• 보건행정학회지
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• 제13권3호
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• pp.21-34
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• 2003

Patient revisit to used hospital is a key factor in determining a health care organization's competitive advantage and survival. This article examines the relationship between customer's satisfaction and his/her revisit associated with three different methods which are the Chi Square Automatic Interaction Detection(CHAID) for segmenting the outpatient group, logistic regression and neural networks for addressing the outpatient's revisit. The main findings indicate that the important factors on outpatient's revisit are physician's kindness, nurse's skill, overall level of satisfaction, hospital reputation, recommendation, level of diagnoses and outpatient's age. Among these ones, physician's kindness is the most important factor as guidelines for decision of their revisit. The decision maker of hospital should select the strategy containing the variable amount of the level of revisit and size of outpatient's group under the constraint on the hospital's time, budget and manpower given. Finally, this study shows that neural networks, as non-parametric technique, appear to more correctly predict revisit than does logistic regression as a parametric estimation technique.

• 보건의료산업학회지
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• 제4권1호
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• pp.1-10
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• 2010

The purpose of this study is to investigate the effects of provider and consumer characteristics, and patient trust on relational commitment among healthcare customers of an university hospital, and to suggest some implications for improving customer relation management of hospitals. Data were collected from 250 patients of an university hospital located in Ulsan using structured self-administered questionnaire. Major result of the analysis is as follows: First, study variables are significantly varied by age and income among socio-economic factors. Second, assurance, and empathy among provider characteristics and customer satisfaction and reputation among consumer characteristics are found to be significant affecting factors on patient trust. Third, trust affects significantly both on re-visit and recommendation among relationship commitment, while reputation affects on re-visit and customer satisfaction and reputation affect on recommendation. Above results imply that relationship management strategy for enhancing patient trust is crucial to improve competitiveness of hospitals in turbulent competition environment.

• 한국조리학회지
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• 제11권1호
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• pp.70-86
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• 2005

This study is a research on eating-out customer's behavior of inquiring information through the supporting research on the searching information behavior of the customers who visit family restaurants. The result was deduced that the types of eating-out customer's behavior of searching information were different to age, sex, education, incomes, etc., based on demographic analysis. In addition, this study investigated the satisfaction with information and the information types of eating-out customers with verification.

• 한국항공운항학회지
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• 제23권1호
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• pp.103-112
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• 2015

In this study, a study was carried out to see what influence low-cost carrier's e-service quality has on low-cost carrier customers' perceived value and customer satisfaction and what impact the results have on customer loyalty based on the results of previous studies related to e-SERVQUAL, an e-SERVQUAL measurement model for general e-commerce. In addition, a survey of consumers who have experienced using low-cost carrier experience through web sites was conducted. For the analysis of the data collected, SPSS 18.0 was used to conduct frequency analysis, factor analysis, reliability analysis, correlation analysis, and regression analysis and thus to test a hypothesis. Research findings showed that perceived value and customer satisfaction are closely related to customer loyalty, and it was also observed that the reliability factor on the service provided on the web site acts as an important influencing factor for customer loyalty in the perceived value and security factors such as payment by credit cards and protection of personal information serve as important one in terms of customer satisfaction. This study has its limitation in that samples of users who have experienced low-cost carrier are concentrated on specific ages and professions. In the future, it is required to conduct further studies on whether difference is made on the importance of measurement factors related to e-service quality by gender, age group, occupation, and e-service quality.

• 유통과학연구
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• 제17권4호
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• pp.69-76
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• 2019

Purpose - The purpose of this study is to examine the effect of basic value satisfaction on service quality evaluation and customer loyalty and the moderating effect of Bargain-proneness in this process. Specifically, I analyzed the influence of basic value satisfaction, the mediating effect of service quality evaluation, and the moderated mediation effect of Bargain-proneness. Research design, data, and methodology - Data collection for this study was conducted for adults over 18 years of age with shopping experiences in traditional market within a month around the traditional market in the metropolitan area. A total of 250 questionnaire response data was obtained. Hypotheses were tested using SPSS. The PROCESS macro method was used to verify the mediating effect of the service quality evaluation on the relationship between basic value satisfaction and customer loyalty. Hierarchical regression analysis was performed to analyze the moderated mediation effect of the bargain-proneness tendency. Results - Empirical results showed that the basic value satisfaction affected service quality evaluation and customer loyalty. Specifically, it has been found that it directly affects customer loyalty and indirectly influences through service quality evaluation. The moderated mediation effect of the bargain-proneness tendency in the process of basic value satisfaction affecting customer loyalty through service quality evaluation has been verified. In other words, the higher the bargain-proneness tendency, the more influence the basic value satisfaction has on the favorable service quality evaluation. Conclusions - This study contributed to the distribution literature in that it attempted a new empirical study considering the variable 'bargain-proneness tendency', which had not received much academic attention in the past. Furthermore, this study contributed academically in that it presented important moderating variables that should be paid attention in the field of distribution studies. In this study, bargain-proneness was used with a focus on traditional markets, but this variable could play an significant role in future offline distribution studies that should pay attention to meet hedonic needs of shopping. These results suggested that traditional market practitioners should focus on the basic value and that the bargain-prone consumer segment should be considered as a target.

• 대한영양사협회학술지
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• 제19권1호
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• pp.82-94
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• 2013

The purposes of this study were to measure the service mind and customer orientation of employees and to identify the effect of service mind on customer orientation in elementary school foodservices. The questionnaires were distributed to foodservice employees of the 19 elementary schools, but collected from 12 schools in Gwangju, Gyeonggi. The statistical data analysis was completed using SPSS (ver. 18.0) for the independent sample t-test, ANOVA, Cronbach's alpha, principal component analysis, hierarchical & K-means cluster analysis, Pearson' correlation analysis, and multiple regression analysis. Foodservice employees highly rated their service mind (3.94 out of 5 points), especially their perceptions on the importance of service (4.13 points). The effort to provide service was significantly different depending on the serving place (P<0.05). Employees had a high level of customer orientation (4.02 points), which was significantly influenced by age, position, or career (P<0.05), and cook license (P<0.01). As a result of cluster analysis for service mind, employees were divided into two groups: a low-service mind group (cluster 1) and a high-service mind group (cluster 2). Cluster 2 had a significantly higher overall customer orientation than cluster 1 (P<0.001). The pride in providing services (${\beta}$=0.390, P<0.01) and the perception of the importance of services (${\beta}$=0.297, P<0.05) showed a significant and positive effect on customer orientation.

• 벤처혁신연구
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• 제6권2호
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• pp.123-144
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• 2023

100세 시대를 맞이하여 예기치 못한 위험에 대비하는 것은 매우 중요한 일이 되었다. 본 연구에서는 재무 설계사(FP)의 영업 성과에 미치는 요인에 대해 분석하기 위해 이루어졌다. 영업 교육, 고객 지향성, 영업관리가 영업성과에 미치는 영향 관계를 분석하고 나아가 이들 영향 관계의 크기를 분석하고자 했다. 이를 위해 영업 교육은 고객 개발, 영업 역량, 학습 민첩성으로 세분화 했다. 고객 지향성은 고객 관리시스템 활용, SNS활용, 고객서비스 제공으로 세분화하였다. 영업관리는 목표 지향성, 관리자 리더십, 보상체계로 나누었다. 이들 세부 변수들이 영업 성과에 미치는 영향을 실증적으로 분석하였다. 이를 위해 현재 활동중인 재무설계사를 대상으로 설문조사를 하였다. 설문조사는 2023년 1월 한달간 진행되었으며 이중 유효한 250부를 분석의 대상으로 삼았다. 실증 분석 결과는 다음과 같다. 영업 교육 중 고객 개발, 학습 민첩성은 영업 성과에 유의한 정(+)의 영향을 미쳤다. 영업 역량은 유의성이 검정되지 않았다. 고객지향성 중 SNS 활용 및 고객서비스 제공은 영업 성과에 유의한 정(+)의 영향을 미쳤다. 고객관리시스템 활용은 유의성이 검정되지 않았다. 영업 관리 중 목표 지향성과 보상 체계는 영업 성과에 유의한 정(+)의 영향을 미쳤다. 관리자 리더십은 유의성이 검정되지 않았다. 영업 성과에 유의한 영향을 미치는 변수의 영향력은 목표 지향성, 고객서비스 제공, 보상체계, 학습 민첩성, 고객 개발, SNS 활용 순이었다. 이러한 연구 결과를 바탕으로 학술적 및 실무적 시사점을 제시하였다.

• The Journal of Asian Finance, Economics and Business
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• 제6권3호
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• pp.205-214
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• 2019

This paper aims to discover factors and their influences degree to repurchase organic cosmetic in Vietnam. In addition, this research also discloses the main segments that have high demand re-buying intention based on demographic groups of gender, age, income, educational level, job, type of products, and place of production. Twenty-eight scale was designed based on previous studies and adjusted to match the 5-point Likert scale to conduct measurement. By using survey method to test hypotheses and set up conceptual models to collect 295 Vietnamese consumers who have experience in consuming organic cosmetic by explain the results through Smart PLS software. The findings show that there is positive attitude of customers to the intention of acquiring organic cosmetics, green perceived and customer satisfaction. In addition, customer satisfaction, knowledge of products, safety values, and environmental protection consciousness also play important roles to form a positive attitude of customers for products. Moreover, the consciousness of green living of consumers accounts for a high proportion in creating customer satisfaction for organic products. The results show useful information for current premises to determine the factors that influence the decision to repurchase organic cosmetic product, that provide business strategies.

• 유통과학연구
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• 제17권5호
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• pp.29-37
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• 2019

Purpose - This paper analyzes the effects of the SST characteristics at airports on behavioral intention through technology acceptance and customer satisfaction, and presents a strategic plan for introducing SSTs to airports providing differentiated services. Research design, data, and methodology - We examine the role of airport self-service characteristics and access the influence of the Technology Acceptance Model (TAM) on both customer satisfaction and behavioral intentions towards SSTs. To do this, a survey is conducted with passengers having used self-service technologies(SSTs) at Incheon International Airport. A total of 400 questionnaires are then analyzed using structural equation modeling. Results - According to the results, of the self-service characteristics, customer satisfaction and behavioral intention were affected by optimism through perceived ease of use, perceived usefulness, and perceived enjoyment and by innovativeness and insecurity through perceived ease of use. Conclusions - According to the results of the study, the purpose of using TBSS in the airport is to save time and convenience. Therefore, it is necessary to closely analyze the differences in technology acceptance by age and generation, increase user self-efficacy, increasing satisfaction through effective management of cognitive and emotional waiting time will have a positive impact on behavioral intentions.

• 한국경영과학회지
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• 제37권3호
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• pp.1-12
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• 2012

The research mainstream has focused on improving the competitiveness throughout the reinforcement of customer satisfaction and loyalty in the banking industry, but there is still a lack of research that reflects characteristics of banking services. From a customer point of view, this study considers a variety of bank characteristics such as levels of interest rate, numbers of transaction banks, monthly average balance, and age. In line with this observation, the main objective of the current research is to investigate the relationship between bank characteristics and ongoing transaction intentions with a particular bank using a categorial regression analysis and in turn, provide insights for managers. First, the findings show that deposit interest rate is insignificant for leading customers to ongoing transaction intentions, but loan interest rate is significant when customers are satisfied with a loan interest rate. Second, if customers only transact their banking services with a particular bank, they are more likely to deal with the bank, rather than customers who transact additional one or two banks. Third, in the case of monthly average balance, customers who have more than \100 million wons per month are likely to switch other competitors. Finally, old customers are more stable than young customers when they consider to switch the relationship with a bank. The author provides insights for bank managers and discusses research limitations and further directions of the study.