• Journal of Industrial Convergence
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• v.18 no.2
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• pp.95-100
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• 2020

Among the customer-oriented data used to comprehend the customer, the user review data has received much attention as it provides insights into customer opinion in a detailed and large-scale manner; many customers have come to rely upon and trust the user reviews. Many application developers are cognizant of the importance of user reviews, so they monitor and respond to these reviews. However, due to the absence of a systematic method, developers have been investing their time and money without clear correlation to the customer satisfaction. Therefore, this paper suggests a systematic method to select user reviews from the application market using the Kano Model that deals with customer satisfaction and service quality, thereby maximizing the customer satisfaction under the given time period and budget. This method is constructed in the following phases: the user review collection and requirement elicitation phase in which the developers collect user reviews from the application market and elicit requirements, the Kano Model application and selection phase in which the Kano Model is applied to the elicited requirements and selection occurs based on the quality type, and the stakeholder review and redefinition phase in which relevant personnel gather to review and redefine requirements from an internal perspective.

• Asia pacific journal of information systems
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• v.33 no.3
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• pp.677-701
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• 2023

With the rapid advancement of social media analytics and artificial intelligence, many studies have used online customer reviews as an important source to measure service quality in many industries, including the hotel industry. However, these studies have failed to identify the relative importance of different dimensions of service quality and their role in customer satisfaction. To fill this research gap, this study aims to identify the effects of service quality on hotel customer satisfaction from the multidimensional perspectives using sentiment analysis with self-training on online reviews. Additionally, the moderating role of the brand of origin for each service quality dimension is also investigated. Drawing on the SERVQUAL model and brand of origin concept, this study develops 12 hypotheses and empirically tests them using 30,070 online customer hotel reviews collected from TripAdvisor.com. The results indicated that overall service quality and each dimension of SERVQUAL significantly influenced customer satisfaction of hotels. The results also confirmed the moderating effects of brand of origin on overall service quality. However, the moderating effects of brand of origin for the tangible, reliability, and empathy dimensions of service quality were significant, whereas the effects for responsiveness and assurance were not. This study sheds new light on service quality measurement by analyzing the multidimensional features of service quality and the role of brand of origin in the hotel service context.

• Fourth Industrial Review
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• v.4 no.1
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• pp.1-9
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• 2024

Purpose: Education is the part of a fundamental human right across the world. In recent years, the trend of virtual education has increased tremendously. The paper aims to find the impact of adoption, accessibility, interactions, knowledge, and satisfaction on the success of transformation towards virtual education. Research design, data and methodology: Primary data has been gathered through the use of responses from students taking admission in virtual higher education to standardized questionnaires. Of the 250, only 122 were considered complete and have been used in further studies. Convinced random sampling method has been used. The results were evaluated using the Likert Five-Point Scale. For applying these statistical tools software SmartPLS and SPSS 19 have been used. The fitness of the model has been re-checked through an Artificial Neural Network (ANN). Result: Results derived that adoption, accessibility, and interactions have a significant impact on knowledge, knowledge influences satisfaction level and satisfaction have a meaningful impact on the success of transformation towards virtual education. Conclusion: It can be concluded that virtual education has the potential to change the future of the education system and its potential in India. The highest importance is due to satisfaction (100%), adoption (98.7%), knowledge (91.4%), accessibility (62%), and interaction (29.2%).

• Journal of the Korea Fashion and Costume Design Association
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• v.22 no.3
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• pp.19-32
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• 2020

Recently, the luxury brand market has expanded from the 5060 market to the 2030 market segment due to diversification of distribution channels, an increase in income, and changes in consumption values. This change is attributed to the increase in sales of fashion accessory products, such as bags and wallets, thereby confirming the importance of the luxury brand fashion accessories market. However, there are few studies of the luxury brand fashion accessories market or brand loyalty for fashion accessories, which accounts for a large proportion of the overall luxury brand market. The purpose of this study was to develop and empirically test a theoretical framework that captures and compares the difference of impact of service quality, product attributes, and consumer satisfaction on luxury brand loyalty between the 20-30 market and the 5060 market of the fashion accessories market. Data was collected from 598 customers who purchased luxury brand fashion accessories by objective sampling. Structural equation modelling was used to test the hypotheses developed for the study. Results found evident effects of consumer satisfaction on luxury brand loyalty through the perception of service quality by consumers. Additionally, in the 2030 market, the fashion accessory attributes had little impact on consumer satisfaction and luxury brand loyalty, whereas in the 5060 market, it had a significant impact only on consumer satisfaction, but not on luxury brand loyalty. This is the first study to examine a structural equation model of luxury brand loyalty to compare the difference of the model between segmented markets, such as the 2030 market and the 5060 market of the luxury brand fashion accessories market. These results will contribute to a better understanding of the mechanism that underlie the operation of an effective luxury branding strategy for fashion accessories.

• Asia-Pacific Journal of Business
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• v.9 no.2
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• pp.39-57
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• 2018

As competition grows in the telecommunication service industry, understanding the origins of brand image and consumer behavioral intentions challenges practitioners to design an effective marketing strategy and branding plan. In this paper, brand image and behavioral relationships are investigated in Bangladesh, an emerging market that has a particular socio-cultural and economic context of one of the most densely populated countries of South Asia. This study employs confirmatory factor analysis and structural equation modeling to analyze the database. Empirical testing and the proposed model suggest that brand image is the prime determinant of consumer satisfaction and loyalty. The results highlight the importance of perceived value, perceived trust and price structure to project brand image and satisfaction. Additionally, confirmation exhibits a stronger total effect of brand image on customer loyalty. Empirical findings extensively contribute to the theoretical and managerial understanding of subscribers' attitudes toward telecommunication service in an emerging market context.

• Educational Technology International
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• v.17 no.2
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• pp.203-228
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• 2016

This study was designed to determine the factors affecting learner satisfaction and examine the relationships of these factors in mobile learning linked to pre-existing e-learning in universities. In the structural model used, three mobile learning quality factors are the endogenous variables, namely, system quality (SYQ), information quality (INQ) and service quality (SEQ) perceived by students, and learner satisfaction (LS), whereas students' self-efficacy (SE) and experience (EX) in mobile learning are the exogenous variables. The subjects were 900 students who registered for mobile learning courses offered by a private university in Seoul, Korea. The results indicated that SE in mobile learning had positive effects on SYQ, INQ, and SEQ. Furthermore, SE influenced LS when analyzed without quality factors as parameters. Mobile learning EX directly affected INQ, but not SYQ or SEQ. EX likewise had a direct effect on LS when analyzed without quality factors as parameters. Meanwhile, both SYQ and INQ showed a positive effect on LS, but not SEQ. SE and EX affected LS indirectly when SYQ and INQ were used as parameters. This study addresses the importance of increasing SE, EX, SYQ, and INQ to increase LS in mobile learning in universities

• Korean Journal of Human Ecology
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• v.18 no.5
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• pp.995-1008
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• 2009

This study investigated the causal relationships among the elderly, looking at social participation, depression, self-reported health, and life satisfaction. It was especially focused on the mediating effects of depression and self-reported health on the relationship between social participation and life satisfaction. From the 2006 Korean Longitudinal Study of Aging, data for 4,155 elderly over age 65 was analyzed with structural equations modeling with Amos 7.0 and sobel test. Major findings were as follows. First, social participation of the elderly has a negative influence on depression and a positive influence on self-reported health and life satisfaction. Second, self-reported health has a partial mediating effect on the relationship between social participation and life satisfaction. Third, the direct effect of depression on life satisfaction was not statistically significant, while the direct effect of social participation was significant. Therefore, depression was not proved as a significant mediator. This study tested the effects of social participation on depression, self-reported health, and life satisfaction empirically and confirmed the partial mediating model, in which social participation improves the elderly's self-reported health, which in turn improves the elderly's life satisfaction. These results suggest the importance of an integrated approach for the healthy and successful aging and the diverse types of social participation in an elderly person's quality of life.

• Fashion & Textile Research Journal
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• v.21 no.3
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• pp.346-355
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• 2019

This study aimed to determine the factors of the make-up artist experience and establish their effects on brand loyalty through the mediation of trust and brand satisfaction. The step of first surveyed the make-up artist experience level through precedent research and made concept frame of study. The step of second checked up the effects of make-up artist experience through the desires for change. The step of third established to the effects of brand loyalty through make-up artist experience brand through mediation of make-up artist trust and brand satisfaction. The survey was carried out on 440 women aged 20 to 40 who experienced make-up services in Seoul, Gyeonggi-do, Sejong and Daejeon. The data were analyzed using SPSS 23.0, and AMOS 18.0 using frequency analysis, factor analysis, reliability analysis, structural model analysis and t-tests. 1)Make-up artist experiences were divided into informational/ relational experiences and emotional experiences. 2)Desires for change influenced positive effects about information/relational experience and emotional experience. 3)The information/relation experiences influenced positive effects about artist trust and brand satisfaction. 4)The emotional experiences influenced positive effects about make-up artist trust and brand satisfaction. 5) The make-up artist trust influenced positive effects about brand satisfaction. Trust in the make-up artist did not directly influence brand loyalty, but influenced it through satisfaction. 6)The brand satisfaction influenced positive effects about brand loyalty. This study identified the roles of make-up artist and the importance of the make-up experience.

• Journal of the Korea Society of Computer and Information
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• v.16 no.11
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• pp.209-217
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• 2011

Recently, As it takes charge of the customer service in many enterprises, the importance of call center has been emphasized more and more. The growth of call center industry is leading lots of call center agents. But, Call center agent's frequent turnover deteriorates the labor productivity and quality. Also, This turnover increases training cost and recruit cost. For these reasons, management turnover in call center is emerging as an important issue. The purpose of this study is to analyze the relationship of job satisfaction factors, job satisfaction, organizational commitment and turnover intention of call center agent. To achieve these objective, as a conceptual model of the study, job satisfaction factors, job satisfaction, organizational commitment and turnover intention were reviewed and the model could be estimated through path analysis. According th the finding of this study, job satisfaction factors have positively impact on the job satisfaction, organizational commitment but have not directly impact on the turnover intention. Also job satisfaction and organizational commitment have negatively impact on the turnover intention. As a result, the meaningful implication of this study suggests that the increase of both job satisfaction and organizational commitment through the improvement of job satisfaction factors should be regard as important dimensions to decrease of turnover intention of call center agents.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.20 no.1
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• pp.259-267
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• 2019

The purpose of this study is to examine the inner side of those who raise the children, that is, the mothers, through the satisfaction with the parental roles and the child-rearing stress of them, with a view to emphasize the importance of an alternative for the mothers to cope with child-rearing stress and enhancing their satisfaction level with their role as a parent as well as the importance of social support in order to enhance the quality of rearing. For this purpose, the researcher conducted a survey with 312 mothers with preschool children of age 4 to 7 in Seoul and Gyeonggi Area from October 1, 2018 to October 15, 2018. To analyze the data, the researcher conducted frequency analysis, exploratory factor analysis, confirmatory factor analysis, confidence analysis, correlation analysis, structural equation model, and Sobet-test, using SPSS 22.0 and AMOS 22.0. The results of the analyses showed that social support and satisfaction with the parental role were significantly influenced by child-rearing stress, while social support influenced the satisfaction with the parental role significantly. Also, it turned out to have a mediating effect in the relationship between the mother's child-rearing stress and the satisfaction with the parental role. Based on these findings, the study highlights that the social network that is connected with the mothers may function to reduce the negative influence of child-rearing stress on the satisfaction with the parental role when the social network channels appropriate support, tangible assistance, appealing of difficulties, and encouragement.