• Journal of Korean Society for Quality Management
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• v.33 no.3
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• pp.31-40
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• 2005

Existing researches indicated that customer orientation was related to customer performance, customer satisfaction and customer commitment positively. We investigate the effect of customer orientation to customer performance, according to service mechanism. This study extends the past researches by measuring customer orientation from customer's perspective. Results show that the effect of customer orientation to customer performance is different according to service mechanism.

• Journal of Korean Society for Quality Management
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• v.44 no.2
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• pp.357-372
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• 2016

Purpose: The paper aims to measure customer experience at banks in South Korea. This study examines six factors of customer experience and identifies their impacts on customer loyalty. Methods: The collected data with surveys were analyzed by using multi-regression analysis. The measurement tools used for this study were categorized into six dimensions: Customization, Employees, Servicescape, Internet Banking, Value addition, and the Presence of other customers. Results: Customer experience has an influence on customer satisfaction: The effects of Customization, Employees, Servicescape, Internet Banking and Value addition were found. However, the presence of other customers was not significant on customer satisfaction. Interestingly, it was found that customer satisfaction made a statistically significant influence on customer loyalty. Conclusion: This study focuses on a bank sector of customer experience. Thus, six factors of measuring customer experience were found. The results of this study will predict customers' experience and also build up effective strategies for the utmost satisfaction of the customers.

• Korean Management Science Review
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• v.20 no.2
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• pp.135-149
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• 2003

Developing a proper program for customer evaluation is one of the most imminent tasks to implement CRM (Customer Relationship Management). Design of the Customer Value model is an important key to the customer evaluation progrgm. This paper proposes two models for estimating Customer Value. The first one is a Description Model for Customer Value based on customer CSI (Customer Satisfaction Index) data. This model represents as quantitative numbers what customers feel from the company or the service. The second one is a Prediction Model which employs factor analysis and regression to predict customer value. This paper exploits the two models to evaluate Customer Value as well as for customer behavior prediction.

• Journal of the Korean Society of Clothing and Textiles
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• v.28 no.8
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• pp.1186-1195
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• 2004

The purposes of this study were to investigate the factors of CRM activity and the difference in CRM activities of department stores and to analyze the effect of CRM activities on customer satisfaction and loyalty. Investigators interviewed the buyers of three department stores in Daejeon area and surveyed 468 people aged over 20 who did shopping those stores. The data were analyzed with factorial analysis, multiple regression analysis, path analysis, ANOVA, Scheffe Test, etc., using the SPSS 10.0. The results of this study were: 1) Six factors were identified: ＇benefit ＆ information＇, ＇service＇, ＇customer invitation＇, ＇customer contact＇, ＇special management＇, and ＇purchase-related help＇; 2) CRM activities of three department stores were different, and department store buyers and customers were different in perception on CRM activities; and 3) Customer satisfaction was affected by the CRM factors like ＇service＇, ＇customer invitation＇, ＇purchase-related help＇, ＇benefit ＆ information＇, and ＇customer contact＇ Customer loyalty were affected directly by customer satisfaction, ＇benefit ＆ information＇ and ＇service＇, and indirectly by ＇customer invitation＇, ＇purchase-related help＇, ＇customer contact＇ through customer satisfaction.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2005.05a
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• pp.324-331
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• 2005

In this paper, we propose a new customer profile model based on customer behavior in Internet shopping mall. The proposed technique defines customer profile model based on customer behavior information such as click data, buy data, and interest categories. We also implement CBCPM(Customer Behavior-based Customer Profile Model) and perform extensive experiments. The experimental results show that CBCPM has higher precision, recall, and F1 than the existing customer profile model.

• Journal of the Korean Society of Clothing and Textiles
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• v.27 no.11
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• pp.1270-1278
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• 2003

The purposes of this study were to compare the perspectives of salespeople and of customers on the perception of salespeople's customer orientation and to examine the effects of the customer orientation on customer satisfaction and in turn on store revisit intention. Data were obtained from the two groups of department store salespeople and their customers. A total of 300 pairs of questionnaires were distributed, and 224 pairs were analyzed. The results revealed that the salespeople's perception of the customer orientation was significantly higher than the customer's perception. The customer orientation affected the customer satisfaction with salesperson and with store while the sales orientation did not. The customer satisfaction, in turn, affected the store revisit intention, and the effect of the satisfaction with store was higher than that with salesperson. A slight difference between the customers and salespeople in such effects was observed. Generally the effects had higher predictabilities for the customers.

• Management Science and Financial Engineering
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• v.16 no.3
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• pp.49-70
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• 2010

Customer population management models can be classified into three categories: the first category includes the models that analyze the customer population at cohort level; the second one deals with the customer population at aggregate level; the third one has interest in the interactions among the customer populations in the competitive market. Our study proposes a model that can analyze the dynamics of customer population in consumer-durables market at aggregate level. The dynamics of customer population includes the retention curves from the purchase or at a specific duration time, the duration time expectancy at a specific duration time, and customer population growth or decline including net replacement rate, intrinsic rate of increase, and the generation time of customer population. For this study, we adopt mathematical ecology models, redefine them, and restructure interdisciplinary models to analyze the dynamics of customer population at aggregate level. We use the data of previous research on dynamic customer population management at cohort level to compare its results with those of ours and to demonstrate the useful analytical effects which the precious research cannot provide for marketers.

• Culinary science and hospitality research
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• v.12 no.4 s.31
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• pp.140-153
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• 2006

This paper aims to examine the effects of western culinary quality on customer values, customer satisfaction and customer royalty. To examine hypotheses, we collected 217 questionnaires from 20 western restaurants in Seoul. The results using a structural equation model are customers' perception of western culinary quality influences significantly customer loyalty through customer values and customer satisfaction. This result indicates that restaurant managers should improve the levels of western culinary quality, customer values, and customer satisfaction for customer loyalty.

• Journal of Preventive Medicine and Public Health
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• v.35 no.3
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• pp.236-244
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• 2002

Objective : To empirically investigate the relationship of internal and external customer satisfactions, service quality, and customer loyalty in medical services. Methods : This essay proposes an integrated model to explain the causality of internal and external customer satisfactions, service quality, and customer loyalty. To this end, a structural model was developed, consisting of the following factors: internal and external customer satisfactions, service quality, and customer loyalty. The study included 214 sets of data, with 107 sets being collected for both out-patients and in-patients. The data were analyzed using AMOS 4.0. Results : We found the greater the internal customer satisfaction, the greater the out-patient quality of service quality. Secondly, the greater the service quality, the greater the external customer satisfaction of both in- and out-patients. The service quality of doctors, compared to that of the nurses, had a greater effect on external customer satisfaction. Thirdly, the service quality of doctors and nurses affected both internal and external customer satisfactions, which ultimately affected the customer loyalty. Finally the greater the external customer satisfaction, the greater the customer loyalty. Conclusion : This Study confirms the positive relationship among the internal and external customer satisfactions, service quality, and customer loyalty, which proves the doctors quality of service is the primary factor for external satisfaction, and customer loyalty relating to medical services.

• The Korean Journal of Health Service Management
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• v.14 no.1
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• pp.31-42
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• 2020

Objectives: The purpose of this study was to explore how service quality in specialized hospitals influences customer loyalty under the mediating effects of customer trust and customer value. Methods: A statistical review was done based on the survey results of patients who had used a specialized hospital in Gyeonggi Province, South Korea. A total of 209 questionnaires were collected. After data collection, an empirical analysis was performed using SPSS 21.0 and AMOS 21.0 software. Results: Interaction quality (β = 0.254, p < 0.05) and result quality (β = 0.179, p < 0.05) significantly influenced customer trust, while physical environmental quality (β = 0.121, p > 0.05) did not. Customer trust (β = 0.571, p < 0.01) influenced customer value (β = 0.136, p < 0.05) and customer value influenced customer loyalty. In addition, customer confidence (β = 0.668, p < 0.05) was shown to have directly impacted customer loyalty without the mediating effect of customer value (0.078). Conclusions: The findings showed that interaction quality and resulting quality had important implications for customer loyalty. We therefore suggest compliance with appointment times, training to improve work-related skills for employees, improving customer satisfaction, and enhancing communication skills.