• Journal of Korean Library and Information Science Society
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• v.40 no.2
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• pp.267-286
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• 2009

This study develops the LCSI(Library Customer Satisfaction Index) to measure the customer satisfaction of public libraries from 4,540 public library users in Daegu Metropolitan City area. LCSI consists of three variables; service quality divided into three primary dimensions(interaction of personnel), library resources and programs, physical environment and facilities) as independent variables, overall satisfaction and customer complaints as parameter, and customer loyalty as dependent variable. This model calculates LCSI scores at the ratio of 40% in satisfaction index to three dimensions of library service quality, 40% in overall satisfaction, and 20% in customer loyalty.

• The Journal of Asian Finance, Economics and Business
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• v.9 no.7
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• pp.153-171
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• 2022

To measure economic performance, customer satisfaction indices are constructed. This study proposes an index for banking and telecom, a significant evaluative system for comparing and enhancing customer satisfaction across the industries. The study suggests and examines amendments and improvements to the prior indices and incorporates ignored indicators to propose a punier index for Pakistan. The study is a pioneer in integrating online and offline indices into a single comprehensive model. The study is enriched by the Theory of Reasoned Action and Technological Acceptance Model. A sample of 320 respondents was used. The sample was divided based on gender and marital status. To authenticate the theoretical model, PLS-SEM was applied. We discovered nine latent variables that define customer satisfaction and conclude that a single model can be utilized for e-commerce enterprises as well. The index scores are comparable to the American index for banking and the Turkish index for telecom. Multi-group analysis (MGA) was used to comprehend the differences among the groups. This reveals that customization, design, reliability, and responsiveness induce satisfaction in telecom male and married customers. For the banking industry, the difference exists in complaint handling, customization, corporate image, perceived price, reliability, responsiveness, sentiments, convenience, and security to satisfaction links, image and complaint handling to loyalty links.

• International Journal of Quality Innovation
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• v.10 no.2
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• pp.109-126
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• 2009

The purpose of this study was to examine overall customer satisfaction associated with medical service quality in Taiwan by integrated Kano's model and customer satisfaction index model. Another purpose was to confirmed nonlinear and asymmetric relationship of Customer Satisfaction and Quality Performance by the research outcome. By analyzing 1,100 patients or their family members, this study used the structural equation model (SEM) with AMOS software for data analysis. The results show that must-be attributes, one-dimensional attributes and attractive attributes had a direct effect on overall customer satisfaction, Surprisingly, overall customer satisfaction had positively influenced customer loyalty customer satisfaction had negatively influenced customer complaints. The study also found that customer complaints have direct effect on customer loyalty. Importantly, the study found out the must-be attributes, the attractive attributes and one-dimensional attributes increased, the level of overall customer satisfaction also increased. The customer satisfaction positively influences customer loyalty in medical service quality in Taiwan. The findings might reveal new insights for researchers dealing with quality of medical service and for hospital managers who devote resources exclusively to achieving highest possible levels of patient satisfaction.

• East Asian Journal of Business Economics (EAJBE)
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• v.7 no.1
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• pp.1-16
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• 2019

Purpose - For the development of fresh food shopping malls, consumers should continue to experience loyalty and favorability for the company's products or brands, and this should lead directly to purchase so that active word-ofmouth and recommendation should be encouraged. Therefore, the purpose of this study is to investigate the effect of e-service quality and e-ERM on e-loyalty with customer satisfaction and commitment as mediators. Research design, data, and methodology - This study was conducted by sample survey method on 320 online customers who have experience in using major online fresh food shopping malls for more than one year. Data analysis methods were frequency analysis, confirmatory factor analysis, reliability analysis, correlation analysis, and structural equation model analysis. Result - Hypothesis 1 through Hypothesis 7 were all supported. The results of this study suggest that e-service quality and e-CRM of online fresh food shopping malls have a significant effect on satisfaction and commitment. Therefore, the conclusion has been derived that the focus of this study, that such satisfaction and commitment have a significant effect on e-customer loyalty. has been supported theoretically and empirically. Conclusion - This study suggests that studies on customer loyalty based on activation commerce factors related to fresh food in online shopping malls will be an index that can reflect on customer's needs corresponding with future trends of not only online shopping malls but also offline shopping malls.

• Journal of Venture Innovation
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• v.1 no.2
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• pp.61-73
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• 2018

Many studies have focused on improving the predictability of influential variables in the area of customer services. For a long time, customer satisfaction index(CSI) were the best matrics of customer loyalty. In 2003, net promoter score(NPS) was introduced and in many cases this matrics was more predictive than CSI. In 2010, customer effort score(CES) was introduced and in the service areas this matrics was more predictive than CSI and NPS. This study compared with 3 matrics based on the criteria which composed of basic assumptions, time perspective, measuring items, objectives of matrics, application areas, and limitations of application. The dominant matric which was applied in all functions and industries was not exited. For the purpose of improving predictability, single or compound matrics are useful according to industries and usage.

• Journal of Information Technology Applications and Management
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• v.24 no.4
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• pp.171-185
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• 2017

This paper tried to examine the effect of the policy on companies' CSR activities and what kind of a role does CSR have in determining Customer Loyalty in Indonesia. This paper is divided into two parts, the first part is designed to find out whether the Indonesian government law has successfully made the companies perform better CSRs. We do this by using the ICGC Index of the companies registered and comparing their scores before and after the implementation of the policy. We will then use the paired sample t-test to find out if there is an increase in the overall scores of the companies and/or only the natural resource-related companies. The result showed an upward trend in the ICGC scores for all the companies which the Indonesian government law is intended to. In the second part, Manfred Schwaiger's components and parameters of corporate reputation was referred and used on Indonesian customers. We asked participants whether they think natural resource-related companies perform better CSRs and then we also tried to find out what factors really affect their loyalty towards companies or brands by conducting Multiple Regression Analysis. From the 4 factors that we have prepared, which consist of Performance, CSR, Quality and Attractiveness, Quality is the most influential towards determining our survey participants' Customer Loyalty. Surprisingly, CSR is insignificant in directly influencing Customer Loyalty. But, our research did find out that CSR does moderate Quality and Performance in their relationship with Customer Loyalty. Meaning that CSR has no effect in a direct relationship but it can increase the effect of Quality and Performance in determining Customer Loyalty. Unfortunately, CSR has no moderating effect in increasing the effect of Attractiveness towards Customer Loyalty.

• The Korean Journal of Applied Statistics
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• v.21 no.2
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• pp.211-219
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• 2008

Customer Loyalty is very important for a company to be survived and to make profit for a long time. Especially, since the credit card company has to manage proper card members and merchants, the CRM(Customer Relationship Management) is much emphasized. A loyalty score is more essential to credit card companies which provide differential financial services based on card members and merchants than any other companies. In this paper, we discuss behavioral measures to define customer loyalty and suggest a method to make loyalty score with an example of a credit card company. The loyalty score developed is considered easy to understand and simple to apply in card industry. In the development of loyalty score, first, we define the loyal customers and non-loyal customers by measuring variables indicating loyalty. And we perform individual logistic regression by each exploratory measuring variable and obtain the weight of measure variables using Chi-square statistics which is used for model fitness. The loyalty score suggested shows very stable results in terms of PSI (Population Stability Index) as time goes.

• Journal of the Korean Society for Library and Information Science
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• v.47 no.4
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• pp.335-361
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• 2013

This study tries to develop the so-called LCSI (Library Customer Satisfaction Index) Lite for public library which can be used easily in the fields as a simplified model. Its conceptual model is developed from the former research about library service quality and customer satisfaction. Based on the analyses on the twenty Delphi-type AHP questionnaires both from the library researchers and from the public library practitioners, and on the analysis and testing of the structural equation model using the data from the more than 800 user questionnaires, it suggests a model which consists of total 15 items - namely 8 items for service quality (2 for personnel, 4 for library resources and services, 2 for facilities and environment), 3 items for customer satisfaction, and 2 items for loyalty. Library Satisfaction Index for public library will be calculated by the sum total of service quality (50%), customer satisfaction (40%), and loyalty (10%).

• CRM연구
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• v.2 no.1
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• pp.15-32
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• 2009

Companies consider customers as an equity, which is expected to increase customer loyalty. However, customer loyalty does not linearly increase in real world by the customer equity always. This research investigates a mediating variable which influence the relationship between customer equity drivers and customer loyalty. We focus on customer value as a customer equity driver which is the most basic factor among customer equity drivers. We examine that online trust as a mediator between the customer value and customer loyalty in on online shopping mall context. Customer value consists of perceived convenience, quality, and price. Findings indicate that online trust mediates the relationship between customer value and customer loyalty. Especially, online trust perfectly mediates the perceived convenience and the perceived quality. The perceived convenience influences online trust most significantly and perceived quality and perceived price are following in the order of strength. Our results implicate that online trust is an important mediator of the relationship between customer equity and customer loyalty in online shopping mall context and need to be managed as a customer relationship management index to increase customer loyalty. In addition, perceived convenience is the most important factor to increase online trust in matured online market.

• Journal of Korea Multimedia Society
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• v.19 no.8
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• pp.1574-1586
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• 2016

The aims of this research is to build Customer Delight index contents model for measuring the influential factors - Customer Delight and identify the relationship among Customer Delight, Customer Satisfaction and Customer Loyalty. Customer Delight hypothesis model was proposed by Catering Service Industry of Starbucks and validate the final questionnaire; 7 point Likert scale was used in the questionnaire, Exploratory Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA) are used to analyze the reliability. And path analysis was used to evaluating the final hypothesis model. The results of this research was that the customer Self-involvement can lead to high awakening level and it also bring positive emotion to the customer. Awakening Level and positive emotion were the key factors for the Customer Delight. Instead of customer expectation, Customer Delight is based on customer awakening level and positive emotion which is different from Customer Satisfaction model. It is clearly to see the discrepancies between Customer Delight and Customer Satisfaction.