• Journal of Korean Society for Quality Management
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• v.45 no.1
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• pp.39-54
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• 2017

Purpose: This study evaluated the effect of customer relationship management (CRM) on customer's brand loyalty in the holistic perspective of relational benefits, relationship quality and relation value. This paper attempted to find out the psychological process that links the relational benefits and brand loyalty. Methods: The data was collected by using the structured questionnaires to VIP customers and general customers of major domestic banks. The proposed research model is empirically tested using 324 valid questionnaires using SPSS 23 and AMOS 23. Results: This research indicated the partially positive relationship between the relational benefits and relation values, and between relational benefits and relationship quality. The relation value and relationship quality positively affects the relation commitment and the relation commitment also positively affects brand loyalty. This study also shows that the relation value affects the brand loyalty through the mediation of relation commitment, but also the relationship quality affects the brand loyalty through the media of relation commitment. Conclusions: This study investigates the role of perceptional factors(relational value and relationship quality) and affective factors(relation commitment) to find the relationship between relational benefits and brand loyalty. It also suggest the relative influence of relational benefits on relation value.

• The Journal of Information Systems
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• v.22 no.1
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• pp.29-64
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• 2013

This study empirically investigates the effect of self presentation on SNS to interpersonal relation and quality of life. Especially, we performed exploratory analysis that how SNS affect to quality of life and wether the change of interpersonal relation is mediating effect to quality of life and intention to use. And we also suggest that the capability of communication would be a moderator. In the results, firstly, the using SNS has significantly positive effect on the change of interpersonal relation. And it as mediation variable can positive impact on the relationship between the using SNS, quality of life, and Intention to use. In the moderating analysis, SNS users who responded higher communication capability have significantly more higher effect on the change of interpersonal relation and quality of life. Secondly, the change of interpersonal relation after use of SNS as a mediation variable serves to enhance the relationship between the use of SNS and the quality of life in the positive direction.

• The Journal of the Korea Contents Association
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• v.19 no.4
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• pp.63-78
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• 2019

The objective of this study is to verify the effects of private banking(PB) relation marketing on relationship quality between bank and customer and long-term business intention and to verify the mediating effect of the relationship quality. The subjects of this study were 431 PB customers in Seoul. The questionnaire data were utilized for verification of hypotheses through structural equation model analysis. As a result of verification, PB relation marketing presented a statistically significant positive correlation with relationship quality between bank and customer. The PB relation marketing showed a significant positive effect on the long-term business intention with the mediating effect of the relation quality. Finally, the result of this study is meaningful in a point of view of PB relation marketing of bank on the relationship quality and long-term business intention. It is worthwhile to verify the mediation effect of the relationship quality.

• The Korean Journal of Community Living Science
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• v.17 no.4
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• pp.3-14
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• 2006

The purpose of this study is to find out the repercussion of mothers' quality of object relation and hope on their children's emotional and behavioral disorder level and satisfaction level on counseling. Participants were 112 children between ages of 6 and 12, and the 112 mothers of those children. Questionnaires for mothers were used to assess their object relation level, hope level, and counseling satisfaction level. Questionnaires for children were used to assess their depression and aggression level. Results were as follows: First, mothers with lower object relations had children with higher depression and aggression levels. Second, children of the mothers who scored higher object relation levels scored higher on the satisfaction level on counseling. Third, among the mother's object relation level, hope level, and counseling satisfaction level, the object relation level appeared to have the strongest repercussion on the child's emotional and behavioral problems. The results of this study can be used as a base material to improve the effect of play therapy for the children who have emotional and behavioral problems, on helping the children and their mothers to have positive object relations.

• Journal of Global Scholars of Marketing Science
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• v.8
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• pp.451-473
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• 2001

This research aims to investigate the structural relationship among service quality, service value, satisfaction, relation quality and re-use intention and to establish the conceptual framework for the relationship between customer and service supplier. This research employs LISREL 8.30 for an empirical approach. With consumers in beauty shops supplying intangible and autonomous-oriented services, it was found that (1) perceived service quality was positively related to service value, satisfaction, relation quality and re-use intention, (2) service value encouraged satisfaction and relation quality, (3) satisfaction and relation quality showed relationship with re-use intention while no relationship between service value and re-use intention was tested, (4) re-use intention presented relatively strong relationship with relation quality geared from interaction between customer and service supplier than with customer satisfaction. Some implications of these results are discussed. Among others, it is noted that the small and customized firms must put their attention on relationship marketing.

• Journal of the Korean Operations Research and Management Science Society
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• v.36 no.2
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• pp.15-32
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• 2011

The research for exchange relationship in customer's perspective is meaningful especially in service, considering distinctive characteristics of service operations such as customer participation in the process whereas most of the recent related researches have been focused on employee's interaction with organization, leader, team and customer. In this study for beauty art service, the exchange party's characteristic is defined with beauty salon's reputation, staff's professionalism and customer's self-esteem. Also the exchange relation perception is classified into symbolism and interaction, Then the directional relations on customer's perspective are empirically investigated in the sequential order of the exchange party's characteristics, the exchange relation perception, the relationship quality and behavioral intention. In addition, the study examined the meditation effect via relationship quality between the exchange relation perception and the behavioral intention. Followings are confirmed from the statistical test with structural equation modelling：Symbolism is significantly caused by all of professionalism, reputation and self-esteem in the descending order of effect size whereas interaction is significantly influenced by only professionalism. The exchange relation perception has significant effect on the relationship quality, in turn which significantly affects behavioral intention. The exchange relation perception shows the significant indirect effect meditated by relationship quality and the insignificant direct effect on behavioral intention. This paper concludes with contribution of this study, managerial implication of the research findings and further research issues.

• Journal of Korea Society of Digital Industry and Information Management
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• v.8 no.4
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• pp.231-244
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• 2012

The purpose of this study was to substantially analyze the relation between the success factors of quality management and performance. For this purpose, the success factors of quality management - CEO's leadership, customer-centeredness, process management, training, full participation of employees, and relationship with vendors - were identified as independent variables and performance was identified as dependent variable to substantially analyze the automotive parts industry. In result, the findings can be summarized into the following: First, for the relation between the success factors of quality management and financial performance, CEO's leadership, customer-centeredness, training, and full participation of employees were statistically significant, but process management and relationship with vendors were not statistically significant. Second, for the relation between the success factors of quality management and non-financial performance, CEO's leadership, customer-centeredness, full participation of employees, and relationship with vendors were statistically significant, but process management and training were not statistically significant. Third, it was also found that, among the success factors of quality management, CEO's leadership, customer-centeredness, full participation of employee should be considered more than any other variables to achieve performance. Based on the above findings, it was concluded that 'CEO's leadership' and 'customer-centeredness' had an influence on both financial and non-financial performances and were relatively more influential than other individual factors.

• International Journal of Fuzzy Logic and Intelligent Systems
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• v.4 no.2
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• pp.249-253
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• 2004

When we decide the software quality on the basis of the software measurement, the transitive property which is a requirement for an equivalence relation is not always satisfied. Therefore, we propose a scheme for classifying the software quality that employs a tolerance relation instead of an equivalence relation. Given the experimental data set, the proposed scheme generates the tolerant classes for elements in the experiment data set, and generates the tolerant ranges for classifying the software quality by clustering the means of the tolerance classes. Through the experiment, we showed that the proposed scheme could product very useful and valid results. That is, it has no problems that we use as the criteria for classifying the software quality the tolerant ranges generated by the proposed scheme.

• Journal of Families and Better Life
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• v.25 no.4
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• pp.67-86
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• 2007

The present study purposed to examine adolescents' peer relation quality, and school life maladjustment according to the characteristic of their mobile phone use and their mobile phone addiction. The subjects of this study were 490 middle/high school students in Namyangju City. A survey was conducted using a self reporting questionnaire, and collected data were analyzed with SPSS 12.0. The results are as follows. First, mobile phone use was different according to gender, school year and the degree of mobile phone addiction. Second, the addiction group was 12.9% of the subjects, the dependent group was 52.7%, and the non addiction group and 34.5%. Third, in the addiction group, the negative factors of peer relation quality were significantly higher than the positive factors of peer relation quality. Fourth, in the addiction group, all the factors of school life maladjustment were significantly high. Fifth, school life maladjustment was higher when the degree of mobile phone addiction was high and when the negative factors of peer relation quality were high. This suggests the necessity for education on the right use of the mobile phone and mobile phone addiction treatment program; in order to improve adolescents' peer relation quality and ease their school life maladjustment. The results of this study are expected to be useful in developing effective interventions for adolescents' healthy growth.

• Korean Journal of Social Welfare Studies
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• v.42 no.4
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• pp.413-443
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• 2011

The objectives of this study were to survey the level of social capital owned by self-support program participants, and to analyze the direct and indirect effects of social capital on their quality of life. Particularly because an individual's life is highly likely to be influenced by multiple aspects including human relation, this study purposed to determine the mediating effect of job satisfaction in the relation between social capital and the quality of life. The survey used a structured questionnaire, and in the contents of the questionnaire, the quality of life was selected as a dependent variable, social capital as an independent variable, and the job satisfaction as a mediating variable affecting the relation between social capital and the quality of life. The results of this study were as follows. First, as to the relation between self-support program participants' social capital and the quality of life, the network level and the normative level hand an important effect on the quality of life. Second, as to the relation between self-support program participants' social capital and job satisfaction, social capital had a negative effect on job satisfaction. Third, in the relation between self-support program participants' social capital and their quality of life, the mediating effect of job satisfaction was positive and this supports the spillover model among hypotheses on the relation between job satisfaction and the quality of life.