• Journal of Distribution Science
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• v.21 no.5
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• pp.93-102
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• 2023

Purpose: This study aims to investigate a meaningful connection between the service supply chain and the power to influence potential customers for airline booking. This investigation will cover various topics, including customer service, product quality, and marketing strategies. Additionally, the literature review will examine the various strategies and tactics airlines use to influence customer behavior. Research design, data, and methodology: The data collection process conducted by the author could obtain the justification and establish the quality of the instrument between independent factor (Service Supply Chain) and dependent factor (Power to Influence Potential Customers), selecting peer-reviewed articles mostly for the current study. Results: The findings section thoroughly studied the research findings indicating a potential link between service supply chain management and the ability to persuade potential consumers to book an airline. The research findings will be explored concerning the numerous variables that may affect customers' decision-making in the airline business, the techniques used by airlines to sway consumers. Conclusions: The research has provided evidence that airlines use a variety of strategies to influence potential customers and that these strategies are generally successful in increasing customer loyalty and satisfaction, as well as sales. By utilizing these strategies, airlines can increase their customer base and profitability.

• Journal of Korean Society for Quality Management
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• v.38 no.3
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• pp.340-353
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• 2010

Properly designed and well-executed services enable e-commerce companies to capture the unique needs and preferences of customers, help them build customer loyalty, and thereby, strengthen their competitiveness in the marketplace. An object of this study is the new open-market company and it has only 3 percent of the market share. Therefore, it is needed to raise the market share by improving the service qualities. This article presents a six sigma project for service quality improvement in the open-market company. This study was carried out based on five steps of DMAIC which is six sigma technique. First, a defect rate was defined as unsatisfaction rate. In addition, 50-people data was analyzed and it was shown that the defect level was 2.5 sigma level. In this study, in order to raise the sigma level, novel eight action items were determined based on SIPOC, FDPM, cause and effect diagram, matrix chart, Pareto chart and statistical analysis.

• The Journal of Asian Finance, Economics and Business
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• v.6 no.1
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• pp.169-175
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• 2019

Service quality has been a point of discussion from the decades as it is important for customer satisfaction, loyalty and retention. Various models have been proposed to measure the quality in the service sector. Models are modified in accordance with context and geography to assess the quality of service better. This study aims to investigate the impact of the modified e-SERVQUAL model on the customer perception about the existing relation and potential scope of doing business with a bank which in-turn will decide the performance of the bank. Statistical data was analyzed through various tests like reliability analysis, correlation and regression analysis using SPSS 25.0. The primary data of e-SQ and performance was gathered from 721 internet banking users using 32 item questionnaire, representing 72% response rates, of four selected Islamic banks of Malaysia. E-SERQUAL was modified by adding Shariah Compliance information about banks and products for Islamic banking customers. The finding specified that efficient & reliable services, fulfillment, security/trust, and Shariah compliance information have a significant association with the performance of Islamic banks. The research is original and its implications will be helpful for Islamic banks across the world to enhance the online experience of customers, which will help them to retain the customers in the rapid changing virtual environment.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.2
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• pp.1101-1109
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• 2021

Nowadays, quality affects product or service performance and customer loyalty in the competitive business' environment. This is truly important when it comes to how the customer interprets the service's satisfaction and the judgment of the purchase process as a whole, in view of the fact that service quality is an abstract and elusive construction due to the three characteristics of services: intangibility, heterogeneity, and inseparability of output and consumption. The main purpose of this paper is to determine the hotel service quality using the Fuzzy Analytic Hierarchy Process (FAHP) and SERVQUAL method. In this study, a five-star hotel's real case is considered in evaluating the service quality criteria. The results revealed that Tangibles and Assurance are the most critical service quality criteria in the hotel industry. Accurate records, service consistency, Necessary arrangements for disabled people, Service flexibility to guests' demands, and Providing the services at the time it promises are the most influencing sub-criteria of service quality. These findings indicate that hotels should concentrate on sequentially and organized priority factors to enhance service quality. This method of service quality assessment may also aid in distinguishing between hotels. Finally, as a future direction, more additional parameters can be used as a potential guide in our proposed model for the dynamic decision-making approach.

• Information Systems Review
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• v.12 no.3
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• pp.49-73
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• 2010

The lack of customer satisfaction and trust remains a key barrier to electronic commerce. From the standpoint of online merchants, it is critical to build consumer trust by lessening sources of apprehensions and uneasiness associated with online transactions. This paper explores the relationships between customer satisfaction and intermediary's trustworthiness factors in B2C e-marketplaces. It also aims at examining the effects of consumer characteristics, including propensity to trust and Internet shopping self-efficacy, upon trust and purchase intentions. To meet the research objectives, an empirical study has been conducted by surveying 223 active e-marketplace buyers in Korea. The findings of the present research indicate that customer satisfaction positively affects all the three attributes of trustworthiness (i.e., competence, benevolence, and integrity), and more specifically it has a quite strong association with benevolence. In addition, propensity to trust has no significant influence on trust or purchasing intentions, and only affects benevolence and integrity with no direct effect on competence. Finally, Internet shopping self-efficacy was found to affect both trust and purchasing intentions, suggesting that e-marketplaces seek an online strategy designed to strengthen loyalty for customers with high self-efficacy, while they use a strategy to improve the usability and usefulness of their website to attract customers with low self-efficacy. The paper concludes with implications and directions for future research.

• Journal of Korean Society for Quality Management
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• v.44 no.2
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• pp.265-276
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• 2016

Purpose: This paper reviews the papers on service quality issues which are published in the Journal of the Korean Society for Quality Management (KSQM) since 1965. The literature review is purposed to survey a variety of service quality issues for several categories in terms of industry as well as research model. Methods: By use of the double diamond design process model 71 papers are analyzed 4 stages which are discover, define, develop and deliver. And all of service quality issues are classified into 4 categories: service factory, mass service, service shop and professional service by the service process matrix typology. Results: According to this review, there are several features of research trends. There are 'from physical service to information-intensive service pattern' and 'from private sector to public sector pattern'. And the Kano model has been a steady-selling model to measure the service quality as like a SERVQUAL. Another meaningful issue was a convergency of the research method and tools such as BSC, CRM, AHP, DEA, Information System, Systgem Dynamics and 6 Sigma. Conclusion: The review paper is expected to provide future direction to improve service quality theories and applications. There are three future research topics: Application area, measurement model and research purpose.

• Journal of the Korean housing association
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• v.20 no.2
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• pp.87-99
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• 2009

The brand is getting more important purchase factor in apartment market, so domestic construction companies have tried to differentiate it from others by creating the unique brand image. The purpose of this study was to investigate consistency of apartment brand image as a process which includes publicity, design and customer service and to analyze how using intergrated brand image affects brand preference and purchasing intention. To examine hypotheses, an empirical study using a survey questionnaire for residents living in 4 different brand apartments in Dongtan, Hwasung city was conducted. The collected data were treated with the SPSS Win Program 14.0. The study indicates that residents living in brand apartment generally preferred natural friendly image, high-class image and modern image to the others. And at first apartment brand images were created with image advertising on TV, catalog for sale and model house tour, but residents have most needs for customer service reflected in brand images. The study also has found that brand images in each process including publicity, design and customer service were not intergrated. However brand image intergration had positive effects on residential satisfaction and customer loyalty. The results of the study are expected to become the useful data in developing sustainable apartment brands and building effective marketing strategy of construction companies.

• The Journal of Industrial Distribution & Business
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• v.14 no.1
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• pp.49-56
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• 2023

Purpose: This research aims to explore the impact of fashion marketing on the sales of luxury brand items and to identify the strategies that can be used to market luxury fashion items successfully, addressing the research gap of how fashion marketing can lead to increased sales, customer loyalty, and satisfaction for luxury brand items. Research design, data and methodology: The present study conducted the method of the PRISMA (Preferred Reporting Items for Systematic Reviews and Meta-Analyses) which is a reporting guideline for methodical assessments and meta-analyses. It offers a consistent approach for conducting and reporting these types of studies, which can help to improve their quality and transparency. Results: The findings indicated that fashion marketing can positively impact luxury brand sales. It can significantly increase the number of luxury brand purchases. the presence of the quality label increased the participants' purchase intention and attitude towards the brand, suggesting that the quality label can create a positive perception of the brand and increase the likelihood of purchasing. Conclusions: This research concludes that fashion marketing can have a positive effect on improved customer recognition of the brand. Thus, companies should focus on developing campaigns that capture the attention of potential consumers, creating an emotional connection with them.

• Journal of the Korean Society of Clothing and Textiles
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• v.46 no.4
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• pp.638-656
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• 2022

This study aimed to identify characteristics of Generation MZ's consumer purchase decision journey to develop the new fashion CDJ model. The initial stage was affected by habit, online community, social media, aesthetics, circumstantial need, and proxy. In the search and consideration stage, mobile channels were used actively. In the active search and evaluation stage, online media, experiential data, and personal information were employed. In the purchase stage, zoomers took plenty of time in search and evaluation before spending, contrary to millennials who made their purchases more quickly. In the post-purchase experience stage, zoomers actively displayed follow-up behaviors depending on their satisfaction, such as retaining or deleting the app. While, millennials did not turn away from the store or brand, but followed up on their purchases even when they had an unsatisfactory experience. Based on the characteristics of CDJ, iterative cycle CDJ models were developed. Zoomers CDJ model was presented as a search loop that consists of the search and evaluation process, in which information accumulates, and a purchase loop in which the actual purchase occurs. The iterative cycle CDJ model was presented connected to the loyalty loop as the main section, which is accelerated in millennials' CDJ model.

• Journal of Korean Academy of Nursing Administration
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• v.15 no.3
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• pp.325-335
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• 2009

Purpose: The purpose of this study was to examine the relationships among TQM activities, compensation equity, and performance in hospitals. This study was designed to construct a structural equation model of TQM activities, compensation equity, and performance. Method: The subjects were 239 personnels working in four hospitals in Daegu and Gyeongpook. Data were collected using structured questionnaire from October 4, 2007 to February 4, 2008. The collected data were analyzed using the SPSS 12.0 and AMOS 5.0 program. Result: The overall fitness of the structural equation model was evaluated. These results showed that the model was adequate. TQM activities directly influenced organizational performance and indirectly influenced organizational performance through compensation equity. Conclusion: In testing the structural equation model, the findings showed that TQM activities and compensation equity were important factors for improving organizational performance. Therefore, to improve performance, the hospital leaders must establish the strategies to facilitate TQM activities. It is also necessary to establish effective reward and performance appraisal systems to induce positive participation of personnels in hospitals.