• 품질경영학회지
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• 제32권3호
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• pp.10-28
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• 2004

This research analysed the Interaction which focus on service quality perception, customer satisfaction, re-use intention in the golf club. 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 golf club, thirteen factors emerged as important to the service management of the golf club; Reservation and Access(RSNA), Golf Course and Convenience Facilities(GCNF), Personal Services(PSER) and After Services(ASER). The structural equation model was utilized for analyzing the influence of service quality factors upon the customer satisfaction and re-use intention. Results show that service quality factors have a statistically significant impact on the customer satisfaction of the golf club. RSNA and GCNF investigated the factors influencing on the satisfaction degree of the customers. But the GCNF and PSER were not significant. Especially, GCNF factors directly influenced on the customer satisfaction and also indirectly impact on the intention of using again.

• 한국컴퓨터정보학회논문지
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• 제23권12호
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• pp.233-240
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• 2018

In this study, variables were constructed based on prior research to examine the impact of information system quality (information quality, system quality, service quality), customer value and satisfaction in hotel comparison site. The samples consist of 205 survey data drawn from hotel comparison site users. The collected data were analyzed by SPSS 24.0 and AMOS 21.0. According to results of the reliability and validity test, all were found reliable, and all items were included. The results are as follows: first, Among the information system quality (information quality, system quality, and service quality) of the hotel comparison site, the information quality and service quality have positive effects on customer value. Second, the information system quality(information quality, system quality, and service quality) of the hotel comparison site has a positive effect on customer satisfaction. Third, the customer value of the hotel comparison site has a positive effect on customer satisfaction.

• 한국정보통신학회논문지
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• 제19권10호
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• pp.2389-2395
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• 2015

효율적인 기업경영을 위해서 가장 중요한 요소는 고객 만족도의 정확한 피드백인데 우리나라에는 서비스산업의 고객 만족도 측정에 대한 정량적이고 표준화된 시스템이 부족한 상황이다. 본 연구에서는 보다 심층적이고 다양한 설문조사 및 분석을 통해 고객만족도를 효율적으로 평가할 수 있는 표준화된 설문 시스템을 제안한다. 제안하는 시스템은 프로세스 기반 서비스의 고객만족도를 수집 및 분석하는 시스템으로 설문 문항의 설계가 용이하고 스코어링 시스템을 도입하여 서비스 및 단위서비스에 대한 품질 수준을 정량적으로 평가하고, 개선해야할 요소의 우선순위를 제공하여 효율적으로 고객만족도 관리가 가능하다. 또한 오프라인이 아닌 온라인을 이용한 설문조사를 통해 비용 및 조사기간을 단축하고 상품별 단순한 만족도 조사뿐만이 아니라 프로세스별 비교분석, 추이분석, 기대치 분석 등 다양하고 상세한 분석 기법을 적용하여 효과적으로 개선 대상 서비스를 도출하고 개선할 수 있는 기회를 제공한다. 적용사례로써 관광서비스 대표기업인 국내 최대 규모의 여행사에 적용하여 제안하는 시스템의 효율성을 입증한다.

• 동아시아경상학회지
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• 제7권3호
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• pp.75-81
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• 2019

Purpose - In this study, it investigates the relationship among brand asset, customer satisfaction, brand trust, and brand loyalty related to golf products. Research design and methodology - The study was conducted with 500 customers from five indoor and outdoor golf training centers located in Seoul, South Korea. The method of tabulation was developed using a nonprobability convenience sampling and the questionnaire was administered through self-administration. The survey was conducted on-site between July 2018 and August 2018 by four trained researchers, including the researchers. Five indoor golf training centers in Seoul were randomly selected, and a total of 500 samples were collected by radio at each training site. Of the 500 questionnaires collected, 449 were utilized once incomplete questionnaires were removed from the sample. Results - This study was as follows. First, brand asset was a significant predictor of customer satisfaction. Second, customer satisfaction was a significant predictor of brand asset. Third, customer satisfaction was a significant predictor of brand loyalty. Fourth, brand trust was a significant predictor of brand loyalty. Fifth, brand asset was a significant predictor of brand trust. Finally, brand trust was a significant predictor of brand loyalty. Conclusions - First, the results showed that brand assets had a significant impact on customer satisfaction. Second, customer satisfaction was shown to have a significant effect on brand trust. Third, customer satisfaction had a significant effect on brand loyalty.

• 아태비즈니스연구
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• 제13권2호
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• pp.169-182
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• 2022

Purpose - The purpose of this study was to investigate influence relationship among health lifestyle, customer satisfaction, repurchase intention and recommendation intention in the protein beverage market. Design/methodology/approach - This study collected 286 survey data from customers who had experience buying and drinking the protein beverage. The Exploratory Factor Analysis (EFA) and the multiple regression analysis were hired in order to analyze the data. Findings - First, four dimensions of health lifestyle("health confidence," "health sensitivity," "health intention," and "health eating habit") were found to be valid and reliable. Second, all four dimensions of health lifestyle had a positive effect on customer satisfaction. Third, customer satisfaction had a positive effect on repurchase intention. Lastly, customer satisfaction had a positive effect on recommendation intention. Research implications or Originality - This study provided research model among health lifestyle, customer satisfaction, repurchase intention and recommendation. Furthermore, the results of this study were useful for identifying the role of health lifestyle in estimating customer satisfaction and the strategies for strengthening customer satisfaction in the protein beverage market.

• 보건행정학회지
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• 제15권2호
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• pp.37-52
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• 2005

This study was performed to explore multidimensional customer royalties and relating factors. 900 households, $1\%$ sample were randomly selected from K city located in Kangwon province. Interview survey was performed with structured Questionnaire for the entire people, 923 persons who experienced medical service utilization during one year before survey on time, september, 2004. In comparison of customer royalties by sociodemographic characteristics, the older group showed the higher level of cognitive and attitudinal royalties significantly. Education and income level also, showed negative relationship with cognitive, attitudinal and behavioral loyalties significantly. The more being a female and a visitor at oriental medicine clinic, the higher level of attitudinal loyalties. Customer satisfaction was a critical explaining variable for cognitive, attitudinal and behavioral loyalties. In multiple regression analysis, some sociodemographic characteristics showed significant relation with customer loyalties and customer satisfaction was the strongest relating variable to customer loyalties. In conclusion, multidimensional approach for customer loyalty is useful for understanding customer behaviors comprehensively. Future studies should focus on developing the more specific and valid measurement tools for customer loyalty in medical service.

• 유통과학연구
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• 제14권3호
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• pp.93-101
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• 2016

Purpose - Due to the heavy reliance on the human dependence, several factors such as attitude, behavior, emotional status and the quality of the service by the employees have been a decisive effect on the existence of a business in service industry. This study made use of the cases from the beauty salons in Korea, and tried to find out the meaningful results with following purposes. The purpose of this study is to find out the effects of psychological ownership with focusing on the employees in service industry. Therefore, this study is based on the literature reviews in the fields of psychological ownership, regulatory focus, and customer satisfaction. In particular, this study focuses on the regulatory focus with two parts. The two parts are composed of the promotion focus and prevention focus. Also, the relationship between the regulatory focus on employee and customer satisfaction was identified through empirical study. Mediating effects of regulatory focus were also studied, that is, the regulatory focus was on the relationship between psychological ownership and customer satisfaction. In conclusion, practical and intellectual implications were discussed for the growth and development in service industry. Research design, data & methodology - The survey for this study was conducted from November 15th to December 15th in 2015. The same amount of survey was given to both, the service providers and customers. For both of them, such as the service providers and customers, 260 questionnaires were distributed to them in total. After excluding the missing and unreliable responses for the exact analysis and process, 250 responses were collected and used in the research analysis. This study conducted a survey questionnaires, and the confirmatory analysis was used for the reliability and validity in this study. SPSS & AMOS programs were used for the analysis. Results - The first variable that was looked at from this study is the psychological ownership. The psychological ownership had positive effects on the performance both in improving focus and prevention focus. It indicates that this study supports the results from the previous studies. Second, the effects on the performance in improving focus and prevention focus for customer satisfaction were studied. As a result, the performance in improving focus had positive effect on customer satisfaction, but prevention focus did not have any positive effect. Third, this study looked at the mediating effect of regulatory focus on the relationship between the psychological ownership and the customer satisfaction, and only partly, they had positive effects on customer satisfaction. Conclusions - The results of this study showed that the psychological ownership has positive effects on regulatory focus both in performance improving focus and prevention focus. However, the mediating effects had partial positive effects on customer satisfaction and these results indicate that the service enterprises should focus on the employees' psychological ownership in order to maximize the customers' satisfaction.

• 한국의류학회지
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• 제33권5호
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• pp.782-792
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• 2009

The purpose of this research were 1) to identify the distribution of customer equity about sports fashion brands, 2) to identify the dimensions of fashion brand attributes influencing customer satisfaction and customer equity, and 3) to investigate relationships among sports fashion attributes, customer satisfaction and customer equity. Survey questionnaire was used to collect data and 900 responses were used for the data analysis. Descriptive statistics(i.e., frequency, percentage), factor analysis and multiple regression analysis were used for the data analysis. The results of this study were as following. First, 67.4%(i.e., outdoor sports brands) of customer equity distributes under 1 million won while 61.3%(i.e., general sports brand) and 54.3%(i.e., golf brands) distributes. Second, the sportswear brand dimensions consist of 6 factors, product quality value, convenience value, perceived value, unique brand image, trust relationship, and personalized relationship. Third, the higher the product quality value, perceived value, unique brand image, and trust relationship were, the higher customer satisfaction was. Fourth, the higher customer satisfaction was, the higher customer equity was.

• 한국식품영양학회지
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• 제30권5호
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• pp.943-959
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• 2017

This study was conducted to survey the perception and preferences of customers that have dined at Korean restaurants in China and investigate the importance and performance level of quality attributes, customer satisfaction, revisit intention and recommendation intention. The survey was conducted January 31~March 1, 2016 in China. The 293 questionnaires (97.7%) were analyzed using SPSS(Ver. 23.0) and AMOS(Ver. 21.0). Results of this study are as follow: Customers that dined at a Korean restaurant in China were composed of 157 women and 136 men. Regarding the reason for preferring Korean cuisine, taste, hygiene and nutritional value of Korean food were the most significant quality factors. Regarding complaints about Korean food, Chinese people placed much emphasis on freshness of ingredients when dining out, based on the majority of complaints about ingredients that were not fresh. The main reason for leftover food were personal eating habits and that of customers revisiting food taste and nutrition. Path model among customer satisfaction, revisit intention and recommendation intention revealed the factor of menus and attributes of menu items regarding customer's age that had an impact on customers' satisfaction, and association with customers' satisfaction, revisit intention and recommendation intention as well.

• 품질경영학회지
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• 제46권1호
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• pp.75-94
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• 2018

Purpose: This research intended to explore a causal relationship among empowerment, job satisfaction, organizational citizen behavior, and customer orientation of employees working at the elderly care hospital, and we intended to explore mediating role of job satisfaction and organizational citizen behavior(OCB) and moderating role in the relationship of them. Methods: A survey tool was questionnaire that had obtained validity and reliability through literature survey and pretest survey, and sample 388 was analyzed through SEM using SPSS21.0 and AMOS21.0. Results: All theoretical relationships on research model were turned out except one between empowerment and customer orientation. Job satisfaction and organizational citizen behavior play an important mediating role in the research model. LMX plays a moderating role in the research model. Conclusion: In order to delegate the duties of the elderly nursing facility and to manage and operate the efficient human resources, the quality of the LMX should be raised so that the empowerment, job satisfaction and organizational citizenship behavior of the employees ultimately strengthen the customer orientation of them.