• Journal of the Korean Society of Costume
• /
• v.58 no.9
• /
• pp.151-165
• /
• 2008

The purpose of this study is to establish theoretical basis for relationship marketing exercised in the esthetic industry and to empirically analyze causal relationship among factors of esthetic relationship marketing, together with quality and the performance of the relationship. With empirical research, this study finds out that such relationship marketing factor as customer orientation, employee' expertise, physical property have an impact on the relationship quality between customers and esthetic salons' service providers. Customer satisfaction and trust increase the relationship between service providers and customers, and this also increases repurchase intention of the customer towards the service providers. These are significant findings in that they illustrate the importance of employee' expertise and customer orientation, and physical property in determining satisfaction and trust. The result of this study shows that service providers can enhance customer satisfaction and trust by utilizing relationship marketing more effectively, and can preserve the current customer basis.

• Journal of Distribution Research
• /
• v.15 no.4
• /
• pp.21-60
• /
• 2010

In recent retail environments, multichannel customer management increasingly has been considered a key element of successful CRM. Although customer's multichannel usage is believed to be potential cause of customer loyalty, the theoretical explanation about this causal relationship still remains unexamined and unanswered. In this paper, the authors present a systematic framework to test the postulated "multichannel usage-shopping experience-customer satisfaction" chain. To this end, we examine that the two core components of shopping experience(convenience and enjoyment) is a mediator of the direct causality of multichannel usage(based on both information search and product purchase stage) on customer satisfaction. Moreover, the authors examine that two types of customer-firm relationship characteristics(relationship age and purchase frequency) is a moderator of the multichannel usage-shopping experience relationship. Using integrating data with survey and customer database of multichannel retail company, the authors empirically test and substantiate shopping experience's mediating role in the multichannel usage-customer satisfaction relationship and customer-firm relationship characteristics' moderating role in the multichannel usage-customer experience relationship. These results suggest that multichannel retailers should deliver favorable shopping experience for building customer satisfaction and differentiate shopping experience according to customer-firm relationship characteristics.

• Fashion & Textile Research Journal
• /
• v.15 no.2
• /
• pp.219-230
• /
• 2013

To generate future profits, luxury brands need to recognize and understand customers as individually important and analyze the impact factors that improve specific customer equity. With the growing recognition that customer equity is a key strategic asset, this study empirically investigates the effect of customer equity drivers on customer loyalty based on the study of Vogel et al.(2008) which expanded the Rust et al.(2000)'s study on customer equity. We empirically examine if the customer equity drivers have a different impact on customer loyalty. This study hypothesizes that the relative effect of customer equity drivers would be different depending on the purchasing behavior of consumers and examines the effects of them on the relationship of the drivers of customer equity and customer loyalty. We use stepwise multiple regression analysis to empirically test the relationship of value equity, brand equity, and relationship equity and customer loyalty. Relationship equity influences customer loyalty more strongly than value equity and brand equity. Customers seem to build loyalty based on the careful assessment of all costumer equity drivers (value equity, brand equity, and relationship equity). In addition, their relative impact is different depending on the purchasing behavior of consumers. A company cannot maintain all customer equity drivers at a high level with limited marketing resources; therefore, marketing investment for all customer equity drivers need to be allocated differentially depending on the purchasing behavior of consumers.

• Information Systems Review
• /
• v.4 no.1
• /
• pp.33-45
• /
• 2002

With the advance of information technology, it is possible to build the interactive communication channel among relationship participants with low cost, and this channel makes ties between consumers and company by enabling information sharing and exchange. In order to maintain customer relationship, it is necessary to support customer information that includes of-the-customer, for-the-customer, and by-the-customer information. From the three types of customer information, the proper information for the relationship management like the level and type of commitment can be extracted. Customer Information System (CIS), which includes database, communication channel, application program, should be designed to facilitate the customer relationship management. Since lots of investments to information system are required, it is not easy to implement. This paper develops a framework of dynamic customer relationship management and suggests an effective information technology strategy to support that.

• Journal of the Korean Society of Clothing and Textiles
• /
• v.27 no.6
• /
• pp.675-684
• /
• 2003

The purposes of this study was to identify the dimensions of salesperson's effort and to examine the effect of salesperson's effort on relationship quality and customer intent to relationship continuity of middle upper class older female customers. The subjects used for the study were 202 middle upper class older female customers over 55 years living in Seoul. Factor analysis, paired t-test, multiple regression analysis and path analysis were used for statistics analysis. The results of this study were as follows. First, 5 factors were identified for the dimensions of salesperson's effort in older female customer's perception: attentiveness/product competence/effective access/friendliness/ special treatment. The salesperson's effort perceived most importantly was friendliness. Second, the salesperson's effort perceived by customer had direct and indirect effects on customer intent to relationship continuity; indirect effect mediated by relationship quality was larger than the direct one. Relationship quality was proved to have a crucial role in customer intent to relationship continuity. The influences of dimensions of salesperson's effort were also investigated. The effective access affected considerably on customer intent to relationship continuity.

• East Asian Journal of Business Economics (EAJBE)
• /
• v.5 no.1
• /
• pp.27-32
• /
• 2017

The main objective of this study is to find the Interrelationship between Service Quality, Electronic Banking and Customer Satisfaction in Commercial Banks in Uganda. A review of literature was conducted to find out the relationship among Service Quality, Electronic Banking and Customer Satisfaction. The literature review confirms this relationship. A survey was conducted to collect data. The sample size of 210 commercial banking customers was drawn from different banks in Uganda. The result shows, the Electronic banking adoption was found to have a positive relationship with Service Quality, Service Quality was found to have a positive relationship with Customer satisfaction; and Electronic banking adoption had a positive relationship with Customer satisfaction. In light of the findings various recommendations were put across on how retail banks can better satisfy their customers through the use of electronic banking channels. Electronic banking adoption will then foster Service Quality where a customer's service expectations are exceeded by the actual service She/he obtains. This will then bring about Customer satisfaction where the customers find that their needs are met by the service.

• Journal of Distribution Science
• /
• v.15 no.1
• /
• pp.57-70
• /
• 2017

Purpose - This study examined the effects of CRM success factors on business performance and customer performance, and the effects on job performance and customer performance through internal member satisfaction by considering of technology, organizational environment and customer relationship factors in CRM success factors from banking sectors. Research design, data, and methodology - An online questionnaire was conducted to 251 employees in banking sectors. The data were analyzed by SPSS 22.0 and Amos 21.0. CRM success factors, internal member satisfaction, job performance, and customer performance were analyzed by descriptive statistics and Pearson's correlation analysis. The bootstrapping in structural equations was conducted to verify the mediating effect of internal member satisfaction. Results - Internal members' satisfaction had a positive effect on job and customer performance. It mediated the relationship between organizational environment, customer relationship factors and job performance. It also mediated the relationship between organizational environment and customer performance. Conclusions - If internal members' relationship with customers is improved by the members' satisfaction, customer retention, customer satisfaction, and work performance will be achieved. The stability and usability in CRM system support jobs effectively, but the internal members did not feel their job satisfaction. Thus, they did not show a positive effect on job and customer performance.

• Korea Journal of Hospital Management
• /
• v.23 no.1
• /
• pp.65-77
• /
• 2018

The purpose of this study is to examine the structural causal relationships between service image, service satisfaction, affective commitment, and customer loyalty to customers who have experienced hospital medical services, and to identifies the mediating effect of relationship proneness in explaining the effects of service image, service satisfaction, and affectivel commitment on customer loyalty. For this study, 250 respondents were surveyed and data were analyzed using SPSS 21.0 and AMOS 20.0 statistical package. Statistical analysis tools, such as SPSS 21.0 and AMOS 20.0 were utilized for ensuring the validity and the reliability, whereas the SEM method was used for testing the research hypothesis. The results of study are as follows. Service image had significant influence on service satisfaction and emotional commitment. First, Service satisfaction was significant for emotional commitment and customer loyalty, and emotional commitment had a significant effect on customer loyalty. Therefore, the path relations between variables were all statistically significant. Second, there was differences the moderating effect of the relationship proneness in the effects of service satisfaction, service image and affective commitment on customer loyalty. In other words, the moderating effect of the relationship tendency was consistent with the research hypothesis and the adjustment effect was significant in the relationship between service satisfaction and customer loyalty. However, there was no control effect in relation to service image and customer loyalty and affective commitment and customer loyalty. Therefore, In order to secure long-term and stable profits by establishing a relationship with their customers, the medical service marketing strategies of hospitals should be promoted to enhance customer loyalty by raising the level of service satisfaction to high relationship proneness group and by raising the the level of affective commitment to low relationship proneness group.

• International journal of advanced smart convergence
• /
• v.10 no.4
• /
• pp.158-164
• /
• 2021

The purpose of this study is to analyze the structural relationship between customer's pleasure, customer satisfaction, switching cost, and relationship commitment using the fitness center and provide implications. Specifically, this study aims to investigate the effect of the degree of customer's awareness of pleasure on the relationship commitment through the medium of customer satisfaction and switching cost. For this purpose, the structural equation model was constructed based on the previous studies, and the exogenous variables were pleasure, and the endogenous variables were customer satisfaction, switching costs and relationship commitment. The subjects of this study were customers who used fitness centers in the metropolitan area. The sampling method for the sample survey was a total of 277 people using convenience sampling. 257 copies were used as final data except for 20 samples that were not appropriate for the study. The statistical program for data analysis was IBM SPSS Ver. 26.0 and Amos 21.0. The specific data processing method is as follows: First, frequency analysis was conducted to understand the general characteristics of the subjects. In order to verify the validity and reliability of the research tools, confirmatory factor analysis and reliability analysis were conducted. In order to understand the theoretical relationship between each variable, structural equation model was conducted. The results of data processing on the research model are as follows: First, the pleasure of the fitness center customers had a positive effect on customer satisfaction. Second, customer satisfaction had a positive effect on the switching costs. Third, customer satisfaction had a positive effect on the customer commitment. Fourth, switching costs had a positive effect on customer commitment.

• Journal of Global Scholars of Marketing Science
• /
• v.16 no.2
• /
• pp.27-54
• /
• 2006

As maintaining customer long term relationship is critical factor for improving to firm value as well as customer lifetime value, the academicians and practitioners have paid attention to customer defection. It is said that service failures are key factors to customer defection or customer switching(Keaveney 1995 etc.). This study examines that the effect on customer defection of service failures is differential according to the various customer-firms relationship characteristics. We consider relationship duration, usage level, decision making influence, industry knowledge and switching cost as customer-firm relationship characteristics based on marketing literature. Predictions are developed and tested using Internet service provider(ISP) user survey data(n=212). Results show that the customer-firms relationship characteristics/above variables) play a moderating roles in the service failures and customer defection links.