• 한국품질경영학회:학술대회논문집
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• 한국품질경영학회 2006년도 춘계학술대회
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• pp.216-223
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• 2006

An Effect of Website quality on Service Value and Customer Satisfaction in the Internet Banking Internet Banking is very popular in Korea these days. More than 25million are using Internet Banking. This study is to find Quality Factors for Internet Banking Services and relationship among Internet Banking Service Value, Customer Satisfaction and Reuse. In this study we found that Service Value is prior to Customer Satisfaction. And also, Service Value and Customer Satisfaction affect customers reuse respectively. This study also found that 7 factors compose Internet Banking Service Quality. They are Convenience Security, Informal ion Providing, Communication, Design, System Correcteness. Convenience, Informal ion Providing, Communication and Design affect Internet Banking Service Value. System, Correcteness and Convenience affect Customer Satisfaction. So we learened that Internet Banking Customers discriminate Service Value from Satisfaction.

• 한국조리학회지
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• 제21권4호
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• pp.155-174
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• 2015

본 연구의 주요 목적은 외식업계의 경쟁력 강화를 위해 고객이 이용한 패밀리레스토랑의 서비스를 5가지 서비스편의성 요인에 의한 지각된 가치와 자발적 행동의도에 미치는 영향요인을 규명하는데 의의가 있다. 본 연구의 목적을 달성하기 위하여 문헌적 연구와 실증적 연구를 병행하였으며, 세분화된 마케팅 방향을 설정하는데 유용한 정보를 제공하며, 향후 레스토랑 고객 접점에서의 서비스 개선 방안을 모색하고, 동시에 효과적인 발전 방안을 제시하고자 한다. 먼저 선행연구의 검토를 서비스편의성과 레스토랑을 이용한 고객의 지각된 가치 및 자발적 행동의도에 대한 폭넓은 견해를 제시하였으며, 이러한 선행연구를 토대로 패밀리레스토랑 이용 시 고객들이 인지하는 서비스편의성 요인을 확인하는 가운데 본 연구를 위한 전반적인 틀을 제공하고자 한다. 본 연구에서는 패밀리레스토랑에 관련하여 보다 심층적이고 실증적인 연구를 통해 패밀리레스토랑의 서비스편의성이 지각된 가치와 자발적 행동의도와의 관계에 대한 연구를 진행하여, 방안모색을 통하여 국내 외식산업의 지속적인 성장과 발전에 기여하고자 한다.

• 유통과학연구
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• 제13권10호
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• pp.101-108
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• 2015

Purpose - The convenience store business sector in South Korea has contributed to economic growth and job creation, and the growth potential of this market segment remains very high. In addition, service value is a more important factor than price in determining purchase intention. Research in the convenience store market is relatively very low compared to other retail sectors. In particular, research on service quality for the convenience of retailers who examine and analyze customer behavior and service quality factors used in the convenience store side of the situation is very inadequate. We have investigated the relationship of store service quality, service satisfaction, and store loyalty. In addition, we have examined the way service value moderates the relationship among these variables. Research design, data, and methodology - The questionnaire was developed using modified and supplementary questions based on the KD-SQS and RSQS models. The study suggested a theoretical model composed of 15 hypotheses on the relations between theoretic variables, and surveys conducted with consumers in discount stores in the Seoul and Gyunggi Metropolitan area in order to verify the hypotheses. We used the SPSS/PC statistical packages to analyze the results. The number of surveys used was 227. Moreover, a structural equating model was also used to analyze the reliability and validity of the composing elements and to verify the suggested hypotheses. Results - The overall results of this study are as follows. First, all service quality elements have a significant effect on service satisfaction. Second, all service quality elements have a significant effect on store loyalty. Third, service satisfaction has a significant effect on store loyalty. Finally, when the participants were divided into high and low service value the results of the multiple regression analyses showed that only the relationship between policy of service quality and satisfaction, and human interaction and policy of service quality and loyalty were significant. The implications are discussed based on the findings of the study. Conclusions - First, through direct hypotheses testing, we confirmed that the convenience service quality positively impacts the service satisfaction and loyalty of buyers. In particular, the reliability, origin benefit, and promotion were found to have more influence on satisfaction and loyalty of consumers of a convenience store. Further, for the service quality of the convenience for the consumer loyalty, greater human interaction was a high-value and statistically significantly higher than the degree of improvement in consumer loyalty. This underscores the importance of education and human services management of employees working in a convenience store. In particular, frequent changes in personnel generate results that negatively impact loyalty with customers. These results may lead to a serious problem in the economics of the store. Therefore, it should enhance the value of services through the establishment of training and compensation for employees. In addition, a certain educational level is required as well as a basis for compensation and retention.

• 유통과학연구
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• 제11권5호
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• pp.5-15
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• 2013

Purpose - The purpose of this study is to investigate the impact of the service quality of a university-based convenience store on consumer satisfaction, service value, and customer loyalty. Research design, data, and methodology - The questionnaire was developed by using the modified and supplementary questions based on the KD-SQS model. We used the SPSS/PC 18.0 and AMOS 18.0 statistical packages to analyze the results. For validating the research hypothesis and the structural relationship of the research model, path analysis was used. Results - The overall results of this study are as follows. We found that benefits, promotion, and convenience had a significant impact on two variables: customer satisfaction and service value. Conclusions - The basic benefits, promotions, and convenient facilities in the university-based convenience store have already received favorable reviews. Therefore, for improving customer satisfaction, it is important to improve the reliability of service, quality of human interaction, and customer service.

• The Journal of Asian Finance, Economics and Business
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• 제6권4호
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• pp.171-177
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• 2019

This study aims to investigate the effect of eating-out types on the acceptance intention of artificial seasoning when consumers eat out at restaurants. Eating-out types considered to be typical when customers visit restaurants, such as the food-exploratory type, health-oriented type, and convenience-seeking type, were studied. Based on the research of previous studies, three eating-out types were selected for the study, which were "food-exploratory", "convenience-seeking", "health-oriented". This study was conducted by AMOS 22.0 with 300 questionnaires, and the Structural Equation Model (SEM) was used for examining the hypotheses as statistical method in this study. As a result, eating-out types such as "food-exploratory" and "convenience-seeking" were found to significantly affect the acceptance intention of artificial seasoning. However, consumers' acceptance intention of artificial seasoning differed depending on their consumption value. The path coefficients from food-exploratory type and health-oriented type to acceptance intention were more significant in the hedonic-oriented group than the utilitarian-oriented group. The results of this study suggest eating-out types relate to acceptance intention of artificial seasoning and provide meaningful implications for consumers' psychological consumption value when they consider artificial seasoning.

• 한국의상디자인학회지
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• 제25권3호
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• pp.69-80
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• 2023

The purpose of this study was to analyze the effects of consumers' fashion design evaluation factors on design value and brand loyalty. After confirming a research hypothesis, 247 people were selected as subjects for empirical analysis, and the results of the study are as follows. As a result of the analysis of 'the influence of consumer's fashion design evaluation factors on design value', the fashion design evaluation factors of 'convenience', 'social activity usefulness' and 'fashion ability' had an effect on the emotional design value. 'Convenience', 'functional usefulness', 'social activity usefulness', 'fashionableness' and 'aesthetic' factors affected the rational design value. 'Convenience', 'fashionableness', 'aesthetic' and 'psychological self-conformity' had a positive (+) effect on kinesthetic design values. As a result of the analysis of 'Influence of consumer's fashion design value on brand loyalty', 'emotional design value', 'rational design value' and 'kinesthetic design value' affect attitude brand loyalty, and 'emotional design value' and 'kinesthetic design value' affect brand loyalty. It was found that 'kinesthetic design value' has an effect on behavioral brand loyalty. As a result of the analysis of 'the effect of consumer attitude brand loyalty on behavioral brand loyalty', it was analyzed that attitude brand loyalty had a statistically significant positive (+) effect on behavioral brand loyalty.

• 한국콘텐츠학회논문지
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• 제8권11호
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• pp.225-234
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• 2008

본 논문은 일차 의료기관을 이용하는 고객들이 느끼는 고객가치가 장기적으로 고객충성도에 영향을 미친다는 것과 고객가치를 대상으로 고객관계관리와 관련된 변수들의 구조적 관계를 밝히고자 하였다. 연구결과 편리가치, 응대가치, 신뢰가치는 고객만족에 영향을 미치는 요인이며 고객만족은 고객충성도, 즉 재구매와 구전의도에 영향을 준다는 것이 확인되었다. 또한 편리가치와 응대가치, 신뢰가치는 고객만족의 완전매개 역할을 통해 재구매에 영향을 미치며 편리가치, 응대가치는 고객만족의 완전매개 역할을 통해 구전의도에 영향을 준다는 것을 확인하였다. 특히 신뢰가치의 경우는 고객만족이 없이도 구전의도를 형성하는 요인이라는 것을 확인하였다.

• 한국의류산업학회지
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• 제16권4호
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• pp.580-587
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• 2014

This study demonstrates how the composition of VM based on regulatory focus influences shopping value and how shopping value influences shopping satisfaction. A survey form was developed and 90 copies were used for analysis. SPSS 19.0 for Windows Package was used to perform frequency analysis, factor analysis, and regression analysis. The results of the study were: First, convenience of VM had a significantly positive (+) influence on utilitarian shopping value. Second, both utilitarian shopping value and hedonic shopping value had a statistically significant influence on shopping satisfaction. Third, in terms of promotion focus, suitability, fashionableness, reconcilability, and attractiveness of VM had a significantly positive (+) influence on the hedonic shopping value. In terms of preventive focus, convenience and reconcilability of VM had a significantly positive (+) influence on utilitarian shopping value, and convenience, suitability, and fashionableness had a significantly positive (+) influence on hedonic shopping value. In the promotion focus, both utilitarian shopping value and the hedonic shopping value had a significantly positive (+) influence on shopping satisfaction. In the preventive focus only the utilitarian shopping value had a significantly positive (+) influence on shopping satisfaction.

• 서비스연구
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• 제9권2호
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• pp.41-54
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• 2019

모바일 애플리케이션의 활용 증가는 최근 소득의 증가와 삶의 스타일의 변화로 사생활에 있어 본인에게 도움이 되는 편의성을 추구하는 현상으로 볼 수 있다. 특히 고객들의 소비 심리를 분석하면 시간 및 노력을 효율적으로 활용할 수 있는 편의성을 추구하는 형태로 볼 수 있다. 본 연구는 선행연구들을 기반으로 카페 모바일 애플리케이션에 적합한 서비스 편의성을 측정하여 매개변수인 지각된 가치를 통해 종속변수인 재이용 의도에 영향을 미치는 인과 관계의 연구모형을 검증하고자 한다. 연구목적 달성하기 위해 문헌연구방법으로 서비스 편의성, 지각된 가치, 재이용 의도와 관련된 참고문헌을 검토하였고, 실증연구를 위해 온라인 리서치 (주)마크로밀 엠브레인 회사를 통해 실시하였고 조사기간은 2018년 10월 26일-11월 08일까지약 이 주일 동안 진행되었으며, 수집된 자료 중 부적합한 13부를 제외하고 일부문항을 삭제하고 조사에 적합한 324부를 활용하였다. 연구결과는 카페 모바일 애플리케이션의 서비스 편의성이 지각된 가치, 재이용 의도에 유의미한(+) 영향을 미치는 것을 입증하였다. 그리고 카페 모바일 애플리케이션의 서비스 편의성이 재이용 의도에 유의적(+)인 영향관계에서 지각된 가치는 매개역할로 유의미한 결과가 있음을 입증하였다. 시사점으로 본 연구는 모바일 애플리케이션환경에서 카페 모바일 애플리케이션의 서비스 편의성을 지각된 가치 및 재이용 의도에 응용하여 마케팅전략에 활용한다면 카페기업들과 소비자에게 도움이 되리라 사료된다. 따라서 이론적으로는 카페 모바일 애플리케이션의 발전 방향을 제시하고 4차 산업혁명 시대에 부합하는 외식산업의 마케팅 전략 혁신과 경쟁우위를 위한 학문적 자료를 제시하고자 한다.

• 유통과학연구
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• 제21권3호
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• pp.101-111
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• 2023

Purpose: The first purpose of this study is deriving in-store characteristics that affect the experience of customers using unmanned stores and reveals the value of major services that customers feel and experience. Also, an empirical analysis is conducted on the effect of intelligent consumption value after using unmanned stores on consumption emotions and continuous use intention, and the modulating effect of customers' untact tendency on environmental characteristics and the value of intelligent services is verified. Research design, data and methodology: Samples were taken from 186 people who visited the unmanned store from April to June 2022 to investigate the research model. Results: It was found that the environmental characteristics of unmanned stores had a positive effect on the intelligent service value. Also, the higher the value of intelligent service, the stronger the influence on consumption emotions, and the higher the value of the intelligence service and consumption emotions, the stronger the impact on the intention to use intention. The untact propensity played a role in controlling the relationship between ease of using technology and the intelligent service value and the relationship between spatial arrangement and functionality and intelligent service value. Conclusion: In order to improve unmanned store service in the trend of spreading unmanned stores, it is necessary to not only improve the technology using convenience in terms of store environmental characteristics but also create innovative consumption experiences in terms of space layout, function, and convenience of payment.