• Journal of Distribution Science
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• v.13 no.5
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• pp.103-111
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• 2015

Purpose - When it comes to first impressions of family restaurants, people basically think of the following factors: cozy, a refreshing space, indoor lighting, atmospheric music, the best-quality service through mutual interactions with employees, birthday events, follow-up customer management, brand image, and many others. Focusing on such family restaurants characteristics, with consumption experience and customer satisfaction determined as mediator variables, this study looks into the selection factors that affect customer loyalty when choosing a family restaurant. Subsequently, the study conducts an empirical analysis of these selection factors with the greatest influence. Research design, data, and methodology - This study analyzed 200 total surveys of family restaurant customers including college students, workers, housewives, and others. The survey was conducted over two weeks in May 2014. For statistical processing, SPSS 21 was used for factor analysis and reliability analysis as well as AMOS for structural equation analysis. In terms of a variable that would influence either consumption experience or customer satisfaction at the restaurants, the study introduced the concept of customer equity. The study designed a model based on a hypothesis developed using the following factors: customer encounter service value, customer convenience value, brand equity, relationship equity, and other factors defined as components of customer equity by Rust et al. (2000) determined as independent variables as well as with customer experience and customer satisfaction set as mediator variables. The hypothesis, after all, assumed that customer loyalty would be positively (+) influenced. Results - The analysis results from the study reported that brand value, customer encounter service value, and relationship value have positive (+) effects on consumption experience and customer satisfaction. However, as for customer convenience value, this turned out not to have a statistically significant influence on consumption experience and customer satisfaction. In regard to a relation between consumption experience and customer satisfaction, the results showed that the former affects the latter, and in terms of intervening variables, both of these appeared to have a positive (+) effect on customer loyalty. Conclusions - This study suggests that family restaurants should look for strategies that focus on how to promote customer relationships. For example, restaurants could try birthday events or discount events to achieve this goal. Since the study ended up realizing relatively low levels of suitability and statistical significance, the path of the study changed. After all, in order to increase suitability and statistical significance, the study had to eliminate factors such as service quality and others and for this reason the study was unable to conduct the analysis as initially planned. In addition, the data samples of the research were mainly gathered from students, which made it hard to say that the analysis was carried out on samples from every different group. Future research should analyze the characteristics of each group of customers for factors affecting customer satisfaction and customer loyalty in the family restaurant chain.

• Journal of Korean Society for Quality Management
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• v.45 no.4
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• pp.717-738
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• 2017

Purpose: This study focused on procedure and methodology for finding the critical design factors in the early stage of product development process. Methods: Firstly, three key criteria, function, affection and usability were defined as the determining factors on customer satisfaction. Secondly, evaluation matrix in terms of each key criteria was proposed for extraction of the critical design factors. Lastly, method of integrating the importance among three key criteria was suggested using structured equation model. Results: As a results of integrating the importance, design factors such as touch sensitiveness and touch method were rated as low in terms of affection. However, these factors were obtained for high ratings with respect to functionality and usability. Thus, touch-related design factors were more facilitated for enhancing customer satisfaction. Conclusion: It is expected that the process suggested in this research could be a considerably useful to maximize customer satisfaction in the early stage of product development process.

• Journal of Korea Society of Digital Industry and Information Management
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• v.10 no.1
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• pp.169-179
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• 2014

Customer loyalty in on-line context could be determined not only by voluntary factors but also by involuntary factors. Even though customer doesn't satisfy with certain technology and service, customer loyalty could be fostered by involuntary factors such as network effect, bonds, and switching cost. The purpose of this study is to investigate the determinants of customer loyalty on SNS in terms of voluntary and in voluntary factors. Based on prior studies on satisfaction and customer loyalty, usability and familiarity were identified as voluntary factors and network effect, bonds, and switching cost were identified as involuntary factors. Through the empirical study of 199 survey of SNS users, voluntary factors are found to be significantly related to the satisfaction and customer loyalty. Among involuntary factors, bonds are not found to be significantly related to customer loyalty.

• Culinary science and hospitality research
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• v.13 no.3
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• pp.54-67
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• 2007

This study is purposed to find out the relation between the customer loyalty and customer satisfaction factors in Cheonan banquet service. To achieve the objects, customers of banquet companies in Cheonan were selected for a questionnaire survey and a total of 293 valid questionnaires are statistically analyzed, using frequency analysis, factor analysis, reliability analysis and regression analysis. The results can be summarized as follows. First, gender, occupation, family forms showed the statistically different results in the service trust. Second, service trust, menu and traffic factors have been approved to affect the revisit intention of a customer significantly. Third, service trust, menu and facilities factors have been approved to affect the word-of-mouse intention significantly. In summary, banquet managers in Cheonan have to focus on the customer satisfaction factors such as service trust, menu, traffic, facilities to meet the customers' needs.

• Journal of Distribution Science
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• v.14 no.11
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• pp.139-147
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• 2016

Purpose - This study examines the effects of purchasing factors of consumers based on customer satisfaction and repurchasing intention buying through Internet shopping malls. The subject of this study are Chinese residents who have lived over a year in Korea. Research design, data, and methodology - In this study, former research related with internet shopping malls' customer satisfaction and repurchase intention was revised. Based on past research, the internet shopping mall purchasing factors divided to 4 factors; factors of product, price, service, and promotion. 5 hypotheses were made. They are

Product factors of internet shopping malls have meaningful effect to customer satisfaction,

Price factors of internet shopping malls have meaningful effect to customer satisfaction,

Service factors of internet shopping malls have meaningful effect to customer satisfaction,

Promotion factors of internet shopping malls have meaningful effect to customer satisfaction,

Customer satisfaction factors of internet shopping malls have meaningful effect to customer repurchase intention. Measurements developed 4~5 items to each factor and questionnaires were made. The survey was conducted on 1,000 Chinese people. Out of 292 surveys, 9 were excluded which responded nothing or were unfilled. Finally 283 surveys were used in empirical analysis with SPSS 22.0 statistical program. Hypotheses were verified by structural equation modeling. Results - The following conclusions are shown in the empirical study. First, the service and promotion factors of internet shopping mall have effects on customer satisfaction. Second, customer (Chinese people who live in Korea) satisfaction have effects on repurchase intention. Third, the products value and price level of internet shopping mall have strong effects on repurchasing intention. Conclusions - There are suggestions that Chinese customers satisfied with Korean internet shopping malls might increase their royalty to the shopping malls as possibility of repurchase arises. This study has differentiating points with preceding researches that subjected residents in Korea. But there are limitations that this study also used purchasing factors used in preceding studies. Also this study has limitations, such as generalization in global market circumstances because this study subjected only Chinese people and not global customers. Therefore, further study executed complementary with those limitations would be an interesting study.

• Korean Journal of Human Ecology
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• v.14 no.3
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• pp.441-451
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• 2005

The purpose of this study is to investigate the factors of CRM(Customer Relationship Management) activity and the difference in CRM effects according to customers responses. The investigators interviewed the buyers of three department stores in Daejeon area and surveyed 468 people aged over 20 who had ever shopped at those stores. For data analysis, we used factorial analysis, multiple regression analysis, path analysis, and ANOVA, etc., along with SPSS 10.0. The results of this study are as follows: 1) Six CRM activity factors were identified as 'Benefit & Information,' 'Service,' 'Customer Invitation,' 'Customer Contact,' 'Special Management,' and 'Purchase-related Help.' 2) Customer satisfaction of CRM-positive group was affected by such factors as 'Service,' 'Customer Invitation,' and 'Special Management,' and also customer loyalty directly by 'Customer Satisfaction' and 'Benefit & Information.' On the other hand, customer satisfaction of CRM-less-positive-group was influenced by the factors such as 'Service,' 'Purchase-related Help,' 'Customer Contact,' and 'Special Management,' and also customer loyalty directly by 'Customer Satisfaction' and 'Service.'

• Korea Journal of Hospital Management
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• v.17 no.3
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• pp.37-56
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• 2012

The purpose of this study is to analyze effects of medical service quality on the customer satisfaction and intention of revisit in long-term care hospitals. To achieve purpose of the research, the data was collected from 321 patients in 8 long-term care hospitals using a standardized questionnaires. Using the structural equation modeling(SEM), this study examines the relationship among medical service quality, customer satisfaction and intention of revisit. The results show that the medical service quality factors such as convenience and accessibility have positive effects on the customer satisfaction which positively relates to intention of revisit. Medical expertise of the service quality factors has positive influence upon intention of revisit in long-term care hospitals. Therefore, the results of this study show that the medical service quality factors which are convenience and accessibility leading to customer satisfaction are important factors to select long-term care hospitals.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.31 no.2
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• pp.122-131
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• 2008

The purpose of this study is to find out the factors of customer satisfaction as the critical success factors of mobile banking. Based on previous exploratory work and a review of the literature of customer satisfaction, nine key factors are identified: perceived usefulness, perceived easy of use, perceived ubiquity, perceived safety, perceived tangibles, perceived reliability, perceived responsiveness, perceived assurance, and perceived empathy. A conceptual model is developed and hypotheses are empirically examined using multiple regression analysis. The result of this research are summarized as follows: First, perceived usefulness, perceived easy of use, perceived safety, and perceived empathy have significant influence on customer satisfaction. Second, customer satisfaction has significant influence on reuse intention and word-of-mouth intention.

• Asia-Pacific Journal of Business
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• v.6 no.1
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• pp.45-57
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• 2015

The purpose of this research is to explore the relationships among service quality's five factors(i.e., tangibles, reliability, responsiveness, empathy, and assurance) and customer satisfaction. The study used convenience sampling and selected certain consumers who visited coffee shop in BeiJing, China. Total 300 questionnaires was distributed and 18 unsuitable data were excluded for data analysis. These data were tested using SPSS 21.0. The results of this study are summarized as follows. First, the result of the relationship between coffee shops'service quality and customer satisfaction reveals that two of 5 service quality factors (i.e., assurance and empathy) had a positive effect on customer satisfaction only, and other service quality factors (i.e., tangibles, reliability, and responsiveness) had no positive influence on customer satisfaction. Limitations and future research directions of the study were also discussed.

• Journal of Construction Engineering and Project Management
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• v.3 no.4
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• pp.26-34
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• 2013

Customer satisfaction and customer relationship are crucial aspect in any enterprises including housing construction projects. In general, the housing developers are facing a number of new challenges in different countries including Libya. The construction industries/housing developers need to continuously improve their products and services to meet customers' satisfaction desires and to remain in the current competitive market. This paper focuses on analysing the satisfaction factors of customers including qualityaspects of products and services in the construction projects. A framework was developed to evaluate the dynamics relationship between customer satisfaction and quality products or services, aiming to help companies' managers and policy makers to understand the needs and points of view of their customers. Apragmatic analysis was conducted to explore and analyse the customer satisfaction factors in construction industry considering different aspect of customer groups in Libya. Results indicate that there is a high demand of improvements in the contractor's performance in terms of cost, time and quality of products. It was also found that Libyan construction companies have been forced to transform their policies after on Libyan war 2011 to focus on client and customer satisfactory policies, or say centric for the purpose of improving client requirements and turn the business into more advantageous for any company.