• Journal of the Korean Society for Library and Information Science
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• v.48 no.2
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• pp.137-157
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• 2014

This study analyzed the general user behaviors and the perceptions on service quality, satisfaction, loyalty of the users of the special winter vacation programs at the public libraries in Daegu Metropolitan City. Among the 444 collected questionnaires from the participants in the programs at 8 public libraries in the City, a total of 300 were analyzed for the study. As results, many participants have visited the libraries with their family members, and have applied the programs through the helps from their parents. They rated higher the service quality, the satisfaction, and the loyalty than other child users of the children's services as well as the adult participants of the cultural programs and of the public libraries. In the analysis of the structural equation model (SEM) on the service quality, customer satisfaction and loyalty, all of the service quality factors of special winter vacation programs, namely program contents and instructors, staff supports and services, and facilities and equipments, have significant effects on the user satisfaction. Staff supports and services factor of the service quality has significant direct effects on loyalty along with the overall satisfaction, but program contents and instructors factor and facilities and equipments factor have no significant direct effects on loyalty.

• Journal of the Korean Applied Science and Technology
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• v.36 no.4
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• pp.1224-1234
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• 2019

This study examines the relationship between service quality, satisfaction and customer loyalty of children's pool. The population distributed a questionnaire to a sample of 300 subjects, and a total of 297 questionnaires were used for data analysis, excluding 3 questionnaires that were determined to be unsatisfactory among the collected questionnaires. In this study, frequency analysis, reliability analysis, exploratory factor analysis, correlation analysis, multiple regression analysis, and simple regression analysis were performed using PASW 21.0. In this study, the significance level of all statistics was set to .05 and the following conclusions were drawn. First, facilities, programs, costs, human resources, and trust in the service quality of children's pools were found to affect satisfaction. Second, the cost, personnel nursery, and trust of the children's pool service quality were found to affect customer loyalty. Third, satisfaction with the service quality of the children's pool affects customer loyalty.

• Culinary science and hospitality research
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• v.22 no.5
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• pp.277-294
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• 2016

This study was to empirically determine the relationship between hotel food & beverage service quality, and customer satisfaction and brand loyalty. A total of 260 survey responses were collected from food & beverage' customers of seven five star hotels in Seoul. The results of hypothesis testing can be summarized as follows. The results showed that facility and reliability factors, and employee service and excellence factors had significant effects on customer satisfaction, and then reliability factors and excellence factor had significant effects on brand loyalty. Customer satisfaction also had a significant effect on brand loyalty. It can be concluded that the service quality components of hotel food & beverages are perceived responsiveness, service capabilities, food and beverages products, and physical environments. A strategy should be developed to create internal communication programs based on the empirical analysis results of this study.

• Journal of Korean Library and Information Science Society
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• v.40 no.2
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• pp.267-286
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• 2009

This study develops the LCSI(Library Customer Satisfaction Index) to measure the customer satisfaction of public libraries from 4,540 public library users in Daegu Metropolitan City area. LCSI consists of three variables; service quality divided into three primary dimensions(interaction of personnel), library resources and programs, physical environment and facilities) as independent variables, overall satisfaction and customer complaints as parameter, and customer loyalty as dependent variable. This model calculates LCSI scores at the ratio of 40% in satisfaction index to three dimensions of library service quality, 40% in overall satisfaction, and 20% in customer loyalty.

• Asia-Pacific Journal of Business
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• v.8 no.2
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• pp.75-94
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• 2017

This study aims to develop a conceptual framework linking antecedents and consequences of online platform experience in the context of hospitality businesses. In doing so, an introduction to online platform experience in the hospitality industry was made, and environmental stimuli, that is, enablers of online platform experience were identified: information, entertainment and relation. Additionally, the theoretical review attempted to explain how customers are likely to be engaged in, and to be loyal to, the hospitality organizations' provisions in the context of online platforms. When presenting the theoretical model, a Stimulus-Organism-Response paradigm was employed to propose the hypotheses predicting positive online platform experience, which seems to derive from internally provoked cognition and affection within individuals, leading to behavioral consequences. This model is expected to be applicable to the online context, where hospitality businesses tend to adopt the concept of gamification and to implement associated loyalty programs. Finally, theoretical and practical implications, along with potential avenues of future research, were discussed.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2002.05a
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• pp.552-559
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• 2002

With a severe restructuring and a high competition in the bank industry, the emphasis of business is increasingly put on profitability. Especially for retail banks, the classification and management of customers based on profitability becomes important issues. However, the cost required in maintaining relevant systems is so high also with one spent in acquiring data for customers as a whole. In fact, most benefit of a certain bank is gathered from a few loyal customers. Accordingly, most of banks are vigorously trying to measure ROI of the few royal customers and striving to raise earnings from them. This is also true to domestic retail banks which are recognizing the need of loyalty program and operating diverse programs. This report is executed to help design and manage effective loyalty programs. We conducted interviews on the persons in charge of royalty programs of 9 major domestic retail banks and made a survey on 5 banks among them. Based on data from these researches, we reviewed on royalty programs of Korean domestic banks and propose improvement measures to facilitate royalty program.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.18 no.7
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• pp.410-416
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• 2017

The silver generation in our aging society will rapidly emergeas a new consumer group and the service industry used by silver customers will develop going forward. The beauty service sector is one of the most needed ones for the qualitative improvement of life for the silver generation. In this research, ananalysis was conducted on 244 persons of the silver generation living in Seoul, in order to examine the factors affecting the quality of the beauty service for the silver generation and their relationships with customer loyalty. For the statistical treatment of the empirical analysis, the SPSS 23.0 and AMOS 23.0 statistical programs were used. The results of the analysis showed that the service quality perceived by the silver customers who used the beauty service had significant effects on trust and flow, which are the relationship qualities, and that trust and flow had positive effects on customer loyalty. Also, it was found that, in the relationship between service quality and customer loyalty, trust had mediating effects on reliability, responsiveness, empathy, and assurance, and that flow had mediating effects on reliability, responsiveness, empathy, assurance, and tangibility. The results of this research are significant in that they present the basic data enabling the beauty industry to play an important role for the silver generation, under the present circumstances in which the beauty service industry has minimal educational programs exclusively available for the silver generation.

• Journal of KIISE:Computing Practices and Letters
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• v.6 no.3
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• pp.348-355
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• 2000

Loyalty is a bonus point that a customer earns in reward of purchasing goods of a shop or a manufacturer. The management of loyalty such as issuing, accounting, reimbursing is carried out by the loyalty system. Traditional loyalty systems were proprietary. As a result, the systems are not interoperable with each other. However, our loyalty system allows a group of merchants join together and use the same IC card to operate their own loyalty programs. Data and counters can be shared or totally isolated, using secret codes and keys. The loyalty pool system communicates with the loyalty service providers over the Internet and performs the management of loyalty in fully automated manner. This paper describes the functional architecture and internal behavior of the loyalty pool system along with the communication protocols.

• Journal of the Korean Society of Clothing and Textiles
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• v.27 no.3_4
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• pp.384-394
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• 2003

The purpose of this research is to provide the apparel companies with a successful business strategy by analyzing the concept, function and current status of mileage programs; and examining how customer's attitude, recognition, experience, compensation method of the mileage program in apparel companies affect its brand loyalty. In this research simple random sampling was performed. The sample pool was based on 494 people which included college students and employed men and women in their twenties and thirties living in Seoul and in the metropolitan area. The data analysis was completed on the basis of SPSS package, using frequency, percentage, mean, standard deviation, factor analysis, variation, Scheffe test, regression, t-test, and X/sup2/. The following results were found in this research: It is effective to maintain brand loyalty through continuous relationship with consumers as fierce competition increases in apparel companies. A mileage program is a win/win strategy that allows clothing companies to increase its sales and brand loyalty while consumers feel greater satisfaction.

• Journal of the Korean Society of Clothing and Textiles
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• v.37 no.7
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• pp.907-921
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• 2013

This study shows the importance of human factors in relationship marketing by revealing the influence of Hanbok salesperson's attributes on relationship quality and long-term relationship orientation at the time when a culture is newly understood. A questionnaire surveyed 376 women living around the Seoul and Daejeon Metropolitan areas from February to March 2013. SPSS WIN 20.0 and AMOS 20.0 programs analyzed the gathered data. We review the influence of Hanbok salesperson's attributes (expertise, ethics, communication skill, customer orientation, similarity, and likeability) on relationship quality and behavioral intention. The research indicates that only customer orientation and Hanbok salesperson's expertise attributes influence relationship quality. All the attributes had a positive influence; in addition, the relationship quality had a significant influence on customer loyalty. However, communication skill, similarity, and likeability did not influence relationship quality. Customer orientation, which provides a customized service based on the recognition of individual customer trends and expertise in developing a relationship with customers, are important factors to form relationship quality and loyalty.