• The Journal of Asian Finance, Economics and Business
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• 제6권3호
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• pp.235-245
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• 2019

This research focuses on the relationships among customer satisfaction, delight, and loyalty. Although customer delight is one facet of an affective evaluation that can be predicted from customer satisfaction as cognitive component of the evaluation, there is no empirical examination on the casual relationship among customer satisfaction, delight, and loyalty. This study aims at addressing this gap in the service literature. The research questions are (1) How is customer satisfaction related to customer delight? and (2) Does customer delight matter in the relationship between customer satisfaction and loyalty? Data from a survey of consumers across upscale restaurant and retail bank in Korea were obtained. Our results show that customer satisfaction contributes positively to customer delight, and that customer delight plays a significant role in the relationship between customer satisfaction and loyalty. This chained relationship from customer satisfaction to customer delight to customer loyalty suggests that achieving customer delight represents one of the underlying pathways through which basic or core requirements expected by customers are satisfied. Our finding suggests that service firms need to monitor and manage their levels of customer delight as a performance metric, and delighting customers may be an important strategy to build competitive advantage through customer loyalty.

• 정보관리학회지
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• 제19권3호
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• pp.49-68
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• 2002

본 연구는 국내 건강정보 사이트의 평가 모형을 제시하고 이를 통해 소비자 만족에 영향을 미치는 요인들을 분석하였다. 이를 위해 건강정보 사이트 방문자들을 대상으로 한 설문조사 결과를 공변량구조모형을 이용해 분석하였다. 연구 결과 사이트 평가 요인은 컨텐츠, 웹시스템 그리고 고객서비스의 3개 요인으로 나누어졌으며, 이들 요인 중에서도 정보내용과 관련된 컨텐츠 요인이 고객 만족도와 통계적으로 가장 유의한 정의 관계를 보여주고 있음을 알 수 있었다. 또한 평가요인이 소비자 만족도와 이용료 수준의 적정성에 영향을 미치고, 이러한 고객반족이 타인추천에 영향을 미치는 것으로 나타났다.

• 한국주거학회논문집
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• 제15권6호
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• pp.27-35
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• 2004

The purpose of this study was to survey the residential satisfaction of the residents who lives in Bundang in order to offer the information helpful to housing designers and housing policy makers. Documentary research and questionnaire survey methods were used in this research. The sample was taken from 320 the residents living in Bundang. Data were analyzed with the SPSS PC+window version. The results were as follows: 1) residents were satisfied with rather their housing unit than residential environment, 2) there is significant difference the evaluation of residential satisfaction according to the age of husband and wife, the educational level of wife, 3) there is significant difference the evaluation of residential satisfaction according to living area, housing type, housing size. homeownership, living period

• 한국주거학회:학술대회논문집
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• 한국주거학회 2003년도 정기총회 및 추계학술대회
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• pp.103-107
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• 2003

The purpose of this study was to survey the residential satisfaction of the residents who lives in Bundang in order to offer the information helpful to housing designers and housing policy makers. Documentary research and questionnaire survey methods were used in this research. The sample was taken from 320 the residents living in Seoul. Data were analyzed with the SPSS PC+ window version. The results were as follows: 1) residents were satisfied with rather their housing unit than residential environment, 2) there is significant difference the evaluation of residential satisfaction according to the age of husband and wife, the educational level of wife, 3) there is significant difference the evaluation of residential satisfaction according to living area, housing type, housing size, homeownership, living period

• 경영과학
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• 제31권3호
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• pp.41-59
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• 2014

The marketing literature suggests that personal relationships between customers and service providers influence consumers' evaluation of goods and services. In this paper, we investigate the effects of service providers' conversation types (non-physical communication) on customers' evaluation and satisfaction in conversation with service providers. The empirical results show that the non-physical communication affect consumers' satisfaction in communication with service providers. This implies that the non-physical communication could be considered as a strategic tool when corporations need to differentiate their services from competitors to gain an advantage in competition.

• 대한인간공학회지
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• 제19권3호
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• pp.77-92
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• 2000

This study is about the satisfaction and the usage of users' manual for mobile phones with multi-functions. The users' manual is redesigned by including ergonomic factors verified through survey. This paper is to propose a redesigned users' manual which is more readable and understandable than original users' manuals. The degree of improvement is measured by the usability evaluation. There are significant differences(p<0.05) in the number of functional description original users' manuals. And the degree of users' satisfaction with the description of Crystal Display) are significant diffenences among the original users' manuals. In the as of description, the significant differences are partially found. The users' manual is re arranging the explanations of functions compactly in a table form, and reducing the cl has also $3cm^*2cm$ LCD figures to facilitate the understanding. The usability evaluation users' satisfaction and understanding for the redesigned users' manual are higher than original users' manuals.

• 국제학술발표논문집
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• The 1th International Conference on Construction Engineering and Project Management
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• pp.1070-1075
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• 2005

The evaluation items to assess the consumer needs are thought to be varied depending on their age, education and income. It should be noted that consumer needs are getting too diversified to notice them in time due to the rapid economic, social and cultural development. It is, therefore, considered improper to try to assess the level of consumer satisfaction and correct consumer needs by employing one evaluation method for the vastly diversified consumer types. This research is going to conduct a written questionnaire survey to the apartment dwellers in order to identify like dweller groups according to their age, income and education. Then the scope of personal characteristics of each group will be identified and the importance assessment model will be developed. Then the items on the POE will be weighted according to the assessed importance. Finally a method of developing the customer satisfaction index will be produced to quantify how much the consumers are satisfied with the project.

• 한국생활과학회지
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• 제19권3호
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• pp.523-536
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• 2010

This study analyzed the effects of demographic factors and sensory experiences of customers on customer satisfaction, using data from 302 customers in the Pusan, Ulsan, and Kyungnam areas who have visited family restaurants within 3 month period prior to the study. This study defined the sub-factors of sensory experience as vision, sound, smell, taste, and touch, and defined the sub-factors of customer satisfaction as main services, supplementary facilities, services related to sales promotion, served food, and the location of a restaurant. The study revealed that each evaluation score of the sub-factors of sensory experience and each evaluation score of the sub-factors of customer satisfaction was a little higher than the middle score. Respondents evaluated taste as the highest score among the sub-factors of sensory experience and evaluated main services as the highest score among the sub-factors of customer satisfaction. In terms of the effects of the sub-factors of sensory experiences and demographic factors on overall customer satisfaction, more positive taste experience, vision experience, and sound experience led to higher overall customer satisfaction and the married group in terms of marital state gave higher evaluation scores on overall customer satisfaction than the counterpart. In terms of the effects of the sub-factors of sensory experiences and demographic factors on individual customer satisfaction, consumers' sensory experiences were shown to exert far greater influences than the demographic variables.

• 한국농촌건축학회논문집
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• 제14권3호
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• pp.85-92
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• 2012

This study aims to evaluate the residential exterior environment and ascertain the factors having an effect on the visual environment viewed through the living room window. This study is based on a questionnaire on the exterior environment targeting residents living in the area of Nohyunng in Jeju city, Jeju-do. The results are as follows. First, residents are satisfied with the exterior environment as a whole; however, the longer-term residents' level of satisfaction is found to be relatively low while dissatisfaction is high. Additionally, there is a difference in satisfaction and dissatisfaction levels between the residents in their own housing and those in rental housing. The residents living in rental housing were found to have a relatively low level of satisfaction and high dissatisfaction. Second, in the case where the living room window faces roads, low satisfaction and high dissatisfaction levels with the visual environment were found, where the living room is on the first or second floor. Third, satisfaction and dissatisfaction with the exterior environment have a close correlation to the impression or nature elements of 26 questions but they show low correlation in size, height, color, design, traffic, artifact elements. Finally, as a result of extracting the factors influencing satisfaction and dissatisfaction with the visual environment, four factors were extracted including "Impression & Nature factor", "Building factor", "Design factor", and "Traffic volume & Artifacts factor". "Impression & Nature factors" is the most influencing factor with satisfaction and dissatisfaction and "Traffic volume & Artifacts factor" was found to have an effect on satisfaction, but not as clearly on dissatisfaction.

• 한국주거학회논문집
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• 제15권1호
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• pp.121-128
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• 2004

The purpose of this study is to investigate the correlation between the affective responses and residents' satisfaction in apartment housing estates. This study was conducted to empirically identify the effect of physical contents of apartment buildings on the affective response and satisfaction of residents. The area for evaluation was limited to four apartment buildings in Daegu, and the subjects for evaluation were also limited to a group of residents living at the four apartment buildings. The correlation between the satisfaction with the physical elements of each apartment and the affective factors was analyzed. The analysis showed that there was mostly a statistically significant negative correlation. This result also suggests that the satisfaction with the physical elements may vary depending on the affective attitude. SPSSWIN, a statistical program was used for analysis.