• Journal of Distribution Research
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• v.16 no.1
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• pp.95-115
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• 2011

Food service is the major part of franchise business in Korea, accounting for 69.9% of the brands in the market. As the food service industry becomes mature, many franchisees have struggled to survive in the market. In general, consumers have higher levels of expectation toward service quality of franchised outlets compared that of (non-franchised) independent ones. They also tend to believe that franchisees deliver standardized service at the uniform food price, regardless of their locations. Such beliefs seem to be important reasons that consumers prefer franchised outlets to independent ones. Nevertheless, few studies examined the impact of qualify features of franchisees on customer satisfaction so far. To this end, this study examined the characteristics of various quality features of franchisees in the food service industry, regarding their relationship with customer satisfaction and dissatisfaction. The quality perception of heavy-users was also compared with that of light-users in order to find insights for developing differentiated marketing strategy for the two segments. Customer satisfaction has been understood as a one-dimensional construct while there are recent studies that insist two-dimensional nature of the construct. In this regard, Kano et al. (1984) suggested to categorize quality features of a product or service into five types, based on their relation to customer satisfaction and dissatisfaction: Must-be quality, Attractive quality, One-dimensional quality, Indifferent quality, and Reverse quality. According to the Kano model, customers are more dissatisfied when Must-be quality(M) are not fulfilled, but their satisfaction does not arise above neutral no matter how fully the quality fulfilled. In comparison, customers are more satisfied with a full provision of Attactive quality(A) but manage to accept its dysfunction. One-dimensional quality(O) results in satisfaction when fulfilled and dissatisfaction when not fulfilled. For Indifferent quality(I), its presence or absence influences neither customer satisfaction nor dissatisfaction. Lastly, Reverse quality(R) refers to the features whose high degree of achievement results in customer dissatisfaction rather than satisfaction. Meanwhile, the basic guidelines of the Kano model have a limitation in that the quality type of each feature is simply determined by calculating the mode statistics. In order to overcome such limitation, the relative importance of each feature on customer satisfaction (Better value; b) and dissatisfaction (Worse value; w) were calculated following the formulas below (Timko, 1993). The Better value indicates how much customer satisfaction is increased by providing the quality feature in question. In contrast, the Worse value indicates how much customer dissatisfaction is decreased by providing the quality feature. Better = (A + O)/(A+O+M+I) Worse = (O+M)/(A+O+M+I)(-1) An on-line survey was performed in order to understand the nature of quality features of franchisees in the food service industry by applying the Kano Model. A total of twenty quality features (refer to the Table 2) were identified as the result of literature review in franchise business and a pre-test with fifty college students in Seoul. The potential respondents of our main survey was limited to the customers who have visited more than two restaurants/stores of the same franchise brand. Survey invitation e-mails were sent out to the panels of a market research company and a total of 257 responses were used for analysis. Following the guidelines of Kano model, each of the twenty quality features was classified into one of the five types based on customers' responses to a set of questions: "(1) how do you feel if the following quality feature is fulfilled in the franchise restaurant that you visit," and "(2) how do you feel if the following quality feature is not fulfilled in the franchise restaurant that you visit." The analyses revealed that customers' dissatisfaction with franchisees is commonly associated with the poor level of cleanliness of the store (w=-0.872), kindness of the staffs(w=-0.890), conveniences such as parking lot and restroom(w=-0.669), and expertise of the staffs(w=-0.492). Such quality features were categorized as Must-be quality in this study. While standardization or uniformity across franchisees has been emphasized in franchise business, this study found that consumers are interested only in uniformity of price across franchisees(w=-0.608), but not interested in standardizations of menu items, interior designs, customer service procedures, and food tastes. Customers appeared to be more satisfied when the franchise brand has promotional events such as giveaways(b=0.767), good accessibility(b=0.699), customer loyalty programs(b=0.659), award winning history(b=0.641), and outlets in the overseas market(b=0.506). The results are summarized in a matrix form in Table 1. Better(b) and Worse(w) index indicate relative importance of each quality feature on customer satisfaction and dissatisfaction, respectively. Meanwhile, there were differences in perceiving the quality features between light users and heavy users of any specific franchise brand in the food service industry. Expertise of the staffs was labeled as Must-be quality for heavy users but Indifferent quality for light users. Light users seemed indifferent to overseas expansion of the brand and offering new menu items on a regular basis, while heavy users appeared to perceive them as Attractive quality. Such difference may come from their different levels of involvement when they eat out. The results are shown in Table 2. The findings of this study help practitioners understand the quality features they need to focus on to strengthen the competitive power in the food service market. Above all, removing the factors that cause customer dissatisfaction seems to be the most critical for franchisees. To retain loyal customers of the franchise brand, it is also recommended for franchisor to invest resources in the development of new menu items as well as training programs for the staffs. Lastly, if resources allow, promotional events, loyalty programs, overseas expansion, award-winning history can be considered as tools for attracting more customers to the business.

• Fashion & Textile Research Journal
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• v.17 no.4
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• pp.597-603
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• 2015

This study investigates the actual domestic and overseas cyclewear wearing conditions for male high school cyclists. The study results provide factors and degree of dissatisfaction as basic data for cyclewear development. This study was conducted on 35 male high school cyclists (freshman to seniors) by a questionnaire and interview method. Study results were: Male high school cyclists considered functionality as most important when they bought cyclewear and the brand they most often bought was a cheap domestic brand. Dissatisfaction with the crotch, thigh circumference and minimum leg circumference was higher than other parts during wearing. A cyclist is more sensitive to wear because they require more lower body motion than other parts. Cyclewear should be: less transformed even by frequent laundering, made of breathable material and use a sewing technique that minimizes air resistance and increases fit the body. Functional pads ergonomically designed with high tactile materials should be developed to prevent 'saddle sore' and groin soreness region that happens because of a lower body bending posture when cycling. A follow-up study is recommended to further develop excellence in cyclewear functionality and dimension suitability for male high school cyclists through the size system.

• Journal of the Korean Society of Clothing and Textiles
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• v.27 no.2
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• pp.277-288
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• 2003

The purpose of this study was to provide information on how to improve the current sizing system of infant coveralls through analysis of the present system. In order to compile the information about dissatisfaction with the appropriateness of the fit of infant coveralls, a questionnaire was administered to mothers of 241 infants (aged under 36 months) living in Seoul, and analyzed using the SPSS WIN.10.0 program. Also, the manufacturers'basic body sizes were investigated. The results of this study were as follows : 1. The results of the comparison between the manufacturers'basic body sizes and the body measurement values obtained as the physical standard of the nation(1997) show that in terms of length and hip circumference, the manufacturers'body sizes were larger. On the other hand, in the waist circumference, the manufacturers'body sizes were smaller than the national average. 2. Research on the production sizing system of domestic and international brands, showed that the sizing interval of domestic brands were 6 months, whereas the international brands were 3 months f3r infants under 12 months. 3. Concerning fit, the areas causing most dissatisfaction were: the trunk length, sleeve length, inside leg length, and neck depth. The results showed that dissatisfaction with the suitability of the sizing of current infant coveralls according to the body part differed among the groups according to the month of age.

• Korean Journal of Human Ecology
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• v.6 no.2
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• pp.115-120
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• 1997

To investigate the cognition of labeling system and its problems, problems in laundry, and consumer's dissatisfaction and to decrease problems in management of clothing products, total 476 subjects were surveyed in Taejon. The major results were as follows ; 1. The cognition of labeling system was understood by 93.1% of respondents, and 72.9% of them prefer to recognized labeling by figures and letters than by either of them. Most of respondents got the knowledge of labeling system from school. The most frequently experienced mislabeling was the label for management. 2. In cleaning, 60.4% of respondents made their decisions of the laundry method after seeing labeling system. When the label recommanded either of hand washing or dry cleaning, they usually laundered with hand washing after a few times of dry cleaning. The first consideration factor for laundry was fiber composition of textiles. 3. About 70% of respondents understood ironing, laundry, and drying mark on labeling system, and 53.8% understood fiber composition and bleaching. 4. More than 90% of respondents experienced dissatisfaction in handling clothing products. The reason of dissatisfaction was deformation and decoloring after laundry. Most of respondents experienced change of tactile sensation, too.

• Journal of Families and Better Life
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• v.28 no.3
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• pp.81-95
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• 2010

The purpose of this study was to examine the dissatisfaction level of consumers buying foreign goods through Internet shopping malls and their complaint behavior. As there is growing demand for foreign brands along with a rapid increase in the Internet user population, a lot of ongoing studies have focused on Internet-based transaction. The dissatisfaction level of selected consumers was checked in terms of system, price, quality, information/hype, shipping and refund/exchange, and it's found that complaint behavior linked to refund/exchange was most prevalent. The most dominant way for them to respond to such situations was talking friends, relatives or neighbors about that. And they had an intention to buy foreign goods through Internet shopping malls again to greater or lesser extents, though they were unsatisfied. It indicates that the consumers didn't have a wide option in the consumer market.

• Journal of the Korea Fashion and Costume Design Association
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• v.6 no.3
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• pp.31-43
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• 2004

The purpose of this study is to provide basic data on the propriety of the ready-to-made garment sizes of the boys aged between 10 and 11. The data were collected from 315 boys in the capital area. They were surveyed during the period of April, 2004. Data analysis has been performed through descriptive statistics, $x^2$-test, t-test, ANOVA and Duncan test using SPSS ver.10. The results of the analysis are as follows. According to the result of investigating the favorite fashion style of boys, most boys aged between 10 and 11 preferred casual style(jean pants & T-shirts). Boys of age 10 preferred formal style and 11-year-old boys tend to prefer hip-hop style. When boys buy garments, boys aged between 10 and 11 were influenced by their mother or family. The store in which 10-year-old boys purchased their garments was either a children's or a sports wear store, and boys of 11 age prefer young casual wear store. The highest factors of dissatisfaction on buying garments were price and size. According to the result of evaluating fitting problems, the highest degree of dissatisfaction upon proper fitness upper-arm circumference, waist circumference and pants length.

• Journal of Families and Better Life
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• v.9 no.1 s.17
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• pp.145-160
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• 1991

The purpose of this study is to suggest some fundamental data for the welfare of consumers by investigation some characteristics of the housewives and their attitudes toward a famous brand. For the purpose of this study, the samples were distributed to houswives who lived in Seoul. The 493 data obtained were analyzed by frequency distribution, percentile, $X^2$-test, t-test, F-test, Pearson's correlation, Duncan's multiple range test and Stepwise multiple regression analysis. The major finding were follows ; The major finding were follows ; 1) In general the score for the brand preference of the housewives was somewhat high. There were significant differences between the brand preference of the housewives and the socio-demographic, reference group variables. 2) There were significant differences between the brand image of housewives and the socio-demographic, reference group variables 3) In general the score for the dissatisfaction of the housewives was somewhat low. There were significant differences between the dissatisfaction the housewives and the socio-demographic variables. 4) The brand preference of the housewives had a positive relationship with the level of their dissatisfaction. 5) The most influential variables for the brand preference of the housewives was in the rank of reference group, income, education level.

• Journal of the Korean Society of Clothing and Textiles
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• v.23 no.3
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• pp.459-470
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• 1999

The objectives of this study were to investigate the difference the clothing shopping orientation and clothing satisfaction according to satisfaction·dissatisfaction group to examine how the clothing satisfaction was influenced by consumer values demographic variable clothing shopping orientation. The subject were 457 women in Seoul Korea The results of the study were as follows. 1. five factors of clothing shopping orientation (SO) derived by factor analysis : F.1. conspicious SO : F,2 search SO: F,3 recreational SO : F,4 addictive SO :F,5 independent SO . Two factors of terminal value derived by factor analysis : F,1 responsible : F.2 ambitious. 2. Satisfaction group had high levels of search SO, dissatisfaction group had high levels of addictive SO. Satisfaction group was satisfied with color style appropriateness for wearer in order dissatisfaction group was dissatisfied with care price size in order. 3. Conspicious SO were influenced bysocial stratification social recognition and happiness. Search SO were influenced by dwelling area and age. Recreational SO were influenced by social stratification social recognition and responsible value. Addictive SO influenced by responsible value social recognition and happiness. independent SO were influenced by marital status and ambitious value. 4. Clothing satisfaction was influenced by addictive conspicious SO happiness and recreational SO(R2=24.6)

• Korean Journal of Community Nutrition
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• v.4 no.4
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• pp.561-567
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• 1999

This study was conducted to provide information about weight control behavior in adolescent females. To explain the behavior intention of dieting, conceptual framework based on "Social Support, Control and the Stress Process Model" and "Theory of Reasoned Action" was used. The survey was carried out by self-questionnaires with 463 female high school and college students in Daegu. Analysis of data was done using mean, correlation and multiple regression analysis with the SAS computer program. A society preoccupied with thinness gives a burden to women, and this burden may stress dissatisfaction with body image. Social perception of ideal body image except parents' perception, and salient others'perception, and salient others' expectation of subjects' body image except parents' expectation, were much thinner than normal figures in this study. The influencing factors for behavior intention of dieting of the subjects were perceived stress and attitude toward diet behavior, especially beliefs of behavioral outcome. Influencing factors related to perceived stress-that is dissatisfaction of body image-were current figure, social perception of body image, effect of mass communication and others' estimation of subjects' body image with self-comparison with others, in order.th others, in order.

• The Research Journal of the Costume Culture
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• v.12 no.4
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• pp.511-528
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• 2004

The purpose of this study was to find out comparison of preference style and wearing style of pants and skirt by body perception and satisfaction. This research was done by a survey method. Descriptive Statistics, Coefficients MANOVA, Two-Way ANOVA, t-test and Duncan＇s test were used for data analysis. The results of this study are as follows. 1) The subjects with the highest dissatisfaction about waist girth prefer high waist pants. The subjects with longer waist wear high waist pants. The subjects with wider hips wear narrow down pants. The subjects with the thickest thighs prefer narrow pants but wear narrow down pants. The subjects with the highest dissatisfaction about calf thickness prefer narrow pants but wear wide pants. The subjects with the highest satisfaction about leg length prefer and wear calf length pants. The subjects with the thinnest calves prefer and wear tight pants. 2) The subjects with the thickest thighs prefer straight skirt but wear narrow down skirt. The subjects with the highest dissatisfaction about thigh thickness wear A-line skirt.