• Journal of Information Technology Applications and Management
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• 제10권1호
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• pp.19-34
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• 2003

Identifying customer repurchase intention is very Important for the Internet shopping mall to activate CRM (customer relationship management) in B2C (Business to Customer) eCommerce. In this paper, the experienced buyer's repurchase intention Is analyzed by using the approach of customer segmentation. Total of 979 samples, which had already experience of Internet shopping, are analyzed to demonstrate that the degree of repurchase Intentions differs from each segmented group. The benefit segmentation is performed by identifying private benefits for which consumers can seek among 14 services. The results show that the different group has a significant difference in the repurchase Intention. The results of repurchase intention can lead to practical recommendations for CRM in B2C eCommerce.

• 유통과학연구
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• 제12권2호
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• pp.81-93
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• 2014

Purpose - Recent rapid environmental changes in the hospital industry are accelerating the spread of customer satisfaction management. Customers' desires have become diversified and advanced; in the past, customers tended to preferred popularized and standardized care, whereas they now prefer individualized and differentiated care, based on an increase in income. Specifically, this study tries to analyze the mediating effects of factors that affect the configuration portion of customer value and relationship quality (customer trust and relationship commitment) by investigating the impacts and configuration factor of customer value on relationship quality and determining how these factors impact customer loyalty directly or indirectly. Research design, data, and methodology - This study aims to determine the customer value factors that impact the perceptions of dental hospital customers, how these factors impact relationship quality and customer loyalty, and the causal relationship of these factors, and to verify the research model based on previous research. To increase the validity and reliability of the questionnaire, the authors of this study constructed basic questions using measurement tools already verified for reliability and validity in existing studies. In this study, customer value is defined as customers' recognizing value by exchanging goods or services and is measured using a five-point Likert scale using 19 questions about the 4-Ds, such as convenience value, quick service, response value, and trustworthiness. For each question, "very low" was set at 1 point and "very high" at 5 points. Customer trust, relationship commitment, and customer loyalty are also measured using a five-point Likert 5-point scale (1 = very low, 5 = very high) based on previous studies. Results - For customer value, trustworthiness and quick service are shown to have direct significant positive impacts on customer loyalty. For customer value and quality of the relationship (customer confidence and commitment), trustworthiness, response value, confidence value, and quick service are shown to have a significant positive impact on customer truth, in order of impact. For the relationship between customer value and commitment, quick service and response value are shown to have significant positive impact. Customer confidence has a very high positive influence on commitment. For the relationship between the quality of the relationship (customer confidence and commitment) and customer loyalty, customer confidence is shown to have more of an impact than commitment, in terms of a direct influence of customer loyalty. Commitment showed a positive impact on customer loyalty. For the relationship between customer confidence and customer loyalty, commitment showed a mediating effect. Conclusions - Many additional variables could apply; this study focused on customer value, quality of the relationship, and customer loyalty. In particular, there will be significant value in identifying the relationships among customer value, relationship quality, and customer loyalty by using impact factors for customer value; ensuring external validity by expanding denotation and applying the findings to other service industries; and undertaking continuous research. This study has limited generalization potential because the target for this survey was located only in the Seoul area.

• 동아시아경상학회지
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• 제5권1호
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• pp.27-32
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• 2017

The main objective of this study is to find the Interrelationship between Service Quality, Electronic Banking and Customer Satisfaction in Commercial Banks in Uganda. A review of literature was conducted to find out the relationship among Service Quality, Electronic Banking and Customer Satisfaction. The literature review confirms this relationship. A survey was conducted to collect data. The sample size of 210 commercial banking customers was drawn from different banks in Uganda. The result shows, the Electronic banking adoption was found to have a positive relationship with Service Quality, Service Quality was found to have a positive relationship with Customer satisfaction; and Electronic banking adoption had a positive relationship with Customer satisfaction. In light of the findings various recommendations were put across on how retail banks can better satisfy their customers through the use of electronic banking channels. Electronic banking adoption will then foster Service Quality where a customer's service expectations are exceeded by the actual service She/he obtains. This will then bring about Customer satisfaction where the customers find that their needs are met by the service.

• 대한안전경영과학회:학술대회논문집
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• 대한안전경영과학회 2000년도 추계학술발표논문집
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• pp.299-306
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• 2000

General definition of data mining is the knowledge discovery or is to extract hidden necessary information from large databases. Its technique can be applied into decision making, prediction, and information analysis through analyzing of relationship and pattern among data. One of the most important work is to find association rules in data mining. The objective of this paper is to find customer's trend using association rule from analysis of database and the result can be used as fundamental data for CRM(Customer Relationship Management). This paper uses Apriori algorithm and FoodMart data in order to find association rules.

• 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.

• 한국유통학회지:유통연구
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• 제15권4호
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• pp.21-60
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• 2010

최근의 유통환경에서 다채널 고객관리(multichannel customer management)가 실무적 및 이론적으로 중요한 이슈가 되고 있다. 기업수준에서 소비자의 다채널 쇼핑이 기업성과를 제고하는 것과 밀접한 관련성이 있는 것으로 알려져 있으나 이론적으로 이러한 결과가 발생하는 원인에 대하여 채널 중심적으로 제한적이고 예측적인 설명만이 이루어져 왔다. 이러한 상황에서 본 연구는 다채널 쇼핑의 기업성과 증대의 원인으로서 고객만족과의 관계에 대한 심층적인 이해를 위하여 다채널 이용-쇼핑경험-고객만족의 연결을 체계적이고 실증적으로 검토하였다. 이와 더불어 고객유형 별 차별화된 쇼핑경험 제공의 필요성을 설명하기 위하여 다채널 이용과 쇼핑경험과의 관계에서 고객-기업 관계특성의 조절적 역할을 검토하였다. 다채널 유통업체의 660명의 고객을 대상으로 설문조사와 고객 데이터베이스를 통합한 자료를 바탕으로 가설검증을 수행하였다. 다채널 이용을 구매의사결정과정에서의 정보탐색과 제품구매 단계에서의 다채널 이용으로 구분하고 쇼핑경험을 편리성과 즐거움으로 구분하여 검토한 결과 다채널 이용과 고객만족과의 관계에서 쇼핑경험은 매개변수로서의 역할을 수행하는 것으로 나타나고 있다. 즉, 기업의 다채널 고객관리 목적은 고객의 쇼핑목적으로서 편리성과 즐거움을 제공하여야 고객만족에 긍정적인 영향을 미치는 것으로 평가할 수 있다. 또한 고객-기업 관계특성으로서 관계기간과 구매빈도를 대상으로 검토한 결과 다채널 이용과 즐거움과의 관계에서 구매빈도는 조절변수로서의 역할을 수행하는 것으로 나타나고 있다. 이러한 연구결과를 바탕으로 다채널 전략의 목표설정 및 차별화된 다채널 고객관리 관점에서 이론적 및 실무적 시사점을 제시하였다.

• Management Science and Financial Engineering
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• 제16권2호
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• pp.17-27
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• 2010

The customer churn and the forecast of customer churn have been important research topics for a long time in the academic domain of customer relationship management. The customer value is studied to construct a gap model based on dual customer values; a basic description of customer value is given, then the gaps between products and services in different periods for the customers and companies are analyzed. The main factors that influence the perceived customer value are analyzed to define the "recognized value gap" and a gap model for the dual customer value is constructed. Based on the dual customer gap a con-ceptual model to determine potential churn customers is proposed in the paper.

• 한국산업정보학회:학술대회논문집
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• 한국산업정보학회 2007년도 춘계학술대회
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• pp.202-208
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• 2007

As one of the key strategic resources, the customer knowledge not only improves the performance of customer relationship management, but fosters the sustained competitive advantages as it creates values for customers with customer knowledge management. On the basis of the general introduction of research on customer knowledge management, this paper develops the research on customer knowledge management from the perspective of strategic management, and discusses further relevant studies concerning concepts of customer knowledge and customer knowledge management, studying perspectives, key questions as well as development directions for research, and so on.

• 품질경영학회지
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• 제45권1호
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• pp.39-54
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• 2017

Purpose: This study evaluated the effect of customer relationship management (CRM) on customer's brand loyalty in the holistic perspective of relational benefits, relationship quality and relation value. This paper attempted to find out the psychological process that links the relational benefits and brand loyalty. Methods: The data was collected by using the structured questionnaires to VIP customers and general customers of major domestic banks. The proposed research model is empirically tested using 324 valid questionnaires using SPSS 23 and AMOS 23. Results: This research indicated the partially positive relationship between the relational benefits and relation values, and between relational benefits and relationship quality. The relation value and relationship quality positively affects the relation commitment and the relation commitment also positively affects brand loyalty. This study also shows that the relation value affects the brand loyalty through the mediation of relation commitment, but also the relationship quality affects the brand loyalty through the media of relation commitment. Conclusions: This study investigates the role of perceptional factors(relational value and relationship quality) and affective factors(relation commitment) to find the relationship between relational benefits and brand loyalty. It also suggest the relative influence of relational benefits on relation value.

• The Journal of Asian Finance, Economics and Business
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• 제7권9호
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• pp.427-438
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• 2020

This study aims to analyze and confirm brand awareness' role in influencing the repurchase intention both directly and indirectly on customer satisfaction variables and repurchase intention variables. The contribution brought by this study is to reflect manifest variables such as recall, purchase, and consumption. The number of respondents in this study was 200 samples using the online survey data collection method (Google form), while the research approach is quantitative explanatory. The data analysis test tools include the Structural Equation Modeling (SEM) approach with AMOS as a statistical data analysis software and Sobel test to indirectly test the relationship. This study consists of four hypotheses, of which three hypotheses are positively and significantly related (brand awareness on repurchase intention, brand awareness on customer satisfaction, and customer satisfaction on repurchase intention). Through indirect relationship, namely, brand awareness on repurchase intention through customer satisfaction, the study showed no significant effect. In a comprehensive way, this study emphasizes the factor of customer satisfaction as a determinant of consumer loyalty and repurchase intention. Therefore, creating optimal customer satisfaction, service excellence, promotion and massive advertising, guaranteeing the safety and ease-of-use apps, and ease of shopping, especially for e-commerce industry, is a serious concern.