• Title/Summary/Keyword: 충성도 프로그램

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Relationships between Service Quality, Perceived Value, Satisfaction, and Loyalty -A Case of IhoTewoo Festival in Jeju- (지역축제의 서비스품질, 지각된 가치, 만족, 충성도의 영향 관계 -제주이호테우축제를 사례로-)

  • Chung, Seung-Hoon
    • The Journal of the Korea Contents Association
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    • v.10 no.11
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    • pp.391-402
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    • 2010
  • The purposes of this study are to identify the relationships between service quality, perceived value, satisfaction, and loyalty for IhoTewoo festival through a structural equation model. This study was conducted by means of survey questionnaire of festival visitors with 348 responses. The main results of the study are as follows. First, the exploratory factor analysis with principal component method of the 19 service quality items identified four underlying domains. These dimensions were labelled: (1) 'program', (2) 'informational service', (3) 'festival area', and (4) 'food'. Second, service quality has a significantly positive effect on perceived value, satisfaction, and loyalty. Third, Perceived value has a significantly positive effect on satisfaction. Fourth, both perceived value and satisfaction have significantly positive effects on loyalty. Fifth, Although the direct effect of service quality on customer loyalty was evident, it was also found that the indirect effects of service quality through perceived value and/or overall satisfaction were stronger. Thus, customer loyalty will be stronger when service quality is matched with perceived value and/or overall satisfaction, meaning that multiple factors play a significant role in determining customer loyalty.

The Effects of Perceived Medical Service Quality on Patient Satisfaction, Hospital's Reputation and Loyalty

  • Choi, Un-Kyong
    • Journal of the Korea Society of Computer and Information
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    • v.25 no.1
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    • pp.177-185
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    • 2020
  • The purpose of this study is to analyze the effect of patient's perceived medical quality of service on satisfaction, hospital reputation, and loyalty to provide a strategic way to increase profitability and competitiveness of hospitals by preventing the departure of existing customers and promoting reuse. AMOS 20.0 was used for structural model analysis and identification factor analysis and SPSS 21.0 program was used for empirical analysis. As a result, the quality of medical service had a significant effect on satisfaction and reputation, and the quality of medical service had the greatest effect on satisfaction. Satisfaction has a positive effect on reputation and loyalty and is an important factor in determining loyalty. Recognizing the importance of improving quality of service and building relationships with patients should be prepared for strengthening relationships.

A Comparative Study of Local Festival Motivation, Satisfaction, Loyalty: The Case of Local residents and Visitors (지역주민과 외지방문객의 축제 참여 동기와 만족, 충성도 비교 연구)

  • Jang, Yang-Lae;Kim, Hae-Young
    • Journal of the Korean association of regional geographers
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    • v.13 no.6
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    • pp.724-737
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    • 2007
  • The purpose of this study is to examine festival visit motivation, satisfaction, loyalty the differences between festival local residents and visitors. Data were collected with a structures questionnaire at the Jun Nam Yeosu-city of Geobuksun of festival during 10$\sim$15 apr. 2007, 430 sample were used for statistical analysis SPSS. Data analysis method were used to Crombach's $\alpha$, reliability, kaiser measurement sample adequacy, factor analysis, t-test, regression analysis. As the results of this research, first, festival visitor's motivation were composed of five factors: a new & escape, exciting & enjoy, socialization, family togetherness, local culture understand and satisfaction were composed of three factors: event program & service, convenience facilities, enjoy, shopping & food, transportation. And second, local residents were found satisfied with the interesting & enjoy. Otherwise, Visitors were satisfied with new & escape. And third, local residents of satisfaction factor were affected interesting & enjoy, Otherwise, visitors of satisfaction factor were affected interesting & enjoy, family togetherness. And fourth, local residents of event program & service factor were affected re-visit, Otherwise, visitors of satisfaction factor were affected event program, enjoy, transportation. The final local residents of event & service factor were affected recommend intension, Otherwise, visitors of event program & service, transportation were affected recommend intension. The result of this paper may help local festival planner and marketers for festival marketing strategy.

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Structural Relationship of Culture and Tourism Festival, Perceived Value, Satisfaction, and Loyalty : A case of 2016 Gangneung Coffee Festival (문화관광축제의 서비스품질, 지각된 가치, 만족, 충성도와의 구조적 관계 : 2016 강릉커피축제를 사례로)

  • Lee, Je-Yong;Lee, Kwang-Ok
    • The Journal of the Korea Contents Association
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    • v.17 no.8
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    • pp.338-350
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    • 2017
  • The Gangneung coffee festival which started over escaping from the existing Sunrise Festival and Dano Festival of Gangneung has marked the 8th anniversary in 2016. Therefore, as the purpose of this study, an effect of service quality, perceived value, satisfaction, and loyalty of participants in the coffee festival was investigated through a structural equating model to prepare the system that can reinforce the Gangneung Coffee Festival's young and bright image escaping from the traditional city of many artists so that it can develop into the representative festival of Korea. This study was performed through a survey focusing on 623 tourists who visited the 2016 Gangneung Coffee festival events. The results in the study are summarized as follow: First, the service quality was classified into 3 factors of the festival programs and image, festival sites and food, and festival information and staffs. The reliability analysis has found that the 3 factors all show high reliability of more than 0.8. Second, the service quality of the festival has a significant effect on perceived value, satisfaction, and loyalty, except for some items. Third, the perceived value has found to have a significant effect on only satisfaction about the effect of it on satisfaction and loyalty. Fourth, satisfaction with the festival has found to have a significant effect on loyalty. Suggesting implications from the above results in the study, killer contents that can create a culture street of coffee through various programs of the Gangneung Coffee Festival and reinforce the possibility of the coffee city should be secured. And experience factors to make tourists watch, touch, and feel coffee are needed.

A Study of General Educational Quality Factors, Satisfaction, and Loyalty - Focused on General Courses related to Dietary Life - (교육서비스 품질, 교육 만족도, 충성도 영향 관계 연구 - 식생활 관련 교양수업을 중심으로 -)

  • Bak, Hoonji;Kim, Hak-Seon
    • Culinary science and hospitality research
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    • v.22 no.3
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    • pp.155-165
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    • 2016
  • This study investigated general educational quality, satisfaction and loyalty related to dietary life among K university students in Busan. SPSS version 20.0 was employed to conduct various analyses, namely frequency, factor, reliability and regression. A number of results were discovered. First, factors of nutrition education quality (knowledge, interest, instructor) had a positive influence on satisfaction. Second, factors of satisfaction with nutrition education quality had a positive influence on loyalty. Third, the three factorsof nutrition education quality had a positive influence on loyalty. Of the the three nutrition education quality factors, the knowledge factor exhibited the strongest effect on satisfaction among, while the Interest factor had the strongest impacton loyalty. As a result, consideration must be given the factors that act on nutrition education quality.

Effects of Importance Factors of Hotel Banquet Buffet Menus on Customer Satisfaction and Loyalty (호텔 연회뷔페 메뉴의 중요도 요인이 고객만족과 충성도에 미치는 영향)

  • Lim, Jong-Woo;Kim, Dong-ho;Cho, Yong-Bum
    • Culinary science and hospitality research
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    • v.21 no.4
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    • pp.29-41
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    • 2015
  • This study investigated effects of importance factors of hotel banquet buffet menus on customer satisfaction and loyalty. SPSS 18.0 was used to conduct various analyses, namely frequency, factor, reliability and regression. The findings are as follows. First, importance factors of hotel banquet buffet menu had a positive influence on customer satisfaction. Second, customer satisfaction with a hotel banquet menu had a positive influence on customer loyalty. Third, importance factors of hotel banquet buffet menu had a positive influence upon customer loyalty. Importance factors of the hotel banquet buffet menu should have customer satisfaction and loyalty. Findings also suggest that the effect of fresh food material upon health should be considered rather than buffet menu creativity and/or quantity to make use of the menu for various generations and to develop hotel banquet buffets.

The Influence of Convergence Characteristics of Social Economy Internet Shopping Malls on Customer Trust and Loyalty (사회적경제 인터넷 쇼핑몰의 융합 특성이 고객 신뢰도, 충성도에 미치는 영향)

  • Kim, Eun-Jeong;You, Yen-Yoo
    • Journal of the Korea Convergence Society
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    • v.12 no.6
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    • pp.127-137
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    • 2021
  • Korea's social economy promotion policy is a government-led policy, and its success or failure depends on how well it is known to the residents. The Jeonnam Social Economy Internet Shopping Mall was also established as a government-led road, but its popularity is low. This study examines the influence between reliability and loyalty of the 'Jeonnam Social Economy Shopping Mall'. 267 samples were used and verified with the SPSS 22.0 program. As a result of the study, the characteristics of shopping malls had a significant effect on customer trust and loyalty, and played a mediating role between reliability and loyalty. The residential area and the purpose of purchase had a moderating effect. The limitation of research is that comparative research with other shopping malls is insufficient. In the future, comparative evaluation should be carried out in relation to research on social economy enterprise products by region.

Structural Model between Golf wear Brand Authenticity and Brand Attachment and Loyalty (골프웨어 브랜드 진정성과 브랜드 애착 및 충성도 간의 구조적 모형)

  • Jin-Ho Shin
    • Journal of the Korean Applied Science and Technology
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    • v.39 no.6
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    • pp.824-830
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    • 2022
  • This study attempted to provide basic data on the golf wear brand strategy plan by verifying the structural model between golf wear brand authenticity, brand attachment, and loyalty. Therefore, subjects with experience in purchasing golf wear over the past 12 months were selected as samples, and 292 copies of data were used for final analysis. As for the data processing method, frequency analysis, internal consistency of reliability, confirmatory factor analysis of validity, correlation analysis and structural equation model analysis were conducted. The program utilized SPSS (ver. 21.0) and AMOS (ver. 20.0). As a result of the study, first, it was found that the brand authenticity of golf wear had significant effect on brand attachment. Second, brand attachment of golf wear had significant influence on loyalty. Third, brand authenticity of golf wear had significant influence on loyalty. Lastly, brand attachment between golf wear brand authenticity and loyalty showed partial mediated effect.

Effects of Joining Coalition Loyalty Program : How the Brand affects Brand Loyalty Based on Brand Preference (브랜드 선호에 따라 제휴 로열티 프로그램 가입이 가맹점 브랜드 충성도에 미치는 영향)

  • Rhee, Jin-Hwa
    • Journal of Distribution Research
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    • v.17 no.1
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    • pp.87-115
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    • 2012
  • Introduction: In these days, a loyalty program is one of the most common marketing mechanisms (Lacey & Sneath, 2006; Nues & Dreze, 2006; Uncles et al., 20003). In recent years, Coalition Loyalty Program is more noticeable as one of progressed forms. In the past, loyalty program was operating independently by single product brand or single retail channel brand. Now, companies using Coalition Loyalty Program share their programs as one single service and companies to participate to this program continue to have benefits from their existing program as well as positive spillover effect from the other participating network companies. Instead of consumers to earn or spend points from single retail channel or brand, consumers will have more opportunities to utilize their points and be able to purchase other participating companies products. Issues that are related to form of loyalty programs are essentially connected with consumers' perceived view on convenience of using its program. This can be a problem for distribution companies' strategic marketing plan. Although Coalition Loyalty Program is popular corporate marketing strategy to most companies, only few researches have been published. However, compared to independent loyalty program, coalition loyalty program operated by third parties of partnership has following conditions: Companies cannot autonomously modify structures of program for individual companies' benefits, and there is no guarantee to operate and to participate its program continuously by signing a contract. Thus, it is important to conduct the study on how coalition loyalty program affects companies' success and its process as much as conducting the study on effects of independent program. This study will complement the lack of coalition loyalty program study. The purpose of this study is to find out how consumer loyalty affects affiliated brands, its cause and mechanism. The past study about loyalty program only provided the variation of performance analysis, but this study will specifically focus on causes of results. In order to do these, this study is designed and to verify three primary objects as following; First, based on opinions of Switching Barriers (Fornell, 1992; Ping, 1993; Jones, et at., 2000) about causes of loyalty of coalition brand, 'brand attractiveness' and 'brand switching cost' are antecedents and causes of change in 'brand loyalty' will be investigated. Second, influence of consumers' perception and attitude prior to joining coalition loyalty program, influence of program in retail brands, brand attractiveness and spillover effect of switching cost after joining coalition program will be verified. Finally, the study will apply 'prior brand preference' as a variable and will provide a relationship between effects of coalition loyalty program and prior preference level. Hypothesis Hypothesis 1. After joining coalition loyalty program, more preferred brand (compared to less preferred brand) will increase influence on brand attractiveness to brand loyalty. Hypothesis 2. After joining coalition loyalty program, less preferred brand (compared to more preferred brand) will increase influence on brand switching cost to brand loyalty. Hypothesis 3. (1)Brand attractiveness and (2)brand switching cost of more preferred brand (before joining the coalition loyalty program) will influence more positive effects from (1)program attractiveness and (2)program switching cost of coalition loyalty program (after joining) than less preferred brand. Hypothesis 4. After joining coalition loyalty program, (1)brand attractiveness and (2)brand switching cost of more preferred brand will receive more positive impacts from (1)program attractiveness and (2)program switching cost of coalition loyalty program than less preferred brand. Hypothesis 5. After joining coalition loyalty program, (1)brand attractiveness and (2)brand switching cost of more preferred brand will receive less impacts from (1)brand attractiveness and (2)brand switching cost of different brands (having different preference level), which joined simultaneously, than less preferred brand. Method : In order to validate hypotheses, this study will apply experimental method throughout virtual scenario of coalition loyalty program if consumers have used or available for the actual brands. The experiment is conducted twice to participants. In a first experiment, the study will provide six coalition brands which are already selected based on prior research. The survey asked each brand attractiveness, switching cost, and loyalty after they choose high preference brand and low preference brand. One hour break was provided prior to the second experiment. In a second experiment, virtual coalition loyalty program "SaveBag" was introduced to participants. Participants were informed that "SaveBag" will be new alliance with six coalition brands from the first experiment. Brand attractiveness and switching cost about coalition program were measured and brand attractiveness and switching cost of high preference brand and low preference brand were measured as same method of first experiment. Limitation and future research This study shows limitations of effects of coalition loyalty program by using virtual scenario instead of actual research. Thus, future study should compare and analyze CLP panel data to provide more in-depth information. In addition, this study only proved the effectiveness of coalition loyalty program. However, there are two types of loyalty program, which are Single and Coalition, and success of coalition loyalty program will be dependent on market brand power and prior customer attitude. Therefore, it will be interesting to compare effects of two programs in the future.

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A Study on Loyalty Program for Building Customer Loyalty of Fashion Firm (패션업체 고객 충성도 구축을 위한 로열티 프로그램)

  • Ju, Seong-Rae;Yoo, Myung-Iee
    • Journal of the Korean Society of Clothing and Textiles
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    • v.33 no.2
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    • pp.331-342
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    • 2009
  • The purposes of this study were to provide the apparel companies with a effective marketing strategy by identifying the present condition of loyalty programs and designing the type of reward and the timing of reward, and to investigate the effects of loyalty programs on customers' satisfaction and loyalty. The experimental study was conducted to examine the relationship between loyalty programs and performances. The experiment, which adopted a scenario methodology, was a 2(type of rewards)${\times}$2(timing of rewards) between subjects factorial design. The sample was based on 362 college students. The data analysis was completed on the basis of SPSS 12.0 package, using descriptive analysis, frequency, factor analysis, Cronbach's a, ANOVA, and regression analysis. The following results were found in this research. First the respondent's recognition of reward(benefit, reserve fund, experience) was not relatively high. Second, the interaction effect of type of rewards and timing of rewards on the loyalty programs' satisfaction(p<.01) and customer loyalty(p<.001) was significant, but that on customer satisfaction was not significant. Finally, loyalty programs' satisfaction positively affected customer satisfaction and loyalty. The implications of the research and directions for future researchers were discussed.