• Asia pacific journal of information systems
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• 제13권1호
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• pp.171-195
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• 2003

Providers for the commercial web sites are seriously competing for attraction and retention of customers. However, customer loyalty in the on-line business could be determined by factors different from those in the off-line business. In this paper, determinants for the customer loyalty in the on-line business are analyzed as two parts. The first part includes determinants that foster voluntary customer loyalty, such as satisfaction, self-involvement, and positive characteristics of Internet. The second part includes determinants that foster involuntary customer loyalty, such as switching barrier and bonds. Through the empirical study of 399 survey of Korean Internet users, both voluntary and involuntary factors contributing to the customer loyalty were found. Also, relationship between the positive characteristics of Internet and customer loyalty were found. The understanding of the determinants of customer loyalty will be an important information developing a winning strategy in the on-line business.

• 한국조리학회지
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• 제13권4호
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• pp.80-91
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• 2007

The purpose of the study is to investigate how customer reward programs that are provided strategically to develop customer favors are assessed by customers, if they affect customer loyalty and what effect using membership card(how many possess and use it) takes. The findings from the study can be summarized as follows. Firstly, customer loyalty showed high when shared value and convenient value are felt for preference and referring effect and when shared value and allied value were felt for revisit. Secondly, when the number of cards in possession was a lot, high customer loyalty existed. Thirdly, when the number of cards in use was a lot, the customer loyalty was high. The customer's awareness of values, e.g. economic, shared, use, convenience and allied values, put a very meaningful positive effect on loyalty, i.e. preference, referring effect and revisit. The more the number of food service provider's' membership cards in use and in possession was, the higher customer loyalty was. This implies that continued development of business partners and quality control are critical for various benefits and shared value of the customer reward pro-grams and service upgrade.

• 산업융합연구
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• 제13권2호
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• pp.25-37
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• 2015

The purpose of this study is about the influence of the Service quality on the customer loyalty depending on the customer value(social and psychological value, functional value) because of the dynamic business environment is react quickly and flexibly, many of today's companies are required to consult an expert. According to the circumstances, Service Firms(Hotel) should be provide a differentiated service for each customer. And this paper attempt to theoretical organize and take advantage of practical in Service industry. The questionaries of 154 from the companies which have received Service in 3 years in the metropolis and small and medium-sized cities were used to test hierarchical regression model with mediating effects of customer value between Service quality and Customer loyalty by SPSS(PASW) 18.0 version. From these analyses, the following results were obtained: First, social-psychological value have partially mediated effect on the tangibility, responsibility, assurance and customer loyalty. Second, functional value have partially mediated effects on the between tangibles, reliability and customer loyalty. The result suggests that 'tangibility', 'reliability', 'responsibility', 'assurance', 'empathy' are the most important factors to affect customer loyalty, and there are partially mediated effects of customer intention between Service quality and Customer loyalty. In conclusion, to improve the specific and actual meaning and value about the Hotel service quality and to give the suggestions on the Hotel's marketing communication by understanding the customer action.

• 복식문화연구
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• 제29권1호
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• pp.87-102
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• 2021

The purpose of this study is to investigate customer satisfaction factors that affect customer loyalty and revisit intention, and the seven factors which comprise the marketing mix that affects customer satisfaction. loyalty, and intention to revisit. The purpose of the project is to propose a research model by testing the mediated effects of customer satisfaction and loyalty using mainly factor analysis, regression analysis, and mediation analysis. First the results showed that the marketing mix 7P factors influence customer satisfaction were identified as service delivery process, product, physical basis, and promotion. The factors that influence marketing mix 7P customer loyalty were tested in the order of service delivery, physical basis, product, and distribution. Second, the factors that affect customer loyalty were artists, service, and prices whereas the factors that affect customer satisfaction were tested in the order of service, artist, cosmetics, and price. Third, the factors affecting customer revisit intention were newly derived as treatment satisfaction, professionalism, and treatment products. Fourth, the relationship between marketing mix and customer revisit intention suggested that customer satisfaction and customer loyalty has a partial sale effect. It can be suggested on the basis of these findings that the effect of makeup service with marketing mix on customer revisit intention was analyzed and a new model was derived by analyzing the mediated effect of customer satisfaction and customer loyalty.

• 간호행정학회지
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• 제15권3호
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• pp.455-462
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• 2009

Purpose: The purpose of this study was to investigate the influencing factors of customer loyalty among guardians of residents in nursing homes. Methods: The sample of this study consisted of 229 guardians of residents in nursing homes. Data were collected with self-administrated questionnaires and analyzed hierarchical multiple regression. Results: All variables were positively correlated with customer loyalty except the length of stay. It was found that residents' length of stay, customer satisfaction and service value had significant influence on customer loyalty. The explained variance for customer loyalty was 71.3%. The service value had the greatest influence on customer loyalty. Conclusions: These findings provide strong empirical evidence for customer satisfaction and service value in explaining customer loyalty of guardian of residents in nursing homes.

• 한국식생활문화학회지
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• 제26권2호
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• pp.159-169
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• 2011

We suggested specific and practical marketing strategies to coffee shop managers and customers to create a symbiotic relationship. The coffee shop's relationship to reliability, commitment, and shop loyalty was analyzed thoroughly. The samples for this study were 393 coffee shop customers in Seoul. The results showed that customer reliability about coffee shops improved as reputation, customer orientation, specialty, and tie increased, but reliability was reduced as the size of the coffee shop became larger. Communication did not significantly affect reliability. Second, customer reliability positively affected commitment, so commitment increased as customer reliability increased. Third, customer reliability positively affected shop loyalty, so shop loyalty increased as customer reliability increased. Fourth, customer commitment positively affected shop loyalty, so shop loyalty increased as customer commitment increased.

• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2011년도 추계학술대회
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• pp.683-694
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• 2011

This study analysed impact of service quality on customer satisfaction and loyalty in the take-out coffee shop. The switching barrier was also studied as a moderating effect. Particularly, this study focused on relationships between customer loyalty and switching barriers. A lot of previous studies interest only in customers satisfaction. This study also analysed relationships among service quality, customer satisfaction, switching barriers and brand loyalty. Eventually, service quality significantly affects customer satisfaction, moderating effects, brand loyalty and marketing performance. SERVQUAL model which was established by PZB (1988) was used as a service quality factors. The impact on customer satisfaction was analysed using multiple regression analysis. Simple regression analysis was used to find effects of customer satisfaction and customer loyalty. Additional factors of switching barriers was classified based on previous studies. Hierarchical multiple regression analysis was used to find factors of customer loyalty among switching barriers. In the result, we can find that the importance of tangibles, responsiveness in service quality factors and contract cost, search cost and continuous cost in moderating effects.

• 디지털융복합연구
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• 제12권3호
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• pp.89-94
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• 2014

본 연구는 로열티 프로그램에서 등급 강등 시, 고객의 등급과 메시지의 진실성, 관여도가 충성도에 미치는 영향을 검증하고자 20대 230명을 대상으로 $2{\times}2{\times}2$ 집단간 실험설계를 통한 ANCOVA분석을 실시하였다. 실험결과, 최고등급과 중간등급 모두 등급하락 후 충성도가 감소하였으며 최고등급보다 중간등급의 충성도가 더 작게 감소하였다. 최고등급의 경우 메시지에서 진실성을 느끼는 정도가 높은 집단의 충성도가 더 작게 감소하였으며, 관여도가 낮은 집단의 충성도가 더 작게 감소하였다. 중간등급 또한 진실성을 느끼는 정도가 높은 집단의 충성도가 더 작게 감소하였으며, 관여도가 낮은 집단 충성도가 더 작게 감소하였다. 고객의 등급, 메시지의 진실성, 관여도의 삼원상호작용에서는 메시지에 진실성이 높다고 느끼며 관여도가 낮은 중간등급의 충성도가 가장 작게 감소하였다.

• 한국항해항만학회지
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• 제32권7호
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• pp.561-568
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• 2008

Due to the rapid changes in world trade and shipping environment, today's ports face ever-increasing competition, from adjacent competing ports. To this reason, port service quality has been recognized as an important strategy to take competitive advantage for those competition. In general, service quality has effect on customer loyalty, and customer loyalty is the resource to sustain competitive advantage which service providers or service producers. By improving customer loyalty, companies can get more benefits and added value. However, this causality qf port service quality has not been clearly identified. Thus, various empirical studies in relation to port service quality are needed. The aim of this study is to analyze the effect of perceived port service quality on customer satisfaction and loyalty. To achieve this aim, we established 8 hypotheses based on SERVPERF in order to test correlations of 5 dimensions of port service, port service quality, customer satisfaction, and customer loyalty. From the result of the hypothesis testing, we found that customer satisfaction and port service quality do not affect customer loyalty in spite of high effect of port service on customer satisfaction.

• 한국병원경영학회지
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• 제13권4호
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• pp.76-100
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• 2008

The purpose of this research is to identify causalities among service quality, service value, customer satisfaction and customer loyalty and to compare the causalities between in-patients and out-patients. A multi-group structural equation model was used to test the hypothesis of conceptual model. Empirical results indicate that two factors such as assurance and empathy have direct impact on service value and customer satisfaction in both the patients. In the results of multi-group comparison test, however, the path coefficients from service value to customer loyalty and from customer satisfaction to customer loyalty were different across the two groups. In out-patients, customer loyalty is more positively related with service value. In in-patients, customer loyalty is more positively related with customer satisfaction. It is proven that service quality influences customer loyalty. Therefore To compete successfully in today's volatile & competitive medical markets, the hospital needs to manage the service quality, considering the type of patients.