• Journal of Preventive Medicine and Public Health
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• 제35권3호
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• pp.236-244
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• 2002

Objective : To empirically investigate the relationship of internal and external customer satisfactions, service quality, and customer loyalty in medical services. Methods : This essay proposes an integrated model to explain the causality of internal and external customer satisfactions, service quality, and customer loyalty. To this end, a structural model was developed, consisting of the following factors: internal and external customer satisfactions, service quality, and customer loyalty. The study included 214 sets of data, with 107 sets being collected for both out-patients and in-patients. The data were analyzed using AMOS 4.0. Results : We found the greater the internal customer satisfaction, the greater the out-patient quality of service quality. Secondly, the greater the service quality, the greater the external customer satisfaction of both in- and out-patients. The service quality of doctors, compared to that of the nurses, had a greater effect on external customer satisfaction. Thirdly, the service quality of doctors and nurses affected both internal and external customer satisfactions, which ultimately affected the customer loyalty. Finally the greater the external customer satisfaction, the greater the customer loyalty. Conclusion : This Study confirms the positive relationship among the internal and external customer satisfactions, service quality, and customer loyalty, which proves the doctors quality of service is the primary factor for external satisfaction, and customer loyalty relating to medical services.

• 한국IT서비스학회지
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• 제18권4호
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• pp.115-134
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• 2019

The global music industry has been growing steadily every year. In particular, the proportion of music streaming services in the overall market are expanding. It shows same pattern in domestic market. Also, several companies are providing music streaming services competitively. It is clear that there is growing interest in effective operations of music streaming services. In this study, we examine the impact of customization and network effect on service quality and customer loyalty. We collect survey data and analyze relationships between latent variables using structural equations modeling. We find that customization and network effect of music streaming services positively affect service quality. However, the effect of customization on customer loyalty is not significant and there is a negative effect of network effect on customer loyalty. Finally, we find that service quality works as a mediator between customization and customer loyalty, and service quality also works as a mediator between network effect and customer loyalty.

• 대한지역사회영양학회지
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• 제5권2호
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• pp.236-242
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• 2000

Due to the diversification of the food industry and its heightened competition, the marketing strategy to be required the most would be to improve competitiveness by enhancing customer loyalty as a resulting variable of customer satisfaction. Thus, this study, taking a food service provider as a subject, is to find factors and the scope of the perceived quality ; and to analyze how far the perceived service quality factor as such could explain customer′s overall satisfaction and customer loyalty ; finally to provide basic data for establishing a customer satisfaction marketing strategy as related to customer loyalty. The results of the study are as below. 1) 25 factors of service quality perceived by a food service provider have been categorized into 8 independent dimensions through factor analysis. Each of them are named ′Employee attitude′, ′Cleanliness′, ′Reputation′, ′Reliability′, ′Food′, ′Price′, ′Convenience′, ′Variety′, all of which explain 64.3% of the service again quality perception level. 2) After classifying customers into 3 groups according to two criteria -"will buy the service again" and "will suggest it to others" and making a pair of service providers with each customer, each customer loyalty group compared the service quality perception factor of the food service provider. The result was that the group having both the " will buy the service again" and "will suggest to others" criteria, that is, with higher loyalty, tend to have higher points than other group s in the dimension of ′Employee attitude′ and ′ Cleanliness′(p〈0.05), which means these two dimensions are closely related to customer loyalty. 3) From a regression analysis for the service quality perception level of the food service provider and overall satisfaction, it has been found that : the regression models are different for each group, that ′Employee attitude′ seems to be related more closely to the group with higher loyalty(p〈0.05); that the ′Price′dimension is found to be a meaningful factor to the group categorized not having "will buy the service again" and "will suggest to others" criteria(p〈0.05).

• 통상정보연구
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• 제17권3호
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• pp.323-358
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• 2015

본 연구는 관계마케팅의 촉진수단으로써 사용되는 로열티 프로그램의 역할을 중심으로 로열티 프로그램을 통해 서비스 충성도에 미치는 영향관계를 확인하고자 하였다. 실증분석 결과, 로열티 프로그램의 지각된 가치인 경제적 유용성과 심리적 유용성이 높을수록 로열티 프로그램 만족도가 높아진다는 사실이 확인되었다. 또한 로열티 프로그램 만족도가 높을수록 로열티 프로그램 신뢰도가 높아지며 로열티 프로그램 신뢰도가 높을수록 로열티 프로그램 몰입도가 높아지는 긍정적인 영향관계를 확인하였다. 그리고 로열티 프로그램에 대한 고객만족, 고객신뢰, 고객몰입 등 각각의 요소들이 서비스 충성도에 긍정적인 영향을 미치는 사실을 확인하였다. 또한 로열티 프로그램 만족도는 로열티 프로그램 신뢰도와 몰입도를 매개로 하여 서비스 충성도에 간접적으로 영향을 주었다.

• 한국의류학회지
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• 제35권7호
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• pp.841-855
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• 2011

This study examines the structured model of building fashion customer loyalty by service recovery and scrutinizes the effect of explanations on perceived justice and the proposed model. The data of a total of 300 women were collected through an online survey. Employing structural equation modeling, this study demonstrated that both distributive and interactional justice had a positive impact on customers' satisfaction with service encounter that subsequently led to overall satisfaction with the brand. Overall satisfaction influenced the attitudinal loyalty of customers that induced their behavioral loyalty. To examine the effect of explanations on perceived justice and the process of building fashion customer loyalty by service recovery, t-test and multi-group SEM were employed. The result displayed that the group who received explanations after service failure perceived higher level of justice than the one who did not. There was a significant difference between two groups on the direct path from interactional justice to overall satisfaction with the brand. This study clarifies how perceived justice influences fashion customer loyalty mediating by satisfaction in and confirms the critical role of explanations in service recovery context. By implying the understanding of the important role of explanations in service recovery context, this study provides fashion marketers with insight for delivering more successful service recovery strategies that enhance customer loyalty.

• 대한지역사회영양학회지
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• 제5권2호
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• pp.225-235
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• 2000

Service quality has become an important factor to meet customer satisfaction in the food service industry where competition is getting severe. Organizations are focused upon strengthening customer loyalty through customer satisfaction. Therefore, this study, taking customers as subjects, is intended to analyze factors affecting customer loyalty, on the basis of service quality satisfaction. In doing. so, the analysis has been done with 232 customers who are purchasing service from the food services industry, for general information, and service quality expectation, service quality satisfaction and overall satisfaction. The results of the study are as below. 1) From a factor analysis, the service quality expectation level of customer has been categorized into 4 factors, which are named General ′General management ′, ′Food′, ′Reliability′and ′Reputation′. 2) From the factor analysis, the service quality satisfaction level of customer has been categorized into 6 factors, which are named ′Employee attitude′, ′Food′, ′Reliability′, ′Atmosphere′, ′Reputation′ and ′Price′. 3) After classifying customers into 3 groups according to two criteria-"will buy the service again" and "will suggest to others", a comparison has been done for the service quality expectation dimension of customers by each customer group. The result shows that the group having both the "will buy the service again" and "will buy the service again "and "will suggest to others" criteria, that is, with higher customer loyalty, tend to have higher point than other group in factors of ′Food′, ′Reliability′, ′Reputation′(p〈.05). 4) As per the dimension of customer\`s service quality satisfaction level, factors like ′Employee attitude′, ′Food′, ′Reliability′, ′Atmosphere′, ′Reputation′, and ′Price′have shown differences according to each loyalty group(P〈.001). 5) Customers′overall satisfaction level according to each customer loyalty group has been found to be more important for the group having a higher loyalty level(p〈.001) 6) From the discriminant analysis with employing judging variables, such as the customer′s service quality expectation level, service quality satisfaction level and general satisfaction level, customer loyalty groups have been identified as accurately as 68.9% of the explanatory power.

• The Journal of Asian Finance, Economics and Business
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• 제8권10호
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• pp.177-185
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• 2021

The purpose of this paper is to examine whether service quality, student satisfaction, and university image mediate the relationship between university sustainability practices and student loyalty of the students in Ho Chi Minh City, Vietnam. To analyze the data, this study used a structural equation model to explore the relationships existing between constructs. A structured questionnaire comprising of 22 questions was used with 5 constructs. A total of 465 students from Ho Chi Minh City universities filled in the newly developed questionnaires using five points Likert scales. Consistent with the existing result, the study reveals a valuable insight on university sustainability practices toward student loyalty of the university. According to the findings, university sustainability practices have a positive direct impact on service quality, student satisfaction, university image, and student loyalty. And also service quality has a positive strong impact on student loyalty. Furthermore, service quality, student satisfaction, and university image play the mediating role in the relationship between university sustainability practices and student loyalty. Thus, the loyalty of students seems to reflect quite well from university sustainability practices, service quality, and university image. The findings indicate that universities should be more concerned about university sustainability practices, service quality, and university image in attracting student loyalty.

• 한국콘텐츠학회논문지
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• 제17권3호
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• pp.382-399
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• 2017

본 연구는 레저서비스 환경에서 서비스경험, 기업이미지, 서비스신뢰, 감정적몰입 및 서비스충성도 간 구조관계를 확인하고, 기업이미지와 서비스신뢰 및 감정적몰입의 인과적 역할을 설명하는데 목적이 있다. 이를 위해 SPSS 23.0 및 AMOS 20.0 통계패키지를 이용하여 구조방정식모형분석으로 연구가설을 검증하였다. 분석결과 첫째, 서비스경험은 기업이미지와 서비스신뢰에 영향을 주었지만 감정적몰입에는 영향이 없었다. 둘째, 기업이미지는 서비스신뢰와 서비스충성도에 영향을 주었지만 감정적몰입에는 영향이 없었다. 셋째, 서비스신뢰는 감정적몰입과 서비스충성도에 영향을 주었다. 마지막으로, 감정적몰입은 서비스 충성도에 영향을 주었다. 따라서 서비스제공자는 이용자가 인지적이고 감정적 측면에서 탁월한 서비스를 경험하게 하여 기업이미지를 높이고 서비스충성도를 구축해야 할 것이고, 또한 우수한 서비스경험으로 인해 이미 서비스신뢰가 높은 고객에게는 감정적으로 몰입하도록 동기부여 함으로써 서비스충성도를 높일 수 있는 마케팅전략을 계획하고 실행해야 할 것이다.

• 마케팅과학연구
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• 제20권3호
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• pp.269-277
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• 2010

现有文献表明, 影响服务业顾客忠诚的最重要因素是服务质量. 然而, 在服务质量是直接还是间接影响顾客忠诚方面, 学者们的观点有着明显的分歧. 目前, 中国国内专门针对移动通信行业服务质量与顾客忠诚之间关系的文章较少. 此外, 以往相关文献多是将顾客忠诚作为一个整体变量进行研究, 没有进一步将其细分为多个维度. 基于此, 本文拟通过实证研究来探析移动通信业服务质量各维度与顾客忠诚各维度之间的直接和间接影响机理, 其中选择顾客满意作为二者关系的中介变量, 希望研究结论能给国内移动通信企业的服务管理提供有效的理论指导. 为了使搜集到的数据有效, 本次调研范围仅限于黑龙江哈尔滨市, 调查对象为移动通信公司的用户. 本次调研采取随机抽样的方式, 共发放问卷350份, 收回问卷325份, 回收率为 92.9%. 剔除无效问卷, 有效问卷为289份, 即有效回收率为82.6%. 本文借鉴国内外现有文献所使用的量表, 这些量表已经在实证研究中得到验证. 本文提出六个假设, 总体而言, 只有四个假设没有得到支持. 为了验证服务质量构成要素量表的合理性, 本文对289份有效样本进行探索性因子分析. 同样, 对顾客忠诚的维度进行检验. 本研究采用Cronbach's ${\alpha}$系数来评价量表的信度. 本研究从内容效度, 结构效度和聚合效度三方面对问卷进行效度检验. 本研究对数据和模型的拟合优度进行检验, 以提高假设检验的准确程度. 通过文献资料的收集, 整理及数据处理, 本文提出了服务质量五维度模型以及服务质量与顾客忠诚度之间相互关系模型, 通过实证分析验证了有形性, 可靠性, 反应性, 保证性和关怀性是服务质量的五个构成要素, 验证了PZB对于服务质量的SERVQUAL的测量方法, 研究了移动通信服务质量各维度对顾客忠诚各维度的直接影响机理, 以及服务质量各维度如何通过顾客满意这一中介变量对顾客忠诚各维度的间接影响机理, 建立了相应的关系模型,并运用结构方程分析方法,对模型进行实证检验, 得出如下研究结论: 第一, 移动通信服务质量由有形性, 可靠性, 响应性, 保证性和移情性五个要素构成, 顾客忠诚由态度忠诚和行为忠诚两个维度构成. 在PZB设计的SERVQUAL量表基础上, 本文针对移动通信行业设计了服务质量测量量表, 通过探索性因子分析得出五个因子. 这五个因子与五构成要素基本一致, 说明服务质量五要素概念适用于移动通信行业. 同样, 对顾客忠诚量表进行因子分析, 得出两个因子, 与本文中的态度忠诚和行为忠诚相一致. 第二, 移动通信服务质量对顾客忠诚存在直接和间接的正向影响作用. 其中, 服务质量对态度忠诚有直接和间接的正向作用, 间接作用是通过顾客满意这一中介变量影响的; 服务质量对行为忠诚有直接和间接的正向作用, 间接作用是通过顾客满意和态度忠诚这两个中介变量影响的. 这说明移动通信服务质量越好, 顾客的满意度越高, 其对服务提供商的态度就越积极, 在行为上就越容易表现出对服务提供商的忠诚. 而且, 服务质量各维度对顾客忠诚各维度的影响机理是不同的, 比如: 有形性对顾客满意有直接的正向作用, 但对顾客忠诚却没有显著的直接作用; 保证性对顾客满意没有显著的直接作用, 但对顾客忠诚有直接和间接的正向作用. 第三, 顾客满意在移动通信服务质量与态度忠诚, 行为忠诚之间的具有显著的中介作用, 这说明服务质量的提高可以增加顾客的满意度, 而满意的顾客更容易成为忠诚的顾客; 而态度忠诚在移动通信服务质量与行为忠诚之间的具有显著的中介作用, 这说明顾客行为上表现出忠诚可能是虚假忠诚, 只有态度和行为都忠诚的顾客才是真正的忠诚顾客. 本文的研究结论对中国及其它国家的电信运营商如何提升服务质量有一定的借鉴意义. 本文存在两方面的局限性: 首先, 本研究仅在黑龙江哈尔滨地区进行问卷调研, 针对移动公司用户, 统计数据会存在一定的抽样误差, 影响最终的统计分析结果. 第二, 本研究主要探讨了服务质量对顾客忠诚的影响关系, 并引入了顾客满意作为中介变量, 但没有考虑其他可能影响顾客忠诚的因素, 例如顾客价值, 消费者特征等.

• 한국경영과학회지
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• 제41권1호
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• pp.71-85
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• 2016

Service channel environments have changed dramatically with the advent of new, online digital channels. This article studies the effects of perceived multi-channel service quality on customer satisfaction and loyalty in the banking industry and the moderating role of age, which is a characteristic of customers. The objective is to identify the quality factors that affect the overall satisfaction and loyalty of a multi-channel customer. A quantitative study was conducted on 900 customers, with the main targets being users of the nine primary Korean retail banks. Results show that perceived service quality of the physical environment, human service, Internet banking, mobile banking, and ATM has a positive influence on overall satisfaction and loyalty. Age moderates the relationship among physical environment quality, human service, and customer loyalty.