• Journal of Information Management
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• v.38 no.2
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• pp.105-126
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• 2007

This study investigates the influences of the perceptions on the dimensions of the library service quality (library staff, supports for the service, library materials and information resources, and facilities and equipments) of academic library users on the customer satisfaction, importance of the services, and the loyalty (reuse intentions). Based on the questionnaires surveyed from 403 undergraduate students of the K University, it analyzed the data using SPSS 12.0. All four dimensions of the service quality influenced statistically on the customer satisfaction. The dimension of the support for the service, importance of the service, and customer satisfaction influenced statistically on the loyalty.

• Journal of the Korean Society of Clothing and Textiles
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• v.43 no.1
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• pp.65-80
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• 2019

Mobile shopping has spread rapidly in the consumer's daily life, and numerous fashion companies have now launched a mobile shopping application. By focusing on mobile social commerce apps, this study was to: (a) segment consumers based on loyalty and switching intentions, (b) to test differences in perceived service quality and switching barrier factors among segments, and (c) examine the effects of perceived service quality and switching barriers on loyalty intention. A total of 550 responses were obtained from mobile users in their 20s to 40s who purchased fashion products through a social commerce app in the last six months. Consumers were classified into four clusters: split-loyals, latent loyals, habitual loyals, and switchers. The split-loyal group showed the highest level of mean scores on perceived service quality and switching barrier factors; however, the switcher group showed the lowest mean scores. Of service qualities, app design had a significant effect on loyalty intentions in both split-loyal and latent loyal groups; the factors of ease of use and privacy had significant effects on loyalty intentions in switchers. Of switching barrier factors, virtual relationship had the most strongly effect on loyalty intention for the four segments.

• The Journal of the Korea Contents Association
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• v.22 no.5
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• pp.187-202
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• 2022

The purpose of this study is to, focusing on public rental housing, examine the influence of the management and living environment factors of multi-unit residential buildings upon their satisfaction with living, brand loyalty, and intent of recommendation, and investigate the mediating effect of the satisfaction with living. For this study, the researcher surveyed the residents of public rental housing facilities in Seoul and Gyeonggi Province, which resulted in the analysis of 331 responses. The data was analyzed using SPSS 23.0 and AMOS 23.0 programs. The findings of this study are as follows; The management and living environment quality factors of public rental housing facilities had a direct impact on the satisfaction with living, brand loyalty, and intent of recommendation. And, the sub-factors of the management and living environment quality that influenced each variable were different among themselves. Also, the satisfaction level with living in public rental housing facilities had a significant impact on the intent of recommendation, while it had a mediating effect in the relationship between the management and living environment quality factors of public rental housing facilities and the intent of recommendation.

• Journal of Intelligence and Information Systems
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• v.17 no.4
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• pp.193-212
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• 2011

Mobile instant messaging service is surfacing to an important keyword in the mobile market together with popularization of Smart phones. Mobile instant messaging service in Korea has become popular to the degree of 87.9% usages from total Smartphone holders, and it is expected that using populations will be more enlarged afterwards if considering a fact that its populations of Smartphone is continuously being increased after exceeding 10 million persons (Trend Monitor, June 2011). In the instant messaging market where competitions have been deepened day by day, raising customer's royalties will be the key for company's business survivals and goals of corporate marketing strategies. It could be said that understanding on which factors affect to customer retentions and royalties is very important. Specially, as changing status is being progressed very quickly in case of innovative mobile services like the instant messaging service, research necessities on how many do consumers use the services after accepting them, how much do consumers use them variously, and whether does it connect to long-term relations have been increased, but studies on such matters are in insufficient situations actually. Therefore, this study examined on which effects were affected to use-diffusion and loyalty factors from perceived customer vales' factors having been occurred after accepting the mobile instant messaging service, namely 'functional value', 'monetary value', 'emotional value', and 'social value'. Also, the study looked into what kind of roles do the service usage and using variety play to service's continued using intents as a loyalty index, recommending intents to others, and brand switching intents. And then the study laid the main purpose in trying to provide implications for enhancing customer securities and royalties on the mobile instant messaging service through research's results. The research hypotheses are as follows; H1: Perceived values will affect influences to royalties. H2: Use-Diffusion will affect influences to loyalty. H3: Perceived value will affect influences to loyalty. H4: The use-diffusion will play intermediating roles between perceived values and loyalty. Total 276 cases among collected 284 ones were used for the statistical analysis by SPSS ver. 15 package. Reliability, Factor analysis, regression were done. As the result of research, 'monetary value' and 'emotional value' affected to 'usage' among perceived value factors, and 'emotional value' was appeared as affecting the largest influence. Besides, the usage affected to constant-using intents and recommending intents to others, and using varieties were displayed as affecting to recommending intents to others. On the other hand, 'Using' and 'Using diversity' were appeared as not affecting to 'brand switching intentions'. Meanwhile, as the result of recognizing about effects of perceived values on the loyalty, it was appeared such like 'continued using intents' affected to'functional value', 'monetary value', and 'social value' first, and also 'monetary value', 'emotional value', and 'social value' affected to 'recommending intents to others'. On the other hand, it was shown such like only 'social value' affected influences to 'brand switching intents', and thus contrary results with the factor 'constant-using intents' were displayed. So, it seems that there are many applications to service provides who are worrying about marketing strategies for making consumer retains (constant-using) and new consumer's inductions (brand-switching intents). Finally, as a result of looking into intermediating roles of the use-diffusion factor in relations between conceived values and royalties at hypothesis 4, 'using' and 'using diversity' were displayed as affecting significant influences all together. Regarding to research result's implications, for expanding and promoting continued uses of the mobile instant messaging service by service providers: First, encouraging recognitions on the perceived value connected to users' service usage are necessary. Second, setting up user's use-diffusion strategies are required so as to enhance the loyalty after understanding a fact that use-diffusion patterns affecting to the service's loyalty are different. Finally, methods of raising customer loyalties and making constant relationships have to be grouped by analyzing on what are the customer value's factors that can satisfy users in competitive alterations.

• Journal of Distribution Research
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• v.8 no.2
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• pp.21-39
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• 2003

The objective of this study is examining regional differentiation of private brand customer. Factors found to influence private brand purchase intention included familiarity with private brand, perceived value, store loyalty, perceived risk, perceived quality variation between national and private brand products. For testing the research model, data were collected in Seoul and Busan. The hypothetical paths included in model are supported. There are regional differentiations in 1) negative relation of perceived quality variation and perceived value, 2) positive relation of familiarity and purchase intention, and 3) positive relation of store royalty and purchase intention.

• Journal of the Korean Society of Marine Environment & Safety
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• v.26 no.7
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• pp.787-797
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• 2020

The marine officer plays a pivotal role in the shipping organization as a professional who performs a complex and diverse function. On the sea, unlike land duty, the possibility of turnover increases due to characteristics such as living in isolated spaces, continuous shift work during a set sailing period, high intensity work tension, stress, and social isolation. In this study, the impact of the organization's civic actions on the intention of turnover as a mediator of organizational immersion was divided into three groups of large companies, small and medium-sized enterprises, and public enterprises to check the differences between each category in a structural manner. Analysis showed that there were statistically significant differences between the groups in loyalty and turnover intention when the sub-factors of organizational commitment and organizational citizen behavior of the marine officer, and the size of turnover intention were included. Organization citizen behavior did not directly affect turnover intention, but when indirect effects were included, there was an effect through loyalty, and relationship-oriented organizational citizen behavior negatively affected turnover intention through loyalty. Excluding public enterprises, the non-standardization path coefficients were -0.229±0.117 and -0.319±0.068, respectively, showing a statistically significant effect in large companies and SMEs. These results indicate that in order to lower the employee turnover intention in large corporations and small and medium-sized shipping companies, it is necessary to consider not only organizational citizen behavior but also measures to increase organizational commitment.

• Journal of the Korean Society of Food Science and Nutrition
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• v.42 no.8
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• pp.1318-1324
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• 2013

The purpose of this study was to improve the satisfaction of industry contracted foodservice customers by analyzing the correlation between satisfaction with foodservice and customer loyalty. To accomplish this, a questionnaire was distributed to 300 customers at five industry contracted foodservice establishments. The average customer satisfaction score was 3.51/5.00, and customer satisfaction was highest with sanitation, followed by service, food, and environment. Blue collar workers showed significantly higher foodservice satisfaction than white collar workers with respect to menu, service, sanitation, and environment (P<0.01). The average customer loyalty score was 3.46/5.00 and revisit intentions, word-of-mouth intentions, and intentions not to switch were 3.60, 3.52, and 3.46, respectively. Blue collar workers had significantly higher customer loyalty than white collar workers for word-of mouth intentions and intentions not to switch (P<0.01). Revisit intentions correlated significantly (P<0.01) with food (r=0.649), service (r=0.636), sanitation (r=0.648), and environment (r=0.579). Word-of mouth intentions and intentions not to switch showed significant (P<0.01) positive correlation with service. The explanation power ($R^2$) of foodservice satisfaction and revisit intention was 0.483, word-of-mouth intention was 0.526, and intention not to switch was 0.3641. The sanitation satisfaction had the highest positive influence on revisit intentions (P<0.01). Service and food satisfaction had a significant (P<0.01) positive influence on word-of-mouth intentions and intentions not to switch.

• Journal of Digital Convergence
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• v.12 no.4
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• pp.157-170
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• 2014

Professional coffee shops are trying to increase customers' satisfaction and to invite more customers by providing the differentiated services. The existing researches show that the effects which the physical environment in shops has on customers' satisfaction and word of mouth intention are appealing to people's attention. In comprehensively examining the studies related to the physical environment, they can be summarized into two main perspectives, that is, the direct effect that the physical environment has on customers' satisfaction, quality perception, and other customers' responses (purchase desire, revisit intention, etc.) and the indirect effect that the physical environment has on customers' responses by means of customers' emotion or value perception. This research established 4 hypotheses by sampling 321 customers of those who have visited professional coffee shops, and empirically analyzed them. The empirical analysis carried out the structure analysis of covariance by using SPSS 17.0 statistics package and AMOS 17.0. As a result of the hypothesis qualification, the other hypotheses excluding one little hypothesis were adopted. The one refused hypothesis is that the only symbolism of the environmental elements in shops doesn't influence the customers' emotion positively (+). This is considered as a very unexpected result, and yet many customers who visit coffee shops express the symbols of professional coffee shops using the expressions such as 'bean coffee shop' or 'star coffee shop', but these expressions seem not to influence customers' mind positively in practice.

• The Journal of Society for e-Business Studies
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• v.12 no.1
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• pp.41-71
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• 2007

Researchers have continuously investigated the issues of customer satisfaction, customer loyalty, and repurchase intention of customers in Internet shopping malls, a fast growing e-bisiness model in Korea. At present, most Internet shopping malls in Korea offer similar services to their customers. This has caused intense industry competition, and the Internet shopping malls have made significant investments into their websites in order to remain attractive to their customers. This research examines the relationships among website charateristics, customer satisfaction, loyalty, and repurchase intention. Website characteristics include context, commerce, connection, communication, contents, community, and customization. We have used data from a field study of 662 individuals to test the proposed model. The results of this research show that among the 7 website characteristics, context, communication, content, and commerce are the significant determinants of customer satisfaction. In turn, customer satisfaction increases customer loyalty and repurchase intention. These findings have important theoretical and practical implications, which are discussed in the paper.

• The Journal of the Korea Contents Association
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• v.16 no.2
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• pp.537-545
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• 2016

This study aimed to research the moderating effects of local & global brand on the relationship between brand equity and behavioral intention in franchised hamburger restaurant. This study intended (1) to analyze the factors of brand equity in franchised hamburger restaurant, (2) to research the effect of brand equity on behavioral intention, (3) to research the moderating effects of local & global brand on the relationship between brand equity and behavioral intention. Data were collected from undergraduates who visited the nationwide hamburger restaurants by face-to-face interview. The questionnaire was distributed of the 300 copies and used 253 in the analysis. The results of this study revealed that (1) the factors of the brand equity were brand awareness, brand image and brand loyalty, (2) brand loyalty, image and awareness had significant influence on behavioral intention in order, (3) the effect of brand awareness on behavioral intention was significant influence by moderating effect of local & global brand.