• 한국프랜차이즈경영연구
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• 제13권1호
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• pp.47-57
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• 2022

Purpose: Recently, it is common to see cases where an amount similar to the cost of a meal is spent on dessert, or an amount greater than the cost of a meal is spent on dessert. The generation MZ is showing a tendency of 'value consumption' by consuming values and beliefs in consideration of the recent impact on society and the environment. Therefore, this study aims to analyze the effect of dessert cafe quality and eco-friendly behavior on customer trust and loyalty targeting the generation MZ who have visited desert cafés. This study examined the mediating role of customer trust in the relationships between desert café quality, eco-friendly behavior and customer loyalty, and also the moderating effect of and eco-friendly behavior on customer trust and customer loyalty. Research design, data, and methodology: To achieve purposes of this study, 229 data were collected from respondents who visited desert café and analyzed using measurement model (reliability test and correlation analysis), Fornell-Larcker Criterion and Heterotrait-Monotrait Ratio (HTMT) assessment, and structural equation model (PLS-SEM) with SPSS 22.0 and SmartPLS 3.3.7. Results: The research results are as follows. First, desert cafes' quality positively influenced customer trust but did not customer loyalty. Second, desert cafes' eco-friendly behavior positively influenced customer trust and customer loyalty. Fourth, the interaction term of dessert cafe quality and eco-friendly behavior did not influence customer trust and customer loyalty. Conclusions: This study emphasized the necessity of service quality and eco-friendly behavior of dessert cafes by examining the relationship between the quality of dessert cafes and eco-friendly behaviors, customer trust and loyalty. It also found the importance of the role of trust in securing loyal customers. In order to secure and retain loyal customers, the owners of dessert cafes should make effortsto improve the quality of the cafes' products and services so that customers can feel a sense of trust, and actively publicize that they are practicing eco-friendly management. As a result of this study, it is intended to provide practical implications for the management of dessert cafes by understand ing the effects of product and service quality and eco-friendly behaviors of companies to bakery industry workers and start-ups.

• 유통과학연구
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• 제22권10호
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• pp.91-102
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• 2024

Purpose: This study exploresthe impact of e-service quality (e-SQ) on satisfaction, trust, and loyalty within Chinese online travel retail distribution agencies (OTRDAs) using the SOR (stimulus-organism-response) model. In addition, this research examines the mediating roles of satisfaction and trust in the relationship between e-SQ and loyalty. In the model, e-SQ encompasses four sub-dimensions, such as information, efficiency, reliability, and security. Research design, data, and methodology: Data were collected from 401 respondents through an online survey. The data were analyzed using SPSS 25.0 and SmartPLS 4.1 to test the relationships among the variables. Results: The findings reveal that information, efficiency, reliability, and security positively influence satisfaction and trust. Both satisfaction and trust, in turn, significantly enhance loyalty. Mediation analysisindicatesthat satisfaction and trust partially mediate the relationship between e-SQ and loyalty. Conclusions: The study highlights the direct effects of e-SQ components on satisfaction and trust, as well as their indirect effects on loyalty within the OTRDA framework. Notably, trust exerts a stronger influence on loyalty than satisfaction, underscoring the importance of trust as a mediator in the satisfaction-loyalty relationship. Consequently, customer loyalty programs for OTRDAs should prioritize trust evaluations alongside satisfaction measures.

• 한국정보시스템학회지:정보시스템연구
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• 제20권4호
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• pp.1-22
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• 2011

This study addressed trust to collective intelligence for explaining the affecting factors to the intention to use of collective intelligence by dividing the object of trust into a Web site and an information source group. We explored the factors affecting user's continuance intention toward collective intelligence in the view off trust building. We made a well-structured survey of our proposed model and gained 205 cases. We analyzed the proposed research model empirically using partial least square method. The findings are summarized as follows. First, all key factors (relevance, timeless, completeness, understandability) composing of collective intelligence quality have a positive and significant impact on confirmation. Second, confirmation has a significant impact on trust toward a Web site, as well as toward an information source group. The last is that trust toward a Web site influences on continuance intention, whereas trust toward an information source group doesn't.

• 한국디지털정책학회:학술대회논문집
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• 한국디지털정책학회 2005년도 추계학술대회
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• pp.475-488
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• 2005

This paper aimed to exam core factors of the service quality and analyze their effects on trust, satisfaction. And this paper analysis trust and satisfaction effects on revisti intention. To accomplish this purpose, this study examined previous studies and summarized core factors of service quality. Form previous studies, we drawed core factor. Core factor is convenience, technologies, valuable of contents, service. These core factors will affect on customer trust, customer satisfaction and trust, satisfaction will affect on revisit intention. To be winner, companies must be consider these key factor(convenience, technologies, valuable of contents, service).

• Journal of Korea Trade
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• 제25권5호
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• pp.19-38
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• 2021

Purpose - This study aims to verify the direct causal relationship between cost competitiveness and global network competitiveness, which are the tangible service quality factors determined by the shipping company, which in turn affect the shipper's customer satisfaction. Additionally, we empirically investigate the intangible, related service qualities determined by shipping companies, such as operational competitiveness and customer relationship quality, and how these then positively affect customer satisfaction through the formation of trust. Therefore, we examine the mediating effect of trust formation among different contractors for shipping services. Design/methodology - In order to examine the shipping company's tangible and intangible service-qualities perceived by the shipper on customer satisfaction and the process of trust formation between contractors, we collected valid data from 114 respondents out of 200 distributed questionnaires. The respondents consisted of domestic freight forwarders who engage with domestic and international shipping and logistics agencies. Descriptive statistics, confirmatory factor analysis, reliability, convergent and discriminant validities, common method bias, and PLS-SEM (partial least square-structural equation model) were analyzed using the program STATA 16. Findings - The findings of this study are as follows. First, our results showed that all hypotheses assumed in this study had statistically significant supporting evidence. Second, it was found that the mediating effect of trust was significant in affecting the quality of intangible service- qualities for customer satisfaction. Third, through supplementary analysis, we found that the global network competitiveness of domestic shipping companies will increase in importance in the future. In conclusion, the theoretical and practical implications of these findings are presented. Originality/value - This study reaffirmed the traditional causal relationship between customer satisfaction and tangible service quality. Additionally, we also contribute to the literature on the understanding of the causal relationship between trust formation and customer satisfaction through intangible interactions from a long-term perspective.

• International Journal of Advanced Culture Technology
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• 제8권3호
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• pp.172-185
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• 2020

To explore the impact of restaurant service quality for foreigners in South Korea on customer satisfaction, customer trust, and loyalty from three dimensions: quality of physical environment, food quality, and service quality and the influence of perceived price on satisfaction and loyalty, a survey was conducted by collecting 202 valid questionnaires and Amos 23 was used to examine the relationships between variables. The results show that the quality of physical environment, food quality, and service quality have significant positive effects on customer trust, but only food quality has a significant effect on customer loyalty and all three have no significant effects on customer satisfaction. In addition, customer trust has a significant positive effect on customer satisfaction and customer loyalty, but the effect of customer satisfaction on loyalty has not been verified in this study. At the same time, perceived price has a significant positive effect on customer satisfaction, but no significant effect on customer loyalty. Then the study examined the moderating effect of gender by using the SEM multi-group analysis method, founding that there are no significant differences between male and female on the impact of the three dimensions of restaurant service quality on customer satisfaction, and no significant differences between male and female on the impact of perceived price on customer satisfaction and customer satisfaction on loyalty, meaning that gender's moderating effects are not valid. These conclusions of this study are useful for restaurant operators to improve the quality of the physical environment, food quality and service quality, effectively improve customer trust, and thus customer satisfaction and loyalty.

• 보건의료산업학회지
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• 제5권2호
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• pp.23-33
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• 2011

The purpose of this study was to investigate the effects of a medical institution's brand equity on the users' trust and brand loyalty and further on price premium with trust and brand loyalty as the parameters. For that purpose, a survey was taken among 448 people that used service at university hospitals, general hospitals, and hospital in Busan. The results show that such brand equity components as the associated image of the brand and perceived quality had significant influences on relationships with trust with the latter having the greatest influences. Brand recognition, associated image of the brand, and perceived quality all had significant impacts on brand loyalty. The associated image of the brand had the biggest impacts, being followed by perceived quality and brand recognition in the order. Trust had positive impacts on brand loyalty according to the survey results about the quality of relationships with consumers, which suggests that medical institutions can increase their users' brand loyalty and intention for re-use by promoting their trust in them. While brand loyalty turned out to have statistical significance on the users' price premium, trust did not.

• 품질경영학회지
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• 제34권2호
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• pp.33-47
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• 2006

This study was designed to examine the casual relationships among trust evaluation factors, trust, customer satisfaction, and re-use intention in the P2P file sharing service. We applied structural equation model to test the hypotheses and research model. As a result of this study, trust evaluation factors affect trust and customer satisfaction and both of trust and customer satisfaction affect re-use intention respectively and significantly. Also trust affects customer satisfaction significantly. Specifically, trust was empirically confirmed as one of the important factors preceding customer satisfaction and re-use intetion in the P2P file sharing service. Therefore, this study shows that trust is important factor that P2P companies have to emphasize to raise user satisfaction and performance.

• The Journal of Asian Finance, Economics and Business
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• 제8권4호
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• pp.971-982
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• 2021

The purpose of this study was to investigate the relationship between information quality, Online Travel Agency (OTA) trust, and continuous usage intention provided by OTA through the application of the SOR(Stimulus-Organism-Response) model. To achieve the purpose of the study, 234 responses were used for analysis, and the hypotheses were tested through the SPSS v.21 program and AMOS v.21 programs. The research results can be classified into the following three categories. First, it was determined that accuracy, timeliness, and usefulness among the factors for information quality had a significant positive effect on OTA trust and continuous usage intention. Second, it was determined that OTA trust was found to have a significant positive effect on continuous usage intention. Third, it was determined that OTA trust had an indirect effect on the relationship between accuracy, timeliness, usefulness, and continuous usage intention among the factors for information quality. This study looked at the lower dimension of information quality, which was insufficient in the field of OTA. This study can be used as basic data to, in practice, build a user-centered informational provision environment by identifying the factors that promote the continuous usage intention of consumers, which is linked to the revenue of online travel agencies.

• 한국의류산업학회지
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• 제10권5호
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• pp.607-617
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• 2008

This research investigated the factors that effect on the trust and loyalty in on-line shopping mall and analyzed a structural relationship of these variables. The variables are service quality, information quality of on-line WOM(afternote), reputation of on-line shopping mall. The Instrument dimensions of service quality are tangibles, responsiveness, assurance, diversity goods and price fairness. The Instrument dimensions of information quality of on-line WOM(afternote) are usefulness, abundance, accuracy and specialty. The Instrument dimensions of reputation of on-line shopping mall are cognizance and comment. The results by LISREL are as follows : There are 7 factors that effects on trust and loyalty. These are tangibles, responsiveness, assurance and price fairness of instrument dimensions of service quality, usefulness, specialty of instrument dimensions of information quality of on-line WOM, cognizance of the Instrument dimensions of reputation of on-line shopping mall. Specially, there are significant point that usefulness and specialty of afternote which can contact easily in on-line shopping mall effect on the trust and loyalty in on-line shopping mall.