• Journal of Korea Trade
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• v.24 no.4
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• pp.34-48
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• 2020

Purpose - The rapid rise of e-commerce enterprises has led to the development of the logistics industry. At the same time, some enterprises are motivated by the interests to start reducing costs and inputs, which on the contrary leads to low quality of service, thus reducing customer satisfaction. In recent years, vicious competition, violent express delivery and lack of professionalism in the logistics market have led to high annual customer complaint rate, which has resulted in the company losing many loyal customers, but also unable to obtain new customers. Therefore, to pay attention to and understand the psychological needs of customers and improve the quality of logistics distribution service has become a pressing problem for Every express company. Design/methodology - By analyzing the problems existing in logistics distribution of express companies, this paper explores various factors affecting customer satisfaction and takes consumer sentiment as a mediating variable. Through questionnaires to collect relevant data, put forward hypotheses for empirical analysis, use two different software including SPSS 21.0 and AMOS 21.0 to analyze the information, draw conclusions and make recommendations. Findings - According to the above research results, the reliability, convenience, efficiency, professional can have a positive impact on customer satisfaction through the mediating effect of their sentiment, convenience and professional on consumer sentiment and satisfaction are more significant. Originality/value - This paper the establishment of distribution service indicators related to customer satisfaction and empirical analysis can not only enrich and supplement the distribution service quality indicator system studied by the former, but also provide a theoretical basis for future research.

• Management & Information Systems Review
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• v.23
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• pp.99-134
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• 2007

In recent years there has been much emphasis on the need for service firms to develop an organizational culture which facilitates the successful implementation of marketing activities. This study examines the relationship among marketing culture, service quality, customer satisfaction, and customer loyalty in fast food service firms. The results of empirical analysis can be summarized by the following: First, marketing culture(employee service quality, interpersonal relationships, selling task, organization, internal communications, innovativeness) had a significant direct effect on service quality. Second, marketing culture(employee service quality, selling task, internal communications) had a significant direct effect on customer satisfaction. It had also a positive, significant indirect effect on customer satisfaction through service quality. Third, service quality had a significant indirect effect on customer loyalty through customer satisfaction. Therefore, the results of the study provide the practical implication for establishment of service firms' marketing strategies, related to marketing culture.

• Journal of Distribution Science
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• v.15 no.2
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• pp.37-46
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• 2017

Purpose - This research investigates whether e-service quality has the influence on long-term orientation, consumer commitment, and satisfaction. Research design, data, and methodology - Data collection took place for 30 days from October 1, 2015 to October 31, 2015. 315 copies had been analyzed. Covariance structure analysis with credibility and factor analysis was conducted to verify this research hypotheses. Results - First, the lower dimension concepts of e-service quality, reliability, and tangibility had a significant influence on customer commitment, and responsiveness had a significant negative influence. However, aesthetics did not have a significant influence on that. Secondly, aesthetics had a significant influence on long-term orientation, but reliability, tangibility, and responsiveness did not have a significant influence. Thirdly, reliability, tangibility, and aesthetics had a positive influence on customer satisfaction. However, responsiveness had a negative influence. Fourthly, customer commitment had a significant and positive influence on customer satisfaction, but customer commitment and customer satisfaction had a negative influence on long-term orientation. Conclusions - This research verifies the influencing relationship between e-service quality of a franchise coffee shop application with customer commitment, customer satisfaction, and long term orientation. By the results of this research, possibility of application and expansion of theory has been proven.

• The Korean Journal of Food And Nutrition
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• v.29 no.4
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• pp.573-582
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• 2016

The objective of the current study was to compare the execution of hygiene and safety management according to the characteristics of children's food service stations, with the ultimate objective of providing sanitary and safe food service to children. To this end, the study conducted surveys of 73 public and private pre-schools with fewer than 100 children in district A from July 30 to October 31 2015. The differences were evaluated by t-test and analysis of variance. The confidence and validity of the results were analyzed by six food ingredient and facilities management questions, three personal hygiene and facilities management questions, four environmental management questions, and five storage and treatment management questions; for a total of 18 questions. The cumulative distribution of the four factors was 61.569%, and the Cronbach's alpha was 0.821, which indicated that the results were reliable. The results revealed that public pre-schools (a) and home-based pre-schools (b) had different levels of food ingredient and facility management, but no differences in the number of cooks, number of children served, type of food distribution, and the existence of mass food service facilities. The results of the study may be used to develop hygiene and safety management manual and educational contents to promote the health of the children served.

• Journal of Distribution Science
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• v.17 no.5
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• pp.29-37
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• 2019

Purpose - This paper analyzes the effects of the SST characteristics at airports on behavioral intention through technology acceptance and customer satisfaction, and presents a strategic plan for introducing SSTs to airports providing differentiated services. Research design, data, and methodology - We examine the role of airport self-service characteristics and access the influence of the Technology Acceptance Model (TAM) on both customer satisfaction and behavioral intentions towards SSTs. To do this, a survey is conducted with passengers having used self-service technologies(SSTs) at Incheon International Airport. A total of 400 questionnaires are then analyzed using structural equation modeling. Results - According to the results, of the self-service characteristics, customer satisfaction and behavioral intention were affected by optimism through perceived ease of use, perceived usefulness, and perceived enjoyment and by innovativeness and insecurity through perceived ease of use. Conclusions - According to the results of the study, the purpose of using TBSS in the airport is to save time and convenience. Therefore, it is necessary to closely analyze the differences in technology acceptance by age and generation, increase user self-efficacy, increasing satisfaction through effective management of cognitive and emotional waiting time will have a positive impact on behavioral intentions.

• Journal of Information Management
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• v.31 no.1
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• pp.1-11
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• 2000

Korea Institute of Industry and Technology Information(KINITI) provides the mailing service(Techno-Radar) of information on new technologies, products, and industrial trends to activate information distribution and to build a customer-centered information providing system. The information is classified into the manufacture industry, knowledge industry, and general information. Users can receive these information of their interest via e-mails. This report describes the ways to post information and to register and also emphasizes the importance of providing original materials, analysis and evaluation data of the industries as well as the mailing service to set up a user-centered information service system in the future.

• Journal of Distribution Science
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• v.14 no.10
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• pp.39-45
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• 2016

Purpose - This paper explores a new possibility of care ethics for social service. As the needs for care have been growing rapidly in various social fields, 'care' became an important concept in envisioning a welfare state. However, due to the lack of proper ethics and political stance applied to the newly arisen needs and challenges, there exist lots of confusions and difficulties. Research design, data, and methodology - Introducing the feminist ethics of care, this paper examines the relationship of care and justice in social service. As a main research perspective, this study has focused on Kittay's public ethics of care and Tronto's political ethics of care. Results - Drawing on the main research perspective, this study discusses on the necessity of a political conceptualization for an integrative care ethics. In the process, The specialty and professionality of care work as a relational labor was reconsidered. Kittay's care ethics provides a persuasive justification for social support for care workers as well as care receivers, and Tronto's ethics shows us the role of care politics for democratic citizenship. Conclusions - Tronto's ethics of care with Kittay's gives us valuable insights to envision a new public ethics for social service that takes into account both care and justice properly.

• The Journal of Industrial Distribution & Business
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• v.9 no.4
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• pp.43-52
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• 2018

Purpose - The purpose of this article is to examine the effects of perceived value, satisfaction, and continued use intention of e-service Quality of taxi-booking apps. Research design, data, and methodology - The questionnaire was created to examine every relevant variables to practical and theoretical implications. The pilot survey was conducted for 15 days from April 7^th to April 21^st in 2016. Their total numbers were 354 surveys. But 330 copies were used for the analysis except 24 of them. To make a more effective analysis, several analysis tools and analysis programmes were used, such as IBM SPSS and AMOS. Results - The results are as follows. First, all variables of e-service quality except safety make influences on perceived value. Second, e-service quality except safety makes influences on satisfaction. Third, perceived value makes influence on satisfaction and on intention of continued use. Fourth, satisfaction makes influence on intention of continued use. Conclusions - First, 5 variables are very limited. more valuable variables are need to test with this model. Second, this study was conducted only in China. So there may be possible to the representatives. To use this model for better analysis and application abroad, more characteristics and strategic factors should be considered like the local culture of a particular country, attributes for different environment etc.

• Journal of Distribution Science
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• v.17 no.9
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• pp.93-102
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• 2019

Purpose - Capturing the shifting consumer behavior perspective on online transportation network performance in Indonesia, this study aims to empirically examine the impact of electronic customer relationship management (e-CRM) and e-service quality on customer e-satisfaction and e-loyalty. Research design, data, and methodology - A quantitative approach was applied, and then we determined the respondents who met the predetermined criterion by using purposive sampling method. In total, 167 online transportation customer in Indonesia participated in this electronic questionnaire survey. To tested the collected data, Partial Least Square (PLS) - (SEM) analytical tools were employed. Results and Findings - There are five hypotheses proposed in this study and state that only one hypothesis is rejected, The dominant relationship between variables in the hypothesis is shown in the variable relationship of e-service quality on e-satisfaction. CRM, Service Quality, Satisfaction and Loyalty implemented comprehensively in cyberspace provides a clear picture for academics but also for practitioners who are struggling in the service industry that specifically appoints online transportation business. The findings of this research provide both managerial and theoretical implications to maintain customer e-loyalty in online transportation network business environment in Indonesia.

• KSII Transactions on Internet and Information Systems (TIIS)
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• v.4 no.5
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• pp.709-735
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• 2010

The reciprocal virtue of peer-to-peer networking has stimulated an explosion of peer population and service capacity, ensuring rapid content distribution in peer-to-peer networks. Critical issues such as peer churn, free riding, and skewed workload significantly affect performance results such as service agility, fairness, and resource utilization. To resolve these problems systematically, this study proposes a peer assignment scheme that supports fair peer-to-peer file sharing applications. The proposed scheme exploits the peer duality of both server-oriented peer capacity and client-oriented peer contribution. Accordingly, the system server can prioritize download requests and appropriately assign server peers to uploading file objects. Several functional extensions, including peer substitution and elimination, bandwidth adjustment, and distributed modification, help cope with subtle situations of service starvation and download blocking, and hence make the system design robust and amenable. Simulation results show this design is examined under both centralized and distributed peer-to-peer environments. Performance results confirm that the proposed mechanisms are simple but effective in maintaining service agility and fairness, without loss of overall service capacity in peer-to-peer files sharing systems.