• The Journal of Asian Finance, Economics and Business
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• 제8권2호
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• pp.1005-1015
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• 2021

We investigate the impact of marital status on the levels of satisfaction of online shoppers in the beauty and cosmetics industry in Vietnam. We find a significant difference in satisfaction between married and divorced/separated online shoppers. More specifically, the latter reveals higher level of satisfaction than the former. Extended analyses further show that this finding is only observed for female online shoppers whilst it is insignificant for their male counterparts. Moreover, we find significant differences in determinants of customer satisfaction between three different groups of online shoppers: single, married, and divorced/separated. While married individuals' satisfaction is affected by all factors (Online shopping experience; Seller Services; External Incentives; Security/Privacy), that of their divorced/separated peers are influenced by only seller services and external incentives. Also, single participants are satisfied with their online shopping driven by their online shopping experience and external incentives. Our findings contribute to the stream of customer satisfaction literature, and to the studies in beauty and cosmetics sector as well as online shopping trends in Vietnam. They contain implications for existing online businesses and new or potential market entrants as to which customer demographic factors have significant influences in terms of customer psychology, behaviour and their satisfaction.

• 동아시아식생활학회지
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• 제13권5호
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• pp.482-493
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• 2003

This study has been designed to stress the thoughts that soups should be offered taking into account customer's preference aimed at leading to eventual customer's satisfaction and the importance that Korean traditional food should take the lead in shifting dining-out industry's paradigm to customer-orientation instead of product-orientation. From August 15 through August 30, 2003, the drawn-up questionnaires were handed out to 500 numbers of adults aged over 20 living in Seoul, metropolitan city of Korea and the finally collected 361 questionnaires from them have been analysed as a subject for this study. It showed that the male respondents(44%) dined out much more frequently than the female respondents(35%) and their rate of 5,000-7,000 Won for a meal was most preferred as their average expenditure at one sitting in the restaurant. When eating Korean food at home or in a restaurant, the majority(5l,3%) of them think the soups(Tang) should be served coupled with their ordered meals. Among soups using flesh and meat as a staple material, they most preferred beef & bone soup(33.2%), followed by beep rib soup(30.4%) and beef soup with seasoned red pepper(l0.8%), and among soups using fish & shell and crustacean as a staple material, most preferred were hot fish soup(20.6%), loach soup(l5.2%) and hot crab soup(11.4%). Among soups using beans as a staple material, they most preferred soybean paste stew(33.2%), uncurdled soybean curd stew(29.4%) and Dambuk stew(l5.8%). Among soups using fowls and birds as a staple material, chicken soup with ginseng(51.9%), plain chicken soup(l8.4%) and chicken soup with red pepper sauce(l2.3%) falls on the most preferred. Among soups using vegetables and seaweeds as a staple material, most preferred are sea mustard soup(25.3%), Kimchi soup(16.8%), soybean paste soup with Chinese cabbage(13.0%) and bean sprout soup(10.1%). The soups(Tang) most preferred in the morning time are those soups whose staple materials are vegetables and seaweeds, such as sea mustard soup, bean sprout soup, Kimchi soup and soybean paste soup with Chinese cabbage while the soups most preferred for the lunch time are beef & bone soup, beep rib soup, chicken soup with ginseng and beef soup with seasoned red pepper while beef soup with seasoned red pepper, beef & bone soup, soybean curd stew and Kimchi soup are most preferred soups for the dinner time. The survey showed that 41 % of the subject preferred chicken soup with ginseng for a food considered good by themselves for their health. The male respondents preferred Bosin-tang(soup of edible-dog meat) than the female counterparts did, while the female respondents preferred chicken soup with ginseng than the male counterparts did. The survey showed that when eating korean traditional food, 70% of the subject are visiting a restaurant where soups are cooked delicious while 61% of the subject think that price does not matter if only food tastes good, which is reflecting that taste of food is a decisive factor in selecting menu rather than its price is. In conclusion, you can say that taste of soup is the most important factor creating steady customer in the restaurant, taking it into account Korean people most prefer their traditional food when dining out.

• 통상정보연구
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• 제6권1호
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• pp.25-50
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• 2004

This study attempts to find out what kind of service quality is considered important by customers in using the Internet shopping mall and suggests the way to activate the customer relationship. The findings based on empirical analysis are shown here. First, empirical analysis of the contextual factors such as gender, education, and experience levels, shows that what customers perceive as most important in the product purchase is security in terms of the payment and personal information service. The second important service quality factor perceived by customers is responsiveness, particularly the rapidity and accuracy of response to their needs and wants. The customers also considered price, quality and diversity of the product as being important. Furthermore, there is no big difference among other service quality factors. Second, in the different gender context, there is no significant difference between the genders. However, the male group shows an even distribution of factors valued in the service quality, whereas female respondents placed stronger emphases on particular aspects of service, such as security, response, reliability and product quality. Third, in the context of different education level, the payment method between graduates and non-graduates has a significant difference. That is, the non-graduates prefer the credit card and saving through ATM, while the graduates use dual payment method using credit card and another payment method together. Therefore, the various payment methods should be considered according to the customer type, namely graduates or non-graduates. Fourth, in the context of different experience level, the result of the empirical analysis of the factors of the service quality shows no great difference between experienced and inexperienced customers. Both types of customer perceive security as the most important. To sum up, the service quality perceived by the customers of Internet shopping malls is empirically analyzed in different contexts such as gender, education, and experience. Then, the device for the customer relationship activation is suggested. It can be utilized as a guideline for the continuing diffusion of the Internet shopping mall, giving it a competitive advantage against other companies.

• 한국프랜차이즈경영연구
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• 제9권3호
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• pp.19-29
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• 2018

Purpose - Due to the increase in coffee consumption and competition, domestic coffee franchise companies are currently entering the overseas market. Therefore, coffee franchise companies are pursuing a variety of marketing strategies to meet customer needs and gain competitive advantage in overseas markets. From this perspective, overseas franchise companies need to ensure that their servicescapes meet the needs of their overseas customers. For these purposes, the study is to identify the impact servicescapes on customer satisfaction and customer loyalty focused on Global Coffee Franchise Company "C", which extended its business worldwide in Mongolia. Research design, data, and methodology - The data were collected from customers who had visited the stores of 'C' company in Ulaanbaatar, Mongolia. 435 valid questionnaires collected through online survey coded and analyzed using frequency, confirmatory factor analysis, correlations analysis, and structural equation modeling with SPSS 24 and SmartPLS 3.0. Result - Firstly, seating comfort, facility aesthetics, and cleanliness, ambient conditions among servicescapes influenced customer satisfaction. Secondly, servicescapes didn't affect the loyalty directly. Third, customer satisfaction had positive effect on loyalty. Fourthly, cleanliness which was ranked lower in Korea had a great effect on customer satisfaction in Mongolia. Fifthly, IPMA(Importance-performance map analysis) shows that the importance of servicescapes is higher for women than for men, and facility aesthetics for female and cleanliness is the most important for male. Conclusions - The results of this study show that there is a positive (+) effect on customer satisfaction in order of cleanliness, ambient conditions, aesthetics, and seating comfort. Therefore, franchise companies considering or advancing into Mongolia should consider importance in order of cleanliness, ambient conditions and aesthetics when entering Mongolia market. For example, franchise managers should select Monday as a "clean day," and all merchants should spend all of their open hours and keep their stores clean in accordance with the head office manual. In addition, franchise managers need to hire a VMD (visual merchandising) experts to build up a physical environment that will effectively highlight the space-specific display of the store so that Mongolian local customers can have a satisfactory climate and aesthetics. And, the IMPA analysis between servicescapes and customer satisfaction shows that women are more susceptible to servicescapes than men. Especially, in the case of women, the importance of esthetics is high, but the performance is low. Thus, if the aesthetics are actively improved, customer satisfaction can be effectively increased.

• 디지털융복합연구
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• 제12권10호
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• pp.615-624
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• 2014

이 연구의 목적은 스키리조트의 명성이 다차원적 신뢰, 고객만족 및 구전확산에 미치는 영향을 규명하는 것이다. 이러한 목적을 달성하기 위해 2013년 강원도 지역에 소재한 3개(P, W, Y)의 스키리조트를 이용하고 있는 성인 남 여 400명을 조사대상으로 선정하였다. 이 때 사용한 표집방법은 편의표본추출법이다. 수집된 자료 중 부적절한 18부의 설문을 제외한 382개의 최종 유효표본을 가지고 빈도분석과 탐색적요인분석, 신뢰도분석, 상관관계분석 및 단순 및 다중회귀분석을 하기 위하여 PASW 18.0을 활용하여 자료처리를 하였다. 그 결과를 보면 다음과 같다. 첫째, 스키리조트의 명성은 리조트에 대한 신뢰와 리조트 종사원에 대한 신뢰에 긍정적인 영향을 미치는 것으로 나타났다. 둘째, 리조트에 대한 신뢰와 리조트 종사원에 대한 신뢰는 고객만족에 긍정적인 영향을 미치는 것으로 나타났다. 셋째, 리조트에 대한 신뢰와 리조트 종사원에 대한 신뢰는 구전확산에 긍정적인 영향을 미치는 것으로 나타났다. 넷째, 고객만족은 구전확산에 긍정적인 영향을 미치는 것으로 나타났다.

• 한국의류산업학회지
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• 제16권4호
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• pp.596-603
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• 2014

The purpose of this study was to find affecting consumer's usage motivation on purchase satisfaction and repurchase intension when purchasing fashion products in social commerce. The data were collected via a self-administered questionnaire from 239 male and female who living in Busan with experience in social commerce purchasing fashion products. Using SPSS 20.0 and AMOS 20.0 package, Cronbach's ${\alpha}$, a confirmotory factor analysis and a structural equation modeling analysis were performed. The results are as follows. Hedonic, economical efficiency and interaction without information provide subjective norms significantly influenced the purchase satisfaction. And aforementioned subjective norms significantly influenced repurchase intension, too. The purchase satisfaction positively influenced the repurchase intension. Therefore, social commerce sellers of fashion products ought to offer variety price benift and promotion to raise the purchase satisfaction and repurchase intension. To offer variety price benift, they should respond sensitively to the price set by comparing prices with other sellers. And promotion to raise the purchase satisfaction and repurchase intension need to consider such variety of missions, discount coupons or event and mileage. In addition, they should develop customer service system for interaction with customer and connect to the repurchase increases the purchass satisfaction through faster customer response to the product information or sales, service.

• 복식문화연구
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• 제15권1호
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• pp.58-67
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• 2007

The popularity of communities on the Internet has captured the attention of marketing professionals and more consumers are involved in online activities of fashion brands. The primary purpose of this research was to explain the process of how online interactivity influence members' relational market behavior. Subjects of this study were male and female members of online communities of fashion brands. Online survey data were obtained from 416 respondents. Empirical findings of this study were suggestive of two types of interaction in fashion online communities: community-customer interaction and customer-customer interaction. Fashion online community customers' relational market behavior (word of mouth and repurchase intention) was significantly influenced by both types of interactivity. The influence of interactivity on relational behavior was stronger for word of mouth intention than for repurchase intention. This study highlights the importance of interactivity in cyberspace as well as relational market behavior and contributes to e-relationship marketing strategies of fashion brands.

• 품질경영학회지
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• 제44권4호
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• pp.897-906
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• 2016

Purpose: The purpose of this study was to propose the useful method to improve service affective quality by analyzing customer's service experiences and evaluating the satisfaction of the affective sensual responses to physical stimulus. Methods: While customers were experiencing the service, the customers evaluated the subjective satisfaction for the visual, auditory, tactile, olfactory and gustatory senses on a scale of -3 to 3 at each stage of the service process. The customers described the positive and negative feelings about each sensory stimulus, and explained the reason for the subjective evaluation scores. After experiencing the whole service, customers evaluated the affective quality of the whole service. Results: The proposed method was applied to coffee shops. 35 male and female college students were evaluated for 15 coffee shops in Korea. Multiple regression analysis revealed that auditory and olfactory senses had a greater impact on service affective satisfaction than other senses. Conclusion: This method is useful to identify the factors that affect customer's affective quality and to find the target to improve physical environment more easily than existing methods.

• 한국의류학회지
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• 제39권5호
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• pp.714-727
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• 2015

This study investigated consumers' clothing expense, consumer innovativeness and perceived risk to the channel type they frequently purchase fashion products and compared the relationship between the variables. A survey of male and female college students was conducted and 367 responses were analyzed using descriptive statistics, chi-square analysis, two-way ANOVA, factor analysis, reliability analysis, and correlations. Female consumer clothing expenses were high compared to male consumers, and clothing expenses of consumers using department stores and independent banded stores were high compared to those using internet shopping malls. The sub-dimensions of consumer innovativeness were determined as adventure-oriented, unique-oriented, and change-oriented, and female consumers have characteristics more unique-oriented and change-oriented. In the case of female respondents, unique-oriented innovativeness was highest for department store customers, while the male customer of non-branded stores showed the highest unique-oriented innovativeness. Perceived risk indicated the highest score from the customers of internet shopping mall. Department stores were recognized as reliable by female department store customers. Clothing expenses and consumer innovativeness dimensions showed significantly positive correlations; in addition, the relation between clothing expense and perceived risks were significantly negative. Consumer innovativeness and perceived risks have positive relations.

• 한국의상디자인학회지
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• 제19권3호
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• pp.63-74
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• 2017

This study aims to contribute to the development of male incontinence underwear with an anti-aging effect that meets customer requirements by examining the types, sorts, sizes and specifications of male incontinence underwear currently sold on the market. The results of an analysis of a total of eight commercial products are as follows. 1) Among the samples, six types of incontinence underwear were of a pull-on style like regular underwear; two types were of a pad insertion style. With respect to the underwear design, four (50%) types of incontinence underwear were brief style. The rest were drawers (3, 37.5%). Only one was of a trunk (12.5%) style. 2) With respect to size, the percentage of Size 3 was 50%, followed by Size 4 (50%). Most of the size of the underwear uses hip measurement whereas Japanese products (3, 37.5 %) use waist circumference. 3) With respect to the materials of the incontinence underwear, natural fibers such as cotton were mostly used and a polyurethane or polyester was mixed to enhance the wearing sensation and stretchability of the underwear. Finally, for the structure of the pad area, a napping finish was the largest (3, 37.5%), single knit 2(25%), twill weave 2(25%), and rib weave 1.