• Journal of Fashion Business
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• v.13 no.5
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• pp.110-120
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• 2009

The goal of this study was to investigate the influence of customer service quality on customer satisfaction. Also the object of this study is to indicate the influence on word of mouth and intention of repurchase which is a variable of customer satisfaction. The subjects were 357 female adults living in Suncheon City, Jeollanam Province. The questionnaires were conveniently sampled from June 1 to 30, 2006. The collected data was analyzed by percentage, frequency, mean, factor analysis, reliability, regression using the SPSS program. The five hypotheses set in the research model, all were selected through empirical analysis. Main findings are as follows: As a result of factor analysis, customer service quality of discount store verified four items, that is, personal service, VMD of stores/atmosphere, store policy, product assortment. As a result of regression analysis, customer service quality influenced customer satisfaction. The intention of repurchase and word of mouth received a positive influence from customer satisfaction. The intention of repurchase influenced the word of mouth, and it received a positive influence from the word of mouth.

• Journal of Information Technology Services
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• v.8 no.2
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• pp.1-22
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• 2009

Recently, improving service quality for customer satisfaction is one of the most important issues and the task for the growth of company. Furthermore, plenty studies are going on progress to develop service quality in IT industry. There have been so many researches of product quality on package software but yet the service quality of package software has been rarely studied before. Thus, the purpose of this study is to formulate a scheme on how to enhance the competitivity of package software company by analyzing the impacts of these two factors on the customer satisfaction, Word-of-Mouth intention and the reuse intention. The study models have been designed and the hypotheses have been made through the examination of the precedent literature about package software product and service quality. A questionnaire survey was performed to collect information, and the unit of analysis was a person who used package software. This study used the statistical technique such as regression analysis. This study may be utilized as basic data for building marketing strategies when package software companies offer service to customers.

• Proceedings of the Korea Information Processing Society Conference
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• 2020.05a
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• pp.631-632
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• 2020

본 논문에서는 고객추천지수(NPS : Net Promoter Score)를 이용하여 2019년도 이용 고객의 서비스 만족 및 품질에 대하여 모니터링하고 기관의 고객만족 개선 활동에 대한 고객의 의견을 분석하기 위함이다. 한국과학기술정보연구원의 한민족과학기술자네트워크(KOSEN : The Global Network of Korean Scientists & Engineers)는 전 세계 한인 과학기술자들을 하나로 연결하는 네트워크 서비스로 2019년 현재 70여개국 14만여 회원들로 이루어진 거대한 네트워크로 성장하였습니다. 1999년 이래 과학기술부, 교육과학기술부, 미래창조과학부, 과학기술정보통신부 지원 사업으로 한국과학기술정보연구원에서 운영해오고 있습니다. 네트워크를 통한 한인 과학기술자들의 지식 공유가 주목적이며, 연구자들을 위한 다양한 서비스를 무상으로 제공하고 있습니다. 이를 위해 서비스를 경험한 262여 명의 의사결정자를 대상으로 한민족과학기술자네트워크에 대한 고객충성도를 분석하였다. 이와 같은 연구결과는 인터넷 등 정보의 발달로 고객의 긍정적 또는 부정적인 구전이 급속도로 노출되는 환경에서 고객의 만족도를 관리함으로써 핵심고객을 확보하는데 사전 예측자료로 활용될 수 있다.

• The Journal of the Korea Contents Association
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• v.8 no.10
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• pp.180-188
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• 2008

The purpose of this study is to investigate the impacts of e-service quality factors on customer satisfaction and behavior intention. This study also aims to examine the relationship between the variables of web site service quality variables (reliability, information, design, communication, entertainment, convenience), the customer satisfaction with web site, relationship intention and word of mouth intention. As the results, the study found that factors of web site service quality variables has a positive impact on customer satisfaction. And customer satisfaction also has a positive impact on relationship intention and word of mouth intention. At the same time, it was found that customer satisfaction had an effect on relationship intention through the mediation of word of mouth intention indirectly as well as directly. According to those results, marketing managers should develop different service strategies.

• Culinary science and hospitality research
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• v.19 no.4
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• pp.109-118
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• 2013

The purpose of this study is to know the effect of Jeonju bibimbap specialty restaurants' service quality on customer satisfaction and revisit intention. The respondents of this study were people who visited one of bibimbap specialty restaurants in Jeonju. The summary of this study is as follows. First, people tend to visit a bibimbap specialty restaurant once in two weeks on average. The most popular bibimbap restaurant is Gajokhoekwan (Family Hall). In addition, the purpose of visiting is usually to have dinner or lunch with family, and most respondents answered that information about bibimbap is shared with surrounding people. Second, it was found that the service reactivity factor and the food factor (among other factors such as facility, reliability) mostly affect customer satisfaction. Third, for the impact of customer satisfaction on revisit intention, revisit intention tends to increase as customer satisfaction increases. In that sense, to enhance customer satisfaction and attract more customers, restaurant operators need to strengthen effort for improvement of services by recognizing the importance of service quality.

• Journal of Industrial Convergence
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• v.16 no.1
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• pp.1-14
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• 2018

Online retail business has provided internet-based companies with the opportunities to be connected with online customers from all over the world. However, many online customers do not complete their transactions online even if they have already choose what they want because they perceive online payment service is risky or perceive difficulty of paying online. A large body of researchers have examined the important variables that influence online payment, however, these studies can hardly predict the future development tendency after five or ten years since the environment of online market changes so fast more than ever. Therefore, the purpose of this study is to examine the importance of factors affecting online payment and to provide long term dynamic decision making model for third-party payment companies and online service providers. To serve the purpose, this study used system dynamics approach to develop a model of online payment adoption and to simulate various development paths for ten years. The analysis results show that the number of online payment customers increase continuously in ten years, and service quality, system quality, and effort expectancy are key factors for customers to pay online.

• Knowledge Management Research
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• v.12 no.5
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• pp.1-10
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• 2011

Forming a network, through Social Network Services (SNS), among a group of people who share the same hobby or interests could increase the information sharing among the members at an exponential rate. Moreover, SNS users' behavior extends beyond the traditional introverted consumption behavior to a proactive behavior by owning or actively sharing product information. For firms, such proactive consumer behavior translates into marketing effects such as the word of mouth (WOM) effect. Therefore, SNSs are accepted not only as a communications channel between firms and consumers but also as marketing channel, suggesting the possibility of a new revenue source. In this context, we will explore into the factors of SNS contents which conserve firms' image and product information, and effects of the factors on consumer attitude and WOM.

• Proceedings of the Korea Contents Association Conference
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• 2008.05a
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• pp.398-402
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• 2008

The purpose of this study is to investigate the impacts of e-service quality factors on customer satisfaction and behavior intention. Difference and moderating effect resulting from the type of web site users about an association with reaction of satisfaction and those component concepts are also one of the aims in the study. As the results, the study found that factors of web site service quality variables has a positive impact on customer satisfaction. And customer satisfaction also has a positive impact on relationship intention and word of mouth intention. According to those results, marketing managers should develop different service strategies.

• Journal of Distribution Research
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• v.14 no.1
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• pp.27-44
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• 2009

This research classified the customer service factor of on-line shopping mall into tangibility, reliability, responsiveness, and empathy and analyzed the effect that the factors affect to consumer's purchase and re-purchase. If we present suggestions on the basis of these results of study, we would provide next two points: First, purchasers have utilized online shopping mall who pursued free from hard sell that being done in off-line and convenience of purchase affected more by reliability and responsiveness such as the fame of shopping mall that visit, reliability of security, and quick product search than the Customer of After-purchase Feedback influence for online purchasers decision factor out of consumer's purchase and re-purchase by on-line shopping mall customer service factor. Second, This study analyzed that online re-purchaser recognized the Customer of After-purchase Feedback factor high and built their loyalty through friendly emotion of on-line shopping mall and satisfaction of shopping mall service, and recommendation. In addition, they behave themselves as an affirmative messenger that is role of the Customer of After-purchase Feedback that make active opinion presentation and participation through community by important adjustment impact that empathy factor of on-line shopping mall customer service.

• The Journal of the Korea Contents Association
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• v.8 no.2
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• pp.150-163
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• 2008

It is said that customers buy not products but brands embedded in their mind, so that they are used as a key tool of strong marketing strategy. The present paper is a study on service brand equity, on which much research has not been conducted. The purpose of the present study is to propose the way to manage service brand equity which is essential to gaining competitive superiority by examining the effect of the factors of marketing communication on it. The researcher presented a research model by inquiring into existing researches on marketing communication and service brand equity and set up a research hypothesis. Internet service was chosen as the subject of the study. The reason for this is that it is the most intangible and there is no difference in price and quality, so that it is actively being marketed. The present positive study verified the relation between the factors of marketing communication such as advertising, public relations, sales promotion, and word-of-mouth advertising and brand recognition, brand image, and brand loyalty. The results of the positive study are as follows. Advertising, sales promotion and word-of-mouth advertising had an effect on brand recognition. Public relations, sales promotion and word-of-mouth advertising had an effect on brand image. Brand image and brand recognition affected brand loyalty.