• Proceedings of the Korean Operations and Management Science Society Conference
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• 2004.05a
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• pp.75-80
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• 2004

The study analyzes about brand image's effect and change when customers purchase product. Purpose of this study suggests how to influence that brand image come up to product purchase to cosmetic customer . Consumers compare with product and trademark when they select product. Consumers evaluate dissatisfaction and satisfaction about goods that they choose through comparison and analysis. Find the factor that decides consumer's choice. Give weight by the scores of each factor's relative importance. The purpose of this study is find various requirement of consumers and present efficient marketing activity through theoretical verification and actual proof analysis .

• Journal of Korean Society of Industrial and Systems Engineering
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• v.35 no.3
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• pp.7-15
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• 2012

Recently, 'Social Commerce' has shown such a rapid growth along with the development of social media such as 'Twitter' and 'Facebook.' Yet, with the quantitative growth, some problems regarding consumer dissatisfaction has constantly occurred. It is essential for the enterprises to study and reflect a customer satisfaction about goods and service they provide regarding the characteristic of the social commerce scientifically and actively. So, this study measures service quality of social commerce market using SERVQUAL model which was established by Parasuraman (1985). The impact on customer satisfaction was analysed using multiple regression analysis. As a result of the analysis, we found that the tangibility and empathy are important factors for service quality in the social commerce market.

• Asia pacific journal of information systems
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• v.31 no.4
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• pp.527-542
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• 2021

The government-driven open data policies are on the rise to protect consumers from misunderstandings and monitor the companies. However, in contract-based industries such as insurance, the contract-inherent characteristics make information asymmetry between consumers and companies. Our paper focuses on insurance contracts where the contingency has high uncertainty of occurrence, and the clauses may incur high costs of reading. Given those contracts, we hypothesized that the contract's clear statement decreases customer dissatisfaction and lowers the number of complaints. To empirically support the claim, we collected customers' complaint documents of insurance companies and insurance contracts from 2005 until 2017. Our econometric models showed that clearer statements and words significantly reduce the complaints after controlling for firm-specific heterogeneity and time-specific heterogeneity. We identify that insurance companies' complaint ratio significantly differ depending on the insurance contract, including specific clauses and words.

• Journal of Digital Convergence
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• v.11 no.2
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• pp.115-125
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• 2013

Unexpected consumer dissatisfaction emerges through rapid growth and expansion of on-line shopping channel. This research focused on the fashion online retail channels' negative aspect caused by service failure which possibly disappointed consumers. We also tried to seek for appropriate service recovery types based on frequently offered recovery types on-line. Data from college students were analyzed. Results indicate that fitting problem, insufficient information, product defect, inventory problem and slow delivery were the main service failure types in apparel e-shopping. Regression analysis identified that among these types, insufficient information, product defect, and slow delivery had significant influence on channel satisfaction after post recovery effort. Results also confirmed significant relationships between channel satisfaction and channel switching. Consumers perceived benefit level causes overall channel satisfaction level to rise while perceived risk leads to lower level of channel satisfaction. Choosing desirable service recovery activities in each service failure situations is necessary in order to raise consumer's channel satisfaction in online apparel shopping.

• The Research Journal of the Costume Culture
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• v.15 no.2 s.67
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• pp.284-298
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• 2007

Due to consumers' preferences for seeking a quality life and having more leisure time, comfortableness became a major criteria for selecting clothes for all age groups. This is why consumers' interests in knitwear increased recently. The purpose of this study is to analyze the knitwear consumption patterns such as style preferences, and consumer satisfaction with knitwear. Particularly, differences in age groups of consumers were analyzed. Data from 463 men and women participated in the study. Results indicated that consumers wear knits once or twice a week in average. After two to three years of consumption, they discard the knitwear. Among various apparel product categories, Consumers selected Cardigan to be the preferable knitwear product category. They preferred 100% cotton and achromatic or gray/brown color with solid fabrics. In general, consumers were most satisfied with colors and least satisfied with laundering of knitwear. Older consumers preferred knitwear to woven products, preferred pull-over style and valued feelings of softness and comfortableness when wearing knitwear. There were more differences in dissatisfaction factors than satisfaction factors according to the consumer age groups.

• Journal of the Korean Society of Clothing and Textiles
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• v.29 no.6
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• pp.847-858
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• 2005

The purpose of this study was to examine consumer purchasing behavior of the online shoppers particularly using online clothing shopping mall and to analyze the key factors of both satisfaction and dissatisfaction of their purchase and to compare the both group by lifestyle segmentation in order to provide the e-CRM strategies. Focus group interviews and survey were conducted in December, 2003 with 30 online shoppers who have an experience of online clothing purchasing. The data analysis included the content analysis, descriptive statistics, K-means and factor analysis. Key findings of the study were as follows: First, online shoppers spent average 3.5 hours on internet and usually purchased clothing while surfing the web. Second, consumers were satisfied with reasonable price and customized service but dissatisfied with delayed delivery, limited product availability in both size and color and return policy. Third, according to the lifestyle segmentation, online shoppers could be characterized as 'Luxurious', 'Trendy' and 'Prudent' 'Luxury-oriented consumers', who value fashion, diet and social activity, tended to purchase basic yet high quality products. However, 'Trend-oriented consumers', to whom fashion trend was most important, purchased various latest fashion products with reasonable price and showed generally positive response to emails sent by e-retailers. And lastly 'Prudence-oriented consumers', whose buying decision was based solely on practicality, appeared to be reluctant to purchase clothing online while seeking more credible information and competitive price. In conclusion, this study has its significance in that it helps promote relationships between customers and e-retailers by providing differentiated e-CRM strategies through each customer groups 'lifestyle segmentation and consumer purchasing behavior analysis.

• Journal of Distribution Science
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• v.13 no.3
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• pp.51-60
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• 2015

Purpose - Among potential marketing strategies, the most efficient method to encourage purchase intention is through sales promotions. Sales promotions also serve to enhance customer satisfaction, which is closely related to the incidence of repurchases. Therefore, the success of retail stores greatly depends on the effectiveness of their promotional activities. The present study aimed to obtain the necessary information for apparel stores to establish more effective promotional activities. To this end, the study's specific research questions were to examine 1) consumer satisfaction with the recent sales promotions of retail apparel stores, 2) the levels of consumer preferences for different types of sales promotions (cash discounts, promotional gifts, prize drawings, discount coupons, stamp cards, or mileage cards), and 3) the differences in purchase intention according to preference levels for different types of sales promotions. Research design, data, and methodology - The research employed a descriptive survey method using a self-administered questionnaire. The sample consisted of 700 men (n=234) and women (n=466) ranging in age from their 20s to their 50s and residing in the Seoul area. Data were analyzed through methods including factor analysis as well as Cronbach's α coefficients, the t-test, ANOVA, and the Duncan test. Results - Differences among consumer preferences were identified for each type of sales promotion according to the purchase amount and the customer's age. In relation to purchase amounts below 500,000 won, participants in their 50s have lower preferences for price discounts than those in their 20s or 30s, whereas participants in their 40s or 50s have lower preferences for stamp cards and mileage cards than those in their 20s. When the purchase amount is greater than 500,000 won, housewives have higher preferences for promotional gifts than respondents with other occupations. However, no gender differences were found with regard to preference levels for the different types of sales promotions. Respondents generally exhibited mediocre satisfaction with the sales promotion events of retail apparel stores. They also expressed negative opinions about sales promotions when such promotions lead to high prices, as well as dissatisfaction with the poor quality of promotional gifts. It was also found that, regardless of the purchase amount, the groups with higher preferences for discount coupons and mileage cards displayed higher purchase intentions. Only when the purchase amount is greater than 200,000 won did the group with higher preferences for lottery system promotional gifts express higher purchase intentions. On the other hand, for all purchase amount sizes, there were no differences in purchase intentions according to preferences for cash discounts, promotional gifts, or stamp cards. Conclusions - The results revealed that greater effort must be devoted to enhancing consumers' satisfaction levels with the promotional activities performed by apparel retail stores. The results also showed that it is necessary to differentiate among sales promotion strategies according to preference levels for different types of sales promotions, purchase amounts, and target consumer ages.

• Food Science and Preservation
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• v.17 no.5
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• pp.571-580
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• 2010

We sought to define the main motivational factors promoting consumption of Prunus mume products. We surveyed both specialized high-volume consumers and public consumers, and focused on consumption of and preferences for Prunus mume and Prunus mume products. We investigated how products were preferentially consumed, purchase experience, purchase location, purchase price, consumption experience, factors important in a purchase decision, preference factors, dissatisfaction factors, consumption outlook, comments on new processed foods, and activation of consumption. A total of 534 responses were received and data were analyzed using the SAS program (Version 9.1) of the Frequency test; Chi-square test was used to detect significant factors. A greater percentage of high-volume(compared with low-volume) consumers processed personal products at home. The public consumer tended to buy commercial products. However, public consumers who were older, who had higher incomes, and who were heads of households, tended to both buy commercial products and to prepare foods at home. The common purchase methods used by high-volume consumers were internet and direct marketing, but the public consumer frequented department stores and hypermarkets. High-volume consumers observed that commercial products were expensive, and such consumers seemed to be particularly cost-sensitive. The decisive factor triggering purchase decisions in high-volume consumers was the geographical origin of the fruit, whereas the public consumer was more concerned with taste. In public, positive factors were that the product was good for health and had a pleasant taste. Some of those surveyed complained of a lack of variety in Prunus mume products and that the amount of Prunus mume in certain products was low. To promote and increase consumption, convenient-to-eat products with healthy images are needed.

• Journal of the Korean Society of Clothing and Textiles
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• v.31 no.12
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• pp.1689-1699
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• 2007

The purpose of the research was to explore clothing characteristics that tween girls(ages 9-14) consider important when deciding what to wear, as well as what the tween girls' mothers believe that their daughters value. The purposive sample consisted of 41 mother-daughter pairs recruited by $[TC]^2$ (Textile/Clothing Technology Corporation). Subjects were divided into younger(9-11) and older(12-14) normal- and plus-size groups based on Body Mass Index(BMI). There were significant differences between mothers and daughters in rating the importance of seven decision criteria concerning what to wear. The entire tween girls reported that clothes that fit well as the most important criteria in deciding what to wear. Clothes that were comfortable was the only criterion significantly related to the tween girls' body dissatisfaction scores. Mothers rated clothes that are the newest fashion and that friends would be wearing as being significantly more important than their daughters reported. There was a significant negative correlation between tween girls' body dissatisfaction scores and choosing clothes that are comfortable. Normal-size tweeen girls and their mothers differed significantly only when considering the newest fashion and what friends would be wearing. Plus-size tween girls and their mothers differed significantly for four criteria: fit, comfort, best looking, and what friends would be wearing. Both younger and older groups differed with mothers concerning what friends would be wearihng. Additionally, younger girls placed significantly more emphasis than their mothers fit. Older girls did not consider the newest fashion an important a decision criterion, but their mothers believed that they did.

• Journal of the Korean Society of Clothing and Textiles
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• v.31 no.8
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• pp.1231-1239
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• 2007

The purpose of this study was to investigate consumer's behaviors on the laundering of baby's clothing according to washing machine types. The subjects were 255 consumers with babies(0-2 years) in Korea. The data were collected with a self-administered questionnaire and analyzed by Chi-square test and multiple response analysis, and SPSS 12.0 statistics package was used. Consumers were separated into two groups according to washing machine types with general pulsator type and drum-type. Consumer's behaviors between general pulsator type group and drum-type group of washing machines were also examined. The results of this study were as follows. In the consumer satisfaction for washing machine, mostly drum-type group of consumers were satisfied with their washing machines. As the reasons of washing machine's dissatisfaction, noise, washing time and low washing efficiency were high in the pulsator type group, and washing time, noise and high price in the drum-type washing machine group. The consumers concerned about separation of clothing and laundering label while they washed laundry by washing machine. However, they didn't separate clothing because the small volume of laundry and a long washing time. The most interest and required thing of consumers was complete rinsing without any detergents used in washing as well as the removal of soils for baby's clothing regardless of two washing machine types. And they complained food soils like milk and mother's milk etc. were not completely removed by washing machine. As a whole the washing frequency of baby's laundry was once per a day and the rinsing also more than three times per a laundry. Most of the consumers used a private detergents for baby's clothing(detergents for baby's clothing only), and preferred to the high or boiled temperature washing as a desirable baby's laundering. There were significant differences between general pulsator type group and drum-type group of washing machines on the laundering of baby's clothing in this study.