• Culinary science and hospitality research
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• v.15 no.3
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• pp.42-53
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• 2009

There has been increased interest in revealing how well-being and selection attribute affect customer satisfaction and customer loyalty. Recently, there are growing needs to pursue health and better life, and this study has proposed to explore the relations between well-being and selection attribute and customer satisfaction and customer loyalty. The results are as follows. First, well-being significantly affected customer satisfaction and customer loyalty, showing that well-being was an important variable for improving customer satisfaction and loyalty for Korean traditional pastry. Second, selection attribute had significant influence on customer satisfaction, but not customer loyalty, which are supposed to confuse the minds of customers who select traditional pastry. In this respect, it is concluded that customer satisfaction and loyalty were made according to the customer needs to be more healthier and pursue better life based on the colors and tastes of Korean traditional pastry.

• Culinary science and hospitality research
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• v.15 no.4
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• pp.131-143
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• 2009

There are increasingly interests among researchers to focus on the relations between core benefits and situational variation of hotel restaurants, and make coordination of customer satisfaction and customer loyalty to be more profitable of hotels. This study has investigated how much core benefits were effected by situational variation on customer satisfaction and customer loyalty for hotel restaurants. The result is suggested as follows as explained to test this study. First, core benefits were effected on customer satisfaction and loyalty as significant relationship. Second, situational variation was significantly effected on customer satisfaction and loyalty. Third, customer satisfaction was influenced customer loyalty to be positive relations with satisfaction and loyalty for restaurants.

• Asia Marketing Journal
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• v.3 no.3
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• pp.1-137
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• 2001

인터넷 쇼핑몰은 인터넷의 확산과 더불어 괄목할 만한 성장을 하고 있는 분야로서, 이제는 쇼핑몰과 관련이 없던 기존의 인터넷 사이트들 역시, 전문몰이든 종합몰이든 그 형태에 상관없이 쇼핑몰을 운영하는 상황에 이르렀다. 이처럼 인터넷 쇼핑몰들은 날로 치열해지는 경쟁 상황에서 살아남기 위하여 고객들의 애호도 증진을 통한 장기적 경쟁 우위의 확보에 노력하고 있다. 본 연구는 인터넷 쇼핑몰에서의 고객애호도를 결정짓는 요인들을 실증적 자료를 통해 살펴보았다. 먼저 고객의 관점에서 인터넷 쇼핑몰의 품질을 평가하는 변수들과 인터넷 쇼핑몰의 고객특성에 대한 평가 척도들을 세분화하고 이들과 고객애호도와의 관계를 파악하는 한편, 온라인 몰과 온라인 스토어 프론트로 구분된 소매점 유형에 따른 고객애호도 결정요인을 각각 규명하였다. 연구결과를 토대로 인터넷 쇼핑몰들의 소비자 애호도 증진 전략을 논하였다.

• Asia Marketing Journal
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• v.2 no.1
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• pp.83-98
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• 2000

본 논문은 국내소비자들을 대상으로 상표애호도를 측정하고 고객의 애호도 수준과 가격판촉에 대한 반응간의 관계를 분석하려는 탐색적 연구의 하나이다. 이를 위해 국내시장에서 수집된 비내구소비재에 대한 패널자료 중 탄산음료와 씨리얼제품을 대상으로 분석을 실시하였다. 실증분석 결과 각 제품에 높은 애호도를 보이는 고객의 인구통계적 특성은 다소 차이가 있는 것으로 밝혀졌다. 상표애호도와 가격판촉간의 관계에 있어서 상표애호도가 높은 고객집단이 낮은 집단에 비해 선호하는 상표에 대해 높은 가격을 지불하며 가격판촉에 덜 민감하게 반응하는 것으로 나타났다.

• Journal of Korea Society of Industrial Information Systems
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• v.19 no.4
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• pp.73-85
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• 2014

The service quality customers perceived has positive relationships with trust, image, and satisfaction toward airline companies. Providing personal and non-personal services could be factors that build up not only overall impressions but positive and negative emotions and could be connected to customer behavioral intention. Thus, this research divided service encounter quality into personal and non-personal encounter quality and investigated effects of two types of service encounter quality on airline image, perceived value and customer loyalty. The result shows that personal service encounter quality has a positive effect on airline image and a negative effect on perceived value. Non-personal service encounter quality has an influence on airline image and a negative influence on perceived value. Personal service encounter quality does not have a significant effect on customer loyalty but non-personal service encounter quality has an effect on customer loyalty. Airline image does not affect perceived vlaue significantly however, do affect customer loyalty. Finally, perceived value does not have a significant effect on customer loyalty.

• Asia Marketing Journal
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• v.12 no.3
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• pp.43-62
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• 2010

The notion of customer orientation is now importantly considered in the context of banking industries. Despite customer-oriented organizational cultures, there are few studies addressing the relationship between customer orientation and its outcomes. In particular, this study aims at testing the effect of customer orientation as a key marketing effort designed by a bank. This is because interest rate sensitivity is critical for evaluating banking services after raising the base rate. In so doing, first, this study investigates the relationships among customer orientation, interest rate sensitivity, and customer loyalty. Second, this paper examines how the moderating effects of both deposit interest and loan interest rates influence the linkages of customer orientation-interest rate sensitivity and customer orientation-customer loyalty. To test the proposed model, research data are collected from 304 subjects who use banking services(e.g., Shin-Han, Kookmin, the First Bank, Hana, and Woori banks). Each construct was measured by published items and the psychometric properties of the three constructs, excluding two constructs of the moderators, were evaluated by employing the method of confirmatory factor analysis via the use of AMOS. The model fit was also evaluated using the CFI, TLI, and RMSEA fit indices that are recommended based on their relative stability and insensitivity to sample size. The findings show that the relationship between customer orientation and customer loyalty is significant, whereas the relationships between customer orientation and interest rate sensitivity and between interest rate sensitivity and customer loyalty are not supported. Although customer orientation is highly evaluated, customers' interest rate sensitivity that results in the comparison of interest rates plays an important role in reducing the effect of customer orientation. As a consequence, interest rate sensitivity does not influence customer loyalty. First of all, one of interesting results in this study is that the moderating effect of loan interest rate is quite different from deposit interest rate. In the case of deposit interest rate, the linkages both customer orientation-interest rate sensitivity and customer orientation-customer loyalty are insignificant. In the case of loan interest rate, however, the two proposed linkages are supported. As our proposed relationships are still in its infancy in the context of banking industry, our study contributes to enhance scholars' knowledge of bank services and provides insights for practitioners when their marketing strategies, particularly both deposit and interest rates, have to be established. Finally, this research also illuminates the need for further research that considers the influence of customer orientation on consumer's decision-making and bank profits. More specifically, the results are encouraging and will lead us to further investigate this key outcome of the banking deposit/interest rates.

• Information Systems Review
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• v.8 no.1
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• pp.101-123
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• 2006

The main purpose of this study is to conceptualize and investigate the relationship between customer satisfaction and the linking variables of customer loyalty in internet shopping mall including general merchandise and specialized online mall. To achieve this objective, the study tries to validate the structural equation model and causal relationships among the model's elements involving customer satisfaction, customer trust, customer attitude, relationship involvement, and customer loyalty. The same research model was used in analysing general merchandise and specialized internet shopping mall to reveal and compare the casual path constructs. Empirical findings are as follows: First, all the hypothesis concerned with internet merchandise shopping mall were accepted but the direct effects between satisfaction $\Rightarrow$ loyalty and satisfaction $\Rightarrow$ attitude rejected in case of specialized internet shopping mall. Second, I found out that there were direct or indirect relationships between the mediating variables(satisfaction, attitude, involvement) and site trust and customer loyalty irrespective of internet shopping site patterns. In Particular, the direct effects of on customer loyalty showed the difference each other, but the indirect effects through satisfaction, attitude, or relationship involvement were all accepted. This means that the proper management concerned with indirect path is probably more important for the success of all kinds of internet shopping mall. The implications of this research may be summarized as follows. First, click and mortar companies should clearly understand and articulate the key requirements of shopping mall trust and satisfaction. Second, online companies are encouraged to establish linkage including trust, positive attitude, relationship involvement in order to foster customer loyalty. Third, companies are not only required to differentiate the internet marketing strategy adapting to the patterns of internet shopping mall but also to customize the interaction strategy in the formation process of customer loyalty.

• Asia-Pacific Journal of Business
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• v.1 no.2
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• pp.83-106
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• 2010

The purpose of this study is to examine how perceived service quality influences perceived uncertainty, customer satisfaction, relation quality and loyalty, and in turn, provides insight for Korean banks when they penetrate into the Chinese marketplace. The findings are as followed. First, Perceived uncertainty has an important mediating role in the relation between perceived service quality and customer satisfaction. Second, perceived service quality has a direct effect on customer satisfaction, customer satisfaction has an important mediating role in the relationship between perceived service quality and relationship quality. Third, perceived uncertainty has a direct effect on customer satisfaction, but is significantly negative. Customer satisfaction has an important mediating role in the relationship between perceived uncertainty and relationship quality. Fourth, relationship quality has a direct effect on attitudinal loyalty and behavioral loyalty.

• Asia Marketing Journal
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• v.5 no.1
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• pp.1-22
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• 2003

의료서비스 이용자의 가장 큰 불만은 대기시간으로 나타나고 있으나 대기시간에 대한 외국의 활발한 연구와는 달리 국내의 실증적 분석자료는 미흡한 실정이다. 본 연구는 의료서비스 접점에서 대기시간과 관련한 다양한 요인 중, 의료서비스 제공자의 대기시간에 대한 배려와 고객의 지각된 대기시간 및 대기시간 활용이 서비스접점의 부정적인 감정과 수용가능성, 서비스품질평가와 애호도에 어떠한 영향을 미치는지를 실증적으로 검정해 보고자 하였다. 실증분석 결과 대기시간 배려는 서비스접점의 부정적 감정을 줄이고 수용가능성은 높이는 것으로 나타났으나, 지각된 대기시간은 부정적인 감정을 높이고 수용가능성은 낮추는 것으로 나타났다. 또한 서비스접점의 부정적인 감정은 서비스품질과 애호도를 낮추고 수용가능성은 서비스품질평가와 애호도를 높이고 있으나, 고객의 대기시간의 활용은 부정적인 감정과 수용가능성에는 영향을 미치지 않은 것으로 나타났다. 이 중 지각된 대기시간이 부정적인 감정에 가장 큰 영향을 미치는 것으로 나타났다.

• The Journal of the Korea Contents Association
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• v.15 no.7
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• pp.618-628
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• 2015

The purpose of this study was to seek out the structural relation among Relationship Benefits, Customer Satisfactions, and Customer Preference of members to Personal Training. For the subject of this study, we selected 227 persons among men of more than 20 years old age who used Personal Training Center more than 1 month through the Convenient Sampling Method. For the analysis, we used SPSS 15.0 Statistics Package and AMOS 7.0 program as a research tool and have carried out Frequency Analysis, Confirmatory Factor Analysis, Reliability Analysis, and Structural Equation Model Analysis. The results were as follows: First, the Customization Benefits among Relational Benefits have a positive effect on the Customer Satisfaction. Second, the Psychological Benefits and Social Benefits among Relational Benefits have a positive effect on the Customer Preference. Third, the Customer Satisfaction has a positive effect on the Customer Preference.