• Journal of Fisheries and Marine Sciences Education
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• v.28 no.5
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• pp.1378-1387
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• 2016

The purpose of this study is to extract the factors affecting service quality, customer satisfaction, and customer loyalty and to find out what effect service quality & customer satisfaction, service quality & customer loyalty, and customer satisfaction & customer loyalty respectively. The results of hypothesis testing through regression analysis showed that the hypothesis between service quality of ship management company and customer satisfaction was accepted in terms of all 5 service quality dimensions of tangibility, reliability, responsiveness, assurance and empathy. Also, the hypothesis between service quality of ship management companies and customer loyalty was accepted in terms of all 5 service quality dimensions of tangibility, reliability, responsiveness, assurance and empathy. Lastly, the hypothesis between customer satisfaction and customer loyalty was accepted.

• Journal of Korea Multimedia Society
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• v.19 no.8
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• pp.1574-1586
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• 2016

The aims of this research is to build Customer Delight index contents model for measuring the influential factors - Customer Delight and identify the relationship among Customer Delight, Customer Satisfaction and Customer Loyalty. Customer Delight hypothesis model was proposed by Catering Service Industry of Starbucks and validate the final questionnaire; 7 point Likert scale was used in the questionnaire, Exploratory Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA) are used to analyze the reliability. And path analysis was used to evaluating the final hypothesis model. The results of this research was that the customer Self-involvement can lead to high awakening level and it also bring positive emotion to the customer. Awakening Level and positive emotion were the key factors for the Customer Delight. Instead of customer expectation, Customer Delight is based on customer awakening level and positive emotion which is different from Customer Satisfaction model. It is clearly to see the discrepancies between Customer Delight and Customer Satisfaction.

• The Korean Journal of Health Service Management
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• v.10 no.4
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• pp.75-86
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• 2016

Objectives : This study empirically verified the effects of service provided by medical service providers on customer satisfaction and favorable word-of-mouth intention. Moreover, it measured the mediation effects of customer satisfaction in the relationship between medical service quality factors and favorable word-of-mouth intention and proposed implications in terms of marketing. Methods : The research hypothesis was verified with a structural equation, and the Sobel test was used to analyze of customer satisfaction in the relationship between medical service quality factors and word-of-mouth intention. Results : From the hypothesis verification results, physical and human factors among the quality factors of medical service affected customer satisfaction.Additionally,customer satisfaction interacted as a factor influencing favorable word-of-mouth intention. Conclusions : Medical service providers should work to enhance the satisfaction of customers in terms of human and physical factors by providing quality medical service that is different from other providers and by improving the quality of medical service and the environment which could lead to effective word-of-mouth intention.

• Journal of Korean Society for Quality Management
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• v.39 no.4
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• pp.556-564
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• 2011

The purpose of this study is to analyze the effect of service quality characteristics on customer satisfaction in complex shopping mall. For the purpose of this study, we defined three service quality characteristics of complex shopping mall by correlation, harmony, synergy effect, and analyzed the effect of these quality factors on customer satisfaction. For the analysis of the data, we used exploratory factor analysis and the confirmatory factor analysis and the structural equation modeling method(AMOS 19.0). As the result of this study, we concluded that 2 of 3 service quality characteristics deeply affect on customer satisfaction in complex shopping mall, and suggest that the activation of the quality factors is needed to raise the customer satisfaction.

• Proceedings of the Safety Management and Science Conference
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• 2012.04a
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• pp.23-35
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• 2012

The purpose of this study is to present HACCP management method for improving customer satisfaction in bakery industry. As a study method, literature review on HACCP and customer satisfaction and developing questionnaires through model design were done. Then, a survey was done to 209 customers who had experiences of visiting small size bakeries in Seoul or the national capital region. It was then statistically analyzed and examined. In conclusion, even though the respondents showed positive expectation that the certification of HACCP will have an effect on the factors of customer satisfaction like brand image, quality of product and service, facility and physical environment and so on, but as we proved in the course of study model's hypothesis confirmation, actually, current promoting efforts and strategies of the government or related institutions to spread recognition of HACCP don't have an meaningful effect on the factors of customer satisfaction.

• Journal of Korean Society for Quality Management
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• v.35 no.4
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• pp.111-122
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• 2007

The purpose of the study is to find out the influences of various efforts on service recovery after the failure of the service for the customer satisfaction and a loyalty. The present study finds out the factors directly affecting service recovery and demonstrates the relationship of those factors with customer satisfaction and loyalty. As a result, the important factors for service recovery are an immediate compensation, truthfulness, reaction and assurance

• Journal of Information Technology Applications and Management
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• v.14 no.2
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• pp.129-149
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• 2007

The purpose of this study is to examine the effect of relationship orientation factors on customer satisfaction and loyalty in Internet shopping malls. Based on previous exploratory work and a review of the literature of relationship marketing, six key factors of relationship orientation construct are identified: trust, bonding, communication. shared value. empathy and reciprocity. And a conceptual model is developed and seven research hypotheses are empirica1ly examined using structural equation modelling. The results show that bonding, shared value and reciprocity has statistically significant effect on the trust of online customers and trust has a positive influence on customer satisfaction and loyalty in Internet shopping malls. Theoretical. managerial and research implications are discussed.

• Journal of Korean Academy of Fundamentals of Nursing
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• v.19 no.4
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• pp.519-527
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• 2012

This study was done to identify the factors influencing customer orientation of nurses. Method: The participants were 505 nurses who were working in 13 hospitals. Data were collected with structured questionnaires in Feb., 2012, and analyzed using descriptive statistics, t-test, one way-ANOVA, Scheffe test, correlation coefficient, and hierarchical regression with PASW (SPSS) 18.0 program. Result: The average score for internal marketing was 3.07 points, for job satisfaction, 3.06 points, for organizational commitment, 3.25 points, and for customer orientation, 3.53 points. Customer orientation was positively correlated with internal marketing, job satisfaction and organizational commitment. The significant predictors of customer orientation were professionalism, interaction with job satisfaction, affective commitment, continuous commitment to organizational commitment and length of career. These variables had an explanatory power of 45.2%. Conclusions: The study findings suggest that internal marketing, job satisfaction, and organizational commitment should be reinforced to improve the customer orientation of nurses.

• Culinary science and hospitality research
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• v.14 no.4
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• pp.456-468
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• 2008

This paper analyzes how the service quality affects customer satisfaction and loyalty, focusing on a franchise restaurant company 'Wonhalmoney Bossam'. The result shows that store locations and food cost of the menu, as an additional quality formation factor, influence customer satisfaction and loyalty rather than the main quality formation factors. This study strongly suggests the marketing preparation of menu price and the choice of locations are most significant as an additional factor. Therefore, Korean food restaurants should develop their marketing strategies from the customer's point of view, and reasonable price setting and menu selection with appropriate location will create customer satisfaction and revisit.

• Journal of Korean Society for Quality Management
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• v.40 no.2
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• pp.219-230
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• 2012

These days, getting a gob is emerging as a hot social issue, and specialized sites offering job information are rapidly increasing. On the contrary of quantitative increase, job information sites have lots of problems with respect to satisfying customer's needs. This study is designed to explore web-site service quality factors in job information site, and relationship among characteristic web service quality, customer satisfaction, relationship quality and reuse intention. In this study we found that customer satisfaction is prior to relationship quality, which decide long-term customer relationship. And also, Trust which is one of the relationship quality and customer satisfaction affect customers reuse intent respectively. This study also found that characteristic service quality in related to job information site can be composed of four factors such as delivery of information, customization, web design and interaction. Delivery of information, web design and interaction affect trust, and web design and interaction affect customer satisfaction. And also relationship quality is prior to reuse intention.