• 한국항해항만학회지
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• 제32권7호
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• pp.561-568
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• 2008

Due to the rapid changes in world trade and shipping environment, today's ports face ever-increasing competition, from adjacent competing ports. To this reason, port service quality has been recognized as an important strategy to take competitive advantage for those competition. In general, service quality has effect on customer loyalty, and customer loyalty is the resource to sustain competitive advantage which service providers or service producers. By improving customer loyalty, companies can get more benefits and added value. However, this causality qf port service quality has not been clearly identified. Thus, various empirical studies in relation to port service quality are needed. The aim of this study is to analyze the effect of perceived port service quality on customer satisfaction and loyalty. To achieve this aim, we established 8 hypotheses based on SERVPERF in order to test correlations of 5 dimensions of port service, port service quality, customer satisfaction, and customer loyalty. From the result of the hypothesis testing, we found that customer satisfaction and port service quality do not affect customer loyalty in spite of high effect of port service on customer satisfaction.

• 한국전자거래학회:학술대회논문집
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• 한국전자거래학회 2004년도 e-Biz World Conference
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• pp.251-254
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• 2004

1. Research Background ·Customer support or service in organization is one of the most important business improvement theme in improving their business competences. -Many customers view customer support as one of the most impotant criteria when evaluating a product or a service(Foo et al., 2000) -Customer service has a strong link to customer satisfaction, which then yields customer loyalty and long-term profitability(Szymanski ＆ Henard, 2001： McKenna, 1991)(omitted)

• 한국도서관정보학회지
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• 제37권3호
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• pp.193-208
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• 2006

고객만족도는 고객의 충성도 이탈율, 재구매율 신규고객창출 등과 밀접한 관련을 맺고 있어서 기업의 성과측 정의 평가관점에서 중요한 의미를 지닌다. 이처럼 중요한 의미를 갖는 고객만족도 측정은 민간부분에서 이미 일반화되었으며, 다양한 평가모형들이 존재한다. 그러나 기존의 일반적인 평가모형은 업종별 차별성이 없고, 새롭게 등장한 인터넷을 기반으로 한 공공도서관의 e-서비스 환경을 반영한 고객만족도 평가를 수행하기에는 한계가 있다. 본 연구는 기존의 도서관 서비스 관련 연구와 고객만족도 평가관련연구들을 고찰하고 이를 바탕으로 공공도서관 서비스 분류체계와 공공도서관 서비스에 특화된 고객만족도 평가체계를 제시한다.

• The Journal of Asian Finance, Economics and Business
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• 제7권9호
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• pp.427-438
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• 2020

This study aims to analyze and confirm brand awareness' role in influencing the repurchase intention both directly and indirectly on customer satisfaction variables and repurchase intention variables. The contribution brought by this study is to reflect manifest variables such as recall, purchase, and consumption. The number of respondents in this study was 200 samples using the online survey data collection method (Google form), while the research approach is quantitative explanatory. The data analysis test tools include the Structural Equation Modeling (SEM) approach with AMOS as a statistical data analysis software and Sobel test to indirectly test the relationship. This study consists of four hypotheses, of which three hypotheses are positively and significantly related (brand awareness on repurchase intention, brand awareness on customer satisfaction, and customer satisfaction on repurchase intention). Through indirect relationship, namely, brand awareness on repurchase intention through customer satisfaction, the study showed no significant effect. In a comprehensive way, this study emphasizes the factor of customer satisfaction as a determinant of consumer loyalty and repurchase intention. Therefore, creating optimal customer satisfaction, service excellence, promotion and massive advertising, guaranteeing the safety and ease-of-use apps, and ease of shopping, especially for e-commerce industry, is a serious concern.

• 품질경영학회지
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• 제39권4호
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• pp.565-572
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• 2011

Internet development requires the evaluation of secure Internet service quality. This study evaluated public Internet service quality categories and items based on the eQual program developed by Barnes & Vidgen (2006). Using a questionnaire designed to test Internet service qualities for public websites designed by The Knowledge and Information Resources Management Project, we examined 707 users and then measured the effects of service quality factors on customer satisfaction. In conclusion, we found that information quality, usability, and service interaction had a positive effect on customer satisfaction.

• 한국항공운항학회지
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• 제23권1호
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• pp.103-112
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• 2015

In this study, a study was carried out to see what influence low-cost carrier's e-service quality has on low-cost carrier customers' perceived value and customer satisfaction and what impact the results have on customer loyalty based on the results of previous studies related to e-SERVQUAL, an e-SERVQUAL measurement model for general e-commerce. In addition, a survey of consumers who have experienced using low-cost carrier experience through web sites was conducted. For the analysis of the data collected, SPSS 18.0 was used to conduct frequency analysis, factor analysis, reliability analysis, correlation analysis, and regression analysis and thus to test a hypothesis. Research findings showed that perceived value and customer satisfaction are closely related to customer loyalty, and it was also observed that the reliability factor on the service provided on the web site acts as an important influencing factor for customer loyalty in the perceived value and security factors such as payment by credit cards and protection of personal information serve as important one in terms of customer satisfaction. This study has its limitation in that samples of users who have experienced low-cost carrier are concentrated on specific ages and professions. In the future, it is required to conduct further studies on whether difference is made on the importance of measurement factors related to e-service quality by gender, age group, occupation, and e-service quality.

• 복식
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• 제54권5호
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• pp.71-81
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• 2004

The purpose of this study was to investigate the customer service factors and evaluation of consumer satisfaction on the purchase through the C2C E- commerce, focusing on the fashion goods. 190 college students who have purchased products via C2C E-commerce were surveyed. For data analysis, descriptive statistics, 1-test, Pearson＇s correlations, and multiple regression were used. As the results, 50.5% of respondents have purchased fashion products through C2C. Out of 4 C2C characteristics factors. there was statistically the significant difference in only ＇entertainment factor＇ between males and females. All five SERVQUAL＇s factors used for measuring service factors in this study were correlated to customer satisfactions scores. Also. results of multiple regression revealed that assurance, empathy, and reliability were significantly to related to customer satisfaction. Based on these results, fashion marketing strategy for C2C development would be suggested.

• The Journal of Asian Finance, Economics and Business
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• 제6권3호
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• pp.225-234
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• 2019

The study aims to explore key dimensions of service quality of E-Retailing of Islamic banks in the Kingdom of Saudi Arabia. The convenience sample size consists of 373 respondents who regularly use online Islamic banking facilities in Saudi Arabia was used. For measuring the consumers' perspective, a four-factor E-SERVQUAL scale; namely efficiency, system availability, fulfillment, and privacy was used. Exploratory Factor Analysis and Confirmatory Factor Analysis are used to test the model fitness. Structural equation modelling is utilized to determine the impact of E-service quality dimensions on customers' satisfaction. The results of the study reveal that 1) reliability as a dimension of E-retailing of Islamic banks made a significant impact on customers' overall satisfaction; 2) there is a positive significant relationship between responsiveness and customers' overall satisfaction. One unit increased in responsive leads to 0.763 unit increases in the overall satisfaction of the customer; and 3) ease of use is the most important dimensions of service quality of E-retailing of Islamic banks. One unit increases in Security/ Privacy leads to 0.473 unit increases in overall satisfaction. There is a positive impact of good E-service on customers' satisfaction, but it does not override unsatisfactory performance in other areas.

• 한국정보시스템학회지:정보시스템연구
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• 제15권1호
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• pp.97-119
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• 2006

As the electronic market grows, the vendors establish internet shopping mall with a plenty of electronic catalogs and prepare to respond rapid electronic market growth. Consequently, building attractable electronic catalogs is very important to give a customer satisfaction. Based on prior researches, this study suggest a research model to understand the factors of electronic catalogs and their impact on the customer's relationship quality. As a result, this study confirmed that accuracy, timeliness, interaction, presentation, and information structure of electronic catalog were important factors. Presentation is the most important factors of electronic catalog. Information structure and accuracy also heavily impact on user satisfaction. And their impact on the customer satisfaction and trust were proved to be substantial. These results will contribute to provide implicit guidelines to the developers of internet shopping malls.

• 한국조리학회지
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• 제22권6호
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• pp.1-13
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• 2016

Since protecting the environment became a major issue in modern society, an increasing number of individuals have engaged in lifestyles of health and sustainability (LOHAS). The purpose of this study is to investigate the effects of restaurant and LOHAS images on customer satisfaction and loyalty. Particularly, this study analyzes the incremental information content of LOHAS image in the relationship between restaurant image and customer satisfaction/loyalty. A self-administered questionnaire was distributed to customers of casual-dining restaurants in three major cities (i.e., Seoul, Daegu, and Busan) in South Korea. The empirical findings suggest significant incremental information content of LOHAS image beyond general restaurant image in explaining customer satisfaction and loyalty.