• 품질경영학회지
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• 제41권4호
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• pp.499-512
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• 2013

Purpose: Quality Innovation Managements recently focus on developing relationship with customers to meet their requirements and enhance loyalty in the competitive environments in Countries. The purpose of this study is to explore the effects of innovation, quality, satisfaction and customer loyalty. Methods: After reviewing the literatures, the structural equation modeling (SEM) was conducted test the research model. The data was collected from Quality Leader by the questionnaire In Korea and China. Results: The results of SEM show that hardware innovation quality have a positive effect on customer satisfaction. Customer Satisfaction have a positive effect on customer satisfaction. Conclusion: The authors demonstrate that the hardware innovation quality is related positively to customer satisfaction. And customer satisfaction has a positive effect on customer loyalty. A number of notable findings are reported including the empirical verification that hardware innovation quality, customer satisfaction, and customer loyalty may all be directly related to business performance.

• 마케팅과학연구
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• 제15권1호
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• pp.1-20
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• 2005

본 연구는 인스턴트 메신저 서비스 품질을 측정하여 현재 서비스의 품질이 이용자의 만족도에 미치는 영향과 만족도가 충성도에 미치는 영향을 분석하고자 한다. 이와 동시에 최근에 충성도에 영향을 주는 변수로 주목받고 있는 전환비용이 고객 만족도와 고객 충성도에 있어 어떠한 역할을 수행하는지를 살펴 볼 것이다 이러한 목적을 달성하기 위하여 설문조사기법을 이용하고 수집된 자료를 바탕으로 가설검증을 실시하였다. 가설은 구조방정식과 중재희귀모형을 이용하였다. 연구결과는 서비스 품질 중에서 유형성과 반응성이 고객만족도에 영향을 미치는 것으로 나타났고 고객만족도는 충성도에 영향을 미치는 것으로 나타났다. 그리고 전환비용은 고객만족도와 고객충성도에 중재효과를 미치는 것으로 나타났다.

• 대한가정학회지
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• 제41권12호
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• pp.1-12
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• 2003

The purpose of this study was to identify importance of salesperson's selling behavior's such as orientation and loyalty. A total of 350 questionnaires was distributed to high school students in the city of Daegu area and 306 respondents were used for the statistical analysis. The primary methods of the statistical analysis employed in this thesis to test the hypotheses were factor analysis, reliability analysis, correlation, and linear regression. SPSS package program was used to analyze the data. The results are as follows：1. Customers felt dissatisfaction at salesperson's selling-orientation and felt satisfaction at customer-orientation when they buy the clothes. The salesperson's selling behavior was connected with customer's satisfaction directly, and was very important to retail market 2. The customer satisfaction of salesperson shows meaningful relation and has influenced on salesperson loyalty as well as customer satisfaction of store. But the customer satisfaction of salesperson has not influenced on store loyalty. 3. The customer satisfaction of store shows meaningful relation and has influenced on store loyalty, but not on salesperson loyalty. 4. The salesperson loyalty shows meaningful relation with and has influenced on store loyalty. The more salesperson loyalty increases, the more store loyalty increases. Accordingly, it is concluded that the future success of firms and retailers depends on the quality of the relationship between customers and salespersons.

• 한국의류학회지
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• 제28권8호
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• pp.1186-1195
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• 2004

The purposes of this study were to investigate the factors of CRM activity and the difference in CRM activities of department stores and to analyze the effect of CRM activities on customer satisfaction and loyalty. Investigators interviewed the buyers of three department stores in Daejeon area and surveyed 468 people aged over 20 who did shopping those stores. The data were analyzed with factorial analysis, multiple regression analysis, path analysis, ANOVA, Scheffe Test, etc., using the SPSS 10.0. The results of this study were: 1) Six factors were identified: ＇benefit ＆ information＇, ＇service＇, ＇customer invitation＇, ＇customer contact＇, ＇special management＇, and ＇purchase-related help＇; 2) CRM activities of three department stores were different, and department store buyers and customers were different in perception on CRM activities; and 3) Customer satisfaction was affected by the CRM factors like ＇service＇, ＇customer invitation＇, ＇purchase-related help＇, ＇benefit ＆ information＇, and ＇customer contact＇ Customer loyalty were affected directly by customer satisfaction, ＇benefit ＆ information＇ and ＇service＇, and indirectly by ＇customer invitation＇, ＇purchase-related help＇, ＇customer contact＇ through customer satisfaction.

• 한국IT서비스학회지
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• 제9권3호
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• pp.1-23
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• 2010

The mobile customer center is one of major customer service channels to gain company's competitive advantage, to establish new correlations between customers and service value, and to respond quickly to customer needs. This study attempted to investigate the effect of mobile customer center's quality on customer satisfaction, trust, and loyalty. For this purpose, we divided quality factors of mobile customer center into mobile service quality and content quality, and then empirically analyzed their impact on customer satisfaction, customer trust, and loyalty. The research result showed mobile service quality and content quality having significant association with customer satisfaction and trust. Moreover, customer satisfaction and trust were closely related to customer loyalty. However, there was no significant difference in the factors affecting customer satisfaction and trust according to the levels of personal innovativeness. It is hoped that this study provides academic foundations for further research on mobile customer center and serves as a useful guideline for operating customer service channels successfully.

• The Journal of Asian Finance, Economics and Business
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• 제8권1호
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• pp.961-970
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• 2021

This study aims to examine the impact of service recovery in building customer loyalty through the mediating role of customer satisfaction and corporate image. This study also aims to examine the reciprocal relationship between customer satisfaction and corporate image in building customer loyalty. This study uses data from 126 consumers who have received recovery for a service failure in five logistics companies which operates in Southeast Sulawesi in Indonesia, namely; JNEs; J&T Express; Pandu Logistics; MEC; and TiKi. Data was collected using a questionnaire which was then distributed to all respondents via google form. The distribution of respondents at each logistics company provider was as follows: 19 respondents were customers of JNEs; 17 respondents were customers of J&T Express; 32 respondents were customers of Pandu Logistics; 21 respondents were customers of MEC; and 37 respondents were customers of TiKi's. The structural model developed in this study was tested using Partial Least Squared (PLS) method. The research found that service recovery has a direct effect on customer satisfaction and corporate image as positive and significant. Customer satisfaction and corporate image have a reciprocal relationship which then roles in building customer loyalty. Service recovery has an indirect effect on customer loyalty through the mediating role of customer satisfaction and corporate image.

• 통상정보연구
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• 제17권3호
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• pp.359-378
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• 2015

본연구의 목적은 무역전시의 서비스품질과 고객만족 및 충성도에 관한 구조적 관계를 분석함으로써 전시회의 경쟁력을 높이기 위한 전략적 시사점을 제공하고자 한다. 이를 위해 고객만족과 충성도에 영향을 미치는 서비스품질요인을 측정하기 위하여 물리적환경품질, 상호작용품질, 결과품질의 3차원으로 구분하였고, 전시참가업체를 대상으로 실증분석하였다. 연구 결과 서비스품질의 고객만족에 대한 영향에 있어 물리적환경품질, 상호작용품질, 결과품질이 모두 유의하게 나타났다. 서비스품질요인과 충성도의 관계에서는 상호작용품질과 결과품질이 충성도에 유의한 영향을 미치는 것으로 나타났고, 물리적 환경품질은 유의한 영향을 미치지 않는 것으로 나타났다. 고객만족은 충성도에 유의한 영향을 미치는 것으로 나타났다.

• 한국병원경영학회지
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• 제13권4호
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• pp.76-100
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• 2008

The purpose of this research is to identify causalities among service quality, service value, customer satisfaction and customer loyalty and to compare the causalities between in-patients and out-patients. A multi-group structural equation model was used to test the hypothesis of conceptual model. Empirical results indicate that two factors such as assurance and empathy have direct impact on service value and customer satisfaction in both the patients. In the results of multi-group comparison test, however, the path coefficients from service value to customer loyalty and from customer satisfaction to customer loyalty were different across the two groups. In out-patients, customer loyalty is more positively related with service value. In in-patients, customer loyalty is more positively related with customer satisfaction. It is proven that service quality influences customer loyalty. Therefore To compete successfully in today's volatile & competitive medical markets, the hospital needs to manage the service quality, considering the type of patients.

• 품질경영학회지
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• 제44권2호
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• pp.357-372
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• 2016

Purpose: The paper aims to measure customer experience at banks in South Korea. This study examines six factors of customer experience and identifies their impacts on customer loyalty. Methods: The collected data with surveys were analyzed by using multi-regression analysis. The measurement tools used for this study were categorized into six dimensions: Customization, Employees, Servicescape, Internet Banking, Value addition, and the Presence of other customers. Results: Customer experience has an influence on customer satisfaction: The effects of Customization, Employees, Servicescape, Internet Banking and Value addition were found. However, the presence of other customers was not significant on customer satisfaction. Interestingly, it was found that customer satisfaction made a statistically significant influence on customer loyalty. Conclusion: This study focuses on a bank sector of customer experience. Thus, six factors of measuring customer experience were found. The results of this study will predict customers' experience and also build up effective strategies for the utmost satisfaction of the customers.

• 한국조리학회지
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• 제12권4호
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• pp.140-153
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• 2006

This paper aims to examine the effects of western culinary quality on customer values, customer satisfaction and customer royalty. To examine hypotheses, we collected 217 questionnaires from 20 western restaurants in Seoul. The results using a structural equation model are customers' perception of western culinary quality influences significantly customer loyalty through customer values and customer satisfaction. This result indicates that restaurant managers should improve the levels of western culinary quality, customer values, and customer satisfaction for customer loyalty.