• The Journal of Asian Finance, Economics and Business
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• v.6 no.2
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• pp.277-286
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• 2019

The study aims to analyze the influence of egoistic, altruistic and biospheric value on green functional benefit, green monetary cost, green satisfaction and green loyalty. The study analyzes the effect of green functional benefit and green monetary cost on green satisfaction and green loyalty, as well as green satisfaction on green loyalty. The study employs quantitative methods with customers who have green brand purchase experience in Indonesia. Non-probability sampling was conducted using purposive sampling method based on predetermined criteria, which are customers who have already purchase and use green brand products. A total of 402 samples were analyzed using Structural Equation Modelling. The result shows that the data support hypotheses on egoistic and biospheric value, hypotheses on green functional benefit effect to green satisfaction and green loyalty, as well as green monetary cost effect to green loyalty. The other hypotheses are not supported by data. As a conclusion, it is egoistic and biospheric value that has positive effect on green loyalty, while green functional benefit and green monetary cost act as mediation between the value orientation and green loyalty. As managerial implication, green brand marketing strategy should incorporate egoistic and biospheric values in messages in advertising and promotion.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.12
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• pp.481-490
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• 2020

Batik industry is a business activity oriented towards customer loyalty and is demanded to show an increasing diversity of products with various motives designed to prevent customers from moving to other companies. Therefore, the purpose of this study is to develop a theoretical approach in solving problems in the relationship between service quality and product diversity on satisfaction and word of mouth (WoM) and its impact on customer loyalty. Furthermore, this study also examined the mediating effects of satisfaction and WoM in the relationship between service quality and product diversity on customer loyalty. This research's object took the customers of Batik Semarangan Craftwork, Indonesia, with the phenomenon of always developing creative and innovative Batik motif designs that can be accepted by the market without leaving Semarang's uniqueness. The total sample was 98 customers. The results of the study showed that service quality and product diversity positively affected satisfaction and WoM and had a positive effect on customer loyalty. Besides, satisfaction and WoM had a mediating effect on the effect of service quality and product diversity on loyalty. Thus, it is essential for management to create and increase customer loyalty by paying attention to service quality, product diversity, satisfaction, and WoM.

• East Asian Journal of Business Economics (EAJBE)
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• v.7 no.2
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• pp.31-41
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• 2019

Purpose - This paper examines the major antecedents of customer loyalty for mobile operators in a developing country in Africa especially in Nigeria. This study tests 5 hypotheses about the relationships among service quality, customer satisfaction, trust, and customer loyalty. Research design and methodology - In order to collect the sample data, online survey was conducted via email and social media network. The samples were collected from 415 random respondents. The statistical analyses were done for both assessing the reliability and the validity and testing 5 hypotheses of this study. SPSS version 21 was used for empirical analysis. Results - Service quality has a significant effect on customer satisfaction and service quality has a significant effect on trust also. Customer satisfaction has a significant effect on trust and customer satisfaction has a significant effect on customer loyalty also. Trust has a significant effect on customer loyalty. All of 5 hypotheses were supported. Conclusions - The results of the study show that it is important for marketing managers to manage service quality, customer satisfaction, and trust for improving customer loyalty in mobile service industry. This study also provides some implications for mobile service managers about the importance of customer retention and customer loyalty.

• Korean journal of food and cookery science
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• v.23 no.1 s.97
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• pp.62-69
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• 2007

Competitions among domestic foodservice businesses get more intense as the presence of new competitors has rapidly increased. For the past decade, our domestic foodservice industry has shown outstanding growth and overcome poor industrial environments. The poor work conditions employees suffer from will cause negative effects on organization values and effectiveness. Although facing severe problems, most of foodservice businesses do not take aggressive counteraction to eliminate these issues. With this in mind, the study has been implemented to empirically investigate the effects of the foodservice business on organization values and organization effectiveness and then to utilize the findings of the study to develop various marketing strategies for the foodservice industry. The findings of the study were as follows: first, with respect to the effects among organization values, job satisfaction, and organization loyalty, the organization value was found to have positive effects both on job satisfaction, and organization loyalty. The findings demonstrated that the levels of job satisfaction and organization loyalty of employees may be increased by promoting organization values, as positive relationships were found between organization values, job satisfaction, and organization loyalty of employees. second, organization values were found to have a positive effect on organization loyalty. Therefore, job satisfaction should be considered as a key factor for achieving overall organizational loyalty of employees in the foodservice industry.

• The Journal of the Korea Contents Association
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• v.9 no.10
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• pp.292-304
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• 2009

This paper is to identify how merchandise quality, store environment, personnel service, sales promotion, store amenities and supporting service which is considered to store image components influence on satisfaction and loyalty and examine the role of satisfaction in explaining relationships between store image and loyalty. The results of the study are as follows: (1) each components of store image influence on cognitive satisfaction or emotionally based satisfaction or loyalty. (2) merchandise quality and store amenities have influence on cognitive satisfaction and emotionally based satisfaction is affected by personnel service and supporting service, but store environment has directly influence on loyalty. (3) store image components that is concerned with service in the store e.g. personnel service, supporting service build customer loyalty by mediating emotionally based satisfaction. In order to build strong customer loyalty, marketer have to formed through store image components that is much stronger on loyalty.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2003.11a
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• pp.67-70
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• 2003

This paper analyzes the causal relationship between customer satisfaction and customer loyalty in Korean High-speed Internet market, where has achieved a rapid development in these days. According to the previous literatures, profitability results from customer loyalty influenced by customer satisfaction. So, we firstly define and analyze their relationships with the survey data from 737 subscribers, by using Factor Analysis and SEM(Structural Equation Model). Secondly, we find and select major cause variables to affect customer loyalty. Finally, we suggest some useful implications to marketers on the basis of the analysis results. As a result, customer loyalty depends on the degree of customer satisfaction on network quality and service quality in high-speed Internet service. Particularly the satisfaction level on network quality affects customer loyalty relatively stronger than one on service quality. Thus it is suggested that marketers invest in improving network quality rather than service quality to enhance customer loyalty.

• Korean Journal of Human Ecology
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• v.21 no.6
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• pp.1185-1198
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• 2012

The purposes of this study were to investigate the relationships between e-loyalty formation process and satisfaction for apparel products by testing the research model developing upon prior researches, and to analyze the differences of the structural model between two groups (high satisfaction group and low satisfaction group). A total of 356 respondents participated through a convenience sampling at universities in Busan. Data were analyzed by a structural equation model analysis. The results were as followings: First, for the structural model, the attributes of shopping malls (e.g., e-store attributes and product attributes) affected consumer satisfaction which influenced the e-loyalty of shopping malls, mediated by value perception. Second, high-satisfaction group evaluated more importantly the attributes of shopping malls, higher perceived the value of products and web sites, more satisfied the mall, and had greater loyalty of online shopping malls than low-satisfaction group. Third, there were significant differences between high-satisfaction group and low-satisfaction group in the e-loyalty model for apparels. Specifically, for high-satisfaction group, the e-store attributes were more likely to influence the value perception of products and web sites than low-satisfaction group, while low-satisfaction group was the higher perceived the value of products, the more they satisfied and then the greater e-loyalty respectively. According to the findings, the implications and future suggestions related to e-loyalty of shopping malls for apparels are provided.

• Culinary science and hospitality research
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• v.23 no.4
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• pp.10-21
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• 2017

The purposes of this study were to verify the effects of HMR (Home Meal Replacement) selection attributes on satisfaction and loyalty for HMR. In addition, the moderating role of customer value was examined among selection attributes of HMR, satisfaction and loyalty for HMR. Using a convenience sampling method, the data were collected from those who have bought HMR in Seoul and Kyonggi area. After a total of 235 responses were collected, 220 were used for the analyses. The multiple regression analyses were conducted to test the hypotheses. The results are as follows. First, it was found that product practicality and cooking convenience of HMR selection attributes had an effect on satisfaction of HMR but that ingredients safety and package & circulation period did not have an effect on satisfaction of HMR. Second, satisfaction of HMR significantly impacted loyalty for HMR. Third, in low group for customer value, product practicality of HMR selection attributes had an positive effect on satisfaction of HMR, and ingredients safety of HMR selection attributes had an negative effect on satisfaction of HMR. In high group for customer value, cooking convenience of HMR selection attributes had an positive effect on satisfaction of HMR. In low group as high group for customer value, satisfaction of HMR had a greater impact on loyalty for HMR.

• Journal of Families and Better Life
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• v.28 no.4
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• pp.127-138
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• 2010

This study examines the consumer behavior towards service satisfaction and loyalty in the wedding service market when differentiated services were provided through a market segmentation that includes products, prices, and channels for service choices. This study uses the questionnaire research method to compare the wedding service consumer satisfaction between Korea and Japan. As for married couples, the convenience of transportation and name-recognition were the most important considerations among Koreans when it comes to choosing a place for wedding ceremonies. Meanwhile, Japanese counterparts considered reasonable prices and wedding services quality as the most important factors. In terms of the level of satisfaction in services provided by wedding halls, Korean married couples were found to be more satisfied than Japanese counterparts. Second, the impact of the level of satisfaction with wedding services on consumer loyalty was analyzed. It was found that name-recognition was an important influencing factor among both Koreans and Japanese. An increased satisfaction with name-recognition, resulted in higher loyalty by individuals to wedding halls. In terms of showing loyalty to wedding halls, Koreans were found to be more influenced by name-recognition than the Japanese. Third, there was no significant difference found in japan in terms of the impact of the level of satisfaction with wedding services loyalty.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.38 no.1
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• pp.188-198
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• 2015

Both employee satisfaction and loyalty play an important role in increasing the business performances of organizations in the service industry. However, the influence of TQM practices on employee satisfaction and employee loyalty has not been examined in the ICT service supply chain. This study aimed to investigate the impact of five total quality management (TQM) practices on employee satisfaction and employee loyalty in Korean ICT customer service and retail distribution organizations. Based on an empirical study of 578 respondents in a Korean ICT service company, the study examined the hypothesized relationships among TQM practices, employee satisfaction, and employee loyalty. Using structural equations modeling, it is found that TQM practices are significantly related to employee satisfaction, whereas the latter in turn influences employee loyalty. The results of analysis suggest that the ICT customer service and retail distribution organizations should concentrate on enhancing employee satisfaction of their TQM practices and creating a people-satisfied job environment.