• The Journal of Asian Finance, Economics and Business
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• 제8권3호
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• pp.1315-1325
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• 2021

This study aimed to design a strategy in encouraging the loyalty level of priority customers of Sharia banks in Indonesia. The strategy was outlined in a series of alternative applicative programs priority. The use of ANP intended to simplify the existing problems so that the offered solution was easier to apply. Each item was scored on a 5-point Likert scale. The expected outcome was to give priority scales to the offered solutions. The findings of this study are service quality, brand image, bank image which could build customer loyalty in Sharia banks. Priority customer gathering could strengthen the bonds between customers and also between customers and their banks. The excellence of Sharia banks in terms of service quality, brand image, and bank image, when combined with priority customer gathering activities, would become a powerful formula in increasing priority customer loyalty to banks that lead to increased revenue from banks. Originality of this research was the formulation process of a new approach in search of ways to increase the customer loyalty, as well as giving concrete proposals for the banking world in designing customer loyalty improvement programs. This paper shows the updated strategy in Customer Loyalty, Bank image, Brand image, Banking service quality.

• 간호행정학회지
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• 제15권3호
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• pp.455-462
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• 2009

Purpose: The purpose of this study was to investigate the influencing factors of customer loyalty among guardians of residents in nursing homes. Methods: The sample of this study consisted of 229 guardians of residents in nursing homes. Data were collected with self-administrated questionnaires and analyzed hierarchical multiple regression. Results: All variables were positively correlated with customer loyalty except the length of stay. It was found that residents' length of stay, customer satisfaction and service value had significant influence on customer loyalty. The explained variance for customer loyalty was 71.3%. The service value had the greatest influence on customer loyalty. Conclusions: These findings provide strong empirical evidence for customer satisfaction and service value in explaining customer loyalty of guardian of residents in nursing homes.

• 한국의류산업학회지
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• 제11권4호
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• pp.549-555
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• 2009

The purpose of this study was to investigate the effects of service quality on consumer satisfaction and loyalty according to clothing involvement at internet shopping mall. Data were obtained from 400 college students living in Busan. Data were analyzed by factor analysis, reliability analysis, cluster analysis, t-test and regression analysis using SPSS WIN 14.0. The results indicate that companies of shopping mall striving for consumer loyalty should focus primarily on satisfaction and service quality perceived by consumer at Internet. The effects of clothing involvement on the association of consumer loyalty, satisfaction and perceived service quality are significant. This finding provides the information being efficient to develop marketing implications related to internet shopping mall.

• Journal of Information Technology Applications and Management
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• 제22권2호
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• pp.123-148
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• 2015

Today the mobile devices including smart phones have influenced on the users' daily activities in the mobile internet society, and the expansion of social media has also affected on the purchasing behavior of consumers. This study examines whether the quality of corporate twitter, a typical social network service for call centers influences on the customer satisfaction, and brand loyalty. In order to achieve the research goal, the quality of twitter has been divided into four variables; information quality, service quality, system quality, and social quality. The results of our empirical analysis show that the three variables except service quality have significantly influenced on the customer satisfaction and the customer satisfaction also significantly has a casual effect on the brand loyalty. The empirical results are expected as a guideline to contribute on the practical improvement of customer service, satisfaction, and brand loyalty through corporate social network services such as corporate twitters in the future.

• 통상정보연구
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• 제10권2호
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• pp.433-453
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• 2008

Customer satisfaction and loyalty are becoming an increasing salient topic in many firms and in academic research. This study places significance in establishing corporate marketing strategy via analyzing and understanding purchasing by Korean and Chinese customer, especially those for service store, who serve as the core in marketing activities. To objectives of this study are to investigate which antecedent variables have significant effects on consumer perceived satisfaction or loyalty and to examine whether these factors have differences between Korean and Chinese customer. To test the hypotheses, such antecedent variables as the product quality, service quality, store reputation, store image. All variables are significant factors in both Korean and Chinese customer. Under the current increasingly rapid competitive market, product/service quality, store reputation/image can provide customer satisfaction and loyalty, can generate continual customer expansion of current customer through the reuse intention and can contribute to the expansion of new customers.

• 산업경영시스템학회지
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• 제36권3호
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• pp.79-86
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• 2013

Recently, the number of smartphone users has skyrocketed because of a plenty of useful services that smartphone applications provide. In the Information Systems (IS) literature, however, there has been little understanding about the effects of the service quality of smatphone applications on user satisfaction and loyalty. Thereby, this study examined 1) the effects of the service quality of smartphone applications on users beliefs, perceived usefulness and easiness and 2) the effects of the user beliefs as mediating variables on users' attitude, satisfaction, and loyalty. A survey was conducted and SEM was employed to analyze the data. The results showed that the service quality of smartphone applications affect users' attitude, satisfaction, and loyalty through the mediating variables.

• 한국산학기술학회논문지
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• 제12권2호
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• pp.728-735
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• 2011

최근 국내 초고속 인터넷 서비스가 대부분의 가정에서 이용하는 보편적인 서비스로 자리를 잡게 됨에 따라 사업자들 간의 가입자 유치 경쟁도 점점 더 치열해지고 있다. 사업자들 간의 출혈경쟁을 줄이고 수익성을 높이기 위해서는 기존 고객의 충성도를 높이는 방어적인 마케팅 전략이 효과적이다. 따라서 본 연구에서는 설문 조사를 통해 초고속 인터넷 서비스의 충성도에 영향을 미치는 요인들을 도출하였다. 분석결과, 서비스 자체의 품질 및 애프터 서비스에 대한 만족 정도가 서비스의 충성도에 긍정적인 영향을 미치는 것으로 나타났다. 이러한 결과는 실무자들에게 고객 전략에 대한 시사점을 제공할 것으로 기대한다.

• 서비스연구
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• 제8권4호
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• pp.31-51
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• 2018

본 기술의 발전과 인터넷 환경의 변화로 인터넷 기반의 동영상 제공 서비스인 OTT(Over-the-top) 서비스 시장이 빠르게 성장하고 이용자의 데이터를 바탕으로 맞춤형 정보 및 콘텐츠를 제공하는 개인화추천서비스에 대한 고객의 요가 커졌다. 본 연구는 OTT 서비스의 개인화추천서비스가 관계강화와 고객충성도에 미치는 영향을 분석하며, 나아가 콘텐츠 유형에 따라 개인화추천서비스가 가지는 의미의 차이를 확인하여 개인화추천서비스의 제공 방안을 제시하는 것을 목적으로 한다. 연구결과에 따르면 OTT 서비스의 개인화추천서비스는 관계강화를 매개로 고객충성도에 유의한 영향을 미치며, 고객이 주로 이용하는 콘텐츠의 형태 및 내용에 따라 개인화추천서비스가 관계강화와 고객충성도에 미치는 영향에 차이가 있다. 본 연구를 통해 개인화추천서비스는 고객과의 관계 형성 및 몰입을 유도하여 관계를 강화하는 도구로 활용될 수 있고 이는 고객충성도를 향상하며, 고객과의 소통이 활발한 콘텐츠일수록 개인화추천서비스의 제공이 충성도 향상에 크게 기여함을 알 수 있다.

• 마케팅과학연구
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• 제15권1호
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• pp.1-20
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• 2005

본 연구는 인스턴트 메신저 서비스 품질을 측정하여 현재 서비스의 품질이 이용자의 만족도에 미치는 영향과 만족도가 충성도에 미치는 영향을 분석하고자 한다. 이와 동시에 최근에 충성도에 영향을 주는 변수로 주목받고 있는 전환비용이 고객 만족도와 고객 충성도에 있어 어떠한 역할을 수행하는지를 살펴 볼 것이다 이러한 목적을 달성하기 위하여 설문조사기법을 이용하고 수집된 자료를 바탕으로 가설검증을 실시하였다. 가설은 구조방정식과 중재희귀모형을 이용하였다. 연구결과는 서비스 품질 중에서 유형성과 반응성이 고객만족도에 영향을 미치는 것으로 나타났고 고객만족도는 충성도에 영향을 미치는 것으로 나타났다. 그리고 전환비용은 고객만족도와 고객충성도에 중재효과를 미치는 것으로 나타났다.

• The Journal of Asian Finance, Economics and Business
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• 제8권1호
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• pp.961-970
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• 2021

This study aims to examine the impact of service recovery in building customer loyalty through the mediating role of customer satisfaction and corporate image. This study also aims to examine the reciprocal relationship between customer satisfaction and corporate image in building customer loyalty. This study uses data from 126 consumers who have received recovery for a service failure in five logistics companies which operates in Southeast Sulawesi in Indonesia, namely; JNEs; J&T Express; Pandu Logistics; MEC; and TiKi. Data was collected using a questionnaire which was then distributed to all respondents via google form. The distribution of respondents at each logistics company provider was as follows: 19 respondents were customers of JNEs; 17 respondents were customers of J&T Express; 32 respondents were customers of Pandu Logistics; 21 respondents were customers of MEC; and 37 respondents were customers of TiKi's. The structural model developed in this study was tested using Partial Least Squared (PLS) method. The research found that service recovery has a direct effect on customer satisfaction and corporate image as positive and significant. Customer satisfaction and corporate image have a reciprocal relationship which then roles in building customer loyalty. Service recovery has an indirect effect on customer loyalty through the mediating role of customer satisfaction and corporate image.