• Journal of Distribution Science
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• v.14 no.10
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• pp.73-79
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• 2016

Purpose - Customer satisfaction has been considered important as a way to retain current customers. Specifically, the retention of current customers through customer satisfaction has been considered important in an industry where competition between companies is fierce. Major Korean airlines have confronted fierce competition with the growth of low cost carriers (LCCs). In order to survive, these airlines need to retain their customers. This research aims to investigate the relationships between customer satisfaction and the customer intention to remain loyal. Moreover, this study examines how the influence of customer satisfaction on customer loyalty is moderated by gender. Research design, data, and methodology - A regression model is developed in which customer satisfaction, gender, and an interaction of satisfaction and gender are predictors and the customer's intention to remain loyal is a dependent variable. To analyze this research model, data were collected from 402 university students taking a marketing class in universities in Seoul, Chung-Cheong province, and Kangwon province. After eliminating data from students who had never flown and data with missing values, a final sample of 201 was analyzed. The hypotheses were tested using SPSS 21.0. Internal reliability was supported by the results of Cronbach's α. Multiple regression was performed. Results - Empirical results showed that customer satisfaction toward the airline's service had a positive influence on the customer intention to remain loyal to the airlines. Moreover, this influence was moderated by gender. More specifically, a male customer's intention to remain loyal was more determined by his satisfaction toward airline service than a female customer's. Conclusions - This research contributes to the aviation service marketing literature by showing how customer satisfaction influences customer intention to remain loyal and how this influence is moderated by gender. More specifically, male customer loyalty is more determined by airline service satisfaction than female customers. These results have manager implications for major Korean airlines in terms of customer satisfaction and gender as ways to enhance customer retention.

• The Journal of the Korea Contents Association
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• v.11 no.12
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• pp.386-394
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• 2011

Recently it is difficult to draw an improvement for customer satisfaction because the ratio of satisfied customers increases in customer satisfaction survey. In addition, the effectiveness of practical application of customer satisfaction survey decreases due to its constitution limitation on its data analysis. In order to solve these problems, it is necessary to develop a novel research to identify the strategy meanings and find dissatisfied factors of satisfied customers using the satisfied customers' reclassification. This study focuses on the satisfied customer segmentation based on Latent Class Analysis (LCA). The case study with high-speed internet service customers show that the satisfied customers are divided into three subgroups using LCA and we draw meaning results such as satisfaction and dissatisfaction factors through analyzing each group. This study is expected to play the role as the groundwork for the revitalization of customer satisfaction survey as well as improving customer satisfaction management.

• International Commerce and Information Review
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• v.8 no.2
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• pp.37-58
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• 2006

The purpose of this study were to empirically examine the effect of dimension of service quality of internet shopping mall on quality of customer relationship(customer satisfaction) and Relationship of between Future Intention. This study first extracted environment, general interaction between customer and internet shopping mall, personalized interaction between customer and internet shopping mall, interaction between customers and outcome from service quality of internet shopping mall. Then established study model and hypotheses through the review of the effect of service quality of internet shopping mall on quality of customer relationship. and the effect of customer relationship quality on future intention. The results were as follows: At among of the six hypotheses, four hypotheses were accepted and two hypotheses were rejected First, for the relationship between dimensions of service quality of internet shopping mall and Customers satisfaction, only the environment had not significant influence on Customers satisfaction, other dimensions had significant positive influence on satisfaction. second, for the relationship between quality factors of customer relationship and future intention, only Customers satisfaction had not significant influence on future intention.

• Journal of Distribution Science
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• v.21 no.3
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• pp.13-23
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• 2023

Purpose: Low-Cost Carrier airlines attempt to provide the best service for their customers. However, the pandemic has forced airline companies to keep developing new strategies. Moreover, in this digital era, airlines must intensely market their service through social media to reach as many customers as possible. This research aims to study the impact of advertisements on Instagram and the customer experience concerning customer loyalty and satisfaction in the aviation industry. Research design, data, and methodology: This study uses a quantitative explanatory with the combination of the positivism paradigm. The data collection technique is by distributing questionnaires to related airline Instagram followers. Meanwhile, the sample calculation uses using the Slovin formula in which 414 respondents are gained. The collected data is analyzed with Structural Equation Model and using Smart-PLS software. Results: The study results indicate that advertising on Instagram and customer experience significantly positively affect customer satisfaction and loyalty. In addition, the variable customer satisfaction has a significant positive on customer loyalty. Conclusions: The study results indicate that the ease of obtaining information via Instagram can affect satisfaction and will increase when customers have made a flight so that they will become loyal customers.

• Journal of Fashion Business
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• v.18 no.1
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• pp.118-131
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• 2014

The purpose of this study is to classify the service recovery fairness of internet fashion shopping mall depending on the type of shopping mall into 3 levels, and analyze their influence on customers' satisfaction and intention to repurchase. Data were collected from 271 customers who had made a complaint or raised a question about service among the customers, and was analyzed through AMOS 7.0. For hypothesis testing, a research model was set up in the form of structure equation model, and its suitability was investigated. The results of this research can be summarized as follows: First, in relation to the service recovery fairness at internet shopping mall, only the consequential fairness has a meaningful relationship with customer satisfaction. Second, it has been shown that the higher the customers' satisfaction with internet shopping mall, the more positive influence it has on intention to repurchase. Third, it has been shown that the influence of service recovery fairness on customers' satisfaction and intention to repurchase has a meaningful difference depending on the type of internet shopping mall. In other words, it has been shown that customer satisfaction is higher at open market than general internet shopping mall. In addition, it has been shown that in open market, only the consequential fairness has a meaningful influence, therefore it will be more effective to strengthen a strategy focused on economical rewards than other fields.

• Journal of Industrial Convergence
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• v.16 no.1
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• pp.27-33
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• 2018

Today, each company focuses on maximizing customer satisfaction by providing the best service. This study examined the effect of coffee shop on customer satisfaction. In addition, we examined the effect of customer satisfaction on revisit intention and word of mouth. The results of this study are as follows: First, in order to investigate the satisfaction of customers using coffee specialty shops, data were gathered through questionnaires and 142 customers were analyzed using statistical analysis, It is important to have a positive image of the company and to influence the decision to repurchase, and should not overlook the role of generating new customers through word of mouth. Second, customers tend to be price-oriented, practical and reasonable. To meet these customers' needs, it is important to attract a large number of products at the same time to attract customers.

• The Korean Journal of Franchise Management
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• v.11 no.3
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• pp.19-26
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• 2020

Purpose: The old axion to put the customers first (e.g., customers are king, customers are always right) has been taken for granted in the service sector. In addition, many companies in South Korea are providing customer-first education for employees at their contact points to strengthen their competitiveness. However, excessive increase in the psychological power of the customer can lead to a problem of abuse of power, called 'Gap-jil.' Despite these concerns, most companies hardly discard policies to give high priority to customers because of the assumption that it enhances customer satisfaction leading to organizational performance. However, in recent years, some franchise catering companies have posted warnings about the abuse of power by customers, and a movement to pursue a power-balancing between service providers and their customers is spreading. Research design, data, and methodology: This research is conducted to reconsider the principle of the customer-first perspective and to create a basis for arguments that can solve the problem of abuse of power, which is recognized as a serious social problem. In this research, we test and analyze the effect of customers' psychological power in the context of a restaurant on expectation for service and response to service failure. Result: The result of an experimental study shows that the effect of psychological power on customer satisfaction can be somewhat negative. Also, customers with high psychological power are more likely to have high service expectations. Especially high psychological power of customers causes a difference in the expectation level of human factors such as employee attitude, while the difference in expectations of non-human factors such as restaurant atmosphere was not statistically significant. In addition, when customers with high psychological power encounter service failure situation, they are more likely to feel disappointment and regret with a service provider. Meanwhile, the effect of psychological power on complaining behaviors are not significant. Conclusions: The findings of this research provide meaningful implications that the service providers should reconsider their existing corporate culture and management policies that put customers first. In addition, the result of this research is provided meaningful opportunities to review the management philosophy for the company's customers and the education philosophy for the employee education.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.10
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• pp.109-138
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• 1999

The hotel does not sell one-time services, and the customer has many choices, especially today. And hotel is vulnerable to new competition. Most customers likes to try a new place and new product. The questions are 1) offering competitive products that are meaningful to customers 2) solving customers problems 3) offering a competitive products that are difficult for competitors to duplicate. This report is for studying about the relationship between the results of National Customer Satisfaction Index(NCSI) and the hotels' revenue. And explore the ways to identify opportunities for creating the desired image that differentiates from the competition and for serving the target market better than anyone else. For the about objectives, the following items are reviewed: 1) Customer behavior and customers' needs and wants 2) Customer decisions 3) Integrated marketing 4) Customer satisfaction 5) Major factors of the hotel customers satisfaction 6) Moment of truty Market positioning is to creat a distinctive place in the minds of potential customer. To position successfully requires recognizing the marketplaces. the competition, value for money and customers' perceptions. Finally, internal marketing efforts can be used to examine one's own position to see if it is perceived by it's customers. It means that the benefits exist in the mind of the customer and are determinable only by asking the customer. These kinds of efforts are essential to proper positioning analysis and long term relationship marketing.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.3
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• pp.1327-1338
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• 2021

This study aims to examine how experiential marketing and location influence customer loyalty mediated by customer satisfaction. This study's population was Cafe Excelso Rinjani customers in Semarang, Indonesia. The sampling employed a purposive sampling technique, with the following criteria: customers who visited and enjoyed Cafe Excelso Rinjani and aged more than 17 years. Data analysis used multiple regression analysis, and a single test was utilized to test for mediation. The results revealed that experiential marketing positively and significantly affected customers satisfaction. It showed that the better the experiential marketing was done, the more customer satisfaction would be. Location positively and significantly influenced customer satisfaction. It indicated that the more strategic the location, the more customer satisfaction increased. Meanwhile, experiential marketing had no impact on customer loyalty. Location positively and significantly affected customer loyalty at Cafe Excelso Rinjani Semarang. It denoted that the more strategic the location, the more customer loyalty increased. Besides, customer satisfaction had a positive and significant effect on customer loyalty. It signified that, when customer satisfaction increased, customer loyalty would increase. Finally, customer satisfaction perfectly mediated the influence of experiential marketing on customer loyalty, and customer satisfaction mediated the effect of location on customer loyalty.

• Journal of Korean Society for Quality Management
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• v.44 no.4
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• pp.897-906
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• 2016

Purpose: The purpose of this study was to propose the useful method to improve service affective quality by analyzing customer's service experiences and evaluating the satisfaction of the affective sensual responses to physical stimulus. Methods: While customers were experiencing the service, the customers evaluated the subjective satisfaction for the visual, auditory, tactile, olfactory and gustatory senses on a scale of -3 to 3 at each stage of the service process. The customers described the positive and negative feelings about each sensory stimulus, and explained the reason for the subjective evaluation scores. After experiencing the whole service, customers evaluated the affective quality of the whole service. Results: The proposed method was applied to coffee shops. 35 male and female college students were evaluated for 15 coffee shops in Korea. Multiple regression analysis revealed that auditory and olfactory senses had a greater impact on service affective satisfaction than other senses. Conclusion: This method is useful to identify the factors that affect customer's affective quality and to find the target to improve physical environment more easily than existing methods.