• 한국식생활문화학회지
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• 제23권1호
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• pp.48-54
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• 2008

The purpose of this study was to measure the factors influencing customers’ value perception of foodservice in tourist area’s restaurant. A total of 273 questionnaires were completed. Structural equation model was used to measure the causal effects. Results of the study demonstrated that the confirmatory factor analysis model also indicated excellent model fit. The proposed model yielded a significantly better fit to the data than the parsimonious model and extended model. In proposed model, the effects of perceived sacrifice, overall service quality and customer satisfaction on perceived value were statistically significant. The effects of perceived value on loyalty intention were statistically significant. As expected, the overall service quality had a significant effect on customer satisfaction. Moreover, the customer satisfaction played a mediating role in the relationship between overall service quality and loyalty intention.

• 간호행정학회지
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• 제19권2호
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• pp.187-195
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• 2013

Purpose: The purpose of this study was to identify the relationship among followership, organizational commitment, job satisfaction, turnover intention, and customer orientation in hospital nurses. Methods: The participants in this study were 210 staff nurses in one university hospital. Data were analyzed using frequency, ANOVA, Pearson correlation analysis, and stepwise multiple regression. Results: Followership had positive correlations with organizational commitment (r=.46, p<.001), job satisfaction (r=.41, p<.001), customer orientation (r=.47, p<.001). Followership had negative correlation with turnover intention (r=-.23, p<.001). The factor of followership influencing organizational commitment was active engagement, and this factor accounted for 23.3% of explanatory power. The factor of followership influencing job satisfaction was active engagement (F=45.00, p<.001), and this factor accounted for 17.8% of explanatory power. The factor of followership influencing turnover intention was active engagement (F=19.69, p<.001), and this factor accounted for 17.0% of explanatory power. The factors of followership influencing customer orientation were active engagement (F=51.38, p=.004) and independent, critical thinking (F=24.55, p=.011), and these factors accounted for 22.1% of explanatory power. Conclusion: Findings indicate a need to develop followership to promote organizational commitment, job satisfaction, and customer orientation and to decrease turnover intention in nurses.

• The Journal of Asian Finance, Economics and Business
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• 제7권4호
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• pp.173-183
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• 2020

This study has four objectives: (1) Identifying factors that affect customer satisfaction on online service quality of Tiki.vn, (2) Measuring the level of impact of the factors, (3) Testing the difference in satisfaction among groups of customers with different characteristics in terms of gender, age, income, academic level, and occupation, and (4) Proposing some managerial implications to improve the quality of online services by interviewing directly and online 200 individual customers who have shopped at Tiki.vn E-commerce platform for at least the last six months, using the convenient sampling method. This study analyzes the reliability of the scale through the Cronbach's alpha coefficient, Exploratory factor analysis, and Linear regression analysis. The findings identified four factors that influence positively customer satisfaction regarding the quality of online services in Tiki.vn E-commerce platform in the order of descending strength: (1) Trust, (2) Customer service, (3) Web design and (4) Safety. In addition, the results show no difference in customer satisfaction according to different academic levels, but in terms of occupation and income, gender, and age. The results show that the factors influencing most customer satisfaction are Reliability and Customer Service. Some managerial implications are then proposed to improve the quality of online shopping services at Tiki.vn.

• Asian Journal of Business Environment
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• 제5권4호
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• pp.47-57
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• 2015

Purpose - The purpose of this study is to analyze franchise coffee shop service quality factors based on pilot research. In the proposed analysis, store atmosphere is added as one of the service quality factors. We aim to examine how franchise coffee shop service quality and store atmosphere influence customer satisfaction and loyalty. Research design, data, and methodology - Data was collected from 482 Korean coffee shop franchises and analyzed using frequency analysis, reliability/validity assessments, correlation analysis, and regression analysis with the software program SPSS 19.0. Results - The results are as follows. First, taste is revealed to be the most influential factor among components that have an impact on service quality. Second, taste also turned out to have the most impact on service quality among components influencing customer loyalty. Last, customer satisfaction affected customer loyalty. Conclusions - This study's findings show that taste was the most influential factor on service quality. The conclusion here is that most of the coffee shop customers are very familiar with coffee taste and this is influencing their loyalty.

• 대한산업공학회지
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• 제39권4호
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• pp.239-246
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• 2013

Global restaurant franchises are becoming more and more popular in China, Japan, and South Korea. Understanding target customers' needs for restaurant franchises is considered one of the most important factors for their business success. In this study, four domains-food-related domain (FRD), interior-related domain (IRD), staff-related domain (SRD), and convenience-related domain (CRD)-and 24 elements were classified. A survey with 450 respondents in the three capital cities (Beijing, Tokyo, and Seoul) was then conducted to examine the effect of the factors influencing customer satisfaction. After statistical analysis, thirteen main elements were found as factors influencing customer satisfaction. The analysis result showed that the food-related domain (FRD) was the most important in Beijing. The interior-related domain (IRD) and the convenience-related domain (CRD) were considered the most important in Tokyo and Seoul. Some cultural differences in customer satisfaction were also found. The results provide a guideline for better customer experience management of a restaurant franchise in the three cities.

• 산업경영시스템학회지
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• 제30권2호
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• pp.15-22
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• 2007

By the early 20 century, "workman" introduced by SONY was the leading portable analog sounder. However, at the same century, workman was pushed out from the portable sounder by iRiver developed by MPMAN.COM. This portable digital sounder is called MP3-Player (MP3P), and has become the most popular portable digital sounder in the current market. This study combined two customer satisfaction models, mobile internet customer satisfaction model (Yu, 2002), and portable communication customer satisfaction model (Bae, 2003), in order to empirically test consumption of MP3P and its satisfaction. The proposed model tested four constructs, company's image, product price, product design and product function, influencing customer satisfaction, which leads to affect customer loyalty. 267 survey responses were analyzed by using structural equation modeling (SEM). The results show that all constructs had significant impact. This study suggests a good understanding of consumer satisfaction and loyalty of MP3P and the future direction of MP3P research regarding to consumer satisfaction.

• 보건의료산업학회지
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• 제8권2호
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• pp.89-100
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• 2014

The purpose of this study was to reveal association between medical service quality, consumer satisfaction, service value and customer loyalty. Medical service quality was composed of physical quality, personal quality, technical quality, procedural quality. We thought these factors affect to the consumer satisfaction, service value and customer loyalty. For this study, 221 dental patients in Busan and Ulsan are participated in this study. The data were analyzed with descriptive statistics, t-test, ANOVA, pearson's correlation coefficients, and stepwise multiple regression analysis with SPSS 18.0 program. In conclusion, we obtained the next results. First, the influencing factor in consumer satisfaction were physical quality(${\beta}$=.519), personal quality(${\beta}$=.262), procedural quality(${\beta}$=.110), adjusted $R^2$=.537. Second, the influencing factor in service value were physical quality(${\beta}$=.253), personal quality(${\beta}$=.251), technical quality(${\beta}$=.210), procedural quality(${\beta}$=.136), adjusted $R^2$=.401. Third, the influencing factor in customer loyalty were personal quality(${\beta}$=.343), physical quality(${\beta}$=.302), procedural quality(${\beta}$=.148), adjusted $R^2$=.398. As dental patients' desire to medical service quality becomes diversified, the analysis result is considered to help the future dental service management.

• 산경연구논집
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• 제8권4호
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• pp.37-46
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• 2017

Purpose - The purpose of this study is to investigate the factors that cause consumers to frequently visit large - Super Store and goods for large - scale retailers using Super Store. Research design, data, and methodology - The purpose of this study is to present the empirical analysis of 53 adult males and females living in the Mokpo area on the relationship between perceived level of satisfaction and loyalty of the large - scale marts. The results were analyzed. The statistical data of the questionnaire were verified by the SPSS. Results - In the empirical analysis of this study, four variables were found to be the main loyalty factors, which were found to affect the satisfaction of Super Store and the decision to return again. Therefore, in this study, the quality of goods, price, diversity, and image were analyzed as loyalty factors, and it was analyzed as factors influencing satisfaction. It was confirmed that loyalty factors were important. In particular, consumers' perception of behaviors such as local specialties and community service that can be distinctly differentiated from other distribution agencies was very low. Conclusions - It is necessary to construct a comprehensive systematic system to analyze the detailed factors influencing the satisfaction and loyalty of users of Mokpo ticket consumers and to systematically manage and evaluate them. In order to raise awareness of consumer loyalty factors, consumer satisfaction and loyalty survey should be regularly conducted. Consumers should look for ways to improve them and develop improvement plans. The various direct and indirect services provided by Super Store to consumers include price, quality, assortment, customer service, accessibility, and feelings for large marts. However, since the services provided by the Super Store are different from those of the consumers, the loyalty factors for the different factors can be different. Therefore, in order to differentiate them from traditional markets or other distribution centers, it It should be used as a weapon of competition. In this study, it is generally recognized that the services provided by Super Store are very simple and inexpensive, so that consumers are not aware of the difference of particular stores.

• 디지털융복합연구
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• 제7권3호
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• pp.123-135
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• 2009

The considerable progress of IT industry has changed the industrial structure and lifestyle of our society. One of the remarkable fields of IT industry is online game industry. It showed rapid growth for the past decade. But in recent years online game industry faced with the limit of its growth for a number of reasons. To overcome such situation, online game companies should improve functions of game and analyze their customer's needs for sustainable growth through increasing customer satisfaction and loyalty. The purpose of the study is to investigate and evaluate the factors of online game service quality and the relation of customer satisfaction and loyalty. SPSS 14.0 and AMOS 7.0 are used for experimental research. Through reliability and validity test, service quality factors influencing the customer satisfaction are appeared to be 5 latent variables(reliability, responsiveness, assurance, empathy, tangibles). In addition, by structural equation model and covariance structural model, the result showed that empathy is the most influenced factor to customer satisfaction and customer satisfaction has positive effect on customer loyalty. The results of this research have important implications for explaining an mechanism for service quality of online game, customer satisfaction and loyalty and they might provide operational guidelines to the online game service company.

• 한국정보시스템학회지:정보시스템연구
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• 제26권4호
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• pp.203-225
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• 2017

Purpose This paper tired to identify the consumers' tendency with individual features and social influence as the independent variables because of the importance of identifying the various needs of financial consumers in accordance with the expansion of new financial demands. Furthermore, this paper included the relative attraction of Fintech and switching cost from mobile banking to Fintech as the variables. Design/methodology/approach To analyze the empirical study, data was collected online by conducting the questionnaire survey with 247 individuals who had used the Fintech service. The study results would provide us with the understandings of the factors influencing on the customer satisfaction and switching value recognized by consumers in case of switching from the existing mobile banking to the Fintech service. Findings The results would provide useful implications to the academic and the practical fields including the Fintech enterprises expanding the activation of Fintech industry.