• 대한안전경영과학회지
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• 제13권4호
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• pp.81-89
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• 2011

The purpose of this study is to understand the safety factors of the public transportation and recommend the experimental factors of customer satisfaction. The survey consist of 28 questions of 5 factors about users characteristics on roads, railways, ships, and flights. As a result of multiple regression analysis, we knew that there are three potential factors affecting customer satisfaction. The Factors are named 'expected', 'attitude', 'management', and the variable of factors affect customer satisfaction significantly. Therefore, it is good strategy for effective working to improve customer satisfaction that maintain attitude with safety minds, try to specialized management, and creating expectation for safety considering the difference by the type of public transportation. After considering the meaningful result, for the development of policies for customer satisfaction for safety, we have to consider expected, attitude, and management factors of workers and officials that influence customer safety and try to improve the managerial factors considering the characteristics of their own.

• 산경연구논집
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• 제9권2호
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• pp.27-38
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• 2018

Purpose - This study centers on field surveys aimed at deriving the customer satisfaction factors of customer support centers that are positioned between suppliers and consumers in the supply chain. They consists of manufacturing, sales, distribution, consumption and collection, and that are in charge of core functions for suppliers' customer satisfaction management and consumers' satisfaction with consuming activities. Research design, data, and methodology - The customer satisfaction factors of customer support centers were derived through literature review and expert opinion surveys, and a questionnaire was developed through a process of the refinement of variables using pilot tests and 330 questionnaire sheets were distributed. The questionnaire sheets were collected and opinions in them were analyzed using fuzzy AHP methodology. Results - Three factors, which are turnover intentions, motivation, and job satisfaction, were derived as customer satisfaction factors of customer support centers, and the ranking relationships of these three factors were analyzed. In addition, the ranking relationships among six execution variables of turnover intentions, 10 execution variables of motivation, and 10 execution variables of job satisfaction were analyzed using fuzzy AHP methodology to obtain quite significant results. Based on the results of this study, three implications in the three strategic aspects and an implication in the academic aspects are presented. Conclusions - Motivation and job satisfaction, job satisfaction and turnover intentions, and motivation and turnover intentions are not formed by independent or different factors or environments. They are in the same context with each other (maintaining high correlations) and are in the relationships of virtuous circles in which they complement each other.

• Journal of the Korean Data and Information Science Society
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• 제19권3호
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• pp.761-774
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• 2008

Agility is vital to real-time enterprises in comtemporary dynamic business environment. This study aims to investigate the relationships between traditional shipping and port logistics firms' customer agility obtained by adopting Internet business, and their corporate image and customer satisfaction. Using questionnaire data, factor analyses were used to figure out five major agility factors, corporate image factor, and customer satisfaction factor. The agility factors were then used to investigate how they improve the firms' corporate image and customer satisfaction. The results of the regression analyses show that agility factors significantly influence the firms' corporate image and customer satisfaction factors.

• 보건의료산업학회지
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• 제2권1호
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• pp.1-27
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• 2008

The purpose of this study is to investigate the effects of customer orientation factors in relation to medical services on the values of the service and customer satisfaction and loyalty. Those factors include patient safety and, as found by previous studies, specialization, explanation of what to be medically examined and customer orientation itself. Based on these pervious studies, this study surveyed customers of 7 general hospitals located in Busan to empirically identify relations between customer orientation factors of medical services and the values of the services and customer satisfaction. Results of the study can be summarized as follows. First, this study is very meaningful in that it established a basic theory of patient safety as one of the above customer orientation factors, and tried to empirically demonstrated the theory by applying it to medical services. Second, another of the factors, specialization was found positively affecting the values of medical services, but not affecting customer satisfaction. Customers are likely to choose specialized medical institutions even at higher cost when they undergo an accident or disease. Nevertheless, in factors, whether medical service providers are specialized is not influencing customer satisfaction. This is because medical institutions are failing to properly make recognized their specialization to customers who want to receive specialized medical services. Third, another of customer orientation factors, that is, explanation of what to be medically examined was found not having positive effects on the values of medical services and customer satisfaction. This is probably because enough time was not given for the explanation or because the explanation itself was not provided enough. Fourth, medical service providers' customer orientation was found positively influencing the values of medical services and customer satisfaction. In other words, it seems that customer-centered attitudes and behaviors of medical service providers had positive effects on customers' perception of medical services. Fifth, another of the factors, that is, patient safety was found positively affecting the values of medical services and customer satisfaction. This is probably because medical services' accurate diagnoses and reliable services had positive effects on customers' perception of medical services. Sixth, customers' perceived values of medical services were found having positive effects on customer satisfaction and loyalty. This suggests that the values of medical services are an antecedent variable that directly influences customer satisfaction and loyalty. Seventh, customer satisfaction was found positively affecting customer loyalty. This suggests that customer satisfaction is an antecedent variable of customer loyalty. In conclusion, this study showed that in relation to medical services, customer orientation factors' significant influences on the values of the services and customer satisfaction requires continuous efforts for raising customers' perceived qualities of medical services.

• 복식문화연구
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• 제29권1호
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• pp.87-102
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• 2021

The purpose of this study is to investigate customer satisfaction factors that affect customer loyalty and revisit intention, and the seven factors which comprise the marketing mix that affects customer satisfaction. loyalty, and intention to revisit. The purpose of the project is to propose a research model by testing the mediated effects of customer satisfaction and loyalty using mainly factor analysis, regression analysis, and mediation analysis. First the results showed that the marketing mix 7P factors influence customer satisfaction were identified as service delivery process, product, physical basis, and promotion. The factors that influence marketing mix 7P customer loyalty were tested in the order of service delivery, physical basis, product, and distribution. Second, the factors that affect customer loyalty were artists, service, and prices whereas the factors that affect customer satisfaction were tested in the order of service, artist, cosmetics, and price. Third, the factors affecting customer revisit intention were newly derived as treatment satisfaction, professionalism, and treatment products. Fourth, the relationship between marketing mix and customer revisit intention suggested that customer satisfaction and customer loyalty has a partial sale effect. It can be suggested on the basis of these findings that the effect of makeup service with marketing mix on customer revisit intention was analyzed and a new model was derived by analyzing the mediated effect of customer satisfaction and customer loyalty.

• 유통과학연구
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• 제15권1호
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• pp.57-70
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• 2017

Purpose - This study examined the effects of CRM success factors on business performance and customer performance, and the effects on job performance and customer performance through internal member satisfaction by considering of technology, organizational environment and customer relationship factors in CRM success factors from banking sectors. Research design, data, and methodology - An online questionnaire was conducted to 251 employees in banking sectors. The data were analyzed by SPSS 22.0 and Amos 21.0. CRM success factors, internal member satisfaction, job performance, and customer performance were analyzed by descriptive statistics and Pearson's correlation analysis. The bootstrapping in structural equations was conducted to verify the mediating effect of internal member satisfaction. Results - Internal members' satisfaction had a positive effect on job and customer performance. It mediated the relationship between organizational environment, customer relationship factors and job performance. It also mediated the relationship between organizational environment and customer performance. Conclusions - If internal members' relationship with customers is improved by the members' satisfaction, customer retention, customer satisfaction, and work performance will be achieved. The stability and usability in CRM system support jobs effectively, but the internal members did not feel their job satisfaction. Thus, they did not show a positive effect on job and customer performance.

• 대한임상검사과학회지
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• 제45권4호
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• pp.188-192
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• 2013

This study was conducted to develop the strategy for more effective internal marketing and promoting internal customer satisfaction by grasping the level of internal marketing operations targeting employees within hospital and empirically analyzing the effect of internal marketing operations on internal customer satisfaction. The findings reveal that there is a significant correlation between factors for internal marketing components and internal customer satisfaction. The average factor score for internal customer satisfaction is 3.230 out of 5, which is a little higher than normal levels. Counting down the five factors is as follows: internal communication, education and training, delegation of authority, welfare, compensation system, with compensation system shown as the lowest level and internal communication as the highest level. In addition, the result of multiple regression analysis conducted to inspect the effect of factors for internal marketing components on internal customer satisfaction indicates that among 5 factors, delegation of authority, education and training, and welfare have positive influences on internal customer satisfaction; whereas, compensation system has little effect on it.

• 한국생활과학회지
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• 제19권3호
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• pp.523-536
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• 2010

This study analyzed the effects of demographic factors and sensory experiences of customers on customer satisfaction, using data from 302 customers in the Pusan, Ulsan, and Kyungnam areas who have visited family restaurants within 3 month period prior to the study. This study defined the sub-factors of sensory experience as vision, sound, smell, taste, and touch, and defined the sub-factors of customer satisfaction as main services, supplementary facilities, services related to sales promotion, served food, and the location of a restaurant. The study revealed that each evaluation score of the sub-factors of sensory experience and each evaluation score of the sub-factors of customer satisfaction was a little higher than the middle score. Respondents evaluated taste as the highest score among the sub-factors of sensory experience and evaluated main services as the highest score among the sub-factors of customer satisfaction. In terms of the effects of the sub-factors of sensory experiences and demographic factors on overall customer satisfaction, more positive taste experience, vision experience, and sound experience led to higher overall customer satisfaction and the married group in terms of marital state gave higher evaluation scores on overall customer satisfaction than the counterpart. In terms of the effects of the sub-factors of sensory experiences and demographic factors on individual customer satisfaction, consumers' sensory experiences were shown to exert far greater influences than the demographic variables.

• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2011년도 추계학술대회
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• pp.683-694
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• 2011

This study analysed impact of service quality on customer satisfaction and loyalty in the take-out coffee shop. The switching barrier was also studied as a moderating effect. Particularly, this study focused on relationships between customer loyalty and switching barriers. A lot of previous studies interest only in customers satisfaction. This study also analysed relationships among service quality, customer satisfaction, switching barriers and brand loyalty. Eventually, service quality significantly affects customer satisfaction, moderating effects, brand loyalty and marketing performance. SERVQUAL model which was established by PZB (1988) was used as a service quality factors. The impact on customer satisfaction was analysed using multiple regression analysis. Simple regression analysis was used to find effects of customer satisfaction and customer loyalty. Additional factors of switching barriers was classified based on previous studies. Hierarchical multiple regression analysis was used to find factors of customer loyalty among switching barriers. In the result, we can find that the importance of tangibles, responsiveness in service quality factors and contract cost, search cost and continuous cost in moderating effects.

• 산업공학
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• 제17권3호
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• pp.305-313
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• 2004

This paper is to find out and analyse the factors of customer satisfaction as the critical success factors of internet banking. The research model with the factors influencing customer satisfaction is suggested. The result of this research are summarized as follows: First, perceived easy of use, perceived usefulness, perceived safety, and perceived responsibility have significantly positive influence on customer satisfaction. Second, customer satisfaction has significantly positive influence on intention of reuse and canvass. These research findings suggest the clue about making internet banking successful.