• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2008년도 추계학술대회
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• pp.101-114
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• 2008

Today, consumer needs are diversified, continually changing and differentiated. Under the market conditions of unlimited competition to satisfy those needs, businesses focus on relationship-building with customers, as well as on quality of Services. As a result, in this era of consumer-centered brand marketing, brand identity is surfacing as a competitive edge that a company can benefit from for a long time : this is related to the fact that people want to know why a consumer selects and purchases a certain brand out of so many others.

• 한국융합학회논문지
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• 제9권5호
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• pp.157-169
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• 2018

본 연구는 보험소비자의 자발적 구매동기가 보험소비만족에 어떠한 영향을 주는지 확인하고자 하였다. 심리학의 자기결정성 이론에 근거하여 자발적인 구매동기를 유발하는 소비자의 심리적 욕구를 포함하여 보험소비만족에 대한 직 간접적 영향을 파악하고자 하였다. 보험소비자 1,225명 대상의 온라인 설문조사 자료를 이용하여 구조방정식 분석을 통해 연구 가설과 모형을 증명하였다. 연구결과, 소비자가 구매의 필요성을 스스로 인지하는 자발적인 구매동기에 의한 구매시 보험소비만족이 높아지고, 보험소비자율성과 보험소비환경에 대한 긍정적 인지는 자발적 구매동기를 높이며, 이를 매개로 소비만족에 기여하는 것으로 나타났다. 본 연구를 통하여 보험회사의 과도한 마케팅과 보험소비자의 자기과신은 보험소비만족을 저해할 수 있으며, 보험소비자의 자율적권리와 책임 인식을 높이는 금융소비자의 소비태도 교육이 필요하다는 시사점이 도출되었다.

• 복식문화연구
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• 제19권2호
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• pp.269-282
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• 2011

The purpose of this study was to compare consumer satisfaction by analyzing importance on characteristics of clothing, performance, and their inconsistency between Korea and the United States. The data was collected by using a survey based on three sages of pre-tests, and main survey conducted in The U.S and Korea. Data of 520 participants from each country (260 males and 260 females) was used. The results of this study is as follows: First, both consumers in Korea and U.S. showed five factors such as aesthetics/trend, body shape, practical use/wearing, care, and distorted. In performance factor of Korean students was consisted of wearing/care, aesthetics, body shape, distorted, and trend/symbolism while that of American students was consisted of wearing, aesthetics, body shape, trend/image factor, and distorted. Second, regarding importance rate, aesthetics/trend, practical use/wearing, care, and distorted affected satisfaction of Korean students whereas aesthetics/trend factor affected satisfaction of American students. Regarding performance, body shape factor, distorted, trend/symbolic affected satisfaction of Korean students whereas trend/image affected satisfaction of American students. Third, satisfaction of Korean and American students influenced re-purchase intention and positive word-of-mouth, so proved to be the result variable of satisfaction. By understanding the differences between consumers in Korea and U.S., apparel importers and exporters may develop effective business strategies to better fulfill their customers' needs and desires, and therefore, increase their profit.

• The Journal of Asian Finance, Economics and Business
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• 제6권1호
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• pp.129-139
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• 2019

The purpose of this research is to examine the effect of informational justice on post-recovery satisfaction, and the effect of post-recovery satisfaction on behavioral intentions in e-commerce, including further investigate the moderating effect of service failure severity. Using quantitative method, the population of this research are online customers in Indonesia, with non-probability sampling that will be done by purposive sampling method based on predetermined criterias, which are customers who were doing transactions in the Business to Consumer (B2C) online sites, experienced service failure in the last 6 months, submitted a complaint, and received a response. Sample of 317 online customers were gathered and analyzed using the Structural Equation Modeling. The results of this study indicated that 5 hypothesis are supported with data. As a conclusion, informational justice and post-recovery satisfaction has positive effect, while service failure severity acts as a moderator between post-recovery satisfaction and behavioral intentions. As a managerial implication, online store management needs to ensure the informational justice to make a post-recovery satisfaction. Therefore, online store management needs to ensure the informational justice to make a post-recovery satisfaction, increase repurchase and positive e-word of mouth intention, also work harder to recover services, especially in high service failure severity condition.

• 가정과삶의질연구
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• 제26권4호
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• pp.149-162
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• 2008

The purpose of this study is to provide a meaningful thought to professionals and administrators of Korea working for Consumer General Education development at their Universities. Also, tips for organizing and meaning Consumer General Education Curriculum effectively are provided. Finally, the study suggests essential elements to improve qualities of Consumer General Education in Korea Universities. This study's method are content analysis through web site and survey. The subjects of this survey were 257 students. The data were collected by qusetionaires developed by researcher and analyzed by frequencies, correlation Analysis, One Way Anova, Duncan Test, Factor Analysis, Multiple Regression Analysis. The major findings were as follows: University students's satisfaction level about General Education was low and the needs level about Consumer General Education was high. And the education service quality showed factors to be administrative service element, professor service element, classroom environment element, communication element. And Multiple Regression Analysis on each of the education service quality factors had been significant effects for find out the differences in the degree of satisfaction.

• 보건행정학회지
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• 제20권3호
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• pp.138-156
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• 2010

Objective : The purpose of this study is 1) to understand the information-searching behavior of health care consumers ; 2) to examine the relationship between the information-searching behavior of health-care consumers and regulatory variables such as socioeconomic factors, characteristics of medical utilization, and perceived risks ; and 3) to determine the factors that affect consumer satisfaction, especially with respect to information-searching behavior. Method : The data for this study were collected from 838 respondents in five university hospital located in three areas?Seoul, Gyeonggi province, and Chungchong province. As the first step of the study, we conducted a preliminary survey from September 23?26, 2008. At the second step, we conducted a survey on the effect of information-searching behavior on those individuals who had visited. Furthermore, personal interviews were conducted through a face-to-face survey between September 30 and October 17, 2008. Results : The major research findings that were obtained from the study were as follows : First, the age, educational level, and residential district were associated with information source utilization. Second, the level of information searching effort and quality of service had a significant effect on consumer satisfaction. Conclusion : These results show that it is essential for marketers to have in-depth knowledge about the young and educated people who actively search for information and about those who are in the prime of their life and rely on word-of-mouth communication from personal and experi in-al informers. Therefore, marketers should develop different marketing strategies to meet the needs of such consumers.

• 디지털융복합연구
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• 제16권5호
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• pp.123-135
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• 2018

본 연구는 우리나라를 방문하는 전체 외래관광객 중 가장 큰 구성비를 차지하고 있는 주요 3국인 중국, 일본, 미국의 관광소비자를 대상으로 각 국적별 관광 특성, 만족도 및 영향요인을 비교하여 향후 외래 관광객을 유치하기 위한 차별화 영역을 탐색하고자 하였다. 이를 위해 문화체육관광부에서 제공하는 2016년 외래관광객 실태조사 원자료 중 대상 국가 관광소비자 5,160명의 데이터를 추출하여 분석에 활용하였다. 그 결과, 하위영역별 관광만족도 및 전반적 만족도 모두 국적에 따라 통계적으로 유의한 차이가 있는 것으로 나타났다. 특히 중, 일, 미 관광소비자의 전반적 만족도에 영향을 미치는 공통적인 관광 하위영역 요인은 '음식'과 '쇼핑'인 것으로 나타났다. 이 외에 외래 관광소비자의 만족에 영향을 미치는 개별 요인이 상이하게 도출되어 이들의 특징과 요구에 따른 관광산업 육성정책의 모색이 요구된다. 본 연구 결과를 통해 향후 외래관광객 유치 전략을 수립하는 데 도움을 줄 수 있을 것으로 기대된다.

• 한국산업정보학회논문지
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• 제24권1호
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• pp.109-123
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• 2019

최근 소비자의 욕구가 복잡해지고 까다로워지면서 점차 기업환경이 고객중심으로 빠르게 변화하고 있다. 이에 기업은 시장 및 고객의 욕구변화를 포함하는 무한경쟁 시대에 생존하기 위해, 고객 지향적이며 기업의 지속성을 강조하고 있다. 고객의 다양한 욕구를 충족시키기 위해서는 고객의 만족에서 머무는 것이 아니라 고객감동을 제공해야 한다. 고객감동의 증대가 고객충성도에 미치는 영향을 알아보고자 하였다. 본 연구에서는 첫째, 고객만족과 고객감동의 영향을 받고 있는 고객충성도는 재구매의도에 영향을 미치고 있으며, 둘째, 고객만족 수준이 기대이상이면 고객감동에 영향을 주는 것으로 나타났으며, 고객감동의 중요한 요인으로는 고객의 기쁨을 확인하였다. 셋째, 고객충성도는 고객 유지를 강화시키는 것으로 고객감동 요인 중 관심에 영향을 받는 것으로 나타났다. 마지막으로, 고객만족과 고객감동이 고객충성도의 재구매와 고객유지를 향상시키는 것으로 나타났다.

• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2009년도 추계학술대회
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• pp.95-101
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• 2009

This study address the variables affecting customer satisfaction and purchase intention of discount stores and outlets, based on service quality affecting on customer satisfaction and purchase intention, aiming to help provide a service quality affecting on customer's interest, satisfaction and revisit around discount stores and outlets. Today, consumer needs are diversified, continually changing and differentiated. Under the market conditions of unlimited competition to satisfy those needs, businesses focus on relationship-building with customers, as well as on quality of Services. The present age, an age of knowledge economy, with blessed three changes: 'information', 'globalization', and 'service enablement'. The most noteworthy fact is that along with the development of technology and increase of income, the phenomenon of soft and service enablement of economy giving a great deal of weight on service has been progressively spread throughout the whole process of development, sales, consumption, and employment geared with development of technology and gains in earnings.

• 한국경영과학회지
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• 제40권2호
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• pp.79-93
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• 2015

Today, consumer needs are diversified, continually changing and differentiated. Under the market conditions of unlimited competition to satisfy those needs, businesses focus on relationship-building with customers, as well as on quality of service. As interests in the coffee market rise, in these days, coffee culture diffusion and coffee franchise chain increase have been proceeding under the lead of the young people. This study aims to find the effects of service quality on customer (Korean, Chinese and Foreigner) satisfaction using logistic regression. The results of this study show somewhat different characteristics depending on the characteristics of country people. It is expected that this study can be very useful in regard to similar business.