• 경영과학
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• 제25권1호
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• pp.193-208
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• 2008

While CRM has recently attracted a lot of attention among academics and practitioners, most academic research in this area has focused on consumer markets, but CRM in industry markets is less focused research area so far. Companies in industry market have suspected effects of the relationship between CRM's activities and performance which is related to customer satisfaction and customer loyalty. The main purpose of this research support CRM strategy development. Therefore, this research is focused on as follows; first, defining the concept of CRM and performance second, identifying the customer relationship's characteristics and CRM relational activities in industrial markets third, verifying the relationship between customer satisfaction and customer loyalty in the case of Steel industry which is whether the CRM relational activities have effects on customer loyalty directly, or indirectly through customer satisfaction.

• 한국콘텐츠학회논문지
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• 제7권9호
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• pp.183-193
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• 2007

본 연구는 기업의 시장 지향성 노력이 궁극적으로 고객만족과 더불어 고객의 충성도 향상을 가져오는가를 조사하고자 서울지역의 특급호텔의 레스토랑에 근무하는 임직원을 대상으로 하였다. 실증분석 결과를 하면 첫째, 시장 지향성이 높을수록 서비스 품질이 높아지는 것으로 나타났다. 둘째, 고객만족이 높을수록 고객 충성도는 높아지는 것으로 나타났다. 끝으로 본 연구의 이론적 공헌, 시사점, 한계점, 그리고 미래 연구방향을 제시하였다.

• 한국병원경영학회지
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• 제15권2호
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• pp.107-128
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• 2010

These days, customer satisfaction and relationship quality are regarded as important mediating factor in successful hospital management. Generally, service quality affects relationship quality, customer satisfaction and reuse intent in diverse service industries, and most of researchers agree to this conclusion. This study is designed to explore medical service quality in Oriental Medical Hospital and causal relationship among medical service quality, customer satisfaction, relationship quality and reuse intention. Through conclusion of this study, we could find that Oriental medical service quality factors are composed of medical staff, subsidiary facilities, medical facilities and administration service, and they affected relationship quality and reuse intent directly and indirectly through customer satisfaction. Moreover we found that customer satisfaction and relationship quality were playing an important role as connecting bridge between service quality and reuse intent.

• Journal of Construction Engineering and Project Management
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• 제4권4호
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• pp.17-32
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• 2014

In a competitive business environment, like construction, achieving customer satisfaction has been identified as an important element for measuring project's success and sustaining competitive advantage. Traditionally, customers were expelled from the product development process. Little effort was done, in the past to identify the factors that lead to customer satisfaction and hence, use them for product improvement. Organizations that adopted that approach, encountered the risk of losing their customers. In construction, end-users of governmental housing projects were excluded from the design decision making process and accordingly, their requirements were not reflected in design. Although a number national customer satisfaction indices and barometers have been developed worldwide, they have their own limitations and shortcomings. This paper aims to develop an international index for customer satisfaction in the construction Industry. For the first time in construction literature, this research identified, validated and classified 45 drivers for achieving customer satisfaction in the construction industry.

• 한국IT서비스학회지
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• 제9권4호
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• pp.71-94
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• 2010

Based on IT that is an important competitive resource within the company, the purpose of this paper is to investigate whether the factors of internal IT audit consulting service quality affect the customer satisfaction. In this research. we have identified five different variables that affect the customer satisfaction which are reliability, professionalism, responsiveness, empathy and strategic partnership. Further, the causal relationship between customer satisfaction and audit consulting service Quality has been examined. This research was conducted empirically targeting business units the results could be summarized as follows. First, the study variables, reliability, professionalism, responsiveness, empathy. and strategic partnerships have been proved to be significant effect on customer satisfaction. Next, the strategic partnership of variables was the biggest influence on the customer satisfaction.

• 한국조리학회지
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• 제23권7호
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• pp.11-19
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• 2017

The objective of this research was to identify the factors that affects the customer's satisfaction and dissatisfaction of theme parks. This research focused on Sunway Lagoon. The reason Sunway Lagoon was selected was because of the vast number of visitors in Sunway Lagoon for the last few years. It enables the researchers to acquire sufficient amount of information to conduct a research. The factors which affects the customers' satisfaction are the behavior of the generation Y; service experience evaluation, perceived price, emotions, and servicescape. The limitation of this research was inadequate time to perform in-depth investigation on the research. The research study implemented qualitative research, thus the interview was used as a data collection. Since Sunway Lagoon was selected as the research setting, the face-to-face interview with 10 participants was conducted in the setting. This research is vital because it enables the organizations to determine factors that influence the customer's satisfaction and future behavioral intentions. As a result, organizations are able to achieve higher levels of customer satisfaction as well as promoting customer loyalty.

• 품질경영학회지
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• 제34권2호
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• pp.48-67
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• 2006

In this study, an investigation was done into service qualify factors of infant education Institutes, after which a positive verification was made in the relation of cause and effect between service quality, service value and customer satisfaction. Based on this verification, strategies were presented for plans to improve the service quality of infant education. In addition, identification was made into factors that affect customer satisfaction, re-registration intention and recommendation to others in putting forward service operational strategies for infant education institutes and making a comparative analysis on kindergartens and daycare centers.

• 한국IT서비스학회지
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• 제13권4호
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• pp.139-153
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• 2014

The purpose of this study is to examine the impact of relationship quality on customer value, customer satisfaction and relationship retention intention in the B2B transaction relationship. For the empirical study, we conducted a survey of the PCB corporation's client companies and used 110 surveys of them for analysis. The results of this study are summarized as follows : First, trust, relationship satisfaction, unity and performance as factors of relationship quality had significantly positive effect on relationship retention intention by the medium of customer satisfaction. Second, utilitarian value which is a parameter did not have significantly effect on customer satisfaction and relationship retention intention. Whereas, hedonic value which is influenced by relationship satisfaction, unity and performance had significantly positive effect on customer satisfaction and relationship retention intention. These results are not treated weightily in the preceding studies and managing the hedonic value in B2B transaction relationship is considered important to improve the customer satisfaction and relationship retention intention.

• 디지털융복합연구
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• 제13권9호
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• pp.137-148
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• 2015

본 연구는 최근 온라인 증권거래에서 이용 비중이 증가하고 있는 MTS 이용자를 대상으로 MTS에 대한 서비스 품질요인이 고객만족도와 고객충성도에 어떤 영향을 미치는 지를 분석하였다. 또한 선행연구에서 제시된 인구 통계학적 특성이 MTS 이용자의 서비스 품질요인에 차이를 나타내는 지를 검증하였다. 본 연구결과를 요약하면 다음과 같다. 첫째, 서비스 품질요인과 고객만족도의 회귀분석 결과 유형성, 반응성, 확신성 및 신뢰성의 네 개 요인이 고객만족도에 유의한 정(+)의 영향을 미치는 것으로 나타났다. 하지만 신속성과 공감성은 유의한 영향을 미치지 않았다. 둘째, 서비스 품질요인과 고객충성도의 회귀분석 결과 유형성, 반응성 및 확신성의 3개 변수는 1% 수준에서 통계적으로 유의하였으며, 정(+)의 부호를 나타내었다. 신속성, 공감성은 5% 수준에서 유의한 정(+)의 영향을 미치는 것으로 나타났다. 하지만 신뢰성은 유의한 영향을 미치지 않았다. 셋째, 서비스 품질요인과 인구통계적 특성 요인 간에 차이가 있는 지를 검증한 결과 확신성과 이용기간, 공감성과 이용기간이 통계적으로 유의한 차이를 나타내었다. 연구결과는 IT와 금융이 어떻게 융합되어 고객가치를 창출하는 지에 대한 새로운 패러다임을 제공할 것이다.

• 한국융합학회논문지
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• 제13권5호
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• pp.85-96
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• 2022

본 연구의 목적은 인터넷서점에서 주요 서비스로 자리 잡고 있는 중고도서 거래의 서비스 요인이 고객만족에 미치는 영향과 고객만족이 재이용의도에 미치는 영향을 분석하는 것이었다. 20대 이상의 중고도서 거래서비스 이용자들에게 설문을 통해 235개의 표본을 수집하고 정제과정을 통해 205개의 설문을 채택하였다. SPSS22.0과 AMOS22.0 통계 프로그램을 이용해 요인분석, 신뢰도분석, 구조모형분석을 통해 가설을 검증하였다. 서비스 요인과 고객만족간에 일부요인이 지지되었고, 고객만족은 재이용의도에 대해 유의한 영향을 미치고 있었으며, 독서 선호 장르에 따른 조절효과가 있음을 확인하였다. 인터넷 서점들의 서비스는 점점 표준화되고 있어 고객들은 차별성을 느끼지 못하고 있으므로 고객의 특성에 따라 차별화된 서비스 제공해야 할 것으로 보인다.