• Proceedings of the Korean Operations and Management Science Society Conference
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• 2003.11a
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• pp.67-70
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• 2003

This paper analyzes the causal relationship between customer satisfaction and customer loyalty in Korean High-speed Internet market, where has achieved a rapid development in these days. According to the previous literatures, profitability results from customer loyalty influenced by customer satisfaction. So, we firstly define and analyze their relationships with the survey data from 737 subscribers, by using Factor Analysis and SEM(Structural Equation Model). Secondly, we find and select major cause variables to affect customer loyalty. Finally, we suggest some useful implications to marketers on the basis of the analysis results. As a result, customer loyalty depends on the degree of customer satisfaction on network quality and service quality in high-speed Internet service. Particularly the satisfaction level on network quality affects customer loyalty relatively stronger than one on service quality. Thus it is suggested that marketers invest in improving network quality rather than service quality to enhance customer loyalty.

• Journal of Information Technology Services
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• v.12 no.3
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• pp.95-109
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• 2013

This paper discussed about creativity and knowledge management variables as for effect factors on the management performance of IT service firms. Specially the mediation effects of knowledge management variables between the creativity and management performance were examined. To prove empirically the related hypothesis, the statistical analysis were based on the response from the 160 Korean IT Service firms. As an analysis results, it was found that the creativity of organizations was not the direct effector on the management performance. But the virtue of knowledge which are accumulated from knowledge management activity and shared in organizations was the direct effector. Also, the knowledge management activity is mediator on the in the relationship between the creativity and management performance. So this paper suggests that knowledge management activity and knowledge's virtue in the related the creativity in organizations are the important mediate factors for enhancement of IT service firm's performance.

• Asia-Pacific Journal of Business
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• v.3 no.2
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• pp.16-22
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• 2012

Korean mobile telecommunications market is shifting from 2G to 3G service. Considering the revenue of voice-based communication has reached its maximum, 3G services can provide telecommunication companies with the opportunity to increase their revenues. As the competition in the market is becoming fierce, mobile carriers are trying to increase their profits by preventing their customers from switching to rivals. In this regard, managing customer can be a key success factor of the mobile telecommunications business by retaining existing customer. In this research, we tried to develop and test a model that aids further understanding of the determinants of continuance intention to use the current 3G service. We conducted empirical study through the analysis of 3G service users' data in Korea. The results indicated that continuance intention to use the current 3G is dependent on the customer's satisfaction with the service quality, handset, and brand image. We hope that analysis results will have significant implications in terms of both practical and theoretical aspects.

• Korean journal of food and cookery science
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• v.23 no.5
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• pp.677-684
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• 2007

This study analyzed the influence service quality has on customers satisfaction and revisits to foodservice enterprises located in the Jeonju area. The result are as followings. First, factor analysis was performed with 25 variables, drawing out five accessibility, materiality, assurance, speciality, and correspondence. Second, study model analysis showed that the service quality of foodservice operations located in the Jeonju area had an influence on customers satisfaction. This was especially significant for the factors of accessibility and materiality. Third, when considering customer satisfaction with restaurants, satisfaction with the area's image, and satisfaction with the area's sightseeing, we found that satisfaction with the restaurants and satisfaction with the area's image influenced revisits. This suggests that the higher a customer's satisfaction the more foodservice businesses they want to visit. Thus the foodservice businesses located in the Jeonju area must promote service quality so that customers are satisfied and repeatedly visit the restaurants.

• Journal of the Korean Society of Clothing and Textiles
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• v.31 no.5 s.164
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• pp.826-835
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• 2007

The purpose of this study was to identify factors evaluating beauty service and to find determinants of consumer satisfaction and intention to revisit a beauty shop for Korean men aged from 20's to 40's. The study was done by survey method. Data of three hundred were collected by on-line survey. Descriptive analyses, factor analyses, Duncan tests, multiple regressions, and path analyses were applied to analyze data. The results were as follows: First, factor analysis produced five factors on men's beauty service quality. They were store environments and convenience, employee's skill, service efficiency, store management methods, and service fee. Second, men's service satisfaction on beauty shop and on beauty shop employee were significantly affected by all the beauty service factors. Third, men's intention to revisit beauty shop and to revisit beauty shop employee were positively and significantly affected by all the beauty service factors and satisfaction on beauty shop employee. In conclusion, men's satisfaction and, in turn, intention to revisit beauty service were affected mainly by evaluation on beauty service. To increase customer satisfaction followed by store loyalty, comfortable shop atmosphere and outstanding styling quality service are likely to be most important. Beauty service quality could be perceived in comparing with service fee. Thus, diverse ways of price related promotion would be required to improve beauty service satisfaction.

• Journal of the Korean Society of Clothing and Textiles
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• v.29 no.5 s.142
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• pp.607-616
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• 2005

The purpose of this study was to investigate service quality of department stores located in Daegu and to examine the effects of service quality on customer satisfaction and store patronage. Data(N=285) were analyzed, using factor analysis, 1-test, ANOVA and regression analysis. The results suggest that service quality was divided into 3 dimensions (reliability, tangibles, empathy) and that service quality enhanced customer satisfaction and store patronage. Specifically, tangibles had a positive effect on customer satisfaction, and reliability had a positive effect on store patronage. Also, personal characteristics were related to service quality, customer satisfaction and store patronage. For instance, male customers evaluated tangibles of service quality more positively than female customers. The married evaluated service quality, customer satisfaction and store patronage more positively than the single. While people aged above 36 yews evaluated reliability and empathy of service quality more positively than people aged below 35 years, people in their 20s evaluated tangibles more positively than people in their 30s. People in a higher income bracket (i. e., \301,000,000- \400,000,000) evaluated reliability and empathy of service quality and store patronage most positively, while people in a lower bracket (i. e., below \200,000,000) evaluated most negatively.

• Culinary science and hospitality research
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• v.20 no.2
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• pp.199-213
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• 2014

Japanese restaurant owners seek to secure their competitive advantage by implementing a unique competition strategy that may overcome hostile environment. Brand power, aggressive expansion and the partnership strategy with other businesses may be suggested. The present study is to find out the competitive advantages of Japanese restaurants, to compare the importance and satisfaction by different customer factors of choices and then, to identify what kinds of factors affect customer satisfaction. Total 205 copies of questionnaire, out of 230 distributed, were used for analyses. Cronbarch's alpha coefficient of all 20 items was 0.911. In terms of importance, Cronbarch's alpha coefficients were 0.887(food), 0.796(menu), 0.851(employee), 0.815(service), and 0.730(physical environment). For satisfaction, the coefficients were 0.876(food), 0.860(menu), 0.880(employee), 0.851(service), 0.730(physical environment). In addition, the exploratory factor analysis showed an acceptable factor loading, supporting 20 items' validity. The result showed that customers' perceptions of the importance of Japanese restaurant service quality was higher than their level of satisfaction in general. In particular, IPA analysis revealed that food and service factors were well operated as located in the first quadrant. However, service factor located in the second quadrant was perceived to be important yet perceived as being satisfied poorly. So this study suggests that Japanese restaurant owners should concentrate on the attributes included in this quadrant to improve the quality of foodservice. Lastly, menu and physical environment factors were located in the third quadrant showing low level of importance and satisfaction. On the basic of the IPA analysis, Japanese restaurant owners should identify their strengths and weaknesses and draw up a plan to improve service quality and to maximize their profits.

• Journal of Korean Society for Quality Management
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• v.27 no.4
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• pp.167-190
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• 1999

The purpose of this study is to develop the hotel service quality measurement attributes and dimensions which have higher validity and reliability than before. The procedures of this study is as follows: First, the attributes and dimensions are developed through the rigorous analysis of literature review. Second, the attributes and dimensions which have been developed are refined after the pilot survey. Third, the final survey used for criterion-related validity test, reliability test and factor analysis. Eventually, twenty seven attributes and six dimensions are extracted and discussed.

• Transactions of the Korean Society for Noise and Vibration Engineering
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• v.16 no.11 s.116
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• pp.1132-1139
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• 2006

Non-contact underwater explosions against surface ship could cause extensive equipment damage during wartime service. Thus, the need to develop methods for the design of shock resistant equipment structures and systems was strongly established. In analytical methods, DDAM(Dynamic Design and Analysis Method) and transient repsonse method are used for ship shock design. In this paper, to analyze the characteristics of DDAM, medium weight shock test, DDAM and transient response analysis for missile system equipment are performed.

• 한국디지털정책학회:학술대회논문집
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• 2005.11a
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• pp.447-463
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• 2005

The purposes of this study is to investigate the factor structure of web-site characteristics and antecedents factors affected to trust, satisfaction and behavioral intention of web-site. Refined data were consisted of 4 internet shopping mall survey and estimated the perception to visiting web site. Statistical methods are adapted Frequency, Factor Analysis and CFA(Confirmatory Factor Analysis) of LISREL. 8 program. Research findings are as follows. The factors of web characteristics indicated to product information/buying procedure clarification, stability and function of system, usability of web site, security and protection of individual information, design, clarification of enterpriser information, various payment methods and customer service. In regression analysis, dependent variables were trust, satisfaction and behavioral intention. reputation of site were significantly effected variables. External variables consisted of the 4 characteristics of web-site and reputation and trust, satisfaction and behavioral intention were internal factor.