• Asia-Pacific Journal of Business Venturing and Entrepreneurship
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• v.7 no.3
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• pp.105-113
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• 2012

There are many studies about the relationship between customer satisfaction and SCM, web site quality or online Word of Mouth (WOM). When a customer wants to purchase any product online, he has to watch the detail of a online shopping web by computer. So the web sits' quality can be very important for the customer to get enough information. Recently, internet shopping malls are very much prospered. To understand why these kinds of internet transactions become very popular, this study investigates a possible effect of such crucial factors as web site quality, supply chain management(or deliver service), and online Word of Mouth(WOM) of an internet shopping mall to its customer satisfaction and trust, eventually leading to purchasing product and services. This study develops a experimental research model and tests it based on 170 survey response using regression analysis.. The finding of this research implies that system quality, information quality, quick and correct, accurate delivery service, and online WOM are influential factors to the performance of online shopping mall, while design quality, cost of delivery do not affect relationship significantly.

• Journal of Distribution Research
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• v.10 no.2
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• pp.99-120
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• 2005

First, based on extant studies in the field, the author extracts environments, general and personalized interactions between an internet shopping mall and its customers, interactions among customers, and outcomes as 5 relevant dimensions of the service quality of an internet shopping mal She derives hypotheses on the relationships between each of the service quality dimensions and each of the three components of the relationship quality, satisfaction, trust, and commitment. She also investigates the moderating role of the relationship duration defined by the length of use in the relationships. She studies the relationships among the three relationship quality components and their effects on the future intentions of relationship maintenance, too. Through a survey on college students and adult consumers, she gathers 349 qualified questionnaires. Applying regression methods on the data, she finds out that most of the relationships between each of the service quality dimensions and each of the relationship quality dimensions are statistically significant but that the strengths of relationship are quite different dimension by dimension. The moderating effect of the relationship duration is not found except one case, the relationship between general interactions and trust. The author also finds out positive relationships between satisfaction and trust between satisfaction and commitment, and between trust and commitment. Positive relationships between trust and the future intention of relationship maintenance and between commitment and the future intention are found. But the data does not reveal any statistically significant relationship beetween satisfaction and the future intention. The author provides a few implications of the research results and future research agenda.

• Journal of the Korean Society for information Management
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• v.34 no.2
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• pp.115-135
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• 2017

Many for-profit and not-for-profit organizations' service provider can affect customers' perceptions of the organization based on the relationship between the customers and the organizations. This study aims to identify the relational benefits in libraries, and analyze the relationship between relational benefits and library trust and perception using a questionnaire. As a result, public library customers realize relational benefits with librarians. And these relational benefits affect library trust and perception. This study is meaningful in that it focuses on the relationships in libraries for the first time, which can contribute to the positive perceptions of customer-librarian relations.

• The Journal of the Korea Contents Association
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• v.5 no.6
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• pp.264-272
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• 2005

It is generally defined that the trust between members are relayed on the belief of ability and support. The purpose of this study is to make sure that participative decision making effects on productivity of group based on that cooperative relationship could bring the productive improvement. As the results, we could figure out that satisfiable rate of performance feedback and open communication are related with the productivity Especially, an administrative group based on the mutual trust, can meet the level of customer's satisfaction and cultural multiplicity. Setting up the mutual trust is to maximize the ability of members and to derive the motivation of working concentration.

• The Journal of Industrial Distribution & Business
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• v.13 no.3
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• pp.13-24
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• 2022

Purpose: The purpose of this paper is to investigate key factors that affect customer dissatisfaction on public transportation system by highlighting the necessity of citizen participation and improved management of advanced technology for sustainability. Research questions applied in this study include following; i) how are factors on dissatisfaction related to types of transportation modes; ii) how do perceived proposed factors affect citizen dissatisfaction; iii) how do the improvement of public transportation service affect the level of expected satisfaction; and iv) how do expected satisfaction affect policy agreement and government trust. Research design, data and methodology: For qualitative research, civil opinions were collected and chi-square analysis was applied using keywords. For quantitative research, online survey was collected and factor and multiple regression analyses were applied. 3) Results: This study found that efficiency of operation system and safety on dissatisfaction showed significant in all three public transportation modes. This study found that perception of government policy and trust on government will increase as expected satisfaction increases. Conclusions: This study provides managerial and policy implications on society and policy makers by addressing necessity of improving strategies for public transportation system with the consideration of citizen relationship management and sustainable development.

• Journal of Digital Convergence
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• v.10 no.10
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• pp.237-245
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• 2012

This study deals with the influencing factors for satisfaction and the emotional value perception of mobile voucher service user. Thus researcher examined a structural equation modeling methodology of the paths within word of mouth, satisfaction, and other exogenous variables (economic/rational value, trust, joyfulness, innovativeness). As a result of this study, First, it was confirmed that the emotional value, and innovativeness affected user's trust for coupon service and joyfulness for using mobile voucher. Second, it was confirmed that trust and joyfulness affected user's satisfaction and word of mouth activities. Therefore, in cases of utilizing the emotional appeal of mobile voucher as part of a marketing tool, corporate can maximize efficiency by using their mobile voucher service & event from the point of view of customer's satisfaction & voluntary word of mouth. Researcher's consideration is that this paper's theoretical and practical contribution point is the propose of the one of the post adoption model with the quantitative study of the mobile voucher service user's emotional perception in the initial development stages of high-tech industry.

• Journal of Fisheries and Marine Sciences Education
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• v.24 no.4
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• pp.482-493
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• 2012

Logistics security has been enhanced to control cargo containers effectively and safely in global logistics. In response to the change, This study describes the system now being developed that tracks container position, watches cargo security status and gets informations of surrounding until the cargos arrived at its destination. We examine completion and satisfaction of the product for prospective users. For this, considering earlier studies about customer trust, satisfaction, service quality and purchase decision, we analyse an effect among the variables empirically. As a result, when the program is released, we examine customers' satisfaction and purchase decision for the informations to be offered from the program.

• Industry Promotion Research
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• v.9 no.2
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• pp.23-28
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• 2024

The study investigated the impact of ESG management activities on the non-financial performance of organizations, focusing on small and medium-sized manufacturing companies. Using data from 78 survey responses, the following results were summarized. Firstly, ESG management activities positively influenced internal customer satisfaction. The correlation coefficient was .679, indicating a moderately strong correlation, and the coefficient of determination (R²) was .461, explaining 46.1% of the variance. Additionally, with a beta value of .679, a t-value of 8.058, and a p-value of .000, ESG management activities had a statistically significant impact on internal customer satisfaction. Secondly, ESG management activities also had a positive impact on corporate trust. The correlation coefficient was .695, indicating a moderately strong correlation, and the coefficient of determination (R²) was .483, explaining 48.3% of the variance. The beta value was .695, the t-value was 8.429, and the significance probability was .000, indicating a significant influence on corporate trust.The study aimed to shed light on the relationship between ESG management activities of small and medium-sized enterprises and their non-financial performance. These results suggest that companies can enhance internal customer satisfaction and corporate trust through fulfilling social responsibilities and practicing sustainable management.

• Journal of Distribution Science
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• v.14 no.5
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• pp.97-106
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• 2016

Purpose - Social commerce is a certain way of how people buy some products together with others through the internet sites with mutual interactions among customers with the benefits of SNS when buying some products. At present, China market has some problems due to its rapid growing. However, empirical research or academic approach to social commerce has not been made enough. So, it is important for Chinese social market to develop and enlarge the customers with stability under the reliability and satisfaction. Also it is important for them to have repurchase intention. Nowadays, it is necessary to find the factors on customer satisfaction and trust, whereas consumers' dissatisfaction and unreliability are increasing on social commerce recently. In addition, researches on social commerce have been actively pursued by a variety of domestic and foreign scholars. However, researches on social commerce and Chinese market are short of, and they have some limitations because of the rapid growth of the market even though it is the early stage. The current situation requires researches on consumers' repurchase intention for continuing growth in the future according to the growth of Chinese social commerce. Research design, data, and methodology - The literature and the empirical studies are combined in order to achieve the purpose of the study. Deriving social commerce features and consumer properties as factors affecting the repurchase intention through the literature, and these factors have modeled a series of assumptions about the impact on satisfaction and trust, and have established hypotheses to verify them. The survey which is conducted to test the hypothesis and questionnaires are derived based on the variables discussed in the previous study. Appropriate measures were developed and tested on 227 respondents in China with a cross-sectional questionnaire survey. The path relationships of the research model were analyzed by SPSS 23.0 and Amos 23.0. Results - Research results about social commerce characteristics and factors affecting the repurchase intention are presented to Chinese market companies that adopt business models and consumer characteristics. In addition, this study focuses on the characteristics of social commerce, from two-dimensional characteristics of the consumer satisfaction, trust and the impact on the repurchase. Therefore, social commerce features and consumer properties based on the results of this study may lead the strategic implications that may increase the repurchase intention. Conclusions - The classification reviewing the previous findings related to social commerce and social commerce features affects social commerce repurchase (price discount, interactivity) and consumer characteristics (impulsivity, innovation, collectivism). It affects repurchase on factors and analyzes empirically. The empirical results identify major characteristics (social commerce characteristics, attributes) that affect the repurchase intention, and give the practical implications as well as the business strategies that are able to enhance social commerce repurchase consumers. Social commerce is a certain way of how people buy some products together with others through the internet sites with mutual interactions among customers with the benefits of SNS when buying some products.

• Journal of Distribution Science
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• v.12 no.12
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• pp.43-54
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• 2014

Purpose - This study examines how perceived benefits and costs of traditional market support affect relationship quality and support for a marketeer. In addition, it investigates whether support for traditional market aid programs leads to support for the government. The author developed a structural model comprising several variables, in which perceived benefits and costs comprising economic, social, and environmental costs were proposed, to affect the relationship quality (satisfaction and trust) of traditional market aid programs and the government. Consequently, marketeers satisfied and trusted by traditional market aid programs and the government would support the traditional market aid program, resulting in higher support for the government. The model proposed that customer satisfaction would improve customer loyalty and business performance. Thus, the relationship quality (satisfaction and trust) of the traditional market aid program and government was proposed as a core mediating variable between perceived benefits and costs and support. Research design, data, and methodology - To analyze the proposed model, this study investigates the scenario with a traditional marketeer. Data were collected from 331 respondents, and analyzed with SPSS/PC 18.0 and AMOS 18.0. To test the unidimensionality and nomological validity of the measures of each construct, we employed a scale refinement procedure. The result of the reliability test with Cronbach's and confirmatory factor analysis warranted unidimensionality of the measures for each construct. In addition, nomological validity of the measures was warranted from the result of correlation analysis. Results - First, perceived benefit affects the relationship quality of traditional market aid programs and government. Second, perceived costs affect the satisfaction of traditional market aid programs and government. Third, the relationship quality of a traditional market aid program affects the support of a traditional market aid program, and the relationship quality of government affects the support of government. Finally, the support of traditional market aid program affects support of government. The results confirm the findings of previous studies that local development positively influences support, based on the social exchange theory. Conclusions - The theoretical and managerial contributions of this study are as follows. First, it is the first such study, and defines mediating variables, analyzing relationship quality (satisfaction and trust) between perceived benefits and costs and support for the traditional market industry. Further, it investigates the structural relationships between them with the AMOS program. Second, while most previous studies investigating the relationship between similar variables and those of the present study analyzed how perceived benefits and costs influenced support, this study identified the transfer relationship between the support for traditional market programs and support for the government. This study confirms that support for traditional market aid program increases support for the government. Therefore, government policy makers for traditional market aid programs should explain to marketeers the benefits and costs of traditional market development in terms of economic, social, and environmental factors. At the end, limitations, further research directions, and implications are suggested.