• Proceedings of the Korean Society of Computer Information Conference
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• 2019.07a
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• pp.407-408
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• 2019

This thesis determines the research framework and scale design of leisure food E-Commerce consumer satisfaction degree by referring to previous theoretical model of customer satisfaction degree, the universal satisfaction evaluation index system, and the characteristics of leisure food E-Commerce in China. In this research, consumers who have bought leisure food online are taken as the research object, data are collected by questionnaires, and exploratory factor method is used to screen valid sample data. Through the Empirical Analysis which includes Descriptive Statistical Analysis, Reliability and Validity Analysis and Structural Equation Modeling, it is concluded that website design, logistics delivery service, commodity quality, and after-sales service are the main service quality on which the Leisure food E-Commerce enterprises should take focus. The service quality has significant positive influences on satisfaction degree. On the other hand consumer satisfaction has a significant positive influence on customer loyalty, which will create more earnings for the Leisure food E-Commerce enterprises.

• Journal of Distribution Science
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• v.16 no.12
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• pp.23-31
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• 2018

Purpose - The purpose of this study was to set brand awareness and brand image as independent variables from Keller's (1993) definition of brand equity and to analyze whether those variables have an influence on customer satisfaction and customer loyalty with perceived quality and value as mediator variables. Research design, data, and methodology - Data is collected through questionnaires from 200 of responders. Survey respondents were young people who use convenience stores. Questionnaires were tested in October 2017. SPSS and AMOS were used for structural equation as an analysis method. Results - The analysis results specified above can be summarized as follows: 1) Brand awareness had statistically significant influence on perceived quality and perceived value; 2) Brand image had a positive (+) influence on perceived quality and had no significant influence on perceived value; 3) Perceived quality and perceived value had a significant influence on customer satisfaction, and customer satisfaction had a statistically significant influence on customers' repurchase intention. Conclusions - Brand awareness and brand image had an influence on young consumers' decision-making process for purchasing PB food products. Convenience stores have to focus on developing food products with brand awareness and brand image more suitable for satisfying consumer preferences.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.3
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• pp.1832-1843
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• 2015

Recently, since the "Capital Market Consolidation Act" has been effective in 2009, the competition among the securities companies in Korean security market has been fierce. Thus, securities business lately are needed by the market environmental requirements rapidly changed for various strategies. The purpose of this study was to identify the effect of corporate attribute, employee attribute, financial product attribute securities on customer satisfaction, trust with the firm, and usage intention. As the subjects I selected the customer of securities in Seoul in 2014 and conducted survey with questionnaires. Among total 400, I chose 378 as the valid sample by convenience sampling. For the data process, I used SPSS 20.0 I verified the perspective hypotheses after testing reliability and validity of fit by the data process. The results are as following. First, it was shown that the sub-factors of corporate attribute, employee attribute, financial product attribute in securities as ethics, innovation, size, kind, professionalism, ethics, profitability and diversity had significant effect on usage intention. Second, the study confirms that reliability and satisfaction influences customer loyalty as moderate variable. The industrial and academic significance of this study is that it may serve as a useful base date to understand customer behavior and draw new strategies in a financial management environment.

• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.14 no.5
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• pp.159-173
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• 2019

The purpose of this study is to examine the effect of service quality of banks on customer satisfaction and recommendation intention through empirical analysis. In particular, the focus was on the differences of the causal effect between PB(Private Banking) customers and regular customers. For this study, two groups were surveyed and 428 valid questionnaires were analyzed. The hypothesis was tested with a structural equation model using AMOS 23.0. As a result, empathy, reliability and tangibles of bank service quality had a positive(+) effect on customer satisfaction. However, responsiveness and assurance were not statistically significant. On the other hand, customer satisfaction has a positive effect on recommendation intention. This study was conducted to compare the two groups, PB customers and regular customers, and found a significant difference. In the PB customers group, tangibles had a positive effect on customer satisfaction, but no other factors were supported. On the other hand, in the regular customers group, empathy and reliability had a positive effect on customer satisfaction while responsiveness, assurance, and tangibles were not supported. Customer satisfaction were analyzed to have a positive influence on recommendation intention in both groups. These findings are academically significant by applying the SERVQUAL factors to banking services and revealing the differences between the PB customers and regular customers. In practice, it is meaningful in that it provided banks with the insights needed for future segmentation and management of customer groups.

• Journal of Service Research and Studies
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• v.4 no.1
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• pp.21-35
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• 2014

Many people have a social network service (SNS) by utilizing a variety of community activities, information sharing, and the creation of social networking. In terms of marketing academics view social networks between businesses and consumers in the new communication strategy, a new way to make them in terms of marketing a new business opportunity. That is, they are actively engaged in the various marketing activities targeting customers using SNS. According to H. A. Simon's needle theory, it is efficient to make a decision within the bounded rationality due to the difficulty of collecting data in decision-making as well as the inability to collect all information because of limited time and money. If the information or the informant can be trusted, the customers would be able to make a quick decision and get higher satisfaction from it. Therefore, this study examines and thereby empirically demonstrates what role customers' trust plays in a company's marketing using SNS by exploring how trust condition works in the mediated model and, theoretically, intends to introduce an empirical methodology on more strictly mediated moderating effects and, in practice, revisit the role of trust on direct and indirect effect the SNS's Information quality has on the performance variables such as customer satisfaction and loyalty. This study thereby aims to provide a strategic tool for the companies that plan to use the SNS in developing marketing strategies.

• Journal of Service Research and Studies
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• v.3 no.1
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• pp.17-31
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• 2013

With the advent of smart phones, there are increasing demands from customers to connect to the social media services at any time and at any place without restraint. As a result, many foreign companies have lately been able to pursue two-way communication with customers through social media which has enabled them to see the reaction and the needs of customers immediately and respond timely. That is, they are actively engaged in the various marketing activities targeting customers using SNS. According to H. A. Simon's needle theory, it is efficient to make a decision within the bounded rationality due to the difficulty of collecting data in decision-making as well as the inability to collect all information because of limited time and money. If the information or the informant can be trusted, the customers would be able to make a quick decision and get higher satisfaction from it. Therefore, this study examines and thereby empirically demonstrates what role customers' trust plays in a company's marketing using SNS by exploring how trust condition works in the mediated model and, theoretically, intends to introduce an empirical methodology on more strictly mediated moderating effects and, in practice, revisit the role of trust on direct and indirect effect the SNS's quality has on the performance variables such as customer satisfaction and loyalty. This study thereby aims to provide a strategic tool for the companies that plan to use the SNS in developing marketing strategies.

• Journal of the Korean Society of Food Science and Nutrition
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• v.38 no.9
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• pp.1271-1278
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• 2009

The purpose of this study was the improvement of satisfaction for school foodservice customers through analysis of the importance and performance of school foodservice quality and the understanding what factors affected customer's loyalty. The questionnaire was distributed to three hundred students at five high schools in Busan. Students evaluated the factors of importance and performance, the order of importance was sanitation> food> service and then, the order of performance was sanitation> service> food. Gap analysis resulted 4.39 for importance factors and 2.51 for performance factors; importance scores were higher than performance scores at all areas (p<0.01) and the sanitation factor gap was the biggest gap compared to all others. Each factor's analysis resulted that the gap analysis order was taste> balance of main & sub side dish> diversity of food in food area, quick react to customer complaint> reflection of customer proposal and recommendation> provide better service than competitor in service area, sanitation of food> cleanness of tableware> cleanness of container in sanitation area. The average score of customer's loyalty was 1.66 and female' score was significantly higher than male (p<0.001). Food, service and sanitation had a significant correlation to customer's loyalty than service (p<0.01), food (p<0.05), and sanitation (p<0.05) affected customer's loyalty significantly. So, intensive control is needed in the sanitation area which had the highest gap analysis result between importance and performance in food service. Especially, service factor was very important in explaining customer's loyalty, so service improvement through training is needed to improve student's satisfaction.

• Journal of Information Technology Applications and Management
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• v.26 no.2
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• pp.41-60
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• 2019

O2O(Online-to-Offline) commerce, a kind of multi-channel, is used in various industries such as accommodation, food and beverage, transportation, and real estate. The O2O commerce, a channel of integrating online and offline, overcomes the limitations of traditional online commerce, where a customer made a purchase decision without direct experience. Despite this advantage of O2O, if the online-offline channel is not effectively linked, customer's complaints would occur due to service failure. This study, with regard to O2O service failure circumstances, intends to investigate the effect of customer's perceived justice on their emotional response, recovery satisfaction, followed by intention to repurchase. Perceived justice in this study is composed of distributive justice, interactional justice, and procedural justice. Furthermore, this study explores the moderation effect of O2O industry types in the relationship between perceived justice and emotion. An O2O industry type is classified into accommodation, food and beverage, and transportation. A hypothesized research model was empirically tested using a structural equation model. The current study collected 433 questionnaires and the target respondents are customers who have experienced service failure in O2O commerce. The empirical results showed that O2O commerce more effectively conducts service recovery strategy and causes positive customer response by integrating online and offline channel. One of the ultimate purposes of O2O service providers is to reduce the likelihood of service failures and to recover more quickly and efficiently by linking two channels rather than using a single channel. This study suggested that the O2O channel is effective in influencing customer satisfaction and loyalty by inducing customer's positive emotions in recovering service failure.

• Journal of Global Scholars of Marketing Science
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• v.15 no.1
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• pp.21-39
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• 2005

The research objectives of this study were to examine the relationship between e-store attributions(reputation, customer service, safety(security), merchandise quality, information quality, web navigation), trust, satisfaction and web site loyalty. The data were collected using survey with a structured questionnaire. The subjects of the study were 213 people. Several hypotheses were put forward and results except for four hypotheses were supported. That is, reputation, customer service, safety(security) and merchandise quality have a significant influence on trust and satisfaction, information quality and web navigation have no influence on trust and satisfaction, and trust and satisfaction have a significant influence on e-loyalty. Regression Analysis were applied to test the research hypotheses on the relationships among the variables. Research implications of the findings and future research directions are presented.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.3
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• pp.201-210
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• 2020

The study aims to investigate determinants of performance indicator and perceptions of existing and potential customers in accommodation sharing. This study uses data of Airbnb in Busan and Jeju from January 1 to December 31 in 2018, provided by AirDNA. The total number of listed accommodation sharing were 5,109 accommodations in Busan and 11,502 accommodations in Jeju. More than 90 property types of registered accommodation are subcategorized and re-classified in this study. Study 1 examined current usage and effects of factors on performance indicator in tourism destinations by applying Airbnb data. Study 2 investigated effects of perceived factors on satisfaction, intention to use, loyalty, and tourism competitiveness by applying online survey data. This study applies statistical analyses such as factor and regression analyses, ANOVA, t-test, and MANOVA. Results of Study 1 showed that usage and effects of accommodation sharing differ from regulation that is related to sharing types. Effects also differ based on travel destinations. Results of Study 2 showed how customers perceive accommodation sharing differ from pure meaning of sharing. The results of Study 1 and 2 found significant effects of price and service factors on performance indicator and customer satisfaction. The findings of Study 2 showed significant effects on loyalty and tourism competitiveness.