• Journal of the Korean Society of Clothing and Textiles
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• v.48 no.1
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• pp.37-49
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• 2024

This study confirmed the relationship between variables developed by qualitative ground theory through quantitative research. The purpose of the study is to explain the effect of core sales tasks on sales services and the mediating effect of organizational member relationships on sales services. The data were collected through a survey of fashion brand salespeople in Gwangju from September to October 2020 with data from 235 responses analyzed using SPSS 27.0 and AMOS 26.0. The validity of the research model verified the confirmatory factor analysis and the research hypothesis was verified through path analysis and multi-mediated analysis of the structural model. The research results were as follows. First, sales management did not directly affect sales services, and customer management affected sales services. Second, a meaningful causal relationship was shown to exist between organizational member relationships and sales management, but organizational member relationships and customer management did not have a significant relationship. Third, the total and individual indirect effects of headquarters relations, colleague relations, and customer management were all statistically significant.

• The Journal of Asian Finance, Economics and Business
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• v.7 no.8
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• pp.395-405
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• 2020

This study examines the relationships and the impacts of service quality, customer satisfaction and switching costs on customer loyalty of e-banking in commercial banks. This study uses questionnaires with 7-point Likert scale to collect data from 227 e-banking users, who are mainly students and paid employees in Hanoi City, Vietnam. The collected data are analyzed by using multivariate linear regression method. The results show that all five factors of service quality in e-banking - reliability, responsiveness, service capacity, empathy and tangibility - have positive correlations with customer satisfaction. Among these determinants, service capacity and tangibility have the strongest impact. It means that, by increasing the quality of their services through five above factors, especially through improving capacity and tangibility, commercial banks can satisfy their customer better. In addition, customer satisfaction is strongly and positively correlated to customer loyalty. It means that, if customers are satisfied with e-banking services of one bank, they not only continue to do more businesses with this bank, but also recommend this bank to other people. Lastly, customer loyalty also has a strong and positive correlation with switching costs, which means customers tend to be loyal to one bank if the barriers to switching banks increase.

• Journal of Korean Society of Industrial and Systems Engineering
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• v.46 no.3
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• pp.198-208
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• 2023

In order to enhance competitiveness in the industry, financial companies are building a high level of customer satisfaction and repurchase intention by further strengthening not only the technical quality of the platform business but also the customer-oriented service quality. Theoretically, it is time for a theoretical review of whether the expansion of service quality using platform business in the financial industry is directly linked to the performance of financial companies, such as satisfaction and repurchase intention of existing customers. Based on the rapid growth of mobile and the main activities of financial platform companies above, This study attempted to test a significant impact on customer satisfaction and reuse intention on information services and system services, which are service quality of mobile financial platforms. Even if a number of financial companies compete with each other, they could survive by dividing the market, In the digital environment, customers have free access, so the winner can monopolize the market. It is an environment in which customers can move to platform companies that provide better services. The contents presented through the results in this study will be able to be used strategically in terms of the implementation and operation of the financial platform. In addition, it served as an opportunity to find independent variables that affect customer satisfaction and reuse intention, which are financial platform service quality, and suggested the possibility of continuous development of the platform in the future. In summary, the service quality of financial platforms can further expand users by emphasizing user visibility in terms of information services and utilizing user-centered financial platforms that increase customer satisfaction and reliability by strengthening the responsiveness and ease of system services. This study is of important value and is believed to have laid an important foundation for future research.

• Journal of the Korean Operations Research and Management Science Society
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• v.38 no.1
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• pp.69-87
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• 2013

Recently a large number of people have been using social networking and microblogging services such as Facebook and Twitter. These mediums play a pivotal communication channel in a business-to-customer (B2C) relationship. Given its importance in today's business, companies have invested in the strategic application of social network services to reach out to customers. This study provides a blueprint for mechanisms for successful execution of social network services in the context of developing an effective B2C relationship, such as customer participation behavior. The S-O-R(Stimulus-Organism-Response) framework lays out the foundation for developing our research model and provides a structured view for understanding customer participation behavior on brand loyalty. For the methodology, this study employed a mixed-method approach. Additionally, in order to provide empirical evidences, a total of 121 respondents have completed the survey. All the data were compiled and analyzed through structural equation modeling and were implemented in partial least square (PLS). To sum up, this study presented theoretical and practical implications by providing the effect of customer participation behavior on brand loyalty through B2C microblogging.

• Journal of Korean Academy of Nursing Administration
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• v.17 no.4
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• pp.516-523
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• 2011

Purpose: The purpose of this study was to examine the causal relationships of perceived risk, satisfaction, switching cost and loyalty in outpatient health services. Method: A survey using a structured questionnaire was conducted with 393 hospital outpatients. The analysis of data was done with both SPSS Win 17.0 for descriptive statistics and AMOS 18.0 for structural equation model. Results: The causal model yielded Chi-square=31.44 (p=<.001), df=4, GFI=.98, AGFI=.87, CFI=.97, RMSR=.04, NFI=.96, IFI=.97 and showed relatively good fit indices. Perceived risk had a significant direct effect on customer satisfaction. Customer satisfaction, financial switching cost and relational switching cost had significant direct effects on customer loyalty. Perceived risk and customer satisfaction had significant indirect effects on customer loyalty. Conclusion: These results suggest that we should decrease the perceived risk and improve the customer satisfaction and switching cost to retain loyal customers. Further study with both a larger sample from various hospitals and a longitudinal design is necessary.

• Korea Trade Review
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• v.44 no.6
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• pp.151-168
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• 2019

This study aims to investigate the determinants that can influence customer satisfaction and loyalty. Compared to some of the determinants that have been investigated by other scholars before, this study also includes a new approach to mobile food-ordering that has only appeared within the Chinese fast-food industry in recent years. It is very important to test if the convenience of mobile ordering services can influence customer satisfaction, as more and more customers are using mobile apps to order food, especially in the 4th Industrial Revolution Era. Research data mostly was collected from customers who visited one of five famous Western fast-food restaurants (KFC, McDonald's, Pizza Hut, Subway, and Burger King) in China. The results show that not only price, service quality, food quality, and the physical environment can significantly affect customer satisfaction but also the convenience of mobile ordering services, a new determinant accompanied by the fast development of IoT technology.

• Journal of the Korea Fashion and Costume Design Association
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• v.26 no.1
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• pp.111-126
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• 2024

The purpose of this study is to analyze the mediating effect of flow in the quality of customizing e-services and customer loyalty, with a view to providing a realistic strategy for the development of fashion customizing services. For this study, a total of 489 adult women in their 20s and older participated in a survey, and the responses were analyzed using SPSS 23.0 and AMOS 23.0 . The findings of the analysis were as follows. First, the ease of use, privacy, individual designs, order status, and accuracy of orders, which were the factors of fashion customizing e-service quality, had a significant and positive impact on flow. Second, the ease of use, order status, and order accuracy, which were the factors of fashion customizing e-service quality, had a significant and positive impact on customer loyalty. Third, the flow of the fashion customizing service had a significant and positive impact on customer loyalty. Fourth, in the relationship between fashion customizing e-service quality and customer loyalty, flow had a significant mediating effect. The findings of this study are expected to be useful data for the fashion industry providing a set of criteria for optimized customizing e-services for customers.

• Journal of Information Technology Services
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• v.19 no.5
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• pp.125-136
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• 2020

The subject of this study is user experience analysis for OTT mobile app services. Application service quality was quantitatively measured by utilizing KS-eSQI evaluation model from a service quality perspective. The purpose of this analysis is to analyze how service reuse and other people's intention to recommend services are affected by service quality. In addition, further analysis of user experience will qualitatively look at what efforts are needed to improve OTT service quality and provide a user-friendly environment. According to the survey, the higher the level of KS-eSQI service quality, the higher the reuse of OTT services and recommendation of others. In particular, the dimensions of primary services and unexpected additional services had a higher impact on customer loyalty and recommendation of others than in other industries. Moreover, the following three implications were found to improve app services from a customer experience perspective. First, images and video thumbnails that highlight the strength of the content they provide should be actively utilized. Second, it is necessary to provide service companies with evidence for data-based work recommendations. Third, it should provide a viewing environment in which users can respond more intelligently to the various situations and conditions when they actually watch.

• Journal of Preventive Medicine and Public Health
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• v.36 no.2
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• pp.108-116
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• 2003

Objective : To determine the relationships between customer's attitude, the subjective norm and the intention to use hospital-based health promotion services. Methods : This study was based on the theory of reasoned action, suggested by Fishbein and Ajzen. The subjects of this study were 501 residents of Seoul, Bun-dang, Il-san and Pyung-chon city, under 65 years, who were stratified by sex and age. A covariance structural analysis was used to identify the structural relationships between attitude towards health promotion programs or services, their subjective norm and their intention to use the aforementioned services. Results : The subjective norm for using the health promotion programs or services provided by hospitals was a significant predictor of the intention to use, but the attitude towards the services was not significant Conclusions : Our results suggest that a customer's reference group affects their use of the hospital-based health promotion services. Because the subjects of this study were restricted to specific urban areas, there are limitations to generalizing the study results. Despite the limitations of these results, they can serve as baseline information for the understanding of consumers behavior toward hospital-based health promotion services.

• Journal of Information Technology Services
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• v.19 no.1
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• pp.129-144
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• 2020

Recent advances in digital purchase platforms allow consumer to easy to access online purchase, but the online purchase systems often occurs a negative situations such as service failure. When customer experiences negative service, they want to communicate with the company online chatting service. But not much is known about how customers online chatting service's contextual cues effectiveness. So, the current research seeks to examine the effects of type of online chatting service interface and company market status on customers' perception of service quality and satisfaction with online chatting services. The results of two studies show that, when customer experienced negative online service, they expected to a high status (vs a low status) company had offered better service. but their service request are not met, customers perceive better service quality if served by a low status (vs high status) company represented by a logo (vs. an emoji). These findings will help marketing practitioners strategically how design their chatting service interface according to the their status when they communicate with customer who experienced negative service.