• The Journal of the Korea Contents Association
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• v.9 no.6
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• pp.344-356
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• 2009

The purpose of this paper is to identify the causal role both emotionally based satisfaction and service reputation by examining the relationships among each dimensions of service quality, cognitive satisfaction, emotionally based satisfaction, service reputation and service loyalty in mobile telecommunication company. The results of the study are as follows: First, conviction quality had not influence on both cognitive satisfaction and emotionally based satisfaction, but tangibles quality had more influence on cognitive satisfaction than emotionally based satisfaction and responsiveness quality had more influence on emotionally based satisfaction than cognitive satisfaction. It found that there was a significant positive relationship between dimensions of the service quality, cognitive satisfaction and emotionally based satisfaction, and dimensions of the service quality affect satisfaction either directly or indirectly through emotion. Second, consumer satisfaction had more effect on service loyalty through service reputation than direct effect. Therefore, service loyalty can be build by increasing emotionally based satisfaction and service reputation to customer who is perceived as good service.

• 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.

• Journal of Korea Society of Industrial Information Systems
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• v.6 no.1
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• pp.99-108
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• 2001

사용자 만족(User satisfaction)은 Bailey와 Pearson(1983) 이후, 정보시스템 분야의 연구에서 시스템의 성능(Performance)을 대변하는 성과변수로서 가장 널리 사용되어져 왔다.[Delone & McLean, 1992]. 그러나 사용자 만족은 실제 시스템의 객관적인 성능이나 품질이 아닌 사용자에 의해 지각된(Perceived) 만족이므로, 인간이 인지과정에서 받는 다른 영향들로 인하여 지각된 성과는 실제의 시스템 성능과 다를 수 있다.[Gatian 1994; Szajna & Scamell, 1993. 따라서 만일 사용자가 지각한 성능이 객관적인 실제의 시스템 성능과 반드시 일치하지 않는다면, 그 원인은 무엇이며, 사용자가 시스템을 평가하는 과정에서 어떤 요인들이 작용하여 이러한 왜곡된 결과를 가져오는지, 사용자 만족이 결정되는 인지적 과정을 규명할 필요가 있다. 이러한 의미에서 본 연구는 마케팅 분야에서 일반상품에 대한 소비자의 만족 결정에 영향을 주는 변수와 그 결정과정을 연구한 소비자 만족/불만족(Consumer Satisfaction / Dissatisfaction)의 연구이론을 도입하여, 정보시스템이란 상품을 대상으로 사용자가 만족을 느끼게 되는 과정을 인지적(Cognitive) 관점에서 규명하고, 만족결정에 영향을 미치는 변수들을 찾아낸 후 소비자 만족을 결정하는 모형을 연구하고자 하였다. 8개 기업의 정보시스템 사용자부터 데이터를 수집하여 LISREL을 이용하여 사용자 만족 연구 모형을 검증하였다. 분석 결과, 결정모형은 유의하였으며 정보시스템의 사용자 만족에 영향을 미치는 변수로는 시스템의 성능 뿐 아니라 기대불일치가 함께 영향을 미치는 것으로 나타나 시스템 성능의 향상과 함께 사용자들의 기대수준 관리에 관심을 기울일 필요가 있는 것으로 나타났다.

• 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.1 no.1
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• pp.2.1-2.38
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• 1998

본 연구에서는 소비자 만족 형성 과정에서 발현되는 소비자의 감정 반응의 역할에 대해 이론적 및 실증적으로 고찰하였다. 소비자 감정 반응에 관한 선행 연구의 고찰을 통해 소비자 만족 형성 과정에서 발현되는 소비자 감정 반응은 구매라는 사건을 중심으로 기분 상태와 소비 정서라는 주요한 범주로 구분할 수 있음을 발견하였다. 다음으로 감정과 인지의 관계를 설명하는 이론, 특히 정서의 인지적 평가 이론을 기초로 기존의 기대-불일치 모형에 의한 인지적 과정과 기분 상태→소비 정서의 감정적 과정을 결합하는 연구 모형을 수립하고 확인적 요인 분석과 구조 방정식 모형으로 실증 분석하였다. 실증 연구 결과 점포 내 기분 상태는 유쾌와 각성, 소비 정서는 긍정적 소비 정서와 부정적 소비 정서의 차원으로 구분되며, 기대가 소비자의 점포 내 기분 상태의 인지적 평가로, 불일치가 소비 정서의 인지적 평가로 간주될 수 있으며, 점포 내 기분 상태가 제품의 성과 판단과 소비 정서에 직접적으로 영향을 미친다는 사실이 밝혀졌다.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.14 no.5
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• pp.2168-2177
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• 2013

In order to analyze the influence of subjective cognition about determinant factors in employment on job satisfaction, this study utilized The Graduates Occupational Mobility Survey(GOMS) 2010 Year and the subjects of this survey were 4,051 people who graduated from university. The results of this study were follows: First, subjective cognition about determinant factors in employment and job satisfaction were showed significant difference by gender, type of school, school location, major fields. Second, school in region, education major, the academic factor, the certification & major field factor, the personality & human connection factor were found to have positive(+) influence on the intrinsic satisfaction. Third, 2~3years college, school in region, social major, education major, technology major, natural major, medical major, academic factor, the certification & major field factor, the personality & human connection factor were found to have positive(+) influence on the extrinsic satisfaction. This study provides detailed analysis on subjective cognition about determinant factors in employment, offering new verification of work job satisfaction.

• Information Systems Review
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• v.15 no.2
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• pp.91-110
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• 2013

Due to the intense competition and low switching cost, to find out which factors will significantly impact on user's continuance intention is very important for mobile instant messaging (IM) practitioners. In this study, we adopted network externalities and perceived service quality as independent variables based on the definition of mobile IM service. Network externalities also include direct externalities (referent network size) and indirect externalities (perceived complementarity). The result of this study shows that referent network size has a critical influence on perceived usefulness and perceived complementarity has a critical influence on perceived enjoyment; perceived service quality, as we expected, has significantly impact on not only customer's satisfaction but also perceived usefulness and perceived enjoyment. Meanwhile, both perceived usefulness and perceived enjoyment have directly critical influences on customer's continuance intention.

• Journal of the Korea Society of Computer and Information
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• v.27 no.7
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• pp.125-135
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• 2022

In this study, using KLoSA data, it was verified whether subjective expectations and depression had a multi-mediated effect on life satisfaction of the elderly with dementia and mild cognitive impairment. As a result of the analysis, first, it was analyzed that the higher the IADL of the elderly with dementia and mild cognitive impairment, the lower the subjective expectation, the higher the depression, and the lower the life satisfaction. Second, it was analyzed that as the subjective expectations of the elderly with dementia and mild cognitive impairment increased, depression decreased and life satisfaction increased. Third, it was analyzed that IADL in the elderly with dementia and mild cognitive impairment not only directly affects life satisfaction, but also indirectly affects life satisfaction through subjective expectations and depression, so it has a multi-mediated effect. Therefore, it is necessary to expand subjective expectations by expanding service providers that can support daily life restrictions for the elderly with dementia and mild cognitive impairment, providing regular programs by experts to reduce depression, and establishing new national pension benefits for dependents.

• The Journal of the Korea Contents Association
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• v.18 no.4
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• pp.186-201
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• 2018

The purpose of this study was to verify the mediating effect of adaptive/maladaptive cognitive emotion regulation strategies in the relation between perceived spouse's covert narcissism and marital satisfaction. For this purpose, 300 adults who were married in Seoul and Gyeonggi province were subjected to covert narcissism, marital satisfaction, and cognitive emotion regulation strategy scale and analyzed using the SPSS 23.0 program. The results of the study was followed. First, perceived spouse's covert narcissism showed a significant negative correlation with marital satisfaction and adaptive cognitive emotion regulation strategy, whereas it showed a significant positive correlation with maladaptive cognitive emotion regulation strategy. The marital satisfaction showed a significant positive correlation with adaptive cognitive emotion regulation strategy, but a significant negative correlation with maladaptive cognitive emotion regulation strategy. Second, adaptive/maladaptive cognitive emotion regulation strategies partially mediated the effects of perceived spouse's covert narcissism of on marital satisfaction. Based on these results, the implications and limitations of this study and suggestions for future research were discussed.

• 한국노년학
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• v.31 no.4
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• pp.1103-1118
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• 2011

This study aims to examine the effects of employment on the physical health, psychological function, and life satisfaction of the elderly. Participants were 4,165 persons (men 1,739, women 2,426) aged 65 over. Physical health was composed of ADLs(Activities of daily living), pains, and disorders. Psychological function was measured by cognitive functions (subtraction, instruction execution, memory test, and item use) and emotional difficulty. Life satisfaction, work satisfaction, and work level were also measured. Major findings in this study are as follows: First, gender, marriage, and education level had significant effects on the participants' life satisfaction, but religion and financial incomes did not. Second, employment had significant effects on their physical health, psychological function, and life satisfaction. Third, pain, cognitive functions, emotional difficulty, and work satisfaction had significant effects on the life satisfaction of the working elderly. But, work level and incomes had not significant effects on the elderly's life satisfaction. In addition, an interaction between cognitive functions and emotional difficulty on life satisfaction was found.