• Knowledge Management Research
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• v.9 no.2
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• pp.129-146
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• 2008

Customers' evaluation of Website with satisfaction is critical in electroniccommerce. Previous research has studied in a distinct approach; especially IT oriented constructs-perceived usefulness, easy of use and marketing oriented constructs-product, shopping experience, service quality. Despite those important previous studies regarding the usage and the purchase of goods and services, how consumers are satisfied and why consumers leave Web sites without purchasing have not been extensively researched. This study explored those determinants of consumer satisfaction with Web site using expectation-disconfirmation theory (EDT). The present paper extends the range of EDT from antecedents of expectation to consequence of satisfaction. The result suggests that experience and familiarity has an impact on expectation as well as perceived performance and satisfaction. Second, higher expectation makes a negative impact on disconfirmation of expectation. Third, positive disconfirmation of expectation makes a positive impact on satisfaction. Forth. satisfaction produces loyalty and repurchasing intention. Finally, loyal customer has stronger intention to repurchase than satisfied customer.

• International Commerce and Information Review
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• v.10 no.2
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• pp.63-87
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• 2008

This study investigates the relationship between perceived system characteristics of Internet shopping mall and loyalty, and examines how perceived website attractiveness and flow play mediating roles between perceived system characteristics of Internet shopping mall and affective commitment in the context of Internet clothing shopping mall. For these purposes, the author developed a structural model which consists of several variables. In this model, perceived system characteristics of Internet shopping mall that consist of such as familiarity, reputation, uniqueness, positive emotion, self-efficacy, and interactivity were proposed to affect the website attractiveness and flow, and in turn, result in higher affective commitment. Thus, perceived website attractiveness and flow were proposed as core mediating variables between perceived mobile service characteristics and affective commitment. To test unidimensionality and nomological validity of the measures of each construct, the author employed scale refinement procedure. The results of reliability test with Cronbach's, and confirmatory factor analysis warranted unidimensionality of the measures for each construct. In addition, nomological validity of the measures was warranted from the result of correlation analysis.

• Proceedings of the Korean Society for Quality Management Conference
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• 2009.10a
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• pp.324-333
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• 2009

오늘날의 병원들은 환자가 의료기관을 선택하는 구매자 시장으로 변하게 되었고, 군 병원도 2004년부터 현역병의 의료보험적용이 가능해지면서 민간병원처럼 선택 받아야 하는 위치에 놓이게 되었다. 그러므로 군병원도 민간병원의 흐름과 함께 병원 이용고객들이 인식하는 의료서비스 품질, 고객만족도 및 고개충성도에 대한 관심이 필요하다. 따라서 정과 중심의 SERVPERF모델을 이용하여 지각된 군 병원의료 서비스 품질과, 고객만족 및 충성도에 관한 연구로 빠르게 변하고 있는 의료서비스 환경에서의 국민으로부터 신뢰를 받으며 군 의료서비스품질의 발전 방안을 모색하기 위해 본 연구를 시도하였다.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.15 no.2
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• pp.99-122
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• 2004

The purposes of this study and to develop the model to prove the structural relationship between service orientation and customer satisfaction, to find out the mediation variables between them, to survey and analyze their roles empirically, and to prove the probability of applying the strategic frame to all hotels in Korea. For these purposes, the author developed a structural model which consists of six variables. The data were collected from 7 hotels and analyzed with AMOS program. The findings can be summarized ad follows : First, the higher customer expectation, the lower customer satisfaction. Second, the higher customer expectation, the higher customer perceived quality. Third, the higher customer perceived qualify, the higher customer satisfaction. Fourth, the higher customer perceived quality, the higher customer perceived value. Sixth, the higher customer satisfaction, the lower customer complaint. Seventh, the higher customer satisfaction, the higher customer loyalty.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.17 no.2
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• pp.39-60
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• 2006

This study can realize customer satisfaction by planning in the advance and progresses event to business relation employee and event host and event participation customer of banquet event and mutually between in preparation checking process understand and I wished to explain that revisit is high. Specially, customer discovered that they are more satisfied to enfilade circle when banquet event preparation, progress recognized higher quality of service by plan. Furthermore, was expose that customer satisfaction for enfilade won improves relation quality because constructs trust about enfilade circle and banquet event, and customer loyalty degree to banquet hall. These study finding is presenting suggestion point of inside marketing that can affect to Saengjone of tissue because enfilade circle satisfaction can influence in customer possession in view of plan checking for enfilade won. Therefore, studied relation that exert effect that customers who use banquet event in this study are some in contents and customer satisfaction of plan, customer revisit that is late.

• Journal of Korean Port Research
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• v.13 no.2
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• pp.199-214
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• 1999

Recently leading edge companies use the Supply Chain Management as a competitive weapon to secure and maintain customer loyalty. As a consequency they are concentrating resources on the company’s core business and employing strategic alliances with third-party providers to ensure the company provides its customers’desired logistics service levels at acceptable costs. Under this circumstances this paper surveys the third party logistics as a leading edge logistics industry coping with the progress of the supply chain management. The status and the type of the TPL including the Forwarder are analyzed in the view point of global logistics. Also the development strategy of third party logistics in the future is suggested.

• Proceedings of the Korean Institute of Navigation and Port Research Conference
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• 1999.10a
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• pp.43-57
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• 1999

Recently, leading edge companies use the Supply Chain Management as a competitive weapon to secure and maintain customer loyalty. As a consequence, they are concentrating resources on the company's core business and employing strategic alliances with third-party providers to ensure the company provides its customers' desired logistics service levels at acceptable costs. Under this circumstances, this paper surveys the third party logistics as a loading edge logistics industry coping with the progress of the supply chain management. The status and the type of the TPL including the Forwarder are analyzed in the view point of global logistics. Also, the development strategy of third party logistics in the future is suggested.

• Journal of the Korean Society of Food Culture
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• v.25 no.5
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• pp.589-597
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• 2010

The purpose of this study was to investigate whether strategic alliance sales promotions have short-term or long-term or sales or communication effects in the family restaurant industry. The hypotheses were tested in family restaurant settings using a sample of customers visiting and enjoying food in the metropolitan city of Daegu. Empirical results confirmed that strategic alliance sales promotions had short-term and long-term effects, as well as sales and communication effects. Therefore, family restaurant managers should adopt or keep sales promotion strategic alliances with credit card companies. Furthermore, family restaurant managers should adopt or keep sales promotions with other companies. In a future study, more variables should be selected to test the sales promotion effects of strategic alliances.

• Proceedings of the Korea Information Processing Society Conference
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• 2022.11a
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• pp.117-118
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• 2022

한국과학기술정보연구원(이하 KISTI)은 지난 13년 간 전사적으로 품질제고전략, 서비스만족전략, 이미지 제고전략 등 3대 고객만족 추진전략을 수립하여 체계적인 "고객만족경영시스템(CSM : Customer Satisfaction Management)"을 구축하고 이를 강화하기 위한 노력을 기울여 왔다. 본 연구의 목적은 순고객추천지수(Net Promoter Score:NPS)를 활용하여 과학기술지식인프라(ScienceON) 정보서비스를 경험한 500명의 의사결정자를 대상으로 과학기술정보서비스에 대한 고객 만족 및 고객충성도를 측정하였다. 특히 연구결과는 정량적인 측정모델(KCSI-ST)을 보완하고 고객만족도 수준에 따라 비추천 고객, 중립 고객, 추천 고객 등을 예측할 수 있는 모델이다. 이와 같은 고객의 긍정적이거나 부정적인 구전으로 급속도로 노출되는 환경에서 고객의 만족도를 분석함으로써 기관의 주요 서비스별 고객을 확보하는데 사전 예측자료로 활용될 수 있다고 본다.

• Asia Marketing Journal
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• v.5 no.3
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• pp.1-34
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• 2003

서비스마케팅문헌을 살펴보면 지각된 서비스품질 및 이에 대한 고객반응에 초점을 맞추어 이루어진 연구들이 많이 있다. 그러나 본 연구에서는 지각된 서비스품질이 실질적으로 서비스 구매자인 소비자의 재구매 행위와 어떤 인과관계가 있고 또한 로열티와는 어떤 인과성을 갖는지를 규명하는데 주력하였다. 아울러 이러한 인과성이 조절변수인 라이프스타일에 따라 어떤 차이가 발생하는지를 규명하고자 하였다. 지각된 서비스품질을 측정하는 있어서는 기존 SERVQUAL방식의 측정개념이 아닌 Johnson, Tsiros & Lancioni(1995)가 적용한 일반적 시스템 접근법(투입, 과정, 성과변수로 측정)을 활용하여 새롭게 접근하고자 노력하였다. 연구결과 지각된 서비스품질은 이를 구성하는 선행변수(투입요소와 과정 및 성과요소)와 긍정적인 정(+)의 인과관계를 나타내고 있으며, 특히 성과요소에 의해 서비스품질이 지각되는 경향이 매우 큰 것으로 분석되었다. 또한 지각된 서비스품질은 재구매 의사와 로열티에 긍정적인 영향을 미치고 있는 것으로 검증되었으며 이러한 모든 인과관계는 소비자들의 라이프스타일 유형에 따라 다르게 나타나고 있었다. 따라서 서비스산업에 있어 마케팅전략을 수립하는데 있어서도 유형적 제품과 마찬가지로 라이프스타일을 이용한 시장세분화 전략을 활용할 필요가 있다.