• 대한안전경영과학회지
• /
• 제13권4호
• /
• pp.81-89
• /
• 2011

The purpose of this study is to understand the safety factors of the public transportation and recommend the experimental factors of customer satisfaction. The survey consist of 28 questions of 5 factors about users characteristics on roads, railways, ships, and flights. As a result of multiple regression analysis, we knew that there are three potential factors affecting customer satisfaction. The Factors are named 'expected', 'attitude', 'management', and the variable of factors affect customer satisfaction significantly. Therefore, it is good strategy for effective working to improve customer satisfaction that maintain attitude with safety minds, try to specialized management, and creating expectation for safety considering the difference by the type of public transportation. After considering the meaningful result, for the development of policies for customer satisfaction for safety, we have to consider expected, attitude, and management factors of workers and officials that influence customer safety and try to improve the managerial factors considering the characteristics of their own.

• 한국콘텐츠학회논문지
• /
• 제9권12호
• /
• pp.235-244
• /
• 2009

본 연구에서 온라인 게임 사용자를 대상으로 온라인 게임 중요속성의 4가지 하위 차원인 오락성, 도전성, 상호작용성, 그리고 현실성이 고객만족에 미치는 영향과 만족도가 충성도에 미치는 영향을 분석하였다. 또한 충성도에 영향을 주는 변수로 주목받고 있는 전환장벽이 고객만족과 고객충성도의 관계에 있어서 매개효과가 있는지 분석하였다. 분석결과 온라인 게임 중요속성을 구성하는 차원 중 오락성, 도전성, 상호작용성이 고객만족에 영향을 미치고, 고객만족이 고객충성도에 유의한 영향을 미치는 것으로 나타났다. 또한 온라인 게임 전환에 따른 비용은 고객충성도에 정(正)의 영향을 미치고, 다른 경쟁게임의 대안의 매력도는 고객충성도에 부(負)의 영향을 미치는 것을 확인하였다.

• 유통과학연구
• /
• 제14권8호
• /
• pp.67-75
• /
• 2016

Purpose - This paper aims to measure the overall satisfaction of online grocery shopping and identify the quality components of online grocery delivery service. Furthermore, we examine the relationship between service quality, customer loyalty, customer satisfaction and intention of repurchase. Research design, data, and methodology - To test hypotheses, data was collected using questionnaires from online grocery shopping customers living in Korean local regions (Daejeon, Cheonan, Sejong). Quantitative research is applied using confirmative factor analysis and multiple linear regressions. Results - On the whole, customers are satisfied with the online grocery shopping. We found that convenience and reliability of grocery delivery service have a positive effect on the customer loyalty and customer satisfaction. Furthermore, we found that customer satisfaction has a mediating effect between convenience, reliability and customer loyalty. However, responsiveness of grocery delivery service does not have a positive effect on the customer loyalty and customer satisfaction. Conclusions - Since the quality of groceries are very sensitive to time and difficult to standardize, we need to analyze the quality components of delivery service unlike other commodities and find relationships with customer satisfaction, customer loyalty and repurchase intention. The results of research will contribute to providing satisfactory service and capturing loyal customers in retail industry.

• 한국식생활문화학회지
• /
• 제26권3호
• /
• pp.271-278
• /
• 2011

The purpose of this study was to examine the effect of customer perceptions of control within the dining experience on customer satisfaction. Customer perceptions of the resulting pace of the service encounter negatively impacted their satisfaction ratings during the stages of ordering, production, and payment in a restaurant. The moderating influence of perceived service pace satisfaction during service stages in a restaurant on the relationship between perceived service pace and customer satisfaction was also examined. Perceived service pace satisfaction was examined using expectancy disconfirmation theory. The effect of perceived pace on customer satisfaction was moderated by perceived service pace satisfaction during the production stage with a greater tolerance to a faster pace during the ordering stage. The management needs to consider the negative effect of service encounter pace on customer satisfaction. Perceived service pace satisfaction during the service stages in a restaurant should also be factored into strategy development for duration control.

• 무역학회지
• /
• 제43권3호
• /
• pp.27-46
• /
• 2018

본 연구의 목적은 글로벌 프랜차이즈 커피전문점을 이용하는 베트남 소비자들을 대상으로 베트남에 있는 국내·외 프랜차이즈 커피전문점 이용현황을 규명하고, 프랜차이즈 커피전문점의 서비스품질과 고객자산이 고객만족, 고객신뢰, 고객 충성도에 어떠한 영향을 미치는지 살펴보고자 하였다. 구체적인 연구결과는 다음과 같다. 첫째, 서비스 품질이 고객만족 및 고객신뢰에 긍정적 영향을 미치는 것으로 나타났다. 둘째, 관계자산은 고객만족과 고객신뢰에 긍정적 영향을 미치는 것으로 나타났으며, 브랜드자산은 고객만족에 긍정적 영향을 미치지만 고객신뢰에 영향을 미치지 않는 것으로 나타났다. 셋째, 고객신뢰는 고객만족과 고객충성도에 모두 긍정적인 영향을 미치는 것으로 나타났다. 마지막으로 고객만족은 고객충성도에 긍정적 영향을 미친다고 나타났다. 본 연구는 이러한 실증분석결과를 바탕으로 하여 연구의 시사점 및 한계점을 제시하였다.

• 한국정보시스템학회지:정보시스템연구
• /
• 제15권1호
• /
• pp.21-48
• /
• 2006

Recently the development of information technology and the emergence of electronic commerce have changed the model of purchase behavior in customers. This research aims to enhance the reliability of the result compared to the existing studies in internet shopping mall, and to find out the influence that logistics service quality elements has on customer satisfaction and that customers satisfaction has on the repurchase intention and word of mouth intention. To do so, prior researchs on the logistics service quality, customer satisfaction, repurchase intention and word of mouth intention was widely reviewed and the relationship between logistics service quality elements and customer satisfaction, and between customer satisfaction and repurchase intention and word of mouth intention were empirically tested. A total of 256 responses were received and analyzed from internet shopping mall. The analyses showed partial support for the affirmative effect of logistics service quality, customer satisfaction and post-purchasing behaviors in the internet shopping mall.

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

• 유통과학연구
• /
• 제14권8호
• /
• pp.9-21
• /
• 2016

Purpose - This research analyzes the impact of motivations to dine out and selected attributes of customers on customer satisfaction and loyalty. Based on collected data, this study aims to suggest effective marketing strategies to help manage traditional Korean food restaurants. Research design, data, and methodology - The data were collected from the customers who visited traditional Korean food restaurants in Jeon-Ju for two months from December, 2015. The available data were 402 from collected 450 customers' data and they were analyzed by using SPSS 19.0. Result - These are the results of data analysis. First, environmental, personal and perceived factors influence on the motivations to dine out at Korean food restaurants which affect customer satisfaction. Next, selected attributes from Korean food restaurants have impacts on customer satisfaction. Third, motivations to dine out Korean food restaurants affect customer loyalty. Moreover, physical environments, curiosity and need satisfactions, which are the selected attributes, have impacts on customer loyalty. Lastly, it has been identified that customer satisfaction in Korean food restaurants influences customer loyalty. Conclusions - Satisfaction and good brand image of Jeon-Ju will increase customers' intention to revisit. This study has found that high customer satisfaction leads to re-visitation.

• 디지털융복합연구
• /
• 제7권3호
• /
• pp.123-135
• /
• 2009

The considerable progress of IT industry has changed the industrial structure and lifestyle of our society. One of the remarkable fields of IT industry is online game industry. It showed rapid growth for the past decade. But in recent years online game industry faced with the limit of its growth for a number of reasons. To overcome such situation, online game companies should improve functions of game and analyze their customer's needs for sustainable growth through increasing customer satisfaction and loyalty. The purpose of the study is to investigate and evaluate the factors of online game service quality and the relation of customer satisfaction and loyalty. SPSS 14.0 and AMOS 7.0 are used for experimental research. Through reliability and validity test, service quality factors influencing the customer satisfaction are appeared to be 5 latent variables(reliability, responsiveness, assurance, empathy, tangibles). In addition, by structural equation model and covariance structural model, the result showed that empathy is the most influenced factor to customer satisfaction and customer satisfaction has positive effect on customer loyalty. The results of this research have important implications for explaining an mechanism for service quality of online game, customer satisfaction and loyalty and they might provide operational guidelines to the online game service company.

• 한국경영과학회:학술대회논문집
• /
• 한국경영과학회/대한산업공학회 2005년도 춘계공동학술대회 발표논문
• /
• pp.822-828
• /
• 2005

Customer satisfaction becomes one of the important managerial concerns associated with corporate competency in current competitive environment for Internet communication service companies. Hence, it is demanding to improve a company's customer satisfaction through the total quality management perspective. In practice, engineers as well as the management hope to find major quality characteristics with Internet communication network that is closely related to customer satisfaction, consequently aiming to the raise of their company's customer satisfaction. This paper presents an empirical relationship analysis between network quality characteristics and customer satisfaction on Internet communication. Methodologically, the relationship analysis framework is based on the regression variable selection procedures. In this framework, it is implemented that; 1) iterative model building; and 2) consistent criteria application to statistical tests for selecting significant variables. A case study shows that; 1) the customer satisfaction on the network connection seems to be more closely related to the network quality characteristics compared with the customer satisfaction on the network speed; and 2) the download disconnection rate has relatively evident relationship with the customer satisfaction on the network connection.