소비감정에 대한 할인쿠폰의 조절효과는 무료쿠폰과 경품 쿠폰보다 강하게 나타났고 지각된 가격과 부정적 소비감정에 대한 조절효과는 경품쿠폰이 할인쿠폰보다 높게 나타났다. 본 연구의 시사점은 레스토랑 운영자가 적절하게 쿠폰을 사용함으로써 고객의 반응과 지각된 가격뿐만 아니라 고객의 만족수준을 높일 수 있을 것이다.

• 한국프랜차이즈경영연구
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• 제14권2호
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• pp.49-60
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• 2023

Purpose: NBS (Natural-based Solutions) characteristics as eco-friendly hotels were divided into eco-friendly indoor and outdoor to structurally verify the relationship between customers' perceived eco-friendly value, psychological well-being, customer satisfaction, and pro-environmental behavioral intention. Research design, data and methodology: This survey conducted responses to customers who had experience using eco-friendly hotels for the past two years. SPSS 22.0 and AMOS 22.0 statistical programs were used for the collected questionnaire data. First, frequency analysis and confirmatory factor analysis (CFA) were verified, and structural correlation between variables was verified by covariance matrix structural equation (CB-SEM). Result: First, NBS was found to have a significant positive (+) effect on perceived eco-friendly value and psychological well-being. Second, psychological well-being was found to have a significant positive (+) effect on customer satisfaction and eco-friendly behavioral intention. Finally, Hypothesis 3 was accepted as perceived eco-value showed a significant positive (+) effect on eco-friendly behavioral intention, but Hypothesis 2 was rejected because it did not have a significant effect on customer satisfaction. Conclusions: theoretical and practical implications for the impact of NBS as an eco-friendly hotel on customers' eco-friendly behavior can be provided, as well as basic evidence for establishing efficient management strategies for hotel companies.

• 한국경영과학회지
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• 제41권3호
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• pp.75-96
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• 2016

This paper investigates the usefulness of drones in an urban delivery system. We define the vehicle and drone routing problem with time window (VDRPTW) and present a model that can describe a dual mode delivery system consisting of drones and vehicles in the metropolitan area. Drones are relatively free from traffic congestion but have limited flight range and capacity. Vehicles are not free from traffic congestion, and the complexity of urban road network reduces the efficiency of vehicles. Using drones and vehicles together can reduce inefficiency of the urban delivery system because of their complementary cooperation. In this paper, we assume that drones operate in a point-to-point manner between the depot and customers, and that customers in the need of fast delivery are willing to pay additional charges. For the experiment datasets, we use instances of Solomon (1987), which are well known in the Vehicle Routing Problem society. Moreover, to mirror the urban logistics demand trend, customers who want fast delivery are added to the Solomon's instances. We propose a hybrid evolutionary algorithm for solving VDRPTW. The experiment results provide different useful insights according to the geographical distributions of customers. In the instances where customers are randomly located and in instances where some customers are randomly located while others form some clusters, the dual mode delivery system displays lower total cost and higher customer satisfaction. In instances with clustered customers, the dual mode delivery system exhibits narrow competition for the total cost with the delivery system that uses only vehicles. In this case, using drones and vehicles together can reduce the level of dissatisfaction of customers who take their cargo over the time-window. From the view point of strategic flexibility, the dual mode delivery system appears to be more interesting. In meeting the objective of maximizing customer satisfaction, the use of drones and vehicles incurs less cost and requires fewer resources.