• Journal of Digital Convergence
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• v.15 no.3
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• pp.87-98
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• 2017

As the market for coffee chains becomes fierce, it is important for coffee chains to establish an enduring relationship with customers and encourage them to revisit their stores. Thus, it becomes important to understand consumers' repurchase decision-making mechanisms in the context of coffee chains. Customer satisfaction, perceived switching costs, and regret were considered as the main factors of customers' repurchase intentions. Especially, the effect of regret experience of coffee chains on consumers' repurchase decision was examined. In addition, coffee quality, physical environment quality, service encounters performance, and brand trust were considered as attributes of coffee shop selection, and their effects on customer satisfaction and perceived switching cost were investigated. The results of the study showed that customer satisfaction and perceived switching costs had a positive effect on repurchase intention, while regret had a negative effect on repurchase intention. Coffee quality and physical environmental quality had no significant effect on customer satisfaction and perceived conversion cost. Service encounter performance had a significant impact on perceived switching costs alone. Brand trust had a significant impact on both customer satisfaction and perceived switching cost.

• Asia Marketing Journal
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• v.10 no.2
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• pp.99-123
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• 2008

Consumer satisfaction/dissatisfaction is key determinant of brand loyalty and store patronage behavior. But the results of many customer satisfaction surveys implemented by department stores show that consumer satisfactions do not predict the actual patronage behaviors well. The main reason of these surprising results would be that the consumer satisfaction indexes do not include some important determinants of consumer satisfaction. Many customer satisfaction surveys mainly focus on the evaluation of functional benefits including product assortments, merchandise prices and locational convenience. Recent studies indicate that emotional/hedonic benefits strongly influence the consumer satisfaction, intention to repurchase and intention to revisit. Our study suggests that both functional values and hedonic values should be included in developing the index of consumer satisfactions. The purpose of our study is to investigate the relationship between shopping value and consumer satisfaction, and actual patronage behavior. Shopping values is defined as the difference between total benefits and total shopping costs. Total benefits include the dimensions of product quality, service quality, and hedonic benefits. Total costs are classified as the monetary costs and non-monetary cost. The conceptual framework developed for this empirical study is as follows.

• Journal of Advanced Navigation Technology
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• v.16 no.6
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• pp.1065-1079
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• 2012

This research is done with the objectives to examine and to identify how the main factors of airline services, which become fundamentals for airline customers to select their favorite one, affect their customer satisfaction and their customer preference, with a focus on adjustable influence of converting cost. The survey has been conducted with the population of the airline customers who use international airlines through Incheon International Airport and processed with the objectives to verify the influence of the main factors of airline services to customer satisfaction and customer preference and also to collect the verified data for adjustable influence of converting cost between customer satisfaction and customer preference, and its results are as follows: Firstly, airline services have significant impact on their customer satisfaction. Secondly, they also have significant impact on their customer preference, Thirdly, the converting cost between both of customer satisfaction and customer preference to airline services doesn't involve the adjustable function in consecutive cost nor in learning cost but it does involve the one in sunk cost.

• Proceedings of the Korean Institute of Navigation and Port Research Conference
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• 2017.11a
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• pp.56-57
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• 2017

부산의 해수욕장인 해운대와 광안리를 중심으로 관광객들이 지각된 가치가 만족에 미치는 영향관계를 알아보고자 하였다. 지각된 품질과 지각된 비용은 만족과 정(+)의 영향관계를 가지며, 지각된 편의성은 만족과 부(+)의 영향관계를 가지는 것으로 나타났다.

• The Journal of the Korea Contents Association
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• v.17 no.3
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• pp.556-570
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• 2017

The purpose of this study is to examine the structural relationships among relational benefits of the franchise coffee shop, customer satisfaction, switching cost and relationship retention intention. The results of this study are as follows: First, among relational benefits, social benefits, psychological benefits, customization benefits and economic benefits had a significant influence on customer satisfaction. Second, among relational benefits, social benefits, psychological benefits, customization benefits and economic benefits had a significant influence on switching cost. Third, customer satisfaction had a significant influence on relationship retention intention. Fourth, switching cost had a significant influence on relationship retention intention. Finally, the conclusion section suggested strategic implications to induce relational benefits, customer satisfaction, switching cost and relationship retention intention based on the findings.

• Journal of Digital Convergence
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• v.11 no.1
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• pp.199-209
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• 2013

This study empirically investigates how the switching barriers influence the consumer's perceived intention to change his or her current favorite internet shopping mall. Drawing from switching cost theory, variables pertaining to trust, shopping mall service quality, product price, web page quality, switching barriers were examined to examine the consumer's behavioral intention to switch to another shopping mall. The interaction effect of consumer involvement was also included in the research model. The results of the study report that customer satisfaction and switching cost influence shopping switching intention, while the effect of attractiveness of the shopping mall was not significant in the statistical analysis. Furthermore, a moderating effect of consumer involvement was not found significant in the PLS analysis. The study demonstrates the shopping mall owners try to increase the customer's overall satisfaction and raise the switching barrier by providing mileage advantages, for instance.

• The Journal of the Korea Contents Association
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• v.15 no.2
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• pp.433-443
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• 2015

This study aims to analyze key antecedents of customer loyalty based on dedication-based and constraint-based mechanisms. Our framework provides a theoretical lens of how two distinctive mechanisms influence customer loyalty in a coffee chain context. In this regard, this study examines the effects of customer satisfaction and switching costs on customer loyalty in a coffee shop market. In order to test the proposed model, data collected from 263 university students were empirically tested by using partial least squares regression. The analysis results reveal that customer loyalty is jointly influenced by both a dedication-based and a constraint-based mechanisms. Coffee quality service quality, price and value, and service atmosphere significantly affect user satisfaction. Habit and brand image were found to be the key factors of forming perceived switching costs.

• Proceedings of the Computational Structural Engineering Institute Conference
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• 2011.04a
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• pp.22-25
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• 2011

본 연구에서는 경제성에 기반한 초고층건물 구조시스템의 대안평가 방안에 대하여 연구하였다. 초고층건물 구조시스템의 대안평가 항목은 크게 구조성능, 경제성, 공기의 세 가지로 나눌 수 있다. 일반적으로 구조성능은 주어진 기준의 만족여부로 평가하며, 최종적으로는 경제성이 평가에 결정적인 영향을 미치게 된다. 본 연구에서는 구조성능을 만족하는 대안에 대하여 공기를 비용으로 환산하고, 최종적으로는 물량에 의한 비용과 공기에서 환산된 비용을 합산하여 대안을 평가하는 방안을 제안하였다. 공기의 비용화는 공기의 비용연동지수를 구하고 이로부터 공기의 대체경제성비용을 산정하는 방법으로 고려하였다. 제안된 대안평가 과정은 수많은 대안을 짧은 시간에 평가할 수 있도록 전산시스템 구현가능성을 염두에 두고 구축하였다.

• Proceedings of the CALSEC Conference
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• 2001.08a
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• pp.449-455
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• 2001

SCM(물류) 관리자의 역할 경영자와 주주를 위한 SCM(물류) BPR Master Plan을 통한 Innovation SCM 총비용 추적 및 관리 Visibility 향상을 통한 고객 만족지수 향상 및 수요 창출 지속적인 SCM 비용 감소를 위한 방안 고정 자산 투자 감소 재고 자산 비용 물류 Outsourcing 증대 SCM비용감소 vs 고객 만족 Process(S/W) vs H/W 통합 SCM 정보 시스템 구축(Big Picture) Best of Breed Solution Roadmap Analyst Critical Decision Supporter(중략)

• Proceedings of the Safety Management and Science Conference
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• 2005.05a
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• pp.499-502
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• 2005

기업의 이익을 최대화하기 위해서는 고객의 만족이 최대화 되어져야 한다. 고객의 만족도를 알 수 있는 부분은 크게 고객의 비용(가격), 고객의 시간(납기), 고객의 요구사항(품질)으로 나눌 수 있다. 본 논문에서는 그 중 시간에 초점을 맞추어 비용으로 환산하여 기업의 입장에서 최소의 비용을 만족하는 최적의 발주량을 산출하여 보고자 한다.