• Proceedings of the Korean Institute of Interior Design Conference
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• 2002.04a
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• pp.135-140
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• 2002

In large commercial facilities, customer movements have a close interrelation between space structure and interior environment elements. With the importance of the spacial structure, VMD strategy has recently played greater role In the interior environment image to satisfy customers' needs. This study intends to examine the relationship among customer behavior, customer movement, and VMD by grasping customers shopping behavior characteristics that come from the relatively comprehensive factors in the female sections of the department stores through the environmental image that is composed of spatial and emotional elements. This study also serves the purpose that by tracking shopping time, shopping speed, and the ratio of shopping depth that directly reflects customer behavior characteristics, various causes, either general or specific, which can affect the decision on purchase are to be examined. Based on this research results, we bring up the basic data and foundation for floor MD plan, establishment of movement plan, and VMD plan at a store.

• Journal of Distribution Science
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• v.15 no.1
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• pp.57-70
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• 2017

Purpose - This study examined the effects of CRM success factors on business performance and customer performance, and the effects on job performance and customer performance through internal member satisfaction by considering of technology, organizational environment and customer relationship factors in CRM success factors from banking sectors. Research design, data, and methodology - An online questionnaire was conducted to 251 employees in banking sectors. The data were analyzed by SPSS 22.0 and Amos 21.0. CRM success factors, internal member satisfaction, job performance, and customer performance were analyzed by descriptive statistics and Pearson's correlation analysis. The bootstrapping in structural equations was conducted to verify the mediating effect of internal member satisfaction. Results - Internal members' satisfaction had a positive effect on job and customer performance. It mediated the relationship between organizational environment, customer relationship factors and job performance. It also mediated the relationship between organizational environment and customer performance. Conclusions - If internal members' relationship with customers is improved by the members' satisfaction, customer retention, customer satisfaction, and work performance will be achieved. The stability and usability in CRM system support jobs effectively, but the internal members did not feel their job satisfaction. Thus, they did not show a positive effect on job and customer performance.

• Journal of Distribution Science
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• v.14 no.10
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• pp.73-79
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• 2016

Purpose - Customer satisfaction has been considered important as a way to retain current customers. Specifically, the retention of current customers through customer satisfaction has been considered important in an industry where competition between companies is fierce. Major Korean airlines have confronted fierce competition with the growth of low cost carriers (LCCs). In order to survive, these airlines need to retain their customers. This research aims to investigate the relationships between customer satisfaction and the customer intention to remain loyal. Moreover, this study examines how the influence of customer satisfaction on customer loyalty is moderated by gender. Research design, data, and methodology - A regression model is developed in which customer satisfaction, gender, and an interaction of satisfaction and gender are predictors and the customer's intention to remain loyal is a dependent variable. To analyze this research model, data were collected from 402 university students taking a marketing class in universities in Seoul, Chung-Cheong province, and Kangwon province. After eliminating data from students who had never flown and data with missing values, a final sample of 201 was analyzed. The hypotheses were tested using SPSS 21.0. Internal reliability was supported by the results of Cronbach's α. Multiple regression was performed. Results - Empirical results showed that customer satisfaction toward the airline's service had a positive influence on the customer intention to remain loyal to the airlines. Moreover, this influence was moderated by gender. More specifically, a male customer's intention to remain loyal was more determined by his satisfaction toward airline service than a female customer's. Conclusions - This research contributes to the aviation service marketing literature by showing how customer satisfaction influences customer intention to remain loyal and how this influence is moderated by gender. More specifically, male customer loyalty is more determined by airline service satisfaction than female customers. These results have manager implications for major Korean airlines in terms of customer satisfaction and gender as ways to enhance customer retention.

• Journal of Fashion Business
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• v.13 no.5
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• pp.110-120
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• 2009

The goal of this study was to investigate the influence of customer service quality on customer satisfaction. Also the object of this study is to indicate the influence on word of mouth and intention of repurchase which is a variable of customer satisfaction. The subjects were 357 female adults living in Suncheon City, Jeollanam Province. The questionnaires were conveniently sampled from June 1 to 30, 2006. The collected data was analyzed by percentage, frequency, mean, factor analysis, reliability, regression using the SPSS program. The five hypotheses set in the research model, all were selected through empirical analysis. Main findings are as follows: As a result of factor analysis, customer service quality of discount store verified four items, that is, personal service, VMD of stores/atmosphere, store policy, product assortment. As a result of regression analysis, customer service quality influenced customer satisfaction. The intention of repurchase and word of mouth received a positive influence from customer satisfaction. The intention of repurchase influenced the word of mouth, and it received a positive influence from the word of mouth.

• Journal of Information Technology Applications and Management
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• v.11 no.4
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• pp.181-208
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• 2004

By the developing of Internet. the environments of the company have rapidly been changed. Especially. managers in the Internet shoppingmall have been try to provide excellent e-Services to their customers. e-Service i~ defined comprised of all interactive services that are delivered on the Internet uSing advanced telecommunications. information, and multimedia technologies. but according to study of e-Satisfy. com［2000］. customer service through internet is still neither effective nor efficient and poor service will impact on company's profit but excellent service can improve their value and quality of the service or product. In order to customer-oriented e-Services. this study suggested the QFD linked with e-Service quality model for the Internet shoppingmall service system. which can help determine design characteristics being relevant to customer's e-Service quality requirements. this hybrid model have two stages. In the first stage. we do measure service quality and find priorities of service quality attribute by purchase process. and in the second stage. on the basis of priority of e-Service quality attributes, we find design characteristics to maximize customer satisfaction. From this study, we provide internet shoppingmall managers with the implications for improvement of service quality, measuring quality of e-service, providing design characteristics for customer-oriented service quality.

• International Journal of Quality Innovation
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• v.5 no.1
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• pp.34-42
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• 2004

In the traditional use of conjoint analysis, in order to evaluate the relative importance of several elements composing a service, interviewed customers are asked to express their judgement about different scenarios (specific combinations of elements). In order to reduce the number of possible scenarios, design of experiments methodology is usually exploited. Previous experiences show that, even a limited number of proposed scenarios cause difficulty in answering for the interviewed customer if the scenarios differ for elements of very low interest to him/her. Consequently, a high rate of abandon of the interview has been observed. In this study it is assumed that a service can be decomposed in several improvable elements and/or enriched with new "optionals". In both cases, what under study is assumed to be a set of dichotomous attributes. For each of these attributes, its marginal contribution to customer satisfaction has to be modelled and estimated. To obtain the required information, an opportune questionnaire is proposed to a sample of interviewed customers. An interviewing procedure consisting in a customer driven design of scenarios is followed, starting from the full-optional scenario and eliminating one by one the less satisfying elements. For each interviewed customer, a ranking of attributes is so obtained. Then, by asking the interviewed customer to evaluate on a metric scale the scenarios he previously selected, a rating of attributes can also be obtained. A case study conducted in collaboration with a public transportation company is presented. Contrarily to previous experiences, the abandon rate proved extremely reduced.y reduced.

• Asian Journal of Business Environment
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• v.13 no.1
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• pp.9-19
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• 2023

Purpose: The purpose of this research paper is to explore what factors that affect customer purchase decisions in the online environment, particularly after the COVID-19 pandemic in the case of Vietnamese customers. Research Design, Data and Methodology: To clarify which factor has the most significant impacts on online purchasing decision-making process, this study proposed a research model including factors such as customer trust, proposensity to trust, system assurance, the quality of website design, attitude, and customer satisfaction. This study collected the data via online survey. Data analysis was conducted by AMOS 25.0 using the Structural Equation Modeling (SEM) method. Result: The results of this study shows that the purchase decisions were positively affected by customers' attitude, satisfaction, trust, and the quality of websites design. Additionally, factors such as perceived size and reputation and system assurance, have impacts on buyers' trust, while the propensity to trust has no significant impact. Conclusion: This study provides managerial implications. The results provide which factors should be improved to foster trust, attitude, customer satisfaction, and purchase decision in the online environment. The results also provide managerial implication on marketing strategies how to enhance better relationships with customers and to consider environmental issues in the era of post COVID-19.

• Journal of the Korean Society of Clothing and Textiles
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• v.33 no.2
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• pp.331-342
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• 2009

The purposes of this study were to provide the apparel companies with a effective marketing strategy by identifying the present condition of loyalty programs and designing the type of reward and the timing of reward, and to investigate the effects of loyalty programs on customers' satisfaction and loyalty. The experimental study was conducted to examine the relationship between loyalty programs and performances. The experiment, which adopted a scenario methodology, was a 2(type of rewards)${\times}$2(timing of rewards) between subjects factorial design. The sample was based on 362 college students. The data analysis was completed on the basis of SPSS 12.0 package, using descriptive analysis, frequency, factor analysis, Cronbach's a, ANOVA, and regression analysis. The following results were found in this research. First the respondent's recognition of reward(benefit, reserve fund, experience) was not relatively high. Second, the interaction effect of type of rewards and timing of rewards on the loyalty programs' satisfaction(p<.01) and customer loyalty(p<.001) was significant, but that on customer satisfaction was not significant. Finally, loyalty programs' satisfaction positively affected customer satisfaction and loyalty. The implications of the research and directions for future researchers were discussed.

• Journal of Service Research and Studies
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• v.11 no.3
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• pp.17-30
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• 2021

In the context of Sharing Accommodation has become a new type of accommodation choice for customers. The purpose of this study is to improve the existing defects of Sharing Accommodation Services through insight into the pain points of customer experience, so as to improve customer satisfaction. In this study, Airbnb and Tujia were selected as the subjects for comparative study. By collecting and sorting out references, the research background of Sharing Accommodation is analyzed in depth. Research methods of Service Design, such as Customer Journey Map and Service Blueprint, are adopted to gain insight into customer needs, identify pain points and propose hypothesis of service optimization. Tools such as Kano Model and Potential Customer Satisfaction are used to test and determine three schemes for optimizing the service. Finally, the results are displayed through Service Scenario. The research results can help operators of Sharing Accommodation to identify and improve the elements of service and provide a higher quality customer experience, thus promoting the healthy development of Sharing Accommodation market.

• Journal of the Korean Society of Clothing and Textiles
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• v.40 no.3
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• pp.480-494
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• 2016

This study focuses on influential relationships for consumer's cognition about sponsorship, consumer-brand relationship, brand equity, customer satisfaction and customer loyalty. To accomplish it, a questionnaire survey (answered by 600 males and females over the age of 20) was conducted by an Internet Research Company from October $5^{th}$ to $20^{th}$ in 2011. The results of the analysis were: First, consumer's cognition about sponsorship consisted of sponsorship interest, sponsorship importance, sponsor-sponsorship suitability, and sponsorship expectation. Consumer-brand relation consisted of personal attachment, trustful relationships and commitment relationships. Brand equity for golf wear consisted of three factors (brand awareness, brand image, perceived quality). Customer satisfaction and customer loyalty consisted of one factor. Second, the commitment relationship was influenced by sponsor-sponsorship suitability, sponsorship interest, sponsorship importance and sponsorship expectation. However, personal attachment was influenced by only sponsorship interest and sponsorship expectations. The trustful relationship was influenced by all factors of consumer cognition, except sponsorship interest. Customer loyalty was influenced by consumer's cognition about sponsorship, consumer-brand relationship, brand equity and customer satisfaction. The leverage of consumer-brand relationship and consumer's cognition for sponsorship was notably larger than others.