• 유통과학연구
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• 제14권3호
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• pp.93-101
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• 2016

Purpose - Due to the heavy reliance on the human dependence, several factors such as attitude, behavior, emotional status and the quality of the service by the employees have been a decisive effect on the existence of a business in service industry. This study made use of the cases from the beauty salons in Korea, and tried to find out the meaningful results with following purposes. The purpose of this study is to find out the effects of psychological ownership with focusing on the employees in service industry. Therefore, this study is based on the literature reviews in the fields of psychological ownership, regulatory focus, and customer satisfaction. In particular, this study focuses on the regulatory focus with two parts. The two parts are composed of the promotion focus and prevention focus. Also, the relationship between the regulatory focus on employee and customer satisfaction was identified through empirical study. Mediating effects of regulatory focus were also studied, that is, the regulatory focus was on the relationship between psychological ownership and customer satisfaction. In conclusion, practical and intellectual implications were discussed for the growth and development in service industry. Research design, data & methodology - The survey for this study was conducted from November 15th to December 15th in 2015. The same amount of survey was given to both, the service providers and customers. For both of them, such as the service providers and customers, 260 questionnaires were distributed to them in total. After excluding the missing and unreliable responses for the exact analysis and process, 250 responses were collected and used in the research analysis. This study conducted a survey questionnaires, and the confirmatory analysis was used for the reliability and validity in this study. SPSS & AMOS programs were used for the analysis. Results - The first variable that was looked at from this study is the psychological ownership. The psychological ownership had positive effects on the performance both in improving focus and prevention focus. It indicates that this study supports the results from the previous studies. Second, the effects on the performance in improving focus and prevention focus for customer satisfaction were studied. As a result, the performance in improving focus had positive effect on customer satisfaction, but prevention focus did not have any positive effect. Third, this study looked at the mediating effect of regulatory focus on the relationship between the psychological ownership and the customer satisfaction, and only partly, they had positive effects on customer satisfaction. Conclusions - The results of this study showed that the psychological ownership has positive effects on regulatory focus both in performance improving focus and prevention focus. However, the mediating effects had partial positive effects on customer satisfaction and these results indicate that the service enterprises should focus on the employees' psychological ownership in order to maximize the customers' satisfaction.

• 동아시아식생활학회지
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• 제27권2호
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• pp.168-175
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• 2017

This study surveyed the status of recognition, effort, and satisfaction of customers on a low-sodium diet in industry foodservice. For recognition related to sodium intake, 34.6% answered 'sure' for awareness of WHO's recommended daily sodium intake. Recognition of healthiness of low-sodium diet scored an average of $3.77{\pm}0.8$. The most frequent dietary effort related to low-sodium diet was 'I leave the broth of soup/stew (23.7%)', and the most common reason for not making an effort related to low-sodium diet was 'I often eat out (25.2%)'. Recognition of saltiness of foodservice meals was $2.84{\pm}0.69$, and the saltiest food was 'kimchi (30.4%)', followed by 'side dish (17.9%)', 'soup/stew (16.8%)', and 'sauce (8.3%)'. Satisfaction of low-sodium foodservice meal was $3.04{\pm}0.71$. Reasons for recognition of saltiness of foodservice meal were mostly 'appropriate' or 'prefer less salty (86%)'. In the analysis of satisfaction of low-sodium foodservice meal according to occupation, satisfaction of 'level of saltiness ($F=5.046^{**}$)' scored an average of $3.18{\pm}0.72$, with the highest satisfaction from 'professionals'. Satisfaction of 'dietary behaviors related to sodium ($F=3.534^{**}$)' scored an average of $3.95{\pm}0.59$, with the highest satisfaction from 'government employees (p<0.01)'. These study results show that despite recognition of the healthiness of a low-sodium diet, efforts toward practicing the diet were less than adequate. Further, 25% felt that foodservice meal was a blend, whereas satisfaction of low-sodium diet was only 19%. Therefore, continuous education and advertisements are necessary in order to raise awareness as well as developing more concrete methods during preparation of meals, such as using a salt meter.

• The Journal of Asian Finance, Economics and Business
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• 제9권6호
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• pp.389-402
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• 2022

The purpose of the study is to analyze the significant impacts of expectations, performance, complaints, and fairness that affect consumer satisfaction. The methodology involves reviewing and referencing relevant literature carefully, then proposing a model for customer satisfaction. This study is empirically based on a survey with 50 respondents who work in the field of import and export in the region stretching from the north to the south of Vietnam. The sampling method used in this study is the in-depth interview method. The results show that: (1) expectation has a specific impact on customer satisfaction, (2) performance has a positive impact on customer satisfaction, and (3) complaint which is an intermediary factor between expectation, performance, and fairness has an impact on satisfaction, (4) fairness has a positive effect on satisfaction, in addition, fairness is an extremely important feature when customers choose an import-export service. Research implies that increasing expectations, performance, and fairness results in an improved customer experience and satisfaction when they use the service. It is suggested that the complaint factor continue to be studied and looked into because it still has some effect on satisfaction and is an intermediate variable that changes how the other factors relate to each other.

• 품질경영학회지
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• 제32권2호
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• pp.212-231
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• 2004

It is very important to produce military goods for customers, and a customer satisfaction index should be developed for quality control of military goods. Seoul National University and Defense Quality Assurance Agency jointly developed MCSI (Military Customer Satisfaction Index). In this paper the model of MCSI is explained, and the sampling design and survey method is introduced. Also a preliminary test was undertaken, and its result is briefly explained.

• 통상정보연구
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• 제11권1호
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• pp.219-238
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• 2009

The purpose of this study was to find out purchase motive factors working on our customers in online shopping mall industry developing day by day, and refer to previous literatures to analyze possible effects of those factors on Satisfaction, so that it could identify which purchase motive factors may have effects on Satisfaction.

• International Journal of Quality Innovation
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• 제8권1호
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• pp.76-86
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• 2007

This paper reports on a study investigating key attributes of service recovery strategies in internet shopping mall. In theses day, service recovery has received important attention in the service operation management literature. Service recovery involves those actions designed to resolve problems, alter negative attitudes of dissatisfied consumers and to ultimately retain these customers. The study examined that service recovery strategies (apology, compensation) impact on the customer satisfaction. And customer satisfaction impacts on customer loyalty with SEM (Structural Equation Modeling). This study can be used a strategic implication for internet shopping mall managers to develop successful service recovery strategies.

• 디지털융복합연구
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• 제10권8호
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• pp.39-44
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• 2012

정보화의 진전, 스마트화 등으로 분쟁해결방식도 다양해지고 있으며, 기존의 분쟁해결방식까지도 다양하게 변화하고 있다. 이처럼 사회구조의 변화에 따라 분쟁해결방식이 다양해짐에 따라 분쟁이 발생하여 이를 해결하고자 할 경우 분쟁 당사자는 어디에서 어떤 방식을 이용하여 분쟁을 해결할 것인지를 선택해야 한다. 서비스의 제공이라는 관점에서 분쟁해결수단에 대한 창구를 일원화하게 되면 분쟁당사자로서는 보다 효율적으로 분쟁해결방법을 찾고 선택하는 것이 가능할 것이다. 다만 창구일원화를 법원으로 하게 되면 법원에 과중한 업무 부담이 초래될 수 있어 신속성이 저해될 수 있다. 하지만 이러한 서비스를 온라인상으로 제공할 수 있다면 법원의 업무부담도 크게 증가하지 않을 것이며, 분쟁당사자로 하여금 적절한 분쟁해결방식을 선택할 수 있는 기회를 제공함으로 업무효율성을 기대할 수 있을 것이다.

• 한국조리학회지
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• 제15권3호
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• pp.307-323
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• 2009

조사대상자의 일반적인 특성과 외식 행동 특성은 빈도(N)와 백분율(%)로 나타내었으며, 조사대 상자의 일반적 특성에 따른 인식에 관한 차이를 알아보기 위해 $x^2$-검정을 실시하여 유의성을 검정하였고, 메뉴 선택행동은 요인분석(Factor analysis)을 실시하였으며, 메뉴 선택 요인과 일반적인 특성과의 차이(t-test & ANOVA)를 검정하였고, 건강지향도과 만족도와의 다중회귀분석(Multiple regression analysis)을 실시하였다. 인구통계적 변인들과 메뉴 선택 행동의 차이는 대체로 연령, 학력, 소득 수준이 높을수록 평균이 높게 나타나 웰빙 메뉴 선택 행동에 높은 관여를 보이는 것으로 조사되었으며, 메뉴 선택 행동이 건강지향성과 만족도에 미치는 영향에 관한 회귀분석결과 식생활 습관성은 건강지향성과 만족도에 영향을 미치지 못하는 것으로 조사되었다. 따라서 외식기업들은 이러한 집단을 마케팅 목표로 설정하여 그에 맞는 메뉴 개발 및 업체의 컨셉을 정하여 판매 촉진을 개선시키는 것이 바람직하다고 할 수 있다.

• 한국정보통신학회논문지
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• 제16권10호
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• pp.2309-2315
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• 2012

본 연구의 목적은 항공사 SNS의 지속적인 사용을 유도할 수 있는 방안을 제시하고 새로운 SNS 비즈니스 모델 구축 및 마케팅 전략수립에 유용한 가이드라인을 제시하는 것이다. 세부적으로 항공사 SNS의 정보품질, 관계혜택, 만족 등의 요인 간 영향관계를 분석하였다. 실증분석 결과에 의하면, 항공사 소셜네트워크서비스의 시스템품질과 정보서비스품질은 사회적 혜택, 심리/고객화 혜택, 경제적 혜택에 유의한 영향을 미치는 것으로 나타났다. 관계혜택중에서는 사회적 혜택과 심리/고객화 혜택이 고객 만족에 유의한 영향을 미치는 것으로 나타났다.

• 한국산학기술학회논문지
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• 제16권6호
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• pp.3829-3836
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• 2015

기업의 실제적인 불만처리 반응은 불만 고객의 이탈을 줄이는 기업의 중요한 성공요인이다. 이에 본 연구는 기업의 불만처리 반응을 실질적인 보상, 종업원(직원)의 호의적인 행동 그리고 기업의 절차로 구분하였다. 이때 고객의 정의인식인 공정성 지각이 신뢰와 만족에 미치는 영향을 실증적으로 검증하여 실제적인 기업 반응의 중요성을 제시하고자 한다. 연구 대상은 기업에게 직접적으로 불만을 제기한 경험이 있는 210명의 설문 자료를 SPSS, AMOS를 이용하여 분석하였다. 연구 결과를 요약하면 불만고객에 대한 보상은 공정성에 유의한 영향을 미치는 것으로 나타났으며, 종업원의 호의적인 태도도 공정성에 유의한 영향을 미치는 것으로 나타났다. 불만에 대한 기업의 절차 역시 공정성에 유의한 영향을 미치는 것으로 본 연구에서는 분석되었다. 특히, 이러한 공정성은 정의 인식으로 고객의 미래 행동인 신뢰와 만족에 영향을 미치는 것으로 나타났다. 이런 연구 결과에 근거하여 시사점을 제시하고 미래 연구를 제안하였다.