• Proceedings of the Korean Society for Quality Management Conference
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• 한국품질경영학회 2006년도 추계 학술대회
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• pp.294-301
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• 2006

This study attempts to investigate a general service sector model which aims to describe the extent to which customer repurchase intention is influenced by customer satisfaction, Customer loyalty, switching cost. This study attempts to investigate different group. Brand group 1 is higher Brand loyalty than Brand group 2. Brand Group 1 is 276 and Brand Group 2 is 271 consumers in service sector that they were used into data analysis. The data were analyzed by factor analysis and Structural Equation Model using SPSS and AMOS program. The results show that nearly all of the hypothesized relationships construct are supported. First, the direct effects of customer satisfaction on customer loyalty and switching cost were confirmed. The service company not only strengthens customer loyalty, but also strategically makes the most use of switching cost to satisfy customer satisfaction and create sustainable company advantages. Second, the interactive relationships among switching cost and customer loyalty were very significant. The proper management of these mediating variables plays key roles in connecting customer satisfaction with repurchase intention. Third, the effects of customer loyalty and brand preference on repurchase intention were supported but switching cost rejected in the path analysis. Implications of the results for path analysis are discussed and future research directions are offered.

• Culinary science and hospitality research
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• 제13권1호
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• pp.143-151
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• 2007

The purpose of this study was to fine out a relation to the profitability in the view of market-orientation and examine the roles of marketing efficiency and adaptability in foodservice companies. In the previous studies, because of the concepts of market-orientation have mostly focused on hotels or common companies, in this study aimed to foodservice companies. This study was on the basis of Kohli & Jaworski (1990)'s theory. For the validity verification of measured items, SPSS WINDOW 10.0 was used to analyze factors and, for the reliability verification, Cronbach's Alpha coefficient was used. The result was as follows. First, market-orientation has great influence on customer satisfaction and customer loyalty. Second, customer satisfaction and customer loyalty were acquired for the good marketing efficiency and adaptability in foodservice companies. Thus, from now on, the foodservice company need to carry out the market-orientation concept.

• East Asian Journal of Business Economics (EAJBE)
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• 제2권3호
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• pp.33-42
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• 2014

The main purpose of this study intends to study the theoretical interconnection between human response capability and customer relationship management advantage while considering the essential role of service application of information technology as direct, indirect (mediating), and interactive (moderating) influences in the theory. Based on the study sample, the new findings help comprehend the overall interconnected relationship which includes the direct and indirect (mediating) effects of information technology service capability and human response capability as well as their interaction (moderation) on customer relationship management advantage. The new insights interprets the two capabilities (human and information technology) are vital to business because they are the foundation set of service resources significantly to enhance customer relationship management advantage.

• Journal of Distribution Research
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• 제12권2호
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• pp.51-78
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• 2007

This study investigates what effects both customer trust in the headquarters and perceived customer justice(interactional, procedural and distributive) in agencies have on customer loyalty to the agency via customer trust and satisfaction with the agency. The data for analysis are obtained from 266 customers who are experienced in dealing with agencies. The results show the following : first, customer perceived justice has a significant positive influence on customer trust and satisfaction with the agencies. Second, customer trust in the headquarter has a significant positive influence on customer trust with the agencies. Third, customer satisfaction with the agencies has a significant positive influence on customer trust in the particular agency Fourth, both customer trust in and satisfaction with the agencies are found to have significant positive impacts on customer loyalty to the agencies. Finally, we presented suggestions for enhancing customer loyalty to the agencies.

• Journal of Distribution Science
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• 제22권6호
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• pp.95-106
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• 2024

Purpose: This study investigates the complex dynamics of consumer behavior in Vietnamese banking omnichannel environments, focusing on the roles of service consistency, service transparency, flow, perceived privacy risk, and loyalty intention. Research design, data and methodology: Using a sample of 422 Vietnamese bank customers, data analysis revealed significant relationships among the variables under investigation. Results: Firstly, service consistency was found to positively influence flow experiences and negatively impact perceived privacy risk, highlighting the importance of uniform service quality across channels in enhancing consumer engagement while mitigating privacy concerns. Similarly, service transparency was positively associated with flow experiences and negatively associated with perceived privacy risk, underscoring the importance of transparent information dissemination in fostering immersive consumer experiences while alleviating privacy apprehensions. Furthermore, both flow experiences and perceived privacy risk significantly influenced loyalty intentions, indicating the pivotal roles of engaging experiences and data security in driving consumer loyalty. Additionally, mediated relationships were observed, demonstrating the interplay between service consistency, service transparency, flow, perceived privacy risk, and loyalty intention in shaping consumer behavior in omnichannel contexts. Conclusions: These findings provide valuable insights for retailers and marketers seeking to optimize consumer experiences and cultivate loyalty in omnichannel environments by prioritizing consistency, transparency, and data privacy protection.

• Journal of Distribution Science
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• 제19권12호
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• pp.23-32
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• 2021

Purpose: By integrating multiple separate online, offline distribution channels, omnichannel distribution has modernized and revolutionized the retailing sector. Omnichannel distribution supports firms by delivering seamless shopping experiences for customers throughout all touchpoints of the shopping journey. This paper aims at exploring the impact of channel integration quality on customer experience and patronage intentions in the omnichannel distribution context. Research design, data and methodology: An online survey was taken with 351 omnichannel experienced shoppers by utilizing the structured questionnaire. The partial least square-structural equation modeling (PLS-SEM) and Smart PLS software were employed to analyze and test proposed hypotheses. Results: The findings reveal that channel integration quality dimensions including breadth of channel-service choice, transparency of channel-service configuration, content consistency, and process consistency, play crucial roles in the customer shopping experience. The perceived compatibility has been influenced by the integrated interactions in which content consistency and process consistency. The findings also demonstrate the positive and direct impact of perceived compatibility on customer experience, and both factors have substantial effects on customers' patronage intentions. Conclusions: This study sheds light on the literature on channel integration quality, omnichannel retailing experience and customer patronage. In addition, this study provides practical implications for omnichannel retailers in enhancing customer experience and patronage.

• Management & Information Systems Review
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• 제35권1호
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• pp.155-172
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• 2016

Customer participation behavior(CPB) and customer citizenship behavior(CCB) which are customers' active functions and roles implemented in service encounter contribute to the service quality. Thanks to these ideas, many researches focus on the influences of these two customers' behaviors on relational outcomes, additionally. However, when examining the characteristics of CPB and CCB, it is notable that CPB and CCB are positively influenced by relationships between customers and firms, adversely. In other words, it is necessary to find that commercial friendship representing a deep relationship can address these two customers' behaviors, as well as may influence relational outcomes. As results, intimate friendship between a customer and an encounter provider has a positive influence on CPB and CCB, expectedly. These findings show that customers having prior contacts can play active roles in a service encounter. Additionally, it is identified that CPB and CCB have positive influences on the relational outcomes such as customer cooperations. Consequently, CPB and CCB are likely to be on the loop of a relational circulation.

• Management & Information Systems Review
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• 제25권
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• pp.1-34
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• 2008

This empirical research examined the effects of organizational service orientations on business performance since the service orientations had been considered very importantly for delivering excellent service quality in many studies. The purpose of this study was to investigate the relationships among service orientations, customer orientations, employees' job satisfactions and business performance in medical service organizations. A model and hypotheses on the basis of this model were developed. And data from employees in medical service organizations were collected using questionnaires. Respondents were asked to related variables of their organizations. A total of 217 questionnaires collected were used to test hypotheses. The results obtained were as follows; first, service orientation factors had a positive significant effect on customer orientations, employees' job satisfactions and business performances. Second, employees' job satisfaction had a positive significant effect on their customer orientations. Third, customer orientations and employees' job satisfactions had a positive significant effect on business performances. Thus, it is advisable for managers or operators to emphasize service orientations in medical service organizations. This study is specific to ambulatory service in a medical service organizations, so generalizing the results to other area may not be possible. Although this study may help to guide the roles of service orientations, customer orientations, employee satisfactions and business performances in medical service organizations, future studies should consider other relative variables.

• Journal of Distribution Science
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• 제20권10호
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• pp.93-103
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• 2022

Purpose: This study aims to determine the relationship between disruptive factors and customer satisfaction at chain stores. Survey-based questionnaires were designed in the distribution technique to measure the findings in this study. Research design, data, and methodology: In terms of the sampling technique, the researchers adopted the simple random sampling technique with a total of 200 sample sizes. For the statistical method, the researchers applied multiple linear regression analysis to determine the potential factors that affect customer satisfaction at chain stores. The analysis of this study measured how product quality, pricing policies of chain stores, design and layout, responsiveness, and location of chain stores impart their roles in customer satisfaction. Results: This study found a significant relationship between the product quality and location of chain stores on customer satisfaction. In addition, the responsiveness, pricing policy, and physical design of chain stores impart an insignificant role in customer satisfaction. However, it is proven that the location of chain stores and product quality positively impact customer satisfaction. Conclusions: The study is geographically limited to the region of Karachi, Pakistan. Therefore, the findings may differ in the context of study implications in the other areas.

• Journal of Distribution Science
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• 제22권3호
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• pp.21-31
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• 2024

Purpose: The primary aim of this study is to explore how social media marketing influences customer purchase intention, focusing on the roles of customer engagement and trust as mediators. Research Design, Data, and Methodology: The investigation utilized an online survey conducted in Chinese on the Questionnaire Star platform. It targeted male and female consumers aged 18 and above who purchase products online, yielding 1107 valid responses from across major Chinese cities. Results: Analysis reveals that social media marketing significantly affects customer purchase intention in a positive manner. It also enhances customer engagement and trust, which serve as crucial mediating variables linking social media marketing to purchase intention. The study found that engagement and trust facilitate brand identification and alignment, thereby directly boosting purchase intention. Conclusion: The findings offer essential insights for businesses aiming to improve their social media marketing impact on consumer behavior. It highlights the importance of fostering user engagement and trust, as well as creating a favorable brand image. These elements are key to influencing consumer purchase decisions within social media contexts. The study advises businesses to engage deeply with consumers and build trust, providing practical recommendations for navigating the evolving social media environment towards sustainable growth.