• 품질경영학회지
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• 제51권4호
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• pp.589-606
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• 2023

Purpose: This study investigates the effects of scuba diving resort service quality on customer satisfaction and revisit intention, considering the moderating effects of perceived risk by scuba divers such as individual, social, and physical risks. Methods: This study surveyed scuba divers using scuba diving resorts in South Korea. The data were analyzed using multi-regression and hierarchical regression analysis. Results: The results of this study are as follows; all five service quality dimensions (tangibles, reliability, responsiveness, assurance, and empathy) significantly affected customer satisfaction and customer satisfaction also affected revisit intention. However, no moderating effect by perceived risk were observed between customer satisfaction and revisit intention. The cause of these results is believed to be the nature of scuba diving as a adventure sport. Conclusion: These results implies that scuba divers' purchase action can be different from the general service users from the perspective of perceived risk. Considering the uniqueness of adventure sports of scuba diving, the managers of scuba diving resorts need to act actively paying attention to all dimensions of service quality, and customer satisfaction.

• 한국정보시스템학회지:정보시스템연구
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• 제13권1호
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• pp.97-119
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• 2004

Recently, many e-business companies started to charge fees to the use of information contents service. However, little is known about how users evaluate and determine to purchase information services. Past technology adoption research has focused primarily on the positive utility gains side, focusing on usefulness and ease of use. Purchase of e-service, however, involves not only the position utilities but also negative utilities. This research uses the service value model(SVM) and explains user's intention of purchasing a new information service. Based on the Perceived Value Framework, this research investigates the impacts of the service quality and the fee charge on the user's perceived service value and further on user's intention of adopting the e-service. One of the most important postulations of this research is that both service quality and the fee charge influence user's intention through affecting the user's perceived service value. This research presences a conceptual model of users' e-service evaluation process. The conceptual framework provides a basis for understanding how perceptions of quality and sacrifice influence value perceptions and purchase intentions. The results of an empirical research suggest that the both service quality and fee charge have influences on the perceived service value. However, they do not directly affect user's intention to purchase the e-service. They affect user's intention to purchase through affecting the perceived service value. In conclusion, this research provides a base to build on for other research studying use intention model of new e-service.

• 한국응급구조학회지
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• 제19권3호
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• pp.51-68
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• 2015

Purpose: This study validated the influential relations between the effects of emergency care quality, credibility of 119 emergency medical technicians (119 EMTs), and perceived usefulness and attitude of emergency care, focusing on the moderating effect of protectors' characteristics (education, experience, age, and recognition of patient severity). Methods: This study was based on elaboration likelihood and technology acceptance models. In total, 172 protectors with experience in utilizing prehospital service were surveyed from April 1 to July 31, 2011. Results: The results showed that the emergency care quality and the credibility of 119 EMTs were the main determinants of the perceived usefulness and attitude of emergency care, irrespective of the protector's characteristics (p <.001). In addition, the findings showed that the protector's intention of emergency care had a moderating role. The impact of the quality of emergency care on its perceived usefulness was greater for high-level protectors (p <.001). By contrast, the impact of the credibility of 119 EMTs on the perceived usefulness of emergency care was greater for low-level protectors (p <.001). Conclusion: The protectors' characteristics have different influences on the relations between the effects of emergency care quality, the 119 EMT credibility, and the perceived usefulness and attitude of emergency care.

• 무역학회지
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• 제45권6호
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• pp.77-97
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• 2020

This study investigates the effects of O2O-based mobile shopping application (O2O MSA)'s information and service quality on the user's perceived privacy protection, satisfaction and loyalty. In this study, 969 questionnaire reponses were collected, out of which 555 were used to estimate the structural paths using PLS-SEM (partial least square structural equation model) for the hypothesis test. Our empirical findings are drawn from Chinese respondents that live in a 1-line city in China and use O2O MSAs serviced by China's leading companies. This study examines and confirms that qualified information and service of O2O MSA positively affect both perceived privacy protection and customer satisfaction, which finally leads to customer behavioral loyalty through the perceived privacy protection. Further, this study presents effective practical implications for application development strategy suitable for users in the O2O-based mobile shopping industry.

• Journal of Korea Trade
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• 제23권5호
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• pp.102-117
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• 2019

Purpose - This paper tried to identify the impact of electronic word of mouth (eWOM) on purchase intention (PI) of Korean-brand cars in the context of Russian consumers, taking into consideration the credibility, quality, and quantity of eWOM while also considering the mediation effects of brand image (BI) and perceived quality (PQ). Although there is a considerable number of studies discussing the impact of eWOM determinants on PI, not many studies were conducted focusing on the Russian market. Design/methodology - This paper is considered to fill this gap between eWOM and (PI) and, in order to do so, 211 Russian respondents were randomly selected. Descriptive analysis, factor, and reliability analysis were conducted using SPSS version 22.0. While structural equation modeling was conducted using AMOS version 24.0. Findings - The results display that, in terms of Russian consumers' perception, eWOM credibility, quality, and quantity for Korean-brand cars show a substantial impact on PI. The mediation effects of brand image, as well as perceived quality, were also supported by analysis. In the final part of the paper, theoretical and managerial implications alongside limitations with further research suggestions are presented. Originality/value - This study endeavored to explore the degree of impact of eWOM and mediating roles of BI and PQ on Russian customer intentions to buy Korean-brand cars.

• 아태비즈니스연구
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• 제11권4호
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• pp.135-148
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• 2020

Purpose - The purpose of this study was to find out the relation between wedding banquet service quality, customer satisfaction and loyalty focusing on upscale hotels in Korea. Design/methodology/approach - The primary data was collected through an online questionnaire to test hypotheses and investigate the objectives of the study. 89 questionnaires were collected as valid data to be analyzed. In order to test hypotheses, reliability, validity, correlations and regression analysis were accomplished. Findings - The findings of this study can be summarized as followed. Firstly, as a result of examining the relationship between perceived hotel wedding banquet quality and customer emotional satisfaction. Through this study, the perceived wedding banquet quality does not affect customer satisfaction. Secondly, emotional satisfaction on wedding banquets affects customer loyalty. Thirdly, it is found that the perceived service quality on wedding banquets can affect customer loyalty. Research implications or Originality - With the rise in selecting wedding venues, establishing an effective marketing strategy by practitioners is demanded in order to survive in competitive situations. However, research conducted on wedding banquets is insufficient so far. Therefore, this study was needed to conduct to widen the scope of the study.

• 디지털융복합연구
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• 제18권3호
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• pp.71-81
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• 2020

본 연구는 화장품 제조판매원과 화장품 전문 제조원의 명성 및 제품유형이 지각된 품질에 미치는 영향에 대해 검증해 보고자 하였다. 이를 위해 2×2×2 요인설계를 이용하여 8개 집단을 대상으로 실험을 진행했다. 연구결과 첫째, 제조판매원의 명성과 제조원의 명성은 고 명성이 저 명성에 비해 지각된 품질을 보다 높게 인식하는 것으로 나타났다. 둘째, 제조판매원과 제조원의 명성은 지각된 품질에 상호작용 효과를 나타내는 것으로 확인되었다. 셋째, 제조판매원과 제품유형은 지각된 품질에 상호작용 효과를 나타내는 것으로 확인되었다. 마지막으로 제조원과 제품유형은 지각된 품질에 상호작용 효과를 나타내는 것으로 확인되었다. 이러한 결과는 화장품 업계에 있어 제조판매원의 명성 뿐 아니라 제조원의 명성 또한 매우 중요하다는 사실을 실증적으로 보여줌으로써 제조판매원과 제조원의 제품생산 및 마케팅 전략방안 모색에 매우 유용한 정보를 제공해 줄 수 있을 것으로 기대한다.

• 한국병원경영학회지
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• 제24권3호
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• pp.11-26
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• 2019

Objectives: The purpose of this study was to investigate the effect of the perception on the quality of nosocomial infection control on perceived risk, trust, and the intention to revisit among the medical consumers. Method: 361 patients and their guardians who were hospitalized in women's hospital, Gangnam-gu, Seoul, participated in this study. The data was analyzed using SPSS Statistics 21.0. Results: The perception on the quality of nosocomial infection control had a negative(-) effect on perceived risk, a positive(+) effect on trust, a positive(+) effect on the intention to revisit. The perceived risk had a negative(-) effect on trust, a negative(-) effect on the intention to revisit. The trust had a positive(+) effect on the intention to revisit. The perceived risk was partially mediated by the perception on the quality of nosocomial infection control and the intention to revisit, while the trust was fully mediated by the perception on the quality of nosocomial infection control and the intention to revisit. Thus, it indicated that the perceived risk and trust had dual mediated effects as well as full mediated effects in the relationship between the perception on the quality of nosocomial infection control and the intention to revisit. Conclusions: The nosocomial infection control can be an important factor to contribute to hospital management by attract the loyal medical customers, not just cost-expenditure. The nosocomial infection control can help hospital revenue and customer management strategy. Thus, it will contribute to the effective marketing strategy in the medical field.

• 한국의류학회지
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• 제47권2호
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• pp.371-391
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• 2023

This study examines the impact of live commerce characteristics on customer responses in the ELM perspective. Based on ELM, the central route is composed of information completeness, accuracy, and currency, and the peripheral route is composed of streamer credibility, streamer reputation, social presence, and system quality. An online survey of female customers aged 20 to 49 who have purchased beauty products through live commerce within the past three months was conducted. The results demonstrate that information completeness and information currency exert significant impact on perceived usefulness and enjoyment. Social presence and system quality also exert significant impact on perceived usefulness and enjoyment. Moreover, perceived usefulness and enjoyment had significant impact on behavioral intention. The effect of information completeness on perceived usefulness and enjoyment was much stronger for high product involvement groups. Furthermore, the effect of streamer reputation on perceived enjoyment was much stronger for high product involvement groups. In contrast, the effect of social presence on perceived usefulness and enjoyment was much stronger for low product involvement groups. This study suggests theoretical implications for applying ELM to live commerce and practical implications for differentiated live commerce marketing strategies.

• 품질경영학회지
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• 제45권3호
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• pp.547-560
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• 2017

Purpose: This study investigates the effect of CRM activities of Korean equipment construction companies on the quality satisfaction perceived by consumers as an analysis method using Kano model. Methods: It use the Kano model to classify the quality characteristics of the CRM activities of equipment construction companies, focusing on consumer perception, and analyze the effect on the level of quality satisfaction perceived by consumers. Results: The results showed that most of quality attributes of CRM activities in the equipment companies were categorized as 'one-dimensional' quality. Conclusion: The CRM activities in equipment construction compaies is verified to be essential component of successful strategy to improve customer's satisfaction.