Browse > Article

Empirical study on Customer Satisfaction and others Factor influencing "would recommend" in NPS(Net Promoter Score) - Focus on Kitchen furniture -  

Kim, Kyu-Sik (HANSSEM Co., CS Center)
Ree, Sang-Bok (Dept. of IE., Seokyeong University)
Publication Information
Journal of Korean Society for Quality Management / v.37, no.2, 2009 , pp. 58-67 More about this Journal
Abstract
Customer Satisfaction Management(CSM) is becoming more common and the importance of measuring the CS Index(CSI) is getting higher and higher. Furthermore, the existing CSI have many problems in view of the link between enterprise result and those indecision, which could not explain the links clearly. Therefore, NPS(Net Promoter Score) index have been developed by Fred Reichheld and the NPS shows up rapidly and attract attention. In this paper, we provide conceptual frameworks on the links among the latent variables(total CSI, elementary CS and the referral) and propose more effective and practical index between CSI and the "would recommend" index through testing the Structural Equation Model(SEM) on "CSI${\leftrightarrow}$would recommend${\leftrightarrow}$referral".
Keywords
Customer Satisfaction; NPS; would recommend; Empirical Study;
Citations & Related Records
연도 인용수 순위
  • Reference
1 김계수(2006), 'AMOS / LISREL 이용 인과분석 연구 방법론', 도서출판 정람
2 이유재, 이청림(2006), "고객만족이 기업의 수익성과 가치에 미치는 영향", '마케팅연구', 21권, 2호
3 Arndt J.(1979), "Toward a concept of domesticated markets", Journal of Marketing, Vol. 43, pp. 69-75   DOI   ScienceOn
4 Fishbein, M and Ajzen, I.(1975), Belief Attitude, Intention and Behavior : An Introduction to Theory and Research Reading MA, Addison-Wesley
5 Van De Ven, A H. and Ferry, D. L.(1980), Measuring and Assessing Organization, pp. 76-87, New York
6 Zeithaml, and Bitner, M. J.(1996), Service Marketing, McGraw-Hill, New York
7 배병렬(2006), 'LISREL 구조방정식 모델-이해, 활용 및 프로그래밍', 도서출판 청람
8 이유재 (2000), "고객만족 연구에 관한 종합적 고찰", '소비자학 연구', 11권 2호, pp. 139-266
9 정지택 역 (Fred Reichheld 원저), '지속적 성장을 위한 1등기업의 법칙', 청림출판, 2006
10 김현수(2007), '고객만족도가 재무성과에 미치는 영향', 한양대석사논문
11 Reichheld, F. Frederick(2003) "The One Number You Need to Grow", Harvard Business Review, vol. 81, pp. 46-54   PUBMED
12 Woodside, A. G., Lisa, F. and Robert, T. D.(1989), "Linking Service Quality, Consumer Satisfaction and Behavior Intention", Journal of Health Care Marketing, Vol. 9(Dec.), pp. 5-17   PUBMED
13 김건우(1999), "고객 만족과 기업 성과와의 관계",한국고객만족 경영학회, '고객만족 경영연구', 1권, 1호
14 KMA(한국능률협회)(2005), "기업경쟁력과 국가경제 질적 향상 지표", 'KCSI 전략보고서', 5호
15 Fazio, R. H. and Powell, M.C. and Williams, C.J.(1989), "The Role of Attitude Accessibility in the Attitude-to-Behavior Process", Journal of Consumer Research, Vol. 16, pp.280-288   DOI   ScienceOn
16 Anderson, E. W. and Sullivan, M. W.(1993), "The antecedents and consequences of Customer Satfaction for Firms", Marketing Service, Vol. 12(Spng), pp.125-143   DOI   ScienceOn
17 Anderson, E. W. , Fornell, C. and Lehmann, D.R.(1994), "Customer Satisfaction, Market Share and Profitability: Findings from Sweden", Journal of Marketing, Vol. 58(Jul.), pp. 53-66   DOI   ScienceOn
18 Fishbein, M and Ajzen, I.(1980), Understanding attitudes and predicting social behavior, Prentice-Hall, New Jersey
19 조대우, 황경연(2001), "인터엣 뱅킹 이용에 영향을 미치는 요인 - 계획된 행동이론을 중심으로", '경영학 연구', 30권, pp. 1225-1249
20 황혜정, 최정환(2007), "NPS의 효과적 실행 요건" LG 경제연구원, 'LG Business Insight'
21 Berger, I. E. and Mitchell, A. A.(1989) "The Effect of Advertising on Attitude Accessibility, Attitude Confidence, and the Attitude-Behavior Relationship", Journal of Consumer Research, Vol. 16, pp. 269-279   DOI   ScienceOn
22 Budd, R. and Spencer, C. P.(1984), "Latitude of Rejection, CentraIity and Certainty : Variables Affecting the Relationship between Attitudes, Norms and Behavioral lntentions", British Journal of Social Psychology, Vol. 23, pp. 1-8   DOI
23 Miniard, Paul W. and Cohen, J. B.(1983), "Modeling Personal and Normative Influences on Behavior", Journal of Marketing Research, vol. 10, pp. 169-180   DOI   ScienceOn
24 Cronin, J. J. Jr. and Taylor, S. A(1994), "SERVPERF versus SERVQUAL: Reconciling Performance based and Perceptions -minus- Exceptions Meurement of Service Quality, Journal of Marketing, Vol. 58. pp. 125-131
25 Keiningham, T. L., Cooil, T. B., Andreassen, W. and Aksoy, L.(2007), "A Longitudinal Examination of Net Promoter And Firm Revenue Grow", Journal of Marketing, Vol. 71, pp. 39-51   DOI   ScienceOn
26 김병소, 한영석(2001), "합리적 행위이론과 계획된 행동이론에 의한 온라인 구매행동 이해", '한국심리학회지 : 사회 및 성격', 15권, 3호, pp. 17-32
27 Cronin, J. J. Jr. and Taylor, S. A.(1992), "Measuring Service Quality : A Reexamination and Extension", Journal of Marketing, Vol. 56(Jul.), pp. 55-68
28 송종태 (2003), '서버스품질이 고객만족과 재구매 의도 및 구전 커뮤니케이션에 미치는 영향', 원광대 박사학위 논문
29 Oliver R. L.(1980), "A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions", Journal of Marketing Research, Vol. 117(Nov.), pp. 460-469
30 Shimp, T. A. and Kavas, A.(1984), "The Theory of Reasoned Action Applied to Coupon Usage", Journal of Consumer Research, Vol. 11, pp. 795-808   DOI   ScienceOn
31 Nunally,(1978), Psychometric Theory, McGraw-Hill, New York
32 Richins, M. L.(1983), "Negative Words-of-Mouth by Dissatisfied Consumers : A Pilot Study", Journal of Marketing, Vol. 47, pp. 68-78   DOI   ScienceOn
33 Petty R. E., and Cacioppo, J. T. and Schuman, V.(1983), "Central and Peripheral Routes to Advertising Effectiveness : The Moderating Role of Involvement", Journal of Consumer Research, Vol. 10, pp. 135-146   DOI   ScienceOn
34 Fornell, C. and Larcker, F. D.(1981), "Evaluating Structural Equation Models with Unobservable Variables and Measurement Error", Journal of Marketing Research, Vol. 18(Feb.), pp. 39-50   DOI   ScienceOn
35 정지택, "NPS 개념이해와 전략적 활용 방안", 한국표준협회, '2007 NPS Conference 자료집', 2007