• 산업경영시스템학회지
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• 제42권3호
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• pp.39-51
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• 2019

This paper is an exploratory study to investigate the influence of characteristics of local government web-sites on user satisfaction and trust. The objective of this research is to identify the characteristics of local government web-sites influencing on user satisfaction and trust, and determine how they affect user satisfaction and trust. From the literature review, we identify four characteristics which are expected to influence on user satisfaction: technical, information, customer-oriented, and work-performing characteristics. In addition, we develop research model that the four characteristics are expected to affect user satisfaction and trust via users' perceived values. The results of the research are as follows. The technical, customer-oriented, and work-performing characteristics significantly affects perceived values, which significantly affected user satisfaction and trust. Perceived value is partially mediated by user satisfaction in affecting user trust. The characteristics of local government web-sites affecting perceived values differed partially by the purpose of visitor. As for the personal goal, the technical, customer-oriented, and work-performing characteristics significantly affect perceived values, with the technical and customer-oriented characteristics having more significant effects. As for the business goal, the technical, information, work-performing characteristics significantly affected perceived values, with information characteristics having more significant effects.

• Journal of Korea Trade
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• 제25권5호
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• pp.19-38
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• 2021

Purpose - This study aims to verify the direct causal relationship between cost competitiveness and global network competitiveness, which are the tangible service quality factors determined by the shipping company, which in turn affect the shipper's customer satisfaction. Additionally, we empirically investigate the intangible, related service qualities determined by shipping companies, such as operational competitiveness and customer relationship quality, and how these then positively affect customer satisfaction through the formation of trust. Therefore, we examine the mediating effect of trust formation among different contractors for shipping services. Design/methodology - In order to examine the shipping company's tangible and intangible service-qualities perceived by the shipper on customer satisfaction and the process of trust formation between contractors, we collected valid data from 114 respondents out of 200 distributed questionnaires. The respondents consisted of domestic freight forwarders who engage with domestic and international shipping and logistics agencies. Descriptive statistics, confirmatory factor analysis, reliability, convergent and discriminant validities, common method bias, and PLS-SEM (partial least square-structural equation model) were analyzed using the program STATA 16. Findings - The findings of this study are as follows. First, our results showed that all hypotheses assumed in this study had statistically significant supporting evidence. Second, it was found that the mediating effect of trust was significant in affecting the quality of intangible service- qualities for customer satisfaction. Third, through supplementary analysis, we found that the global network competitiveness of domestic shipping companies will increase in importance in the future. In conclusion, the theoretical and practical implications of these findings are presented. Originality/value - This study reaffirmed the traditional causal relationship between customer satisfaction and tangible service quality. Additionally, we also contribute to the literature on the understanding of the causal relationship between trust formation and customer satisfaction through intangible interactions from a long-term perspective.

• 한국콘텐츠학회논문지
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• 제7권12호
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• pp.179-190
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• 2007

본 연구는 패스트푸드 레스토랑의 고객이 지각하는 신뢰와 몰입이 고객만족에 영향을 미칠 수 있음을 상정하고, 패스트푸드 레스토랑 이용경험이 있는 고객들을 대상으로 실증적으로 분석한 것이다. 실증분석 결과를 하면 패스트푸드 레스토랑에 신뢰하고 몰입하는 고객은 이 레스토랑으로부터 다양한 보상을 받았다고 느끼기 때문에 사회교환론적 관점에서 매력 및 심리적 애착심으로 이어지고, 궁극적으로 만족하게 된다. 따라서 고객만족은 패스트푸드 레스토랑에 있어 핵심변수이며, 성공적인 관계유지를 위한 필수요인임이 확인되었다. 본 논문의 말미에 본 연구의 이론적 공헌, 시사점, 한계점, 그리고 미래 연구방향을 제시하였다.

• 한국항만경제학회지
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• 제28권1호
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• pp.203-227
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• 2012

본 연구는 부산항 신항을 이용하는 고객을 대상으로 항만 서비스품질 차원(항만 내적 서비스 품질, 항만 외적 서비스품질, 항만 상호작용품질), 신뢰, 만족 및 충성도 간에 미치는 영향을 조사하기 위해 기존 연구에 근거하여 모델을 제안하였다. 특히 만족과 충성도 간의 관계에 전환장벽의 조절효과를 제안하였다. 분석에는 317부를 이용하였고, 측정모델의 타당성을 검증하기 위해 확인요인분석을 실시하였고, 가설을 검증하기 위해 AMOS 통계분석 방법을 이용하였다. 본 연구의 결과, 항만 서비스품질 차원은 항만 고객신뢰와 항만 고객만족에 정의 영향을, 항만 고객만족은 항만 고객신뢰에 정의 영향을, 항만 고객만족과 항만 고객신뢰는 항만 고객충성도에 정의 영향을 미쳤다. 그리고 항만 고객만족과 항만 고객충성도 간의 관계에서 전환장벽은 조절효과를 가졌다. 마지막으로 이러한 조사결과를 바탕으로 시사점과 미래연구방향을 제시하였다.

• 산경연구논집
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• 제8권5호
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• pp.95-109
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• 2017

Purpose - The purpose of this study is to classify the quality factors of coffee shop customers with the service quality based on the SERVQUAL, selection attributes, and service qualities used in previous studies. The path structure of coffee shops' quality factors → customer satisfaction → trust → behavioral intention was analyzed in order to confirm the system of coffee shops' quality factors. Research design, data, and methodology - The survey of was conducted with college students of Kangwon University. A total of 250 questionnaires were distributed, with 232 collected. Of them, Excluding 36 respondents' because of incomplete answers and missing values, 196 responses were used in the final analysis. Empirical analysis was made through factor analysis, correlation analysis, multiple regression analysis, simple regression analysis and mediating regression analysis by using Statistics Package SPSS 19.0. Results - The results are as follows: Firstly, coffee shops' quality factors were classified into seven categories like service encounter quality, product quality, cleanliness, overall interior, purchase quality, convenience, and aesthetics. Secondly, service encounter quality, product quality, purchase quality, and aesthetics had a positive effect on customer satisfaction, respectively. Thirdly, it showed that service encounter quality, product quality, overall interior, purchase quality, and aesthetics had a positive effect on trust, respectively. Fourthly, customer satisfaction had a positive effect on behavioral intention. Lastly, after verifying the effect relations of trust between customer satisfaction about coffee shop and behavioral intention, customer satisfaction has a positive effect on trust and trust has a positive effect on behavioral intention. On the other hand, trust did not have a mediating effect between customer satisfaction and behavioral intention. But, cleanliness, convenience, and overall interior did not have a positive effect on customer satisfaction. Conclusions - Coffee shop consumers put importance on price, discount systems, taste, and freshness, but more on courteous and kind services of coffee shop staff or comfortable and calming atmosphere of inner space. Thereby, coffee shop marketers need to take factors like service encounter quality and aesthetics into more consideration. In addition, customer satisfaction has an effect on trust, while trust on behavioral intention, even though trust is not mediated between customer satisfaction and behavior intention.

• 한국정보시스템학회지:정보시스템연구
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• 제15권4호
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• pp.23-53
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• 2006

The main purpose of this paper is to setup a integrated model and verify the integrated model for a customer loyalty in the internet shopping environments. The results of a structural equation model (SEM) using AMOS and LISREL include: First, hypothesis that Internet environment characteristics in outside factors has a positive effect on satisfaction, trust and commitment is partially supported. However, mutual communication to satisfaction, community to commitment and open-ubiquity to trust did not reveal a positive effect. Second, hypothesis that Internet showing mall environment has a positive effect on satisfaction is partially supported. However, transaction to commitment and transaction to trust did not reveal a positive effect. Third, hypothesis that relational benefits has a positive effect on both satisfaction and commitment is partially supported. However, confident honest to commitment and economic honest to trust did not reveal a positive effect. Forth, satisfaction trust and commitment have a strong effect upon loyalty. Fifth, satisfaction has a positive effect on trust and commitment. However, trust did not show a positive effect on commitment. Outside factors(Internet environment characteristics, showing mall characteristics, and relational benefit) partially revealed a positive effect on satisfaction trust, and commitment. Mediating variables such as satisfaction, trust, and commitment again have positive effect on loyalty. But, the relationship for trust to commitment did not reveal the significant effect in this study while other studies revealed significant effect.

• 한국정보시스템학회지:정보시스템연구
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• 제22권2호
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• pp.1-24
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• 2013

The main purpose of this study is to understand how the characteristics of social network services' social group can impact customer satisfaction, trust and repurchase intention. For this, this study extracts five social group factors(word of mouth effect, social interaction, collectivism, variety seeking, information seeking) based on relevant literature reviews. In addition, the study examines the moderating effects of utilitarian value on the relationships between customer satisfaction and trust and intention to repurchase. The proposed model of this study is empirically tested using survey data collected from 220 social commerce users. The results indicated that social group factors except social interaction were positively related to customer satisfaction. In addition, social group factors except social interaction and information seeking were positively related to trust. The results also showed that customer satisfaction and trust had a significant influence on intention to repurchase. The moderating effects of utilitarian value also was significant. The results of this study presented the strategic implications for social commerce firms.

• 한국경영과학회지
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• 제29권4호
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• pp.73-93
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• 2004

This study was to identify the determinants of web interactivity and investigate the structural relationships between web interactivity, e-brand relationship quality, and customer loyalty. For these purposes, the authors developed several hypotheses and collected the data from 268 users of Internet site. The data was analyzed with LISREL 8.5. The findings and summary are as follows. First. control had a significantly positive effect on satisfaction. Second, two-way communications had not an effect on satisfaction and trust. Third, responsiveness had a significantly positive effect on satisfaction and customer loyalty. Fourth, satisfaction had a significantly positive effect on trust and customer loyalty. Finally, trust had a significantly positive effect on customer loyalty. At the end of this paper, the managerial and theoretical implications, limitations and further research directions were suggested.

• 경영과정보연구
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• 제25권
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• pp.339-370
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• 2008

As the Internet environment develops, Internet has already been being established as important tool of business marketing and branding. In particular, a brand community where customers interact with other customers who have the same interest in brand provides a variety of benefits to customers as well as companies. The brand community makes it possible for company to build, and retain relationships with customers, and capture new market opportunities. Therefore, this study examines the relationship among service quality of brand community, customer value, customer satisfaction, customer trust, and brand community loyalty in online brand communities. The results of empirical analysis can be summarized by the following: First, service quality of brand community had a significant direct effect on customer value. Second, service quality of brand community had a significant direct effect on customer satisfaction. It had also a positive, significant indirect effect on customer satisfaction through customer value and customer trust. Third, service quality of brand community had a significant indirect effect on brand community loyalty through customer satisfaction, customer value, and customer trust. Therefore, These finding will spawn both academic and practitioner interest in brand community and serve as a foundation for further research in this important area.

• 한국콘텐츠학회논문지
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• 제19권10호
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• pp.698-711
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• 2019

본 연구는 일식전문점의 사회적 서비스스케이프가 고객만족도와 고객신뢰도, 고객충성도에 미치는 영향을 파악하기 위하여 수행되었다. 일식전문점을 이용한 적이 있는 대구지역에 거주하는 성인 남 여 311명을 대상으로 자료를 수집하였다. 자료 분석을 위해 SPSS 프로그램의 빈도분석, 요인분석, 회귀분석, 다중회귀분석을 사용하였다. 요인분석을 통해 일식전문점의 사회적 서비스스케이프는 인적서비스와 고객유사성 2가지 구성요소로 확인되었으며, 다중회귀분석결과 사회적 서비스스케이프 2가지 구성요소는 고객만족도, 고객신뢰도 각각에 정(+)의 영향을 미치고 있는 것으로 나타으며, 고객 충성도에는 부분적인 정(+)의 영향을 미치는 것으로 나타났다. 회귀분석결과 고객만족도가 고객신뢰도, 고객충성도 각각에 정(+)의 영향을 미치는 것으로 나타났다. 또한 고객신뢰도는 고객충성도에 정(+)의 영향을 미치는 것으로 나타났다. 본 연구결과를 통해 일식전문점의 사회적 서비스스케이프의 영향력을 확인하고 실무적, 이론적 시사점을 제시하였다.