• Title/Summary/Keyword: Customer Royalty

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Exploratory Study for Franchise Marketing Mix (프랜차이즈 마케팅믹스에 관한 탐색적 연구)

  • Lee, Jung-Won;Lee, Sung-Hoon;Lee, Sung-Hee
    • The Korean Journal of Franchise Management
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    • v.6 no.2
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    • pp.87-104
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    • 2015
  • This study, based on theoretical and practical understanding of franchising, aims to conceptualize franchising in terms of marketing mix and proposes new paradigm of franchising. New schema of the franchise marketing mix involves both customer gap and franchisee gap by including customer and franchisee contacts and sets activities that include components of franchise system as the factor of marketing mix. So we could suggest the franchise marketing mix, '4F' by introducing conventional marketing mix concept into this assumption. The 4F schema consist of four sub-dimensions: 'Format', 'Fee & Royalty', 'Franchising Process', and 'Franchise Communication', which correspond to '4P'. In perspective of marketing mix, we could divide the franchise system into primary activity and support activity, then we also could categorize the fundamental activity into four-classification system, 4F schema. We expect that franchise marketing mix, 4F can be useful both theoretically and practically as it not only is not too different from the conventional marketing mix, but it also proposes franchise value chain by including unique characteristics and contents of the franchise system.

A study on the effect of brand recognition on brand personality, brand image and customer-brand relationship quality in the university contract foodservice industry (대학교 위탁급식업체의 브랜드 인지가 브랜드 개성, 브랜드 이미지, 소비자-브랜드 관계의 질(BRQ)에 미치는 영향연구)

  • Lee, Yun-Jung;Han, Kyung-Su;Choi, Duck-Joo;Kim, Yun-Kyeong
    • Culinary science and hospitality research
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    • v.17 no.2
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    • pp.51-73
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    • 2011
  • Companies are required to invest in numerous intial marketing costs for establishing brand power, thus, many companies in the foodservice industry are increasing their budgets on communication to strengthen their own brand equity components such as brand recognition, brand royalty, perceived quality and associated image using mass media that has not been used before. For this study, 617 samples were analyzed by such analytic methods as a frequency analysis, cross-tabulation, a factor analysis and a reliability analysis for validity, and a confirmatory factory analysis, a model adequacy evaluation, and a path analysis using AMOS 17.0. The hypothesis verification by the AMOS analysis has revealed that all hypotheses positively influenced contract foodservice brands, and the brand recognition of a university contract foodservice company has an impact on sincerity and refinement. Therefore, positive brand image formation encourages strong brand establishment between a university contract foodservice business and customers, and this study strongly suggests continuous further studies about constructing a positive brand image.

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5An Empirical Study on effect between Mobile Device Property and Customer Satisfaction (이동전화단말기 속성이 고객만족에 미치는 영향에 관한 실증적 연구)

  • Choi, Seung-Il;Kim, Dong-Il
    • Journal of the Korea Academia-Industrial cooperation Society
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    • v.11 no.5
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    • pp.1856-1862
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    • 2010
  • Last rapidly changing mobile handset market in many industries, as well as market conditions affect the prevalence of various content types of consumer spending in general is affecting. Changes in mobile handset market by separating the various consumer-tier analysis, or differentiated in consumers' purchasing behavior are being reflected in the property analysis and overview of customer satisfaction can be assessed by measuring. These mobile devices and the purchase of the devices to investigate the tendency to analyze and weigh the various content industries, you can see how important one can be considered. The development of mobile communication systems and wireless internet and multimedia applications can lead the industry accelerated. In this study, tried to investigate that the mobile communication systems in consideration of the special form of mobile handsets, and customer satisfaction of mobile phone handsets, and the relationship between customer loyalty. Outcome of this study, the mobile properties and the mobile handset brand, price, design and related details to be statistically significant variables were analyzed. In this study, the characteristics of future mobile handset market with a wide range of content-based guidelines for the development of the industry is expected to be able to provide.

Gap Analysis of Users' Perceptions and Staffs' Expectations Regarding the Library Service Qualify, Customer Satisfaction and Loyalty : A Case Study of the National Library of Korea (이용자와 직원이 인식하는 도서관의 서비스품질과 만족도, 충성도 - 국립중앙도서관의 사례를 중심으로 -)

  • Oh, Dong-Geun;Lim, Young-Kyu;Yeo, Ji-Suk
    • Journal of the Korean Society for Library and Information Science
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    • v.40 no.4
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    • pp.165-181
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    • 2006
  • This study analyzed the gap between users' perception and staff expectations on users' perceptions about dimensions of library service quality(library staff, service supports. materials and resources, and facilities and equipments), service value, user satisfaction, royalty. using newly developed model. Six hundred-fourteen users and one hundred staff members or the National Libra of Korea were participated in the survey using questionnaires. Users evaluated service quality lower but evaluated service value, satisfaction. and loyalty higher In terms of showing complaining behaviors, users were less than staffs expected. Model analysis for users and staff3 showed that service value and general satisfaction influenced on complaining behavior and loyalty. For users. only the dimension of library staff influenced significantly on the service value, satisfaction, complaining behavior, and loyalty. None of the other dimensions of the service qualify showed significant relationship to them in the case of staff expectation.

Regional Differentiation of Relationships between Private Brand Purchase Intention and Antecedents (유통업체브랜드 구매 의도 및 선행 변수와의 관계에 관한 연구: 할인점 출점 지역의 차이를 중심으로)

  • 박진용;정강옥
    • Journal of Distribution Research
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    • v.8 no.2
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    • pp.21-39
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    • 2003
  • The objective of this study is examining regional differentiation of private brand customer. Factors found to influence private brand purchase intention included familiarity with private brand, perceived value, store loyalty, perceived risk, perceived quality variation between national and private brand products. For testing the research model, data were collected in Seoul and Busan. The hypothetical paths included in model are supported. There are regional differentiations in 1) negative relation of perceived quality variation and perceived value, 2) positive relation of familiarity and purchase intention, and 3) positive relation of store royalty and purchase intention.

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Evaluation of How the Motivation the Use of Specialized Coffee Branches Brand Attitude, Satisfaction and Loyalty (커피 전문점 이용 동기가 브랜드 태도와 만족도 및 충성도에 미치는 영향)

  • Kim, Tae-Hee;Yoo, Hee-Joo;Lee, In-Ok
    • Journal of the East Asian Society of Dietary Life
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    • v.20 no.1
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    • pp.149-158
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    • 2010
  • The domestic specialized coffee branch market is growing both in size and sales, and the competition between different brands is increasing. The goal of this study was to divide the customer's consumption motivations into utility usage motivation, hedonic usage motivation, and ostentation usage motivation and to determine how each motivation influences the attitude, satisfaction and loyalty toward the brand. The results can be summarized as follows. (1) Hedonic motivation and ostentation motivation with the exception of utility motivation were shown to have an effect on brand attitude. (2) Brand attitude was shown to have an effect on satisfaction and loyalty. (3) Satisfaction had an effect on loyalty. However, if the satisfaction was low, the intentions for subsequent visits and positive oral transmissions decrease. The result of this study showed that establishing positive brand attitude, satisfaction and loyalty to customers with pleasure and ostentation motivations is effective. Moreover, marketing activities such as cultural and playful events should be emphasized for customers with hedonic motivations, while environments with better atmosphere and careful service should be provided to customers with ostentation motivation.

A Study on the Affecting Factors and Effects of Switching Costs in On-line shopping mall (온라인 쇼핑몰 전환비용의 영향 요인과 효과에 관한 연구)

  • Han, Pil Koo;Kang, Seong Chul;Jun, Byoung Ho
    • Journal of Korea Society of Digital Industry and Information Management
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    • v.7 no.3
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    • pp.137-150
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    • 2011
  • Long-term customer retention strategies with switching cost is very important for gaining a competitive advantage in on-line shopping mall environment. The purpose of this study is to investigate the affecting factors of switching cost in terms of on-line shopping mall's quality and the effects of it on customers' behavior moderating commitment. According to the result, information quality and customized information were found to be significantly related to social switching cost, and also royalty program and product differentiation were found to be significantly related to lost benefit cost and procedural cost respectively. When it comes to the relationship between switching cost and commitment, results shows that social switching cost is not significantly related to affective commitment. Lost benefit cost and procedural cost, however, were found to be significantly related to affective commitment and calculative commitment respectively. Finally, affective commitment was found to bolster repurchase intention and control negative WOM, and calculative commitment was found to bolster both repurchase intention and negative WOM.

A study on Relationships between Festival Participation and Festival Evaluations (축제참여품질과 축제평가간의 관계에 관한 연구)

  • Kim, Han-Joo
    • Management & Information Systems Review
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    • v.32 no.5
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    • pp.233-260
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    • 2013
  • This study reviewed previous studies about Relationships between Festival Participation and Festival Evaluations. Also relationships among the quality of festival participation and festival evaluation factors identified from previous researches were studied. According to the results in view of the relationship between the quality of festival participation and festival performances, hypotheses about the relationship between physical environment and contents identification and about the one between customer experience awareness and loyalty were rejected. On the other hand, the rest of hypotheses were supported having positive impacts.

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Effect of Korean Soup(Tang) upon Customers Royalty in the Food Service Industry in Korea (외식급식산업에 있어서 국(탕)이 고객 충성도에 미치는 영향)

  • 이영남;노성윤
    • Journal of the East Asian Society of Dietary Life
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    • v.13 no.5
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    • pp.482-493
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    • 2003
  • This study has been designed to stress the thoughts that soups should be offered taking into account customer's preference aimed at leading to eventual customer's satisfaction and the importance that Korean traditional food should take the lead in shifting dining-out industry's paradigm to customer-orientation instead of product-orientation. From August 15 through August 30, 2003, the drawn-up questionnaires were handed out to 500 numbers of adults aged over 20 living in Seoul, metropolitan city of Korea and the finally collected 361 questionnaires from them have been analysed as a subject for this study. It showed that the male respondents(44%) dined out much more frequently than the female respondents(35%) and their rate of 5,000-7,000 Won for a meal was most preferred as their average expenditure at one sitting in the restaurant. When eating Korean food at home or in a restaurant, the majority(5l,3%) of them think the soups(Tang) should be served coupled with their ordered meals. Among soups using flesh and meat as a staple material, they most preferred beef & bone soup(33.2%), followed by beep rib soup(30.4%) and beef soup with seasoned red pepper(l0.8%), and among soups using fish & shell and crustacean as a staple material, most preferred were hot fish soup(20.6%), loach soup(l5.2%) and hot crab soup(11.4%). Among soups using beans as a staple material, they most preferred soybean paste stew(33.2%), uncurdled soybean curd stew(29.4%) and Dambuk stew(l5.8%). Among soups using fowls and birds as a staple material, chicken soup with ginseng(51.9%), plain chicken soup(l8.4%) and chicken soup with red pepper sauce(l2.3%) falls on the most preferred. Among soups using vegetables and seaweeds as a staple material, most preferred are sea mustard soup(25.3%), Kimchi soup(16.8%), soybean paste soup with Chinese cabbage(13.0%) and bean sprout soup(10.1%). The soups(Tang) most preferred in the morning time are those soups whose staple materials are vegetables and seaweeds, such as sea mustard soup, bean sprout soup, Kimchi soup and soybean paste soup with Chinese cabbage while the soups most preferred for the lunch time are beef & bone soup, beep rib soup, chicken soup with ginseng and beef soup with seasoned red pepper while beef soup with seasoned red pepper, beef & bone soup, soybean curd stew and Kimchi soup are most preferred soups for the dinner time. The survey showed that 41 % of the subject preferred chicken soup with ginseng for a food considered good by themselves for their health. The male respondents preferred Bosin-tang(soup of edible-dog meat) than the female counterparts did, while the female respondents preferred chicken soup with ginseng than the male counterparts did. The survey showed that when eating korean traditional food, 70% of the subject are visiting a restaurant where soups are cooked delicious while 61% of the subject think that price does not matter if only food tastes good, which is reflecting that taste of food is a decisive factor in selecting menu rather than its price is. In conclusion, you can say that taste of soup is the most important factor creating steady customer in the restaurant, taking it into account Korean people most prefer their traditional food when dining out.

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The Effect of Dental Service Quality on Service Value, Consumer Satisfaction and Consumer Royalty (치과의료서비스 품질이 서비스가치, 고객만족 및 고객충성도에 미치는 영향)

  • Jeon, Eun-Suk;Choi, Yu-Jin;Hwang, Su-Hyun
    • Journal of dental hygiene science
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    • v.13 no.3
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    • pp.246-253
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    • 2013
  • The present study was carried out to evaluate the impacts of the qualities of dental medical services on service value, consumer satisfaction and consumer loyalty for 221 patients who visited 17 dental hospitals or clinics located in Busan and Ulsan using questionnaires and obtained the following conclusion. By gender, males had higher perceptions of para-language than females did in the qualities of the dental medical services, and by the level of education, college students and university graduates had higher perceptions of body language and physical appearance. Scores of service value, consumer satisfaction and customer loyalty were higher in males, college students and university graduates, and married patients, but those were not statistically significant. It turned out that the qualities of the dental medical services were correlated with service value, consumer satisfaction and consumer loyalty. As the perception of para-linguistic and verbal communication in the qualities of the medical services increased, service value increased; as the perception of verbal communication and physical appearance increased, consumer satisfaction increased; and as the perception of verbal communication, physical appearance and body language increased, consumer loyalty increased. To sum up the above findings, the qualities of dental medical services influence service value, consumer satisfaction and consumer loyalty, so in the future, it will be necessary to study quality dental medical services with which patients are satisfied.