• The Journal of Industrial Distribution & Business
• /
• v.8 no.4
• /
• pp.37-46
• /
• 2017

Purpose - The purpose of this study is to investigate the factors that cause consumers to frequently visit large - Super Store and goods for large - scale retailers using Super Store. Research design, data, and methodology - The purpose of this study is to present the empirical analysis of 53 adult males and females living in the Mokpo area on the relationship between perceived level of satisfaction and loyalty of the large - scale marts. The results were analyzed. The statistical data of the questionnaire were verified by the SPSS. Results - In the empirical analysis of this study, four variables were found to be the main loyalty factors, which were found to affect the satisfaction of Super Store and the decision to return again. Therefore, in this study, the quality of goods, price, diversity, and image were analyzed as loyalty factors, and it was analyzed as factors influencing satisfaction. It was confirmed that loyalty factors were important. In particular, consumers' perception of behaviors such as local specialties and community service that can be distinctly differentiated from other distribution agencies was very low. Conclusions - It is necessary to construct a comprehensive systematic system to analyze the detailed factors influencing the satisfaction and loyalty of users of Mokpo ticket consumers and to systematically manage and evaluate them. In order to raise awareness of consumer loyalty factors, consumer satisfaction and loyalty survey should be regularly conducted. Consumers should look for ways to improve them and develop improvement plans. The various direct and indirect services provided by Super Store to consumers include price, quality, assortment, customer service, accessibility, and feelings for large marts. However, since the services provided by the Super Store are different from those of the consumers, the loyalty factors for the different factors can be different. Therefore, in order to differentiate them from traditional markets or other distribution centers, it It should be used as a weapon of competition. In this study, it is generally recognized that the services provided by Super Store are very simple and inexpensive, so that consumers are not aware of the difference of particular stores.

• Journal of Convergence for Information Technology
• /
• v.10 no.2
• /
• pp.146-153
• /
• 2020

This study is a fusion study combining service marketing in the field of Naturopathy and business administration to examine the impact of the quality of Naturopathy services on the loyalty of customers using it, and see if the service value and customer satisfaction are mediated between the two variables. Through these efforts, the government wanted to contribute to the basic provision of research on Naturopathy services and the development of related industries. For the purpose of the study, a range commonly used as Naturopathy was presented to those in their 20s to 50s nationwide, and a survey was conducted on the relevant experience. Data analysis uses the AMOS 24.0 program to identify the causal relationship between the variables and the statistical program SPSS 24.0. The study found that the quality of the Naturopathy service had a positive effect on the loyalty of the customers who used the service, and that the value of the service and customer satisfaction were mediated between the service quality and loyalty, and had a positive effect.

• Journal of Digital Convergence
• /
• v.14 no.9
• /
• pp.241-250
• /
• 2016

This research aimed to analyze that there are main causes influencing the quality of trade distribution service. It means that the study was conducted to prove how the quality on trade distribution service affects customer satisfaction and loyalty with managers or higher who are responsible for trade distribution service overall. In accordance with analysis results, main causes (Reliability, Responsiveness, Support System) have a good implication for the quality of trade distribution, and Tangible has little influence. Moreover, customer satisfaction with the quality on trade distribution service has a positive impact on loyalty. Subject to the results, quality components of trade distribution service was ultimately verified that it has a positive relationship with loyalty via customer satisfaction. On the basis of this research, it is confidently expected to help improve the quality on trade distribution service.

• Journal of Service Research and Studies
• /
• v.7 no.2
• /
• pp.17-41
• /
• 2017

The purpose of this research is to investigate the factors that impact customer satisfaction and loyalty in mobile payment services. Specifically, this research (1) studies the influence of company reputation on customer satisfaction and loyalty, (2) examines service quality dimensions that increase customer satisfaction, and (3) assesses switching barriers as moderators in influencing customer loyalty. Findings of this empirical research reconfirm the point of view that company reputation, service quality, and switching barriers are crucial for customer satisfaction in mobile payment services. The research methodologies that were used to verify the hypothesis in this study included customized surveys and structural equation modeling. The results demonstrated that company reputation significantly affects customer satisfaction and loyalty. Additionally, the results indicated that only two of the five total service qualities, ease of use and the security/privacy qualities, have positive influences on customer satisfaction. Customer satisfaction has also proven to be a significant influence on loyalty. Lastly, the results showed that among the factors of switching barriers, the factors of lost performance costs, sunk costs, setup costs, the attractiveness of alternatives, and service recovery have moderating effects on the relationships between customer satisfaction and loyalty. Base on the results, this research recommends that firms aim at devising integrated strategies that make switching barriers act as complements to customer satisfaction.

• Journal of Service Research and Studies
• /
• v.11 no.4
• /
• pp.56-66
• /
• 2021

Customer engagement refers to the physical and emotional connection between customers and brands. If the customer's degree of engagement is high, they purchase more, promote more, and show more loyalty. This study suggests the following implications, starting from the assumption that engagement with various service activities in universities can increase loyalty to departments and Universities. In university services, customer engagement plays a important role in strengthening college loyalty after college students are satisfied with university. Although it has an effect on university satisfaction, it can play a big role in increasing the loyalty of marketing goals at a higher level after satisfaction. Among the central factors of university service engagement, it was found that students could increase their department and university loyalty through capacity building and job-related activities for future employment, and among the surrounding factors, friendship activities were a very important factor in department or school loyalty. It can be said that it is of paramount importance to establish a system that can strengthen loyalty through various programs that can build friendships with students. Further research did not verify the moderating effect of service engagement among student groups, but the high-credit group was found to have a very high degree of engagement not only in the central cues but also in the peripheral cues, which is thought to reverse the common sense that high-credit students will be relatively less immersed in the peripheral elements.

• Journal of Venture Innovation
• /
• v.6 no.2
• /
• pp.67-82
• /
• 2023

The purpose of this study is to investigate the effect of Rapport Building Behavior on Customer Loyalty through Customer Attitude in the banking service environment targeting bank customers residing in Seoul and the metropolitan area. This study applied a significant sampling method, and the number of samples used in the final analysis was 201, and statistical analysis was performed on the input data using the SPSS 20.0 program. As a result of the analysis, first, it was found that the sub-factors of Rapport Building Behavior in the banking service environment, Attentive, Courtesy, and Information Sharing, had a significant positive (+) effect on customer loyalty, and Connecting was found that there was no positive (+) effect on customer loyalty. Second, Attentive, Courtesy, and Information Sharing, which are sub-factors of rapport building behavior, were shown to have a significant positive (+) effect on customer attitude, and Connecting was found that there was no positive (+) effect on customer attitude. Third, customer attitude was found to have a significant positive (+) effect on customer loyalty. Fourth, customer attitude was shown to mediate the relationship between rapport building behavior and customer loyalty. Therefore, it was found that rapport building behavior is a factor influencing customer attitude and customer loyalty in the banking service environment. This means that rapport building behavior between customers and banks can change customer attitudes and have a positive effect on customer loyalty. It can be seen as implying that customer management is necessary to increase customer loyalty through rapport building between customers and banks even in the changing banking service environment.

• Journal of Distribution Science
• /
• v.20 no.9
• /
• pp.61-71
• /
• 2022

Purpose: This study analyzes the effects of variables affecting e-satisfaction and e-loyalty in e-commerce. Research design, data, and methodology: A survey was conducted to 384 Indonesia online shopping mobile application users. The questionnaire construct was designed based on several independent variables, such as application attractiveness, application functionality, and customer service on e-satisfaction and e-loyalty. E-satisfaction was positioned as an intervening variable to determine the effect on e-loyalty. Results: Application attractiveness, application functionality, and customer service shown positive effect on e-satisfaction in online shopping mobile application. At the same time, e-satisfaction also affected e-loyalty significantly as referred in previous studies. However, application attractiveness, while showed positive effect on e-satisfaction, in contrary with previous study does not showed very significant effect. Conclusion: Application functionality significantly influences users satisfaction compared to application attractiveness. E-satisfaction mediates as a factor between visual design, information access, and transaction in online shopping mobile application, which stimulates user loyalty. The study findings' can be a reference for companies to create and maintain users' satisfaction and loyalty via different aspects of mobile application. Further research should be conducted on other field of study as the industry has different aspects that affects user loyalty.

• Journal of the Korean Society for information Management
• /
• v.22 no.4 s.58
• /
• pp.61-78
• /
• 2005

This study investigates the influences of the service qualify of public libraries, including printed publications, internet and electronic materials, culture programs and. service, library environment and facilities, and library staff, on the general satisfaction of the users, complaining intentions, and loyalty including reuse intentions. It develops a library user satisfaction model and testifies it through path analysis using questionnaires from 443 public library users in Daegu Metropolitan City area. This study shows that service qualities of printed publications, culture programs and service, library environment and facilities, and library staff Influence significantly on the general satisfaction of the users, and that service quality of library environment and facilities is the major variable which influences satisfaction and loyalty of the public library.

• International Journal of Costume and Fashion
• /
• v.10 no.1
• /
• pp.15-27
• /
• 2010

This study investigates the differences of e-service quality depending on image interactivity technology and the influences of e-service quality on purchasing involvement and customer loyalty. Online shopping malls have made toward satisfying customers' shopping experience owing to the advance of technology. Above all, it is important to prove effectiveness of this technology to introduce it. Therefore, the purpose of this study is to test effectiveness of Image Interactivity Technology (IIT) which has been introduced by some shopping malls. For this study three shopping malls were designed as stimuli that have the different level of IIT. The women of 20-30 who have bought fashion products in online shopping malls participated in the quantitative research. Total 592 were used for the statistical analysis. Descriptive statistics, cross tabulation analysis, factor analysis, reliability analysis, one-way ANOVA, and multiple regression were implemented. Four factors of e-service quality were extracted. The 3D avatar shopping mall was higher than the others in those factors. Besides, e-service quality factors influenced purchasing involvement and customer loyalty. Therefore, online shopping malls are advised to introduce IIT and improve e-service quality

• Proceedings of the Korean Operations and Management Science Society Conference
• /
• 2004.05a
• /
• pp.331-334
• /
• 2004

There are many researches investigating a causal relationship among service performance level, customer satisfaction, and customer loyalty. It is believed that a high service performance level increases customer satisfaction, which again has a significant effect on customer loyalty and profitability. The premise in this work is that the effect of customer satisfaction on customer loyalty may be time-lagged. This paper aims to model a causal relationship among service performance level, customer satisfaction, and customer loyalty with such a time-lag consideration. This study is conducted on the very high-speed digital subscriber lines service, which is a highly advanced high-speed internet service, and the results also be discussed.