• Journal of the Korean Society of Food Culture
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• v.24 no.4
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• pp.413-418
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• 2009

Existing literature on the CRM [Customer Relationship Management] has emphasized the marketing strategies between the franchisor and franchisee. In this study, we focused instead on factors involved in forging relationships based on marketing strategies between franchisee and the customers. A survey questionnaire was completed by 250 customers of Korean-style food franchises located in Seoul and Inchon. Each questions is based on a 5-point likert-type scale. After initial data recording, 41 questionnaires were deleted from the data set because of missing or insincerely answer. Finally, the sample data of 209 questionnaires were used for the statistical analysis. The data were analyzed with SPSS version 13.0 software to assess consumer satisfaction, trust, and support/reputation on flexibility and commitment. Regression analysis was performed to analyze the relationship between flexibility and commitment. Satisfaction and support/reputation significantly influenced flexibility, both satisfaction and trust significantly influenced commitment, and both flexibility and commitment significantly influenced the restaurant-consumer relationship.

• The Journal of Industrial Distribution & Business
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• v.15 no.1
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• pp.1-8
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• 2024

Purpose: The purpose is to investigate the types of communication between aviation industry workers and passengers according to environmental changes following the COVID-19 pandemic. This study analyzes the impact of verbal and non-verbal communication styles of airport staff, especially those working at airline check-in counters, on passenger satisfaction. Research Design: The research design focuses on the impact of verbal communication styles and non-verbal communication factors of airline check-in counter staff, who represent the initial point of contact with passengers among airport staff, on passenger satisfaction. The survey period for sample collection was from July 1 to July 30, 2023, and the study was conducted targeting passengers boarding aircraft through Incheon Airport and Gimpo Airport. Result: First, it is important for airport staff to recognize all passengers, especially corporate customers, as corporate customers rather than simply as individuals boarding an airplane. Second, as the importance of non-verbal expressions increases due to the impact of COVID-19, physical and verbal responses are necessary. Third, it is important to check which language the passenger understands. Conclusions: Since communication through nonverbal expressions has become more important since COVID-19, airport employees need to recognize the importance of nonverbal communication. This awareness can serve as a foundation for building trust between airport staff and passengers.

• Journal of Korean Clinical Health Science
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• v.2 no.2
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• pp.148-157
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• 2014

Purpose. This study compares and analyzes customer service on customer satisfaction and customer royalty on customer satisfaction targeting the customers visiting a hospital or a clinic which is franchised or not. And it aims at helping business rationalization for a medical institution. Methods. This paper conducts a survey and selects a sample of 670 customers except the missing value targeting the customers of 4 primary health care institutions and 4 bigger health care institutions in Seoul and Gyeonggi province. It conducts frequency analysis for the purpose of investigating the respondents' generic characteristic and factor of their medical institution selection, and factor analysis, reliability analysis and regression analysis for the hypothesis testing. Results. The first hypothesis testing result is significant in level of significance of 0.01. The second one is the same as the first one, but the dummy variable shows a negative regression coefficient(-0.479). The third one is significant in level of significance of 0.01, but the forth one is not significant. And the respondents prioritize website(Home page) and convenience in use of a hospital procedure for selecting a hospital or a clinic. Conclusions. The additional analysis finds that the franchised group has more satisfaction than none franchised group. But in case of their royalty, the average of franchised and none franchised groups are not significantly different. Therefore, the results of this paper reveal to support the results of the advanced researches.

• Culinary science and hospitality research
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• v.12 no.3 s.30
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• pp.1-16
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• 2006

This study investigates the level of customers' preferences for the menu at rice cake cafes. The study aims at examining the potential of restaurants with rice cake dishes and suggesting the ways to contribute to the potential. For this study, various rice cake cafes in Seoul which were often mentioned in the Internet portal sites and mass media are selected such as Jilsilu, Midan, Yaemunbyeonggwa, and Howeondang. Some of the customers in these rice cake cafes from August 16th to 26th in 2005 are the participants in this study. Using Windows SPSS 11.0 for statistical analysis, the validity of the items in the questionnaire is tested through Cronbach's Alpha which also reveals the internal reliability. Variables are analysed to eliminate less important variables. In order to examine the differences between groups by norm population profiles, t-test and ANOVA are conducted. For obtaining the degree of impact of rice cake cafe preference variables on the satisfaction in the rice cake cafe, regression analysis is carried out. As a result, for preferences for dishes, 19 variables among 22 are identified and divided into four factors which are named as 1) fundamental factor, 2) external factor, 3) appearance factor, and 4) structural factor. The fundamental factor, external factor, appearance factor, and structural factor are all significantly influential to the level of satisfaction with the menu, yet the fundamental factor is the most powerful factor among them.

• The Journal of Korean Medicine
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• v.31 no.2
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• pp.124-136
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• 2010

Objective:: This study aimed to examine the customers' utilization of and satisfaction with oriental medical clinics in South Korea. Method: The data for this study were collected from 1,208 patients of 391 oriental medical clinics through a mail questionnaire survey from September to December 2008. The collected data were analyzed by the frequency analysis and $X^2$-test. Results: The results of the study were as follows. First, the most important reason that patients used oriental medical services was to get both oriental and western medical services simultaneously, because they thought such approach would be more effective for treating their diseases. Second, two important reasons that patients visited oriental medical clinics were "the reputation of and trust in the oriental medical clinics" and "the recommendation of their family and friends". Third, many patients of the oriental medical clinics have concerns about the "high prices and the outcome of oriental medical services". Fourth, the most preferred oriental medical service was "acupuncture". Fifth, it was found that 75% of the respondents were satisfied with the services they had received. They told that the outcome of the care and the kindness of the clinics' staff were very important factors that have an impact on their satisfaction. Conclusion: The study results imply that oriental medical clinics have to make an effort to strengthen their reputation and trust in the community through the scientific validation of oriental medicine, differentiated services mixed with traditional value, customer relationship management, reasonable and acceptable price of the services, staff education, and continuous quality improvement.

• Culinary science and hospitality research
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• v.16 no.1
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• pp.165-179
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• 2010

The purpose of this research is to examine the importance of the physical surroundings for the restaurants in the local specialities food town and how their physical surroundings influence on the customer emotional responses and satisfaction to suggest the improvements and implications of the physical surroundings. The questionnaire for a survey was distributed to the customers who have visited the restaurants specialized in Korean beef located in the Sanoei Korean beef town, Jeongeup. The results of this research are as follows. First, except for attractiveness among the factors of physical surroundings(convenience, attractiveness, cleanliness and amusement), as cleanliness and convenience occupy high degree, customers were presented to response more emotionally. Second, except for attractiveness among convenience, attractiveness, cleanliness and amusement, as cleanliness and convenience occupy high degree, customers were presented to be more satisfied. Third, customer emotional response influences on customer satisfaction with the food town for local speciality.

• Journal of the Korean Society of Industry Convergence
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• v.25 no.1
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• pp.1-10
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• 2022

This study is a marketing tool for securing loyal customers and increasing sales by developing a customizing manual according to the change of segmented nail art consumption pattern due to the development of the nail industry and performing art to meet the needs of various customers and increase satisfaction. This was done to demonstrate the possibility of use. In order to develop a manual for the study, we conducted a survey that combined an online survey and in-person survey for ordinary citizens in their 20s and 50s living in Busan and Gyeongnam. Taste (50.0%) was the highest, and personal preference (62.9%) was also the highest for items related to nail art color selection, suggesting that the consumption pattern is changing to require a variety of personal art preferences rather than recommendations or recommendations from practitioners. Could know. As a result of performing nail art by applying the customizing manual developed based on customer selection, opinions were shown in the order of reliability (39.1%), attachment (39.1%), and rarity (26.1%). Utilization (73.9%) was also high in the question of 'If customizing manual was developed as an app', and overall satisfaction with the art selected by the customer was high, indicating that the customer had a high degree of attachment to the nail art design decided by the customer. As for the improvement points of the manual, it was possible to confirm the necessity of developing the app with the majority opinion that handwriting was inconvenient. Based on the nail art customizing manual of this study, the follow-up research proceeds with the app production and utilization process, and it is hoped that it will be used as a basic data for sales promotion by increasing customer satisfaction according to the rapidly changing consumption patterns of nail customers.

• The Journal of Asian Finance, Economics and Business
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• v.9 no.9
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• pp.299-307
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• 2022

The goal of the study is to examine and assess how the factors of logistics service quality provided by logistics service providers influence customer loyalty and satisfaction in Vietnam. This study employs samples of the Kansei technique. The article's data was gathered through an online survey of 388 distinct Vietnamese customers who used logistics services before and during the Covid-19 outbreak. After the data was obtained, it was evaluated using SmartPLS 3.0's Cronbach's Alpha test and structural equation model (SEM). Staff service quality, operational service quality, and technical service quality are the three factors that determine the quality of logistics services in the study. Out of the 10 proposed hypotheses, research findings show that five are acceptable. The Covid-19 Pandemic in Vietnam had a significant impact on all dimensions, but it had no effect on how satisfied customers were with the logistics service providers. Nevertheless, loyalty is considerably influenced by only one factor, which is customer satisfaction, and customer trust moderates the relationship between these two factors. As a consequence of that, several managerial implications have been proposed to help logistics service providers improve their services to attract and keep Vietnamese customers using their service in the long term.

• Journal of Distribution Research
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• v.15 no.3
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• pp.71-110
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• 2010

1. Introduction Today Internet is recognized as an important way for the transaction of products and services. According to the data surveyed by the National Statistical Office, the on-line transaction in 2007 for a year, 15.7656 trillion, shows a 17.1%(2.3060 trillion won) increase over last year, of these, the amount of B2C has been increased 12.0%(10.2258 trillion won). Like this, because the entry barrier of on-line market of Korea is low, many retailers could easily enter into the market. So the bigger its scale is, but on the other hand, the tougher its competition is. Particularly due to the Internet and innovation of IT, the existing market has been changed into the perfect competitive market(Srinivasan, Rolph & Kishore, 2002). In the early years of on-line business, they think that the main reason for success is a moderate price, they are awakened to its importance of on-line service quality with tough competition. If it's not sure whether customers can be provided with what they want, they can use the Web sites, perhaps they can trust their products that had been already bought or not, they have a doubt its viability(Parasuraman, Zeithaml & Malhotra, 2005). Customers can directly reserve and issue their air tickets irrespective of place and time at the Web sites of travel agencies or airlines, but its empirical studies about these Web sites for reserving and issuing air tickets are insufficient. Therefore this study goes on for following specific objects. First object is to measure service quality and service recovery of Web sites for reserving and issuing air tickets. Second is to look into whether above on-line service quality and on-line service recovery have an impact on overall service quality. Third is to seek for the relation with overall service quality and customer satisfaction, then this customer satisfaction and loyalty intention. 2. Theoretical Background 2.1 On-line Service Quality Barnes & Vidgen(2000; 2001a; 2001b; 2002) had invented the tool to measure Web sites' quality four times(called WebQual). The WebQual 1.0, Step one invented a measuring item for information quality based on QFD, and this had been verified by students of UK business school. The Web Qual 2.0, Step two invented for interaction quality, and had been judged by customers of on-line bookshop. The WebQual 3.0, Step three invented by consolidating the WebQual 1.0 for information quality and the WebQual2.0 for interactionquality. It includes 3-quality-dimension, information quality, interaction quality, site design, and had been assessed and confirmed by auction sites(e-bay, Amazon, QXL). Furtheron, through the former empirical studies, the authors changed sites quality into usability by judging that usability is a concept how customers interact with or perceive Web sites and It is used widely for accessing Web sites. By this process, WebQual 4.0 was invented, and is consist of 3-quality-dimension; information quality, interaction quality, usability, 22 items. However, because WebQual 4.0 is focusing on technical part, it's usable at the Website's design part, on the other hand, it's not usable at the Web site's pleasant experience part. Parasuraman, Zeithaml & Malhorta(2002; 2005) had invented the measure for measuring on-line service quality in 2002 and 2005. The study in 2002 divided on-line service quality into 5 dimensions. But these were not well-organized, so there needed to be studied again totally. So Parasuraman, Zeithaml & Malhorta(2005) re-worked out the study about on-line service quality measure base on 2002's study and invented E-S-QUAL. After they invented preliminary measure for on-line service quality, they made up a question for customers who had purchased at amazon.com and walmart.com and reassessed this measure. And they perfected an invention of E-S-QUAL consists of 4 dimensions, 22 items of efficiency, system availability, fulfillment, privacy. Efficiency measures assess to sites and usability and others, system availability measures accurate technical function of sites and others, fulfillment measures promptness of delivering products and sufficient goods and others and privacy measures the degree of protection of data about their customers and so on. 2.2 Service Recovery Service industries tend to minimize the losses by coping with service failure promptly. This responses of service providers to service failure mean service recovery(Kelly & Davis, 1994). Bitner(1990) went on his study from customers' view about service providers' behavior for customers to recognize their satisfaction/dissatisfaction at service point. According to them, to manage service failure successfully, exact recognition of service problem, an apology, sufficient description about service failure and some tangible compensation are important. Parasuraman, Zeithaml & Malhorta(2005) approached the service recovery from how to measure, rather than how to manage, and moved to on-line market not to off-line, then invented E-RecS-QUAL which is a measuring tool about on-line service recovery. 2.3 Customer Satisfaction The definition of customer satisfaction can be divided into two points of view. First, they approached customer satisfaction from outcome of comsumer. Howard & Sheth(1969) defined satisfaction as 'a cognitive condition feeling being rewarded properly or improperly for their sacrifice.' and Westbrook & Reilly(1983) also defined customer satisfaction/dissatisfaction as 'a psychological reaction to the behavior pattern of shopping and purchasing, the display condition of retail store, outcome of purchased goods and service as well as whole market.' Second, they approached customer satisfaction from process. Engel & Blackwell(1982) defined satisfaction as 'an assessment of a consistency in chosen alternative proposal and their belief they had with them.' Tse & Wilton(1988) defined customer satisfaction as 'a customers' reaction to discordance between advance expectation and ex post facto outcome.' That is, this point of view that customer satisfaction is process is the important factor that comparing and assessing process what they expect and outcome of consumer. Unlike outcome-oriented approach, process-oriented approach has many advantages. As process-oriented approach deals with customers' whole expenditure experience, it checks up main process by measuring one by one each factor which is essential role at each step. And this approach enables us to check perceptual/psychological process formed customer satisfaction. Because of these advantages, now many studies are adopting this process-oriented approach(Yi, 1995). 2.4 Loyalty Intention Loyalty has been studied by dividing into behavioral approaches, attitudinal approaches and complex approaches(Dekimpe et al., 1997). In the early years of study, they defined loyalty focusing on behavioral concept, behavioral approaches regard customer loyalty as "a tendency to purchase periodically within a certain period of time at specific retail store." But the loyalty of behavioral approaches focuses on only outcome of customer behavior, so there are someone to point the limits that customers' decision-making situation or process were neglected(Enis & Paul, 1970; Raj, 1982; Lee, 2002). So the attitudinal approaches were suggested. The attitudinal approaches consider loyalty contains all the cognitive, emotional, voluntary factors(Oliver, 1997), define the customer loyalty as "friendly behaviors for specific retail stores." However these attitudinal approaches can explain that how the customer loyalty form and change, but cannot say positively whether it is moved to real purchasing in the future or not. This is a kind of shortcoming(Oh, 1995). 3. Research Design 3.1 Research Model Based on the objects of this study, the research model derived is