• Journal of the Korean Society of Food Culture
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• v.24 no.2
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• pp.172-180
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• 2009

The purpose of this study was to investigate the consumer characteristics in foodservice according to university students' lifestyles. The data were collected by the questionnaire survey of 520 university students from Daegu Gyeongbuk Province. The SPSS/Win 12.0 program was used to analyse the samples. The results are as follows: 1) Lifestyle was divided into 10 factors and 3 clusters, namely "Convenience Intention" (cluster I), "Health Information Intention" (cluster II), and "Gender Equality Intention" (cluster III). 2) The differences in general characteristics between the three clusters were founded on gender, frequency of visits, companion, information type, and the type of restaurant. 3) The characteristics of cluster I (Convenience Intention) are explained by it consisting of the group with low averages in consumer dissatisfaction, complaints, compensation, and repurchase intention, where as cluster II was the high average group and cluster III the middle average group. Based on these results, consumer characteristics in foodservice are discussed.

• Journal of Global Scholars of Marketing Science
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• v.7
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• pp.239-259
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• 2001

The purpose of this study is to analyze service quality factors that consumers perceive during their purchasing product on Internet Shopping Mall. The study defines the characteristic quality dimensions of Internet Shopping Mall by adding three dimensions consisting of convenience, security and entertainment to PZB's SERVQUAL scale. Consumers' purchase process on Internet Shopping Mall is examined by finding the relation between their perceived risk factor and repurchase intention. The study results show that consumers' higher appraisal degree on service quality means their higher repurchase intentions, their lower perceived risks degree. The repurchase intentions and the perceived risks degree have negative correlation. The more consumers have experienced buying on Internet Shopping Mall, the higher consumer assess service quality, they have higher repurchase intention and lower perceived risk. The most basic contribution is that new service quality dimensions, which is able to clarify service quality on Cyber Mall, is identified with the established PZB(I988; 1991)'s SERVQUAL dimensions.

• Journal of Food Hygiene and Safety
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• v.30 no.4
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• pp.315-322
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• 2015

This study was performed to investigate the influence of Corporate Social Responsibility (CSR) activity on corporate image and repurchase intention (pre and post measure) after the news of food incident. A questionnaire survey was carried out for 235 college students in Seoul, Korea. The participants were given an instruction with CSR activity of company in food industry and completed the survey. We collected the survey and did the statistical analysis by SPSS. The result of this study was as follows: Significant differences (p < 0.05) were found between the two groups, one was aware of corporation's CSR activity and the other was not. The ranges of score of each question on corporate images after and before providing CSR information were 3.21-3.94 and 3.89-4.62, respectively. Also, the ranges of score of each question on repurchase intention after and before providing CSR information were 3.11-4.64 and 3.60-4.67, respectively. Thus, the result confirms that the previous studies' conclusion which explains CSR can shield consumers' negative attitude toward the company. The finding of this study emphasizes the importance of CSR activity to the companies in food industry and the need for making public awareness of CSR activity.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.18 no.11
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• pp.229-238
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• 2017

The study suggested plans to solve the problems of unsold apartments that lead to social and economic issues in our society, analyzed the characteristic factors related to the unsold apartment residents, investigated the preference factors, and finally determined the influence structure between the characteristic factors of residents and the mitigation factor of unsold apartment, for the repurchase intention. From previous studies, this study determined the characteristic factors based on the physical, environmental, social and economic characteristics to make up the characteristic factors for the unsold apartment residents. Then, through a Focus Group Interview (FGI) among the members of a real estate specialist group, it summarized the suitable factors for analysis and analyzed the influence structure between all factors through Partial Least Squares Structural Equation Modeling (PLS-SEM). The study results show that the mitigation factors are the most profound cause of the decision-making for unsold apartment residents, followed by economic factors and residential factors. In addition, the residential satisfaction for the unsold apartment residents has a positive relation with the repurchase intention.

• Culinary science and hospitality research
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• v.16 no.5
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• pp.164-177
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• 2010

This study examines die causal relationships among motivation to eat out, servicescape, customer satisfaction and repurchase intention in Seoul metropolitan area by conducting a survey to herbal food restaurant customers from January 20, 2010 to February 26, 2010. A total of 600 copies were distributed, and 522 copies were collected. Among them, except for 29 copies which were inadequate for analysis, 493 copies were analyzed by a factor analysis and reliability analysis using SPSS 12.0, and die research hypotheses were verified with a canonical correlation analysis and regression analysis. The results are as follows. First, there are relatively high correlations between such motivation for herbal food as the prevention of diseases, eco-friendly food, recipes, food calories and servicescape of functionality, safety, cleanliness, and accessibility. Second, die result of the multiple regression analysis between servicescape of herbal food and customer satisfaction shows that safety, cleanliness, and accessibility have significant effects on customer satisfaction. Third, customer satisfaction with herbal food has a positive effect on repurchase intention. Accordingly, useful suggestions are provided on the basis of these results.

• Korean Business Review
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• v.15
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• pp.25-45
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• 2002

The purpose of study is to examine how tour wholesaler's relationship characteristics to tour retailer affect trust, commitment, and repurchase intention in the distribution channel of travel industry. There are several detailed purposes of this study. First, this study is to grasp the factors of tour wholesaler's relationship characteristics to tour retailer. Secondly, this study is to examine how tour wholesaler's relationship characteristics to tour retailer affect trust and commitment. Thirdly, this study is to examine how trust on tour wholesaler, which is divided into two levels, firm and salesperson in charge, affects each other and commitment. Fourthly, this study is to examine how trust on tour wholesaler finn and salesperson in charge and commitment affect repurchase intention. Fifthly, this study is to suggest more efficient basis for marketing strategies to C.E.O or officer in charge of decision making of tour wholesaler, and help them to make right decisions. Managerial implications can be drawn from this study. One is that it is recognized that tour wholesaler's relationship characteristics to tour retailer consist of those to tour wholesaler finn such as reputation, physical characteristics, communication and those to salesperson in charge such as expertise, likability, similarity, frequent contact affect trust and commitment positively. Therefore, C.E.O and officer in charge of decision making of tour wholesaler should set up marketing strategies to get positive results at both levels, a finn and a salesperson. The other is that it is important that a tour wholesaler should manage their tour retailer with relationship oriented methods such as building trust, and make every endeavor to retain long term relationship with tour retailer.

• Journal of Navigation and Port Research
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• v.42 no.1
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• pp.67-78
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• 2018

This paper aims to investigate the nature of Customer Relationship Management (CRM) in liner shipping industries, study the organization's general characteristics which could help to promote such CRM practices, and analyze the relationship between the CRM and the organization's effectiveness. The result of analysis shows that the organizational characteristics which affect the CRM most in shipping industries are the market orientation and the CEO's support. In particular, the CRM was proven to have significant impact on employee satisfaction, service competitiveness enhancement, financial performance, customer satisfaction and the repurchase intention of the customers. This study also suggests that the CRM of liner shipping industries should be enforced comprehensively in synchronization with organizational characteristics, such as organizational culture and organizational systems. Based on such organizational characteristics, the noted CRM strategies were justified to have significantly impacted the overall management performance of the organizational performance of shipping industries and the customer's satisfaction and repurchase intention. This study would be appreciated as a meaningful analysis on the CRM in liner shipping industries which pursues the best interests of both shipping companies and customers.

• Journal of Distribution Science
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• v.13 no.2
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• pp.63-73
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• 2015

Purpose - Satisfaction with service is evaluated according to customers' subjective judgment. The expected value of customer service and its evaluations depend on the customers' position. The customer recognizes two different forms of service levels. One is satisfaction and the other is dissatisfaction. Customers who are satisfied want to receive the service in future. However, those dissatisfied try to change the service. The service provider tries to improve the service. There are two different service cycles. One is the successful cycle and the other is the failure cycle. This study aimed to empirically determine the effects of the justice and authenticity of service recovery on customer behavioral intention through an integrated approach to cognitive justice and psychological authenticity. Research design, data, and methodology - Based on a literature review, justice of service recovery was categorized into three types: distributive, procedural, and interactive. Then, authenticity was added to obtain four independent variables, along with recovery satisfaction as a parameter. Behavioral intention, as an outcome variable, was divided into the repurchase intention and positive word-of-mouth. The model and hypotheses were created and measurement items were developed. A questionnaire survey of items concerning the service recovery experience at family restaurants was conducted on college students and residents in Gwangju from September 30 to October 31, 2013. A total of 400 copies of the questionnaire were sent out and 385 were returned. Respondents answered questions about the importance of, and satisfaction with service recovery on a 5-point Likert scale. Excluding 174 copies without service failure experiences and 7 inappropriate copies, 204 copies were analyzed using SPSS 21.0 for Windows and AMOS 20.0 to determine the reliability and validity of measurements. The hypotheses were tested through a goodness-of-fit analysis. Results - First, distributive justice positively affected recovery satisfaction. Second, procedural and interactive justice had no impact. Third, authenticity positively affected recovery satisfaction. Fourth, distributive justice had relatively stronger effects on recovery satisfaction than authenticity. Fifth, recovery satisfaction significantly affected repurchase intention and positive word-of-mouth and it proved effective in mediation. Finally, additional analysis was performed for descriptive statistics of the principal variables by various demographic characteristics and significant differences were found in gender, occupation, and so on. Conclusions - This study has academic significance as the fairness and authenticity of service recovery were investigated to reveal the effects on behavior. The findings could be applied to a wide range of service recovery strategies. However, there are some limitations. First, data was collected only from the residents of Gwangju and most respondents were aged 20-30. Future studies should target a wide range of areas and age groups. Second, because the questionnaire used in this study targets only convenience family restaurants, the results of this study cannot be generalized to all services companies. Future research should be done on a wide range of industries such as hotels, airlines, and hospitals, and perform a comparison between sectors.

• Journal of the Korean Applied Science and Technology
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• v.36 no.4
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• pp.1327-1337
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• 2019

The purpose of this study is to study the relationship between quality of education service in scuba diving and customer satisfaction and willingness to buy again. Scuba of scuba diving in Seoul was selected as a population and a total of 200 questionnaires were distributed using the "conven-ence sampling" among the non-probability sampling methods. A total of 154 data were used as valid samples, except for 46 questionnaires that were found to have been unfaithfully answered. The data processing method was used by the SPSS18.0 program to perform frequency analysis, exploratory factor analysis, correlation, and multiple regression analysis. The results of this study are as follows. First, after analyzing the relationship between the quality of education service and customer satisfaction, the facilities among the quality of education services (β=).349), Program (β=.340) has been shown to affect satisfaction. In addition, if we look at customer satisfaction of the quality of education services, we find that the quality of education has an explanatory power of about 47% of the total quantity of the quality of education services. Second, after analyzing the relationship between the quality of education services and the repurchase, the cost of the quality of education services (β =).215), a program (β=.442) was found to affect repurchase. Also, if we look at the ability to explain the repeat purchase of the quality of education services, it is found that it has an explanatory power of about 53% of the total quantity of the quality of education services. Third, after analyzing the relationship between customer satisfaction and repurchase (β=).555) was found to affect repurchase. In addition, if we look at the explanatory power of resurchasing satisfaction, we find that it has an explanatory power of about 55% of the total quantity.

• Journal of information and communication convergence engineering
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• v.12 no.4
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• pp.257-262
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• 2014

Meta-analysis is a statistical integration method that delivers an opportunity to overview the entire result by integrating and analyzing many quantitative research results. This study will find meaningful mediator variables for criterion variables that affect purchase and repurchase intentions in e-commerce, on the basis of the results of a meta-analysis. We reviewed a total of 114 e-commerce studies published in Korean journals between 2000 and 2014, where a cause and effect relationship is established between variables that are specified in the conceptual model of this study. In this meta-analysis, the path between trust and purchase intention showed the biggest effect size. The second biggest effect size was found in the path between commitment and purchase intention, while the smallest one was obtained with perceived. Thus, we present the theoretical and practical implications of these results and discuss the differences among these results through a comparative analysis with previous studies.