• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.19 no.3
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• pp.69-79
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• 2024

Companies should resolve consumer dissatisfaction and increase brand loyalty by actively identifying the factors of consumer dissatisfaction and proactively responding to expected complaint behavior to induce repurchase. This is a management goal that should be pursued in common regardless of the size of the company. The specific purpose of this study is to find out whether the degree of dissatisfaction differs depending on whether or not consumers' expected performance before purchase and the actual perceived performance after purchase is compared, whether the degree of dissatisfaction affects the type of complaint behavior, which is a subsequent behavior, and whether the attributable behavior has a moderating effect in this process and whether the persistence of the result and the controllability of the cause act as a factor that determines the attribution position. In particular, compared to general companies, venture companies are more likely to overload the information processing ability of managers and are likely to make various irrational errors in decision making, so this study has important academic and practical implications. As a result of the analysis, the negative inconsistency group had the highest degree of dissatisfaction, and the higher the degree of inconsistency, the higher the dissatisfaction. The attributable behavior of unsatisfied consumers had a moderating effect on the degree of dissatisfaction, and the dissatisfaction was significantly higher in the external attributable group than the internal attributable group, which was statistically significant. On the other hand, the persistence of the result had a statistically significant effect on the attribution position, but the controllability of the cause was not. The degree of attributable behavior and dissatisfaction did not affect the type of complaining behavior, showing limited influence. Along with the interpretation of these results, this study presents various implications, especially for small and medium-sized/venture companies that provide new durable products.

• Journal of the Korean Society of Clothing and Textiles
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• v.23 no.3
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• pp.459-470
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• 1999

The objectives of this study were to investigate the difference the clothing shopping orientation and clothing satisfaction according to satisfaction·dissatisfaction group to examine how the clothing satisfaction was influenced by consumer values demographic variable clothing shopping orientation. The subject were 457 women in Seoul Korea The results of the study were as follows. 1. five factors of clothing shopping orientation (SO) derived by factor analysis : F.1. conspicious SO : F,2 search SO: F,3 recreational SO : F,4 addictive SO :F,5 independent SO . Two factors of terminal value derived by factor analysis : F,1 responsible : F.2 ambitious. 2. Satisfaction group had high levels of search SO, dissatisfaction group had high levels of addictive SO. Satisfaction group was satisfied with color style appropriateness for wearer in order dissatisfaction group was dissatisfied with care price size in order. 3. Conspicious SO were influenced bysocial stratification social recognition and happiness. Search SO were influenced by dwelling area and age. Recreational SO were influenced by social stratification social recognition and responsible value. Addictive SO influenced by responsible value social recognition and happiness. independent SO were influenced by marital status and ambitious value. 4. Clothing satisfaction was influenced by addictive conspicious SO happiness and recreational SO(R2=24.6)

• Culinary science and hospitality research
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• v.11 no.2
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• pp.14-31
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• 2005

The findings of the study would be valuable for the basis of marketing strategies to be implemented in the foodservice industry. As a result of the exploratory factor analysis, major consumer dissatisfaction factors identified in this study can be categorized based on the followings: food, service, and facilities. It appears that most preferred medium for unsatisfied consumers to file their employees how to cope with complaints on the Internet. In terms of psychological compensation, it appears that consumers need to be provided with a through explanation in addition to a heartfelt apology against a complaint. On the physical side of compensation solution for everybody. The ideal timing of compensation for complaints can vary but it would be appropriate to leave it up to consumers to choose when they want to be rewarded.

• The Journal of Information Systems
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• v.20 no.3
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• pp.257-277
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• 2011

The current study categorizes factors of smartphone into three, using KANO model: attractive factors which cause only product satisfaction, must-be factors for dissatisfaction, and one-dimensional factors for both. Based on it, it presents a new model for the effects that smartphone factors have on satisfaction or dissatisfaction. The purpose is to theoretically explain that smartphone factors on which companies and users place a high value can actually affect satisfaction or dissatisfaction. After choosing 15 factors out of 25 which had been selected through literature study, these were divided into attractive, must-be, and one-dimensional ones. 93 out of 109 questionnaires returned were used for analysis. After frequency analysis using SPSS were conducted on the surveys, the factors were grouped, based on KANO table. The grouping results are as follows. Attractive factors include 'expansion slots for external memory, battery desorption, brand awareness, mobile banking and internet telephony'. Must-be ones include 'multi-touch, information security, entertainment, information retrieval, location based service and SNS. Finally, 'screen visibility, size of internal memory, the amount of internal memory, battery life, and response to after-sales service' are classified as one-dimensional factors. A critical finding of this paper is that since the results are different depending on the operating system of smartphones, it must be taken into consideration in studies on smartphones. The wide and rapid spread of smartphones has changed people's lifestyle as well as business environment, which forces companies to compete with each other to adapt to the changed circumstances. In this competitive system, studies on smartphone factors of satisfaction and dissatisfaction are essential for firms to establish a new strategy. From this point of view, the present paper is expected to be a basic material for enterprises not only to develop goods and services that maximize customer satisfaction and minimize dissatisfaction, but also to establish the future business strategy.

• Journal of the Korean Society of Clothing and Textiles
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• v.34 no.4
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• pp.563-574
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• 2010

This study focused on the consumer post-complaint behavior in the Internet open market due to the rapid growth of Internet fashion markets and increased consumer dissatisfaction that has increased post complaint behavior. This study identifies the effect of perceived justice on consumer trust and repurchase intention, it then compares the effects of perceived justice on consumer trust and repurchase intention among the different types of dissatisfied groups. The respondents were 369 consumers who experienced dissatisfaction in the Internet open market. The data were analyzed by factor analysis, path analysis, ANOVA, cluster analysis using SPSS win 12.0 and Amos 7.0. In the research model, three components of perceived justice: distributive justice, procedural justice, and interactional justice have significant effects on trust. Trust has a positive effect on repurchase intention. Dissatisfied consumers were clustered into three types of those dissatisfied with 1) shopping mall/shipping, 2) service, and 3) products. The consumer groups classified by the types of dissatisfaction showed different effects of perceived justice on trust and repurchase intention in the Internet open market.

• 한국경영정보학회:학술대회논문집
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• 2008.06a
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• pp.400-410
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• 2008

As the number of blog users has been increasing significantly, a lot of studies have been carried out to find out what makes people use a blog or feel satisfied with it. However, most of the previous studies assumed that dissatisfaction is the opposite of satisfaction and a person who is dissatisfied with a blog does not use it, failing to explain about blog users who do not feel satisfied with their blogs but use them continually. In addition, the studies found out just blog users' motives and satisfying factors in using blogs, and did not suggest any way to improve and promote blog services. Against this backdrop, this study conducted a survey of blog users in order to examine how the satisfying factors of a blog selected through a prior study affect both satisfaction and dissatisfaction of a user. The survey results showed that the satisfying factors are divided into two groups: group A which affect satisfaction and dissatisfaction equally, and group B which affect them differently. Based on the results, this study subdivides group A into high involvement factors and low involvement ones, and group B into motivators, which strongly affect satisfaction, and hygiene factors, which strongly affect dissatisfaction. According to characteristics of each group, this study suggests ways to improve and promote blog services.

• Journal of Fashion Business
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• v.18 no.6
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• pp.1-18
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• 2014

The purpose of this study is to examine the influence of sociocultural attitudes toward appearance and narcissism on body stress. Questionnaires are being administered to 206 women in their 20's-50's living in Deagu and Kyunbook province. The Frequency, factor analysis, reliability analysis, correlation analysis, regression analysis, ANOVA, and Duncan-test are used for data analysis. Sociocultural attitudes toward appearance are categorized into media appearance internalization and social recognition of appearance. Narcissism factors are found to be leadership/privilege, ostentation, and superiority. Body stress is categorized into 4 factors: weight stress, skin aging stress, body dissatisfaction, and hair stress. Sociocultural attitudes toward appearance was related to the sub-variables of narcissism, and body stress. Media appearance internalization is the sun-variable of sociocultural attitudes toward appearance and has significant effects on weight stress, skin aging stress, and body dissatisfaction sub-variables for body stress. Ostentation, and superiority being the sub-variables of narcissism, have significant effects on weight stress, skin aging stress, body dissatisfaction, and hair stress, the sub-variables for body stress. Ages of women display distinctions between the sub-variables in sociocultural attitudes toward appearance such media appearance internalization, and in narcissism such leadership/privilege, ostentation, superiority, and body stress such weight stress, skin aging stress, body dissatisfaction, and hair stress. This result can be a necessary base line data for adult women's appearance management by examining the influence of the attitude toward the appearance developed from the relationship with people around body stress.

• Women's Health Nursing
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• v.25 no.1
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• pp.86-98
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• 2019

Purpose: The purpose of the study was to determine effect of incivility, resilience, and social support experienced by nursing students on burnout in clinical practice. Methods: Subjects were 140 nursing students who agreed to participate in this study. Collected data were analyzed using descriptive statistics, t-test, analysis of variance, Pearson's correlation and stepwise multiple regression with SPSS WIN 23.0 program. Results: Burnout showed significantly positive correlation with incivility but significantly negative correlations with resilience and social support. Factors affecting burnout were satisfaction with major-dissatisfaction, satisfaction with major-average, social support, grade, and relationship with peers. Satisfaction with major (dissatisfaction) had the greatest effect on burnout, explaining 41% of the total variance. Conclusion: According to this study, dissatisfaction with major was identified as the most significant factor influencing burnout of nursing students in clinical practice. Therefore, it is important to develop and implement programs that can reduce dissatisfaction with major and increase social support and relationship with peers in order to lower burnout of nursing students. In addition, a systemic management of fourth-grade students with a high level of clinical practice is necessary to reduce the level of clinical practice. The authors declared no conflict of interest.

• Journal of Korean Academy of Fundamentals of Nursing
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• v.12 no.3
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• pp.298-306
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• 2005

Purpose: The purpose of this study was to examine satisfaction and dissatisfaction factors with the method of testing practice in Fundamentals of Nursing with the students using checklists. Method: Subjects were 251 students doing three month practice. Checklists by K Publishing were used to assess skill in measuring blood pressure and sterilized. Measure for satisfaction and dissatisfaction factors were developed by researcher through a literature review. Collected data were processed using SAS. Results: 1. Average score for satisfaction was $3.49{\pm}0.68$ for theoretical subjects of basic nursing, $3.44{\pm}0.72$ for practical subjects and $3.29{\pm}0.74$ for practice. Average score for interest was $3.71{\pm}0.73$, 2. Average score for general satisfaction was $3.52{\pm}0.56$, and the satisfaction factor with the highest score was 'It was helpful in improving practical skills after the test'(average $3.78{\pm}0.78$). Average Score for general dissatisfaction was $3.13{\pm}0.59$, and dissatisfaction factor With the highest score was 'As I did not think deeply, I don't know exactly what mistakes I made'(average $3.41{\pm}0.94$). 3. Students who wanted to study further in the future appeared to be satisfied with practical tests using checklists(F=2.04, p=.038), and students appeared to be dissatisfied with them when they didn't have enough time for practice(F=3.38, p=.010). Conclusion: Students' satisfaction was relatively high, particularly as the tests were seen as helpful in improving practical skills after tests.

• Journal of the Korea Convergence Society
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• v.10 no.7
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• pp.325-333
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• 2019

This study was conducted to investigate the factors affecting satisfaction and dissatisfaction of e-learning learner students using Kano model and Timko's customer satisfaction coefficient. The results of the analysis showed that firstly, the students are highly satisfied when it is convenient to learn visually and audibly, when the students can ask questions at any time, and when the professor was interested in the students. Second, the rational criteria and accurate evaluation of grades and assignments were confirmed as factors that should be satisfied. Third, unlike the results of the basic study that the students use e-learning due to the convenience of learning time and learning space and the ease of learning process, it is no longer an attractive factor to use e-learning. The results of this study suggest that it is possible to present effective directions for the development of e-learning education and strategic application of each factor classified by the two-dimensional recognition method.