• The Journal of the Korea Contents Association
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• v.12 no.2
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• pp.208-221
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• 2012

The purpose of this study is to investigate the antecedent variables of customer citizenship behavior selected by a social exchange point of view on the Boryeong Mud Festival. Of all the questionnaires collected, 239 were included in the analysis which was performed using SPSS. Date analysis method used to frequency analysis, factor analysis, reliability analysis and canonical correlation analysis. As the results of the canonical correlation analysis between the customer citizenship behavior and the social exchange point of view, there was a significant relationship between the attributes of customer citizenship behavior - loyalty, cooperation, Participation and social exchange point of view - customer satisfaction, customer confidence, perceived support of customers, justice perception. Therefore, marketing practitioner should recognize the importance of customer's perception in the service circumstance and make a managerial effort to offer the best service to customer. The result of this paper may help local festival planner and marketers for festival marketing strategy.

• The Journal of Asian Finance, Economics and Business
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• v.8 no.2
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• pp.1071-1078
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• 2021

The purpose of this study is to investigate the relationship among the components of brand equity and to examine the effects of these components on the overall customer-based brand equity from the perspective of the Generation Z. This study is applied in the case of Borobudur World Heritage Destination, which is in Indonesia. A survey questionnaire has been collected through purposive sampling from 167 Generation Z who have visited Borobudur World Heritage Destination. The research hypotheses were supported by the empirical test using a Structural Equation Model with AMOS. The result concludes that destination brand awareness has significant, positive effects on destination brand image and perception of destination quality; destination brand image has positive influences on perception of destination quality and destination brand loyalty; perception of destination quality has significant, positive impacts on destination brand loyalty. Except for destination brand image and destination brand awareness, the perception of destination quality and destination brand loyalty have positive and direct impacts on overall destination brand equity. In sum, overall customer-based brand equity of a world heritage destination in the context of a developing economy is directly influenced by only two components of brand equity, namely, the perception of destination quality and destination brand loyalty.

• THE INTERNATIONAL COMMERCE & LAW REVIEW
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• v.33
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• pp.167-190
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• 2007

The aim of the study is to investigate the factors which decide an airport service quality and the differentiation of perception on the airport service quality between airport users and airport authority. For the purpose of this study, the determinants of airport service quality were factors analyzed on the basis of service marketing concept. In order to identify an airport service quality dimension, the writer conducted mail survey and individual interview from the Korean freight forwarders, the 3PL entities, integrators and the airport operation authority. The result of this study is summarized as follows. 1. The dimen measurement was confirmed as a superior method to dimension of service competitiveness.sions of airport service quality consist of five factors; tangibles, reliability, responsiveness, assurance, empathy. 2. There are notable differences in cognition of airport service quality between airport authority's perception and airport customer, and between airport customer's perception and expectation.

• Knowledge Management Research
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• v.23 no.1
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• pp.47-67
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• 2022

Computer and Internet information technologies(ICTs) have changed the modern service industry and people's life style. In particular, the global spread of COVID-19 has attracted more attention to contact service types such as self-service technology. With the increase in labor costs and the enhancement of consumer self-awareness, more and more companies transfer part of their work to customers through their own service technology. This study seeks to answer the following questions. (1) Do technology difficulty and safety perception affect customer value recognition in the self-service technologies? (2) Does customer value recognition influence the intention to use such technologies continuously? This study conducted an empirical analysis with 327 samples to validate the influence of self-service characteristics(technology difficulty and safety perception) on customer value recognition and continuous utilization intentions. Also, it analyzes the moderating effects of age and frequency of use on the relationship between self-service characteristics and customer value recognition. The study results show that the technology difficulty does not affect the customer's perceived value recognition; and the higher the customer's value recognition, the higher the intention of continuous use.

• The Research Journal of the Costume Culture
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• v.10 no.6
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• pp.680-696
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• 2002

The aim of this study was to identify the components of customer-based fashion brand equity which was built from customers´perception to equity. As a method, both literature review and empirical research were made. This study performed in three stages from May to November in 2001. In the exploratory step. focus-group interview was conducted 5 times for gathering responses related to fashion brand equity, and free association test of 17 respondents was additionally conducted. In pilot study, 40 university students were surveyed and the data were analyzed in order to identify the components of fashion brand equity and to develop questionnaire. In the main research, 905 university students evaluated fashion brand equity in order to analyze the components of fashion brand equity in customers´perception. Statistical analyses were performed with SAS program using factor analysis, cronbach´α, frequency, and mean. The results of this study was as fellows. First, fashion brand equity was defined in terms of four components; customer-brand resonance, brand imagery/customer feeling, brand performance/customer judgment and brand awareness. Second, fashion brand equity was multi-dimensional brand attitude, which could be measured by 29 variables that were different from uni-dimensional evaluation of previous studies.

• Asia Pacific Journal of Business Review
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• v.4 no.1
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• pp.35-44
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• 2019

Service quality is a competitive weapon in the banking industry. Better understanding of customer's perception of service quality in the banking industry and the drivers of such perceptions will be a sound basis for continuous improvement in the quality of service offered to customers, customer satisfaction and customer retention in the industry. An earlier study by the same authors (Ibrahim and Bokkasam, 2016) revealed that the six SERVQUAL determinants are significantly related to and explain about 84% of overall customer satisfaction. It was also observed that the female customers perceived higher level of positive perception towards SERVQUAL determinants. The present study carries out a micro-analysis of the influence of gender on the constituents of the service quality and customer satisfaction for all the six dimensions of the SERVQUAL: Access, Communication, Competence, Tangibility, Empathy and Reliability, in Saudi banking sector. The study also analyses gender-wise levels of satisfactions with regard to individual components constituting various factors of the constituents of SERVQUAL. It was observed that the male customers have significantly low levels of satisfactions with regard to promptness in solving conflicting issues and comfort during waiting time in the bank.

• Journal of the Korea Society of Computer and Information
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• v.18 no.10
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• pp.199-205
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• 2013

This study examined the factors of failure of new-type computer which has a functions of replacing and supplementing of existing product by being unaccepted by market. Placing the reason of market failure in a customer's negative perception of the value of the product, influential relationship was explored by distinguishing the factors that influence value perception between benefit of use of product and the cost of using product. As a result of this empirical research on netbook, a customer's negative perception of the value of new product had an negative influence on intention of use. And a customer's perceptional cost of new-type computer had an significant influence on negative perception of the value of the new product. However, even if a customer perceived benefit of new-type computer negatively, this did not impact on negative influence.

• The Journal of Asian Finance, Economics and Business
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• v.6 no.3
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• pp.259-268
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• 2019

This study examines the color image of uniform of airline cabin crew according to the demographic characteristics of the customer and demonstrates how it affects the cognitive image of airlines. Adjective adjectives were derived for uniform color images of all eight airlines in Korea and analyzed the image of airline brand color. Based on the analysis of color images, the difference in perception according to the demographic characteristics of passengers was analyzed. When the colors of airline uniforms are mainly blue, sky blue, white and ivory, they have a lot of trust, neat and elegant images. Uniforms with primary colors such as red, orange and green beans are found to have a lot of cheerful, developmental and enterprising images. In addition, the empirical analysis of the impact of the customer's cognitive perception and favoritism on the uniform color image of the airline crew showed that the more positive the airline's positive perception of the uniform color image, the more positive the cognitive image is. In other words, the empirical analysis revealed that the airline's uniform color image, its cognitive image of the airline, and its popularity have significant positive relationships.

• Korean Journal of Community Nutrition
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• v.5 no.2
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• pp.324-332
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• 2000

The purpose of the study was to assess customer satisfaction concerning service quality characteristics of university foodservice by using a developed DINESERV model. In particular, it was intended to develop a tool to assess the difference between customer judgements on importance and customers perceptions with actual service delivery by university foodservices. Quenstionnaires were distributed to 1,000 university students. A total at 820 university students responded with a usable response rate of 77.7%. A statistical data analysis was completed using SAS programs for descriptive analysis; a t-test, chi-square test and Dunan's multiple range test. The results of the study are as follows; 1) The mean number of students visiting university foodservices per week for males was larger than that of females. The students' first choice depended on distance when they selected foodservices. They answered their preference as the first factor when they order a particular menu items in foodservices. The first complaint factor concerning university foodservices was the price of the food. 2) Customers was not satisfied with the quality of the service of university foodservices. The important mean score of the service quality was 3.63 out of 5, but the perception mean score of the service quality was 2.87. Therefore, there was a gap(0.76) between the importance score and perception score. 3) Customers' satisfaction with the service quality by dimensions wee int he follow order: assurance>reliability>responsiveness>tangibles>empathy. Customers were more satisfied with the service quality of contracted management than that of self-operated facilities.

• Journal of Distribution Science
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• v.18 no.12
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• pp.31-43
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• 2020

Purpose: This study examined how many determinant factors (service dimensions, food quality, and price perception) affect revisit intention. This practical concept is service quality (SERVQUAL), customer satisfaction, and repeated/revisit behavioral intention based on the theory of reasoned action (TRA). Research design, data and methodology: This research applied a hybrid mixed-method comprising exploratory and explanatory sequential design by Creswell (2014). The 400 responses were collected in four townships in Myanmar. This study drilled down to exploratory factor analysis (EFA) followed by confirmatory factor analysis (CFA) prior to test the hypothesized factor structure of all the variables resulted in the form of the goodness of fit. For further data analysis, structural equation modeling (SEM) was applied to test the relationships among the variables of the proposed model. Results: The results showed that perceived service quality, food quality, and price perception have direct effects on customer satisfaction and indirect effect on revisit intention. The perceived service quality has the most significant influence while the food quality has the least influence on customer satisfaction. Conclusions: The results are useful for the restaurant managers to better understand the significant strategic choice factors to improve higher quality service amongst restaurants both domestic and international under the stiff competition.