• Journal of the Korea Academia-Industrial cooperation Society
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• v.11 no.8
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• pp.2853-2859
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• 2010

Development and promotion of foreign tourism products is an important factor for economical side as well as to improving the foreign relation and the image of nation. Also, foreign tourism products can give a positive effect in activation of the domestic tourism industry and foreigner's domestic visit. Thus, development and promotion of travel industry may offer competitive power of the specification country and a development opportunity, and influence in investment infancy of different industry. Therefore, in this study, service quality of this foreign tourism products analyze effect about customer satisfaction and re-purchase intention, investigated competitive power factors of the tourism industry in the future. In the final study, service quality patten, confidence, attraction could be influenced on customer satisfaction, reliability and responsiveness was not affected by the other factors. This study may suggest guideline that analyze the special character factors of the tourism industry future, or develop the critical success factor of foreign tourism products.

• Proceedings of the KSR Conference
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• 2007.05a
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• pp.1948-1953
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• 2007

Intelligent agent is to decide what customers need on the internet and offer them accurate information. In this paper, the system which can recommend the tourism items in terms of customer's needs is proposed by appling the intelligent agent to railway tourism system. Most of previous agents are focused on price. But, this study proposes the Railway tourism system which offers each customer the best suitable information based on quality of information and reputation. The customer's needs are analyzed through intelligent agent and the information which is suitable for customer's needs is obtained the Artificial Neural Network Model.

• Proceedings of the Korean Institute of Information and Commucation Sciences Conference
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• 2012.10a
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• pp.911-914
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• 2012

For competitiveness of national B2C (Business to Customer) service industry, improvement of process and analysis focused on customer and change of service system are needed. To achieve this goal, accurate feedbacks from customers play an important role; however, there is no quantitative and standard system in Korea. The medical tourism industry is taking center stage as a high value added industry among many other B2C service industries. In this paper, we suggest an evaluation model for customer satisfaction measurement about medical tourism industry and the application system on smartphone for that.

• Proceedings of the Korean Society of Computer Information Conference
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• 2020.01a
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• pp.109-110
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• 2020

Today, the tourism industry, unlike the past, is fused with various fields and is closely related to various fields, not just one field. In the case of the tourism industry, it leads to an increase in product sales through not only national import but also enhancing national image, forming a positive virtuous chain. As mentioned in order to verify the hypothesis presented in this study, pilot tests were conducted on about 50 copies of the data, and as a result, in-flight service (H1), flight service (H2), compensation service (H3), and reservation service (H4) It has been shown to have a positive effect on customer satisfaction, and when customer satisfaction is achieved, it naturally leads to reuse.

• The Journal of Information Systems
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• v.27 no.1
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• pp.43-65
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• 2018

Purpose The emergence of mobile applications has simplified our life in various ways. Regarding tourism activities, mobile applications are already efficient in providing personalized tourism related information and are very much effective in booking hotels, flights, etc. However, there are very few studies on classifying the actual service requirements and improving the customer satisfaction in mobile tourism applications. The purpose of this study is to implement a practical mobile tourism application. To serve the purpose, we classify and categorize the service requirement of mobile tourism applications in Korea. We employed Kano model and analytic hierarchy process (AHP). Specifically, we conducted a focus group study to find out the service requirements in mobile tourism applications. Design/methodology/approach The data for this study were collected from Koreans and Foreigners who has the experience using mobile tourism applications. Participants needed to be familiar with mobile tourism applications because such users may be more aware of the mobile tourism applications services. We analyzed 147 valid data using Kano model and conducted AHP analysis on five experts in the field of tourism using Expert Choice software. Findings In this paper, we identified the 17 service quality requirements in the mobile tourism applications. The results reveal that the service requirement such as Geo-location map, Multilingual option, Compatibility with different operating systems were unavoidable service, absent of such requirements leads to the dissatisfaction. Based on the results of the integrated application of both Kano model and AHP analysis, this study provide specific implications for improving the service quality of the mobile tourism applications in Korea.

• Journal of Applied Tourism Food and Beverage Management and Research
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• v.14 no.2
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• pp.17-22
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• 2003

Although researchers have, during the past decade, become increasingly interested in customer satisfaction customer reaction, and service quality issues, very little of research has devoted to the family restaurant. Family restaurant industry is among the fastest growing sectors of the tourism market. This paper discusses the importance of the family restaurant product and service quality, and presents the relationship among service quality, customer satisfaction, and customer reaction. The literature supports the value of family restaurant's service quality and relation between service quality and customer reaction. Exploratory study examined customer's satisfaction with service quality components and customer's reaction with satisfaction. The survey was conducted in four phases; service quality, customer reaction(satisfaction, repurchase intention, and word of mouth), restaurant information, general profile of customer. The results of the study show that service quality(product's quality, physical character) provided family restaurant customer with the overall satisfaction, and service quality affected on customer reaction(repurchase intention, positive word of mouth). Also overall satisfaction affected on repurchase intention and positive word of mouth.

• Fashion & Textile Research Journal
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• v.15 no.1
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• pp.95-102
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• 2013

In order to understand meaningful customer experience in social media, this study profiles customer engagement by exposing the essential brand experience rooms in hyper-reality contexts. This study selects Snuggie as a target brand as it uses multiple contact points, including social media, to provide meaningful experience to customers. With their unique marketing strategy, Snuggie became a popular brand among the U. S. customers beyond just a wearable blanket. Upon analyzing a total of 364 customer reviews about Snuggie in Amazon.com, five experience rooms were exposed; "Physical artifacts" and "customer involvement" are influential experience rooms which signify interactions between products and customers, while "intangible artifacts", "technology" and "customer placement" reflect a lower degree of experiential engagement. This approach suggests a theoretical foundation in understanding the customer engagement concepts by the means of brand experience dimensions in social media. The ability to create compelling engagement in social media depends on the successful facilitation of relationships and information, which lead to a creative, communicative and interactive experience.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.8
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• pp.191-203
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• 2021

Social marketing seeks to develop and integrate marketing concepts with other approaches to social change and aims to influence behaviors that benefit individuals and societies for the social good. The study investigates the type and level of influence of social marketing on customer behavior in tourism companies in Baghdad (Iraq). The sample size of the study is 135 people comprising directors, assistant directors, and marketing staff in tourism companies in Baghdad. A questionnaire was used as a tool to collect data and information, and was prepared by the researcher after it underwent validity, stability, and arbitration tests. The data was analyzed using the statistical program (SPSS v. 25, AMOS v.23) and statistical methods have been used to process the data represented by the arithmetic mean, standard deviation, coefficient of variation, correlation coefficient (Person), simple and multiple regression equations. The research showed significant results represented by a positive and strong relationship between the research variables. This result indicates that there is an effect on the customer's behavior. Moreover, the results of the study showed positive effects that extend from social marketing to customer behavior in the long term.

• Journal of the Korean Society of Food Culture
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• v.21 no.4
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• pp.388-395
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• 2006

The purpose of this study was to analyze the current operating management practices and tourist royalty of restaurants at the tourism provinces in Donghae city. Forty restaurants were surveyed for sales status, customer management, menu management, advertising, marketing strategy and seventy seven tourists replied to the attitudinal and behavioral aspects of customer royalty for regular visiting restaurant. Statistical data analyses were completed using the SPSS/WIN pact(age program for descriptive analysis, paired difference test, t-test, ANOVA, and pearson correlation. The results of quantitative analysis indicated that the average sales per day on a high-demand season were 1,571 thousand won and one on a slack season were 614 thousand won. The average check on a high-demand season(109 persons) and a slack season(38 persons) were significant difference(t=6.834, p<.001). A total of 93.5% of the restaurateurs answered that menu pricing was decided by the owner and 21.7% of the subjects used the only restaurant homepage in the advertising method. A total of 40.6% of the restaurants utilized the only kind service for regular customers and 35.1% of the subjects had no method for them. The results suggest that systematic management policies and marketing strafes for regular customer is very necessary. Also, the correlation between tourists' attitudinal and behavioral aspects of customer royalty for regular visiting restaurant was found out. High correlation was existed between the overall tourists' satisfaction on regular visiting restaurant, the intention to revisit(BCL 1, p<.001), the intention to recommend(BCL 2, p<.001), and indicators of customer royalty. Finally, restaurateurs at the tourism provinces should focus on marketing strategy to keep and improve current customer to rise the tourist royalty.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.17 no.2
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• pp.179-193
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• 2022

This study aims to identify the relationship marketing factors and examine the mediating factors of perceived customer value on the relationship between relationship marketing factors and loyal on rural tourism. We collected and analyzed the survey data from the customers who had experienced rural tourism before. The results from the empirical analysis are as follows. First, through the exploratory factor analysis, four factors such as customer orientation, responsive attraction, professionalism, and ties were derived. Second, it was found all four factors have significant positive effects on loyalty. Third, both responsive attraction and professionalism have significant positive effects on perceived customer value. However, customer orientation and ties do not have significant effects. Fourth, the perceived customer value showed a full mediating effect between responsive attraction and loyalty, whereas it showed a partial mediating effect between professionalism and loyalty. Additionally, it was found that gender did not affect loyalty but significantly affected perceived customer value. This means that women had lower perceived value for rural tourism than men. To improve the loyalty of rural tourism, it is necessary to improve customer orientation, professionalism, ties, and perceived customer value.