• Title/Summary/Keyword: Customer Preference

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The Antecedents and Outcomes of Customer Satisfaction and the Formation Process of Brand Preference and Repurchase Intention in Service Industries (서비스 산업에서의 고객만족 선. 후행요인과 브랜드선호도 및 재구매의도 형성과정)

  • Jang, Hyeong-Yu
    • Journal of Global Scholars of Marketing Science
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    • v.16 no.3
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    • pp.61-86
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    • 2006
  • The main purpose of this study is to conceptualize and investigate the relationships between the antecedents and outcomes of customer satisfaction and the linking variables of brand preference and repurchase intention in service industries. To achieve this objective, the study tries to validate the structural equation model and causal relationships among the model's elements involving antecedents to customer satisfaction(perceived quality, value, equity), consequences(brand preference, repurchase intention), and moderating variable/switching cost, customer loyalty). Empirical findings are as follows: First, the effect of two antecedents/perceived quality and value) on customer. satisfaction was accepted but perceived equity was rejected. Second, I found out that there were direct or indirect relationships between the mediating variables/switching cost, customer loyalty, brand preference) and repurchase intention. This means that the proper management concerned with indirect path is probably more important for the success of services industries. Third, the direct effects of customer satisfaction and switching cost on repurchase intention were not significant against the existing studies excepting brand preference. This implies that repurchase intention was mainly intensified by the indirect path, 'customer loyalty${\rightarrow}$brand preference${\rightarrow}$repurchase intention' and 'switching cost${\rightarrow}$brand preference${\rightarrow}$repurchase intention.' The service marketers make efforts not only to strengthen the direct casual linkage but also to consolidate the indirect connections leading to create repurchase intention. Finally, the proper management of these structural relationships will help clarify the role of service marketer resulting in increasing sustainable competitive advantage in service industries.

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A New Item Recommendation Procedure Using Preference Boundary

  • Kim, Hyea-Kyeong;Jang, Moon-Kyoung;Kim, Jae-Kyeong;Cho, Yoon-Ho
    • Asia pacific journal of information systems
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    • v.20 no.1
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    • pp.81-99
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    • 2010
  • Lately, in consumers' markets the number of new items is rapidly increasing at an overwhelming rate while consumers have limited access to information about those new products in making a sensible, well-informed purchase. Therefore, item providers and customers need a system which recommends right items to right customers. Also, whenever new items are released, for instance, the recommender system specializing in new items can help item providers locate and identify potential customers. Currently, new items are being added to an existing system without being specially noted to consumers, making it difficult for consumers to identify and evaluate new products introduced in the markets. Most of previous approaches for recommender systems have to rely on the usage history of customers. For new items, this content-based (CB) approach is simply not available for the system to recommend those new items to potential consumers. Although collaborative filtering (CF) approach is not directly applicable to solve the new item problem, it would be a good idea to use the basic principle of CF which identifies similar customers, i,e. neighbors, and recommend items to those customers who have liked the similar items in the past. This research aims to suggest a hybrid recommendation procedure based on the preference boundary of target customer. We suggest the hybrid recommendation procedure using the preference boundary in the feature space for recommending new items only. The basic principle is that if a new item belongs within the preference boundary of a target customer, then it is evaluated to be preferred by the customer. Customers' preferences and characteristics of items including new items are represented in a feature space, and the scope or boundary of the target customer's preference is extended to those of neighbors'. The new item recommendation procedure consists of three steps. The first step is analyzing the profile of items, which are represented as k-dimensional feature values. The second step is to determine the representative point of the target customer's preference boundary, the centroid, based on a personal information set. To determine the centroid of preference boundary of a target customer, three algorithms are developed in this research: one is using the centroid of a target customer only (TC), the other is using centroid of a (dummy) big target customer that is composed of a target customer and his/her neighbors (BC), and another is using centroids of a target customer and his/her neighbors (NC). The third step is to determine the range of the preference boundary, the radius. The suggested algorithm Is using the average distance (AD) between the centroid and all purchased items. We test whether the CF-based approach to determine the centroid of the preference boundary improves the recommendation quality or not. For this purpose, we develop two hybrid algorithms, BC and NC, which use neighbors when deciding centroid of the preference boundary. To test the validity of hybrid algorithms, BC and NC, we developed CB-algorithm, TC, which uses target customers only. We measured effectiveness scores of suggested algorithms and compared them through a series of experiments with a set of real mobile image transaction data. We spilt the period between 1st June 2004 and 31st July and the period between 1st August and 31st August 2004 as a training set and a test set, respectively. The training set Is used to make the preference boundary, and the test set is used to evaluate the performance of the suggested hybrid recommendation procedure. The main aim of this research Is to compare the hybrid recommendation algorithm with the CB algorithm. To evaluate the performance of each algorithm, we compare the purchased new item list in test period with the recommended item list which is recommended by suggested algorithms. So we employ the evaluation metric to hit the ratio for evaluating our algorithms. The hit ratio is defined as the ratio of the hit set size to the recommended set size. The hit set size means the number of success of recommendations in our experiment, and the test set size means the number of purchased items during the test period. Experimental test result shows the hit ratio of BC and NC is bigger than that of TC. This means using neighbors Is more effective to recommend new items. That is hybrid algorithm using CF is more effective when recommending to consumers new items than the algorithm using only CB. The reason of the smaller hit ratio of BC than that of NC is that BC is defined as a dummy or virtual customer who purchased all items of target customers' and neighbors'. That is centroid of BC often shifts from that of TC, so it tends to reflect skewed characters of target customer. So the recommendation algorithm using NC shows the best hit ratio, because NC has sufficient information about target customers and their neighbors without damaging the information about the target customers.

Customized Service Evaluation by Preference Clarity and Customer Participation in Korean and Chinese Culture (한국과 중국문화권 소비자들의 선호명확성과 고객참여수준에 따른 맞춤서비스 평가)

  • Shin, Jong-Kuk;Park, Min-Sook;Ock, Jong-Won
    • Journal of Digital Convergence
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    • v.12 no.3
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    • pp.117-126
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    • 2014
  • This study examines how preference clarity and customer participation levels affect evaluation of fit toward customized services and also analyzes the effects of cultural difference between Korea and China that may cause variance in the evaluation of fit in the course of interaction with the prior two factors, preference clarity and customer participation level. It conducted a $2{\times}2{\times}2$ between-subjects factorial design adopting preference clarity, customer participation level, and difference of culture. The subjects were composed of 200 Korean and 200 Chinese. According to the analysis results, it is revealed that Korean consumers highly perceived fit toward customized services when their preference is clear and participation level is high, and they evaluate fit more favorably as participation level increased, while Chinese consumers' evaluation for fit deteriorated as participation level increased. The result shows that fit evaluation became more positive through participation when preference clarity is high in Koreans but not in Chinese.

The Effect of Customer-to-Customer Interactions on the Preference of Fashion Purchase Environment

  • Chung, Ihn-Hee
    • Journal of the Korean Society of Clothing and Textiles
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    • v.35 no.12
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    • pp.1497-1506
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    • 2011
  • This study identifies the effect of customer-to-customer interactions on the preference of fashion purchase environment. An empirical study surveyed male and female consumers 25 years of age and older in Daegu, Korea, in August 2011. A total of 338 responses were analyzed using descriptive statistics and chi-square analysis of SPSS 19.0. The results identified the effects of the number, gender, age, attractiveness, and taste of other customers in fashion retail settings. In addition, differences in the effect of customer-to-customer interactions according to consumer attributes were also verified. The sample of this study preferred a shopping condition of many shoppers in the store, the same gender shoppers in the store, the same aged shoppers in the store, an attractive shopper in the store, and a shopper having the same taste in the store. Female consumers showed a preference for a store environment with many shoppers and the same gender shoppers to a store of no shoppers and different gender shoppers compared to male consumers. Aged consumers and fashion-involved consumers liked to shop with more attractive persons than less attractive persons. Fashion-innovative consumers wanted to enter a store where the other customers have similar tastes.

The Preference Factor and Satisfaction of General Internet Shopping Mall and Feminine Internet Fashion Shopping Mall (인터넷 일반쇼핑몰과 여성의류쇼핑몰의 선호요인과 만족도)

  • Kang, Min-jeong;Kim, Mi-Young
    • Journal of the Korea Fashion and Costume Design Association
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    • v.12 no.4
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    • pp.1-13
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    • 2010
  • The purpose of this study is to examine the different preference as well as the factor for this preference between general internet shopping mall and feminine internet fashion shopping mall only which are subjected with women and know the satisfaction which follows hereupon. This research will help to establish the strategy to marketers who manage feminine internet fashion shopping mall. The results of this study as follows; 1. As the result of the analysis of preference factors for general internet shopping mall, it was classified with, convenient characteristic, economical efficiency, product and information characteristic, sales promotion, and customer service. Also differences among preference factors appear with following orders, economical efficiency, convenient characteristic, product and information characteristic, sales promotion, and customer service. 2. As the result of the analysis of preference factor for feminine internet fashion shopping mall, it was classified with, fashion information and style, purchase product, economical efficiency, product assortment, and customer service. Also differences among preference factors appear with following orders, fashion information style, product assortment, purchase product, economical efficiency, and customer service. 3. As the result of the analysis of preference factors, convenient characteristic and product information mostly effects to satisfy the customers who use general internet shopping mall. Also purchase product, product assortment, fashion information and style mostly effects to satisfy the customers who use feminine internet fashion shopping mall.

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Effect of Promotion Type on Customer Satisfaction and Behavioral Intention in Franchise Coffee Shop (프랜차이즈 커피 전문점의 프로모션 종류가 고객 만족도와 행동의도에 미치는 영향)

  • Nam, Ayoung;Yoon, Jiyoung
    • The Korean Journal of Food And Nutrition
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    • v.31 no.1
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    • pp.173-184
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    • 2018
  • This research was conducted to examine coffee shop customers' preference and satisfaction by different types of promotion. Research samples ware adults with experience of any form of coffee shop promotion (n=209). Descriptive statistics, Chi-square, t-test and one-way ANOVA were used to analyze the relations among variables. Results showed that 'free coupon' was the most preferred ones. SNS was the most frequently used search method for coffee shop coupon promotion information. The most preferred event promotion was 'freebies', and preference levels were significantly different by age and employment status. 'Barista experience' was ranked highest in preference among cultural experience events. Drinking coffee was the most important purpose of visiting coffee shops, especially among unemployed, twenties, and women respondents. Coupon was evaluated the highest in usefulness and satisfaction among the three promotion methods. Event and cultural experience were preferred more by respondents in their twenties than those in their thirties. Results indicated that all promotion strategies are effective for increasing customer satisfaction and for inducing revisit. Findings also showed that preference for promotion was affected by customer characteristics such as age and gender. Therefore, coffee shops should consider using the most effective and attractive promotion strategy for their target market, while maintaining a consistent service quality level to fulfill customer expectation.

The Mediation Effects of Relation-Continuing Intention between Enterprise Trust and Customer Citizenship Behavior - In Case of 4star & 5star Hotels in Jeju Island (기업신뢰와 고객시민행동 간 관계지속의도의 매개효과 - 제주지역 4, 5성급 호텔을 중심으로)

  • Kim, Hyun-Mi;Lee, Sang-Kyu
    • Journal of Korea Entertainment Industry Association
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    • v.14 no.7
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    • pp.55-68
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    • 2020
  • This study is purposed to make sure of the Effects of Enterprise Trust on Relation-Continuing Intention and the Mediation Effects of Relation-Continuing Intention in the effects of Enterprise Trust on Customer Citizenship Behavior. Enterprise Trust consists of two elements(Enterprise Sincerity, Enterprise Ability), Customer Citizenship Behavior is made up of two elements(Guest Preference, Guest Cooperation) and Relation-Continuing Intention has one element itself. As a result, two things have been found. First, Enterprise Trust has a partly positive impact on Customer Citizenship Behavior. In details, both of two elements of Enterprise Trust have positive influences on Guest Preference, one element of Customer Citizenship Behavior, on the other hand, Enterprise Sincerity, one element of Enterprise Trust has a positive influence on Guest Preference, one element of Customer Citizenship Behavior but Enterprise Ability, the other element of Enterprise Trust, has no meaningful impact on Guest Preference. Second, Relation-Continuing Intention has a mediating effect between Enterprise Trust and Customer Citizenship Behavior. In details, Relation-Continuing Intention has a partial mediating role between Enterprise Sincerity and Guest Preference, between Enterprise Ability and Guest Preference and between Enterprise Sincerity and Guest Cooperation. However Relation-Continuing Intention has a full mediating role between Enterprise Ability and Guest Cooperation.

A Methodology of Conjoint Segmentation for Internet Shopping Malls Using Customer's Surfing Data (인터넷 쇼핑몰 방문자의 행위 분석을 이용한 컨조인트 시장세분화 방법론에 대한 연구)

  • Lee, Dong-Hoon;Kim, Soung-Hie
    • Proceedings of the Korea Inteligent Information System Society Conference
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    • 2000.04a
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    • pp.187-196
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    • 2000
  • A lot of Internet shopping malls strive for obtaining a competitive advantage over others in an increasingly tighter electronic marketplace. To this end, understanding customer preference toward products (or services) and administering appropriate marketing strategy is essential for their continuous survival. However, only a few marketing researchers and practicioners focused on this issue, compared with academic and industry efforts devoted to traditional market segmentation. In this paper, we suggest a methodology of conjoint segmentation for electronic shopping malls. Traditional market segmentation methodologies based on customer's profile sometimes fail to utilize abundant information given while navigating around cyber shopping malls. In this methodology, we do not impose information overload to the customer for preference elicitation, but this methodology, we do not impose information overload to the customer for preference elicitation, but capture automatically generated surfing or buying data and analyze them to get useful market segmentation information. The methodology consists of 4-stages: 1) analyzing legacy homepages, 2) data preparation, 3) estimating and interpreting the result, and 4) developing marketing mix. Our methodology was to give useful guidelines for market segmentation to companies working in the electronic marketplace.

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A Study on the Effect of Customer's Awareness of the Food Service Industry's Customer Reward Program Value on Customer Loyalty (외식 업체의 고객 보상 프로그램에 대한 고객의 가치 지각이 고객 충성도에 미치는 효과에 관한 연구)

  • Son, Young-Jin;Lee, Kwang-Ock;Yoo, Hee-Jeong
    • Culinary science and hospitality research
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    • v.13 no.4
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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.

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Method for Preference Score Based on User Behavior (웹 사이트 이용 고객의 행동 정보를 기반으로 한 고객 선호지수 산출 방법)

  • Seo, Dong-Yal;Kim, Doo-Jin;Yun, Jeong-Ki;Kim, Jae-Hoon;Moon, Kang-Sik;Oh, Jae-Hoon
    • CRM연구
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    • v.4 no.1
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    • pp.55-68
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    • 2011
  • Recently with the development of Web services by utilizing a variety of web content, the studies on user experience and personalization based on web usage has attracted much attention. Majority of personalized analysis are have been carried out based on existing data, primarily using the database and statistical models. These approaches are difficult to reflect in a timely mannerm, and are limited to reflect the true behavioral characteristics because the data itself was just a result of customers' behaviors. However, recent studies and commercial products on web analytics try to track and analyze all of the actions from landing to exit to provide personalized service. In this study, by analyzing the customer's click-stream behaviors, we define U-Score(Usage Score), P-Score (Preference Score), M-Score(Mania Score) to indicate variety of customer preferences. With the devised three indicators, we can identify the customer's preferences more precisely, provide in-depth customer reports and customer relationship management, and utilize personalized recommender services.

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