• Journal of Korea Society of Digital Industry and Information Management
• /
• v.10 no.4
• /
• pp.211-224
• /
• 2014

This study is aimed at considering the relationship between the influential factor in Smartphone purchase and consumer awareness. For this purpose, this study set up the influential factors in Smartphone purchase as advertising effect, brand effect and usability effect and corporate image effect, and considered the relationship between these influential factors and consumer awareness empirically. The research results can be summarized as following 3 parts: First, the four factors suggested as the influential factor in Smartphone purchase were verified to have a significant influence on customer satisfaction and customer loyalty, and thus, it is thought that the bigger the influence of these factors, the more customer satisfaction and customer loyalty will increase. Second, among the factors suggested as influential factors in Smartphone purchase, the biggest factor in influencing customer satisfaction was found to be 'Usability Effect' while the biggest factor in influencing customer loyalty was revealed to be 'Brand Effect.' As a result, this study could learn that it's necessary that 'Usability Effect' should be considered more preferentially than other factors in order to enhance customer satisfaction while 'Brand Effect' should be preferentially considered in orderto raise customer loyalty. Third, it can be judged that in the relationship between customer satisfaction and customer loyalty, the bigger the customer satisfaction, the higher the customer loyalty. It is hoped that such research results could be applied as useful materials in time of establishing the marketing strategy. Nevertheless, this paper makes it clear that due to the constraints in the number of sample areas and samples, there is a limit in objectifying the research results into all areas.

• International Journal of Advanced Culture Technology
• /
• v.5 no.4
• /
• pp.63-70
• /
• 2017

The purpose of the study is to analyze the effects of customer satisfaction verses eco-friendly agricultural products (ingredients) awareness factors in luxury hotel Chinese restaurants on hotel image and customer loyalty (repurchase intention). To analyze what kind of effects of customer satisfaction verses eco-friendly agricultural products (ingredients) awareness factors in Chinese restaurants have on hotel image and behavior intention (loyalty), the study identified eco-friendly ingredients awareness factors. The study aims to suggest implications on service strategies and marketing strategies in luxury hotel Chinese restaurants based on the influence of customer satisfaction on hotel image and behavior intention (loyalty) using the identified factors.

• Journal of Distribution Science
• /
• v.17 no.6
• /
• pp.65-75
• /
• 2019

Purpose - Vietnamese customers have a crowd psychology when choosing and buying cars, they believe the advice and comments of those who have used the product. This paper aims to explore how factors in the relation between employees and customers affect to the customer's positive word of mouth (WOM) through customer satisfaction. Research design, data, and methodology - A survey was conducted with 250 customers. This research focus on six factors: (1) familiarity, (2) care, (3) personal connection, (4) employee competence, (5) customer satisfaction, (6) positive WOM. By using Exploratory Factor Analysis (EFA), Confirmatory Factor Analysis (CFA) and Structural Equation Model (SEM), this research determined the impact of relation between eployees and customers to the customer satisfaction in order to have the positive WOM to another customers. Results - This result shows that 3 factors: care, personal connection and service quality, have positive effects to customer satisfaction. Moreover, the similar relationship is found between customer satisfaction and positive WOM. The familiarity is not significant in this research. Conclusions - The research results indicate that positive WOM has an important impact of market development for automobile business enterprises in Vietnam. Therefore, administrators should have appropriate strategies to encourage positive WOM to customers.

• Journal of Korean Society for Quality Management
• /
• v.45 no.2
• /
• pp.261-274
• /
• 2017

Purpose: Classify quality assurance work for munitions as service quality attributes. And to derive service elements that need improvement to improve customer satisfaction through calculation of customer satisfaction coefficient. Methods: The quality assurance service for munitions is classified as service quality based on the Kano model through a questionnaire survey of workers in military service companies located in Busan and Kyung-nam areas. Investigate current customer satisfaction with service quality of defense quality assurance activites, and calculate customer satisfaction coefficient and potential customer satisfaction improvement index. Results: Identify current satisfaction levels for service quality of defense quality assurance activites and suggest service quality factors that should be improved to improve customer satisfaction. Conclusion: The service quality factor for the defense quality assurance service was classified into 13, and the customer satisfaction coefficient was lower than the satisfaction coefficient. When looking at the current level of customer satisfaction through the Potential Customer Satisfaction Index, attractive quality factors with PCSI indices were found to be necessary for service improvement.

• Journal of Korea Society of Digital Industry and Information Management
• /
• v.5 no.4
• /
• pp.213-229
• /
• 2009

The purpose of this paper is to identify the relationship among five factors of web design, e-satisfaction, e-loyalty, and customer defection and provide the implications of marketing strategies in online shopping. The research findings are as follows: first, ease of use of web design affects positively e-satisfaction more than the other factors except financial security. Second, e-satisfaction affects positively e-loyalty. Third, e-satisfaction does not affect customer defection. Fourth, informativeness, styling, ease of use, and trust of web design affect indirectly e-loyalty by mediating e-satisfaction. Therefore, because there is a good circular relationship among web design, e-satisfaction, and e-loyalty, it is very important to enhance web design for customers. When customers satisfy highly with the factors of web design, e-loyalty is higher and customer defection is lower. Further, in a curriculum of web design it is needed to reflect the findings of this paper.

• Journal of the Korean Society of Food Culture
• /
• v.28 no.5
• /
• pp.473-479
• /
• 2013

This study identified the brand personality of domestic take-out coffee shops and examined its effects on customer satisfaction and brand loyalty. The research subjects were college students in Busan who visited a coffee house. Overall, four major empirical results were obtained. First, five factors of brand personality were identified: "energy", "competence", "familiarity", "reliability", and "sophistication". Second, all brand personality factors had significant effects on customer satisfaction, but "familiarity" (${\beta}$=0.429) and "reliability" (${\beta}$=0.381) appeared to have the greatest effects. Third, brand personality factors had significant effects on brand loyalty, with"reliability" (${\beta}$=0.447) appearing to have the greatest effect on brand loyalty. Fourth, customer satisfaction had a significant effect on consumer brand loyalty. These results show that brand personality can be an important means of marketing differentiation in an intense competitive coffee market atmosphereto increase customer satisfaction and build brand equity.

• Journal of Korean Society for Quality Management
• /
• v.30 no.4
• /
• pp.120-136
• /
• 2002

The CRM is the process of integrated customer management to increase the profitability of firm as a maximizing the consumer's value and supplying the high quality product or service. The Post Information Service Headquarter was recognizing the importance of CRM and constructed the customer relationship management system that based on CRM, steadily has made an endeavor for operating to improve the job operation such as posting, banking and insurance. This research analysed the impact of service quality on the customer satisfaction in the Korea Post Office. First of all, we review the existing literature on measurement of service quality and management. As a result of this review and survey of the employer in post office, nineteen factors emerged as important to the service management of The Korea Post Office; Postal Services, Banking Services, Insurance Services. The regression analysis was utilized for analyzing the influence of service quality factors upon the customer satisfaction. Results show that service quality factors have a statistically significant impact on the customer satisfaction of the Korea Post Office.

• Proceedings of the Korean Society for Quality Management Conference
• /
• 2006.04a
• /
• pp.216-223
• /
• 2006

An Effect of Website quality on Service Value and Customer Satisfaction in the Internet Banking Internet Banking is very popular in Korea these days. More than 25million are using Internet Banking. This study is to find Quality Factors for Internet Banking Services and relationship among Internet Banking Service Value, Customer Satisfaction and Reuse. In this study we found that Service Value is prior to Customer Satisfaction. And also, Service Value and Customer Satisfaction affect customers reuse respectively. This study also found that 7 factors compose Internet Banking Service Quality. They are Convenience Security, Informal ion Providing, Communication, Design, System Correcteness. Convenience, Informal ion Providing, Communication and Design affect Internet Banking Service Value. System, Correcteness and Convenience affect Customer Satisfaction. So we learened that Internet Banking Customers discriminate Service Value from Satisfaction.

• Journal of the Korea Fashion and Costume Design Association
• /
• v.22 no.3
• /
• pp.155-167
• /
• 2020

Despite accelerating market changes in the beauty service industry, there are still inadequate service education programs and a lack of objective data and research to develop systematic policies to strengthen competitiveness, thereby fostering the beauty service industry. Accordingly, this study will examine the factors that affect customer satisfaction in terms of customer touchpoints, hence uncovering what the beauty service needs to develop systematic customer service education programs. It aims to contribute to the improvement of beauty service quality by providing basic empirical data that is necessary to build service education programs and strengthen the touchpoint staffs' job competency. A total of 16 people, 8 male, and 8 female customers in their 30s and 40s, who have ever used hair shop services in the metropolitan area, and 8 male and female hair designers and owners, were interviewed during a 9week period from October 31, 2017, through December 30, 2017. The data was analyzed as follows in order to measure service quality, SERVQUAL was revised and supplemented according to the purpose of this study, and a table for customer satisfaction factors was constructed. In addition, the results of the study were derived by classifying the relations among the customer satisfaction factors with respect to the interviews. The results show that the price of hardware, the location of the store, and hair designers' ability, which are the direct components of customer satisfaction, have a great influence on the customer satisfaction considered when selecting the beauty services (hair shops). In addition, it can be seen that human services including human-ware, which are accompanying services make up a high proportion considering customer satisfaction factors.

• Management & Information Systems Review
• /
• v.1
• /
• pp.293-307
• /
• 1997

This paper addresses the critical factors of customer satisfaction between department store which is characterized as a good service quality and discount store which has a competitive advantage on price dimension. The result showed that overall satisfaction of department store was slightly higher than that of discount store. Also, it was found that only service quality was a good indicator as a customer satisfaction of department store. However, overall satisfaction of discount store was significantly affected by both price and service quality. The study contributes to our understanding of how department store and discount store develop KSFs(key success factors) of customer satisfaction.