• Journal of Distribution Science
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• v.13 no.11
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• pp.15-22
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• 2015

Purpose - This study aims to propose and validate a research model that describes the relationships between customer socialization, customer participation, and customer loyalty in the online service industry. Although customer loyalty is frequently discussed topic in marketing and strategy research, this study takes a novel approach in adopting customer socialization and participation as the antecedents to customer loyalty. Research design, data, and methodology - Based on adopting and modifying measurement items of the constructs from previous studies, this study develops survey regarding the constructs within the proposed research model. Among current registered members of Facebook and DaumKakao, 522 college students and other regular users are selected as the samples for conducting the survey. The collected data is analyzed by structural equation modeling method using SPSS and AMOS. Results Proposed hypotheses of the positive relationships - between customer socialization and customer participation, and between customer participation and customer loyalty are all supported. Conclusions - The results of this study suggest customer participation as an important precursor to customer loyalty in the online service industry. Also, customer socialization is validated as a new strategy to increase customer participation. These results validate the practical importance of communicating mission, purpose, value, and other customer socialization activities that firms undertake.

• International Journal of Advanced Culture Technology
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• v.11 no.4
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• pp.456-463
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• 2023

We conducted this study to identify the components of H&B store app service quality and their effect on customer satisfaction. The survey was conducted through an online survey for teenagers or older with experience in using H&B store app. A total of 330 copies were distributed and a total of 282 copies were used for the final analysis. The results of this study are summarized as follows: First, eight factors such as ease of use & design, fulfillment, playfulness, responsiveness, personalization, security, contextual usefulness, interactivity were derived as service quality components of H&B store app. Second, as a result of regression analysis, the six service quality components, such as 'ease of use & design', 'fulfillment', 'playfulness', 'responsiveness', 'security', and 'interactivity' were found to have a significant positive (+) effect on customer satisfaction (p<0.05) and 'playfulness (β=.372)' had the greatest effect on customer satisfaction. Based on the results of this study, we should strive to establish effective marketing strategies in the H&B industry.

• The Transactions of The Korean Institute of Electrical Engineers
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• v.59 no.10
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• pp.1792-1796
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• 2010

In this paper, the survey results of the interruption on domestic residential customer with primary focus on the cost are presented. General method utilized in quantifying the benefit of reliability on power system is to estimate the Customer Interruption Cost(CIC) associated with the electric service interruption. According to change the circumstance of electricity market by the deregulation and the introduction of new technology, reliable and accurate CIC is required for estimate the applied plan and technology under the circumstance. This paper presents the residential customer interruption cost is estimated by the survey conducted by KEPCO in 2009. To collect the customer interruption data for calculation of CIC, the survey is conducted. The survey targeting residential customer around the branch-offices under twelve regional headquarters of KEPCO was carried out.

• East Asian Journal of Business Economics (EAJBE)
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• v.5 no.1
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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.

• Culinary science and hospitality research
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• v.13 no.3
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• pp.54-67
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• 2007

This study is purposed to find out the relation between the customer loyalty and customer satisfaction factors in Cheonan banquet service. To achieve the objects, customers of banquet companies in Cheonan were selected for a questionnaire survey and a total of 293 valid questionnaires are statistically analyzed, using frequency analysis, factor analysis, reliability analysis and regression analysis. The results can be summarized as follows. First, gender, occupation, family forms showed the statistically different results in the service trust. Second, service trust, menu and traffic factors have been approved to affect the revisit intention of a customer significantly. Third, service trust, menu and facilities factors have been approved to affect the word-of-mouse intention significantly. In summary, banquet managers in Cheonan have to focus on the customer satisfaction factors such as service trust, menu, traffic, facilities to meet the customers' needs.

• The Transactions of The Korean Institute of Electrical Engineers
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• v.59 no.10
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• pp.1787-1791
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• 2010

This paper presents the survey results of the interruption on domestic customer, especially commercial, with primary focus on the cost are presented. General method utilized in quantifying the benefit of reliability on power system is to estimate the Customer Interruption Cost(CIC) associated with the electric service interruption. According to change the circumstance of electricity market by the deregulation and the introduction of new technology, reliable and accurate CIC is required for estimate the applied plan and technology under the circumstance. This paper presents the commercial customer interruption cost is estimated by the survey conducted by KEPCO in 2009. To collect the customer interruption data for calculation of CIC, the survey is conducted. The survey targeting commercial customer around the branch-offices under twelve regional headquarters of KEPCO was carried out.

• Asia pacific journal of information systems
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• v.20 no.2
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• pp.157-180
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• 2010

Rapid development of information technology has generated a new industry and market. In particular, network technology such as the Internet and other computer networks made transaction activities switched from traditional offline commerce to e-commerce. Among them, digital content is bit-based object which is created and distributed through electronic environment. In particular, many entertainment contents such as the music, the movies, and the computer game softwares are main products. Although digital content commerce has high potential demand, it lacks the consideration about the factor related to maintaining existing customer such as customer loyalty and switching costs. There has been a number of research on customer loyalty and other factors affecting it in the traditional electronic commerce environment, but there is a lack of research which examines the characteristics of digital content. The study about the effect of switching costs on customer loyalty in digital content commerce is necessary because the customers of digital content commerce market are from those of other e-commerce market or traditional offline commerce market. In addition, customer loyalty and switching costs are important factors because they may build up greater customer retention. For that reason, this study focused on examining the relationships among switching costs, antecedents for switching costs, and customer loyalty in online digital music service industry. The study has three major purposes: (1) to find antecedents of switching costs on digital content commerce and examine effect of antecedents for switching costs; (2) to identify effect of switching costs on customer loyalty in digital content commerce and examine moderating effects of alternative attractiveness; (3) to identify the differences of antecedents for switching costs by contents transmission type(streaming service and downloading service). And, the online digital music service industry is selected in this study since there are many users and transactions incurring. To accomplish these purposes, a survey questionnaire was developed and distributed to 256 informants. Survey instrument was developed based on previous research and pre-established survey items. Total of 206 surveys are collected and used in the data analysis. Among the respondents, 56.8% is male and 43.2% is female. Also, 86 responses were streaming service user group and 120 responses were download service user group. These data was analyzed using regression analysis. Major findings of empirical analysis can be summarized as follows. First, switching costs have positive effect on customer loyalty in digital content commerce environment. Second, the influence of switching costs on customer loyalty increases under conditions of high alternative attractiveness. Third, DRM convenience and breadth of use have positive effect on switching costs. The findings imply that the digital content provider should pay more attention to switching costs in addition to customer satisfaction in order to attract customers. Also, increasing the convenience of DRM use by securing the convenience of user interface and expanding the support device and increasing the service use scope by providing diverse value-added service helps to create a switching barrier. The result of the study can become a practical use in marketing strategy for maintaining existing customer. In particular, switching barrier is very important under conditions of high competition in the online music service market. This study can be used as a basis for further studies about customer retention in digital content commerce.

• Journal of Korean Society of Rural Planning
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• v.24 no.1
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• pp.89-97
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• 2018

Recently, interest in rural tourism for urban dwellers has increased, and rural communities are chosen as tourist destinations. Under these circumstances, the study was designed to analyze the effects of the quality of service at rural stay sites on customer satisfaction and recommendation intention. The analysis method analyzes the demographic characteristics of the survey participants and characteristics of participation in rural stay. And the quality of service for the experience of rural stay was analyzed with SERVQUAL'S five-dimensional type, reliability, assurance, responsiveness, empathy, tangible and customer satisfaction, intent of recommendation and regression. Major analysis shows that the survey subjects were found to have an average age of 41.8 years, 49 to 59 years old, and a high degree of university graduation. And as characteristic of participation, the form of company was family and relatives, the form of family meeting was many summer, the reservation was Internet, and payment by cash and card were many. As a result of the hypothesis testing, reliability, assurance, responsiveness, and empathy among the quality of service of rural stay were affected in customer satisfaction. In addition, the quality of service and the intent to recommend it were statistically significant, reliability, assurance and empathy. Therefore, it is deemed necessary to make efforts to improve service quality as the quality of service at rural stay places has relevance to customer satisfaction and recommendation intention.

• Asia-Pacific Journal of Business
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• v.10 no.1
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• pp.105-116
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• 2019

In this study, there are two research objectives. First, we identified the impact of service quality on customer satisfaction and intention to repurchase in the Internet shopping mall. Second, we tried to analyze the mediating effects of the customer satisfaction on the relationship between service quality and intention to repurchase. Based on past research and theoretical discussions, we developed a research model in terms of service quality and intention to repurchase in the Internet shopping mall. In order to verify our research model, we analyzed 492 survey data of consumers who had experiences in the Internet shopping mall in China. We found that sub-factors of the service quality in the Internet shopping mall have positive effects on customer satisfaction and repurchase intention through the survey data analysis. Among the five factors of service quality in the Internet shopping mall, except assurance, the positive effects of tangibility, responsiveness, empathy and reliability on repurchase intention are statistically significant. In addition, we found mediating effects of customer satisfaction in the Internet shopping mall on the relationship between service quality and intention to repurchase.

• The Korean Journal of Health Service Management
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• v.13 no.3
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• pp.105-114
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• 2019

Objectives: This study aimed to provide a comprehensive analysis of the relationship between the service quality of the Korea Health Industry Development Institute (KHIDI), along with the utilization of and customer satisfaction with its export supporting program, and the export performance of Korean pharmaceutical companies. Methods: An online and offline survey was conducted on Korean pharmaceutical companies that have used the export supporting program provided by KHIDI. Data on the service quality of KHIDI, utilization of and customer satisfaction with the export supporting program, and company export performance were collected via survey. Results: Results indicated that systemizing and reliability service factors of the export supporting program have a significant impact on customer satisfaction, and customer satisfaction has a significant impact on utilization of the export supporting program. Furthermore, customer satisfaction and utilization of the program have a significant impact on company expectations regarding future export performance. Conclusions: As a result, service quality, utilization, and customer satisfaction were found to affect Korean pharmaceutical company's expectations regarding their future export performance. The results of this study can significantly impact the development of export supporting programs.