• Journal of Korea Technology Innovation Society
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• v.9 no.4
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• pp.627-653
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• 2006

The purpose of this study lies in understanding how the spectrum assigned for each mobile operator affects the consumers of mobile service. For this purpose, we have observed the change of path coefficient in the structural equation, using control variables. However, the structure of the mobile service market in Korea has become fixed. Considering this tendency and the conclusion of this study, the 'lock-in effect' occurs seriously in the mobile service market in Korea. It can be explained by the fact that CS(Customer Satisfaction) of the cellular subscribers little affects customer loyalty but the market dominance of the cellular service in the actual market has continued for a long time. In this study, we figured out a strong prejudice about call quality, which is caused by spectrum difference among competitors. Cellular subscribers tends to believe that call quality of their cellular service is better than that of PCS. In addition, we found that PCS operators can catch customer's retention by investment into network in order to increase call quality.

• Journal of Korea Port Economic Association
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• v.31 no.4
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• pp.91-106
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• 2015

This study aims to analyze the effects of service quality offered by automotive Ro-Ro terminal operators on customer satisfaction and loyalty. The results of the research can be used to understand how to enhance the service level in order to manage competitiveness of the terminal operators, finally resulting in global competitiveness of the automobile industry of Korea in both exports and imports. We carried out a survey on two groups: shippers (customers) and providers (related terminal operators and stakeholders). To identify and classify the factors into groups, we conducted Exploratory Factors Analysis (EFA) and Confirmatory Factor Analysis (CFA), which showed construct validity and convergent validity. We also calculated Cronbach's alpha for reliability. Five factor groups were identified: tangibles, reliability, responsiveness, assurance, and empathy. We found that empathy is the most influential factor group among the five groups, and that the other groups too exhibited similar effects. Based on the results of the survey and analyses, we can conclude that empathy is most important in automotive Ro-Ro terminals. In particular, specialties, training, experiences, and loyalty of employees are crucial factors because automotive Ro-Ro terminals significantly rely on work forces, differently from other bulk terminals and container terminals. Flexible working hours and fringe benefits for work forces can increase empathy, finally resulting in productivity and efficiency. Next, well-designed work schedules are followed, based on visibility through logistics and SCM activities in automobile export and import processes with information and communication networks.

• Journal of Korea Game Society
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• v.9 no.6
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• pp.69-77
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• 2009

Game producers provide their products and service to users. But the need and desire of users change in many ways as time goes. But game Co. Ltd is difficult because of the capital and the technical identities for providing characteristic products and service etc. Specially, the FPS game which is popular among users is developed by game Co. Ltd as the maximum reflects desire of users, but is similarly developed in other companies FPS game by similar desire. This cannot accept from desire of a certain prospective customer furthermore, decrease of a loyalty customer and a new customer, and a company is difficult of market activity. Therefore, this research is to find of user's psychological needs by FPS game user after gaming on reusing intention and switching intention factors influencing. As the result, the intention of satisfaction and re-use for FPS game is 84.9%, the conversion intention to special force game is 9.6% and the conversion intention to the game of Sudden attack is 5.5%. It shows that desire of the user for certain games is changing.

• The Journal of the Korea Contents Association
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• v.20 no.3
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• pp.235-244
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• 2020

In the 4^th Industrial age, mobile games are a highly competitive but highly profitable industry, with hundreds of games per day. To produce a successful mobile game, it is necessary to understand the mobile environment and consumers in the mobile era, and a study that can provide implications for the importance of various factors is needed. The purpose of this study is to explore the in- and out-of-game factors that influence the success of mobile games and to examine the relationship between these factors and customer satisfaction and loyalty. As a result, the game platform's system quality and service quality had a positive effect on the evaluation, and the price policy did not have a significant effect on the evaluation. Also in the flow factor, goal and interaction (relationship) had a positive effect on the flow, and skill or challenge did not have a significant effect. The effects of flow and platform evaluation on customer loyalty were all positively affected. First. Companies must derive customer opinions and actions about the game through continuous interaction with customers. Second, if the game gives customers the proper goals and functions to enable the interaction between users, more successful games can be developed.

• Proceedings of the Korean Operations and Management Science Society Conference
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• 2003.11a
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• pp.39-42
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• 2003

A community can have a physical presence or can be formed from a group of people who communicate remotely via a conference call, a fixed Internet chatroom or instant message solution and most recently, a mobile handset. The mobile handset gives community members the advantage over fixed line or physical communities that they are not constricted by time or place as to when they can communicate with any members of their community. Operators, riding on the back of the SMS boom, are deploying community applications to increase both average revenue per user and customer loyalty. The purpose of this study is to find the effects of the characteristics of mobile community on the consumers'satisfaction and loyalty so that operators'participation in mobile community could be enhanced. A general model for the study was proposed with three independent variables. The variables are community usability(dialog and social support, information design, navigation, access), community sociability (purpose, people, policies), and mobile community content(location, personalization, immediacy, availability).

• Journal of Korean Society for Quality Management
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• v.41 no.2
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• pp.261-276
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• 2013

Purpose: This study intends to offer strategic implications that can be used in Korean medicine hospitals through analysis of causal relationship among factors focusing on image improvement and trust building. Methods: Differential model was introduced to test causal relationship. Questionnaire was developed, and data was collected and analyzed with Structural Equation Modeling. Results: Medical service has effects on image, trust, and CS. CS has an effect on trustworthiness, and trustworthiness has positive effect on loyalty intention and has negative effect on switching intention. Emotional attachment has moderating functions between trust and loyalty intention and between trust and switching intention. Conclusion: This study offers practical implications to relevant managers, at the same time it has limitations that omits relevant study of inducing factor for emotional attachment.

• Journal of Distribution Research
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• v.14 no.1
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• pp.27-44
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• 2009

This research classified the customer service factor of on-line shopping mall into tangibility, reliability, responsiveness, and empathy and analyzed the effect that the factors affect to consumer's purchase and re-purchase. If we present suggestions on the basis of these results of study, we would provide next two points: First, purchasers have utilized online shopping mall who pursued free from hard sell that being done in off-line and convenience of purchase affected more by reliability and responsiveness such as the fame of shopping mall that visit, reliability of security, and quick product search than the Customer of After-purchase Feedback influence for online purchasers decision factor out of consumer's purchase and re-purchase by on-line shopping mall customer service factor. Second, This study analyzed that online re-purchaser recognized the Customer of After-purchase Feedback factor high and built their loyalty through friendly emotion of on-line shopping mall and satisfaction of shopping mall service, and recommendation. In addition, they behave themselves as an affirmative messenger that is role of the Customer of After-purchase Feedback that make active opinion presentation and participation through community by important adjustment impact that empathy factor of on-line shopping mall customer service.

• Journal of the Korean Society for Library and Information Science
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• v.42 no.3
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• pp.281-299
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• 2008

The research purpose for this paper is adopt the European Customer Satisfaction Index(ECSI) on a survey performed on library users to measure users' satisfaction and loyalty factors. A questionnaire is designed to integrate measurement into the library's management system for visual analysis of what users expect from library. Results from the survey show that users expect more improvement in the library environment and collection of printed publications section. Conclusion from the survey. we were able to make the following suggestions to satisfy user expectations: (1) improve library environment (2) increase collections of printed publications and periodical to meet readers' demands (3) offer more fiendly and helpful user service.

• The Journal of the Korea Contents Association
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• v.10 no.12
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• pp.243-253
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• 2010

The competition for telecommunication-broadcasting bundle is under full steam. Even large mobile OS companies like Apple and Google are showing signs of moving into the telecom and broadcasting industry, and it is expected that competition for bundle will become even fiercer. In the light of this situation, this study will show which factors can heighten purchasing intention for bundle and lower expected-discounting rates, seeking its answer in the quality, satisfaction, and brand loyalty to core product. The results of the study show that the brand loyalty to core product affects the customer's purchasing intention positively while lowering expected-discounting rates. This conclusion suggests the importance of a marketing strategy that heightens satisfaction of existing customers who use a single item, which is just as important as strategies to induce switching behavior of the customers of other companies through competitive pricing. Also, the results suggest that rather than appeal to loyal customers through discounts, it is more effective to offer them different benefits or value.

• Information Systems Review
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• v.12 no.3
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• pp.49-73
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• 2010

The lack of customer satisfaction and trust remains a key barrier to electronic commerce. From the standpoint of online merchants, it is critical to build consumer trust by lessening sources of apprehensions and uneasiness associated with online transactions. This paper explores the relationships between customer satisfaction and intermediary's trustworthiness factors in B2C e-marketplaces. It also aims at examining the effects of consumer characteristics, including propensity to trust and Internet shopping self-efficacy, upon trust and purchase intentions. To meet the research objectives, an empirical study has been conducted by surveying 223 active e-marketplace buyers in Korea. The findings of the present research indicate that customer satisfaction positively affects all the three attributes of trustworthiness (i.e., competence, benevolence, and integrity), and more specifically it has a quite strong association with benevolence. In addition, propensity to trust has no significant influence on trust or purchasing intentions, and only affects benevolence and integrity with no direct effect on competence. Finally, Internet shopping self-efficacy was found to affect both trust and purchasing intentions, suggesting that e-marketplaces seek an online strategy designed to strengthen loyalty for customers with high self-efficacy, while they use a strategy to improve the usability and usefulness of their website to attract customers with low self-efficacy. The paper concludes with implications and directions for future research.