• Journal of the Korean Society for Library and Information Science
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• v.48 no.2
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• pp.137-157
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• 2014

This study analyzed the general user behaviors and the perceptions on service quality, satisfaction, loyalty of the users of the special winter vacation programs at the public libraries in Daegu Metropolitan City. Among the 444 collected questionnaires from the participants in the programs at 8 public libraries in the City, a total of 300 were analyzed for the study. As results, many participants have visited the libraries with their family members, and have applied the programs through the helps from their parents. They rated higher the service quality, the satisfaction, and the loyalty than other child users of the children's services as well as the adult participants of the cultural programs and of the public libraries. In the analysis of the structural equation model (SEM) on the service quality, customer satisfaction and loyalty, all of the service quality factors of special winter vacation programs, namely program contents and instructors, staff supports and services, and facilities and equipments, have significant effects on the user satisfaction. Staff supports and services factor of the service quality has significant direct effects on loyalty along with the overall satisfaction, but program contents and instructors factor and facilities and equipments factor have no significant direct effects on loyalty.

• Fashion & Textile Research Journal
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• v.10 no.5
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• pp.625-635
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• 2008

The purpose of this study was to investigate the mediating roles of the relationship quality and the switching cost during the processing of effects of service quality on the service loyalty in the beauty industry. Service quality factors were defined as the interaction quality, the outcome quality and the physical environment quality. The relationship quality were defined as the satisfaction and the trust of customer. Amos was used to analyze the research hypotheses and the proposed model. All research hypotheses were adopted. The empirical results were as follows; Service quality influenced positively on the relationship quality, and then the relationship quality yielded the service loyalty. Also the relationship quality influenced positively on the switching cost and then the switching cost influenced positively on the service loyalty. Each service quality dimension had a significant effect on the satisfaction, the trust and the relative importance of service quality dimensions on the satisfaction, the trust followed the order of the interaction quality, the outcome quality and the physical environment quality.

• Knowledge Management Research
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• v.14 no.3
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• pp.15-35
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• 2013

Nowadays, online shopping has become popular among consumers. As such, gaining loyal online shopping customers has become a rising concern for online shopping vendors. In this study, we investigated the hierarchical relationships among Lewicki and Bunker's three different types of trust, namely, calculus-based trust, knowledge-based trust, and identification-based trust, in the context of online shopping and their impacts on customer satisfaction and loyalty. A total of 104 responses from online shopping users were analyzed to test the proposed model and its hypotheses using Partial Least Squares (PLS). The results showed that, in the online environment, hierarchical relationships between different types of trust exist and that, among them, knowledge-based trust has the strongest impact on customer satisfaction. This finding implied that practitioners should focus on developing appropriate online strategies for building trust-based relationships with online customers.

• Proceedings of the Korea Information Processing Society Conference
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• 2022.11a
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• pp.117-118
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• 2022

한국과학기술정보연구원(이하 KISTI)은 지난 13년 간 전사적으로 품질제고전략, 서비스만족전략, 이미지 제고전략 등 3대 고객만족 추진전략을 수립하여 체계적인 "고객만족경영시스템(CSM : Customer Satisfaction Management)"을 구축하고 이를 강화하기 위한 노력을 기울여 왔다. 본 연구의 목적은 순고객추천지수(Net Promoter Score:NPS)를 활용하여 과학기술지식인프라(ScienceON) 정보서비스를 경험한 500명의 의사결정자를 대상으로 과학기술정보서비스에 대한 고객 만족 및 고객충성도를 측정하였다. 특히 연구결과는 정량적인 측정모델(KCSI-ST)을 보완하고 고객만족도 수준에 따라 비추천 고객, 중립 고객, 추천 고객 등을 예측할 수 있는 모델이다. 이와 같은 고객의 긍정적이거나 부정적인 구전으로 급속도로 노출되는 환경에서 고객의 만족도를 분석함으로써 기관의 주요 서비스별 고객을 확보하는데 사전 예측자료로 활용될 수 있다고 본다.

• Journal of the Korean Data and Information Science Society
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• v.19 no.3
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• pp.893-901
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• 2008

The disconfirmation paradigm is the earliest researched and the most deeply researched of all the paradigms in marketing. Disconfirmation paradigm deals with the influence of expectation, perceived product performance, and the discord between the two on consumer satisfaction. The GAP-Model is based on the disconfirmation paradigm that tries to understand the effect of the gap between before purchase expectations and after purchase perceptions of the product performance on dependent variables such as customer satisfaction. The purpose of this research is to test whether regression coefficients of a P-Model(performance only model), an E-Model(expectation only model) and GAP(P-E)-Model are equivalent in explaining service value and loyalty. The Chow's F-Test is used to test the excellence of the 3 models. As a result of comparison and analysis, P-Model showed more excellence of service value and loyalty than E-Model or GAP-Model.

• Fashion & Textile Research Journal
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• v.12 no.3
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• pp.302-309
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• 2010

The purposes of this study were to examine whether the e-promotion interest was an influencing variable on promotion-acceptance attitudes, browsing, consumer satisfaction and e-loyalty, and to investigate the predictors for e-loyalty of shopping mall according to e-promotion interests. A questionnaire was developed based on the previous researches. Data were obtained from 555 adults who had purchased fashion products in online shopping. Data were analyzed using by factor analysis, Cronbach's alpha, t-test and regression. The results showed that consumers with high e-promotion interests were more likely to accept e-promotions affectively and behaviorally, to have hedonic and utilitarian browsing, to satisfy the online shopping, and to make e-loyalty compared to them with low e-promotion interests. For high interested group in e-promotion, the more cognitive and affective attitudes toward promotion acceptance they were the greater e-loyalty in the context of online shopping for fashion products. Additionally, the more hedonic browsing and satisfy the online shopping they were the greater e-loyalty of shopping mall at Internet. However, for low interested group in e-promotion interests, the more utilitarian browsing and satisfy the online shopping they were the greater e-loyalty of online shopping for fashion products. It implies that consumer' e-promotion interest was an influencing variable on promotion-acceptance attitudes, browsing, consumer satisfaction and e-loyalty in online shopping for fashion products. Consumer satisfaction played an important role for making e-loyalty of fashion shopping malls. These findings are discussed in terms of insights for developing the strategies of encouraging to make the loyalty of shopping mall in the context of purchasing fashion products at Internet.

• Journal of the Korea Society of Computer and Information
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• v.25 no.1
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• pp.159-165
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• 2020

In spite of various studies on the service quality of customer center, the previous studies are mainly focused on the studies on the relationship between customer satisfaction and loyalty, rather than on the evaluation model of service quality. In this study, we reviewed the service quality of customer center factors discussed in previous studies and developed a hierarchical model for measuring customer service quality based on Brady and Cronin's (2001) model. The first level consists of interaction (process) quality, physical environment (system) quality, and outcome quality, and the second level consists of kindness, positiveness, professionalism, systematic, convenience, accessibility, accuracy, promptness, and reliability. In addition, based on the developed hierarchical model, the priority of each factor that customer center users consider important is analyzed by AHP methodology. As a result, the interaction quality was important in the first level, and professionalism, kindness, and accuracy were important in the second level. Such a study can be a guideline for establishing a standard for evaluating the service quality of customer center or for managing more importantly in practice.

• Journal of Korea Society of Industrial Information Systems
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• v.18 no.5
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• pp.93-105
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• 2013

This paper mainly focuses on comparison analysis of the quality factors targeted at one shopping mall web site in Korea and China. There are a total of 14 hypothesis, and we use the SAS 9.2 statistical package tool. The survey to verify those hypothesis is filled out by 519 voluntary participants. The following describes the results that are found. The shopping mall web site of two countries shows a difference in terms of design, communication, community, commercialization, security, customer satisfaction, repurchase intention, contents, e-commerce, customer loyalty, interaction, technology, reliability, and size. Therefore, we suggest how to implement more effective shopping mall websites based on those 14 factors.

• Journal of the Korean Data and Information Science Society
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• v.20 no.2
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• pp.273-281
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• 2009

The gap(P-E)-model is based on the disconfirmation paradigm that tries to under stand the effect of the gap between before purchase expectations and after purchase perceptions of the product performance on dependent variables such as customer satis-faction. But Bhote proposed multiply($I{\times}P$)-model instead of gap(P-E)-model in 1998. This paper is focused on Bhote's multiply($I{\times}P$)-model in food service industry. The purpose of this research is to test whether DINESERV's 5-dimensions by multiply($I{\times}P$) model fits in explaining satisfaction, revisit intention and customer loyalty. The F-value of regression model was used to test the fitness of regression model of the multiply($I{\times}P$)-model. Through analysis, it was found that the multiply($I{\times}P$)-model fits.

• Asia Marketing Journal
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• v.17 no.2
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• pp.39-62
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• 2015

Relatively little studies have investigated employee recovery from internal service failure, especially from the employees' perspective. When handling customer complaints, employees must not only deal with legitimate customer demands after a service failure, such as providing an apology, rectifying the problem, and offering compensation, but they must also manage illegitimate dysfunctional customers, who may yell, threaten, and even physically harm the employee. These negative experiences can have strong effects, and employees can exhibit higher levels of stress such as burnout and emotional labor, which have been linked to dissatisfaction, tension and anxiety, reduced performance and effectiveness, and a greater propensity to leave the firm, ultimately leading to negative financial consequences for the firm. These conditions result in internal service failure and create the need to recover employees-in other words, internal service recovery. However, little research has examined this issue so far. The purpose of the current study, therefore, is to investigate the relationship between internal service recovery and employee outcomes. A pre-test, post-test between-subjects experimental design was developed. Participants were 166 part-time students who were working full-time. The average age of the participants was 36.74 years, and 57.50% of them were female. The average length of employment was 13 years. Participants were randomly assigned to one of four groups of approximately equal size. Three of the groups were subjected to an experimental situation involving an internal service failure, while one group was not exposed to failure, thereby acting as a control group. This study contributes to the service marketing literature in several ways. First, the study extends service failure and/or recovery research by examining recovery in an employee context. Second, this study attempts to measure internal service recovery and to empirically demonstrate its relationship to employee outcomes. Third, this investigation emphasizes the managerial importance of internal service recovery. For example, understanding the nature of the relationships between internal service recovery and its consequences can improve the effectiveness and efficiency of managers' resource allocation decisions.