• Journal of the Korea Safety Management & Science
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• v.13 no.4
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• pp.81-89
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• 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.

• The Journal of the Korea Contents Association
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• v.9 no.12
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• pp.235-244
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• 2009

The object of this research is to analyze the impact of the four dimensions of on-line game attributes, challenge, social interaction, entertainment and actuality, on customer satisfaction and loyalty. At the same time, mediating effects of switching barriers, such as switching cost and attractiveness of alternatives on the relationships between customer satisfaction and customer loyalty are also analyzed. The results showed that the challenge, social interaction, entertainment had significant effects on customer satisfaction. Customer satisfaction also effected customer loyalty. Another important result is that switching cost and attractiveness of alternatives played an intermediating role between customer satisfaction and customer loyalty.

• Journal of Distribution Science
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• v.14 no.8
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• pp.67-75
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• 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.

• Journal of the Korean Society of Food Culture
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• v.26 no.3
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• pp.271-278
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• 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.

• Korea Trade Review
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• v.43 no.3
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• pp.27-46
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• 2018

By conducting a survey on Vietnamese customers' attitude towards domestic and international franchise coffee shops, the purpose of this research is to examine the impacts of service quality and customer equity on customer satisfaction, customer trust and customer loyalty. Based on this research's results, solutions for service improvements were considered to help franchise coffee shops improve customer satisfaction, customer trust and customer loyalty. Specific results were as follows. First results suggest that service quality has positive impact on customer satisfaction and customer trust. Secondly, in terms of customer equity, relationship equity has positive impacts on customer satisfaction and customer trust; However, although brand equity has positive impacts on customer satisfaction, it does not affect customer trust. Finally, customer trust has direct and positive influences on customer satisfaction and customer loyalty. Based on these results, this research proposes practical and theoretical implications and limitations for future research.

• The Journal of Information Systems
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• v.15 no.1
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• pp.21-48
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• 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.

• Proceedings of the Korean Society for Quality Management Conference
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• 2006.04a
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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.

• Journal of Distribution Science
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• v.14 no.8
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• pp.9-21
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• 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.

• Journal of Digital Convergence
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• v.7 no.3
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• pp.123-135
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• 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.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2005.05a
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• pp.822-828
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• 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.