• Culinary science and hospitality research
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• v.20 no.2
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• pp.232-245
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• 2014

The purpose of this study is to show that the servicescape influences customers' attitudes and behavior in retail business environments. Based on the findings from the related studies, this study proposed a model which explores how customers' perceptions of sevicescape influence customers' cognitive, affective, and conative attitudes (i.e., brand image, customer satisfaction, and revisit intention) in franchise coffee shops. In order to test the proposed research framework, the data were collected in Daegu and two other cites located in Gyeongbuk province. Descriptive statistics, factor analysis, and a series of multiple regression analysis were utilized in the study. The findings showed that the servicescape of franchise coffee shops significantly affected customers' cognitive, affective, and conative attitudes. In particular, it is found that the affective attitude (i.e., customer satisfaction) was best explained by the servicecape among the three types of attitudes. Marketing implications are also discussed based on the findings.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.9 no.6
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• pp.153-161
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• 2014

This study is to contribute to the policy decision of cosmetic industry through analyzing marketing mix factors which affects customers' buying intention. For this study, marketing mix factors that impact on cosmetic customers purchasing intention were collected and chi-square independence analysis of SPSS and qualitative analysis technology of Kano & Timko were used. Analysis reached one conclusion, which factors were maximizing customers satisfaction, shows the price discount policy and recommendation from family and colleague. Product's effectiveness, usefulness and skin compatibility were rated as an one-dimensional quality as those factors were linearly affected when customers needs were satisfied. However product's containers, package design, colors, brand reputation, low and middle price, distribution channel and advertising medias were investigated as an indifferent quality and they were rated as low satisfaction/dissatisfaction coefficient of Timko. Therefore they do not need to invest to those factors too much budget for attaining customers' buying intention.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.25 no.1
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• pp.63-70
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• 2002

The purpose of this paper is to investigate the customer's requirements for shoe products using the survey method, to analyze customers' needs, and to supply 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 md 50,000 won.

• Journal of Global Scholars of Marketing Science
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• v.17 no.4
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• pp.91-111
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• 2007

Marketing is said to be a zero sum game i.e. each gain of customer for a firm is always at the expense of some other firm's customers. Therefore in a marketplace churn is a natural occurrence. Churn in Indian telecom market is among the highest in growing telecom markets. By using binary logistics regression analysis based models based covering a sample of 822 Indian telecom subscribers; this paper attempts to examine the determinants of churn. The future churn is found to be dependent on satisfaction level of the customer with the service provider, attitude and loyalty of the customer variables, intended churn (i.e. intention to churn) and current loyalty (defined as intention to recommend) and distraction (i.e. intention to experiment).

• The Research Journal of the Costume Culture
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• v.12 no.5
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• pp.805-818
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• 2004

The recent interests of the 'brand equity' concept as the essential subject in the brand management and control sector has induced the fashion marketers to evaluate the fashion brand equity. Thus this study conducted a survey on the consumers that were aware of three national shoes brands(Kumkang, Esquire, and Elcanto) and analyzed the results using SPSS 11.0. The research results were as follows. First of all, factor analysis was carried out to find out the elements of brand equity that customers put emphasis on three national shoes brands(Kumkang, Esquire, and Elcanto). Four important brand equity elements were found such as individuality, brand/corporate awareness, satisfaction, and price benefits. Secondly, regression was executed to find out more important brand equity elements that influence the customers. Among them individuality was considered as the most important element, followed by brand/corporate awareness, satisfaction, and price benefits. Finally Kumkang was found out to have the highest brand equity, followed by Esquire, and Elcanto based on the customer's evaluation.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.04a
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• pp.8-13
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• 2006

In this paper, we try to find success factor to satisfy Female Customer of a Family Restaurant We survey Female Customers Requirement and make a Questionnaire based on Female Customer by interview and internet Homepage. We find Potential customer satisfying factor by using Kano Analysis and Timko's CS coefficient and Potential Customer Satisfactionv improvement Index(PCSI) which is suggested by Leem represents how much a service feature can increase the degree of customer satisfaction when the service feature is fully fulfilled. We also discuss how to use this result, we hope our result to apply customer satisfying many fields not only Family Restaurant.

• Journal of the Korean Society of Food Culture
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• v.21 no.1
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• pp.51-56
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• 2006

This research suggests critical and specific decisive variables that affect general service quality of the products in family restaurants, considering features of services in which consumption and production happens simultaneous by collecting the raw data through point of sales. It also analyses the factors and helps to offer them practical strategies by providing managers of the restaurants and marketers with empirical viewpoints based on the research. Generally, family restaurants need their own physical environment and are required to encourage customers to revisit themselves by maintaining pleasant environment as well as, considering space for customers and for employees' working routes and effective maintenance of the facilities. The result of the study also tells that even if the unimportant factors did not affect much on the restaurants, management over these factors can be a differentiated strategy for competitive advantage over the other businesses.

• Journal of the East Asian Society of Dietary Life
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• v.21 no.1
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• pp.88-97
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• 2011

The purposes of this study were to understand the influence of perceived service quality in Korean restaurants on customer satisfaction and to empirically analyze whether or not nationality (foreigner vs. Korean) plays a moderating role in the relationship between perceived service quality and customer satisfaction. Based on a total of 2,812 samples obtained from empirical research, the hypothesized relationships in the model were tested simultaneously using a structural equation model (SEM). The SEM results showed that menu quality, value & price, employee service, and physical environment among customers' perceived service quality had significant positive effects on customer satisfaction. In addition, the effect of perceived service quality in Korean restaurants on customer satisfaction was found to be partially moderated by nationality (foreigner and Korean). Limitations and future research directions are also discussed.

• Journal of Korea Society of Digital Industry and Information Management
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• v.6 no.1
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• pp.211-223
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• 2010

Since its conception, the Internet has been exponentially growing and recent forecasts state that by the year 2011 almost one-quarter of the world's population will have internet access and few places have seen the radical effects of this new technology as strongly as south Korea which currently has the highest percentage of broadband users in the world with over 70% of its homes running at over 2Mbit/s. This explosion has revolutionized the way the industries, including that of the hospitality industry have conducted their businesses. The main challenge of this study was to explore how customers are currently using the Internet when developing purchase intentions. Customers were asked, through surveys, to evaluate four specific factors: format, accuracy, content and timeliness (FACT) in terms of their importance when making a restaurant choice. The findings of this study were as follows: content influenced the customer satisfaction, as well as timeliness influenced the customer satisfaction. But the other factor of the information didn't have interaction with the customer satisfaction. Customer satisfaction influenced the loyalty.

• Journal of the Korean Operations Research and Management Science Society
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• v.38 no.1
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• pp.183-199
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• 2013

This study investigates customers' different behavior in accumulating and redeeming points and focuses on the moderating effect of usage level. We measure the hedonic accumulation and redemption ratio and usage level using loyalty program transaction data and link them to the survey data of loyalty and satisfaction. By doing so, we examine the effects of hedonic accumulation and redemption ratio on a consumer's loyalty intention and his or her satisfaction and the moderating effect of usage level. The result shows that there is a significant positive effect of hedonic accumulation and redemption ratio on customer loyalty and the mediating role of satisfaction on customer loyalty in both stages. And accumulation and redemption most importantly, we find an interaction effect of usage level on outlet type in point redemption stage while no effect in accumulation stage. That is if customers accumulate and redeem points at a hedonic outlets in both stages, it will give him a feeling of satisfaction and finally it will enhance the loyalty toward the focal loyalty program. And light buyers' loyalty increase more than those of heavy buyers when they redeem points in hedonic outlet. Our findings will help marketing managers of loyalty program to apply the effective segmentation strategy to the reward program which affects the customer's satisfaction and loyalty.