• 산경연구논집
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• 제14권1호
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• pp.21-28
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• 2023

Purpose: This study aims to analysis the difference by Michelin rating in customer satisfaction of restaurant listed in the Korea Michelin Guide. There are opinions that the Michelin Guide's rating system and evaluation criteria are somewhat ambiguous. Research design, data, and methodology: This study collected 145 actual online reviews published on TripAdvisor to examine how the effect of the content attributes of reviews on consumer satisfaction varies according to the Michelin grade. Based on this, two studies were conducted. Study 1 examined the effect of strong and weak positive reviews on consumer satisfaction according to the rating. Study 2 examined the effect of image information on consumer satisfaction. Results: The results revealed that the lower the Michelin rating, the more positive review had a significant effect on consumer satisfaction. The higher the rating, the more image information had an effect on consumer satisfaction. Expectations for Michelin three-star restaurants are higher than those of two-star restaurants, so customers are more likely to be used negatively when writing reviews. Conclusions: Accurate information on Michelin selection criteria should be delivered so as not to form high expectations and not to disappoint. For consumers to be satisfied with the name Michelin, the standards should be stricter.

• 대한안전경영과학회지
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• 제12권2호
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• pp.89-97
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• 2010

The most important concern in the internet service organizations in competitive market circumstances is to focus on formation and maintenance of continuous relationship with customers. The purpose of this study is to verify the effect of perception of the fairness - procedural fairness for recovery, interactional fairness, fairness for reward on customer's satisfaction and trust, behavior when the internet service company failed to service such as disclosure of personal information. This study aims to apply justice theories to service recovery. As a result, first, the customer's perceived justice had a significant effect on the customer satisfaction and trust in service recovery. Second, the customer's satisfaction positive effect on trust. Third, customer's satisfaction formed by service recovery had a effect on the customer's behavior such as continuous usage intention. Therefore, this study was reveal how the extent of justice perception felt by customers in the service recovery process, causes positive causation relationship which affect customer behavior intention.

• 패션비즈니스
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• 제11권3호
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• pp.46-58
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• 2007

The purpose of this study was to identify the physical surroundings and the salesperson's service in apparel stores, and to examine their effects on customer satisfaction and the intention to repurchase. The data was collected from a questionnaire conducted on 312 female adults who had just finished shopping, and was analyzed by frequency analysis, factor analysis, reliability analysis, regressive analysis and ANOVA analysis with SPSS 10.0. The results were as follows: (1) As a result of the factor analysis, five factors were identified with regard to physical surroundings: spatial layout and functionality, presentation and aesthetics, ambience, convenience, and information. The factors pertaining to the salesperson's service in apparel stores were divided into four dimensions: knowledge and assurance, convenience and responsiveness, etiquette, and empathy. (2) As far as physical surroundings are concerned, spatial layout and functionality, presentation and aesthetics, ambience, and convenience were all found to influence customer satisfaction. In terms of salesperson's service, convenience and responsiveness, etiquette, and empathy each had an influence on customer satisfaction. (3) Furthermore, physical surroundings and the salesperson's service influenced the intention to repurchase. The intention to repurchase is influenced by spatial layout and functionality, ambience, convenience, and information with regard to physical surroundings, by knowledge and assurance, convenience and responsiveness, and empathy with regard to the salesperson's service. (4) It was revealed that the significance of the physical surroundings and salesperson service factors varies depending on the consumer's age, level of education, and income.

• 동아시아경상학회지
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• 제6권2호
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• pp.14-27
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• 2018

Purpose - The purpose of this study is to analyze the effect of 'delivery service quality' of online fresh food shopping malls on 'e-satisfaction' and 'repurchase intention' of online customers. Research design, data, and methodology - To demonstrate the relationship between the delivery service quality of online fresh food shopping mall and the e-customer satisfaction and repurchase intention, the research model was designed with 5 sub-factors (promptness, accuracy, economy, safety, information) based on the contents of previous studies. The data collection is conducted with sampling survey. The participants are customers who have visited, purchased and received their orders within the last 6 months in online fresh food shopping malls. This study analyzed collected data, then confirmed and finalized the hypothesis by using IBM SPSS Statistics 21.0 statistical program. Results - Hypothesis 1: The service quality of online fresh food shopping mall will have a statistically significant effect on online customers' e-customer satisfaction. Hypothesis 2: The service quality of online fresh food shopping mall will affect the repurchase intention of online customers. Hypothesis 3: The e-customer satisfaction of online fresh food shopping mall will have a statistically significant effect on repurchase intention. Among the 5 sub-factors (promptness, accuracy, economy, safety, information) of delivery service quality, three factors such as promptness, accuracy, and safety have stronger influence on e-satisfaction and repurchase intention of online customers. Conclusions - This study has proven the feasibility and viability of the hypotheses that 1) The excellent delivery service quality of an online fresh food shopping mall primarily affects e-customer satisfaction; and that 2) Ecustomer satisfaction will secondarily serve to improve repurchase intention.

• Journal of Information Technology Applications and Management
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• 제23권2호
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• pp.207-224
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• 2016

Investments in information and communication technologies (ICT) around the world have grown at an enormous rate over the past two decades, which reflects a new emphasis on consumer mobile devices. A social network service (SNS) is an online service that aims to build social relations among people who share interests and activities. The role of SNS is enormous for communicating ideas and opinions among social participants. The use of SNS has recently become one of the most popular social activities worldwide. This research investigated relation between personal characteristics, social characteristics and user satisfaction on SNS then, analyzed how these factors affecting continuance usage intention on SNS users. The conclusion is summarized as below. The study results show that informativeness, pleasure, innovativeness, relationship and empathy of SNS are having positive impact to some degree on the user satisfaction. Further, the user satisfaction of SNS users and quality of life have a positive impact on the continuance usage intention of SNS users. This results show that various SNS qualities are necessary to actively explore and obtain further information that users intend to find, while they are insufficient in function to provide the information other users require or exchange information with other users through the SNS.

• 한국생활과학회지
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• 제21권2호
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• pp.241-256
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• 2012

Gas station consumers have become increasingly conscious of expanding choices and service options available at retail outlets. The purpose of this study was to determine key factors in customer choice of gas / service stations. This study seeks to identify key the relationship between socio-demographical variables and consumer choice, and consumer satisfaction and loyalty associated with gas / service station usage. The research instrument comprised of a questionnaire in the form of an on-line survey that was administered during November, 2010. A Total of 1,000 questionnaires were used in the final analysis. The collected data were treated with SPSS Windows 18.0 and analyzed in for frequency, percentage, mean, standard deviation, pearson's correlation analysis, and multiple regression analysis. The results of were as following: First, there was a strong positive relationship between involvement, satisfaction, loyalty of gas station service. Second, satisfaction was significantly affected by involvement, the frequency of gasoline purchases, the information route and customer's occupation. Third, loyalty was significantly affected by consumer satisfaction, involvement, frequency of gasoline purchases, information route and customer's occupation.

• 한국컴퓨터정보학회논문지
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• 제25권1호
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• pp.177-185
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• 2020

본 연구는 환자가 지각한 의료서비스품질이 만족, 병원명성 및 충성도에 미치는 영향을 분석하여 기존 고객의 이탈을 막고 재이용의도를 증진함으로써 병원의 수익성과 경쟁력을 높이기 위한 전략적인 방법을 제공하는 것이다. 구조 모형 분석과 확인 요인분석을 위해 AMOS 20.0을 사용하였고, 실증분석을 위하여 SPSS 21.0 프로그램을 사용하였다. 분석 결과 의료서비스품질은 만족과 명성에 유의한 영향을 미쳤으며, 의료서비스품질은 만족에 가장 큰 영향을 주었다. 만족은 명성과 충성도에 긍정적인 영향을 미쳤고, 충성도를 결정하는 중요한 요소이다. 환자들이 만족할 수 있는 서비스 품질 개선과 환자와의 관계 구축의 중요성을 인지하고 관계강화를 위한 방안을 마련해야 할 것이다.

• 통상정보연구
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• 제8권2호
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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.

• 통상정보연구
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• 제17권3호
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• pp.359-378
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• 2015

본연구의 목적은 무역전시의 서비스품질과 고객만족 및 충성도에 관한 구조적 관계를 분석함으로써 전시회의 경쟁력을 높이기 위한 전략적 시사점을 제공하고자 한다. 이를 위해 고객만족과 충성도에 영향을 미치는 서비스품질요인을 측정하기 위하여 물리적환경품질, 상호작용품질, 결과품질의 3차원으로 구분하였고, 전시참가업체를 대상으로 실증분석하였다. 연구 결과 서비스품질의 고객만족에 대한 영향에 있어 물리적환경품질, 상호작용품질, 결과품질이 모두 유의하게 나타났다. 서비스품질요인과 충성도의 관계에서는 상호작용품질과 결과품질이 충성도에 유의한 영향을 미치는 것으로 나타났고, 물리적 환경품질은 유의한 영향을 미치지 않는 것으로 나타났다. 고객만족은 충성도에 유의한 영향을 미치는 것으로 나타났다.

• 한국정보시스템학회지:정보시스템연구
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• 제32권2호
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• pp.1-24
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• 2023

Purpose The aim of this study is to investigate how system quality, privacy concerns, and usefulness impact user satisfaction and word-of-mouth intention towards smart order services among Chinese consumers. The study also seeks to provide both theoretical and practical implications based on the findings. Design/methodology/approach This study conducted an empirical study on Chinese consumers through an online survey on 274 users of smart order service in China. To analyze the data, frequency analysis, reliability analysis, and confirmatory factor analysis were performed using SPSS 26.0 and AMOS 26.0 statistical programs, and structural equation model was used for hypothesis testing. Findings The study results are as follows. First, system quality was found to have a positive effect on usefulness and user satisfaction. Second, privacy concerns were found to have a positive effect on user satisfaction, but not on usefulness. Third, user satisfaction was found to have a positive effect on consumers' word-of-mouth intention of the smart order service. Finally, mediating effects were found between system quality and user satisfaction through usefulness, as well as between system quality, perceived privacy concern, and usefulness through user satisfaction.