• 경영과학
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• 제27권3호
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• pp.149-160
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• 2010

This paper focuses on frequent flyer programs (FFPs), which have long been used by most airlines as a powerful marketing tool. Since the preference for FFPs reward services and the customer perceived values of mileage points differ among FFPs members, airlines should design a customer-oriented reward service based on customer preference to motivate the use of mileage points. The intention for using mileage points is affected by various kinds of attributes such as reword items, consuming mileage points for rewards and time of usage. In this paper, we focus on evaluating customer perceived values of attributes of FFPs reward services. A conjoint analysis model is applied to get the preference value of each attribute. Some empirical experiments are conducted in relation to Korean customers. From the empirical survey, the preference values of attributes are evaluated for different scenarios with respect to the number of mileage points. With the preference values of attributes, we can find several implications for airlines regarding the development of various FFPs strategies.

• 식품보건융합연구
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• 제8권4호
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• pp.23-30
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• 2022

This study aims to analyze the premium hamburger market, which has recently become popular, the effect of the importance of the customer selection attribute of premium hamburgers on customer satisfaction, and the effect of customer satisfaction on repurchase intention. Existing research has focused on the importance of the selection attributes of premium hamburgers. Quality, convenience, experience, and presentation visuals were selected as customer selection attributes. This study analyzed 158 customers who had purchased and tasted premium hamburgers. To verify reliability and validity, a confirmatory factor analysis and discriminant validity analysis were performed, and a path analysis was carried out using structural equation modeling. The results showed that the quality, convenience, experience, and presentation visuals of premium hamburgers had a statistically significant effect on satisfaction. Moreover, satisfaction was verified to have a significant effect on repurchase intention. Customers' preference for premium burgers will continue to increase, thanks to the growth in national income, single-person families, and healthy food wellness. It was empirically proven that the selection attributes of premium burgers have a statistically significant effect on customer satisfaction and that satisfaction significantly affects repurchase intention. This study broadens the research horizon and has practical implications.

• 한국프랜차이즈경영연구
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• 제10권4호
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• pp.19-29
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• 2019

Purpose: In beauty industry, service quality is very critical, because it impacts on the customer's positive attitude and behavior to the beauty salon or beauty brand. Thus, this research examines the effects of service attributes on customer satisfaction and loyalty in beauty salon. This research suggests the guidelines for how beauty salons should manage their physical environment, price policy, professional skills, and employees that improve management and business performance. Research design, data, and methodology: This study examines the structural relationship between service attributes, customer satisfaction, and loyalty. Service attributes divide into four sub-dimensions such as servicescape, price service, technical service, and employee service. In order to test the purposes of this research, research model and hypotheses were developed. All constructs were measured with multiple items developed and examined in previous studies. A total of 160 questionnaires were distributed and collected, and 150 were used for analysis except 10 that were unresponsive or unfaithful. The data were analyzed using SPSS 22.0 and SmartPLS 3.0 statistical package program. Result: The results of this research are as follows. First, all sub-dimensions of service attributes such as servicescape, price service, technical service, and employee service have significant positive impacts on satisfaction. Second, customer satisfaction have significant impact on loyalty. Conclusions: This study suggests an integrated model of the relationship that the characteristics of beauty salon service attributes affect customer loyalty through satisfaction, and suggests how to manage and allocate limited resources in the beauty industry. The findings of this research indicate that the level of customer satisfaction is shown to be increased by servicescape, technical characteristics, value of money, and human attributes. Thus, beauty salon management should focus on the relationship with their customers how to improve customer loyalty through satisfaction. The quality of beauty service influences customer's attitudes and behaviors toward beauty salon. Considering the beauty business, where the quality and customer satisfaction of beauty services are determined by the hairdresser's beauty skills,, the beauty salons must find ways to improve their skills and new trend of hair style. If beauty salon customers perceive the high quality of beauty service, they revisit beauty salon and recommend it to others.

• 대한영양사협회학술지
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• 제16권2호
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• pp.83-99
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• 2010

The purposes of this study were to analyze the quality attributes and customer satisfaction in school foodservice by distribution place and to suggest an improvement plan. The survey was distributed to different respondents (students, parents, and faculty) at different types of schools (elementary school, middle school, and high school) on September 2008 in 16 cities and provinces. The statistics were analyzed using descriptive analysis, t-test, and ANOVA by SPSS 12.0. All foodservice quality attributes were significant different by school type and the students in elementary schools had higher scores than students in middle and high school. A comparison of scores by school type and distribution place demonstrated that elementary schools had a higher score for quality attributes and in middle and high school dining halls had a higher score for quality attributes. The overall customer satisfaction with school foodservice was higher for dining halls than classrooms for all respondents (students, parents, and faculty). For students, the overall customer satisfaction score was 69.1 for schools using dining halls and 66.4 for schools using classrooms. The overall customer satisfaction for classrooms was higher in elementary school but, this score for middle and high school was higher for dining halls. Therefore, students prefer dining halls to classrooms. Especially, as the students grow, they have an increased preference for dining halls.

• 한국조리학회지
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• 제12권4호
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• pp.1-17
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• 2006

The purpose of this study was to find out the impact of a selection attribute on customer satisfaction and customer loyalty in the coffee house industry. Through the preceding research, author chose coffee quality, price value, interior and employee service quality as selection attributes as well as customer loyalty as intent to recommend and to revisit. For this study, data were collected from the pedestrians around Kangnam, Samsung, Seoul national university of education subway stations from July 12 to August 4, 2005. Questionnaires were distributed and, of 314 papers, only 300 were suitable for the statistical analysis. The findings of the research were as follows: First, four selections had an effect on customer satisfaction which influenced customer loyalty. Coffee quality was the most influential variable among the selection attributes, and came price value, and interior and employee service quality in that order. Second, intent to revisit was influenced directly by not only customer satisfaction but also intent to recommend. However, this study had such limitations that data used in this study were limited to relatively narrow area and four attributes were not enough to explain all situations of choosing coffee houses. Consequently, further studies are needed to include more variables and coffee houses' brand images.

• 한국프랜차이즈경영연구
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• 제10권2호
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• pp.49-58
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• 2019

Purpose - As the growth potential of the cultural contents industry steadily grows, the cinemas industry is growing fast especially due to popularity and commerciality. The recent in the cinemas industry is evolving on multiplex cinemas that combine cultural facilities such as theaters, restaurants, and shopping centers. Due to the rapid growth of multiplex cinemas, many researchers have studied the characteristics of visiting customers in Korea. Among them, selection attribute of multiplex cinemas, including the service quality and physical environment, is important because it may examines the cause of customer 's behavior. Thus, this research focuses on the effects of the selection attributes of the multiplex cinemas on customer satisfaction and their loyalty. This research suggests the guidelines for how cinemas should manage their customers and build their customers satisfaction and loyalty that improve business performance. Research design, data, and methodology - This study tests the structural relationship between selection attributes of multiplex cinemas, customer satisfaction, and loyalty. selection attributes of multiplex cinemas divide into five sub-dimensions such as movies facility quality, services, cleanliness, accessibility, and snack bars quality. In order to examine the purposes of this research, research model and hypotheses were developed. All constructs were measured with multiple items developed and tested in the previous studies. The data were collected from 100 students in their 10-20s and were analyzed using SPSS 22.0, SmartPLS 3.0 and fsQCA program. Result - The findings of this research are as follows. First, all selection attributes except cleanliness have significant positive impacts on customer satisfaction and loyalty. Second, customer satisfaction has significant positive impact on loyalty. Third, as a result of fsQCA, high satisfaction and high accessibility were the necessary conditions on loyalty. Fourth, the necessary conditions for male and female groups were different. Conclusions - The implications of this study are as follows. Overall, multiplex cinemas should manage selection attributes basically regardless of the type of theater. Especially, cleanliness was not significant, but the customer probably consider it an essential and basic factors. Also, they are able to manage the selection attributes differently depending on the type of gender. For the male customers, it is effective that centralized strategy and for female customers, it is effective that emphasized the multiplex cinemas image.

• 대한안전경영과학회지
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• 제23권2호
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• pp.65-77
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• 2021

This paper conducted an empirical study to identify the causal relationship of factors affecting the purchase intention of automobiles from the customer's point of view. This study sets the purchase intention as a result variable and constructs a causal model with brand image, product attributes (exdogenous variable), and customer value (endogenous variable) as a cause that affects purchase intention. The results of this study are summarized as follows. First, the symbolic image of the brand was found to have a very significant effect on customer value (p=0.01), and the external attribute of the product also had a significant effect on customer value (p=0.1). Second, customer value was found to have a very significant effect on purchase intention (p=0.01), and the functional image of the brand also had a significant effect on purchase intention (p=0.1). Third, there is a strong positive (+) correlation between the functional image of the brand and the symbolic image of the brand, the intrinsic attribute of the product, and the external attribute of the product, and also between the symbolic image of the brand and the intrinsic attribute of the product and There was also a positive (+) correlation between extrinsic attributes. Therefore, in order to increase customer value, automobile manufacturing companies have a functional value of products from a customer-oriented perspective. It is judged that every effort should be made to maintain a lasting relationship by grasping the values of customers, which are social values, emotional values, situational values, and cognitive values.

• International Journal of Quality Innovation
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• 제5권1호
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• pp.34-42
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• 2004

In the traditional use of conjoint analysis, in order to evaluate the relative importance of several elements composing a service, interviewed customers are asked to express their judgement about different scenarios (specific combinations of elements). In order to reduce the number of possible scenarios, design of experiments methodology is usually exploited. Previous experiences show that, even a limited number of proposed scenarios cause difficulty in answering for the interviewed customer if the scenarios differ for elements of very low interest to him/her. Consequently, a high rate of abandon of the interview has been observed. In this study it is assumed that a service can be decomposed in several improvable elements and/or enriched with new "optionals". In both cases, what under study is assumed to be a set of dichotomous attributes. For each of these attributes, its marginal contribution to customer satisfaction has to be modelled and estimated. To obtain the required information, an opportune questionnaire is proposed to a sample of interviewed customers. An interviewing procedure consisting in a customer driven design of scenarios is followed, starting from the full-optional scenario and eliminating one by one the less satisfying elements. For each interviewed customer, a ranking of attributes is so obtained. Then, by asking the interviewed customer to evaluate on a metric scale the scenarios he previously selected, a rating of attributes can also be obtained. A case study conducted in collaboration with a public transportation company is presented. Contrarily to previous experiences, the abandon rate proved extremely reduced.y reduced.

• 한국식품영양학회지
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• 제30권5호
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• pp.943-959
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• 2017

This study was conducted to survey the perception and preferences of customers that have dined at Korean restaurants in China and investigate the importance and performance level of quality attributes, customer satisfaction, revisit intention and recommendation intention. The survey was conducted January 31~March 1, 2016 in China. The 293 questionnaires (97.7%) were analyzed using SPSS(Ver. 23.0) and AMOS(Ver. 21.0). Results of this study are as follow: Customers that dined at a Korean restaurant in China were composed of 157 women and 136 men. Regarding the reason for preferring Korean cuisine, taste, hygiene and nutritional value of Korean food were the most significant quality factors. Regarding complaints about Korean food, Chinese people placed much emphasis on freshness of ingredients when dining out, based on the majority of complaints about ingredients that were not fresh. The main reason for leftover food were personal eating habits and that of customers revisiting food taste and nutrition. Path model among customer satisfaction, revisit intention and recommendation intention revealed the factor of menus and attributes of menu items regarding customer's age that had an impact on customers' satisfaction, and association with customers' satisfaction, revisit intention and recommendation intention as well.

• 디지털산업정보학회논문지
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• 제19권4호
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• pp.193-203
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• 2023

This study aims to propose a reasonable and effective kiosk operation plan for hotels planning to introduce kiosks by verifying how the quality attributes of hotel kiosks, which have recently been rapidly increasing starting with mid-priced hotels, affect customer satisfaction and relationship continuity intention. An online survey was conducted for customers using hotel kiosks. 300 copies were collected, 61 insincere responses were removed, and 239 copies were verified. As a result of the analysis, first, hotel kiosk quality attributes, display color, device design, internal UI, amount of information, display brightness and response speed were found to have a significant impact on customer satisfaction and were partially adopted. Second, in terms of relationship continuity intention, the display color, internal UI, amount of information, and response speed were found to be significant and were partially adopted. Third, customer satisfaction showed significant results in relationship continuity intention. These research results showed partial differences from previous studies on general kiosk users and restaurant kiosk users, and based on these results, academic and practical implications were derived.