• Journal of Korean Library and Information Science Society
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• v.35 no.4
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• pp.129-147
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• 2004

This study is to investigate extensively the negative word-of-mouth responses and intentions of the public library users. It selects and analyzes empirically some of the antecedents of the complaining behaviors including severity of dissatisfaction attitude toward complaining, difficulty of the complaining, likelihood of success, product/service importance, external attributions, loyalty, and former experience of complaining. Final data through questionaries are obtained from 497 unsatisfied adult public library users in Taegu Metropolitan City, 443 of them analysed with SPSS 12.0 for Windows.

• The Korean Journal of Applied Statistics
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• v.23 no.6
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• pp.1023-1034
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• 2010

Noryangjin fisheries wholesale market is the largest wholesale seafood market in Seoul and the steady supply of fish is important in meeting consumer demand. Recent expansions (such as discount stores) has changed the fish distribution model and Noryangjin Fisheries Market is developing a new customer-oriented service strategy. In this study, we found the customer satisfaction factors and established a survey system for customer satisfaction for Noryangjin fisheries wholesale market. In addition, the customer satisfaction and loyalty levels are accurately diagnosed through surveys; in addition, the strategic direction of the customer satisfaction of Noryangjin fisheries wholesale market is presented.

• Proceedings of the KAIS Fall Conference
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• 2009.12a
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• pp.942-945
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• 2009

경제적 성장과 더불어 의료서비스에 대한 국민들의 욕구는 지속적으로 증가하고 있다. 현 상황에서 각 병원들은 의료서비스 뿐만 아니라 의료 외적인 특화서비스를 제공함으로써 다수의 충성고객을 확보하고자 한다. 따라서, 환자 충성도와 의료 외적인 특화서비스의 상관관계는 집중적인 관심이 요구 되고 있다. 이에 본 연구에서는 서울소재 일개 3차병원 한 곳의 병원을 이용하는 고객들을 대상으로 의료서비스에 대하여 설문조사를 통하여 파악하고자 하였다. 조사결과 환자들의 특화서비스에 대한 만족도 여부와 충성도는 서로 상관관계가 있는 것으로 볼 수 있었다. 특히 충성도가 낮은 집단으로부터 특화서비스에 대한 만족도가 낮은 서비스가 있었기 때문에, 충성도가 낮은 고객들에 대해 서비스를 강화하고 보다 상세하게 불만족의 요인을 파악하기 위한 연구가 이루어져야 할 것이다.

• The Journal of the Korea Contents Association
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• v.10 no.6
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• pp.43-48
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• 2010

Useful emails influence on consumers' purchase behavior and activate them to visit retail stores. Regular contact with consumers by e-mail has positive effects on brand loyalty. However, email marketing has a limitation. Spam now accounts for over half of all e-mail traffic. The increase of email users has resulted in the dramatic increase of spam emails during the past few years. In this paper, we proposed an ontology-based system offering personalized email services to overcome such limitation. Our method is not the ontology-driven spam filtering, but a personalized content service considering personal interests and relations among people by using FOAF and domain ontologies. Our system was successfully tested in email marketing domain.

• Journal of Korean Library and Information Science Society
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• v.33 no.4
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• pp.61-83
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• 2002

This study is to investigate extensively the complaint responses of the academic library users, with a special regard to those in Daegu Metropolitan City and in Kyungpook Province. It selects and analyzes empirically some of the antecedents of the complaining intentions including perceived severity of dissatisfaction perception of free use, attitude toward complaining, cost of the complaining, likelihood of success, product/service importance, external attributions and loyalty; and complaint intentions including exit intention, voice(redress seeking) intention, negative word-of-mouth intention and third party complaints intention of the academic library users, based on the theoretical backgrounds. Final data through questionnaires are obtained from 582 unsatisfied academic library users in 5 universities in those areas, 542 of them analysed with SPSS 11.0 for Windows.

• Journal of Distribution Science
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• v.14 no.8
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• pp.59-66
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• 2016

Purpose - This study has its purpose to identify the correlation between factors and moderating variables that can reduce job burnout by setting a positive relationship with a leader and ethicality of the leader as factors reducing job burnout and helping behavior as a moderating variable. Research design, data, and methodology - The research design would make theoretical perceived ethical leadership and LMX toward helping assistance, and job burnout using by structural equation method. Results - As a result, both positive behaviors and recognition on ethical leadership of a leader have been confirmed to influence on mitigation of job burnout. Especially, among the two factors, ethicality has shown to be more efficient to alleviate exhaust compared with positive behavior of a leader. Conclusions - Theoretical perceived ethical leadership and LMX toward a leader, helping assistance, and job burnout are statistically significant, however, the helping behavior of members is the factor increasing a job burnout. These results can be interpreted as the difficulties of relation setting with the members for the leader, and although loyalty and responsibility toward right leader may induce helping behavior, and positive behavior for organization can impact on the job burnout. It can be concluded that the ethicality of a leader is an essential factor for the development of organization.

• Journal of Distribution Science
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• v.16 no.10
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• pp.55-64
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• 2018

Purpose - The most important goal of corporate management is the maximization of firm value in the market. Executives of companies are making effort to increase corporate value and initiate various management strategies, which is to develop the products or service with value. Through these efforts, consumer satisfaction grows and loyalty increases, which leads to the positive change of customer satisfaction index. The purpose of this research is to find out the abnormal return after the KCSI(Korean Customer Satisfaction Index) is announced. Research design, data, and methodology - This research data is collected from 11 years' stock price in KOSPI market and KCSI. The authors analyze the abnormal return triggered by the announcement of KCSI through the event study. Results - First, newly enlisted companies in the KCSI show statistically significant short-term abnormal rate of return. Second, the value of the customer satisfaction index is not the level of customer satisfaction but the direction of the change in the CSI. Conclusion - Customer satisfaction has the important intangible asset in the marketing area. However, firms' investment for CS is not an easy decision, because of the difficulty to measure the effect on corporate market value. This research investigates the change of the market value after the announcement of KCSI. Based on the results, firms have to keep trying to increase KCSI relative to the previous year. And the small company has to struggle for being newly listed in the KCSI.

• Journal of Navigation and Port Research
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• v.38 no.2
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• pp.177-184
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• 2014

Recently, brand equity is paid much attention in various industries. However, container liner shipping companies are still unfamiliar with this concept, and also the brand equity model has not been tested yet in shipping context. This study, therefore, aims to measure the relative importance of brand equity factors of container liner shipping companies by employing AHP (Analytic Hierarchy Process). This study concludes that perceived quality, in particular cost-related service quality, is the most influential factor of brand equity, while weak support is found for brand association. In addition to this, group comparisons were conducted between shipping companies, freight forwarders and academics. The results will be useful as they firstly define brand equity and its role in shipping context, highlighting the significance of brand management to container liner shipping firms. This evaluation is not an end in itself, but will eventually be utilised as a tool to build competitive advantage which cannot be easily imitated by competitors.

• Journal of Distribution Science
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• v.16 no.7
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• pp.5-16
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• 2018

Purpose - This study posits that sustainable mobility of the sharing economy plays a key role to consider environment benefits. The purpose of this study is to investigate the bicycle-sharing economy as an emerging and alternative mode of transportation service and provide managerial and policy implications. The bicycle-sharing economy is still at an early stage of introduction as a transportation mode, while the governmental sector is promoting public bicycle-sharing to encourage bicycle as a substitute for private cars. Research design, data, and methodology - This study analyzed the current status of bicycle sharing programs through a survey that was distributed randomly to users and non-users across the country. Using factor analysis, satisfaction and loyalty for the existing users and intention to use and expected satisfaction for the potential users were examined in relation to utility factors. Results - The results show that economic utility affects satisfaction for user, while storage, mobility, and economic utility affects intention to use for potential users. The findings of this study indicate that in order to promote a bicycle-sharing scheme, it would be better to focus on the scheme's economic advantage to be truly effective. Conclusions - The findings of the study could be applicable to future directions of the sharing economy as a means to achieve the sustainable development of society.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.9
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• pp.427-438
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• 2020

This study aims to analyze and confirm brand awareness' role in influencing the repurchase intention both directly and indirectly on customer satisfaction variables and repurchase intention variables. The contribution brought by this study is to reflect manifest variables such as recall, purchase, and consumption. The number of respondents in this study was 200 samples using the online survey data collection method (Google form), while the research approach is quantitative explanatory. The data analysis test tools include the Structural Equation Modeling (SEM) approach with AMOS as a statistical data analysis software and Sobel test to indirectly test the relationship. This study consists of four hypotheses, of which three hypotheses are positively and significantly related (brand awareness on repurchase intention, brand awareness on customer satisfaction, and customer satisfaction on repurchase intention). Through indirect relationship, namely, brand awareness on repurchase intention through customer satisfaction, the study showed no significant effect. In a comprehensive way, this study emphasizes the factor of customer satisfaction as a determinant of consumer loyalty and repurchase intention. Therefore, creating optimal customer satisfaction, service excellence, promotion and massive advertising, guaranteeing the safety and ease-of-use apps, and ease of shopping, especially for e-commerce industry, is a serious concern.