• 한국전자거래학회지
• /
• 제16권2호
• /
• pp.91-109
• /
• 2011

오늘날 로열티프로그램은 매우 보편적으로 사용되고 있다. 그 중에서도 통합 로열티프로그램이 증가하고 있다. 통합 로열티프로그램은 하나의 허브(hub) 회사가 참여회사들의 네트워크를 만들어 사용자들이 수많은 참여회사에서 점수를 모으고 사용할 수 있게 하는 프로그램이다. 이 논문은 한국에서 최초로 만들어지고, 가장 큰 통합 프로그램인 오케이케쉬백의 성공요인을 조사한다. 이 연구는 프로그램 수의 증가, 사용자 수의 증가 및 소비자 행동에 미치는 영향력에도 불구하고 충분한 연구가 이루어지지 않은 통합 로열티프로그램에 대한 지속적인 연구 필요성을 제기하는 데 첫 번째 의의가 있다. 단일 로열티프로그램과 통합 로열티프로그램의 성공요인을 고찰함으로써, 본 연구는 점점 더 정교해지는 정보기술 및 데이터 수집/분석 기법을 통해 혁신적인 로열티프로그램을 개발하는 데 기여할 수 있다.

• 한국응용과학기술학회지
• /
• 제39권5호
• /
• pp.692-700
• /
• 2022

본 연구에서는 O2O 화장품 배달 서비스 앱의 e-서비스품질이 만족과 충성도에 미치는 영향을 알아보고자 하였다. 이를 위해 설문지 총 210부를 수집하여 통계패키지 SPSS 25.0으로 빈도분석, 탐색적 요인분석, 신뢰도 분석, 상관관계분석, 회귀분석을 실시하였으며 주요 결과는 다음과 같다. O2O 화장품 배달 서비스 앱 e-서비스품질의 구성요소인 효율성, 주문이행성, 시스템이용가능성, 프라이버시 모두 만족과 충성도에 유의한 영향을 미치는 것으로 나타났다. 또한, 만족 역시 충성도에 유의한 영향을 미치는 것으로 나타났다. O2O 화장품 배달 서비스 앱을 이용하는 소비자를 증가시키기 위해서는 만족과 충성도에 가장 큰 영향을 미치는 시스템이용가능성과 효율성을 높여야 한다. 이를 위해 소비자가 O2O 화장품 배달 서비스 앱을 이용하는 동안 빠른 접속과 끊김이 없는 쾌적한 환경을 제공해야 하고 효율적으로 사용할 수 있도록 시스템을 구축해야 한다.

• Asia pacific journal of information systems
• /
• 제20권2호
• /
• pp.157-180
• /
• 2010

Rapid development of information technology has generated a new industry and market. In particular, network technology such as the Internet and other computer networks made transaction activities switched from traditional offline commerce to e-commerce. Among them, digital content is bit-based object which is created and distributed through electronic environment. In particular, many entertainment contents such as the music, the movies, and the computer game softwares are main products. Although digital content commerce has high potential demand, it lacks the consideration about the factor related to maintaining existing customer such as customer loyalty and switching costs. There has been a number of research on customer loyalty and other factors affecting it in the traditional electronic commerce environment, but there is a lack of research which examines the characteristics of digital content. The study about the effect of switching costs on customer loyalty in digital content commerce is necessary because the customers of digital content commerce market are from those of other e-commerce market or traditional offline commerce market. In addition, customer loyalty and switching costs are important factors because they may build up greater customer retention. For that reason, this study focused on examining the relationships among switching costs, antecedents for switching costs, and customer loyalty in online digital music service industry. The study has three major purposes: (1) to find antecedents of switching costs on digital content commerce and examine effect of antecedents for switching costs; (2) to identify effect of switching costs on customer loyalty in digital content commerce and examine moderating effects of alternative attractiveness; (3) to identify the differences of antecedents for switching costs by contents transmission type(streaming service and downloading service). And, the online digital music service industry is selected in this study since there are many users and transactions incurring. To accomplish these purposes, a survey questionnaire was developed and distributed to 256 informants. Survey instrument was developed based on previous research and pre-established survey items. Total of 206 surveys are collected and used in the data analysis. Among the respondents, 56.8% is male and 43.2% is female. Also, 86 responses were streaming service user group and 120 responses were download service user group. These data was analyzed using regression analysis. Major findings of empirical analysis can be summarized as follows. First, switching costs have positive effect on customer loyalty in digital content commerce environment. Second, the influence of switching costs on customer loyalty increases under conditions of high alternative attractiveness. Third, DRM convenience and breadth of use have positive effect on switching costs. The findings imply that the digital content provider should pay more attention to switching costs in addition to customer satisfaction in order to attract customers. Also, increasing the convenience of DRM use by securing the convenience of user interface and expanding the support device and increasing the service use scope by providing diverse value-added service helps to create a switching barrier. The result of the study can become a practical use in marketing strategy for maintaining existing customer. In particular, switching barrier is very important under conditions of high competition in the online music service market. This study can be used as a basis for further studies about customer retention in digital content commerce.

• 한국조리학회지
• /
• 제20권5호
• /
• pp.93-100
• /
• 2014

This study performed to identify the relationships among experiential value, brand image, satisfaction and customer loyalty in context of full-service restaurant, and to find the moderating effect of gender on the formulated model. SPSS 18.0 and AMOS 18.0 were employed to conduct frequency analysis, reliability analysis, exploratory and confirmatory factor analysis, and multigroup analysis to examine moderating effect. Results confirmed the validity and reliability and found significant relationships among the constructs. First, two factors of experiential value (e.g., aesthetic and economic value) have positive influence on brand image, satisfaction, and brand image was significant predictor of customer satisfaction. Second, satisfaction was significant antecedent of attitudinal loyalty and the attitudinal loyalty has influence on behavioral loyalty. In addition, current study identified moderating effect of gender between playfulness and brand image even though there was on significant relationship between both constructs. These results will be meaningful for developing marketing strategies and successful business especially for full-service restaurants.

• 한국경영과학회:학술대회논문집
• /
• 한국경영과학회 2003년도 추계학술대회 및 정기총회
• /
• pp.280-284
• /
• 2003

Most of Online Shopping Mall takes Business-Customer interaction through E-mails and bulletin boards. Especially bulletin boards provide Business-Customer interaction and also Customer-Customer interaction. This paper, by experiment, aims to identify how to deal negative messages in Online Shopping Malls to increase customer trust and loyalty when negative messages show up the bulletin board. Types of dealing negative message were classified (1)Leaving, (2)Deleting, (3)Proper Responding, and the experiment resulted in (1)Leaving decrease customer trust and loyalty, (2)Deleting and (3)Proper Responding increase customer trust and loyalty. But (2)Deleting appeared to have more influence on customer trust and loyalty than (3)Proper Responding. Based on this result, to increase customer trust and loyalty, Online Shopping Mall should correspond to negative messages immediately. And it is necessary that control of negative messages adequately, because effects of negative information appear bigger than effects of interactions.

• 한국의류학회지
• /
• 제40권2호
• /
• pp.258-272
• /
• 2016

This study estimated a structural model for examining causal relationships among flagship store experiences, store emotion and loyalty, and to compare the structural models between luxury and fast fashion SPA brands. A total of 416 responses were collected from consumers who had experience with a variety of luxury and SPA flagship stores. Findings confirmed that flagship store experience consisted of four factors, such as sensory, affective, intellectual and behavioral experiences. Sensory and behavioral experiences had positive effects on store emotion that influenced loyalty. Affective and cognitive experiences influenced loyalty. All aspects of experiences explained store emotion or loyalty for luxury flagship stores; however, two of experiences (i.e., sensory and affective) were important to determine store emotion or loyalty for SPA flagship stores. The study discussed managerial implications for fashion brands to develop and manage flagship stores.

• 경영과정보연구
• /
• 제21권
• /
• pp.189-208
• /
• 2007

This study was designed to find what impacts store attributes and personal characteristics have had on customer loyalty to beauty shops. Participants were 283 men and women who had experienced services in beauty shops and selected from the Metropolitan area, Busan, Gyeongbuk area, Gyeongnam area, Chungcheong area, and other area. In conclusion, technical factor and lifestyle have had the greatest impact on customer loyalty to beauty shops. In beauty market faced with keen competition, the way to meet customers' needs is to run a distinguished beauty shop with distinct beauty techniques in consideration of individual lifestyle. This will help raise customer loyalty to beauty shops. This study has the important implication that personal characteristics as well as store attributes has been proved to be essential for increasing customer loyalty to beauty shops. I hope that future studies will continue to examine different marketing factors by different beauty shops, with additional analysis on the details, contributing to make a marketing strategy available for beauty shop owners.

• 산업융합연구
• /
• 제4권1호
• /
• pp.17-37
• /
• 2006

The purpose of this study is to explain the effect of interactivity, trust, switching cost on online game loyalty. It is important to explain the effect of interactivity on online game loyalty. It is assumed that the interactivity, trust, and switching cost would affect the online game loyalty positively. The empirical results have indicated that the interactivity has a positive affect on the online game loyalty, also it show the trust and switching cost have significant effect on the online game loyalty. Theoretical and managerial implications of these results are discussed. Also, limitation of this study and future research areas are proposed.

• Asia pacific journal of information systems
• /
• 제15권3호
• /
• pp.187-207
• /
• 2005

In the Internet-based B2C e-commerce, trust has been recognized as a critical factor to reduce uncertainties, through interacting with a well-known specific shopping mall. In this study, we view customer trust as not a unitary concept but multidimensional one consisted of the trustworthiness of trustee, familiarity with the specific shopping-mall, disposition to trust, and institution-based trust. In this study, first, we considered the trustworthiness of trustee consisted of capability, benevolence, and integrity as one of the major factors to build customer trust on the specific Internet shopping-mall. In the context of the Internet e-commerce, the role of institutional structures is very important to assure the customer trust from the various opportunistic behaviors because of the characteristics of internet-based commerce such as impersonality, the lack of information on the other party, and the transactions with a number of anonymous people. Second, we examined the effect of the institution-based trust built by institutional structures on customer trust. Third, we examined the effect of customer trust and familiarity on retaining customer loyalty. Our findings showed that customer trust and familiarity played a major role in retaining customer loyalty with the specific shopping-mall. In conclusions, we discussed the strategies to build the customer loyalty for maintaining the customer. We suggest customer trust and familiarity for the factors to bind the customer with the specific shopping-mall based on these results.

• 한국IT서비스학회지
• /
• 제6권1호
• /
• pp.83-99
• /
• 2007

The purpose of this research is to identify the determinants of loyalty in online games. This study developed a research model to analyze the factors explaining the loyalty level from gamers, employing social identification, flow, and positive anticipated emotion as major research variables, and collected 1308 survey responses from gamers. Within the context of arguing that the exploration of age range issues with respect to online games is important, this research also examines the age differences in path coefficients. To this end, the structural model was tested with the data from entire data sample (i.e., the age of 10s, 20s, and 30s pooled together) and each of the subsamples (i.e., teens taken separately, twenties taken separately, and thirties taken separately). Properties of the causal paths, including standardized path coefficients, the significance of difference, in the hypothesized model, are also presented, so that we can investigate the relative influences of different dominants, demonstrating how teens, twenties, and thirties differ in their decision-making processes regarding the flow, social identification and loyalty from online games.