• Journal of Fashion Business
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• v.14 no.3
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• pp.97-115
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• 2010

The purpose of this study is to compare and analyze the relationship among image, customer satisfaction and loyalty of fashion Extension brands. It is expected that this study will provide guidance to fashion companies that are planning to expand their brand in setting up marketing strategies and service strategies. The results of the study are the following. First, women consumers in their 20s had an perception that second brands provided diverse and unique products at cheap prices. However, after purchasing the products, they recognized that the second companies' service level was not so satisfying. Second, consumers were satisfied with the brand awareness, reputation, image, design, color, and packing conditions of the second brands while being not satisfied with the pricing. Third, when the study examined brand loyalty of second brands, consumers have shown high loyalty to the four subsidiary brands. Fourth, the satisfaction level for the four second brands had a significant effect on the brand loyalty for each second brands.

• The Korean Journal of Franchise Management
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• v.6 no.2
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• pp.51-66
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• 2015

As competition for better service between corporations is getting fierce, many efforts to improve service quality are being made endlessly. The quality of service is directly associated with customer satisfaction and the employee performance of emotional labor is a key factor to attain a high level of customer review and better corporation image. This study examines an influence of emotional labor on job stress and customer orientation in the context of a service franchise firm. The results are as follow. First, deep acting of emotional labor has a negative influence on job stress, and surface acting of emotional labor has a negative influence on customer orientation. Also, job stress has a negative influence on customer orientation. Second, deep acting of emotional labor does not have a positive influence on customer orientation. Third, surface acting of emotional labor does not have a positive influence on job stress. The findings of this study show that deep acting of service based on an employee emotion can produce the employee's better service attitude by decreasing employees' job stress, but standardized surface acting of service cannot. Therefore, franchisor needs to use employees' deep acting to improve the franchisee service quality.

• Quality Improvement in Health Care
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• v.12 no.1
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• pp.40-51
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• 2006

Backgrouds : This study was performed to compare the satisfaction levels for health examination programs provided by between the Korea National Health Insurance Corporation (KNHIC) and private healthcare organizations in Korea. We investigated factors associated with the satisfaction level for the KNHIC health examination. Also, factors explaining for the additional receipt of private healthcare organization's examination were identified. Methods : A self-administered questionnaire survey was conducted in June 2004 with 250 beneficiaries of the KNHIC industrial workers' program and 100 beneficiaries of the KNHIC selfemployed program. A total of 297 completed the questionnaire, including 213 (85.2%) and 84 (84.0%) for each insurance program. Ten questions measuring satisfaction levels for each examination program were rated on a scale ranging from 1 (strongly unsatisfied) to 5 (strongly satisfied). Results : Among the subjects receiving both examinations, the mean satisfaction level for the KNHIC examination (3.07) was significantly lower than that for the private healthcare organization's examination (3.50) (p<0.05). The KNHIC examination showed lower satisfaction for all of the 10 items than the counterpart. In particular, the KNHIC examination had the scores of lower than 3.0 for the items reflecting post-examination management services. According to the multiple regression analysis results, the satisfaction for the KNHIC examination was positively associated with the positive attitude toward health examination(${\bullet}$,=0.38, p<0.00). The logistic regression results showed that the likelihood of receiving the private healthcare organization's examination in addition to the KNHIC examination increases as the respondents were less healthier(OR=0.29, 95% CI = 0.10¢¶0.84), the satisfaction level for the KNHIC examination decreased(OR=0.46, 0.28¢¶0.75) or the attitude toward health examination was more positive (OR=2.56, 1.31¢¶5.12). Conclusion : The relatively low satisfaction level for both examination programs suggests that there's ample room for improvement of health examination services in Korea. The negative association between additional receipt of private healthcare organization's examination and satisfaction level for the KNHIC examination implies that the improvement of the satisfaction for the KNHIC examination would help to reduce the national expenditure spent on the additional examination.

• Culinary science and hospitality research
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• v.16 no.1
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• pp.24-37
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• 2010

In recent years, a number of Korean-themed restaurants have opened in China. It is necessary to know present situation in China and attract Chinese people so that restaurant managers can carry out marketing communication strategies to make the restaurants result in a stronger position in China. The primary objective of this research is to explore the important selection attributes when choosing a Korean-themed restaurant to dine out and to identify which attributes are critical in influencing customers' overall satisfaction. The target sample was Chinese who had visited a Korean-themed restaurant in Shenyang, China. The results of this study stated that the importance of the selection attributes varied with consumer's age, marital status, education, occupation, and the average monthly family income. Meanwhile, the satisfaction of the selection attributes varied by consumer's age, marital status, occupation, and the average monthly family income. Regression analyses demonstrated that both 'value and service' and 'food' importance factors had direct and positive impacts on the level of customers' overall satisfaction. Furthermore, 'food and price' and 'atmosphere and service' satisfaction factors have positive impacts on customers' overall satisfaction with the restaurant. Marketing implications for restaurateurs along with suggestions for future research were provided in this research.

• Journal of Fashion Business
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• v.12 no.1
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• pp.45-62
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• 2008

The purpose of this study is to identify how the components of a fashion show can influence the perception of the spectators, and what the spectators most like in a fashion show. Through the analysis on the literature reviews and in-depth interviews with professional's organizing fashion shows we established a list of the main components, which allowed us to set up a questionnaire. The results regarding the viewing satisfaction of the spectators at a fashion show were investigated and came out as follows: First, the components of fashion show are generally viewed to be four factors: the program, the directing, the model, and the sets. These four factors are influencing the perception of the spectators and are very important to the success of a fashion show and the enjoyment of a fashion show by spectators. Second, it is shown to us that the most influential factor for the perception is 'the directing'(stage scenery, background music, lighting, effects etc.), and the next is 'the sets'(convenience seat, display, service facilities etc.). So, in order to raise the level of satisfaction for the spectators, it is advisable to concentrate on these two main factors. Finally, we would suggest that the organizer of a fashion show shall carefully analyze how spectators understand and perceive the components of a fashion show. This study provides information about how the components of a fashion show can influence the spectator's perception and presents suggestions on how to improve a fashion show by reorienting it towards the satisfaction of the spectator. In addition, there needs to be a strategy by customer satisfaction experience to reinforce a customer-oriented fashion show and heighten a viewing satisfaction for spectators.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.16 no.28
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• pp.173-180
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• 1993

This paper is to propose the procedure for improving the level of product specification in statistical process control using loss function. The procedure proposed in this paper is extended to the Taguchi's Quality engineering concept This procedure will be useful in establishing product specification. This paper is aimed to provide customer satisfaction for consumer and quality management for producer.

• Journal of the Korean BIBLIA Society for library and Information Science
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• v.32 no.4
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• pp.135-159
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• 2021

This study aims to analyze communication and experiences between public libraries and to identify these factors affect user satisfaction. Customer experience management (CEM), which is currently used in various fields of management and marketing, was applied to segment and analyze user experiences. After reviewing CEM research in marketing and management to derive user experience points, set physical environment, human factors, communication, and service as independent variables, emotional pleasure as parameters, and user satisfaction as dependent variables. Based on this, questionnaire items were constructed. The survey method was conducted in two ways, online and offline (face-to-face), and statistical analysis was performed based on a total of 60 questionnaires collected. The results indicate the higher the user's experience with the physical environment and convenience, the higher the satisfaction level, but library accessibility had no significant effect. In addition, library staff attitude and problem-solving ability had a great influence on user satisfaction, and problem-solving ability had a more important influence than kindness and emotional pleasure was found to have an mediating effect.

• Fashion & Textile Research Journal
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• v.17 no.6
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• pp.907-918
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• 2015

With the pervasiveness of digital environment and expansion of new media, ICT (Information and Communication Technology) leads the role of consumer to change from a passive customer into an active co-producer. As customer participation in the fashion industry increases, this study attempts to explore the cases of customer participation as a co-producer in fashion industry through analyzing business models of companies, including Threadless, Blank label, Cut on Your Bias, Acustom Apparel, Thinkgivers. The results show that customer participation is mainly facilitated through design participation in fashion industry, with different level of participation and IT as well as different contribution target. Compared to the past, consumer’s preference is reflected through participation before the stage of production. Results indicate three main characteristics of customer participation in fashion industry. First, value co-creations using customer experiences and understanding customer needs are important. Second, active online communication among customers are critical. Third, it is important to ensure customer’s own item. From a customer perspective, participation enables them to purchase their own distinctive product and offers exciting experience and satisfaction over the production processes, and compensation can be used to increase customer participation. On the other hand, companies using customer participation can take advantage of cost reduction in product development, inventory, and marketing. Customer participation, as a win-win strategy for business and consumer, is expected to expand further in the future with the development of ICT.

• Journal of the Korea Safety Management & Science
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• v.21 no.1
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• pp.9-16
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• 2019

Logistics companies are worrying about securing of differential competitiveness so as to be competitive companies in keen logistics market. The ground is how users are satisfied by sell-established service system to respond not only economic feasibility of logistics costs but also diversity and advancement of logistics needs. The competitiveness of logistics companies is also caused by customer satisfaction of service and only companies finding and satisfying customer needs continuously may be more competitive. For the competitiveness, it's the most important to analyze demands of current and potential customers and their pursuing value properly. Therefore, this researcher grasped PSL for online logistics service users with 5-point Likert-scale and quality-level decision method that consider the weighted value based on Kano model, measured customer's potential Demand for service through PCDI, and suggested methodology for deciding the priority of the improvement with loss function of Taguchi.

• Journal of the Korean Society for information Management
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• v.30 no.4
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• pp.133-154
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• 2013

The purpose of this study is to analyze service quality factors that affect user satisfaction of NDSL Open Service (NOS) and to improve standards of open service for sharing information through the user satisfaction survey. User satisfaction indexes were developed to measure the all aspects of the NOS services. The quality index, satisfaction index, and performance index were identified in this survey. According to the survey findings, the levels of social quality and social satisfaction are relatively high, this shows the positive evaluation and expectation of researchers for open services. However, relatively low level is identified in area of service process quality. Therefore, NOS requires method to help easily take advantage of OpenAPI and strategy to increase service process satisfaction and service environment satisfaction.