• Title/Summary/Keyword: Level of Trust

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The Effects of Perceived Quality Factors on the Customer Loyalty: Focused on the Analysis of Difference between PB and NB (지각된 품질요인이 고객충성도에 미치는 영향: PB와 NB간의 차이분석)

  • Ye, Jong-Suk;Jun, So-Yon
    • Journal of Distribution Research
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    • v.15 no.2
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    • pp.1-34
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    • 2010
  • Introduction As consumers' purchase behavior change into a rational and practical direction, the discount store industry came to have keen competition along with rapid external growth. Therefore as a solution, distribution businesses are concentrating on developing PB(Private Brand) which can realize differentiation and profitability at the same time. And as improvement in customer loyalty beyond customer satisfaction is effective in surviving in an environment with keen competition, PB is being used as a strategic tool to improve customer loyalty. To improve loyalty among PB users, it is necessary to develop PB by examining properties of a customer group, first of all, quality level perceived by consumers should be met to obtain customer satisfaction and customer trust and consequently induce customer loyalty. To provide results of systematic analysis on relations between antecedents influenced perceived quality and variables affecting customer loyalty, this study proposed a research model based on causal relations verified in prior researches and set 16 hypotheses about relations among 9 theoretical variables. Data was collected from 400 adult customers residing in Seoul and the Metropolitan area and using large scale discount stores, among them, 375 copies were analyzed using SPSS 15.0 and Amos 7.0. The findings of the present study followed as; We ascertained that the higher company reputation, brand reputation, product experience and brand familiarity, the higher perceived quality. The study also examined the higher perceived quality, the higher customer satisfaction, customer trust and customer loyalty. The findings showed that the higher customer satisfaction and customer trust, the higher customer loyalty. As for moderating effects between PB and NB in terms of influences of perceived quality factors on perceived quality, we can ascertain that PB was higher than NB in the influences of company reputation on perceived quality while NB was higher than PB in the influences of brand reputation and brand familiarity on perceived quality. These results of empirical analysis will be useful for those concerned to do marketing activities based on a clearer understanding of antecedents and consecutive factors influenced perceived quality. At last, discussions about academical and managerial implications in these results, we suggested the limitations of this study and the future research directions. Research Model and Hypotheses Test After analyzing if antecedent variables having influence on perceived quality shows any difference between PB and NB in terms of their influences on them, the relation between variables that have influence on customer loyalty was determined as Figure 1. We established 16 hypotheses to test and hypotheses are as follows; H1-1: Perceived price has a positive effect on perceived quality. H1-2: It is expected that PB and NB would have different influence in terms of perceived price on perceived quality. H2-1: Company reputation has a positive effect on perceived quality. H2-2: It is expected that PB and NB would have different influence in terms of company reputation on perceived quality. H3-1: Brand reputation has a positive effect on perceived quality. H3-2: It is expected that PB and NB would have different influence in terms of brand reputation on perceived quality. H4-1: Product experience has a positive effect on perceived quality. H4-2: It is expected that PB and NB would have different influence in terms of product experience on perceived quality. H5-1: Brand familiarity has a positive effect on perceived quality. H5-2: It is expected that PB and NB would have different influence in terms of brand familiarity on perceived quality. H6: Perceived quality has a positive effect on customer satisfaction. H7: Perceived quality has a positive effect on customer trust. H8: Perceived quality has a positive effect on customer loyalty. H9: Customer satisfaction has a positive effect on customer trust. H10: Customer satisfaction has a positive effect on customer loyalty. H11: Customer trust has a positive effect on customer loyalty. Results from analyzing main effects of research model is shown as

    , and moderating effects is shown as
    . Results This study is designed with 16 research hypotheses, Results from analyzing their main effects show that 9 of 11 hypotheses were supported and other 2 hypotheses were rejected. On the other hand, results from analyzing their moderating effects show that 3 of 5 hypotheses were supported and other 2 hypotheses were rejected. H1-1: (SPC: Standardized Path Coefficient)=-0.04, t-value=-1.04, p>. 05). H1-2: (${\Delta}\chi^2$=1.10, df=1, p> 0.05). H1-1 and H1-2 are rejected, so it is prove that perceived price is not a significant decision variable having influence on perceived quality and there is no significant variable between PB and NB in terms of influence of perceived price on perceived quality. H2-1: (SPC=0.31, t-value=3.74, p<. 001). H2-2: (${\Delta}\chi^2$=3.93, df=1, p< 0.05). H2-1 and H2-2 are supported, so it is proved that company reputation is a significant decision variable having influence on perceived quality and, in terms of influence of company reputation on perceived quality, PB has relatively stronger influence than NB. H3-1: (SPC=0.26, t-value=5.30, p< .001). H3-2: (${\Delta}\chi^2$=16.81, df=1, p< 0.01). H3-1 and H3-2 are supported, so it is proved that brand reputation is a significant decision variable having influence on perceived quality and, in terms of influence of brand reputation on perceived quality, NB has relatively stronger influence than PB. H4-1: (SPC=0.31, t-value=2.65, p< .05). H4-2: (${\Delta}\chi^2$=1.26, df=1, p> 0.05). H4-1 is supported, but H4-2 is rejected, Therefore, it is proved that product experience is a significant decision variable having influence on perceived quality and, on the other hand, there is no significant different between PB and NB in terms of influence of product experience on product quality. H5-1: (SPC=0.24, t-value=3.00, p<. 05). H5-2: (${\Delta}\chi^2$=5.10, df=1, p< 0.05). H5-1 and H5-2 are supported, so it is proved that brand familiarity is a significant decision variable having influence on perceived quality and, in terms of influence of brand familiarity on perceived quality, NB has relatively stronger influence than PB. H6: (SPC=0.91, t-value=19.06, p< .001). H6 is supported, so a fact that customer satisfaction increases as perceived quality increases is proved. H7: (SPC=0.81, t-value=7.44, p<. 001). H7 is supported, so a fact that customer trust increases as perceived quality increases is proved. H8: (SPC=0.57, t-value=7.87, p< .001). H8 is supported, so a fact that customer loyalty increases as perceived quality increases is proved. H9: (SPC=0.08, t-value=0.76, p> .05). H9 is rejected, so it is proved influence of customer satisfaction on customer trust is not significant. H10: (SPC=0.21, t-value=4.34, p< .001). H10 is supported, so a fact that customer loyalty increases as customer satisfaction increases is proved. H11: (SPC=0.40, t-value=5.68, p< .001). H11 is supported, so a fact that customer loyalty increases as customer trust increases is proved. Implications Although most of existing studies have used function, price, brand, design, service, brand name, store name as antecedent variables for perceived quality, this study used different antecedent variables in order to analyze and distinguish purchase group PB and NB through preliminary research. Therefore, this study may be used as preliminary data for a empirical study that is designed to be helpful for practical jobs. Also, this study is made to be easily applied to any practical job because SEM(Structural Equation Modeling), most strongly explaining the relation between observed variable and latent variable, is used for this study. This study suggests a new strategic point that, in order to increase customer loyalty, customer's perceived quality level should satisfied for inducing customer satisfaction, customer trust, and customer loyalty. Therefore, after finding an effective differentiating factors in perceived quality in order to increase customer loyalty through increasing perceived quality, this factor was made to be applied to PB and NB. Because perceived quality factors which is recognized as being important by consumers is different between PB and NB, this study suggests how to efficiently establish marketing strategy by enhancing a factor. Companies have mostly focused on profitability in terms of analyzing customer loyalty, but this study included positive WOM(word of mouth). Hence, this study suggests that it would be helpful for establishing customer loyalty when consumers have cognitive satisfaction and emotional satisfaction together. Limitations This study used variables perceived price, company reputation, brand reputation, product experience, brand familiarity in order to determine whether each constituent factor has different influence on perceived quality between purchase group PB and NB. These characteristic variables are made up on the basis of the preliminary research, but it is expected that more precise research result would be obtained if additional various variables are included in study. This study selected a practical product that is non-durable, low-priced and bestselling product in a discount store through the preliminary research because it can be easily estimated by consumers. Therefore. generalization of study would be more easily obtained if more various product characteristics is included. Regarding a sample used in this study, it was only based on consumers who purchase products in a large-scale discount store located in Seoul and in the capital area. Accordingly, this sample has some geographical limitation, If a study is expanded by including more areas, more representative research results may be produced. Because this study is only designed to analyze consumers who purchase a product in a large-scale discount store, some difference may be found according to characteristics of each business type. In other words, there is certainly some application limitation, so research result from this study may not be applied to other business types. Future research may have fruitful results if it adjusts a variable to each business type.

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  • A Study of Korean Consumers on Dietary Satisfaction to Sentiment Index about Food Safety : Focusing on Moderating Effects of Reliance to Food Safety Information (소비자 식품안전 체감도에 따른 식생활만족도에 관한 연구 : 식품안전정보 신뢰의 조절효과 중심으로)

    • Lin, Hai Bo;Lee, Seung Sin
      • Journal of Families and Better Life
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      • v.34 no.3
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      • pp.15-26
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      • 2016
    • Food is a kind of unconditional element for the health and survival of humanity. Eating is the most principle desire for humans among others, which can make humans feel stability and pleasure when the desire is well satisfied. The attention to food safety is increasing and food safety accidents are happening constantly, which makes the anxiety to food safety become more serious. Especially after the WTO, the floating of food hazards between countries are increasing, which makes the problems of food safety not just limited to inland but has become a matter of common interest internationally in this liberalization era. Therefore, institutional preparation and persistent management and supervision are necessary for increasing dietary life satisfaction as well as securing food safety. Meanwhile, the consumers also need to understand and trust the food safety information, and have the ability of personally pursuing a safe diet. In this study, sentiment index about food safety and dietary satisfaction were centered on Korean consumers and the factors having an effect on dietary satisfaction were analyzed. Moreover, whether the reliance to food safety information had a moderating effect on the sensory level of food safety and satisfaction to dietary food was also confirmed. The main results were different with those concluded by J. Yun and S. Joo (2014). The sensory level of food safety was decided by the reliance to food production distribution provision safety, anxiety to food varieties, and food token. The reliance to food production distribution provision safety was lower than the average level. The anxiety to food varieties was slightly higher than the average level. The reliance to food safety information was generally lower than the medium level which showed the distrust to food safety information. The satisfaction of diet by the consumers showed a slightly lower level than the average level. In addition, the reliance to food safety information had a moderating effect on the sentiment index about food safety and dietary satisfaction. Therefore, the consumer organizations or the government should actively expand various consumer education related to food safety in order to apprehend the concrete variables which can have effects on the satisfaction of diet and transform the precise information into accurate knowledge.

    The social representation and trust of Korean society and people: Indigenous psychological analysis of the perception of Korean adolescents and adults (한국 사회와 사람에 대한 사회적 표상과 신뢰: 청소년과 성인의 지각을 통해 본 토착심리 분석)

    • Uichol Kim ;Young-Shin Park
      • Korean Journal of Culture and Social Issue
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      • v.10 no.3
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      • pp.103-129
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      • 2004
    • This article examines the Korean adolescents and adults' social representation and trust of Korean society and people using indigenous psychological analysis. Respondents were asked to write in an open-ended questionnaire their perception of the following five aspects: Korean politics, economy, society, culture and people. They were then asked to report why they trust or distrust Korean society. A total of 1,064 respondents (218 middle school students, 200 university students, 218 fathers of the middle school students, 218 mothers of the middle school students, and 210 teachers) completed a questionnaire developed by the present researchers. The data were collected during April to June, 2003. The results indicate that 94.5% of Koreans view the existing political system and politicians as being corrupt, inept, factional, and lacking in integrity. A vast majority (84.9%) recognize the existence of systemic problems in the Korean economy. A total of 78.2% see problems in Korean society being dominated by selfishness, factionalism, conservatism, and social uncertainty. For Korean culture, a majority of respondents report being proud of its cultural tradition, accomplishment, and creativity. At the same time, 45.7% report loss of cultural identity and pride due to external influences. More than half of the respondents report negative aspects of Korean people (i.e., selfish, lack of morality, rushed, and overly focused on their social image), while nearly half of the respondents report positive aspects of Korean people as being compassionate, cooperative, good-natured and hard-working. As for reason for trusting Korean society, around a third report "because it is our country," followed by its future potential, and the good-nature and willingness of Korean people to work hard. The reasons for distrusting Korean society is the dishonesty politicians, corruption, institutional ineptness, and economic uncertainty. These results indicate a low level of collective efficacy in influencing and affecting change in Korean society.

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    A Study on the Effect of Corporate Social Responsibility on Organizational Commitment, Organizational Trust, Organizational Citizenship Behavior: Focusing on Incorporation Companies in Business Incubator (기업의 사회적 책임이 조직몰입, 조직신뢰, 조직시민행동에 미치는 영향에 관한 연구: 창업보육센터 입주기업을 중심으로)

    • Lee, In Seong;Kang, In Won
      • Asia-Pacific Journal of Business Venturing and Entrepreneurship
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      • v.14 no.2
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      • pp.235-247
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      • 2019
    • In order to achieve the results that are appropriate for the purpose of the enterprise, it is important to comprehensively understand the behaviors within the roles of the members of the organization and actions outside the roles. However, there have been relatively few studies on corporate social responsibility (CSR) among the existing studies that have been conducted to date. In particular, organizational citizenship behavior, a voluntary commitment by organizational members, is perceived as a very effective way of enhancing corporate performance, but studies on organizational citizenship behavior based on corporate social responsibility have rarely been conducted. In recent years, domestic companies have recognized social responsibility as an activity rather than an additional activity. Therefore, it is very meaningful to look at the organizational performance by examining the factors that make up this social responsibility from the perspective of the company. It is considered a task. In order to demonstrate this, this study collected 303 data from a business incubator center operated by universities and public institutions nationwide and used a total of 303 samples. As a result of the verification, the wages received by the members of the organization did not affect the organizational commitment, and the working hours and the working environment affected the organizational commitment. In addition, corporate social responsibility has an effect on organizational trust in the marketing side. Organizational commitment and organizational trust were studied to positively affect organizational citizenship behavior. In addition, this study divides the degree of perception of social responsibility of the organizational members into the high recognition group and the low recognition group and analyzed whether there is a difference in the level of organizational citizenship behavior according to the employment type (regular and irregular workers) The results of this study are as follows.

    Housewives' Behavior of Purchasing Special Eggs and Cooking Patterns of Eggs in Kyunggi-do and Inchon

    • Chang, Kyung-Ja;Cho, Yong-Bum
      • Korean Journal of Community Nutrition
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      • v.2 no.5
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      • pp.711-720
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      • 1997
    • The purpose of this study was to investigate the purchase of special and cooking patterns of eggs. This survey was carried out through questionnaire and the subjects were 435 housewives whose children were middle or high school students in Kyunggi-do and Inchon. The results are summarized as follows : 1) As for age, 66.4% of subjects were 40 years or older. Also 57.1% of subjects received a high school education. As for occuption, full-time housewives accounted for 60.5%. Monthly family income of 39.1 % was 1-2 million won. As for monthly cost of food, 51.7% of subjects paid less than 500 thousand won. Also 40.2% of subjects lived in apartments. 2)Most housewives knew about the sale of special eggs. However, they perceived that the price of special eggs was expensive. 3) The higher their age, education level. household income and food cost, were, the more frequent their purchase of special eggs was. 4) The reason for their purchasing special eggs was in order of nutrition and freshness. 5) Most housewives didn't trust the brands of special eggs. 6) The most popular method of cooking eggs was fried-eggs. Therefore, it is necessary to provide cheap, fresh and nutritious special eggs. (Korean J Community Nutrition 2(5) : 711∼720, 1997)

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    Concept Analysis of Nursing Leadership (간호리더십에 대한 개념 분석)

    • Kim, Jung Sook;Kim, Yun Min;Jang, Keum Seong;Kim, Bok Nam;Jeong, Seok Hee
      • Journal of Korean Academy of Nursing Administration
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      • v.21 no.5
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      • pp.575-586
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      • 2015
    • Purpose: The purpose of this study was to provide a concept analysis of nursing leadership. Methods: The concept analysis process of Walker and Avant (2011) was used. A review of the literature was conducted using several databases, including PubMed, CINAHL, Ovid-Medline, DBpia, and KISS. The databases were searched using the following terms 'nursing leadership', 'nursing' & 'leadership', and 'nurse & 'leadership', and for studies published from January 2000 to March 2015. Strict inclusion and exclusion criteria were applied. Results: Analysis of these studies indicated nursing leadership attributes were individual growth, collaboration, nursing excellence, creative problem solving, and influence. The antecedents of nursing leadership were the individual maturity level, construction of mutual trust and confidential relationships, and a job requirement. The consequences were improvement in nursing productivity, development of a supportive work environment, and satisfaction with the nursing profession. Conclusion: The findings in this study provide a definite concept of nursing leadership. The findings also provide the theoretical evidence for the development of nursing leadership competencies in nursing students and professional nurses.

    The Evaluation of the Various Update Conditions on the Performance of Gravity Gradient Referenced Navigation

    • Lee, Jisun;Kwon, Jay Hyoun
      • Journal of the Korean Society of Surveying, Geodesy, Photogrammetry and Cartography
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      • v.33 no.6
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      • pp.569-577
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      • 2015
    • The navigation algorithm developed based on the extended Kalman filter (EKF) sometimes diverges when the linearity between the measurements and the states is not preserved. In this study, new update conditions together with two conditions from previous study for gravity gradient referenced navigation (GGRN) were deduced for the filter performance. Also, the effect of each update conditions was evaluated imposing the various magnitudes of the database (DB) and the sensor errors. In case the DB and the sensor errors were supposed to 0.1 Eo and 0.01 Eo, the navigation performance was improved in the eight trajectories by using part of gravity gradient components that independently estimate states located within trust boundary. When applying only the components showing larger variation, around 200% of improvement was found. Even the DB and sensor error were supposed to 3 Eo, six update conditions improved performance in at least seven trajectories. More than five trajectories generated better results with 5 Eo error of the DB and the sensor. Especially, two update conditions successfully control divergence, and bounded the navigation error to the 1/10 level. However, these update conditions could not be generalized for all trajectories so that it is recommended to apply update conditions at the stage of planning, or as an index of precision of GGRN when combine with various types of geophysical data and algorithm.

    Reviews Key Features of Word-Of-Mouth (WOM) Advertising and Their Impact on Sports Consumer

    • SHOKURLOO, Sakineh Lotfi Fard;SHAHBAZI, Massoumeh;SEO, Won Jae
      • Journal of Sport and Applied Science
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      • v.4 no.2
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      • pp.1-9
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      • 2020
    • Purpose: This study sought to investigate the critical features of Word of mouth (WOM) advertising and their impact on sport consumer behavior. Research design, data, and methodology: Target population of the study consisted of all sports consumer of the Federation of Special Patients and Organ Transplantation, Tehran (Iran), who had indirectly watched the World Organ Transplant Competition documentary at least once on others' advice. For this purpose, 360 sports consumers of the federation were purposefully selected and they were asked to complete the standard WOM advertising questionnaire of Asda and Ko. Pearson correlation coefficient test and modeling of structural equations were performed using Spss24 and Smart PLS software at an error level of 0.05 used to analyze the data. Results: The findings show that there is a significant relationship between experience and expertise, trust and validity, content richness, and the power of message transmission through WOM advertising and its predictability. Finally, interpersonal relationships and work involvement also had a moderating role in this regard. Conclusions: The general conclusion is that the components of WOM advertising as well as involvement and homophily with the mediating role directly as one of the presuppositions for persuasion. The sports consumer was promoting WOM.

    The Satisfaction Analysis for Patient Care Service in National University Hospitals (국립대학병원의 환자 만족도 분석 - 7개 국립대학병원의 입원.외래간 비교 -)

    • Lee, Kyu-Sik;Lee, Hae-Jong;Cho, Kyung-Sook;Seol, Dong-Jin
      • Korea Journal of Hospital Management
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      • v.3 no.1
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      • pp.165-191
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      • 1998
    • The objectives of this research are 1) to identify different motivation of choice for each National University hospitals 2) to examine the factors influencing the patients' satisfaction, 3) and to investigate that the patients' satisfaction effects the hospital re-choice and recommendation on seven National University's hospitals. The data for this analysis were collected by questionnaire survey. Totally 852 interviews were conducted. The major statistical methods used for the analysis are paired t-test, factor analysis, x2-test, and multiple regression. We find that satisfaction level is a function of not only the quality of medical service but also non-medical service. The main results of research are follows: 1) The most important factor of hospital choices is 'the trust and fame as National University hospitals'; 2) Overall satisfaction of inpatients is turned to be influenced by the doctor's services, nurse's services, environment, and convenience. And overall satisfaction of outpatients is also found to be influenced by the waiting time for lab test; 3) Highly satisfied patients preferred to revisit and to recommend to others.

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    Corporate Sustainable Management and Capital Market: Evidence from Data on Korean Firms

    • Kim, Young Sik;Park, Ki Bum
      • Asia Pacific Journal of Business Review
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      • v.1 no.1
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      • pp.56-66
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      • 2016
    • This paper analyzes the impact of CSR on the capital market in Korea. Using listed firm data, we found that the creation of a sustainability report that indirectly measures the level of CSR can bring the stock rate of return difference of the capital markets representative market index. First, when a firm that publishes a sustainability report was compared in terms of its market rate of return, it showed a return increase of about 2%. We found that higher returns were gained through the competitive advantage of related business when the firm was actively involved in social responsibility. Second, subdivided by industry, firms belonging to the capital goods industry were found to reach a rate of return higher than that of industry. These firms were noticeable in that they were mainly industries that caused environmental pollution. Third, in an additional analysis, foreign investors were given the sustainability report of financial businesses, which was interpreted as a result of industrial properties. A sustainability report is a comprehensive report on the economic, environmental, and social activities of a firm. Firms must learn that they can gain trust through publishing trustworthy reports while achieving the lasting power of growth from the stakeholders.


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