• 한국콘텐츠학회:학술대회논문집
• /
• 한국콘텐츠학회 2008년도 춘계 종합학술대회 논문집
• /
• pp.398-402
• /
• 2008

The purpose of this study is to investigate the impacts of e-service quality factors on customer satisfaction and behavior intention. Difference and moderating effect resulting from the type of web site users about an association with reaction of satisfaction and those component concepts are also one of the aims in the study. As the results, the study found that factors of web site service quality variables has a positive impact on customer satisfaction. And customer satisfaction also has a positive impact on relationship intention and word of mouth intention. According to those results, marketing managers should develop different service strategies.

• 한국산업정보학회논문지
• /
• 제22권5호
• /
• pp.113-128
• /
• 2017

본 연구에서는 고객 불량행동이 서비스 종사원의 감정부조화에 미치는 영향을 살펴보고 감정부조화가 감정고갈에 미치는 영향과 감정고갈이 이직의도와 고객지향성에 미치는 영향을 살펴보고자 한다. 또한 고객 불량행동과 감정부조화 간의 관계에서 감정노동전략(표면행동, 내면행동)의 조절 효과를 살펴보고자 한다. 병원에 종사하는 종사원들을 대상으로 설문조사를 실시하였으며 그 결과는 다음과 같다. 첫째, 불량행동은 감정부조화에 정(+)의 유의적인 영향을 미치는 것으로 나타났다. 둘째, 감정부조화는 감정고갈에 정(+)의 유의적인 영향을 미치며 셋째, 감정고갈은 이직의도에 정(+)의 유의적인 영향, 고객지향성에는 부(-)의 유의적인 영향을 미치는 것으로 나타났다. 끝으로 위계적 회귀분석을 통해 종속변수인 감정부조화에 대해서, 불량행동과 조절변수인 표면행동의 상호작용효과는 유의한 것으로 나타났으나 불량행동과 조절변수인 내면행동의 상호작용효과는 유의하지 않은 것으로 나타났다.

• 산경연구논집
• /
• 제8권5호
• /
• pp.95-109
• /
• 2017

Purpose - The purpose of this study is to classify the quality factors of coffee shop customers with the service quality based on the SERVQUAL, selection attributes, and service qualities used in previous studies. The path structure of coffee shops' quality factors → customer satisfaction → trust → behavioral intention was analyzed in order to confirm the system of coffee shops' quality factors. Research design, data, and methodology - The survey of was conducted with college students of Kangwon University. A total of 250 questionnaires were distributed, with 232 collected. Of them, Excluding 36 respondents' because of incomplete answers and missing values, 196 responses were used in the final analysis. Empirical analysis was made through factor analysis, correlation analysis, multiple regression analysis, simple regression analysis and mediating regression analysis by using Statistics Package SPSS 19.0. Results - The results are as follows: Firstly, coffee shops' quality factors were classified into seven categories like service encounter quality, product quality, cleanliness, overall interior, purchase quality, convenience, and aesthetics. Secondly, service encounter quality, product quality, purchase quality, and aesthetics had a positive effect on customer satisfaction, respectively. Thirdly, it showed that service encounter quality, product quality, overall interior, purchase quality, and aesthetics had a positive effect on trust, respectively. Fourthly, customer satisfaction had a positive effect on behavioral intention. Lastly, after verifying the effect relations of trust between customer satisfaction about coffee shop and behavioral intention, customer satisfaction has a positive effect on trust and trust has a positive effect on behavioral intention. On the other hand, trust did not have a mediating effect between customer satisfaction and behavioral intention. But, cleanliness, convenience, and overall interior did not have a positive effect on customer satisfaction. Conclusions - Coffee shop consumers put importance on price, discount systems, taste, and freshness, but more on courteous and kind services of coffee shop staff or comfortable and calming atmosphere of inner space. Thereby, coffee shop marketers need to take factors like service encounter quality and aesthetics into more consideration. In addition, customer satisfaction has an effect on trust, while trust on behavioral intention, even though trust is not mediated between customer satisfaction and behavior intention.

• The Journal of Asian Finance, Economics and Business
• /
• 제8권11호
• /
• pp.157-167
• /
• 2021

The study analyzes the factors affecting the intention and recommendation to use the mobile banking applications of 314 customers from Vietnam. The study analyzes 7 factors affecting the intention and recommendation to use the mobile banking applications of customers from Vietnam, including (i) Perceived risk; (ii) Perceived ease of use; (iii) Perceived usefulness; (iv) Attitude; (v) Perceived trust; (vi) Social image; and (vii) Innovativeness. Besides, the study also analyzes 4 variables that reflect the customer's demographics, including gender, age, education, and occupation, and 6 variables describing the behavior of customers using mobile banking applications. The study findings indicate that the following factors (i) Innovativeness; (ii) Attitude; (iii) Perceived risk; (iv) Perceived ease of use, and (v) Perceived trust have the most significant impact on customers' behavior of using mobile banking applications in emerging markets such as Vietnam in the context of prolonged pandemic and continuous lockdown in many provinces and cities. The study is also of great value to studies on behavior changes among customers using mobile banking applications after the COVID-19 pandemic in Vietnam. The study will provide additional empirical evidence useful to bank administrators in motivating customers to use mobile banking applications, helping develop a digital economy in Vietnam.

• 한국조리학회지
• /
• 제16권3호
• /
• pp.51-65
• /
• 2010

본 연구는 외국인이 한식당을 선택 시에 인지하는 위험 지각이 외국인 고객의 구매 의도에 있어서 어떠한 영향을 미치는지 알아보았다. 결과는 다음과 같다. 첫째, 외국인의 한식에 대한 관심도는 비교적 높은 편이며, 한식당 이용 시 인지하는 위험 지각은 부정적 측면 보다 긍정적 측면이 더 높게 나타나고 있다. 둘째, 외식 동기적인 측면에서는 신체적 위험과 심리적 위험 양자가 유의적인 차이를 보여주고 있다. 셋째, 외식 동기별로 고객 행동 의도에 대한 차이분석을 한 결과, 재방문 의도와 추천 의도에서 외식 동기와 선호하는 한식에 대해 유의한 차이를 보였다. 넷째, 위험 지각 요인들이 고객 행동 의도에 미치는 영향을 분석결과, 경제적 위험과 심리적 위험을 높게 지각할수록 고객 만족은 감소하는 것으로 보인다. 다섯째, 위험 지각 요인과 고객 행동 의도 간의 정준 상관분석을 실시한 결과, 위험 지각 요인과 고객행동 의도는 상관성을 가지는 것으로 나타났다. 특히, 경제적, 기능적 위험 지각 요인과 추천 의도, 재방문 의도는 비교적 높은 상관관계를 가지는 것으로 나타났다. 따라서 본 연구의 결과를 바탕으로 외국인들이 우리나라 한식당을 선택 시에 인지하는 경제적, 기능적, 심리적, 신체적, 사회적, 그리고 시간 손실 위험요소를 최소화하여 한국의 한식당 뿐 만 아니라 외국 현지의 한식당의 선택에 있어서 고객 만족이 이루어져 재방문으로 이어지도록 하는 전략 설정이 필요하다고 하겠다.

• 마케팅과학연구
• /
• 제12권
• /
• pp.29-57
• /
• 2003

대형 백화점들의 다점포화전략, 할인점의 증가, 무점포업태의 성장 등으로 지방 백화점 고객들이 점포 전환을 용이하게 할 수 있는 유통환경이 조성되고 있다. 따라서 그동안 제한된 경쟁상황에서 영업활동을 해 온 지방 백화점들은 고객전환행동에 대한 폭넓은 이해를 필요로 하고 있다. 본 연구는 지방 독점백화점 고객들의 전환행동 특성파악을 위해 선행연구를 검토한 후 유통환경의 급격한 변화속에서 고객들의 전환행동 특성을 불만즉요인, 전환장벽, 전환의도, 고객육특성(쇼핑향유성향, 다양성추구성향, 경쟁에의 노출정도, 인구통계특성)의 관계를 중심으로 파악해 보았다. 그 결과 불만족요인 평가는 고객의 특성(쇼핑향유성향, 경쟁에의 노출정도)에 따라 차이가 있으며, 전환장벽 인식은 고객의 특성(경쟁에의 노출정도, 인구통계특성) 및 불만족요인 평가에 따라 차이가 있고 예상경쟁자로의 전환의도는 고객의 특성(쇼핑향유성향, 경쟁에의 노출정도, 인구통계특성) 및 전환장벽 인식에 따라 차이가 있는 것으로 나타났다. 따라서 경쟁자의 시장진입을 눈앞에 두고 있는 지방 독점백화점의 전환관리는 고객특성 파악과 고객불만족을 감소시키려는 노력을 중심으로 이루어져야 할 것으로 보인다.

• 가족자원경영과 정책
• /
• 제12권3호
• /
• pp.1-21
• /
• 2008

Research has emphasized that relationship marketing programs enhance customer satisfaction and reduce switching intentions by building switching barriers. However, the psychological reactance theory demonstrates that building switching barriers can make customers fsel that the alternative not chosen is more attractive, because their freedom of choice has been deprived. It can be hypothesized that a relationship marketing program, which is intended to offer various benefits to customers, may not result in positive customer attitude and behavior. This paper examines the effects of relationship marketing programs on customers' perceptions of switching cost and loss of freedom. The effects of those perceptions on customer satisfaction and switching intentions were identified. In addition, the moderating role of personal reactance was examined. The results of this study suggest that (1) perceived switching cost has significant influence on boosting perceived loss of freedom; (2) perceived loss of freedom has no significant effects on customer satisfaction; (3) perceived loss of freedom enhances customers' switching intentions. Furthermore, psychological reactance has a significant influence on customers' switching intentions. This study concludes that the role of relationship marketing programs should be reconsidered, especially in terms of customers' switching intentions. Customer satisfaction is not the key factor of predicting customers' future behavior.

• 한국치위생학회지
• /
• 제20권2호
• /
• pp.189-196
• /
• 2020

Objectives: This study aims to investigate the impact of clinical dental hygienists on customer orientation and prepare basic data for the rational and efficient human resource management of dental hygienists. Methods: A self-reported questionnaire was completed by 220 dental hygienists from July 7 to August 8, 2019. Data were analyzed using the IBM SPSS Statistics 22.0 program with a significance level of 0.05. Results: The customer orientation of clinical dental hygienists was 4.09, internal marketing was 3.10, organizational citizenship behavior was 3.97, and self-efficacy was 3.91. The variables that most influenced their turnover intention were those related to organizational citizenship behavior. These factors showed a 28.8% variance among dental hygienists. Conclusions: This study recommends the development and application of a program that enhances dental hygienists' customer orientation, recognizes them as internal clients, and improves dental productivity.

• 아태비즈니스연구
• /
• 제15권1호
• /
• pp.45-69
• /
• 2024

Purpose - To examine the influence of mobile visual search as a strategic technology service on consumer perceived economic value and customer commitments, which in turn affect consumer's usage intention of mobile visual search. This study also explores the moderating effect of different levels of consumer online shopping orientation. Design/methodology/approach - One-by-one open-ended in-depth interview was first undertaken to 15 Korean consumers to figure the features of mobile visual search. Then a conceptual model was built to verify the hypotheses that indicate the impact of mobile visual search on consumer perceived economic value and customer commitment, which further influence consumer's usage intention. Findings - The results show Convenience, Information quality, Personalization, Text-free search interface design and Visual communication of mobile visual search positively influence consumer perceived economic value and customer commitment and in turn positively affect consumer's usage intention. Moreover, the different levels of consumer online shopping orientation also found to have different effects on consumers' perception and behavior of using mobile visual search in online fashion shopping. Research implications or Originality - The present study verified that mobile visual search is a service tool that consumers want to use in the online fashion shopping journey since it provides economic benefits.

• 품질경영학회지
• /
• 제29권4호
• /
• pp.54-64
• /
• 2001

Service industries are rapidly increased and the environment of service is also changing in healthcare settings. Those make them change their management strategies and carry out many researches. Till now, single-item behavioral intention scale or direct measuring has some limitations that we have to consider its efficiency and it is difficult to explain phenomena of broad part in the process of determining behavioral intentions. In this paper, we examine the dimensionality of healthcare service in Korea through the multi-item behavioral intention scale. In addition, we are going to investigate the nature of the relationship between service quality perceptions which have unique construct, and consumer satisfaction judgements in the formation of consumers' behavioral intentions. we are going to conclude that the linear combination model of service quality and customer satisfaction can describe the process of formation of customers' behavioral intentions best and provide some managerial implications to decision makers for redistribution of materials and human resources.