• Journal of Wellbeing Management and Applied Psychology
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• v.4 no.4
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• pp.26-30
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• 2021

Purpose: The study tried to make a comparison between local and global brand hotels with respect to the relationships among customer experiences, service quality, customer satisfaction and consumer-brand relationship. This study provided strategic implications according to its results. Research design, data and methodology: To this end, this study collected data from 300 participants who have stayed at local and global brand hotels in Seoul. SAS 9.4 was used for data analysis. Results: The results showed that experiential modules ('sense' module and 'feel-think-act') affected service quality (human service, physical service) in local brand hotels. But 'feel-think-act', one of experiential modules, only affected service quality in global brand hotels. Also, physical service only had strong effects on customer satisfaction with both local and global brand hotels. Finally, customer satisfaction was influenced by consumer-brand relationships for two hotel groups. But there were no statistically significant differences in all estimations between local and global brand hotels. Conclusions: In conclusion, the study provided some strategic implications that experiential marketing in hotel industry needs be practiced maintain the competitive advantage and sustain branding power and will result in stronger consumer-brand relationships in local and global brand hotels.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.4
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• pp.465-473
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• 2021

This research is motivated by the concept of online banking or Internet banking where consumers aren't required to visit a bank branch to complete most of their basic banking transactions. They can do all of this at their own convenience, wherever they want. This research aims to find out the role of e-satisfaction in mediating the influence of e-service quality on the e-loyalty of the customer of a private bank in Indonesia. The method of data collection in this research is by using probability sampling with the simple purposive sampling technique. Data that is collected from 205 respondents is the data that meet the criteria, which are the respondent needs to be a bank customer and must have an Internet banking account. The analysis method that is used is regression analysis through the SEM method with the aid of SmartPLS 3.0 software to test the significance of e-satisfaction role in mediating the relationship between e-service quality and e-loyalty. The research result shows that e-service quality has a significant positive influence on e-satisfaction; e-satisfaction has a significant positive influence on e-loyalty, e-service has a significant positive influence on e-loyalty, and e-satisfaction significantly mediate the influence of e-service quality towards e-loyalty.

• Journal of Industrial Convergence
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• v.22 no.7
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• pp.61-68
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• 2024

This paper explores strategies to enhance internal customer orientation from the perspectives of both disabled clients and people without disabilities (social workers) within vocational rehabilitation facilities. It proposes efficient operational strategies for these facilities through a literature review on the relationship between internal customer orientation and performance. In this process, it examines how satisfying internal customer needs and focusing on job satisfaction in service provision impacts the overall economic and social performance of the organization. The study also identifies practical strategies that can help vocational rehabilitation facilities overcome challenges and achieve sustainable development.

• Proceedings of the IEEK Conference
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• 2001.10a
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• pp.680-684
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• 2001

Since establishment some 25 year ago, AMITA Corporation has continued its attempts in meeting customer needs, in reducing costs for waste treatment. The solutions we have proposed in the past made use of our networks entailing Japan as well as the East Asian region. However, as enterprises have changed their perspective approaching environmental issues recently, as needs diversify, AMITA too has been changing its strategy to incorporate the use of Information Technology to provide consulting services. AMITA has set its goals in promoting modernization of the waste treatment industry, and optimizing the recycling market to reduce environmental impacts.

• The Research Journal of the Costume Culture
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• v.20 no.1
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• pp.1-17
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• 2012

The purposes of this study were to analyze factors of mass customization for hair salon's customers and to identify the differences among groups segmented by mass customization level. The self-administered questionnaire was used for data collection. The respondents were 423 women using hair salons. Factors of hair salon's mass customization implementation were sanitary condition & hair salon's staff, hair styling technique, communication service, tangible service, monetary support, convenience service, and visible service. Hair salon's customers were categorized into the high-level of needs group, the middle-level of needs group, and the low-level of needs group. The high-level of needs group consisted of university students or women with a higher education or higher income. This group selected beauty salons by the promotion or advertisements, preferred their own unique hair style or a little-fashionable hair style, and showed a lower level of patronage. The middle-level of needs group consisted of university students or women with a higher education or higher incomes. They selected hair salons by service prices, preferred a basic hair style, and showed a midium level of patronage. The low-level of needs group consisted of women with lower education or lower income. They selected beauty salons by career of hair dressers or the promotion or advertisement, preferred highly fashionable hair style, and showed high level of patronage.

• Journal of Korean Society for Quality Management
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• v.40 no.4
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• pp.513-530
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• 2012

Purpose: The requirement for legal services is going up by modern people living in the era of complexity and variety who want to resolve legal conflicts between individuals and improve their personal rights. Methods: In this study, we used both literature and empirical researches to achieve our goals. In literature research, concept of service quality, method of measuring service quality, and dimension of service quality were explored, relationship among service quality, customer satisfaction, and customer loyalty and hypothesis was made based on the above, and tested. To test the conceptual framework, structural equation modeling (SEM) has been used to analyze the data collected from 252 customers of Judicial Agents's Service. Results: This result is not consistent with that of advanced study; it was found that service has significant influence on customer trust, and the trust also has significant influence on customer satisfaction and loyalty. Conclusion: This study has limitations in terms of restricted service sectors and measuring methods. For this reason, the followings are needed to be considered for interpretation and generalization of the study results. We believe that further studies are needed to investigate other service areas as well as legal service at the same time, and study target which is limited to Gangwon Province needs to be expanded for more accurate investigation. In addition, in-depth follow-up study should be proceeded considering variables such as customer value, conversion cost, and image of service providers.

• Journal of Korea Society of Industrial Information Systems
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• v.23 no.5
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• pp.145-157
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• 2018

The purpose of this study is to explore ways of service recovery and procedures through the service failure cases depending on the employee capacity that leads to improving quality of the airline cabin service. This study was tested using the failure case of airline in korea. Since interrupting and discontinuing of customer service affect customer defections, customer satisfaction must quickly respond to the service's error situation. The service of the cabin crew is closely related to the customer's evaluation, the direct connection. Customer's objectives are to meet employee needs for service recovery and to recognize and analyze customer perceptions of human resources services, restore customer expectations and maintain contracts with customers. Therefore, this study proposes a set of strategies for effectively preventing and responding to customer related service failure in the airline cabin service.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.40 no.4
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• pp.87-95
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• 2017

This study aims to configure what dimensions make up for smart phone after service quality, and how this service quality affects customer satisfaction and customer loyalty. Smart phone market is a market of the device leading the digital convergence as well as positioning itself as one of the national growth driving industry. To survive in this matured market, companies should have to respond actively to radical changes and customers needs in the so-called Smart Revolution environment. Lately, however, the smart phone market is prospected to move from growth phase to mature phase by the scholars. In order to proactively respond to the change in such market condition, companies need to provide absolute advantage in customer loyalty over their competitors by revolutionizing the after-sales service quality. Qualified A/S will lead to service satisfaction and achieve customer loyalty. The empirical analysis results obtained through A/S quality are as follows : First, human quality (attitude, expertise, problem-solvability), environment quality (handling agility, convenience, comfort), service policy quality (quality guarantee, additional service operation) are dimensions that make up for A/S quality. Second, A/S quality dimension showed a significant positive influence on service satisfaction and A/S satisfaction showed a positive influence on customer loyalty as well. Based on this empirical study, we propose some implications for A/S quality improvement. First, human quality dimension has relatively higher influence on A/S satisfaction in case of free A/S, so companies need to solve the product problem completely when consumer's first visit by continual employee education. Second, in case of paid A/S, the service policy quality-especially A/S Warranty period- has higher influence on A/S satisfaction.

• Journal of the Korean Institute of Gas
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• v.11 no.2 s.35
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• pp.43-54
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• 2007

Despite the importance of customer satisfaction corresponding to the phenomenal development of the gas industries, supplier-centered management still prevails in the city gas industry due to the monopolistic market environment. However, customer's demands for diverse and higher services are ever growing in the midst of the development and the accelerated competition of the service industries. In this context, customer satisfaction management may be the best style of management for establishing a short, mid and long-term foundation of growth. This paper derives directions for improving customer satisfaction management in such 3 areas as systematic, technological and service improvement from the environmental changes as well as from the customer needs. Based on the survey and comparative analysis of customer satisfaction, we also suggest 5 growth strategies to maintain sustainable development of the gas industry in the midst of competitive environment between city gas companies and among diversified energy businesses and to protect rights of the city gas consumers.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.8
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• pp.553-563
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• 2021

Customer value has long been believed to be a direct trigger for increased tourist satisfaction, but as a mediating variable, it still needs to be proven further. This paper aims to examine the causal relationship between research variables, as well as to examine the role of customer value as a mediating variable in the relationship between service quality, brand quality, tourism products, customer value, and tourist satisfaction with tourists' objects. The population is tourists who visit tourist sites/destinations in the Gianyar Regency on the island of Bali, Indonesia, and the sample size is 270 respondents, selected through random sampling. Structural equation modeling (SEM), a multivariate statistical analysis technique, is used to analyze the causal relationships between variables. The results show that the model is accepted, and customer value is proven to be a positive mediating variable. The results also show that service quality, brand quality, and tourism products have an effect on customer value. This provides insight into the practical implications for tourism managers to increase the brand quality of tourist attractions as well as increase the professionalism and quality of tour guide services. This, in turn, will increase customer value and increase tourist satisfaction.