• Title/Summary/Keyword: Customer Satisfaction Trust

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The Effect of Beauty Shortform Content Characteristics on Consumer Behavior (뷰티 숏폼 콘텐츠 특성이 소비자행동에 미치는 영향)

  • Ji-Su Yoon;Eun-Jin Yang
    • Journal of the Korean Applied Science and Technology
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    • v.40 no.4
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    • pp.751-760
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    • 2023
  • The purpose of this study was to investigate the impact of the characteristics of beauty short form content on consumer behavior, and to provide academic basic data to beauty and marketing through statistical research related to beauty short form content. A total of 405 effective surveys collected through online surveys of beauty consumers were finally used for statistical analysis. As a result of the analysis, it can be seen that the higher the characteristics of beauty short form content, the higher the purchase intention, recommendation intention, and customer satisfaction. Therefore, it consists of content that can win trust that will appeal to consumers when producing beauty short form content, and it is believed that it will facilitate communication with consumers, facilitate spread in a short period of time, and contribute to sales by inducing positive consumption behavior.

A Study on the Value Evaluation of e-Trade Platform Services using IPA(Importance Performance Analysis) (IPA를 활용한 전자무역 시스템의 서비스 가치평가에 관한 연구)

  • Lee, Sang-Jin;Shin, Seung-Man
    • International Commerce and Information Review
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    • v.12 no.2
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    • pp.59-83
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    • 2010
  • The purposes of the study is to evaluate the discrepancy between user's expectation and satisfaction degree in the service of uTradeHub. In this regard, this study infers general solutions in order to induce the intersection area using IPA technique. Then this paper will present directions to improve the service of uTradeHub. In terms of methodology, this article disclosed that IPA model approach is greatly useful to evaluate user's attribute. First, variables like the link of different works(f1), trust of system(f4), information connection(f7) are located on the first quadrant. This means that importance and satisfaction are all high variables for user. So, this is very important variables that need continuous administration in order to maintain present state. Second, variables such as the speed of information acquisition(f2), improvement of use(f3), stability of system(f5) are located on the second quadrant. This means that user's importance is high but user's satisfaction is low. Therefore, this area needs an active improvement strategy and quick maintenance for e-Trade application. Third, variables like the appropriateness of information usage fees(f8), easy subscription(f9), customer support service(f10) are located on the third quadrant. Because these variables are all low for user's importance and satisfaction, we have to arrange strong and radical remedy for e-Trade service. Finally, variables like information offer(f6) are located on the fourth quadrant. This means that user's satisfaction is high but user's importance is low. The research result suggests that e-Trade service development would be re-organised as much as user feels the importance of process innovation.

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Investigating the Smart Hotel Customers' Technology Amenities Adoption Behaviour (스마트호텔 고객의 기술 어메니티 수용에 관한 연구)

  • Kim, Tack Yeon;Chung, Namho
    • Journal of Service Research and Studies
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    • v.13 no.4
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    • pp.142-159
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    • 2023
  • As the core technologies of the 4th Industrial Revolution are introduced into luxury hotels, they are taking off as cultural and experiential spaces that provide new products and services to hotel users and new experiences. Therefore, this study investigated the effect of hotel users' perception of the experience of using technological amenity services on their trust and satisfaction, focusing on luxury hotels as smart hotel to identify the essential factors of smart hotels that can lead to continuous competitive advantage and improvements in the future. In addition, the study aimed to find an effective hotel marketing strategy and plan to satisfaction the smart hotel by maximizing customer satisfaction. To verify the research hypothesis, a survey was conducted targeting hotel users with experience using technological amenities in smart hotels within the last two years. As a result of the study, it was confirmed that all hypotheses were adopted except for the relationship between personification, intention to use technical amenities, and perceived performance expectations and satisfaction with smart hotels. Based on these research results, this paper presents theoretical and practical implications. Smart hotels are rapidly changing by introducing various smart technologies. Therefore, it will be meaningful data for securing a sustainable competitive advantage and establishing differentiated hotel management and marketing strategies.

A Study on the Influence of Restaurant Factors on Trust and Revisit Intention (외식업 점포 선택요인이 신뢰와 재방문 의도에 미치는 영향에 관한 연구)

  • Song, In-Am;Shin, Chang-Ok
    • Journal of Digital Convergence
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    • v.15 no.8
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    • pp.161-168
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    • 2017
  • The purpose of this study is to investigate the effect of restaurant selection factors on reliability and revisit intention. The results of empirical analysis were as follows: First, the factors influencing the intention to visit the restaurant were the physical environment, service, price, location, reputation, cleanliness, It is confirmed that consumers are willing to visit again if their satisfaction is high because they choose general consumers considering kindness and taste. Second, trust is found to affect re - visit intention and it can be judged that store faith is actively considering return visit through consumer 's belief. Third, it was found that the factor of selecting the restaurant business influenced the intention to visit again according to the trust. When the customer chooses according to the restaurant business standard and satisfies the trust, it intends to increase the intention to visit again. The results of this study are as follows. First, it is found that the factors of restaurant selection and trust affect the revisit intention of restaurants, and it is meaningful to provide theoretical and strategic implications.

Analysis of Influence Factors of Satisfaction by Marketing Strategic Based on the Type of Real Estate (부동산 유형별 마케팅 전략이 만족도에 미치는 영향요인 분석)

  • Kim, Gu-Hoi;Lee, Kil-Jae;Won, You-Ho
    • Journal of Cadastre & Land InformatiX
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    • v.44 no.1
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    • pp.195-212
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    • 2014
  • This study was performed in order to contributing the influence factors in the real estate marketing strategy which largely affects the success of a real estate sale and development projects. Articles have to be concluded with the Influence factors of Satisfaction based on the type of Real Estate through PLS Regression Analysis. Building data was conducted by the target population specializing in the real estate sale and development business. Classification of real estate business classified by the way of the residential and non-residential parted. In the case of Housing type in the analysis result, the main factors were made by calculating the each factor such as brand trust, Strengthening the alliance and partnership, Traffic environment, Relaxing the requirements for a Real estate sales, Business presentation, Unsold benefits and Relaxing the requirements for payment. Otherwise, In the case of non-residential in the analysis result, the factors such as Relaxing the requirements for payment, Customer Orientation, living environment, Unsold benefits, Strengthening the alliance and partnership and communication terms made an influence to satisfaction.

A Study on the Recognition and Satisfaction of Aesthetic Plastic Surgery using Social Commerce (소셜커머스를 이용한 미용성형시술의 인식 및 만족도에 관한 연구)

  • Yoon, Suhwa;Park, Cecilia;Li, Shun-Hua
    • Journal of Digital Convergence
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    • v.16 no.6
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    • pp.427-436
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    • 2018
  • In this study, out of the 530 beauty social commerce users, 244 people who had experience purchasing coupons for cosmetic surgery were surveyed to analyze the impact of the awareness of cosmetic surgery on satisfaction and on the purchase of new products. The reason why we did not purchase the coupon for cosmetic surgery was because we did not have enough information and did not trust the company and aong the factors used for cosmetic surgery, convenience, satisfaction, and repurchase are found to have a positive (+) effect (p<0.001) and We recognized convenience as an important factor. therefore, It is believed that social commerce companies and aesthetic medical agencies will need to improve their customer service, how to use the site, and provide objective information.

Effect of the Consumer-Brand Relationship Quality on the Brand Loyalty in the Fast Food Restaurant in Masan, Korea (패스트푸드 레스토랑의 소비자-브랜드 관계의 질이 브랜드 충성도에 미치는 영향 - 마산시 일부 대학생을 대상으로 -)

  • Kim, Hyun-Ah
    • Journal of the Korean Society of Food Science and Nutrition
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    • v.34 no.4
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    • pp.489-495
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    • 2005
  • The purpose of this study was to analyze the effect of the consumer-brand relationship Quality (CBRQ) on the brand loyalty in the fast food restaurant in Masan, Korea. The Questionnaires were distributed to 250 students in the K University located in Masan, who were sampled by convenience-sampling method. The surveys were performed from December 6 to 14, 2004. The 246 Questionnaires were responded, and 12 unusable Questionnaires were excluded, then 234 were used for the final analysis $(response rate:\;93.7\%)$. For the statistical analysis, SPSS (12.0) was used to conduct the descriptive analysis, factor analysis, reliability analysis, Pearson correlation and multiple regression analysis. The result of this study showed that 2 constructs (satisfaction and commitment) of consumer-brand relationship Quality have significant positive effects on the brand loyalty in the fast food restaurant. It meant that as consumer-brand relationship quality becomes stronger, the customer's brand loyalty becomes greater. The differences of customer loyalty between the high and low group of self-connective attachment, satisfaction, commitment, trust and intimacy were significant. So the brand loyalty of high group of customer-brand relationship quality was significantly higher than that of low group of customer-brand relationship quality. As a conclusion, the operator in the fast food restaurant should focus on the marketing strategy to strengthen the quality of consumer-brand relationship in order to increase the brand loyalty of customers.

Dual Path Model in Store Loyalty of Discount Store (대형마트 충성도의 이중경로모형)

  • Ji, Seong-Goo;Lee, Ihn-Goo
    • Journal of Distribution Research
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    • v.15 no.1
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    • pp.1-24
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    • 2010
  • I. Introduction The industry of domestic discount store was reorganized with 2 bigs and 1 middle, and then Home Plus took over Home Ever in 2008. In present, Oct, 2008, E-Mart has 118 outlets, Home Plus 112 outlets, and Lotte Mart 60 stores. With total number of 403 outlets, they are getting closer to a saturation point. We know that the industry of discount store has been getting through the mature stage in retail life cycle. There are many efforts to maintain existing customers rather than to get new customers. These competitions in this industry lead firms to acknowledge 'store loyalty' to be the first strategic tool for their sustainable competitiveness. In other words, the strategic goal of discount store is to boost up the repurchase rate of customers throughout increasing store loyalty. If owners of retail shops can figure out main factors for store loyalty, they can easily make more efficient and effective retail strategies which bring about more sales and profits. In this practical sense, there are many papers which are focusing on the antecedents of store loyalty. Many researchers have been inspecting causal relationships between antecedents and store loyalty; store characteristics, store image, atmosphere in store, sales promotion in store, service quality, customer characteristics, crowding, switching cost, trust, satisfaction, commitment, etc., In recent times, many academic researchers and practitioners have been interested in 'dual path model for service loyalty'. There are two paths in store loyalty. First path has an emphasis on symbolic and emotional dimension of service brand, and second path focuses on quality of product and service. We will call the former an extrinsic path and call the latter an intrinsic path. This means that consumers' cognitive path for store loyalty is not single but dual. Existing studies for dual path model are as follows; First, in extrinsic path, some papers in domestic settings show that there is 'store personality-identification-loyalty' path. Second, service quality has an effect on loyalty, which is a behavioral variable, in the mediation of customer satisfaction. But, it's very difficult to find out an empirical paper applied to domestic discount store based on this mediating model. The domestic research for store loyalty concentrates on not only intrinsic path but also extrinsic path. Relatively, an attention for intrinsic path is scarce. And then, we acknowledge that there should be a need for integrating extrinsic and intrinsic path. Also, in terms of retail industry, this study is meaningful because retailers want to achieve their competitiveness by using store loyalty. And so, the purpose of this paper is to integrate and complement two existing paths into one specific model, dual path model. This model includes both intrinsic and extrinsic path for store loyalty. With this research, we would expect to understand the full process of forming customers' store loyalty which had not been clearly explained. In other words, we propose the dual path model for discount store loyalty which has been originated from store personality and service quality. This model is composed of extrinsic path, discount store personality$\rightarrow$store identification$\rightarrow$store loyalty, and intrinsic path, service quality of discount store$\rightarrow$customer satisfaction$\rightarrow$store loyalty. II. Research Model Dual path model integrates intrinsic path and extrinsic path into one specific model. Intrinsic path put an emphasis on quality characteristics and extrinsic path focuses on brand characteristics. Intrinsic path is based on information processing perspective, and extrinsic path emphasizes symbolic and emotional dimension of brand. This model is composed of extrinsic path, discount store personality$\rightarrow$store identification$\rightarrow$store loyalty, and intrinsic path, service quality of discount store$\rightarrow$customer satisfaction$\rightarrow$store loyalty. Hypotheses are as follows; Hypothesis 1: Service quality perceived by customers in discount store has an positive effect on customer satisfaction Hypothesis 2: Store personality perceived by customers in discount store has an positive effect on store identification Hypothesis 3: Customer satisfaction in discount store has an positive effect on store loyalty. Hypothesis 4: Store identification has an positive effect on store loyalty. III. Results and Implications We examined consumers who patronize discount stores for samples of this study. With the structural equation model(SEM) analysis, we empirically tested the validity and fitness of the dual path model for store loyalty in discount stores. As results, the fitness indices of this model were well fitted to data obtained. In an intrinsic path, service quality(SQ) is positively related to customer satisfaction(CS), customer satisfaction(CS) has very significantly positive effect on store loyalty(SL). Also, in an extrinsic path, the store personality(SP) is positively related to store identification(SI), it shows significant effect on store loyalty. Table 1 shows the results as follows; There are some theoretical and practical implications. First, Many studies on discount store loyalty have been executed from various perspectives. But there has been no integrative view on this issue. And so, this research was theoretically designed to integrate various and controversial arguments into one systematic model. We empirically tested dual path model forming store loyalty, and brought up a systematic and integrative framework for future studies. We want to expect creative and aggressive research activities. Second, a few established papers are focused on the relationship between antecedents and store loyalty; store characteristics, atmosphere, sales promotion in store, service quality, trust, commitment, etc., There has been some limits in understanding thoroughly the formation process of store loyalty with a singular path, intrinsic or extrinsic. Beyond these limits in single path, we could propose the new path for store loyalty. This is meaningful. Third, discount store firms make and execute marketing strategies for increasing store loyalty. This research provides real practitioners with reference framework needed for actual strategy formation. Because this paper shows integrated and systematic path for store loyalty. A special feature of this study is to represent 6 sub dimensions of service quality in intrinsic path and 4 sub dimensions of store personality in extrinsic path. Marketers can make more analytic marketing planning with concrete sub dimensions of service quality and store personality. When marketers of discount stores make strategic planning like MPR, Ads, campaign, sales promotion, they can use many items which are more competitive than competitors.

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Analysis of the Issues received by Quality Improvement Department and their Management in a Medical Center (일 의료원의 통합 고충처리센터 접수 내용과 이에 대한 해결방안 분석)

  • Tark, Kwan-Chul;Park, Hyun-Ju;Chun, Ja-Hae;Kang, Eun-Sook;Moon, Ju-Young;Choi, Mi-Young;Kim, Hyun-Ju;Kang, Jin-Kyung
    • Quality Improvement in Health Care
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    • v.7 no.1
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    • pp.118-131
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    • 2000
  • Background : A continuous healthcare quality improvement is needed to provide high quality healthcare service as well as to maintain trust in terms of satisfying the needs of the patients. Recently it also became an essential issue. in hospital management, recognized for it's competitive potentiality among healthcare organization groups. This study was conducted to analyze patient complaints and issues received by the Quality Improvement Department. Its purpose is to improve healthcare qualities within the hospital, as well as establish policies and appropriate strategies in hospital management. Method : From July 1st to September 30th of the year 1999, we analyzed all complaints and issues made by various patients and their families, which were received through 24 hour phone consultation, numerous suggestion boxes, letters and E-mails, The issues were classified into 16 different categories based on a Patient Satisfaction Assessment Tool. All data were segregated according to the departmental frequencies and their contents. To come up with for environmental and patient satisfaction improvement, all complaints or issues were communicated with hospital administrators, medical and nursing staff and employees. Comprehensive customer satisfaction activities including improving phone etiquette were discussed in Customer Satisfaction Team, CQI Team and each Department. All opportunities for improvement were implemented. Feedback actions were discussed. Results : A total of 317 cases were collected. Issues regarding parking and other accommodation facilities were most common complaints that were 14.5% of total. Issues regarding admission rooms (10.7%), admission procedures (10.7%), waiting room environment (8.8%), nurses and nurse assistants (7.6%), physicians (6.6%) and others (23%) followed. Thirteen of 45 departments received more than 8 complaints. The Nursing Department had the most complaint, receiving 9.8% of total complaints. Complaints regarding the Nursing Department were predominantly related to the environment of patient rooms. The Department of Psychiatry for phone etiquette (4.7%), Department of Otolaryngology for the nursing staff's attitude and phone etiquette (4.4%), and the Admission Department followed. As a part of efforts to improve patient satisfaction, a new parking structure was built and reallocation of the parking space was done. Renovation of other accommodation facilities were carried out by hospital administration, Monthly phone call and answering attitude survey was done by QI Department. Based on this survey we made a phone etiquette manual and distributed throughout the hospital. Compare to the last year, Patient Satisfaction Index measured by Korea Productivity Center using National Customer Satisfaction Index was improved 7 points. According to our organization's own study, we confirmed the phone etiquette was improved 11% than last year. Conclusions : Issues related to parking and other accommodation facilities ranked first followed by complaints made regarding the patient care area, the admission and cashier process, and nurses' and doctors' attitude. The Nursing and Psychiatry Departments need improvement regarding phone etiquette. Results were shared and played a vital role in policymaking and strategic planning of the hospital. It is imperative that we keep our database updated by listening to and solving the needs of each patient. The CQI activities can be achieved only by full commitment of the hospital top management supported by related personal.

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Application of Partnering in Construction Project (건설프로젝트의 파트너링 적용에 관한 연구)

  • Chung Byoung-Hwa;Kim Sung-Chirl
    • Korean Journal of Construction Engineering and Management
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    • v.5 no.1 s.17
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    • pp.149-156
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    • 2004
  • This paper presented the risk identification and the risk response of the construction project executed by mean of questionnaires/interview, significant risk factors are identified for construction contracts. The purpose of study is to improve the contract method for construction project. Therefore, partnering is increasingly being used on construction project. Partnering involves the parties to a construction project working together in an environment of trust and openness to realize the project efficiently and conflict. Partnering can bring significant benefits, including fewer adversarial relationships and increased end-customer satisfaction, to the construction industry if all parties involved in a project strive for its success.